Outbound & Multi Site

[George]

We have a rather large outbound implementation and wish to extend it to beyond one centre. i.e. we wish to use the existing hardware / install to service agents from multiple centres.

Has anyone got any ideas on how this could be acheived elegantly?

We run 5.X, I understand that 6 allows you to distribute CPD servers across sites, but we wish to distribute agent seats across sites.

Regards

[Dave]

This would really depend on what kind of voice lines you have tying your switches together between sites. The largest challenge you have will be transferring the connected calls to an agent fast enough to avoid the customer hanging up.

That being said, instead of associating a campaign with a queue, you can associate it with an agent group and route point. That agent group can span across sites, and the call would then go to router, and be routed to an agent at any of the sites. All calls would originate from one switch, but would be handled by agents anywhere.

Again, be very careful about transferring outbound calls between sites, because the delay can cost you in terms of abandons. It is much, much cleaner to do dialing at separate sites and just share the campaigns and calling lists, like you can do in Outbound 6.