[quote author=mgcristino link=topic=1931.msg6391#msg6391 date=1164838584]
Hello,
i'm trying to define a outbound strategy that route the outbound call to another site.
Details: We have one Dialogic Board connected to Switch A, CPD Server and OCS is shared between site A and site B. We need to deesign an outbound routing strategy that deliver the call dialed by CPD Server to an agent logged in Site B.
Can anyone help me?
[/quote]
mgcristino,
actually, this should be pretty simple. There are several ways to do it:
1. (if you do not have URS) if you are using Avaya or Nortel (and I assume many other PBXs), you can have an ACD Queue which sees not only the local agents but agents on other PBXs too. For Nortel it is Network ACD, for Avaya it is network skill. Have your PBX people create a network ACD that covers both your local and remote agents. Needless to say, you can always have just network ACD with remote agents only.
2. since you have two sites and based on your post they are connected, I assume you have Genesys ISCC (external router). So, in theory, all you need to do is add ACD from PBX B as target to the campaign and it should work. Note: I have not tried this method yet, but I am sure it should work just fine as long as you have Switch 2 defined with Access Code in Switch 1 definitions in CME and vice versa, and both T-Servers are connected to each other.
3. if you have URS, just load a strategy that would see the agent you want the call to be routed to and let URS do all the multi-site related work.
I hope I have answered your question - if you need a concrete example, I will put together a simple screenshot or two explain it more.
Just to confirm: you do not want to specify an agent for an outbound call to be connected tot - any agent logged into the agent group or ACD queue assigned to the campaign is fine, right? It just you have agents on site B and cal is dialed from site A to the client and you want to make sure that site B can receive this call as well.
Here are the screenshots for settings if you want to use multi-site Agent Group routing.
Please tell me if this is not what you need.
