multiple external routing points

[Kent]

One of the really interesting features we find in Genesys is its ability to route a call between mutiple PBXs using external routing point. One thing that we have noticed during our tenure is that only one call can use this external point at a time. Considering that on average we have a one to two second delay for call transfer between two switches, would it not affect the overall system performance? If we have calls routed to remote site B at 1 CPS and we have 2 second delay for an interPBX transfer, after about five calls, the wait time for external routing point would exceed ten seconds!

Is there a reason why we cannot add multiple external routing points to our remote TServer? This would guarantee that calls do not wait for external rouitng point any longer, wouldn't it?

What are some disadvantages of such a design?

[Vic]

Hello, Kent, how are you?

There are no real disadvantages for this design as far as I know.
There is one shortcomming though that I think that you should always keep in a back of your mind.

This shortcomming has to do with the way Genesys uses external routing points. When you have more than one external routing point assigned to TServer, Genesys does not do any loadalancing and always tries to use the very first one you have registered. If that one is full, it will then jump to the next one, then the next one and so on. I personally do not think that there is anything wrong with this type of design, but some people would go ape about it. (Don't ask me why)

So, depending on the call center, you might find yourself in situation where you would have to explain that to your call center manager this.