Agents on different sites - whats required !

[seanh]

Hi there,

For our existing Genesys solution, we may need to house some of our agents on a different site.
Currently Site A, the primary site is on a BT Nortel Meridien rel 25 which is where our Genesys solution lives and TServer connection connects to Symposium, but i am pretty sure that Site B uses something totally different

So....can anyone confirm what is required to have agents on differing sites ?
Is it a multiple TServer connection solution that i need to investigate or is it easier than that ?

Many thanks in advance and feel free to ask me anything that will help you advise.

Kind regards,
Sean

[genshee]

There are many differnet ways you could acomplish this.  The best way in my opion would be to have another T-Server at site B and just use ISCC to move the calls.  What are your requirments?  Cost concerns? Skills based routing?

[seanh]

Thanks for the reply genshee,

Hmmm, not really sure but cost will have an input.
Basically, my customer has just asked is it possible in our current setup.

As i say, we have a Nortel Meridien rel 25 on the primary site where the Genesys server sits, the symposium server too that hangs off the switch and all our agents.

The secoondary site does not have a Nortel switch, but is still "internal" to the organisation so the switches are linked in some way but as i do not manage the switches, i have no idea how.

So, for a secondary TServer connection, thats a secondary Tserver connection from the Genesys server on site A, yes ?
We wouldnt need anther Genesys solution presumably ?

Also, is there a cost for a secondary TServer connection ?

rgds,
Sean

[CTIgem]

SIP solution might be a good, sounds like.
I haven't done any install but it is very doable.

[GENNEG]

Hey Seanh,

how the extensions (nortel) extended to another site if no Nortel Switch there?

Looking for SIP Solution with ISCC?

Cheers,

[Steve]

Sean, you need to find out how the telephony works at site b, as this will define your Genesys solution.

If site b has it's own switch, then setting up a T-Server (within your existing CME) and using ISCC is a way forward. But if site b is fed off the Nortel at site a, then it is just a case of adding the ACD Queue, Positions and extentions to your existing T-Server.

[lallen63]

I will check the details of the switch on site b and post.

Just to add though we are able to dial internally between the sites if that makes a difference to the solution you propose.

Thanks