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mjamm1

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Design Question (Virtual Routing MultiSite)
« on: January 01, 1970, 12:00:00 AM »
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We are wanting to do virtual routing multisite between our three telecenters on Meridian 81Cs with SCCS Link. The sites are all connected each other by two point to point circuits at each site.

Our vendor is stating that Genesys can route the calls between the calls as one virtual queue, however there is no intelligence to see if one of the point to point trunks are available. They also said if they were all busy and Genesys tried to route the call to a far site because it sees an agent available, then the call will go off to LA LA land... Does this seem correct, is there any way to see of trunks are available before trying to attempt to route a call to the far site?
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Vic

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Design Question (Virtual Routing MultiSite)
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • Actually, this is a really famous problem that all of us have to deal with. ESPECIALLY if you are using Nortel.

    There is absolutely no way to tell what trunks are available. At first some of us thought that maybe there would be a way to have a thirdparty server tracking those calls, BUT then we have realized that we would have to take into account trambone calls (the ones where the call is forwarded to the satellite and then it is bounced back to the main site...)

    So, to keep it short:
    there is no simple way to tell how many trunks are available in URS
    calls WILL be dropped if you try to route to a remote site and all of your trunks are busy.

    The usual thinking is that you would queue all the calls on the main site, therefore, only active calls would be connected to the remote once. Consequently, if you know for sure that agents do not do intersite transfers, and everything is handled locally, plus you do not have any calls coming directly to the remote sites, then chances are you would never have more active trunks than there are seats, right? :)

    If anyone knows of a better way to do it please tell me!
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    mjamm1

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    Design Question (Virtual Routing MultiSite)
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
    So would building a queue locally in front of the trunks prevent calls from being dropped?

    Can you utilize the Default DN on the Route Point to help?

    This seems like a huge issue and I am amazed that Genesys has not addressed this issue in a big way to Nortel?
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