After Hour call outsource 3rd party cisco call center

[J_Vansen_S]

Hi All,

We run a 7am – 10pm call center with the CUCM and UCCX setup.

We now have a requirement to forward all our calls after 10pm to a 3^rd party call center in India; who has Cisco environment too.

What is the best recommended way to do this?

We are thinking of a creating SIP TRUNK from our cucm to india call center, and forward calls to them after 10pm.

However below are some of our concerns.

1. Eg we only have 60 E1 channels. When calls are being forwarded to India via our cucm SIP trunk, caller will still occupy 1 channel from our voice gateway, is that correct?
2. Also from our cucm, uccx report; will I be able to generate a report based on number of calls transferred to India, caller ID, duration. That is to give a management view of how much calls is being redirected

Is there any better way to hands off the call to India completely without occupying our resources?

What is the recommended scalable solution in terms of scenario like this?

[Chavdar_Baramov]

1. It will use one of the channels for sure, because you are transferring the call inside your logical telephony cluster (by using SIP trunk). You will need call forwarding done on PSTN level, it will be better to contact your telecom and ask them for solution if you want to have those calls off your E1.

2. Can`t give you details on UCCX, in UCCE you can do simple count by setting Call type 1 step before the forward.

[J_Vansen_S]

Thanks Chavdar for your info.

Not too sure if our Telco has such service.

Nevertheless, is there such thing as a GLOBAL Toll FREE number/subscription, such service that calling it would redirect it to the appropriate INdia's call center number.

[seanvaid]

What about a simple solution that just transfers the call to their system? You can basically keep the Indian system separate at that point. 

[J_Vansen_S]

Are you referring to transfering the call at the Telco level?, without hitting our E1 instead?

[dennisto12]

I understand that the topic is outdated, but there are no suitable to ask? Does anyone know any good outsourcing company for business ??

[bill.king1]

@dennisto12 , are you looking for names of answering service type outsourcers? If so, there are a number of them and tend (in my experience) to be based via industry. If that's what you're looking for your best bet may be to do a new post in this forum.