"Virtual" contact center with IPCC Enterprise

[David Wolgast]

My company is evaluating a potential IPCC Enterprise deployment to do the following:

We have 3 physical call centers, distributed around the state. Each call center currently has inbound trunking with DNIS linked to local and toll-free numbers. It is a business priority that those local numbers remain available to callers. The current state is that each location has its own ACD with its own skill to handle only those calls entering through its trunks.

The desired state is to have a single skill, with agents distributed amongst the 3 locations, who can take any call, regardless of where it entered the network geographically. These calls should be queued where they enter, and routed when an appropriate agent becomes available in any of the 3 sites.

How would this be achieved in an IPCC Enterprise environment?

Dave Wolgast

Buffalo, NY

[byoung01]

If you implement Cisco ICM, you can "pre-route" to any of the call centers based on criteria you have entered. This would make the call center appear to be one logical call center.

You could also have your telco provider have an IVR at the front end that would help you with routing. This could also help tie in CTI if you are leaning in that direction.

A cheap solution would be to post route the call to the most appropriate agent after the call has arrived via tie lines between call centers.

[shfuchs]

Through the use of the Cisco Voice Portal as part of the Cisco IPCC enterprise environment, you can have an enterprise queue as well as a single skill.