UCCE and CUCM is based in US, call collection also takes place in US. However, the Agents are based in India, do we require VXML Gateways in India

[Sumit Bhargava]

It about Contact Center Enterprise setup.

If UCCE servers and CUCM servers are based in say US. The call collection also takes place in US. and we have Remote Agents in India, in such a case do we require VXML gateways based in India.

If correct VXML gateway should be in US since the call collection takes place in US. Its only the Agents (Remote Agents) based in India. Please advise ...

Please share the functionality of VXML Gateway as well..getting confused with VXML Gateway positioning?

Regards

Sumit

[Gergely Szabo]

Hi,

if the only link between the call center core and the agents is the CTI or CTI OS (plus the media of course), then the answer is no, you don't need a VXML-enabled gateway in India. The reason is simple: calls arrive in the US and not in India.

Basically, a gateway - especially if used with CVP which is your case I guess - may be configured to parse VXML which contains instructions to play prompts, collect digits etc. In other words, it's an IVR.

G.