Hi, this is more of a sales/technical question.
We are a global company with 3 call manager clusters one in Europe, One in US and one in Asia. We currently have 2 helpdesks one in europe (8 people) and one in America (15 people) and currently have 2 independant Contact Center express servers hanging of the 2 Call manager clusters. Management are looking to combine the helpdesks to make reporting easier and have the agents in europe be able to pick up US calls if all there agents are busy.
What do people suggest for this? Can one clustered CCX server hang off 2 call manager clusters? Would this hammer the network links if the master CCX server is in US and all european calls go to this server first before the agent gets the call. I am looking for a little information to provide to management so that we can look at budgeting this for next year.