I am looking for some advice for standing up a remote call center.
CUCM 7.1 Cluster
UCCX 7.0 HA Cluster
Unity UM 7.0
400 phones 100 agents
Calls delivered via SIP from HQ to Br over MPLS with PSTN failover
Contact Center functions need to be up even if WAN link is down
Based on that information, would it be better to set up a separate UCCX cluster for the Branch site or maybe utilize my HQ UCCX cluster with redundant WAN connections? I think the latter will be cheaper, but I want to make sure I am providing the best possible solution for not only cost but reliability.
Also, do I need to have a Unity box in the Branch site, or can I have the HQ Unity serve the branch phones?
Any help is much appreciated (and rated)
If that's your case you will likely need a dual-WAN design. It would still stop working if the WAN truely went down though (i.e. the site lost all connectivity). You would need to terminate calls locally for local [island mode] availability.