We have a setup where calls are queued at each site and play messages at each site (stored on the local gateway). One of our call centers is shutting down, and we are going to keep the equipment there. There are skill groups (example sales, service) at each site which do the same thing and answer the same questions, just geographically separated. My question is, if I just change the queue to skill group to another site, will the queuing actually go over the WAN, or stay local as it always has? I figure I could either make the agents in other sites part of that location's skill group (which works, just more of a headache for supervisors), or keep the scripts basically the same for that location, just change the queue to skill group to the other locations instead of that local skill group. Any ideas?
Changing the skill group will have no effect on where the caller gets queued. The queuing occurs on whatever gateway the gatekeeper has selected for the network VRU label that is configured in ICM. Alternatively, the caller can be queued on the same gateway from which the call arrived if you are using the SetTransferLabel option in CVP vbadmin. So it all boils down to your gatekeeper config and if you are using SetTransferLabel.
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The short answer is that you don't.... That isn't entirely true while at
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...