We are currently running in a "non virtualized environment" and are looking to go into a "virtualized environment" where agents from all call centers can answer any calls. I have tried to send a call over the WAN, and the only way I can get it to work is to use a phone from the outer office to receive calls across the WAN to that same outer office's queue/DNIS.
Any ideas on how to send these over the WAN would be appreciated, I am not sure if this is an IPCC configuration change or a Call Manager change.
We already have a Gatekeeper at each site running H323.
The calls presently stay in the local gatekeeper for queuing. We are beefing up the WAN circuits in between to allow for the extra call traffic. The local calls transferred across the WAN to that same local phone seems to work, but those same local calls transferred across the WAN to a different site phone doesn't (the phone rings, then get a fast busy)
I have no CVP training, I was hoping I wouldn't have to change anything on that end
I would recommend a PDI case if you are ATP or CVP certified, otherwise you could try with a TAC case, but there is the expectation that it is not a new deployment like in your case and that the case owner has been attending some initial CVP training which doesn't seem to be your case(basically TAC doesn't do remote new installations, it helps on something specific not working).
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...