im not at all familiar with mitel technical configs and we have a customer that is requesting a design to include a Cisco UCCE into their mitel network.
first off, im not sure it can be done since ive done a couple of searches and came up enpty handed.
second, if it can, could you guys be so kind as to point me in the correct direction.
third, if it can be done, and they require geographic dispersion how would this work from a mitel standpoint. im thinking it would not be able to since each location registers to a different system (like mutliple call manager express systems and having trunks to communicate with each other right?)
thanks for any responses and my apologies if it seems as a far out question :) - dont want to say no it cant be done without knowning for sure of course.
I assume you mean call center enterprise. If so, the first thing to know is the way UCCE integrations work is via the Cisco Peripheral gateway (PG). In order to know if a vendor, like Mitel, can be integrated with the Cisco platform you need to find out if Cisco has a PG for it. They probably do for Mitel.
Second, understand a key difference among terms. UCCE in Mitel network and ICM in mitel network can be two different things entirely.
It sounds like your hinting at how to front end ICM or CVP with the back end being Mitel's based on your descriptions. That's doable, but beyond the scope of a forum like this, so look at the cisco documentation for PG's and then look at the docs for ICM without Call Manager.
If you were looking at a UCCX solution, which ONLY integrates to CUCM as the switch, it means the Mitel has to be decommissioned. Although only 30 agents are in the Call Center, losing the Mitel means all non-agent phones hanging off the Mitel are going to be migrated to Cisco VoIP.
Can you provide that number?
How old is the Mitel? Leased or owned? Is there any chance of going in this direction - it's all or nothing.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
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