01-19-2006 04:33 AM - edited 03-13-2019 11:26 PM
I'm creating kind of emergency call centar
for tech support and it's mission critical to be available "25 hours of the day" i have CCM 4.1.3 cluster with one IPCCX 4.0.1
I configured CSQ routing, but want to have backup routing option in case of IPCCX failure, is it possible to integrate (have some kind of forward) CSQ with hunt pilot, list and group as backup, or personal forward busy no answer
Or is it better to have a hunt as primary routing option
What can i do to have these options kind of redundant
Thanx!!
Vlad
Solved! Go to Solution.
01-19-2006 01:34 PM
You are right on the target, if you only have on IPCCX server, you can create a line group/hunt list/hunt pilot listing the extensions, and under the CTI Route Point pointing to IPCCX Application in the Coverage/Destination for Forward Busy/No Answer and On Failure enter the hunt pilot DN. Make sure that the CSS of the CTI RP has access to the Hunt Pilot Partition, if not then assign correct CSS under the Calling Search Space filed next to the call forward extensions.
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Chris
01-19-2006 08:20 AM
Why not take advantage of the hot-standby server option in IPCC 4.x? That will give you what you are looking for - backup in case of server failure.
01-19-2006 01:34 PM
You are right on the target, if you only have on IPCCX server, you can create a line group/hunt list/hunt pilot listing the extensions, and under the CTI Route Point pointing to IPCCX Application in the Coverage/Destination for Forward Busy/No Answer and On Failure enter the hunt pilot DN. Make sure that the CSS of the CTI RP has access to the Hunt Pilot Partition, if not then assign correct CSS under the Calling Search Space filed next to the call forward extensions.
Rate all usefult posts!
Chris
01-20-2006 03:22 AM
Sorry
if i don't understand well
CSQ (as PRIMARY routing option) should point to HUNT PILOT,right, actualy my misunderstanding is how do i connect CTI Route Point to Hunt Pilot or is it versa
and how do i configure that
Thanx
I will rate ASAP
Vlad
01-20-2006 07:04 AM
Here are the steps to take:
1. On CallManager create a line group, list all the extension in this line group that are used by the agents. You have an option of algorithm to select, I like to use broadcast to ring all phones, in case one agent did not show up to work
2. Create a hunt list, add the line group to the hunt list
3. Create a hunt pilot, assign the hunt list to the hunt pilot
4. Locate the CTI Route Point pointing to the IPCCX applications, and under ALL forward options except the Call Forward All, enter the Directory Number of the Hunt Pilot. This way if the IPCCX is down the CallManager redirects the calls to the line group members in broadcast or any fashion you'd like.
Again, all the configuration is done on CallManager, since it is assumed that IPCCX is down at the moment.
Chris
01-21-2006 02:54 AM
Hey Chris
Thank You
i know about hunt pilot config
But my concern is configuring CTI Route Point and pointing to IPCCX
I have CSQ routing to ResourceGroups
What i meant is, how to connect CCM and IPCCS with CTI RoutePoint, do i associate it with agent's DNs or
do i associate rm user with it
Please those steps are what i'm interested with
Thank You
01-21-2006 04:14 AM
I have one more trivial question actually
How do i make CCM forward or distribute calls to IPCCX
RESOURCE GROUP where my agents belong
How CCM and IPCCX actually talk to each other!!
Thanx
01-21-2006 09:46 AM
Did it
Thanx Again!!
Vlad
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