Hi,
I have a customer with a single node system that has many remote shelves with PCSs. I am trying to decide what is the best practice for assigning voice guides. They have a central call center that uses dynamic voice guides but, external callers could be coming in to the system from any of the trunks on the remote shelves. All phones are IP.
So here are my questions:
1. At the moment I have assigned all of my dynamic voice guides to every GD3 in the system. I did this assuming that this would conserve bandwidth on the WAN links becuase the voiceguides and MOH would never need to be sent over the WAN. I don't know that this was the best idea.
How does the system decide which GD3 will be used to play a voiceguide (or Music-on-hold)? Will it be the GD3 in the shelf that the trunk is connected to?
2. My customer wants to start using the agent welcome guides in the call center but, there is not enough recording time available for this.
If I unassign some of the GD3s will I get more recording time?
3. In general what is the best practice for multi sites like this in regards to dynamic voice guides and MOH?
Thanks,
Rob
Best practice for assigning voiceguides?
Re: Best practice for assigning voiceguides?
1. At the moment I have assigned all of my dynamic voice guides to every GD3 in the system. I did this assuming that this would conserve bandwidth on the WAN links becuase the voiceguides and MOH would never need to be sent over the WAN. I don't know that this was the best idea.
How does the system decide which GD3 will be used to play a voiceguide (or Music-on-hold)? Will it be the GD3 in the shelf that the trunk is connected to?
The system will create a dynamic list the very moment a voiceguide/music recource ect. is needed. From that list it will search for a recource WITHIN its own IP domain. If a recource is not found it will try finding recources in other IP domains and thereby likely to use WAN.
Therefore: Be very carefull about IP domains in a "many remote shelf with PCS's network" For many resons you always want to place the recources close to the demands.
An eksample: You got a remote shelf in UK. The GD3 in the UK shelf should as a minimum contain the UK Static voiceguides/MOH Music. For this you got 4 voice slots in a GD3. Use em. Dont confuse the Static VG/MOH Music with Dynamic VG.
2. My customer wants to start using the agent welcome guides in the call center but, there is not enough recording time available for this.
If I unassign some of the GD3s will I get more recording time?
Yes ofc. If you are lacking Dynamic VG time the only way is to put in another GD3/GA3. Techniclly, you could use other GD3's in the system. But then again, you will maybe end up using WAN. It is ofc not a problem if the WAN is build to handle it. QoS/bandwith ect.
3. In general what is the best practice for multi sites like this in regards to dynamic voice guides and MOH?
Demand close to recources
Hope it helps
Best regards
How does the system decide which GD3 will be used to play a voiceguide (or Music-on-hold)? Will it be the GD3 in the shelf that the trunk is connected to?
The system will create a dynamic list the very moment a voiceguide/music recource ect. is needed. From that list it will search for a recource WITHIN its own IP domain. If a recource is not found it will try finding recources in other IP domains and thereby likely to use WAN.
Therefore: Be very carefull about IP domains in a "many remote shelf with PCS's network" For many resons you always want to place the recources close to the demands.
An eksample: You got a remote shelf in UK. The GD3 in the UK shelf should as a minimum contain the UK Static voiceguides/MOH Music. For this you got 4 voice slots in a GD3. Use em. Dont confuse the Static VG/MOH Music with Dynamic VG.
2. My customer wants to start using the agent welcome guides in the call center but, there is not enough recording time available for this.
If I unassign some of the GD3s will I get more recording time?
Yes ofc. If you are lacking Dynamic VG time the only way is to put in another GD3/GA3. Techniclly, you could use other GD3's in the system. But then again, you will maybe end up using WAN. It is ofc not a problem if the WAN is build to handle it. QoS/bandwith ect.
3. In general what is the best practice for multi sites like this in regards to dynamic voice guides and MOH?
Demand close to recources
Hope it helps
Best regards
Re: Best practice for assigning voiceguides?
FN_DK,
Thanks for your response on this. It was very helpful.
Best regards.
Rob
Thanks for your response on this. It was very helpful.
Best regards.
Rob
