This blog describes the possible agenTel configurations that can be set up in case we deal with a multisite architecture. For each configuration, we’ll discuss the advantages and disadvantages. We’ll also specify the requirements in order to setup the configuration.

What?

In a multisite configuration, the different sites have their own group of agents. There are different options for a contact center configuration :

· Sites are working completely independently. All inbound contact center calls are handled in the site where the calls arrive

· Inbound contact center calls are handled in the site where they arrive but, in case of an call overflow in one site, calls can also be handled by agents of other sites

· All inbound contact center calls are arriving in one site and all sites can handle the calls

Multisite configurations

On each site one agenTel

Architecture

Description

In this configuration, every site has its own complete agenTel installation handling the calls arriving in this site. Calls will be transferred to local agents.

Possible extensions:

· Incoming call overflow can be forwarded to other sites (by PBX)

· If all agents are busy, inbound calls can still be transferred to agents of other sites

Requirements

· 3 PBX’s

· 3 agenTel installations

· 3 connections with PSTN

· In case you want to have overloads transferred towards agents of another sites, then PBX’s must be interconnected (VoIP infrastructure) and all agenTel CC installations must have the possibility to monitor agent extensions of other sites

Advantages

· No network load for VoIP calls (except for overflow calls)

· Every site can run independently

· Possibility to forward overflow calls to other sites

Disadvantages

· Every site needs its own connection with the PSTN and needs its own inbound telephone number

· Multiple agenTel servers must be managed (e.g. skill management)

· No consolidated statistics can be generated (different databases)

· Every site needs its own PBX installation

· More ports per site are needed to handle site peaks (higher cost)

One agenTel with multiple IVRs

Architecture

Description

In this configuration, there is only one agenTel (contact center service) for all the different sites. The other sites have only a IVR installed.

Requirement

· 3 PBX’s

· 1 full agenTel installations (IVR + CC)

· 2 IVRs

· 3 connections with PSTN

· The agenTel installation in the main site must have the possibility to monitor agent extensions on all sites

Advantages

· No network load for VoIP calls (except for overflow calls)

· Consolidated statistics (only on database)

· Calls can easily be routed to other sites because extensions are monitored from one single point

· agenTel management is easier because of the centralized agenTel installation (one contact center service and one database).

Disadvantages

· Every site needs its own connection with the PSTN and needs its own inbound telephone number

· Multiple IVR installations have to be managed

· More ports per site are needed to handle site peaks (higher cost)

· In case of network problems between the different sites, only the main site can continue working. On the other site, the IVR can still accept the calls but will not be able to transfer the calls (no routing possible because no connection with the main site)