Migration Issue Routing with Attached Data

We are planning to move customer Call Centre to an outsourcing site and have come up against this problem. We have two Meridian switches that will be NACD together with tie lines but using different CTI solutions. The original 81C at the present customer site is using a PEGA CTI solution and will eventually be removed. We are planning to setup the outsourcing site with an Meridian Option 61C using Genesys CTI. We cannot move all customers to the new site at once so calls need to be transferred from one site to another internally. We need to pass attached data with these calls for verification (bank requirement) but the issue is we will not have TServer at both sites.

Nortel says that with NACD they will provide a Network CallID that we can use to trace the call across sites. Does anyone know if this is true or not? We are considering to setup a external routing scheme and write some customization to write to each sites database so that they can pop the information on the correct agents desktop.

Anyone have any suggestions how we can implement this as a temporary measure until all agents migrate to the other site?

Hi, Richard,

yes, there is a Network Call ID being passed between the switches for a call being routed from one switch to another. You will have to develop something similar to Genesys Network Overflow Manager which would store attach data from the first switch, associate it with the network call id, and then pass it on to TServer on the second switch after the call arrives to the second switch.

There are few things you will have to work on though:

a. how to obtain attach data and Network CallID from the telephony application running on the first switch. I assume there is a library of some sort you can use to interface with that server.

b. after a call arrives on a destination ACD, you will have to probably use TLibrary’s RequestAttachData to attach all the parameters to that call.

I am not sure about the (a) part, but the (b) should not be too hard.