Multi-Site Implementation Worksheet

This appendix covers the following topics:

Telesets

If phone numbers are assigned to telesets, gather the following teleset information. Not all switches assign phone numbers to telesets, and some switches can be configured so that a phone number is assigned to either an agent or a teleset.

Teleset Phone Numbers
Teleset/Line Extension Inbound Phone Number Outbound Phone Number
- - - -
- - - -
- - - -
- - - -
- - - -

The inbound phone number is the Direct Inward Dial (DID) number, the number that an outside caller dials to reach the teleset line directly. The outbound phone number is the number displayed at the destination of a call that is placed to the outside. For most call centers, the inbound and outbound phone numbers are the same. For most call centers, the last few digits of the phone number match the extension number.

Agents

If phone numbers are assigned to agents, record the following information.

Agent Phone Numbers
Agent ACD Agent ID Inbound Phone Number Outbound Phone Number
- - - -
- - - -
- - - -
- - - -
- - - -

Inbound and outbound phone numbers are analogous to the teleset. For most call centers, the inbound and outbound phone numbers are the same, and the last few digits of the phone number match the ACD Agent ID.

Route Points

The following information about route points is required for every implementation.

Route Point Phone Numbers
Route Point Number Inbound Phone Number
^ ^
^ ^
^ ^
^ ^
^ ^

Route points do not have an outbound phone number because they cannot place calls.

Middleware Config Active Routing Target Type

Before proceeding with the implementation, prepare an answer to the following question: When a call is routed to an agent or teleset, is the actual target of the call a specific teleset line, the agent, or the teleset as a whole? The answer is the Middleware Config Active Routing Target Type, even if you are not using Oracle Advanced Inbound active mode.