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Originally posted by Vikki P;23006The issues we are having is that we have two endpoints, each with a satellite location. Calls come in through various carriers on DIDs and TFNs and have to reach agents at one or both locations, as we are an outsourcer and have different teams who handle inbound calls, some dedicated, some shared. We do have media servers at each primary endpoint, and audio is dynamic, so the media servers take care of what they can locally...but there are times that a call comes in at one end and the agent is at the other end of the WAN link, so the traffic passes over the WAN to reach the station.
The other issue is outbound traffic. Because we are moving our "primary" from one end of the system to our new datacenter at the other end, where the SQL and web servers reside, our greatest outbound call capacity is located where the former primary was, and again we are seeing traffic traverse the WAN to reach the lines that have available capacity.
Is there a comprehensive reference for advanced dialplans where I could learn to better manage our calls, and if a campaign is using agents at both sites, how can I control where the Dialer places the outbound call so that it reaches an available agent, or control which calls an agent can pick up based on which media server is carrying the call? We are using Regionalization and all SIP stations and endpoints are properly registered to a location.
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