Chương 11, "Các nút và các quá trình, xem xét tất cả các quá trình khác nhau chạy trên một máy chủ UCCE, và bạn có thể quan sát một trật tự ưu tiên khởi động để giảm thiểu số lỗi quan sát. Lệnh tương tự cũng tồn tại khi thực hiện một ban đầu | Chapter 8 Call Routing 103 Call overflow occurs when a call is delivered to a site but no agent resource is available at that particular site to answer the call so the platform automatically routes the call over the private network to a different site that it believes has available resources. Figure 8-6 illustrates an example of call overflow. The inbound call has arrived on ACD A because the caller dialed a DID number that terminated at this site. From the DID number the ACD is aware of the type of call and therefore the skilled resource that the caller should be connected to. Unfortunately no resources are available at this site. However because of the intelligent connection between the two sites ACD A has visibility of available skilled resources at Site B so it sends the call over the private telephony trunk between the sites. Site A Site D Site E Figure 8-6 TDM Call Overflow to a Second Site From the Library of 104 Cisco Unified Contact Center Enterprise UCCE Even when implemented as a full mesh this type of installation is an example of not treating the problem of inbound calls being received at the wrong site. Routing calls over a private network can prove to be expensive and also has physical limitations. For example a T1 line between each ACD would allow a maximum of only 24 calls to be privately routed. Additional costs would be incurred through the purchase of multiple TDM voice cards for each ACD to support the private voice traffic. Operating costs are also increased as overflow calls require at least twice as many lines for each call. Table 8-2 compares several of the common advantages and disadvantages of private network routing. Table 8-2 Private Network Routing Advantages and Disadvantages Advantages Disadvantages Predictable inbound call volumes to the PSTN The tie lines or telephony interconnects connection for each site. between ACDs are expensive to install and incur rental charges. Call distribution between sites is handled .
