The example shows the primary, status poll, and interflow vectors that redirect calls on the public network using Network Call Redirection (NCR).

An e-Commerce company has three call centers. In an effort to reduce costs, the company implemented NCR to redirect calls on a public network and to reduce the trunking costs between the three call center offices. Best Service Routing (BSR) is implemented to increase the agent utilization.

The company receives calls from a public network. Trunks used to deliver calls from the public network have been assigned Network Call Transfer (NCT) capabilities. NCT occurs after the incoming call is initially answered. With NCT, Communication Manager is required to set up the second leg of the call and then to wait for the second site to acknowledge before requesting the public network to transfer the first leg of the call to the second leg, and before the public network drops the trunks to Communication Manager. The benefit is that Communication Manager retains control over the call and can redirect the call using the trunk-to-trunk method if the NCT invocation fails.

After the second leg of the call is initiated and acknowledged by the public switch, the public network joins the original caller to the redirected-to endpoint and drops both the original call and the second leg of the call at the redirecting Communication Manager.

To activate the NCR feature for each site, the Communication Manager administrator ensures that the Net Redir field on the BSR Application Table screen is set to y for the location entry.

The company has set up IP trunking to emulate ISDN PRI and uses this capability to poll remote sites for possible NCR.

The following sections provides examples on how to set vectors at each site, to use the public network with NCR, as opposed to IP trunking, to route a call from one site to another.