1.
Deploying a cloud-based contact center with
an existing premises-based phone system

2.
SELLING UNIVERGE BLUE® CLOUD CONTACT CENTER2
UNIVERGE BLUE® ENGAGE
UNIVERGE BLUE® ENGAGE is a highly customizable cloud-based contact center solution, designed for greater
responsiveness and optimal customer experience. ENGAGE improves the handling and oversight of communications
through a range of agent and supervisor contact center services:
Highly flexible solution including easy deployment for remote / home workers.
Scalable from the smallest call-centric teams to large omni-channel environments.
Streamlines incoming inquiries from multiple channels using smart routing and delivers context to agents for optimal
customer experience.
Reduces response time and improves service quality along with caller and agent experiences.
Compatibility with most CRM and ERP systems and collaborative apps ensures easy adoption and minimizes disruptions.
ENGAGE can be used in conjunction with UNIVERGE BLUE® CONNECT, a unified cloud-based communications and
collaboration platform, as well as with existing cloud or on-premises phone systems. This document will examine how
to deploy ENGAGE contact center with an existing premises-based phone system. Following is a generalized view of
how ENGAGE over-the-top connects to a premises-based PBX; more detailed scenarios and diagrams follow later in this
document.
DEPLOYING A CLOUD-BASED CONTACT CENTER2
Existing PBX
PSTN Trunk
Non Agent
EXT: 2200
ENGAGE Agent (ACD Subline 2301)
DID: 404-555-2301, PBX EXT: 2300
Customer dials local
or toll-free number
ENGAGE
Agent software
Internet
ENGAGE CONTACT CENTER
ENGAGE IVR
When overlaying a cloud-based contact center solution on a premises-based phone system, it is important to first
identify the desired call flow. There are two common use cases to consider:
Use Case 1, Dedicated Contact Center Phone Number: In this scenario, the contact center has one or more
dedicated local or toll-free numbers. These numbers are not shared with the corporate phone system and are
solely used to deliver calls to the contact center.
Use Case 2, Contact Center Phone Number shared with Phone System: In this scenario, calls to the contact
center first reach the PBX, and are generally answered by the automated attendant. Callers select an option to
route calls to the contact center.
These use cases, and the decisions taken for each, create several possible scenarios which are detailed below.
PSTN

3.
DEPLOYING A CLOUD-BASED CONTACT CENTER3
SCENARIO 1 – DEDICATED CONTACT CENTER PHONE NUMBER
In this scenario, one or more local or toll-free numbers connect directly to the contact center. This/these number(s) may
route directly to the contact center or through shared or dedicated PBX trunks, but do not receive any additional routing
instructions from the PBX. As an example: customers may call a dedicated number and reach an Interactive Voice Response
(IVR) system, which then collects information and routes the call to the agent queues and ultimately, the agent.
Please see the following diagram for an abstracted example of an existing call flow; we will then examine how this schema
will change after the implementation of a cloud-based contact center. The role of the PBX in this scenario is to provide a
path for the call from the customer to the contact center; the PBX also provides call control and calling features in that it
maintains the connection between the parties.
 Caller dials the number dedicated to the contact center
2 The PSTN routes the calls to the existing PBX
3 The PBX sends calls to the contact center
4 Calls arrive at agent phones by way of existing extensions
Scenario 1 (dedicated number) call flow – existing / prior to changes
Contact Center
On-premises PBX
Agent phones
1 4
2 3
Customer dials local
or toll-free number
PSTN
To replace the existing contact center with UNIVERGE BLUE® ENGAGE in this scenario, requires the following:
1. Port the dedicated contact center number from the current provider to NEC and assign it to ENGAGE. Please note that
porting a number DOES NOT mean losing ownership or control of the local or toll-free number (see FAQ at the end of
this document). The customer always retains ownership of the phone number(s). Verify with the local PSTN provider
availability to port the required number(s).
2. Each agent’s phone must have an assigned Direct Inward Dial (DID) phone number. The DID is used by ENGAGE to route
a call to the agent’s phone. If the phones do not currently have DIDs, they will need to be added.
3. The phone system must have adequate trunking/channels to handle the anticipated call volume.

4.
DEPLOYING A CLOUD-BASED CONTACT CENTER4
Existing PBX
Agent phone
Customer dials local
or toll-free number
ENGAGE
Agent software
ENGAGE IVR
PSTN
1 2
3a
3b
4
5
General Call Flow, after changes
 Caller dials the number dedicated to the Contact Center
2 The PSTN sends the call to ENGAGE
3 Engage interacts with the customer
a. If needed routes the call to an agent, by way of the PSTN
b. Simultaneously, ENGAGE pops the Agent software on the Agent’s screen
4 The call is routed to the agent. If the agent is using a PBX phone, the call is routed to the PBX
5 The PBX routes the call to the Agent’s phone. Call control is assumed by the ENGAGE Agent software
Scenario 1 (dedicated number) call flow – after implementation
The following revised diagram demonstrates using UNIVERGE BLUE® ENGAGE to handle contact center functionality.
Internet

5.
DEPLOYING A CLOUD-BASED CONTACT CENTER5
Customer dials local
or toll-free number
PSTN
1
SCENARIO 2 – MIXED-USE CONTACT CENTER NUMBER
In this scenario, a local or toll-free number serves multiple purposes, only one of which is the contact center. As an example:
customers might call the business and hear a PBX greeting to the effect of “thank you for calling. Press 1 to reach an operator.
Press 2 to dial by extension. Press 3 to reach customer service.” The customer service option connects the caller to the contact
center, which then distributes the calls to the available agents, while the other two options serve different business functions
and send the calls elsewhere in the company.
Please see the following diagram for an abstracted example of an existing call flow; this document will then examine how the
schema changes after implementation, based on which decision is made. The role of the PBX in this scenario is to provide a
path for the call from the customer to the contact center; the PBX also provides call control in that it maintains the connection
between the parties.
Scenario 2 (mixed-use number) call flow – before changes
On-premises PBX
Caller presses 2
Dial by extension
Caller presses 1
Reaches operator
Caller presses 3
Reaches Contact
center
Auto-
Attendent
2
3 4a
 Caller dials the mixed-use number that serves the contact center as well as other business functions
2 The PSTN routes the calls to the existing PBX
3 The PBX delivers the calls to the auto-attendant
4 Based on customer input, the auto-attendant routes the call
a. If the call is for the operator or dial-by-name, the auto-attendant routes calls to these functions
b. If the call is for the contact center, the auto-attendant sends the calls to the IVR or queue and ultimately,
the agent extensions
In order to move the contact center functionality to the cloud, a decision must be made, regarding how the calls will be
handled and which system (the existing phone system or the new cloud–based contact center) will be the “front end”. If the
PBX is the front end, it will need to transfer calls to the cloud contact center, thus using an inbound and outbound switch port.
If the contact center is the front end, it will transfer calls needing PBX routing/handling back to the PBX. When determining
which system should front-end calls, it is best to base the decision on usage. A helpful rule of thumb is the 80/20 rule: if the
contact center receives the clear majority of traffic, then the correct approach is to utilize the contact center as the front
end. If a majority of the calls are non-contact center, the PBX should be the front end.
4b

6.
DEPLOYING A CLOUD-BASED CONTACT CENTER6
SCENARIO 3, MIXED USE NUMBER
(MAJORITY OF THE CALLS ARE FOR THE CONTACT CENTER)
This scenario also considers a “mixed-use” number, wherein majority of the calls are for the contact center and the rest are for
other business functions (e.g. Operator, dial by extension). In cases like this, if the majority of the call traffic is for the contact
center, the correct course of action is to port the phone number (currently pointed to the PBX) to the cloud-based contact
center. The business still retains ownership of the local and/or 800 number and avoids the vast majority of potential issues.
ENGAGE will build the call flow to match the existing setup as closely as possible.
To overlay UNIVERGE BLUE® ENGAGE in this scenario would require the following steps:
Port the mixed-use contact center number from the current provider to ENGAGE. The other business functions will require
one or more separate DIDs. Agents will also require their own DIDs.
When the customer places a call to the contact center, the PSTN sends their call to ENGAGE in the cloud.
Calls still arrive at an IVR, which is now built in the ENGAGE cloud rather than locally. The IVR can generally be built to closely
mirror or even exactly match the version it’s replacing. The IVR greeting should instruct the caller to press 1 or 2 for “all other
business functions,” and press 3 to reach the contact center. The first path leads back to the PBX, which can then execute
functions such as Operator or dial by extension. Option 3 will send the calls on to the contact center agents

7.
Auto-
Attendent
DEPLOYING A CLOUD-BASED CONTACT CENTER7
Scenario 3 (mixed-use number) call flow – after decision to port
 Caller dials the number of the business
2 The PSTN sends the call to ENGAGE, now acting as the front-end
3 ENGAGE sends the call to the IVR
a) If the call needs to reach a contact center agent, the IVR sends the call through the PSTN
b) Simultaneously, the call details are sent to the agent’s ENGAGE Agent software
4 If the agent is using a phone on the existing PBX, the PSTN sends the call to the PBX
5 The PBX delivers the call to the agent’s phone via their DID. Call control is assumed by the ENGAGE Agent software
6 If the call is for business functions other than the contact center, the IVR sends the call back to PBX,
by way of the PSTN
7 The PSTN delivers calls for these other business functions to the PBX
8 The PBX sends the call to the auto-attendant
9 The PBX routes the call internally, based on the caller’s selection
a) If the caller presses 1, they will reach the Operator
b) If the caller presses 2, they can dial by extension
The local PBX remains in play under this schema but no longer acts as the front end. If the caller needs an existing business
function other than the contact center, ENGAGE will send the calls to the PBX via a separate DID, where an auto-attendant
will in turn route those calls based on the caller’s selection.
Customer dials local
or toll-free number
PSTN
1 2
3a 6
4
7
Agent phone ENGAGE
Agent software
Internet
3b
ENGAGE IVR
Existing PBX
8
5
9a 9b
Caller presses 2
Dial by extension
Caller presses 1
Reaches operator

8.
DEPLOYING A CLOUD-BASED CONTACT CENTER8
SCENARIO 4, MIXED USE NUMBER
(MAJORITY OF CALLS ARE NOT FOR CONTACT CENTER)
In this scenario, the phone number is again “mixed-use,” wherein some of the calls are for the contact center and the rest
are for other business functions (e.g. operator, dial by extension). However, some businesses may find that the bulk of their
calls go to these other business functions, and that contact center calls are a relatively small portion of the overall traffic. In
this case, the business may choose to set up the following:
Calls continue to reach the existing PBX, via the same multi-use DID.
Callers who press 1 will be sent to the Operator via the PBX, as they are now.
Callers who press 2 will be able to dial by extension via the PBX, as they do today.
Callers who press 3 will be sent to the ENGAGE contact center agents. The on-premises PBX will forward the call to the
DID assigned to the contact center. Agents will also require their own DIDs.
Businesses selecting this schema should be aware of the following considerations.
1. Not recommended: Under no circumstances should the forwarding to ENGAGE be done at the level of an individual
phone. This method always depends entirely on one device being connected and available and is thus inherently
unreliable.
2. Forwarding at the PBX level is a more dependable solution, but still presents limitations. If the PBX is handling the bulk
of the work, sending calls to the contact center and then back to the PBX, a “hairpin turn” scenario is introduced. Traffic
coming from the local PBX reaches the ENGAGE contact center and must immediately make the “turn,” heading back to
the PBX and then to the agent.
This schema can introduce inefficiencies and be detrimental to performance: multiple lines or SIP trunks are tied up
when a call is active. Every call that is terminated at an agent using a PBX phone under this schema will consume
multiple channels, and at peak times the PBX may run out of channels and/or experience QOS issues. Manifested at
scale, this can put strain on telecom resources and incur additional costs.
3. Recommended: wherever possible, the best solution is again to port numbers to ENGAGE.
4. Originating Caller ID cannot be guaranteed to be delivered from PBX back to ENGAGE as this would be dependent
on PBX functionality as well as local carrier’s regulations. Not having the original Caller ID presented to ENGAGE will
result in incorrect CTI implementation (screen pop, CRM integrations, etc) as well as search capabilities for reports,
recordings, etc.
Following is a revised diagram for Scenario 4, mixed-use number, when forwarding calls to the contact center rather
than porting.

9.
DEPLOYING A CLOUD-BASED CONTACT CENTER9
Scenario 4 (mixed-use number) call flow – after decision to forward Contact Center calls
The local PBX remains in play under this configuration and is required to perform a central role in call control and routing.
If the caller presses 1 or 2, the PBX will receive calls and send them to the existing business functions (Operator, dial by
extension). If the caller presses 3, the PBX will forward calls to the separate DID provided for the ENGAGE contact center.
The recommendation is to consider all factors and potential limitations and speak to both ENGAGE staff and the existing
number carrier to determine the optimal schema. Please see the FAQ for further details.
 Caller dials the number of the business
2 The PSTN sends the call to the existing PBX
3 The existing PBX sends the call to the existing Auto Attendant
a) The Auto Attendant routes calls internally
b) If the call is to be directed to the ENGAGE Contact Center the Auto Attendant instructs the PBX to route the call
to the phone number of the ENGAGE Contact Center
4 The PSTN delivers the call to ENGAGE
5 ENGAGE interacts with the customer
a) If it needs to route the call to an agent, it sends the call through the PSTN to the Agent’s DID
b) Simultaneously, ENGAGE pops the Agent software on the Agent’s screen
6 If the agent is using a PBX phone, the call is routed to the PBX
7 The PBX routes the call to the Agent’s phone. Call control is assumed by the ENGAGE Agent software
Auto-
Attendent
Caller presses 2
Dial by extension
Caller presses 1
Reaches operator
Customer dials local
or toll-free number
PSTN
1 4
5a
2
6
Agent phone ENGAGE
Agent software
Internet
3b
ENGAGE IVR
Existing PBX
3
7
3a 3a
5b

10.
DEPLOYING A CLOUD-BASED CONTACT CENTER10
FREQUENTLY ASKED QUESTIONS (FAQ)
Q: What happens to existing numbers?
A: In all cases, the customer retains ownership of their numbers. Below are some specific scenarios.
Verify with local carriers for any limitations (contractual, regulatory, or policies) in reference to your ported number(s).
Q: What happens to toll-free numbers?
A: ENGAGE becomes the service provider for the toll-free number. The customer still owns the number and can move it
back at their discretion. The Contact Center specifications with ENGAGE will describe whether these calls will incur billed
usage. ENGAGE has very competitive toll-free rates as a result of volume purchasing and can match or reduce current
rates offered by existing carriers.
Q: Does ENGAGE offer toll-free carrier redundancy?
A: ENGAGE uses two toll-free network providers for North America, allowing the capability to swing toll-free numbers
between carriers in the event one carrier is having network issues.
Q: What about local numbers?
A: ENGAGE becomes the service provider of the local number only, not the local lines associated at the premises. The
local number is simply ported to an ENGAGE local line carrier provider for that city and that carrier delivers the calls to
ENGAGE. The business is still the owner of the number and can move it back to another carrier at its discretion.
Q: The local number might be the billing number – what are the next steps?
A: When porting a local number, the existing carrier can determine whether the number is the BTN (billing telephone
number). If the number to be ported is the BTN of the current carrier’s account, the customer will need to arrange with
their carrier to assign a new BTN to the account before porting the desired number to ENGAGE.
Q: How are Contact Center calls transferred to other PBX or Agent extensions?
A: All transfers must be performed via ENGAGE Agent Desktop. Transfers will need to be directed to a recipient’s DID
number, meaning that all users outside the contact center who will be receiving transferred calls from an agent will also
need to have a DID number.
If an agent uses their phone to directly transfer the call, the ENGAGE Agent desktop software will remain in a Busy-
On-Call state until the other party terminates the call. This scenario would impact agent availability and, again, can be
avoided simply by using the ENGAGE Agent Desktop software to perform the call transfer.

11.
DEPLOYING A CLOUD-BASED CONTACT CENTER11

12.
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EMEA (Europe, Middle East, Africa) – NEC Enterprise Solutions – www.nec-enterprise.com
Australia – NEC Australia Pty Ltd – au.nec.com
Asia Pacific – NEC Asia Pacific – www.nec.com.sg
Corporate Headquarters (Japan) – NEC Corporation – www.nec.com
About NEC Corporation – NEC Corporation is a leader in the integration of IT and network technologies that benefit businesses and people around the world.
By providing a combination of products and solutions that cross utilize the company's experience and global resources, NEC's advanced technologies meet the
complex and ever-changing needs of its customers. NEC brings more than 120 years of expertise in technological innovation to empower people, businesses
and society.
July 2020 – NEC is a registered trademark of NEC Corporation. All Rights Reserved. Other product or service marks mentioned herein are the trademarks
of their respective owners. Models may vary for each country, and due to continuous improvements this specification is subject to change without notice.
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