When the Global Voice Assurance feature is available for your account, any call plans ending with a Universal Contact Distributor (UCD) applet can benefit from the feature; all your existing call plan logic will work. The automatic benefit to your call plans is that—because all your agents are configured in the same NewVoiceMedia platform instance—your plans have access to all your global agents. You no longer need to transfer the call to another NewVoiceMedia platform instance in another region to route calls to those agents. For information about Global Voice Assurance, see Global Voice Assurance.
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To get the maximum benefit out of the Global Voice Assurance feature, use skills to preferentially route calls to agents in the region closest to the incoming call. If no agents are available in the closest region, the estimated wait time is too long, or after a configurable period of time, you can route the call to agents in an alternative region. The following examples benefit both from all agents being in one NewVoiceMedia platform instance, and from local calls wherever possible.
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