External users in a skillset?

[Beenay25]

I've got a call centre full of people answering the phone (in various skillsets)

The boss has asked if we can divert some of the incoming calls to our ten homeworkers to relieve pressure over Christmas.

Can anyone suggest a way to do this?

 

[yyrkroon]

your ten homeworkers, part of the callcenter? on ACD phones? using CCMS/SCCS?

 

[Beenay25]

Unfortunately not, we'd need to divert to their mobiles or regular home phones.

 

[Utreg]

You can do a ROUTE CALL to a huntgroup (filled with the mobile and home phone numbers).

If needed (route a % of calls externally and keep the rest % in the call center) you can read post:
thread959-1348649
There are various methods to distribute calls but that depends on you version of the Contact Center.

 

[Beenay25]

I can work with that Many thanks.

 

[ScottTech]

I know this is too late for xmas, but there is always next year...

I've only tested this but you should be able to use an IP 2050 Softphone. This is a client which is installed on a PC that uses an IP license and installs like an IP2002/2004. I set it up as an ACD set, acquired it in Symposium, and answered test skillset calls.

If your at home workers have VPN access, they may be able to use this solution.