Remote Agent access

[leosayer]

Hello,

My company is out sourcing its basic IT Helpdesk function. As part of the knowledge transfer and gradual move away from its internal team, we wish to push some calls to the new setup, while the majority remain internal until a overall cut off, once management are satisfied with the new service.

We run a CM5.2

Currently there is a IT Helpdesk VDN > Vector > Hunt Group, where the call comes in and is pointed towards 4 ACD agents.

The plan is to add a fifth member to the hunt group, but to push calls to the fifth member to the new remote (Independent system). Would it be possible to log the new member into the hunt group and then either forward the new member to a remote number or via cover path remote, so that they receive the calls?

Any opinions on the best way to achive this or the overall aim?

Many thanks

Leo

 

[Stinney]

Use IP Agent, you should have a few licenese as part of your version already.

- Stinney

Quoting only proves you know how to cut and paste.

 

[4merAvaya]

In order to use IP Agent or IP SoftPhone the outsourced person will need to connect to your LAN. VPN connections work fine.

Kevin