remote agent

[andercom]

Hi all, I have a customer with two sites, both current UCX 250's, both have a Que setup with 4 or 5 agents each,, all 5010 infinity phones, all in Xstim mode. Each site can monitor the other's que via a wallboard, and there is a sip trunk tying the two systems together. An agent at site A would like to relieve the que at site B during busy times. I would like to set this up to be very simple for the user, so I was thinking of creating an extension on the Site A system that is listed as a static agent on the site B que setup. The Site A agent would then log out of the site A que and hotdesk to that extension when needed. The site B system should then send calls to them as an external static agent.

Is there anything I am missing with this? Will the site B que be able to skip this extension when it is unused and offline during 'normal' times?

 

[ucxguy]

When the extension at site B is offline, the queue will certainly skip it (that is the normal queue behavior).

Maybe you could define a virtual extension on the site B system and use either call forwarding (or find me/follow me) to send queue calls to the agent extension at site A. When the agent at site A would like to receive calls from B, they would enable the call forwarding from B to their extension on A. To stop, they would disable the call forwarding.