Remote (home based) ACD agents 2

[chippowell]

Quick query on how folks are setting up remote (home) ACD agents. IP Softphones on work issued laptops? RDC to onsite PC’s with IP Softphones? Hosted or web based methods? I appreciate your input. What are the different ways of doing this?

We are on SCCS 5.0, soon going to 6.0, and Meridian 3.0, but next year to current, hopefully.

Thank you so much!

 

[captaingadget]

Very simply you need to extend your corporate LAN to the home worker via some kind of VPN using a broadband circuit. You can then plug in any work IP device and expect it to work. This is a very simplistic view and there is some very cunning config work to do to make VPN's secure. Please be aware that there is no QoS on the public internet/broadband.

 

[tnphoneman]

Laptop like you mentioned with VPN and I2050.

VPN Router and IP Phone.

Third option is Remote Office.(still requires a VPN Router) Uses the reach line card, uses IP and then can use an analog line as a backup. For redundancy this option is the best.

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