We've been using the Avaya Agent software (I think it's being renamed to be Equinox Agent?) to support our remote agents. It registers via SIP, and allows you to use an SBCE as your gateway at the edge (versus a more complicated VPN setup).
The software is good. With a descent headset (take a look at the new L-series headsets from Avaya), the quality is the same as sitting in a normal call-center environment -- assuming the network connectivity at the remote location is good. Reporting wise, you get all the same reports as if they are using a physical deskset.
Another option is to use the 9611 or the J100-series phones as a call-center hardphone. WIth the SIP firmware, you can home them back to an SBC and as long as the remote user has a broadband connection, you are good to go. We have a few users working in that method as well.
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Nick Kwiatkowski
Director of Design and Engineering
Michigan State University
15174322528
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Original Message:
Sent: 03-06-2019 08:56 AM
From: Carrie Wolsfeld
Subject: Remote Agent -- Call center agents working remotely
We need to have a solution in place that allows call center agents to work remotely and be fully functional and accountable. What solutions are you using? Pro's and Con's? I know the One-x agent is being replaced by remote desktop. Appreciate any feedback.
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Carrie Wolsfeld
Network Engineer
The Hub Group
Oak Brook IL
630-271-3888
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