Contact Centers, CRM Customer Engagement

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  • 1.  911 calls from remote agents

    Posted 02-02-2023 09:37 AM
    How are people handling 911 calls from remote agents, using Workplace or Agent for Desktop?  Do you advise staff to not dial 911 from the application?  I am just looking for feed back on this issue.  Thank you.

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    David Frye
    Telecomm Manager
    Tucson City Government
    Tucson AZ
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  • 2.  RE: 911 calls from remote agents

    Posted 02-03-2023 06:32 AM
    While we currently advise agents not to use their remote softphone for 911 calls (the One-X splash screen also advises against 911 calls), we are moving to a NG911 system that will allow agents to update their own location for emergency calls

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    Ryan Murphy
    Telecommunications Analyst
    Hudson Valley Credit Union
    Poughkeepsie NY
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    Original Message


  • 3.  RE: 911 calls from remote agents

    Posted 02-03-2023 07:12 AM

    David,

    Here at Michigan State University, for desktop clients (Windows and Mac), we require softphone users to self-identify their 911 location using 911 Secure.  This software allows the user to report their current 911 location when the pc starts up or whenever it detects a network connection change.  

     

    For softphone users on a cellular device, you can configure the settings file to send 911 calls out the phones cellular network which of course uses latitude and longitude to determine your location. 

     

    Christopher Grewe
    Unified Communications Team

    email grewec@msu.edu  | office/cell/fax/SMS - (517) 884-7999  

    Michigan State University Information Technology | 169 Service Road, STE 104, East Lansing, 48824

       

     




    Original Message


  • 4.  RE: 911 calls from remote agents

    Posted 02-03-2023 01:48 PM
    That is still the advice with Workplace, but the recent mobile clients (Android and iOS) can be configured with emergency numbers, which when dialled, automatically make the call using the mobile devices normal call app (so the device needs to be able to make call that don't go via the Avatar switch). I think the setting is something like SET CDNL (Cellular Direct Number List).



    Original Message


  • 5.  RE: 911 calls from remote agents

    Posted 02-03-2023 02:03 PM
    Edited by Chris Grewe 02-03-2023 02:03 PM
    Actually the setting is:

    SET CELLULAR_DIRECT_ENABLED "1"
    SET CELLULAR_DIRECT_NUMBER_LIST "911"

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    Chris Grewe
    Michigan State University
    East Lansing MI
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    Original Message