Contact Centers, CRM Customer Engagement

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  • 1.  Bridged Appearances on agent softphones

    Posted 12-16-2020 04:44 PM

    Avaya does not support bridged appearances on One-X Agent or Agent for Desktop (AAfD).  However, it's been a solution we've had for many of our agents before they needed to work remotely.  Since working remotely, we've encountered numerous issues with the use of those bridged appearances on agent softphones.

    The reason for bridged appearances: many agents have non-DID extensions to prevent outside callers from calling an agent directly, but the agent will occasionally need to transfer or make a call to an external entity and use a bridged appearance of a DID extension to do so.

    Is there another way to meet the same goal without use of a bridged appearance?  We are using Avaya Aura platform (SMGR8/SM8, CM7, mostly H323 endpoints, SIP trunks to carrier).

    Thank you!

    Shane Comer
    Network Engineer
    Washington State Department of Health

  • 2.  RE: Bridged Appearances on agent softphones

    Posted 12-17-2020 06:59 AM

    Hi Shane - We have our agents with non-DID stations as well.  We set the COR on the station to allow external calling and have no problem with with dialing externally.  If you don't adjust what you outpulse  in the public or private unknown-numbering table it may look weird to the receiving party but you can make external calls without a DID number.

    Mary Doran
    Lead Telecom Analyst
    Danbury CT