Contact Centers, CRM Customer Engagement

 View Only
  • 1.  SIP call center softphone

    Posted 09-20-2018 01:01 PM
    We have a need for a call center (agent) softphone that doesn't require VPN.  This would allow users to work from home and load the softphone app on their personal PC and register to SBCE.  This should be easily handled through a SIP softphone with remote worker, right?  From what I can find Avaya has EOS'ed One-x Agent and remoted it from their website.  Their recommendation is the "consider Oceana."  Is there no alternative for a CC Elite customer?  Are we forced to buy laptops and use VPN and One-x Agent H.323?

    ------------------------------
    Travis Hill
    Telephony Engineer
    Scansource
    ------------------------------


  • 2.  RE: SIP call center softphone

    Posted 02-27-2019 11:39 AM
    Travis, not sure if you found your answer at this point but we currently use Avaya Agent for Desktop which is a SIP based agent software and have found it very useful.  if you need more information let me know.

    ------------------------------
    Chris Grewe
    Planner/Inspector/Analyst
    Michigan State University
    ------------------------------



  • 3.  RE: SIP call center softphone

    Posted 04-23-2019 02:39 PM
    Edited by Saqib Karim 04-23-2019 09:18 PM
    ------



  • 4.  RE: SIP call center softphone

    Posted 04-23-2019 08:38 PM

    Saqib,
    These forums are for members to help each other.  They're not meant to post off-topic commercial advertisements.  

    Tom Lynn





  • 5.  RE: SIP call center softphone

    Posted 04-24-2019 08:43 AM
    Hi Chris, I was wondering how you configured the Avaya Agent for Desktop in the CM and can you use a pure SIP phone as the type. I am having issues tryingto get it to work with AACC. We do not have CC Elite, just to be clear.

    ------------------------------
    Richard Browne
    Senior Telecommunications Engineer
    MAP Communications
    Chesapeake VA
    ------------------------------



  • 6.  RE: SIP call center softphone

    Posted 04-30-2019 07:26 AM
    Our deployment of the Avaya Agent for Desktop is with CC Elite not with AACC.  Avaya Agent for Desktop is not supported with AACC at this time and I believe there is a different path planned for that type of integration.

    ------------------------------
    Chris Grewe
    Michigan State University
    ------------------------------