Interaction Administrator Help
About remote stations
Interaction Center supports two types of remote stations: dynamic and configured (static). Each type of remote station connection serves a slightly different purpose, depending on the needs of the call center and of the remote agent. Both provide the same full functionality of the CIC clients.
Dynamic remote CIC client connections
Dynamic remote stations enable traveling agents to connect to the CIC server and place or receive calls from any remote location. This provides maximum flexibility for agents who may need to work from multiple locations and yet receive calls at a single phone number. When such a remote agent starts a CIC client and logs in to the CIC server, the agent enters a local phone number (for example, the desk phone, cell phone) where the CIC server will route calls for that agent.
Dynamic remote stations are not predefined station names configured in Interaction Administrator - the telephone number given when the agent starts the CIC client and logs in to the CIC server is the remote station. The CIC server detects that the user is logged in and routes calls for that user’s extension to the remote phone number.
Configured remote stations
Configured remote stations are defined in Interaction Administrator as a “Remote Station” type of workstation with a single remote phone number for all calls to the remote agent’s extension. Configured remote stations ensure that the remote agent always connects to the CIC server using the same remote phone number, unless a CIC administrator changes it. Some call centers may prefer this approach, to ensure remote agents are working from the prescribed location.
The remote station name can be the same as the remote agent’s workstation (computer) name, or it can be another name. The CIC administrator is responsible for creating these Remote Station workstations and either installing the CIC client with the appropriate command line parameters on the remote agent’s computer, for or educating the remote agent on how to use the CIC cClient (remote) Login dialog box to enter the station name.
SIP stations are local
Remote agents who use a SIP-enabled device or IP phone to receive calls from the CIC server are not classified as “remote stations,” either dynamic or configured. This is because SIP devices or phones connect directly to the CIC server via an IP-based network connection. The distance from the server or the physical location of a SIP device or phone has nothing to do with its classification as a “remote” station.
Each SIP device or phone is configured as a “local” workstation type of station in Interaction Administrator, with the connection type of “SIP.” The connection type of “Line” is used for analog phone workstations. The configuration specifies the SIP address of the computer, which must be on the same domain or trusted domain as the CIC server. Some “remote” agents with SIP devices or phones may use a Virtual Private Network (VPN) connection over the Internet to connect to the domain and to run the CIC client and log in to the CIC server. In any case, these stations are treated as local workstations by the CIC server.
Remote station licenses
Even though dynamic remote stations are not configured in Interaction Administrator, each dynamic station connection is counted toward the total number of station licenses purchased for your Interaction Center server. The number of current dynamic station connections is added to the number of configured stations (remote stations, workstations, and stand-alone phones) that are active to calculate the total number of active stations. If a remote agent attempts to start the CIC client and log in to the CIC server when the total number of station licenses are in use, that agent will not be able to connect, and he or she will see an error message that indicates that no stations are available. An error message will be logged in the event log on the CIC server as well.