Remote Agent Support

• A persistent connection keeps the voice connection open between calls.

• Campaigns can audibly notify remote agents when a persistent connection is established.

Feature Overview

Call center agents can participate in campaigns while working at home or from other locations away from the call center.  These remote agents can run Interaction Scripter from any location that has access to the Internet and a telephone. 

Remote agents can connect to the Outbound Dialer Server in a number of different ways. The requirement is determined by the accessibility of the CIC server—whether or not it is completely behind a firewall at the corporate network.  If the server protected by a firewall, remote agents may need a VPN (Virtual Private Network) connection.  If the corporate network permits the server to be accessed from outside a firewall, a simple IP connection may be used. 

Interaction Scripter Client users who are working as Remote Agents can establish a persistent connection at logon time. A persistent connection allows agents to disconnect one call, keep the receiver off hook, and place or receive the next call via the client, using the same connection between their telephone and the server.  The Interaction Center automatically reconnects new calls using the existing phone connection.

When a persistent connection is effect, your remote phone stays connected if you leave your remote phone off hook, and disconnect via the client. The CIC server does not dial your remote phone again. It will connect new calls using the existing audio path.  A persistent connection with the CIC server remains in effect until you log off the system or place your phone on-hook.

When a persistent connection is not used, the CIC server closes its connection to the remote phone whenever either party disconnects.  This can reduce long distance expenses and free up lines.

Related Campaign setting

Campaigns can be configured to play a wave audio file when Scripter Client users logon to establish a persistent connection. This wave file should play a tone, or say something such as "connection established" to inform the agent that a persistent connection has been established. See the Persistent Connection campaign setting.