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Hall of Fame Super Silver

Remote PSTN Agent

I have a customer that needs agents to use their cell phones. Cisco recommmanded Metreos Remote Agent application as the solution. Does anyone have an expereince with that or any other product which would support this scenario?

Chris

  • Contact Center
3 REPLIES
Blue

Re: Remote PSTN Agent

I have not used this product but I have created scripts to dial out to cell phones and if answered enter a dtmf digit to accept the call.

Obviously not a great solution but works :)

andy dignan - berbee

Hall of Fame Super Silver

Re: Remote PSTN Agent

Thanks Andy,

The agents need to be able to login to CAD and make themself ready to accept the calls. Also they need to be able to report on these calls.

Chris

Blue

Re: Remote PSTN Agent

Ok, fine..you forced me to tell you :)

You CAN use an ATA/VG248 as an agent controlled line and then get creative with plars on the voice gateway to accomplish a remote pstn agent.

Its not TAC supported but I do have this working in one call center and it has been running with no issues.

andy dignan - berbee

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