Dear,

I am currently looking at gradually implementing home working in my centre. We are using cc6(Symposium) on a Nortel PBX. We do have an IP network used by a remote office. (the contact centre is not yet on ip) Could someone provide some advise what would need to change or added to make Telephony home working work so agents would be visible on the CC6 app and so that calls can be routed to the respective skills.

We have a secure VPN to get data to the home worker which could also be used for VOIP traffic I guess?

hi,

Whilst not specific to CC6 then homeworking call centre via VPN and VOIP is fairly simple technology wise but has some area's that can trip you up:

Bandwidth - if users are on 'home' broadband this isn't asynchronous and therfore you could hit issues with both voice and data upload speeds when trying to write to internal systems

Also on home broadband VOIP can have issues as there is no DCHP QOS ability unless you pay extra for it which means the your call doesn't have any priority over data and can easilly be dropped

PCI - if the homeworker is taking credit card details then there is a whole raft of additional things to consider - the p.c should be in a secure lockable room with no access to anyone but the user etc etc