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Setting up a virtual call center with geographically distributed agent teams is very easy. |
In just a few steps, as described below, remote agents take over queue calls, no matter their location or the phone terminals they use. For instance, remote agents can be prepared to intervene and take incoming calls in case there are no local agents available or when they cannot be physically present in the call center.
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How to Set Up
Any phone terminal, whether it belongs to a public phone network or a mobile network, can be a remote agent for a VoipNow call queue. However, a remote agent cannot be active in several queues at the same time.
Start the setup by accessing the Queue Agents icon in the management page of the Queue extension. Click the Add Remote Agent icon and fill in the form taking into consideration the explanations below.
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How It Works
Connection to the queue is done through the Queue Login Center, which needs to have a public number assigned (a DID number).
Here's how a remote agent connects to the queue:
- Remote agent dials the Queue Login Center number.
- Remote agent is required his AgentID and the PIN of the queue he wishes to connect to.
- If authentication is successful (i.e. PIN and AgentID are correct), the Queue Login Center announces the queue that the remote agent has logged in.
- The remote agent is then logged in the queue and treated like a local agent.
At this point, the remote agent is able to receive incoming calls either on a predefined number (if he previously opted for static registration) or any phone number (if he preferred dynamic registration).
Tips & Tricks
Since the VoipNow call queue and the remote agent are in different phone networks, call charges can occur because queue calls are forwarded outside the Voipnow server using a (SIP) channel.
Remote Agents are not VoipNow extensions logged directly into the call queue, but public users (such as mobile or landline) logged in using an intermediary authentication leg.
The main advantage is that remote agents can receive inbound calls outside their regular workplace.
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