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Overview of the Offsite Agent desktop application
8 NN44400-120 Offsite Agent User Guide 26 November 2010
Offsite Agent Agent Desktop concepts
Offsite Agent Connection Modes
Offsite Agent supports two connection modes for agents, Permanent Connection and
On Demand. The mode you use is decided and configured by the contact center
administrator.
In Permanent Connection mode when you log on to the contact center, the Offsite Agent
server makes a single call to your telephone number. This call remains up for the
duration of your shift–you should not physically hang up the telephone (if you do
accidentally hang up, Offsite Agent re-establishes the call). Offsite Agent bridges each
contact center customer call through to your line.
Depending on the configuration applied by the Administrator, you either:
• hear a tone to alert you to the incoming call, which you must take (mimicing a forced
call answer presentation class), or
• use the Accept button on the Agent Desktop to accept the new call
In On Demand mode the Offsite Agent server registers your login, but does not set up
a call to your remote telephone. For each contact center customer call, Offsite Agent
initiates a new call from the contact center PABX to your telephone. You need to
physically answer the telephone to take the call.
Accessing the Agent Desktop application
When you are using Offsite Agent to connect to the contact center, you must use Agent
Desktop on your offsite desktop PC or laptop. Agent Desktop allows you to log onto
Offsite Agent, specify your offsite telephone number, and exercise call control over your
telephone to use normal contact center agent functions. To simplify the deployment of
the Agent Desktop application, the Agent Desktop server employs smart client
technology to provide the desktop functionality without requiring a software install. You
simply use a URL in your browser to invoke the Agent Desktop interface on your PC.
Identifying yourself as an offsite agent
Because Agent Desktop is a generic application that both onsite and offsite agents can
use, you need to explicitly identify yourself as an offsite agent the first time you use the
application. Agent Desktop stores this setting so that you do not have to repeat this
operation.
However, if you are a mobile worker and switch at times between working onsite and
offsite, then you will need to change your offsite status each time you change location.