Connecting Remote Agents
Remote Agent Configuration
If agents are unable to work from home or other remote locations, talented agents are often more difficult to recruit, and current agents may be harder to retain. Today agents can work from home offices or other remote locations, and their access to system resources is identical as their in-house peers, regardless of agent location. Agent location is completely transparent to the caller.
An important element in enabling remote agents is remote access to IP based contact center servers and infrastructure. Border elements enabling secure traversal of real-time SIP-based communications such as session border controllers provide access and connectivity for remote agents working in home offices or smaller remote sites, leveraging broadband internet connections.