Contact Center Agent and Supervisor WFH Solution

[Siva chinap]

Dear All,

Our Agents are frequently disconnected when Working from home, is there any reliable solution .

UCCX version 12.5

Expressway-C& 12.6

When agents working from using Jabber for Phone services .

[JohnBushong8071]

Since this call path is over the Internet there are few things an administrator can do to ensure call quality.

1. Agent's ISP bandwidth

2. Enterprise ISP bandwidth

3. Enterprise VPN tunnel QOS

Remember, there is no QOS on the Internet.

[Siva chinap]

@JohnBushong8071 

Thanks for your prompt response,

I am not sure about Enterprise VPN tunnel QOS.

[collinks2]

Are the users disconnecting from finesse?

Are the jabber users registered to cucm via expressway?

Are the users disconnecting from jabber?

[Siva chinap]

@collinks2 

Thanks for your prompt response, below is answer for questions:

1) Are the users disconnecting from finesse?

Agents are disconnecting intermettinly, not always it occur but sometime all the agent logged out .

Are the jabber users registered to cucm via expressway?

Yes Jabber users registered via Expressway.

Are the users disconnecting from jabber?

There is no disconnection on jabber.

[Siva chinap]

1) Are the users disconnecting from finesse?

Agents are disconnecting intermettinly, not always it occur but sometime all the agent logged out .

Are the jabber users registered to cucm via expressway?

Yes Jabber users registered via Expressway.

Are the users disconnecting from jabber?

There is no disconnection on jabber.

[collinks2]

Are the Agents accessing the finesse page through VPN?