Occasionally I work from home and would like to be able to log in as an Agent and take Help Desk calls while there. Is this possible? Is there a way to just forward my ICD extension to my home or cell number? Thanks!
Yes, you can take calls from home, for that you need to part of the CSQ which routes calls to available agents. If you want to use Agent Desktop through a Virtual Private Network(VPN), here is the info from Cisco Agent Desktop User Guide.
Agent Desktop is able to connect to Cisco Desktop Product Suite servers through a virtual private network (VPN). This enables an agent to work remotely and still have the benefit of Agent Desktops full functionality.
Cisco VPN 3000 Concentrator and Cisco Soft VPN Client are required for access. Other VPNs may work, but this configuration is the only one that has
NOTE: Agent Desktop with Media Termination is not supported behind a VPN if a proxy server is configured. In that case, there is one-way audio
and Agent Desktop does not work.
Answer for Q#2, Refer the below release-notes which describes the Supported and Unsupported configuration for Agent Desktop and ICD Extension.