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I want myagents to work remotely, which is the best tool for that

Hi All, 

 

I want to implement a solution so my agents can work remotely and take calls.

Which is the best solution for that .

Someone suggested MRA Expressway. Any comments on this.

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Re: I want myagents to work remotely, which is the best tool for that

Forum threads aren’t the best avenue to unpack a design and think through all the details; that’s what your Cisco partner should be helping you with.

There are a lot of options, including at least:
- Jabber on a laptop, either over VPN or through Mobile and Remote Access (MRA) provided by Expressway.
- Jabber and a thin client that supports what has previously called VXE, now just Jabber VDI. This would leverage MRA for audio/video/screen sharing but run Jabber UI on the VDI server.
- A Cisco 8800 series IP Phone OAuth the built-in AnyConnect client.
- A Cisco 7800/8800 series IP Phone with MRA.
- A Cisco/Meraki home office router/gateway providing a VPN tunnel back to corporate. Combine with either Jabber or an IP Phone.
- A traditional land line with Jabber Extend and Connect to extend ACD calls off-net to the agent.

MRA is great and a workable solution for many people; however, it’s not a VPN and does not automatically support every feature available from either CUCM or the contact center products. For example, BIB recording is now supported but I believe supervisor barge-in is not (check the docs of the product you’re using). A lot of that stems from Expressway not supporting the SIP UPDATE method - anything that relies on that won’t work over MRA.

Re: I want myagents to work remotely, which is the best tool for that

Thanks Jonathan

This is a great explanation and I hope this will defiantly work.

 

Shreyash

Contributor

Re: I want myagents to work remotely, which is the best tool for that

Don't forget Cisco IP Communicator. True it is End of sale but it isn't end of life and was/is a good option for a number of years.

Re: I want myagents to work remotely, which is the best tool for that

CIPC reaches End of SW Maintenance (ie no more bug fixes) this September. That is the milestone people should have it replaced by a new solution by, especially since it relies on Java! Please do not consider it for a new solution/deployment.

https://www.cisco.com/c/en/us/products/collateral/collaboration-endpoints/ip-communicator/eol-notice-c51-740383.html

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