As Im sure many of you have encountered, we have recently had to move much of our staff to home-based. To do that we are relying primarily on Jabber 12.5 softphones.
I have a few of scenarios I am trying to clarify in regard to functionality.
For jabber 12.5 for windows - finesse 11.5 agents and call manager 11.5:
With Supervisors in-house with a 7965 (where they previously silent-monitored), should they be able to monitor home-based finesse agents using jabber phones? (This question I have been able to verify - as long as built-in-bridge and monitoring css are set on both phones, the supervisor was able to monitor both with desk phone and jabber phone while inhouse)
With Supervisors at home - using Jabber phones, should they be able to monitor home-based finesse agents using jabber phones?
With Supervisors at home with a 7965 or 8841 with VPN creds or using MRA (8841s), should they be able to monitor home-based finesse agents using jabber phones?
Using Verint phone-side call recording - is it impossible, possible, likely we should be able to record the home-based jabber users>
Some of the features aren't supported when you using MRA, for instance, here's the description from Cisco:
You cannot use MRA with contact center enterprise features that rely on a phone's BIB. These features include Agent Greeting, Unified CM-based Silent Monitoring, and recording.
You cannot use Jabber with MRA and the Finesse desktop on the same client machine. In some cases, such as the following topologies, you can run with them split onto two clients:
A remote agent who runs Jabber with MRA on one client machine and the Finesse desktop with a VPN connection on a second client machine
A remote agent who runs Jabber on a mobile phone over MRA and the Finesse desktop with a VPN connection on a second client machine
A remote agent who runs a Jabber softphone on a laptop that is connected over MRA and runs the Finesse desktop as a Xenapp thin client
Sure, it is in multiple places, but here's one example.