UCCX v10.5 Coverage Area Question

[smellring]

Background:  UCCX version: 10.5.1.10000-24

Call Center coverage question:

We have multiple departments with separate with Call Centers.  One of them has 5 remote sites.  Of the 5, 1 is in the same area code as the main campus/site.  The people in charge are requesting to have the other 4 sites outside the area code to be added to be able to help in answering calls, especially during the 2nd shift. The people asking stated that the last person responsible stated it would cost additional money to do this.

With that stated, I want to clarify that I took over (by default-everyone else left the comany) and am still learning (trial by fire) so, your answers may need to be a little more simplified.

Therefore, the questions is: Can you add additional employees to UCCX even though they are not in the same area code without any additional cost?

Thank you!

[Chris Deren · Accepted solution]

Absolutely, the beauty of IP voice solution is the agents can be anywhere on the Earth (assuming requirements such as latency, etc are met).  So, not sure what your predecessor was smoking, but perhaps there is something more to it.

In nutshell you configure the agent phones with ACD extension, configure the users as agents and assign to proper skills.

[smellring]

Thank you Chris.

As for the last person, they preferred to blow smoke and not perform their duties.  :-)