Hello
We are looking for a solution for our call centers that will allow the agents to work remotely and we understand Jabber is the preferred method from Cisco. We are UCCX 10.6 and all of our call centers use finesse with extension mobility into the phone.
We have some clarifying questions related to this feature and how it would work with certain scenarios.
First of all we understand that we could only set up each agents jabber profile with just their agent ID and not also their private lines, it can only allow for 1 line.
Our agents with stationary private phones generally log into extension mobility on their phones and don't log out, only agents who need to be more mobile will log out of extension mobility so someone else could login. We have chosen to turn off the automatic disconnect for extension mobility due to complaints from our call centers.
We have identified that when the jabber account is created with the agents ID and is logged into on the desktop, and their still logged in to extension mobility on a device, we are allowed to login to finesse because it recognizes the extension mobility login of the device. However if the device in which the user is logged in via extension mobility goes down for some reason without the ability to log out of extension mobility, they user cannot login to finesse even though their jabber client is up.
This creates an issue for us in regards to this kind of set up for our customers, it would be nice if there were a way for the user to be prompted from the system to be able to log themselves off of the devices extension mobility profile in order for the jabber client to take over, thus allowing them to login into finesse. We as CM admins don't want to have to intervene everytime this type of situation would occur; we know we can log them off of the individual devices.
We are looking towards jabber as the call center remote access instead of IPC because many of our users may use Apple mac computers.
Is version 11 on CM/UCCX going to accomodate the ability for the user to choose to kick themselves off of extension mobility on the device if they need to use jabber remotely?
We are being tasked with identifying a solution for remote access in any case.
