I have a few agents that work from home using VPN connectivity and a softphone on their desktop. They are able to login and take calls no problem using the agent software once they are logged in. But when you open up the supervisor software, we do not see the agents listed there. I see them flicker in and out of the supervisor desktop. If they are in the office then they show up no problem. So something about being at home over the VPN using the softphone (ip communicator) is causing this. Anyone have any ideas?
Yeah that did it. Knowing the communication ports between UCCX and the CAD pointed me to my firewall. I was able to see the traffic coming from UCCX going towards the VPN user so when I created a new ACL and allowed the traffic. The agents appeared within CSD. Thanks for your help.
