How to Access And Use Contact Center Software Remotely

Introduction

Our Contact Center environment includes multiple methods of accessing the client software. This article will focus on how to access and use each method remotely, if needed.

The preferred method for accessing our Contact Center environment from off-campus is through the Interaction Connect client. See the instructions below for information about this method.

Special Concepts

  • Remote Number - This serves as the audio device rather than using your computer audio/headset. This can be any phone number that is reachable and should be entered exactly as it would be dialed from on campus. Examples
    • Campus phone number: Enter the 4 digit extension
    • Local phone number: Enter the full 10 digit phone number
    • Long distance phone number: Enter 1 + 10 digit phone number
  • Audio Device - In order to provide a quality audio connection to callers, it is recommended that a USB headset or remote number be used. Using a laptop microphone and speakers is not recommended.

Interaction Connect

Description

Interaction Connect is a web based client that provides all of the necessary functions to handle workgroup interactions. This client also allows for many of the supervisor functions as well including:

  • Manage agent statuses
  • Listen, Coach, or Join agent calls
  • View statistics for a workgroup

 

Requirements

In order to establish an audio connection for calls, the Interaction Connect client uses a remote phone number to pass audio between the caller and the agent. When working remotely this can be any phone number that you have reliable access to including home phones, cell phones, or Skype for Business client (see Audio Device information above). If a cell phone is used, it is necessary to ensure sufficient cell service is available to communicate with the callers. If you normally do not have problems using a cell phone in your location then you should not have any issues.

 

Additional Information

For more information about using the Interaction Connect client, see the article: How to Log In and Use Interaction Connect

Interaction Desktop

Description

Interaction Desktop is a PC based client that runs locally on your computer. The client establishes a connection to the environment to handle interactions. Interaction Desktop provides all of the necessary functions to handle workgroup interactions. This client also allows for many of the supervisor functions as well including:

  • Manage agent statuses
  • Listen, Coach, or Join agent calls
  • View statistics for a workgroup

 

Requirements

In order to use Interaction Desktop, the computer being used must be joined to the ISU VPN client. For more information about using this client see OIT's website.

Interaction Desktop allows for multiple methods of passing audio between the caller and the agent.

  1. SIP Soft Phone: A soft phone client that is already installed with the Interaction Desktop software is used for the audio connection. To use this method you will need a USB audio device connected to your computer.
  2. Remote Number: See description above under "Special Concepts"

 

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Details

Article ID: 100996
Created
Thu 3/12/20 2:45 PM
Modified
Fri 8/20/21 3:05 PM