Contents
Index

Remote Station Types

Customer Interaction Center supports two types of remote stations: dynamic and configured (static). Each type of remote station connection serves a slightly different purpose, depending on the needs of the call center and of the remote agent. Both provide the same full functionality of the CIC client.

Dynamic Remote Client Connections (Remote Number)

Requirements: In order to use a dynamic station, you need the appropriate rights. The Persistent Connections Security Right enables you to select a persistent connection when you are using a Dynamic Remote Client Connection. The User-defined Telephone Number on Remote Logon Security right enables you to enter a new Remote Number when logging on.

Note: When using a Dynamic Remote Client Connection, you must select Remote Number as the Station Type when logging on to the CIC client.

Dynamic remote stations enable traveling agents to connect to the CIC server and place or receive calls from any remote location. This provides maximum flexibility for agents who may need to work from Ad hoc locations and phone numbers. When such a remote agent starts the CIC client and logs in to the CIC server, the agent may enter a phone number (e.g., desk phone or cell phone) to which the CIC server routes calls for that agent.

Dynamic remote stations do not have predefined station names configured in Interaction Administrator – the telephone number given when the agent starts the CIC client and logs in to the CIC server is the remote station. The CIC server detects that user is logged on and routes calls for that user’s extension to the remote phone number.

Configured Remote Stations (Remote Workstation)

Requirements: You need the User-defined Telephone Number on Remote Logon Security right to use a configured remote station and specify a different remote phone number when logging on to the CIC client.

This option is usually selected by default for all users. If this option is not selected, the configured remote station user’s remote phone number is fixed in the Remote Station Configuration dialog in Interaction Administrator.

Note: When using a Configured Remote Station, you must select Remote Workstation as the Station Type when logging on to the CIC client.

Configured remote stations are defined in Interaction Administrator as a “Remote Station” type of workstation with a single remote phone number for all calls to the remote agent’s extension. Configured remote stations ensure that the remote agent always connects to the CIC server using the same remote phone number, unless the CIC administrator changes it, or unless that user has been granted the right to change the number dynamically. Some call centers may prefer this approach, to ensure remote agents are working from the prescribed location, and with the option of granting flexibility to those who need it.

The remote station name can be the same as the remote agent’s computer name, or it can be another name. The CIC administrator is responsible for creating these Remote Station workstations and or educating the remote agent on how to use the CIC client (remote) Logon dialog to enter the station name.

SIP Stations are not Remote

Remote agents who use a SIP-enabled device or IP phone to receive calls from the CIC server are not classified as either dynamic or configured “remote stations.” This is because SIP devices/phones connect directly to the CIC server via an IP-based network connection. Distance or location with a SIP device/phone has nothing to do with its classification as a “remote” station.

Each SIP device/phone is configured as a “local” Workstation type of station in Interaction Administrator, with the Connection Type of “SIP” (instead of a Connection Type of “Line” for analog phone Workstations). The configuration specifies the SIP address of the computer, which must be on the same domain or trusted domain as the CIC server. Some “remote” agents with SIP devices/phones may use a Virtual Private Network (VPN) connection over the internet to connect to the domain and to run the CIC client and log on to the CIC server. In any case, these stations are treated as local workstations by the CIC server.

Remote Station Licenses

Even though dynamic remote stations are not configured in Interaction Administrator, each dynamic station connection is counted toward the total number of station licenses "in use" on your CIC server. The number of current dynamic station connections is added to the number of configured stations (i.e., Remote Stations, Workstations, Stand-alone phones) that are Active to calculate the total number of active stations. If a remote agent attempts to start the CIC client and log on to the CIC server when the total number of station licenses are in use, that agent is not able to connect, and he or she sees an error message indicating that no stations are available. An error message is logged on the Event Log on the CIC server as well.