Remote Worker


Letting your agents work from home has never been easier!

 Special Consideration Notice

Effective March 6th, 2020

To support our customers during these times, we will provide support to quickly enable the Remote Worker feature.

For details please contact us.

Work from home

Enjoy the same features your agents have in the office while working from home.

  •  Control their Avaya desk phone from home
  •  Control their ACD Agent
  •  100% Browser based
  •  Use their own phone for audio

Environment

Avaya integration

CT Suite integrates for Remote Worker mode by registering the Agent's telephone extension in Telecommuter mode on Avaya AES. This registration utilizes BASIC DMCC license on AES (purchased from Avaya).

About - Avaya Telecommuter mode enables agents to use the full Communication Manager and ACD feature set, without the hassle and expense of determining if the network and supporting hardware are able to support a toll-quality connection. The configuration consists of a PC and telephone (home phone, mobile). The PC provides the registration to CM for signaling resources and the user interface for call control. Using whatever telephone is available to the agent, high quality voice connections are supported for ACD calls without any special equipment. Endpoints configured within Avaya for Telecommuter must be configured as H323. The Avaya Telecommuter application does not use DSP / MedPro resources. Avaya resources required to support this configuration are CLAN or PROCR registration, DMCC and TSAPI basic for the CT Suite use of the Telecommuter feature through a Chrome browser.

CT Suite features

The agent enjoys the same features as they do when they are working from the office!

Straight forward process

Getting CT Suite Remote Worker activated is a simple 3-step process.

Step 1 - Enable

Once the Remote Worker feature is licensed in your system (contact your CT Suite account manager), your administrator can quickly enable the function using the CT Admin application.
It’s as easy as flipping a switch and setting the alternate number for the agent to receive calls on. In the example pictured, the number (512) 111-2222 is being set as the audio path.

Step 2 - Configure

Next, you’ll configure the Service link Mode in the Avaya CM. There are several options to consider based on your unique needs. Click the button below for additional information.

Step 3 - Deploy

That's it! You can now have your agents login from home and handle calls. Depending on your configuration the user experience may vary. Please consult the CT Suite documentation for details.

Frequently Asked Questions

Can I enable Remote Worker?

Yes. CT Suite Remote Work is a licensed feature. You will need the Remote Worker license per concurrent CT Suite use as well as a basic DMCC license per configured user on Avaya. All extensions controlled via Telecommuter must be setup for H323, per the Avaya specifications.

Does it require server software installation?

No. The remote worker feature is already available in all CT Suite versions.

Does it require client software installation?

No. The agent will only need access to the CT Suite Web Client. How you provide this access is up to you. i.e. VPN or public URL. 

How do I enable Remote Worker?

You can enable Remote Worker from the CT Suite Admin interface. Once general configuration has been completed, you will enable the remote worker on a per user basis. It's always advisible to contact us before you start.

What phone station types are supported?

Most Avaya desk phones are supported, however there are some exceptions. Please refer to our documentation for further details.