Avaya Oceana® supports the remote worker functionality for Multimedia channels, such as Email, Chat, SMS, Social, Generic, and Messaging. With this functionality, remote workers who are located outside the contact center infrastructure can access Avaya Oceana® and Avaya Analytics™ applications with an Internet connection and perform agent and supervisor tasks. Remote workers can access the applications through the reverse proxy.
This functionality requires split-horizon DNS so that on-premise and remote agents can use the same FQDNs to access Avaya Oceana®. However, the FQDNs must resolve to different IP addresses depending on whether the agent is on-premise or remote.
This functionality utilizes the following two ports on the external firewall:
Therefore, both the ports must be open on the external firewall.
The performance of Avaya Workspaces degrades or it becomes unresponsive on network connections with a latency of more than 300 milliseconds (ms) RTT. Therefore, external agents must have a reliable Internet connection that can deliver an RTT below 300 ms.
