Avaya Oceana® supports the remote worker functionality for Web Voice, Web Video, and Multimedia channels. With this functionality, remote agents and supervisors who are located outside the contact center infrastructure can access Avaya Oceana® and Avaya Analytics™ applications and perform their tasks.
A remote worker can be an agent or a supervisor with reporting and agent capabilities. Avaya Analytics™ is required to support all reporting capabilities such as supervisors and reporting-only administrators.
You must deploy Avaya Oceana® and Avaya Analytics™ applications with the standard Avaya Aura® applications for Web Voice and Web Video with Avaya Aura® Session Border Controller. With this type of deployment, remote workers with Internet can access full remote worker capabilities from any location outside the contact center infrastructure.
To use the remote worker functionality, you must:
Deploy Avaya Oceana® 3.8 and Avaya Analytics™ 4.1 or later
Deploy and enable Web Voice and Web Video capabilities for all on-premise and remote workers
Deploy the following applications for Web Voice and Web Video:
Avaya Aura® Web Gateway
Avaya Aura® Media Server
Avaya Aura® Device Services
Avaya Aura® Session Border Controller
Deploy a combination of on-premise workers inside the firewall/Avaya Aura® Session Border Controller and remote workers outside the firewall/Avaya Aura® Session Border Controller
Deploy and enable Multimedia channels for remote workers
