Avaya Workspaces for Call Center Elite supports the remote worker functionality for Web Voice and Web Video. With this functionality, remote agents and supervisors who are located outside the contact center infrastructure can access Avaya Workspaces for Call Center Elite applications and perform their tasks.
A remote worker can be an agent or a supervisor with reporting and agent capabilities.
You must deploy Avaya Workspaces for Call Center Elite 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 Workspaces for Call Center Elite 3.8.x.
Deploy and enable Web Voice and Web Video capabilities for all on-premise and remote workers.
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Deploy the following applications for Web Voice and Web Video:
Deploy a combination of on-premise workers in the firewall of Avaya Aura® Session Border Controller and remote workers outside the firewall of Avaya Aura® Session Border Controller.
