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From Avaya Aura® Call Center Elite 7.1 onwards, Agent Mobility integrates with Avaya Extension to Cellular (EC500) enabling Expert Agent Selection (EAS) agents to function while outside the corporate network. Administrators can configure EC500 mapped mobile agents to log in and work while outside the corporate network. With the EC500 feature users can use a single number to make inbound and outbound calls. Do not configure EC500 Mobile Agents with local SIP extensions. Using Feature Name Extensions (FNEs), Mobile Agents can log in, log out, change work-modes, and query their work-mode. Agents can also use FNEs to perform additional functions, such as Idle Appearance Select, Conference Complete, Conference on Answer, Transfer Complete, and Transfer on Hang-Up.
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Do not use Mobile Agents in an outbound contact center configuration. |