Extension Mobility

An important element of the Telepacific Contact Center solution is the flexibility for an agent to re- ceive calls regardless of their location. This is generally referred to as Extension Mobility, and in- cludes some standard features like shared work stations, and more innovative features like Telepa- cific Anywhere.

2.7.1 Shared Workstation with Hoteling

Shared workstations are a common setup in around-the-clock Contact Centers, where users on dif- ferent shifts will share a single computer and phone. The Telepacific solution supports a single login by the agent, using either the Contact Center client, web portal, voice portal, or phone, to associate themselves with the shared device and begin to perform their role.

The hoteling event package provides a mechanism for the host device to synchronize with the Application Server when the host device’s association status is modified. It also allows the agent to use keys on a SIP phone as an alternative to using the Telepacific voice portal. The function is accomplished using the Telepacific hoteling host/guest service, which has been enhanced to ex- tend the methods by which an agent (Hoteling Guest) can associate with a shared device (Hoteling Host).

The synchronization protocol is based on the SIP-events framework. To use this capability, the phone user must have a SIP phone that supports the “x-Telepacific-hoteling” event package.

There are a few different use cases for associating the Contact Center agent with the device, but in each case, they will sign-in using their user ID and password, after which the device will act as the agent’s primary device, meaning it will receive inbound calls and support outbound calls according to the agent’s user profile

2.7.1.1 Configuring a Hoteling Host

In all cases, the device at the shared workstation must be configured as a Hoteling Host device in Telepacific. This is accomplished using the Telepacific web portal, or the voice portal.

The screenshot below illustrates the enabling of a Host using the web portal.

Figure 3 - Hoteling Guest Configuration

2.7.1.2 Configuring a Hoteling Guest using the Phone

To login, the phone provides either a sign-in screen (based on phone implementation) for the agent to enter their id and password, or the agent can dial into the Telepacific voice portal and follow DTMF prompts to associate themselves with a Hoteling Host device.

Information from the phone sign-in screen is sent to Telepacific which associates the phone to the agent. If the logout button is pushed on the phone the phone is unassociated from the agent.

Using the voice portal, the agent can select the appropriate DTMF options to associate themselves with the phone. Using the figure below, an agent would dial into the voice portal, press 1 to access the Hoteling options, and press 9 to associate with the Host device.

The agent can disassociate themselves from the Host using a key on the phone (based on phone implementation), or via the voice portal.

Contact Center Solution Guide

Figure 4 - Contact Center Client Hotel Host

2.7.1.3 Configuring a Hoteling Guest using the Telepacific Web Portal

To login, the agent accesses the Telepacific web portal and associates themselves with the host de- vice using the Hoteling Guest service, The agent can select to associate with any configured Hotel- ing Host within the Enterprise or Group, depending on the scope selected by the Host.

The agent can disassociate themselves from the Host using a configured timeout period, or manu- ally using the web portal, or phone.

Figure 5 - Contact Center Client Hotel Host - Options Screen

2.7.1.4 Configuring a Hoteling Guest using the Contact Center client

The agent signs in using the Contact Center client, following the normal process. The client pro- vides a "Hotel Host" option on the sign-in screen, which can be configured in the client's Options screen (shown below). In most cases, the configured Host address will not change since the device and computer are always located at the same workspace...

The agent can disassociate themselves from the phone by signing out of the client.

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Contact Center Solution Guide

2.7.2 Telepacific Anywhere

The Telepacific Anywhere service is typically used to allow a Telepacific subscriber to associate a mobile device with their user profile. The benefit of Telepacific Anywhere is that both inbound and outbound calls from a subscriber can be routed through Telepacific. This provides significant value in a Contact Center environment, since an agent’s line state and availability is visible on Telepacific, even when they are on a call using their mobile device, which most likely operates on a different carrier’s network.

• Inbound calls to a Contact Center are not routed to an agent that is active on a call using their Telepacific Anywhere-enabled mobile device.

• Outbound calls by an agent will reflect the CLID of the Contact Center, or the user’s Telepacific CLID, and the user’s line state is visible to Telepacific.

• Contact Center reports will correctly reflect the call activity of an agent, even though they re- ceive a call using their Telepacific Anywhere-enabled mobile device

When activated, all inbound calls will ring the Telepacific Anywhere device, as well as their primary desk phone (if one is configured). Outbound calls are initiated through the Telepacific Any- where portal,

Configuration and activation of the Telepacific Anywhere service can be accomplished using either the Telepacific web portal.