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| Feature | Definition |
| Anywhere | Allows Premium PBX users to define one or more phone numbers or network locations (soft clients or other applications) that can be added to their profile. Calls are delivered to all phone numbers or locations that are enabled in the user’s Anywhere profile. |
| Remote Office | Allows Premium PBX users the ability to send all their calls to a home phone, mobile phone or any other 10-digit phone number. This feature redirects all incoming calls to the remote office phone instead of the normal location. When placing an outbound call via Remote Office, the organization's Caller ID is displayed instead of the actual device (like a mobile phone). Moreover all inbound and outbound calls are still recorded, reported, and tracked like a "normal" call. |
BEST PRACTICE: Remote Office and Contact Center Agents working via their Mobile Phone
Utilizing the Remote Office feature to route contact center calls to Agents via mobile phones is a quick way to activate business continuity. However, there are a few "gotchas" introduced in this scenario that could result in contact center calls being routed to the mobile phone's voicemail. For most contact centers, routing callers to the Agent's personal voicemail would be highly undesirable. The following scenarios should be understood and discussed with your agents to prevent this situation.
- if the mobile phone is out of coverage, the caller will route to the mobile phone's voicemail
- if the agent is Ready / Available and doesn't answer the call in less than the number of "rings" configured on their wireless carrier's voicemail settings, the caller will route to the mobile phone's voicemail
- if the agent "rejects" the call on their mobile phone, the caller will route to the mobile phone's voicemail
Utilize a Softphone
For users that want to utilize a softphone application that turns their workstation into a business handset. Users can operate from anywhere with an Internet connected device and headset when leveraging a softphone. Evolve IP's UC-One application includes a native softphone that can be leveraged in this situation. There are other softphones options including Skype Communicator for clients that deploy that solution.
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