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- Schedules:
This allows you to set up or modify your normal business hours. If you anticipate being out of the office, you may want modify your schedule to use your after-hours call flows, either by editing an existing schedule or setting up a holiday schedule. - Auto Attendants:
You may wish to redirect certain options of your auto attendant, or possibly apply a temporary greeting advising the callers of your situation. - BroadWorks Call Center Announcements:
Similar to auto attendants, you may wish to modify the messaging that are played to your callers. For more details and considerations please refer to Call Center Business Continuity Planning. - User Call Forwarding:
You may wish to forward your users’ phones to a cell phone, or elsewhere. Please note that features such as Hunt Groups or Call Centers do not follow call forwarding settings, by design, but will forward to other numbers if you use the Remote Office setting. For more details, please refer to the - Power Requirements for Phones / Handsets:
If your users are bringing their handsets home with them, they will likely require an external power cord. In an office environment phones are typically powered via their Ethernet connection (power over Ethernet, or POE), but most people do not have POE at home, in which case an external power cord is required.- Power Supply Orders:
If you would like to purchase a power supply for home use:- Refer to Power Supply Details and determine the correct power supply for your handset
- Go to Amazon, Ebay or the vendor of your choice with the Manufacturer, Model #, Part #, and Output
- Purchase power supply
- Power Supply Orders:
- Remote User Network Setup:
- If your users are bringing their handsets home with them, its likely that the handset's network settings need to be modified to work at home. Most office phones are configured with a VLAN ID which needs to be removed using the menus on the phone. The location within the menu and name of the setting will vary by manufacturer but are usually found under the Network and/or Ethernet settings menu. For Polycom handsets, please review the detailed instructions in Remote-User-Networking-Guide-Evolve-IP.pdf. For other handsets, please contact the Evolve IP Support team.
- Home Networks. The following settings should be configured in each user's Internet modem / router.
- Ensure the modem/router is upgraded to the latest firmware.
- Turn off “SIP ALG".
- Make sure that no NATs (“Network Address Translations”) are configured and NAT is not enabled on the modem.
- Disable Stateful Inspection.
- Confirm that the modem is configured to NOT block SIP traffic.
- User Application Password Reset Guide:
Refer to the User Application Password Reset Guide as it will provide step-by-step instructions in OSSmosis 5 to reset your users passwords for accessing various web portals and applications:- Personal Portal
- UC One
- Unity Agent/Desktop
- Web Call Center AgentWeb Supervisot
- Call Center Supervisor
EVOLVE CONTACT SUITE (ECS)
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- Schedules:
This allows you to define operating hours for special days. If you anticipate being out of the office, you may want modify your schedule to control your call flows based on special days. - Business Process / Interaction Handling Flow:
You may want modify call flow or other parameters related to your contact center queues. - Network Requirements:
To ensure reliable application performance and high-quality voice interactions, the following network requirements must be in place for your remote workers. - Workstation Requirements:
To ensure reliable application performance and high-quality voice interactions, the following client workstation requirements must be in place for your remote workers.
For Click here for more information about ECS, refer to https://support.evolveip.net/display/EIQ/Evolve+Contact+SuiteECS information.
EVOLVE IP – CLIENT SUPPORT CENTER
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