Remote Connection Basics

A remote connection allows calls to be directed to another phone number outside of the Emplifi Agent Interaction system. The remote telephone then acts as if it were just another extension within Emplifi Agent Interaction. This is particularly useful for users who work from home, at a remote office, or for those who travel on occasion.

Creating a Remote Connection

A remote connection is set up on the Emplifi Agent Interaction section of the User Options window.

To create a remote connection:

1. In the Station/Phone field, enter the phone number of the remote telephone that you are using (including the area code).

2. From the Station Type list, select Remote Number.

3. Click the Save button.

How a Remote Connection Works

A remote connection behaves differently from a standard connection. We recommend that you are familiar with making and receiving calls using a standard connection before learning to use a remote connection.

Receiving Calls 

When a call comes in, the call displays in the "Select Interactions" list, and Emplifi Agent Interaction plays the appropriate ring sound.

To answer the call:

1. Select the call from the "Select Interactions" list.

2. Click the Pickup button. The system will now try to reach the user at the specified remote phone number.

3. When the remote phone is answered, the agent is automatically connected to the caller.

This is different than simply forwarding the call, because the call still displays in the “Select Interactions” view, and you still have full control over the call using the Interaction Panel softphone buttons. Also, if you do not click the Pickup button to answer the call, the system will take the appropriate action of either transferring the call to your voice mail (for direct calls) or routing the call to another agent (for ACD calls).

ACD = “Automatic Call Distribution”. ACD refers to the ability of the PCI system to automatically route inbound calls and other interactions to an appropriate agent.

Making Calls

To make a call from the Interaction Panel:

1. In the Dial field, enter the phone number to dial.

2. Click the Dial button. The system calls the agent at the specified remote phone number to establish a connection between the agent and the Emplifi Agent Interaction system.

3. Once the system has established a connection to the agent, it will continue to dial the requested phone number and connect the agent with that caller.

The agent has full control over the call using the Interaction Panel softphone buttons.

Disconnecting Calls

Calls can be disconnected either by hanging up the phone (and closing the remote connection), or by clicking the Disconnect button on the Interaction Panel.

Persistent Connection

Emplifi Agent Interaction creates all remote connections as persistent connections.

A persistent connection slightly modifies the behavior of a remote connection. With a persistent connection, the system maintains a connection to the remote phone number once it has been established, even after the other party is disconnected. With this type of connection, you always keep your remote phone off-hook once the initial connection to the phone system is established.

There are two primary advantages to a persistent connection:

• Calls are delivered faster because there is no delay while the connection is established to the remote phone number. The user is connected to the caller as soon as the Pickup button is clicked. Similarly, outbound calls can be dialed as soon as the Dial button is clicked without the delay of establishing the remote connection.

• In cases where the phone company charges a company on a per-call basis, this will greatly reduce the toll charges because only one "real" call is being made, and that call is kept active during the duration of the time the user is connected to Emplifi Agent Interaction.

On the other hand, a user might not want to use a persistent connection when the remote phone number is a long distance (toll) call from the Emplifi Agent Interaction system. Since the remote connection remains active even when you are not talking to another caller, long distance charges are incurred for the entire time you are connected to the system.

When using a persistent connection, you should always disconnect calls by using the Disconnect button on the Interaction Panel softphone rather than hanging up using your phone handset. Otherwise you are disconnecting the remote connection, and not taking advantage of the persistent connection.