IP Agent and other remote software problems.

[jeffjacobs]

We are looking for a resource to help with remote staff issues. Our remote staff is set up in several different configurations using VPN tunnels or Citrix with either Avaya Softphone, IP Agent, or One-X Communicator all using Telecommuter Mode. Several of our IP Agent users are complaining they are getting put into AUX without getting a phone call at their PC, being logged out of IP Agent, or IP Agent software locking up on them. Sometimes they see a call come in on the IP Agent software, but their home phone does not ring. Sometimes they answer a call on their home phone then 5 seconds later the call drops (this will happen 4 or 5 times in a row then the rest of their calls will be fine).
Basically working from home is not a successful solution, but our management want to make it successful.
What can I do?