Remote Workers - oneX Agent Vs OneX Communicator and how to build an extension...

[NEACderthalMan]

I am migrating an affiliate company's call center staff to our system in the next few weeks. There is only 10 people that I need to build extensions for, voicemail boxes and then build a fairly simple call center. Only 5 of the 10 need to have One-X Agent as they are the call center people. But I don't want to send Agent to 5 of them and Communicator to the other 5. We both know that due to staffing levels there will come a time when the non-call center people need to jump on and take calls. Since these people haven't ever been to our office, and don't intend to, do I have to build an extension that sits on a vacant desk or more specific, can I build an "x ported" extension? What is the best way to build an extension for someone that doesn't ever need the physical phone? We also use Avaya Contact Recorder to record some of the call center staff as record retention rules state. The ACR release is 15.1FP1. We use Avaya Aura CM Version R017x.00.0.441.0, and we use Avaya OneX Agent 2.5.4 any assistance in how best to build extensions, whether virtual, x-ported or hard-wired in a vacant cube would be appreciated.

 

[Sean655]

Build them all as IP phones, 9611 is what we use. You could build as digital phones as X port as well. If you have the licenses then you could give them all One-x Agent and keep it simple.