This gives users the ability to use their mobile phones or even their home phones without worrying about their customers learning their personal phone numbers.Īs a business, this means your remote customer service representatives aren’t restricted to living in only areas with fiber internet. Users will specify their destination phone number during sign in. Using CCX with a VPN is the most straightforward approach, but it does require sufficient bandwidth for Finesse and Jabber.įor users with reduced bandwidth, connecting to CCX over VPN may not work well enough to make reliable calls.Īnother option Cisco gives CCX users is the flexibility to use the phone of their choice. This means your CCX solution, call system, and network as a whole are protected from any threats a user encounters on their home network. If you choose to use softphones for a remote workforce, you’ll need a way for your CCX users to connect to the solution securely.Ĭisco has a few options to make this connection work securely:Ĭisco’s top recommendation for customers using CCX remotely is to have your employees connect to Jabber (and Finesse) over a VPN connection.īy creating a private network, you protect your company’s data by assigning the user a protected IP address, encrypting their data, and masking their location. But as we mentioned, they’re generally used for remote customer service representatives. Softphones with CCX can be used in your office if you wish to avoid purchasing desk phones. How to remotely connect to Contact Center Express Meaning, once you set a CCX user to softphone mode, your users can make and receive audio and video calls from a computer or mobile device. As the name of the mode suggests, it allows you to use it as a softphone. This is an additional feature of Cisco Jabber. If you wish to switch users to use CCX with softphones, you’ll need to switch from desk phone to softphone mode. ![]() When using Cisco Jabber, it assumes you’re using a desk phone and is set to desk phone mode. What mode to use in Contact Center Express for softphones If you have everything configured correctly, using softphones with Contact Center Express can add great flexibility to your customer service team. What’s needed to use softphones with CCX.However, to configure softphones for Contact Center Express users, there are few additional considerations you’ll need to make.Īt The KR Group, when we help customers configure softphones to work with Contact Center Express, we review the following components: This technology is also available for employees using Cisco Contact Center Express (CCX). ![]() Instead, they can use their mobile phone or laptop to make calls from their business number. Softphones allow your employees to make and receive business phone calls from anywhere without toting around and configuring a desk phone. Making and receiving calls is an important aspect of many jobs, and employees need a way to stay connected when working from home.
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