Local AND Nailed Up agents

[nonny]

Hi guys

How do you manage agents who need to use a nailed-up connection but also work in the office using SEP?  Doing one or the other is straight forward but to have agents switch between them seems an admin pain in the.....

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[nonny]

Nobody have any pearls of wisdom?

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[cavagnaro]

No clue, but just for curiosity, what is the difficulty?

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[nonny]

Local agents are given a role to allow them to use SEP.  Nailed up agents don't need or use SEP.

Nailed up agents have their dn modified for their remote number.  But on site calls need to be delivered to the actual DN over the SEP.

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[cavagnaro]

Jummm, I would propose to customer to have one agent ID for each scenario

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[Tambo]

yes use an agent ID with login for site calls and a supervisor ID for the nailed up connection, they just swap between the two.

[nonny]

Wouldn't that require two DNs as well?

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[nonny]

That would also impact on WFM

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[Tambo]

when we used TDM this worked as supervisor DN was the DDI and agent DN was normal Place and Extension DN.
This agent then had both agent and supervisor shifts in WFM.
this wasn't ideal but worked because Supervisors only worked as agents when doing overtime

[nonny]

Thanks

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