Pitney Bowes EDGE 7.11, Reference Manual

Page: 140 / 896

Agent Setup Remote Agents
Telephony Gateway Reference Manual 140
Remote Agents
Remote agent dialing is supported only with the EDGE Telephony
Gateway for EIS, also know as the SER dialer gateway.
Remote Agent dialing is used when a number must be dialed to
reach an agent before they can start sending or receiving calls. Typi-
cally, this is used when the agent is working from a home office but
any number/extension that can be reached by the dialer/switch may
be used. When an agent first logs in to EDGE telephony (via auto-
receive/dial, the TELEPHONY verb, or otherwise implicitly when
needed), the agent remote number will be dialed and the agent
must usually say 'hello' before being made available to make or
receive calls. The agent remains on-hook throughout the duration of
their logon session and will automatically be disconnected when
they log out.
To use remote agent, the number that the dialer should call should
be specified in the
Outbound extension property of the Workstation
ID. In some circumstances, this number may need to be prefixed with
a '9' to dial an outside line (whether this is needed depends on the
dialing rules configured on the dialer and/or switch).
Note: In some cases, the Inbound extension number is not used directly
by the dialer/switch and is only used by EDGE to uniquely iden-
tify an agent from a telephony perspective. In these cases, any