Can someone please clarify if the Agent leg can be nailed up whilst they are logged in. (AKA Remote Agent). The way it works within PE is that after the agent logs in and receives their first call for the day, they release the call from the Agent desktop (WWE) but keep the physical phone off hook. the next call then drops in until the Agent either logs out or hands up the handset.

Can this be done in PureEngage Cloud solutions. Customer has WWE 9.0

thanks 
Sean M
#Telephony

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------

Hi Sean;

Remote Agents are supported in PureEngage Cloud today, but a nailed-up configuration is not supported.  We currently do not have this on the Product Roadmap.

For more specifics or to discuss the need for this feature, I would recommend reaching out to your CSM or Account rep.

Thanks,

------------------------------
Robert Davis
Genesys - Employees
------------------------------

Original Message:
Sent: 03-18-2019 01:53
From: Sean Mahon
Subject: Nailed Up connection for Agent Leg

Can someone please clarify if the Agent leg can be nailed up whilst they are logged in. (AKA Remote Agent). The way it works within PE is that after the agent logs in and receives their first call for the day, they release the call from the Agent desktop (WWE) but keep the physical phone off hook. the next call then drops in until the Agent either logs out or hands up the handset.

Can this be done in PureEngage Cloud solutions. Customer has WWE 9.0

thanks
Sean M
#Telephony

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------

Thanks Robert, much appreciated. I Have been struggling to get a clear answer from my local Genesys Support/PS for weeks now.

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 03-19-2019 11:53
From: Robert Davis
Subject: Nailed Up connection for Agent Leg

Hi Sean;

Remote Agents are supported in PureEngage Cloud today, but a nailed-up configuration is not supported.  We currently do not have this on the Product Roadmap.

For more specifics or to discuss the need for this feature, I would recommend reaching out to your CSM or Account rep.

Thanks,

------------------------------
Robert Davis
Genesys - Employees

Original Message:
Sent: 03-18-2019 01:53
From: Sean Mahon
Subject: Nailed Up connection for Agent Leg

Can someone please clarify if the Agent leg can be nailed up whilst they are logged in. (AKA Remote Agent). The way it works within PE is that after the agent logs in and receives their first call for the day, they release the call from the Agent desktop (WWE) but keep the physical phone off hook. the next call then drops in until the Agent either logs out or hands up the handset.

Can this be done in PureEngage Cloud solutions. Customer has WWE 9.0

thanks
Sean M
#Telephony

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------