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Soft Phone with ACD Login Capability

  • 1.  Soft Phone with ACD Login Capability

    Posted 06-18-2020 14:39
    ​I am looking for a soft phone or lightweight web solution that will allow an agent to log in to the Genesys ACD directly from the soft phone or app. 
    Our work from home agents currently use a soft phone that has 3rd party control from our homegrown CRM desktop solution, however the phone controls are on the server side rather than the client side.  This means that when the CRM system is unavailable (nightly for maintenance and occasionally due to system issues) our work from home agents have no way to log in to the ACD to take calls.  Our agents in the office have Cisco hard phones and are able to log in using the Cisco Soft Agent service on the phones.
    We want to continue supporting work from home agents after the pandemic response period but need to be able to provide an alternate login path for agents when the CRM is down.
    #Telephony

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    Gilbert Silva
    PacifiCorp
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