Hi Alex,
I have a lot of customers using VPN access and running SIP softphone and Interaction desktop on their PC's at home. Usually they use a company provided laptop, but some not-for-profit organisations are allowing agents to use their own devices as long as their antivirus is reliable and up to date.
When SIP softphone is used on a VPN it requires the user to manually choose the right network connection (usually includes VPN in the name) in Options before provisioning the softphone, otherwise the connection tries the home network. It sounds simple, but is easily missed.
If allowing agents to use their cellphones or home phones as Remote numbers, make sure they disable the voicemail, otherwise callers might find themselves in the agent's personal email.
Another issue which has recently been fixed by Genesys is that if the PC goes to sleep then wakes up, the SIP Softphone connection doesn't always wake up, so you can get an incoming call that the agent can't pickup until they reprovision the softphone. A way to minimise the risk is to set softphone connections to persistent so they don't shut down between calls. This also speeds up the time taken to connect a call to a remote agent.
Like all things it takes a bit of getting used to but remote VPN workers using SIP softphone and Interaction Desktop is a very successful solution for all my Covid remote workers.
Regards,
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Richard Presling
Pyrios (Pty) Limited
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Original Message:
Sent: 07-15-2020 11:08
From: Alex Belec
Subject: Remote Worker Security
Just a basic survey type question. We are looking to possibly have some of our workers use their Genesys apps at home, possibly even contact center agents. Does anyone work for a company or support a company that has a significant amount of contact center agents working from home using Interaction Desktop? We have voice quality and security concerns which need to be addressed prior to moving forward and were looking for ideas on what people require of their agents as far as equipment, endpoint protection, etc. as well as any policies in place to make sure voice quality and security is met. Even things like "We require that an end user has this type of Internet/bandwidth, this type of communication device, we restrict x,y and z from being used on the pc, etc. to be a remote agent". Our only test has been to have an agent go home with a laptop, VPN in and then remote desktop to their pc at work. Does anyone have this as their solution? Any advice against using it this way? For now, Interaction Connect and Genesys Cloud are not being considered for solution. Any and all advice would be appreciated. Thanks!
#Security
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Alex
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