MiV-CR (Call Recording) - constant switching between IP Endpoints

[budbudkins]

Hi,

Because of Covid restrictions, our Call Centre's staff has a rotating working hours - half of the workers work from home and half from our call centre's premises.

Those who work from home, answer calls from their Mobile phones (MiCollab) and those who work at their workplace from their SIP deskphones.

So our Administrator has to constantly switch the IP Endpoints (when the worker is answering calls from MiCollab the admin deletes the extension number from Mitel Active SIP devices and creates a new IP Endpoint in Mitel SRC Devices - CTI).

I wonder if this can be arranged differently?

[dilkie]

Why not deploy sip deskphones at home using MBG?

[budbudkins]

Well yes, this is a valid option. Thank you for that although there are some downsides with this option. Agents working from mobile phones use connection which they get from the mobile network. The bandwidth on mobile networks in our area is usually quite good. The bandwidth the Agents get from their home connection is often questionable.

I guess another option is that the workers who work from home use another extension - since our company has enough licenses.

The administrator could set up the recording for the set of extensions (let's say numbers from 1 - 20) for Mitel Active SIP devices and another set of extensions (let's say numbers from 21-40) for Mitel SRC Devices. But the downside of this option is additional administration of extensions/Agents on MiCC (Contact Centre).

[ZuluAlpha]

I'm not sure how to keep it consistent without doubling your licenses on the SRC side to make sure everyone has one.