FreePBX/Asterisk 14
Hello All,
We have been inching closer to pulling the trigger on using FreePBX for our queues and it has been going great! One use case we are trying to work out is remote agents. Our agents use virtual desktops and as a result, normal softphones do not sound great (QoS issues along the line).
The way we get around this in our Avaya environment is that the Avaya OneX Agent softphone allows you to input a external number (your POTS home phone) and it will call you, then send calls through that open line. The agent controls the call with the One X Agent interface on the virtual desktop.
Is there a similar way to do this with an Asterisk compatible softphone?
Most ideal would be an identical solution:
PBX calls remote agent at external number
Agent takes the phone off hook
Calls are sent though that connection
Agent controls the calls (hang up, transfer, conference, dial) via the softphone app.
But even a compromise would be a start:
PBX calls a FMFM external number
Agent has to manually answer the POTS phone
Some Tool/softphone lets the agent control the call (transfer, conference) via the virtual desktop.
Thanks for any advice here.