Mobility: Teleworking Solutions for the Mobile Employee

A teleworker is a knowledge worker, task worker or contact center agent who works from home, either on a regular or casual basis. As noted in a previous article, (See Mobility: It’s More Than Just Apps!) teleworking is just one use case for mobility.

The objective of teleworker solutions is to extend the same breadth of enterprise-grade voice, video, IM, presence, content sharing and conferencing services that are available for desk workers to those working from home–recognizing that teleworkers are using public networks that may be less secure, less reliable and have less bandwidth than enterprise networks.

Avaya solutions for teleworkers can eliminate the need for (and expense associated with) dedicated lines coming into the home strictly for enterprise use. This carries two major benefits: It reduces or eliminates home office expenses by the company, and ensures business continuity–keeping people operational during a disruption caused by dangerous weather, labor strikes, health pandemics, etc.

Here are some ideas for keeping people productive while working at home:

  • Avaya SIP deskphones establish a secure connection via the Avaya Session Border Controller (SBC) for Enterprise, while H.323 deskphones have built-in VPN software to allow them to connect securely.
  • Avaya UC users (using Avaya Communicator, Avaya one-X, Avaya Client Applications for Microsoft Lync) and Avaya CC users (using Avaya one-X Agent, Avaya Aura Agent Desktop) operating in SIP mode connect via the SBC, while clients using H.323 connect to the enterprise once a VPN connection has been made on the PC.
  • Avaya VDI Communicator and VDI Agent allow knowledge workers and contact center agents to connect to the data center over a VPN connection. This enables teleworkers to establish connectivity to the data center without the need to use corporate data on local machines outside enterprise boundaries. If connection to the data center is lost, survivability capabilities in VDI Communicator provide continuous communications for users.
  • Where home Internet service may be unreliable and not suitable for using VoIP, Avaya UC and CC clients can operate in a “dual connect” mode where call control is through the client, and the voice path for inbound and outbound calls is directed to the home number. When operating in this mode, only the enterprise number is evident to the user’s contacts. In the event of an Internet failure during a call, the voice path remains available, even though call control is lost. This is a critical requirement for contact center agents, sales associates and knowledge workers where dropped calls would be unacceptable.
  • Teleworkers who host conference calls risk an interruption to many people should they lose service and the conference gets shut down, knocking everyone off the bridge. An Avaya Aura Conferencing or Avaya Scopia host can enable the conference to continue should they lose connectivity. This keeps the meeting running, giving the host the time to rejoin the meeting.
  • Full-time teleworkers may feel disconnected from the rest of the organization. Avaya Aura Conferencing and Scopia audio, web, and video conferencing solutions allow users to feel connected to their management, peers and internal organization, as well as to partners and clients.
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