Cloud Contact Center

Remote Control VoIP Model
Let the Interactive Intelligence CaaS data center manage the VoIP gateway and LCM device your CaaS solution requires. While control is less than with the Local Control VoIP Model, your organization still realizes several ROI-producing benefits.

• IP phones are the only equipment required on-premises; a VoIP-ready network is needed, however
• Minimal disruption to your existing infrastructure
• Easily handle remote sites and manage remote agents
• Leave the hassle of telco lines and equipment to the service provider, Interactive Intelligence (service outages may result if MultiProtocol Label Switching (MPLS) network is down)

How it works, Remote Control VoIP

1. Other than IP phones, all equipment is located in the Interactive Intelligence CaaS data center.
2. Calls arrive via telco trunks terminating in the data center.
3. The VoIP gateway breaks the call into a SIP signaling session and an audio session.
4. When an agent (or business user) is selected to take an incoming call, both the SIP signaling and media traffic travel over the MPLS network to the selected agent’s phone.
5. At the same time, information about the call arrives at the agent’s computer for screen pop and desktop call control.

For remote sites
The Remote Control VoIP Model makes it easy to also incorporate agents at remote sites or working at home, and still monitor and record their calls.