Working From Home Using Chronicall/ACR

This article covers the options supported for Chronicall Multimedia / ACR Contact Center to function properly when agents are working remotely.

• The best-case scenario to ensure Multimedia (Contact Center) is properly routing and functioning is to use a softphone and VPN combination for remote agents.
  • See this article on configuring IP Office and Chronicall/ACR when using Avaya Communicator/IX Workplace (softphones).
  • Setting up the VPN will be the responsibility of your network team.
• Alternatively, on version 3.12 and above, we support using SSL to connect to Chronicall/ACR.
  • See this article to assist in setting Chronicall/ACR up for SSL: Setting up SSL/TLS.
  • For Chronicall/ACR 4.0 and above, you can use WebRTC: Setting up Chronicall to use WebRTC.
• A public IP address for your Chronicall or ACR server will also work, but requires additional configuration by your network team.
• Lastly, if you're having issues with Realtime events due to remote agents, you can turn on "Always Stay Logged In" for affected users.
  • This can help sync Realtime events better between the PBX and Chronicall/ACR.

Troubleshooting

You can try adjusting the Ext. Login Parsing Mode depending on your phone type, then refresh users and groups if the agent state doesn't look correct.

• In Admin (System) > System Settings, hold Shift and click Advanced Settings to access the hidden advanced settings.
• You can select Legacy (hard phone), Soft Phone, Soft Phone Strict, Hybrid Mode, and Phone State.
• Refresh users and groups in Chronicall / Avaya Call Reporting if any changes were made.
• Set Poll Refresh User Data in the hidden advanced settings to at least 5 seconds for the affected user, so Chronicall/ACR will keep pinging IP Office for the agent state.