Working from Home/Remote using CCaaS (Contact Centre as a Service)

Home/Remote vs Office Networks  

The contact centre application relies heavily on a stable efficient network and PC. Home/remote networks and PCs are not all managed with the same performance as in the office networks. As a result, the contact centre experience maybe unreliable.   

Desktop CCA will only work with Windows PCs and the following minimum requirements: 

• A personal computer with at least a Pentium CPU running at 1 GHz or more 

• At least 512 megabytes (MB) of memory Software 

WEBCCA For MAC users or Chrome books 

https://<MYCLIENTID>.mycontactcenter.net/cca  

“MYCLIENTID” is to be replaced with your actual client ID. 

In addition, currently Telecommunication carrier networks that support your home (ISPs, Cable companies and Telcos) are hitting congestion points and are dealing with the massive behaviour changes of traffic from business to home users. As an example, an increase of video streaming users, gaming and cell phone use.  

Informative articles explain in more detail: 

https://www.cbc.ca/news/technology/internet-phone-networks-under-strain-covid-19-1.5503818 

https://www.vox.com/recode/2020/3/25/21188391/internet-surge-traffic-coronavirus-pandemic 

Immediate tip: Reduce network traffic at home -- Limit Netflix/YouTube/gaming/ PC system updates while using CCaaS services 

Typical impact on CCaaS services as a result of poor internet and slow PCs 

• Poor voice quality 

• Dropped calls 

• Missed calls (if you miss a call the next agent will get the call, it is not dropped)  

• CCA login problems or disconnects/ nonresponsive application 

• Common CCA Error codes of   55030, 55102, 56021 

https://mycontactcenter.atlassian.net/wiki/spaces/TK/pages/829325313  

CCA Connectivity Notes/troubleshooting  

• If the CCA ‘freezes’ it’s trying to connect to our servers. It prevents users from sending additional commands while it’s unable to connect to our servers. Do NOT restart the software, the best thing to do is wait for it to timeout. Check our status page ( http://status.mycontactcenter.net/) for potential known Contact centre related issues, but in this unique time of heavy Internet activity, the reason for the dis-connect is likely due to local or public Internet congestion.  The software will continually try to re-establish connection, there is nothing to be done manually within the software itself. 

• If the software loses its connection, it will not affect a connected phone call. No telephony or audio passes through the software. The two communication paths are entirely distinct.  

• If the software is unable to connect consistently, consider our Telagent feature which bypasses the need to use the CCA software and reliance on the home Internet connection (a VoIP phone may still require a connection to the Internet). Telagents are not dependant on an Internet connection. Agent statuses will automatically be changed between Available, On Call, and Wrap-up. Classifications are not available with Telagents. 
  https://mycontactcenter.atlassian.net/wiki/spaces/TK/pages/7963540/Log+Telagent+On?src=search  

Other common changes  

IVR changes  

Bulletins 

When recording a bulletin, ensure you are recording is as a .wav file. To ensure the best audio quality we use .wav files. They are uncompressed. You cannot create another type of file and simply rename the original file must be created as a wav file.