This document outlines NC State’s Business Continuity Tool, also known as the Remote Worker Tool (RWT).

The Remote Worker Tool allows Finesse (CCX) users to take University-related phone calls from approved remote locations during business continuity events or disaster recovery situations. 

This article includes:

• Eligibility requirements
• Prerequisites
• Use of shared laptops
• Support information
• Quick Start Guides

What is the Remote Worker Tool?

The Remote Worker Tool enables Finesse (CCX) users and departments to route calls to approved remote locations outside of their primary campus office.

A remote location is defined as any location other than the user's normal campus office or campus phone. 

Eligibility Requirements & Prerequisites

A Finesse (CCX) supervisor or agent may use the Remote Worker Tool if all of the following conditions are met:

Equipment Requirements

The supervisor or agent must have:

• • A University-supplied (managed) computer or laptop
    • PC or Mac
    • Cisco Jabber software (Windows or macOS) installed and configured
    • Jabber for mobile is not supported
  • Access to a secondary (flex) work location with:
    • A valid university-supplied (Cisco) IP phone
    • A computer
       *Analog / Centrex phones are not supported

Note: Analog (Centrex) phones are not supported. A home location with internet access is acceptable. 

Approval Requirement

Employees working remotely must receive approval from their department head. 

VPN Access

An active NC State VPN connection is required.

Required Training

All supervisors and agents must complete the required training before using the Remote Worker Tool. 

Training may be completed by emailing the UC Team at oit_ct_uc@help.ncsu.edu.

This ensures familiarity with the tool before a business continuity event occurs. 

Important Department Notice

If a department elects to use the Remote Worker Tool as part of its business continuity plan and includes non-Finesse users, the department must coordinate with ComTech in advance to ensure proper user and device configuration. 

Feature Limitation

The Remote Worker Tool and Finesse (CCX) do not support Single Number Reach (SNR).

Use of Shared Laptops

If shared laptops are used:

• The department must ensure each designated user has:
  • a Windows or macOS login profile
  • Cisco Jabber installed and configured
• Each user must request a Cisco Jabber softphone through the ComTech Self-Service portal 

Installation Guides

Installation & Setup Guide for Cisco Jabber (Windows)

Installation & Setup Guide for Cisco Jabber (MAC)

Quick Start Guides

For Finesse Supervisors

Remote Worker Tool Quick Start Guide for Supervisors

For Finesse Agents

Remote Worker Tool Quick Start Guide for Agents

For Finesse Agents sharing a desk phone (Hoteling)

Remote Worker Tool Quick Start Guide for Agents - Hoteling

 Support

For emergencies, contact the Unified Communications Emergency Support Line at (919) 512-0012.