This document outlines NC State’s Business Continuity Tool, also known as the Remote Worker Tool (RWT). It includes eligibility requirements and prerequisites for users and departments who use this tool. The Remote Worker Tool's use of shared laptops, support information, and Quick Start guides (located below) are also included.

What is the Remote Worker Tool?

The Remote Worker Tool was developed to provide Finesse (CCX) users/departments a means of taking University-related phone calls from ‘remote locations’ as they pertain to their respective call centers.  This tool is also considered NC State’s business continuity solution as it relates to a department’s business continuity plan or disaster recovery plan. (If applicable)

‘Remote locations’ are defined as any location other than one’s normal campus office or campus phone.

Remote Worker Tool Eligibility Requirements & Prerequisites:

1. Any Finesse (CCX) supervisor or agent is eligible to use this tool, provided the following conditions are met:
   
   1. The supervisor or agent has a University-supplied (managed) computer or laptop.
      
      1. PC or MAC is acceptable.
      2. Cisco Jabber softphone software (For Windows or Mac) must be pre-installed and configured.  *Jabber for mobile is not supported.
   2. The supervisor or agent has access to a secondary (flex) *work location with a working, valid university-supplied (Cisco) IP phone and computer.
       *Analog / Centrex phones are not supported
      *One’s home with internet access is also an acceptable location.
2. An employee seeking to work remotely must have approval from their department head.
3. NC State VPN access is required.
4. It is HIGHLY recommended that supervisors and/or agents seek training before using the Remote Worker Tool. This ensures that the employee will have some experience using the tool should a business continuity situation occur. For training, contact the UC Team by email at oit_ct_uc@help.ncsu.edu.

 

*Should a department elect to utilize this tool as part of its business continuity plan and department-designated users are NOT Finesse (CCX) users, the department must communicate this to ComTech so that users and devices can be properly configured in the Remote Worker tool beforehand.

 

*NOTE: This tool and Finesse (CCX) do not support the Single Number Reach (SNR) feature.

 

Use of ‘shared’ laptops when using the Remote Worker Tool
In terms of "shared" laptops, it is the department's responsibility to ensure all ‘shared’ laptops have a Windows or MAC login profile with the Cisco Jabber software (Windows OR MAC application) installed and correctly set up for each person designated to take call center calls outside of the office or in a business continuity scenario.  Each of the designated persons is also required to request a Cisco Jabber softphone via the ComTech Self-Service portal (go.ncsu.edu/self-service)  

 

Installation & Setup Guide for Cisco Jabber (Windows)

Installation & Setup Guide for Cisco Jabber (MAC)

Remote Worker Tool - Quickstart 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

Contact the Unified Communications Emergency Support Line at (919) 512-0012 in an emergency.