Originally Posted by NetworkWorldFusion

VoIP, meanwhile, lets JetBlue run an effective call center even though all agents work from their homes.


Agents access the airlines reservation-system application and phone system via two dial-up lines to their homes. The dial-up line for the application connects workers to the LAN inside the Salt Lake City data center. PC client software is used to access the system.


To get onto the call center's phone network, agents dial into an Avaya Definity G3 PBX phone switch, running call routing software for queuing and transferring calls to the right agent. The PBX establishes a direct link to the JetBlue agent, who hooks in via software rather than a traditional call-center desk phone set. The software is an Avaya softphone client that runs on Windows PCs and connects to the main office through a modem connection. The agents use a USB headset to talk with customers.