Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
System Configuration for Remote Agent with IP Phone
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System Configuration for Remote Agent with IP Phone

System Configuration for Remote Agent with IP Phone

Configuration guidelines

The following tables provide configuration checklists and guidelines to follow when you use the Remote Agent with IP Phone.


Note


For more information about this release, see Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 9.0(1) (located on the Cisco web page: http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html). For more information about operating system and software requirements, seeCisco Response Solutions (CRS) Software and Hardware Compatibility Guide (located on the Cisco web page: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_documentation_roadmaps_list.html).

Configure Remote Agent with IP phone


Note


Unified CCE Remote Agent Option with IP Phone is supported on the Unified CCE, the Unified CCH, and Cisco Unified Contact Center Express solutions.
Procedure
    Step 1   Provision the remote agent PC and IP Phone on the Unified CCE central site to ensure operability before distributing it to a remote agent site.
    Step 2   At a remote agent site, connect the agent desktop to the RJ45 port on the back of the IP Phone.
    Note    The IP Phone and agent desktop PC get their network settings from DHCP.
    Step 3   Create a DNS entry for the remote agent desktop; otherwise, an agent cannot connect to a CTI server. You can dynamically update or enter DNS entries.
    Step 4   Configure the agent desktop PC at the remote site with an IP address, network mask, DNS, and default gateway configured for DHCP.
    Step 5   Make sure the 7960 IP Phone has a power supply. (The Cisco 8xx Series Router cannot supply power to the IP Phone.)
    Step 6   Critical remote agents must have a backup power supply. The backup power supply must be able to power a PC, an 831 Router, a broadband modem, and an IP Phone.

    Remote agent with IP phone network requirements checklist

    Network Requirements

    Ensure the ADSL and Cable bandwidth values are set to at least 256 kb uplink and 1 Mbps downlink.

    Do not exceed 60 ms to 90 ms of jitter delay each way on the maximum ADSL network delay. If the ADSL delay is greater than the maximum, the IPCC application encounters longer response times.

    Make sure the Unified CCE bandwidth value does not exceed 128 k uplink; otherwise, the remote agent solution might not work properly.

    The default codec for 256 kb uplink is the G.729. To achieve higher voice quality, use the G.711.

    Only unicast Music on Hold (MoH) streams are supported.

    Set up a transcoder to enable outside callers to receive MoH, if the MoH server is not set up to stream G.729 codec.

    As a backup to the remote agent desktop, you can configure the remote agent to use the IP Phone as a login device when possible.

    Remote agent with IP phone considerations

    IP Phones supported with Unified CCE Remote Agent Option are those currently compatible with IPCC as listed in the Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 9.0(1).