Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
System Configuration for Remote Agent with analog phone
Downloads: This chapterpdf (PDF - 1.09MB) The complete bookPDF (PDF - 3.4MB) | Feedback

System Configuration for Remote Agent with analog phone

System Configuration for Remote Agent with analog phone

Configuration guidelines

The following tables provide configuration checklists and guidelines to follow when using the Remote Agent with analog 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, see Cisco 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 analog phone at central office site


Note


Unified CCE Remote Agent Option with analog phone is supported only on the Unified CCE Enterprise Edition and the Unified CCE Hosted Edition solutions.

Provision the remote agent PC and analog phone on the Unified CCE central site to ensure operability before you distribute it to a remote agent site.

Configuration Summary: Add the VG248 voice gateway to the Unified CM configuration at the central office site. Each of the ports on the VG248 are what the agents use as their login devices when they are remote. These are the extensions they use when they log in. The configuration on the VG248 is a connection through PLAR routing direct to the agents home (or remote) phone.

Procedure
    Step 1   On the Unified CM, assign a Directory Number (DN) to a port on the VG248; for example: 6777.
    Step 2   On the DC (Domain Controller)/DNS Server, create a DNS entry for the remote agent's desktop; otherwise the agent cannot connect to a CTI server. You can dynamically enter or update DNS entries as static updates. If DNS entries are not desired, ensure that the client connects to the CTI server through IP.
    Step 3   Create labels for the new extension connected to Unified CM and the Unified IP IVR peripheral.
    Step 4   Add the device target to the Unified CCE configuration. For more information, see the Unified CCE Administration & Configuration Guide.
    Step 5   Add the device to pguser. For more information, see the Cisco Unified CM Administration Guide. Go to the Users—Application and select the user associated with the PG. From the list of unregistered devices, add the appropriate device to the list of associated devices.
    Step 6   Directly connect the VG248 FXS port to a FXO port on the gateway router. Each FXS port you are using on the VG248 is connected to an FXO port on the voice gateway router.
    Step 7   Configure the gateway FXO port as a connection plar to your (the agent's) home (or remote) phone number; for example: 6035551212.
    Note    The phone number must match the dial plan setup in Unified CM.

    The connection plar command goes on the FXO port of the gateway router(s).


    Agent's home configuration and setup

    Step

    Description

    1.

    Configure the agent desktop PC at the remote site with an IP address, a network mask, DNS, and default gateway configured for DHCP.

    2.

    Set up the VPN client to connect to the contact center headquarters.

    Example remote connection process

    Step

    Description

    1.

    Ensure that the VPN connection is up.

    2.

    Log in to the CTIOS server.

    3.

    Agent logs in to extension 6777 and goes Available on extension 6777. Unified IPCC Enterprise knows to send the call to 6777.

    The phone number 6777 is the agent's remote number that is configured at the gateway. You must configure the phone number before the agent can log in. Every port on the VG248 that will be used for agents should have an associated remote phone number to call using the connection plar command.

    4.

    The agent gets notification that a call is coming and the home (or remote) phone rings.

    Remote agent with analog phone network requirements checklist

    Network Requirements

    Do not exceed 150 ms Round Trip Time (RTT) of ADSL/Cable network delay.

    Do not exceed not exceed 60 ms of jitter delay.

    The minimum broadband bandwidth for the agent desktop is 256 kb uplink and 1 Mbps downlink.

    Configure the voice gateway/access server with at least one active PRI, T1, E1, or DS3 connection to the PSTN.

    The remote agent's phone number is the number assigned via PLAR routing in the VoIP gateway.

    Note    The remote agent PSTN phone number might vary in an actual deployment.

    The phones at the remote sites will be analog phones only connected to the PSTN.

    The current configuration only supports unicast Music on Hold (MoH) streams. A Unified CM is the MoH server.

    The maximum PSTN delay supported is 250 ms.

    Configure the VG248 to use G.711.

    Remote agent with analog phone considerations

    An analog phone is classified as any PSTN phone; for example, a regular touchtone phone or a mobile/cell phone both qualify as analog phones.