Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
Troubleshooting Unified CCE Remote Agent Option
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Troubleshooting Unified CCE Remote Agent Option

Troubleshooting Unified CCE Remote Agent Option

Caveats and limitations

Remote Agent has limitations regarding the following:

  • Agents
  • Supervisors
  • Network
  • Security
  • Reporting

Agent limitations

  • Only one Unified CCE Remote Agent Option per household is supported.
  • Media Termination for CTI OS and Cisco Agent Desktop is not supported.
  • CTI OS Agent Login might take up to 30 seconds. CAD Agent Login might take up to two minutes. Other operations such as Ready/Not ready are not impacted.
  • There might be times when the ADSL/Cable link goes down. When the link is back up, the remote agent might have to reset their ADSL/Cable modem, 8xx Series Router, and IP Phone. The remote agent must become familiar with restarting the 8xx Series Router. Total time for the router to cycle is about two minutes, after which the remote agent has to log in again for CTI application.
  • Cisco Agent Desktop-based IP Phone only agent and Cisco IP Phone control for CTI OS is not supported for remote agents.
  • Remote agents might experience a delay in screen pop.
  • The analog phone itself cannot initiate transfers, conferences, and holds. These functions can only be executed via the CTI OS/Cisco Agent Desktop agent interface, and only to another agent.
  • Remote agents can use the agent desktop interface to initiate calls, but only to other agents.
  • A Mobile Agent nailed up call may be terminated by the following two Unified CM timers, and this termination can log out a nailed up Mobile Agent:
    • The Maximum Call Duration timer (the default value is 720 minutes)
    • The Maximum Call Hold timer (the default value is 360 minutes)
    To keep the Mobile Agent logged in, the values for both these timers need to be set to 0, which makes the timer never expire. You can configure these timers from the Unified CM Administration web page from the serviced parameters under the Unified CM service.

Supervisor limitations

  • Desktop-based Silent Monitoring/Recording does not work and is not supported. (Silent Monitor—for both CTI OS and Cisco Agent Desktop—is not supported with Network Address Translation.)
  • Remote supervisors are only supported for the Remote Agent with IP Phone.

Network limitations

  • Network Address Translation (NAT) is supported when Unified CCE Remote Agent Option is used with the Cisco Business Ready Teleworker Model. Design guides for Business Ready Teleworker can be found at:
  • Routing through a Cisco 800 Series Router with Firewall enabled is supported.
  • The G.729 codec is not supported for software conference bridges. Voice quality might degrade when the remote agent IP Phone is configured using a G.729 codec and an agent enters a Unified CM software conference bridge. The conference bridge must be configured on a DSP hardware device. There is no loss of conference voice quality using a DSP conference bridge.

    Note


    Use this solution even for pure IP telephony deployments.
  • The Unified CCE server recognizes failures when the remote agent desktop or connection breaks. It stops routing calls to that agent until an agent logs back in and goes to a ready call state. Callers are routed to other available agents.
  • The only traffic that is marked for priority AF31 from the agent desktop is voice. CTI traffic and Desktop Application traffic is not marked. Voice gets the priority. CRM Desktops like Siebel and Oracle are supported; however, Silent Monitoring and Recording is not supported for CRM Desktops such as Siebel, Oracle, and so forth. Silent Monitoring, both Desktop based and SPAN Port based, is not supported with CRM Desktops and does not work.
  • Do not use soft VPN clients to establish VPN connectivity for remote agents with IP Phones. VPN connection has to be set up using hardware-based VPN through a 8xx Series Router.
  • If the remote agent PC modem is down or the connection goes down, Unified ICME software via CTI/Cisco Agent Desktop/CTI OS server recognizes the failure and stops routing calls to that agent, until an agent logs back in again, and goes to a ready call state.
  • If the ADSL/Cable delay is greater than the maximum, the IPCC application encounters longer application response times.

Security limitations

  • Wireless access points are supported; however, determine their use by the enterprise security policies of the customer. Wireless use does not affect remote agent performance because the bandwidth that wireless supports is greater than the broadband link.

    Note


    7920 Wireless IP Phones are not supported.
  • This solution has only been tested with centralized Unified CCE and Unified CM Clusters.

Reporting limitations

  • No special reports exist for individual remote agents. Unified CCE reports as they pertain to a Headquarter Contact Center are applicable.
  • Real Time reporting, Historical reporting, and the monitoring of desktop queue statistics are not supported.