Configure remote agent with analog phone at central office site
Unified CCE Remote Agent Option with analog phone is supported only on
the Unified CCE Enterprise Edition and the Unified CCE Hosted
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
On the Unified CM, assign a Directory Number (DN) to a port on the
VG248; for example: 6777.
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.
Create labels for the new extension connected to Unified CM and
the Unified IP IVR peripheral.
Add the device target to the Unified CCE configuration. For more information, see the
Unified CCE Administration & Configuration Guide.
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
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.
Configure the gateway FXO port as a connection plar
to your (the agent's) home (or remote) phone number;
for example: 6035551212.
The phone number must match the dial plan setup in Unified CM.
The connection plar
command goes on the FXO port of the gateway
Configure the agent desktop PC at the
remote site with an IP address, a network mask, DNS, and default gateway
configured for DHCP.
the VPN client to connect to the contact center
Example remote connection process
Ensure that the VPN connection is up.
Log in to the CTIOS server.
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
The agent gets notification that a call is coming and the
home (or remote) phone rings.
Remote agent with analog phone network requirements checklist
Do not exceed 150 ms Round Trip Time (RTT) of ADSL/Cable
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.
The remote agent PSTN phone number might vary in an
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