Only one Unified CCE Remote Agent Option per household is
Media Termination for CTI OS and Cisco Agent Desktop is
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
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
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
The Maximum Call Duration timer (the default value is 720
The Maximum Call Hold timer (the default value is 360
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.
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
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
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.
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.
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.
7920 Wireless IP Phones are not supported.
This solution has only been tested with centralized Unified CCE
and Unified CM Clusters.
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.