Configuration and Troubleshooting Guide for Cisco IPCC Remote

Configuration and Troubleshooting Guide for Cisco IPCC Remote
Configuration and Troubleshooting Guide for
Cisco IPCC Remote Agent Option
IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
October 12, 2005
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Obtaining Documentation...........................................................................................................................2
Cisco.com..............................................................................................................................................2
Product Documentation DVD.................................................................................................................2
Ordering Documentation........................................................................................................................3
Documentation Feedback...........................................................................................................................3
Cisco Product Security Overview...............................................................................................................4
Reporting Security Problems in Cisco Products ...................................................................................4
Obtaining Technical Assistance..................................................................................................................5
Cisco Technical Support & Documentation Website..............................................................................5
Submitting a Service Request...............................................................................................................5
Definitions of Service Request Severity.................................................................................................6
Obtaining Additional Publications and Information.....................................................................................6
1. Introduction to IPCC Remote Agent Option................................................................................................9
About IPCC Remote Agent Option Primary Components........................................................................10
How Cisco IPCC Remote Agent Option Works with an IP Phone............................................................11
How Cisco IPCC Remote Agent Option Works with an Analog Phone....................................................12
Remote Agent with IP Phone Call Flow....................................................................................................13
Remote Agent with Analog Phone Call Flow............................................................................................13
2. System Configuration for Remote Agent with IP Phone............................................................................15
Configuration Guidelines..........................................................................................................................15
Configuring Remote Agent with IP Phone...........................................................................................15
Remote Agent with IP Phone Network Requirements Checklist.........................................................16
IP Phone Considerations..........................................................................................................................16
3. System Configuration for Remote Agent with Analog Phone....................................................................17
Configuration Guidelines..........................................................................................................................17
Configuring Remote Agent with Analog Phone...................................................................................17
Remote Agent with Analog Phone Network Requirements Checklist..................................................18
Remote Agent with Analog Phone Considerations...................................................................................18
4. Remote Agent User Information................................................................................................................19
Using CTI Toolkit and CAD Desktops.......................................................................................................20
Using the CTI Toolkit Agent Desktop...................................................................................................20
Using the CAD Desktop.......................................................................................................................22
Installation and Configuration Checklists..................................................................................................25
Validating Installation and Configuration of Remote Agent with IP Phone Components Checklist......25
Validating Installation and Configuration of Remote Agent with Analog Phone Components Checklist.26
Hardware Installation and Configuration..................................................................................................26
5. Troubleshooting Cisco IPCC Remote Agent Option..................................................................................27
Caveats and Limitations...........................................................................................................................27
Agent Limitations.................................................................................................................................27
Supervisor Limitations.........................................................................................................................28
Network Limitations.............................................................................................................................28
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Security Limitations..............................................................................................................................29
Reporting Limitations...........................................................................................................................29
Troubleshooting Information.....................................................................................................................29
6. Sample Cisco IOS Configuration for Analog FXO to PRI Gateway...........................................................31
Analog FXO to PRI Gateway......................................................................................................................?
Index .............................................................................................................................................................33
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List of Figures
Figure 1: IPCC Remote Agent Option with IP Phone.....................................................................................................12
Figure 2: IPCC Remote Agent Option with Analog Phone.............................................................................................12
Figure 3: Remote Agent with IP Phone Call Flow..........................................................................................................13
Figure 4: Remote Agent with Analog Phone Call Flow..................................................................................................14
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Preface
Purpose
Preface
Purpose
This manual provides the system configuration guidelines and checklists that remote agents
need to follow in order to successfully set up Cisco IPCC Remote Agent Option. The
troubleshooting entries documented in this manual will help eliminate setup problems.
Note: Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware
and System Software Specifications (Bill of Materials) and the Cisco Response Solutions (CRS)
Software and Hardware Compatibility Guide (located on the Cisco web site (http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm)) for details about operating system
and software requirements.
Audience
There are two major audiences for IPCC Remote Agent Option:
• System Administrators/Installers – These users will use the existing design guides to design
their system, and use existing Cisco IPCC/CallManager documentation.
• Remote Agents – These users set up the system at their remote location and use the system
on a regular basis for customer interaction.
Organization
The following table describes the information contained in each section of this guide:
Section
Description
Introduction to IPCC Remote Agent Option (page 9)
Describes the IPCC Remote Agent Option application.
System Configuration for Remote Agent with IP Phone Describes how to configure IPCC Remote Agent Option when
(page 15)
using an IP Phone.
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Preface 1
Preface
Related Documentation
Section
Description
System Configuration for Remote Agent with Analog Describes how to configure IPCC Remote Agent Option when
Phone (page 17)
using an analog phone.
Remote Agent User Information (page 19)
Provides information about the desktops and installation and
configuration validation checklists.
Troubleshooting Cisco IPCC Remote Agent Option
(page 27)
Describes caveats and limitations, along with troubleshooting
tips.
Sample Cisco IOS Configuration for Analog FXO to
PRI Gateway (page 31)
Provides sample Cisco IOS configuration for an analog FXO
to PRI gateway.
Related Documentation
For additional information about Cisco IP Contact Center (IPCC) software, see the Cisco web
page (http://www.cisco.com/univercd/cc/td/doc/product/icm/index.htm) listing IPCC
documentation.
Obtaining Documentation
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Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
Preface 2
Preface
Documentation Feedback
The Product Documentation DVD is a comprehensive library of technical product documentation
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Cisco will continue to support documentation orders using the Ordering tool:
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Preface 3
Preface
Cisco Product Security Overview
You can submit comments by using the response card (if present) behind the front cover of your
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Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we
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• Emergencies - [email protected]
An emergency is either a condition in which a system is under active attack or a condition
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• Nonemergencies - [email protected]
In an emergency, you can also reach PSIRT by telephone:
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• 1 408 525-6532
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Preface 4
Preface
Obtaining Technical Assistance
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Preface 5
Preface
Obtaining Additional Publications and Information
resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request
Tool is located at this URL:
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For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by
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Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established
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Severity 1 (S1) -- Your network is down, or there is a critical impact to your business operations.
You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2) -- Operation of an existing network is severely degraded, or significant aspects
of your business operation are negatively affected by inadequate performance of Cisco products.
You and Cisco will commit full-time resources during normal business hours to resolve the
situation.
Severity 3 (S3) -- Operational performance of your network is impaired, but most business
operations remain functional. You and Cisco will commit resources during normal business
hours to restore service to satisfactory levels.
Severity 4 (S4) -- You require information or assistance with Cisco product capabilities,
installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
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Visit Cisco Marketplace, the company store, at this URL:
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Preface 6
Preface
Obtaining Additional Publications and Information
http://www.cisco.com/go/marketplace/
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Preface
Obtaining Additional Publications and Information
Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
Preface 8
Chapter 1
Introduction to IPCC Remote Agent Option
IPCC Remote Agent Option provides the capability to use remote agents when staffing contact
centers.
Note: A remote agent is classified as limited to a single agent working at a remote site, such as
the agent's home or in an office outside the contact center's headquarters. They are not classified
as agents working at one of the contact center's sites. Multiple agents sitting in remote sites are
considered branch agents.
Support is provided for remote agents using one of the following options:
• Remote Agent with IP Phone (over a Cisco Business Ready Teleworker setup)
Note: Refer to the Teleworker documentation set at the following web sites: http://
www.cisco.com/go/teleworker, http://www.cisco.com/go/v3pn, and http://www.cisco.com/
go/srnd.
• Remote Agent with analog phone
By means of this support, Cisco IPCC remote agents with IP Phone can benefit from standard
Cisco 8xx series Router support, persistent VPN, Cisco IOS based security, and QoS for voice.
Agents are connected to the corporate network using a residential broadband (cable or DSL)
network connection that can support voice, data, and video traffic. The connection is secure,
and provides "always-on" access to call-center applications using a VPN. Built-in, end-to-end
security helps ensure that confidential customer information, such as medical records and
financial information, is protected, and the corporate network is secure from "back door" attacks.
This section contains the following topics:
•
•
•
•
•
About IPCC Remote Agent Option Primary Components, page 10
How Cisco IPCC Remote Agent Option Works with an IP Phone, page 11
How Cisco IPCC Remote Agent Option Works with an Analog Phone, page 12
Remote Agent with IP Phone Call Flow, page 13
Remote Agent with Analog Phone Call Flow, page 13
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Introduction to IPCC Remote Agent Option
About IPCC Remote Agent Option Primary Components
About IPCC Remote Agent Option Primary Components
The primary components of the IPCC Remote Agent Option are:
• Cisco IP Contact Center solution: Cisco IP Contact Center combines Cisco IP telephony
and ready-to-use computer telephony integration (CTI) capabilities in a call-center product
suite. The software includes intelligent call routing, multichannel automatic call distribution
(ACD) capability, IVR, call queuing, and consolidated reporting features.
Cisco IP Contact Center components include the following:
– Cisco CallManager: Provides traditional private branch exchange (PBX) telephony features
and functions to packet-telephony devices. Installed on a server-class PC, Cisco
CallManager software provides basic call processing, signaling, and connection services
to Cisco IP Phones, VoIP gateways, and software applications.
– Cisco Computer Telephony Integration Object Server (CTI OS) Desktop and Cisco Agent
Desktop (CAD): Allow an agent to control the remote agent state (for example, Login,
Available/Unavailable, and Work or Wrap Up) and perform call control (answer, release,
hold, and transfer).
– Cisco Customer Voice Portal (formerly Internet Service Node) or Cisco IP IVR: Provides
announcements, prompting, gathering of caller-entered digits, and a queue point to park
calls when all remote agents are busy.
– VoIP gateways.
– Centralized monitoring and recording: Provides call-center managers with real-time and
historic data for all remote agents.
Note: IPCC Remote Agent Option is supported on the Cisco IPCC Enterprise Edition, the
Cisco IPCC Hosted Edition, and the Cisco IPCC Express Edition solutions.
• Cisco Business Ready Teleworker architecture (for IP Phone only): The Cisco Business
Ready Teleworker architecture, combined with Cisco IP Contact Center, gives remote agents
the same accessibility to call-center applications as staff based at central sites. Cisco Business
Ready Teleworker provides the most comprehensive security and network management
available in a teleworking environment over a standard cable or broadband connection. This
includes QoS to help ensure prioritization of mission-critical or delay-sensitive traffic. Cisco
Business Ready Teleworker can be quickly and cost-effectively deployed to deliver
high-quality, consistent application access for remote agents through an always-on, secure,
and centrally managed connection to the enterprise network.
Note: A remote agent using an analog phone does not require a Cisco 8xx Series Router and
does not use the Cisco Business Ready Teleworker setup.
Cisco Business Ready Teleworker components include the following:
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Introduction to IPCC Remote Agent Option
How Cisco IPCC Remote Agent Option Works with an IP Phone
– VPN: Provides secure, consistent access to information, call-center applications, and
customer data. The VPN tunnel is transparent to applications and the end user, and promotes
stable and consistent application behavior over the WAN, protecting and extending existing
infrastructure investments.
Note: Agents will receive persistent VPN communication from the Cisco 800 Series
Router.
– Advanced application access: With IP telephony a separate PBX, voice switch, or ACD
call-control platform at the remote-agent location is not needed. Network-based ACD
extends call-center services to thousands of remote-agent locations simultaneously.
– QoS: Helps ensure high-quality voice communication between the caller and remote agent.
Voice, data, and video can be delivered over the same line by prioritizing applications
based on bandwidth requirements or business priorities.
Note: QoS delivers marked tagged packets, but the service is not guaranteed since it is
over a service provider network.
– Network security and authentication: Security is integrated completely with all other
functions. End-to-end security options for remote agents include trust and identity options
(802.1x authentication), integrated firewall, intrusion detection system (IDS), and host-based
intrusion detection with Cisco Security Agent.
– Centralized management and support: Helps ensure control over the performance of remote
agents as though they were based on the main call center. Administrators can push policies
and configurations transparently to remote-agent locations, perform quality surveys, and
do real-time remote monitoring.
See Also
Refer to the Cisco IPCC, CTI OS, and CAD documentation set at the Cisco web page (http:/
/www.cisco.com/univercd/cc/td/doc/product/icm/index.htm) for detailed information about
these applications.
Refer to the Teleworker documentation set at the following web sites: http://www.cisco.com/
go/teleworker, http://www.cisco.com/go/v3pn, and http://www.cisco.com/go/srnd.
How Cisco IPCC Remote Agent Option Works with an IP Phone
At the remote agent site, a Cisco IP Phone, with an ACD extension number, connects to a Cisco
8xx Series secure, persistent Broadband Router that provides a secure VPN connection back to
the call center over a broadband facility. The router, based on Cisco IOS Software, provides all
the features necessary for an always-on, business-ready connection in a single cost-effective
platform. A Cisco CallManager on the corporate network provides the call management on the
IP Phone.
Note: This is one option available when using IPCC Remote Agent Option. This product is also
available using the Remote Agent with analog phone.
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Introduction to IPCC Remote Agent Option
How Cisco IPCC Remote Agent Option Works with an Analog Phone
Figure 1: IPCC Remote Agent Option with IP Phone
When a call comes in to the call center, the Cisco CallManager alerts the Cisco IP Contact
Center, which then finds the best available remote agent based on customer-defined business
rules. If no remote agents are available, the call is held in an IVR queue (so customers can listen
to a recorded message or music) until an agent becomes available.
How Cisco IPCC Remote Agent Option Works with an Analog Phone
At the remote agent site, an analog phone connects to the PSTN and using an active broadband
connection, the agent uses VPN to access the corporate site (using SoftVPN client) from his/her
PC.
Figure 2: IPCC Remote Agent Option with Analog Phone
When a call comes in to the contact center, the Cisco CallManager alerts the Cisco IP Contact
Center, which then finds the best available remote agent based on customer-defined business
rules. If the remote agent is on an analog phone, CallManager sends the call to the Voice Gateway
(VG248) which in turn sends it to the PSTN through the VoIP gateway’s PRI lines. If no remote
agents are available, the call is held in an IVR queue (so customers can listen to a recorded
message or music) until an agent becomes available.
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Introduction to IPCC Remote Agent Option
Remote Agent with IP Phone Call Flow
Remote Agent with IP Phone Call Flow
The following figure displays a typical call flow.
Figure 3: Remote Agent with IP Phone Call Flow
1. The remote agent becomes available by logging on to the corporate domain via VPN over
the ADSL/Cable connection, and by launching the agent desktop interface to log on the
CTI server. The remote agent then goes into a ready mode.
2. Customer calls in from PSTN.
3. Call flows in on PRI VoIP gateway.
4. Call is processed by CallManager and routed to Cisco IP IVR.
5. Call is sent to the remote agent.
6. The remote agent’s IP Phone rings and the agent desktop receives a screen pop with the
incoming call.
7. The supervisor, whether remote or in contact center, can fully control an agent, including
barge, intercept, chat, and state controls.
Remote Agent with Analog Phone Call Flow
The following figure displays a typical call flow.
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Introduction to IPCC Remote Agent Option
Remote Agent with Analog Phone Call Flow
Figure 4: Remote Agent with Analog Phone Call Flow
1. The remote agent becomes available by logging on to the corporate domain via soft VPN
over the ADSL/Cable connection, and by launching the agent desktop interface to log on
the CTI server. The remote agent then goes into a ready mode.
2. Customer calls in from PSTN.
3. Call flows in on PRI VoIP gateway.
4. Call is processed by CallManager and routed to Cisco IP IVR.
5. A VG248 port is designated as the remote agent phone. An incoming call to IPCC sends
a ring command to the VG248 port.
6. The VG248 FXS port is connected to the FXO port on the voice gateway.
7. The voice gateway using Private line automatic ring down (PLAR) forwards the ring
command via the PSTN to the remote agent's analog phone.
8. The analog phone receives the ring command via its local PSTN provider. (This happens
because the PLAR was sent from the IPCC voice gateway.)
9. The remote agent’s analog phone rings and the agent desktop receives a screen pop with
the incoming call.
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Chapter 2
System Configuration for Remote Agent with IP Phone
Configuration Guidelines
The following tables provide configuration checklists and guidelines users should follow when
using the Remote Agent with IP Phone.
Note: Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware
and System Software Specifications (Bill of Materials) and the Cisco Response Solutions (CRS)
Software and Hardware Compatibility Guide (located on the Cisco web site (http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm)) for details about operating system
and software requirements.
Configuring Remote Agent with IP Phone
Step Description
1.
Provision the remote agent PC and IP Phone on the IPCC central site to ensure operability before distributing
it to a remote agent site.
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.
3.
Create a DNS entry for the remote agent desktop; otherwise, an agent will not be able to connect to a CTI server.
DNS entries can be dynamically updated or entered as static updates.
4.
Configure the agent desktop PC at the remote site with an IP address, network mask, DNS, and default gateway
configured for DHCP.
5.
Make sure the 7960 IP Phone has a power supply. (The Cisco 8xx Series Router will not supply power to the
IP Phone.)
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.
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System Configuration for Remote Agent with IP Phone
IP Phone Considerations
Step Description
Remote Agent with IP Phone Network Requirements Checklist
Complete Network Requirements
[]
Ensure the ADSL and Cable bandwidth values are set to at least 256kb uplink and 1 Mbps downlink.
[]
Do not exceed 60ms to 90ms of jitter delay each way on the maximum ADSL network delay. If the ADSL
delay is greater than the maximum, the IPCC application will encounter longer response times.
[]
Make sure the IPCC bandwidth value does not exceed 128k uplink; otherwise, the remote agent solution
might not work properly.
[]
The default codec for 256kb 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.
IP Phone Considerations
IP Phones supported with IPCC Remote Agent Option are those currently compatible with IPCC
as listed in the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware and
System Software Specifications (Bill of Materials).
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Chapter 3
System Configuration for Remote Agent with Analog
Phone
Configuration Guidelines
The following tables provide configuration checklists and guidelines users should follow when
using the Remote Agent with analog phone.
Note: Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware
and System Software Specifications (Bill of Materials) and the Cisco Response Solutions (CRS)
Software and Hardware Compatibility Guide (located on the Cisco web site (http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm)) for details about operating system
and software requirements.
Configuring Remote Agent with Analog Phone
Step Description
1.
Provision the remote agent PC and IP Phone on the IPCC central site to ensure operability before distributing
it to a remote agent site.
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.
3.
Create a DNS entry for the remote agent desktop; otherwise, an agent will not be able to connect to a CTI server.
DNS entries can be dynamically updated or entered as static updates.
4.
Configure the agent desktop PC at the remote site with an IP address, network mask, DNS, and default gateway
configured for DHCP.
5.
Make sure you set up the soft VPN client to connect to the contact center's headquarters.
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System Configuration for Remote Agent with Analog Phone
Remote Agent with Analog Phone Considerations
Remote Agent with Analog Phone Network Requirements Checklist
Complete Network Requirements
[]
Do not exceed 150ms Round Trip Time (RTT) of ADSL/Cable network delay.
[]
Do not exceed not exceed 60ms of jitter delay.
[]
The minimum broadband bandwidth for the agent desktop is 256kb 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 Cisco CallManager is
the MoH server.
[]
The maximum PSTN delay supported is 250ms.
[]
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.
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Chapter 4
Remote Agent User Information
IPCC Remote Agent Option is available on the following Cisco desktops:
• Cisco CTI Toolkit Agent Desktop: Provides an interface that enables agents to perform
telephony call control and agent state control. The CTI Toolkit Agent Desktop provides an
interface to allow call data to be presented to an agent in the form of a screen pop. The CTI
Toolkit Agent Desktop also provides agents with statistics and chat capability.
Note: CTI OS only supports chat between agents on the same peripheral.
• Cisco CTI Toolkit IPCC Supervisor Desktop: The Supervisor Desktop has all of the
functionality of the Agent Desktop, with additional functions for monitoring and managing
Agent Team members.
Note: The CTI Toolkit IPCC Supervisor Desktop is supported for use on Cisco IPCC
Enterprise only. It is not supported for use on TDM peripherals.
• Cisco Agent Desktop: Provides call control capabilities—such as call answer, hold,
conference, and transfer, and ACD state control—ready/not ready, wrap up, etc. Customer
information is presented to an agent through an enterprise data window and an optional screen
pop. Cisco Agent Desktop requires minimum screen real estate and enables agents to customize
its functionality to meet their individual needs.
Note: CAD is not available with IP Phone Agent using an analog phone.
Note:
• Refer to the Cisco CTI OS and CAD documentation at the Cisco web page (http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm) for detailed information about
the desktops.
• Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware and
System Software Specifications (Bill of Materials) and the Cisco Response Solutions (CRS)
Software and Hardware Compatibility Guide (located on the Cisco web site (http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm)) for details about desktop operating
system and software requirements.
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Remote Agent User Information
Using CTI Toolkit and CAD Desktops
This section contains the following topics:
• Using CTI Toolkit and CAD Desktops, page 20
• Installation and Configuration Checklists, page 25
• Hardware Installation and Configuration, page 26
Using CTI Toolkit and CAD Desktops
Using the CTI Toolkit Agent Desktop
Action
Resolution
How does an agent log To log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects
in to the desktop?
agents to the CTI Server and logs agents into a selected ACD switch. When an agent clicks
the Login button, the CTI Login dialog box appears.
Enter the following information in the dialog box:
• Connect to. Use the drop-down menu to select the connection profile that you want to use.
• Agent ID. The agent ID as assigned by the agent's manager.
Note: Depending on the option chosen for logging in during the installation of the CTI OS
Server, the Login dialog on the Agent desktop will prompt for either the Agent ID or the
Login Name.
• Password. The password as assigned by the agent's manager.
• Instrument. The device ID assigned to the teleset where the agent will receive calls.
After entering this information, click the OK button.
On a successful login, the following occurs:
• The agent automatically enters the state configured on the switch, either Ready or Not
Ready state.
• The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the following
information
– Agent ID for the logged in agent
– Agent Extension
– Agent Instrument
– Current Agent Status
– The server that the agent is connected to
• Buttons for actions that are allowed from your current agent state are enabled.
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Remote Agent User Information
Using CTI Toolkit and CAD Desktops
Action
Resolution
Note: If the Login button is not enabled when the CTI Toolkit Agent Desktop displays, the
remote agent did not successfully log in.
How can an agent
verify a successful
login?
On a successful login, the following occurs:
• The remote agent automatically enters the state configured on the switch, either Ready or
Not Ready state.
• The status bar on the bottom of the CTI Toolkit Agent Desktop window displays the
following information:
– Agent ID for the logged in agent
– Agent Extension
– Agent Instrument
– Current Agent Status
– The server that the agent is connected to
• Buttons for actions that are allowed from your current agent state are enabled.
How does an agent
An agent enters either Ready or Not Ready state on comletion of a successful login, depending
enter the Ready state to on the configuration of the agent’s switch. If the agent is in the Not Ready state and the Ready
start accepting calls?
button is enabled, enter the Ready state by clicking the Ready button.
How does an agent
perform a conference
transfer?
To transfer a call, perform the following steps:
1. Click the Transfer button. The CTI Dialing Pad dialog box appears.
2. Enter the phone number to be dialed in the Dialed Number field or select a destination
from the pull-down menu. The pull-down menu contains the last six numbers dialed
from this desktop.
3. Optionally, click the More button to display the Call Data tab, where you can optionally
enter data associated with the call.
The remaining steps depend on whether or not the agent wants to speak with the consulted
agent upon call transfer.
• If the agent does not want to speak with the consulted agent, click the Single Step button.
The call is transferred automatically.
• If the agent wants to speak with the consulted agent, click the Transfer Init button. Once
the Transfer Init button is pressed, the call will be put on hold. The agent has an opportunity
to speak to the consulted agent before completing the transfer. When the consult call is
answered, the button changes to Transfer Complete. To complete the transfer, click the
Transfer Complete button.
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Remote Agent User Information
Using CTI Toolkit and CAD Desktops
Action
Resolution
How does an agent
initiate a conference
call?
To initiate a conference call, perform the following steps
1. Click the Conference button. The CTI Dialing Pad dialog box appears.
2. Enter the phone number to be dialed in the Dialed Number field or select a destination
from the pull-down menu. The pull-down menu contains the last six numbers dialed
from this desktop.
3. Optionally, click the More button to display the CTI Dialing Pad.
4. Click the Conference Init button. The call is now put on hold. The agent will have an
opportunity to speak to the consulted agent before completing the conference. When the
consult call is answered, the button changes to Conference Complete. To complete the
conference, click the Conference Complete button.
When the conference operation completes, the two calls then appear on the Call Information
Grid as one call.
When is an agent
An agent is able to make calls if the Dial button is enabled. Depending on the agent’s switch,
available to make calls? the agent might also be able to make calls if the Ready or Not Ready buttons are enabled.
Using the CAD Desktop
Action
Resolution
How does an agent To start Agent Desktop:
log in to the
1. Choose Start > Programs > Cisco > Desktop > Agent. The Agent Login dialog box
desktop?
appears.
Note:
• For IPCC Enterprise only, Agent Desktop prompts for either the remote agent's
Login ID or the Login Name in the Login dialog box. Which prompt appears depends
on how the administrator has configured the system.
• If the login method (Login Name or Login ID) is changed while the remote agent
is in the process of logging in, an error message appears stating that the login method
has changed. The remote agent must restart Agent Desktop in order to log in using
the new method. (The information in this note is not applicable to IPCC Express.)
2. Enter the remote agent login ID or login name, password, and extension in the appropriate
fields, and then click OK or press Enter.
–
If the remote agent attempts to log in and the login ID/login name (with or without
the same extension used in association with it) is already in use by another agent, the
remote agent will be asked to forcibly log in. If the remote agent opts to do so, that
agent is logged in and the other agent using that ID will be logged out.
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Remote Agent User Information
Using CTI Toolkit and CAD Desktops
Action
Resolution
–
If the remote agent attempts to log in and the extension is already in use by another
agent, that agent will not be able to log in unless a different extension is entered.
Agent Desktop starts and is immediately minimized on the taskbar at the bottom of the
remote agent's Windows desktop.
Login notes:
• The Login Name field can be a maximum of 32 characters. The Login ID, Extension, and
Password fields can be a maximum of 12 characters.
• Agent Desktop can control only those calls on the extension entered in the Login dialog box,
even if the remote agent is configured with multiple extensions.
• When logging in, the remote agent might see the error message, “A licensing error has occurred.
Please see your administrator.” This generally appears when all Agent Desktop software
licenses are in use. For this reason, it is important that the remote agent close Agent Desktop
completely when finished using it, rather than simply logging off. As long as Agent Desktop
is running, one license is being used.
How does an agent Clicking the Ready button changes the state to Ready, indicating that the remote agent is available
get into the Ready to receive ACD calls.
state to start
accepting calls?
How does an agent There are two types of transfer calls:
transfer a call?
• Supervised transfers. In a supervised transfer, the remote agent speaks to the third party to
whom the call is being transferred before connecting the active call, in order to confirm that
the third party is ready to accept the call.
• Blind transfers. In a blind transfer, the remote agent transfers the active call to the third party
without speaking. The remote agent hangs up before the third party answers the phone and
therefore, can’t confirm if the third party is ready to accept the call.
To transfer a call:
1. With a call active, click Transfer.
The Transferring Call window appears.
2. Enter the phone number to which the remote agent is transferring the call in the Name:
Number field.
3. Click Dial.
When the phone rings, the Dial button changes to the Transfer button.
4. Take one of the following actions:
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Remote Agent User Information
Using CTI Toolkit and CAD Desktops
Action
Resolution
–
For a supervised transfer, wait for the third person to answer the phone, announce the
transfer, then click Transfer.
–
For a blind transfer, click Transfer without waiting for the third person to pick up the
phone.
How does an agent There are two types of conference calls:
initiate a conference
• Supervised conference. In a supervised conference, the remote agent speaks to the third party
call?
he or she wants to add to the call before completing the conference, in order to confirm that
the third party is ready to accept the call.
• Blind conference. In a blind conference, the remote agent adds the third party to the conference
without speaking to him or her.
Note: When using a blind conference to add someone to the call, the remote agent might or
might not see the call tagged as a conference call in the dashboard pane.
To make a conference call:
1. With a call active, click Conference.
The Conferencing window appears.
2. Enter the phone number of the person the remote agent wants to add to the call in the Name:
Number field.
3. Click Dial.
When the phone rings, the Dial button changes to the Add to Conf. button.
4. Take one of the following actions:
–
For a supervised conference, wait for the third person to answer the phone, announce
the conference, then click Add to Conf.
–
For a blind conference, click Add to Conf. without waiting for the third person to pick
up the phone.
The Conferencing window closes.
5. To add one or more people to the conference call, repeat Steps 1 to 4 for each person.
Note: The total number of conference call participants on a call is determined by settings on the
Cisco CallManager. Ask you supervisor for the total number configured for your contact center.
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Remote Agent User Information
Installation and Configuration Checklists
Action
Resolution
When is an agent
available to make
calls?
When the remote agent is in the Not Ready state and the system is functioning to enable call
control, the agent is available to make and receive calls.
Installation and Configuration Checklists
Validating Installation and Configuration of Remote Agent with IP Phone Components Checklist
Complete Issue
Resolution
[]
Does the IP Phone boot?
Make sure the separate power supply is used for the phone.
The 831 router does not supply power to the IP Phone.
[]
Does the IP Phone register with
CallManager?
The phone must be configured for DHCP; also, domain
information must be entered in to the phone configuration.
[]
Is the IPsec tunnel running?
Reboot the 831.
[]
Do you have internet access?
Make sure you have network access to the internet.
[]
Can the agent desktop log in to CTI OS
Server?
Make sure the PC is registered in DNS.
Make sure the agent login ID/password is valid.
[]
When you pick up the IP Phone, does the
desktop reflect that the line is off hook?
Cycle the PG for the remote agent.
[]
Are callers routed to the remote agent?
Make sure callers are routing to the remote agent and the PG
is online.
[]
When the remote agent receives a call, does Check to see if the desktop client's main window displays
the desktop client's main window display the the incoming call.
incoming call?
[]
Is the desktop window displaying the
incoming call correctly?
Check to see if the desktop window displays the incoming
call correctly.
[]
Does the MTP application log in?
If you are using the Platronics headset, make sure the USB
connection is secure and that it is able to play sound from
the desktop.
[]
What's the agent's readiness state when taking Once the agent takes a call (either via the IP Phone or the
a call using an IP Phone?
agent desktop), the agent state changes to either the Talking
state or the Not Ready state and the agent is unavailable for
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Remote Agent User Information
Hardware Installation and Configuration
Complete Issue
Resolution
calls. (The agent will not receive any calls while already on
a call.)
Validating Installation and Configuration of Remote Agent with Analog Phone Components Checklist
Complete Issue
Resolution
[]
Make sure the PC is registered in DNS.
Can the agent desktop log in to CTI OS
Server?
Make sure the agent login ID/password is valid.
[]
Is there a dial tone?
Pick up the analog phone and listen for a dial tone to ensure
the phone is connected.
[]
Do you have internet access?
Make sure you have network access to the internet.
[]
Are callers routed to the remote agent?
Make sure callers are routing to the remote agent and the PG
is online.
[]
What's the agent's readiness state when
taking a call using an analog phone?
Remote agents using an analog phone must manually place
themselves in the Not Ready state after taking a call.
Hardware Installation and Configuration
Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware and
System Software Specifications (Bill of Materials) and the Cisco Response Solutions (CRS)
Software and Hardware Compatibility Guide (located on the Cisco web site (http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm)) for details about desktop hardware
requirements.
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Chapter 5
Troubleshooting Cisco IPCC Remote Agent Option
Caveats and Limitations
Agent Limitations
• Only one IPCC Remote Agent Option per household is supported.
• IP Communicator for CTI OS or CAD Desktops is not supported for remote agents.
• Media Termination for CTI OS and CAD 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 will have to re-login
again for CTI application.
• Cisco CAD-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/CAD desktop agent interface, and only to another agent.
• Remote agents can use the agent desktop interface to initiate calls, but only to other agents.
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Troubleshooting Cisco IPCC Remote Agent Option
Caveats and Limitations
Supervisor Limitations
• Desktop-based Silent Monitoring/Recording will not work and is not supported. (Silent
Monitor—for both CTI OS and CAD—is not supported with NAT.)
• Remote supervisors are only supported for the Remote Agent with IP Phone.
Network Limitations
• Network Address Translation (NAT) is supported when IPCC Remote Agent Option is used
with the Cisco Business Ready Teleworker Model. Design guides for Business Ready
Teleworker can be found at:
– http://www.cisco.com/go/teleworker
– http://www.cisco.com/go/v3pn
– http://www.cisco.com/go/srnd
• 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 call manager 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 IPCC server recognizes failures when the remote agent desktop or connection breaks.
It will stop routing calls to that agent until an agent logs back in and goes to a ready call state.
Callers will be 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 will 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, ICM software via
CTI/CAD/CTI OS server will recognize the failure and will stop 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.
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Troubleshooting Cisco IPCC Remote Agent Option
Troubleshooting Information
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 since 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 IPCC and CallManager Clusters. Testing
was not performed with CTI OS using security and Cisco Support Tools.
Reporting Limitations
• No special reports exist for individual remote agents. IPCC Enterprise 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.
Troubleshooting Information
This section lists troubleshooting FAQs and recovery tips.
Problem
Resolution
How do I find out what Codec is being used? On Cisco 7960 IP Phones, press the information button twice (this is the
"?" or the "I" button, depending on the model you are using).
Table 11: IPCC Remote Agent Option Failure Recovery Tips
Recovery Issue
Resolution
Power failure
Once the power is back up, verify that the machine comes back up properly and that the
network is available.
For CTI OS, start the CTI desktop and login to the CTI OS server. For Remote Option
with IP Phone configuration, the IP Phone needs to contact the tftp server and register
with Cisco CallManager.
Note: UPS can mitigate the risk of a power failure at home by keeping the cable modem
and agent's PC powered up for a certain duration.
Internet failure
Once the internet goes down, the connection is lost and the agent goes offline.
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Troubleshooting Cisco IPCC Remote Agent Option
Troubleshooting Information
Recovery Issue
Resolution
For CTI OS, once the internet is back up, the agent must re-connect to the CTI OS server
and log back in. For Remote Option with IP Phone configuration, the IP Phone will also
be disconnected and needs to be reconnected with Cisco CallManager.
Reconnection of the phone to Connect the desktop to the IP Phone's second switch port, then connect the IP Phone to
the desktop
the 800 Series Router.
Desktop reboot
See Power failure, above.
Application restart
Restart the application and log back into the server. If a call is still in progress, do not
change the state to Ready.
IP Phone registration failure Verify that the Internet is available, followed by the network. If yes, check if the tftp
server and Cisco CallManager are online.
VPN tunnel failure
If Internet access is available, but the connection to the corporate site is not, verify that
the VPN tunnel is not misconfigured / broken. If it is broken, it will have to be
reconfigured by the System Administrator.
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Chapter 6
Sample Cisco IOS Configuration for Analog FXO to PRI
Gateway
The following section provides a sample Cisco IOS configuration for an analog FXO to PRI
gateway.
Analog FXO to PRI Gateway
hostname pri-fxo-gateway
!
isdn switch-type primary-ni
!
controller T1 3/0
framing esf
linecode b8zs
cablelength short 133
pri-group timeslots 1-24
!
interface Serial3/0:23
bandwidth 230400
no ip address
encapsulation hdlc
no logging event link-status
isdn switch-type primary-ni
isdn incoming-voice voice
no cdp enable
!
voice-port 1/0/0
connection plar opx 4085551234
!
voice-port 1/0/1
connection plar opx 4085551235
!
dial-peer cor custom
!
dial-peer voice 1 pots
destination-pattern 4085551234
Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
31
Sample Cisco IOS Configuration for Analog FXO to PRI Gateway
no digit-strip
port 3/0:23
!
dial-peer voice 100 pots
destination-pattern 4085551235
no digit-strip
port 3/0:23
!
end
Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
32
Index
system configuration with Remote Agent....15, 17
Index
validating installation and configuration of Remote
Agent....25, 26
Agent guidelines....20, 22, 27
working with Remote Agent....10, 11, 12
limitations....27, 28, 29
Application restart, recovering from....30
using the CAD Desktop....22
Business Ready Teleworker....10
using the CTI Toolkit Agent Desktop....20
Agent recovery tips....29, 30
internet failure....29
architecture, working with Remote Agent....10
components....10
CAD desktops....19, 22
IP Phone registration failure....30
availability with Remote Agent....19
power failure....29
using....20, 22
rebooting desktop....30
Call flows....13
reconnecting phone to desktop....30
analog phone....13
restarting application....30
IP Phone....11, 13, 15, 16, 25, 30
VPN tunnel failure....30
Agent tasks using CAD Desktop....22, 23, 24, 25
Components, Remote Agent primary....10
Configuring....15, 17
accepting calls....21, 23
Remote Agent with analog phone....17
initiating conference call....22, 24
Remote Agent with IP Phone....15
logging in....20, 22
making calls....22, 25
transferring a call....23
Agent tasks using CTI Toolkit Agent Desktop....20, 21, 22
CTI desktops....19
availability with Remote Agent....19
CTI Toolkit Agent Desktop....20
using....20, 22
accepting calls....21, 23
Desktop reboot, recovering from....30
initiating conference call....22, 24
Desktops....19
logging in....20, 22
making calls....22, 25
available with Remote Agent....19
Guidelines....15, 17
performing conference transfer....21
configuration, with analog phone....17
verifying successful login....21
configuration, with IP Phone....15
Analog phone....12, 13, 17, 18, 26, 31
Hardware setup....26
call flow with Remote Agent....13
Internet failure, recovering from....29
classification....18
IOS configurations, sample for analog FXO to PRI
gateway....31
configuration guidelines....15, 17
configuring Remote Agent....15, 17
network requirements for Remote Agent....16, 18
sample IOS configurations....31
IPCC solution....10
components....10
working with Remote Agent....10, 11, 12
IP Phone....11, 13, 15, 16, 25, 30
Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
Index 33
Index
call flow with Remote Agent....13
limitations....27, 28, 29
compatibility....16
Sample IOS configurations....31
configuration guidelines....15, 17
Security....29
configuring Remote Agent....15, 17
network requirements for Remote Agent....16, 18
registration failure, recovering from....30
system configuration with Remote Agent....15, 17
validating installation and configuration of Remote
Agent....25, 26
working with Remote Agent....10, 11, 12
Limitations....27, 28, 29
agent....27
network....28
reporting....29
security....29
supervisor....28
Network....16, 18, 28
limitations....27, 28, 29
Supervisor....28
limitations....27, 28, 29
Troubleshooting....29
FAQs and recovery tips....29
Using....20, 22
CAD Desktop....22
CTI Toolkit Agent Desktop....20
Validating....25, 26
installation and configuration of Remote Agent with
analog phone....26
installation and configuration of Remote Agent with
IP Phone....25
VPN tunnel failure, recovering from....30
limitations....27, 28, 29
requirements for Remote Agent with analog phone.18
requirements for Remote Agent with IP Phone....16
Power failure, recovering from....29
Reconnecting phone to desktop, recovering from....30
Remote Agent....9, 10, 11, 12, 13, 15, 17, 19
call flow with analog phone....13
call flow with IP Phone....13
description....9
primary components....10
system configuration with analog phone....17
system configuration with IP Phone....15
user information....19
with Cisco Business Ready Teleworker
architecture....10
with IPCC solution....10
working with analog phone....12
working with IP Phone....11
Reporting....29
Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
Index 34
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