Cisco Unified Contact Center Enterprise Solution Reference ...

Remote Agent Over Broadband
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
Unified CCE home agents and home family users can securely share broadband Cable and DSL
connections, with authentication of Unified CCE corporate users providing access to the VPN
tunnel.
This remote-agent solution utilizes the low-cost Cisco 831 Series router.
This model supports dynamic IP addressing via Dynamic Host Configuration Protocol (DHCP) or
Point-to-Point Protocol over Ethernet (PPPoE).
The Cisco 831 Series router provides VPN tunnel origination, Quality of Service (QoS) to the edge,
and Firewall (and other security functions), thus reducing the number of devices to be managed.
The remote-agent routers can be centrally managed by the enterprise using a highly scalable and
flexible management product such as Cisco Unified Operations Manager.
The remote-agent solution is based on Cisco IOS VPN Routers for resiliency, high availability, and
a building-block approach to high scalability that can support thousands of home agents.
All traffic, including data and voice, is encrypted with the Triple Data Encryption Standard (3DES).
This model can be deployed as part of an existing Cisco Unified CallManager installation.
Remote agents can have the same extension type as campus agents.
Best Practices
Follow all applicable V3PN and Business Ready Teleworker design guidelines outlined in the
documentation available at:
http://www.cisco.com/go/teleworker
http://www.cisco.com/go/v3pn
http://www.cisco.com/go/srnd
Configure remote agent IP phones to use G.729 with minimum bandwidth limits. Higher-quality
voice can be achieved with the G.711 codec. The minimum bandwidth to support G.711 is 512 kbps
upload speed.
Implement fault and performance management tools such as NetFlow, Service Assurance Agent
(SAA), and Internetwork Performance Monitor (IPM).
Wireless access points are supported; however, their use is determined by the enterprise security
polices for Unified MAs.
Only one remote agent per household is supported.
Cisco recommends that you configure the conference bridge on a DSP hardware device. There is no
loss of conference voice quality using a DSP conference bridge. This is the recommended solution
even for pure Cisco Unified Communications deployments.
The remote-agent-over-broadband solution is supported only with centralized Unified CCE and
Cisco Unified CallManager clusters.
There might be times when the ADSL or Cable link goes down. When the link is back up, you might
have to reset your ADSL or Cable modem, Cisco 831 Series router, and IP phone. This task will
require Unified MA training.
Only unicast Music on Hold (MoH) streams are supported.
There must be a Domain Name System (DNS) entry for the remote agent desktop, otherwise the
agent will not be able to connect to a CTI server. DNS entries can be dynamically updated or entered
as static updates.
The remote agent workstation and IP phone must be set up to use Dynamic Host Configuration
Protocol (DHCP).
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