Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 2 Deployment Models<br />
OL-8669-05<br />
Remote Agent Over Broadband<br />
The remote agent workstation requires Windows XP Pro for the operating system. In addition, XP<br />
Remote Desktop Control must be installed.<br />
The <strong>Cisco</strong> <strong>Unified</strong> IP Phone 7960 requires a power supply. The <strong>Cisco</strong> 831 Series router does not<br />
supply power to the phone.<br />
Remote agent broadband bandwidth requires a minimum of 256 kbps upload speed and 1.4 Mbps<br />
download speed for ADSL, and 1 Mbps download for Cable. Before actual deployment, make sure<br />
that the bandwidth is correct. If you are deploying Cable, then take into account peak usage times.<br />
If link speeds fall below the specified bandwidth, the home agent can encounter voice quality<br />
problems such as clipping.<br />
Remote agent round-trip delay to the <strong>Unified</strong> CCE campus is not to exceed 180 ms for ADSL or<br />
60 ms for Cable. Longer delay times can result in voice jitter, conference bridge problems, and<br />
delayed agent desktop screen pops.<br />
If the Music on Hold (MoH) server is not set up to stream using a G.729 codec, then a transcoder<br />
must be set up to enable outside callers to receive MoH.<br />
For <strong>Cisco</strong> Supervisor Desktop, there are supervisor limitations to silent monitoring, barge-in,<br />
intercept, and voice recording with regard to home agent IP phones. <strong>Cisco</strong> Agent Desktop<br />
(<strong>Enterprise</strong> and Express) home and campus supervisors cannot voice-monitor home agents.<br />
Supervisors are capable of sending and receiving only text messages, and they can see which home<br />
agents are online and can log them out.<br />
Desktop-based monitoring is not supported for <strong>Unified</strong> CCX with <strong>Cisco</strong> Agent Desktop.<br />
Desktop-based monitoring is applicable only with <strong>Unified</strong> CCE.<br />
CTI OS Supervisor home and campus supervisors can silently monitor, barge in, and intercept, but<br />
not record home agents. CTI OS home and campus supervisors can send and receive text messages,<br />
make an agent ready, and also log out home agents.<br />
Connect the agent desktop to the RJ45 port on the back of the IP phone. Otherwise, CTI OS<br />
Supervisor will not be able to voice-monitor the agent phone.<br />
Only IP phones that are compatible with <strong>Cisco</strong> <strong>Unified</strong> CCE are supported. For compatibility<br />
information, refer to the following documentation:<br />
– <strong>Cisco</strong> ICM/IPCC <strong>Enterprise</strong> & Hosted Editions Release 7.0(0) Hardware and System Software<br />
Specifications (Bill of Materials), available at<br />
http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm<br />
– <strong>Cisco</strong> IP <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> Edition Software Compatibility Guide, available at<br />
http://cisco.com/application/pdf/en/us/guest/products/ps1844/c1609/ccmigration_09186a0080<br />
31a0a7.pdf<br />
– Release Notes for <strong>Unified</strong> CCX (<strong>Cisco</strong> Customer Response Applications), available at<br />
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/relnotes/i<br />
ndex.htm<br />
You can find a test for the broadband line speed at http://www.Broadbandreports.com. From this<br />
website, you can execute a test that will benchmark the home agent's line speed (both upload and<br />
download) from a test server.<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
2-37
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