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
Remote Agent with Unified IP Phones Deployed via the Business Ready
Teleworker Solution
In this model, the Unified MA’s IP phone and workstation are connected via the VPN tunnel to the main
Unified CCE campus. Customer calls routed to the remote agent are handled in the same manner as
campus agents. (See Figure 2-13.)
Figure 2-13 Remote Agent with IP Phones Deployed via the Business Ready Teleworker Solution
Advantages
CTI
High-speed broadband enables cost-effective office applications.
Site-to-site always-on VPN connection.
Advanced security functions allow extension of the corporate LAN to the home office.
Supports full range of converged desktop applications, including CTI data and high-quality voice.
Best Practices
Cisco IP
phone
IP
data
Cisco 831
Series remote
router
Broadband
modem
Broadband Internet
Encrypted VPN tunnel
Minimum broadband speed supported is 256 kbps upload and 1.0 Mbps download for cable.
Minimum broadband speed supported is 256 kbps upload and 1.4 Mbps download for ADSL.
Agent workstation must have 500 MHz, 512 MB RAM or greater.
IP phone must be configured to use G.711 on minimum broadband speeds.
QoS is enabled only at the Cisco 831 Router edge. Currently, service providers are not providing
QoS.
Enable security features on the Cisco 831 Series router.
The Cisco 7200 VXR and Catalyst 6500 IPSec VPN Services Module (VPNSM) offer the best
LAN-to-LAN performance for agents.
The remote agent’s home phone must be used for 911 calls.
VPN
Head-End
router
IPCC
Corporate
Network
Redirect-on-no-answer (RONA) should be used when a remote agent is logged in and ready but is
unavailable to pick up a call.
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