Cisco Cisco E-Mail Manager Unity Integration Option

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.

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)