Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified Wireless IP Phone 7920 IP Phone Support
Unified CCX application requests a copy of the RTP streams for the selected types of calls, and the Cisco
Unified CCX application and CTI Port relays those packets to the remote supervisor's phone. Remote
supervisory monitoring works with both SPAN port monitoring and desktop monitoring. However,
remote supervisory monitoring only works with a Cisco Unified CCX Engine and CTI Ports and agent
phones using G.711 encoding. Remote supervisory monitoring also places an additional performance
impact on the Cisco Unified CCX server Cisco Unified CCX Engine. This activity is reflected in the
Cisco Unified CCX 7.0 Configuration and Ordering Tool.
Unified CCX application and CTI Port relays those packets to the remote supervisor's phone. Remote
supervisory monitoring works with both SPAN port monitoring and desktop monitoring. However,
remote supervisory monitoring only works with a Cisco Unified CCX Engine and CTI Ports and agent
phones using G.711 encoding. Remote supervisory monitoring also places an additional performance
impact on the Cisco Unified CCX server Cisco Unified CCX Engine. This activity is reflected in the
Cisco Unified CCX 7.0 Configuration and Ordering Tool.
Cisco Unified Wireless IP Phone 7920 IP Phone Support
Cisco Unified CCX supports use of the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone by
agents. Agents can be using CAD with the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone, or
agents can use the IPPA interface with the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone.
When planning to use the Cisco Unified Wireless IP Phone 7920 for agents with Cisco Unified CCX,
the following considerations need to be taken into account:
agents. Agents can be using CAD with the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone, or
agents can use the IPPA interface with the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone.
When planning to use the Cisco Unified Wireless IP Phone 7920 for agents with Cisco Unified CCX,
the following considerations need to be taken into account:
•
If a logged in agent using a Cisco Unified Wireless IP Phone 7920 Wireless IP Phone roams outside
Wireless Access Point (WAP) range for greater than 60 seconds (possibly slightly longer depending
upon Cisco Unified CM time out), Cisco Unified CM unregisters the Cisco Unified Wireless IP
Phone 7920 Wireless IP Phone (and ends any call in progress if the Cisco Unified Wireless IP Phone
7920 Wireless IP Phone was off hook). This generates a device unregistered JTAPI event to be sent
to Cisco Unified CCX which causes the Cisco Unified CCX agent state to change to 'not ready'.
When agents roam between WAPs, the hand off occurs within a second or two (depending upon
wireless LAN design, encryption, and authentication techniques used). Therefore, roaming between
WAPs is supported. If an agent is using the Cisco Unified Wireless IP Phone 7920 Wireless IP
Phone with CAD, but is away from the CAD workstation, there is no way for the agent to know that
the agent state is 'not ready' and there is no way for the agent to change the agent state to 'ready'. If
the agent is using the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone with IPPA, then the
agent can check the agent state via IPPA and can change the agent state to 'ready' via IPPA.
Therefore, if agents anticipate roaming outside WAP range for greater than 60 seconds, then it is
recommended that they log in to Cisco Unified CCX via IPPA for that login session. If agents
anticipate working at their desk or not roaming outside WAP range, then it is okay for them to log
in to Cisco Unified CCX via CAD for that login session.
Wireless Access Point (WAP) range for greater than 60 seconds (possibly slightly longer depending
upon Cisco Unified CM time out), Cisco Unified CM unregisters the Cisco Unified Wireless IP
Phone 7920 Wireless IP Phone (and ends any call in progress if the Cisco Unified Wireless IP Phone
7920 Wireless IP Phone was off hook). This generates a device unregistered JTAPI event to be sent
to Cisco Unified CCX which causes the Cisco Unified CCX agent state to change to 'not ready'.
When agents roam between WAPs, the hand off occurs within a second or two (depending upon
wireless LAN design, encryption, and authentication techniques used). Therefore, roaming between
WAPs is supported. If an agent is using the Cisco Unified Wireless IP Phone 7920 Wireless IP
Phone with CAD, but is away from the CAD workstation, there is no way for the agent to know that
the agent state is 'not ready' and there is no way for the agent to change the agent state to 'ready'. If
the agent is using the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone with IPPA, then the
agent can check the agent state via IPPA and can change the agent state to 'ready' via IPPA.
Therefore, if agents anticipate roaming outside WAP range for greater than 60 seconds, then it is
recommended that they log in to Cisco Unified CCX via IPPA for that login session. If agents
anticipate working at their desk or not roaming outside WAP range, then it is okay for them to log
in to Cisco Unified CCX via CAD for that login session.
•
The Cisco Unified Wireless IP Phone 7920 Wireless IP Phone is not supported as a second-line
appearance for a wired IP phone for the Cisco Unified CCX agents. Second-line appearance is not
supported for IPPA.
appearance for a wired IP phone for the Cisco Unified CCX agents. Second-line appearance is not
supported for IPPA.
•
Cisco WAPs currently support only a maximum of seven G.711 or eight G.729 active calls.
Therefore, do not have a large volume of agents in one location all using the Cisco Unified Wireless
IP Phone 7920 Wireless IP Phone. The maximum number of agents that can be equipped with Cisco
Unified Wireless IP Phone 7920 Wireless IP Phones depends upon the agent utilization of the phone
during busy hour, the codec being used by the phone, and the proximity of agent phones to WAPs.
Therefore, do not have a large volume of agents in one location all using the Cisco Unified Wireless
IP Phone 7920 Wireless IP Phone. The maximum number of agents that can be equipped with Cisco
Unified Wireless IP Phone 7920 Wireless IP Phones depends upon the agent utilization of the phone
during busy hour, the codec being used by the phone, and the proximity of agent phones to WAPs.
•
Use of the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone as an agent phone requires
using SPAN port monitoring for supervisory silent monitoring and call recording. This applies to
the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone when used with either CAD or IPPA.
The port that is to be included in the SPAN is the one to which the WAP is wired. Cisco Unified
CCX 7.0 supports only one monitoring domain. However, that monitoring domain may include
multiple WAPs on the same VLAN segment. This will allow agents to roam between WAPs and still
be silently monitored by supervisors and have their calls recorded. For Cisco Unified Wireless IP
Phone 7920 Wireless IP Phone caller to Cisco Unified Wireless IP Phone 7920 Wireless IPPA phone
using SPAN port monitoring for supervisory silent monitoring and call recording. This applies to
the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone when used with either CAD or IPPA.
The port that is to be included in the SPAN is the one to which the WAP is wired. Cisco Unified
CCX 7.0 supports only one monitoring domain. However, that monitoring domain may include
multiple WAPs on the same VLAN segment. This will allow agents to roam between WAPs and still
be silently monitored by supervisors and have their calls recorded. For Cisco Unified Wireless IP
Phone 7920 Wireless IP Phone caller to Cisco Unified Wireless IP Phone 7920 Wireless IPPA phone