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
SIP Support
conversations where both are on the same WAP, the RTP stream will not leave the WAP and thus
will never traverse the LAN segment that the SPAN port monitoring server is monitoring. Therefore,
silent monitoring or recording of those phone calls is not possible.
will never traverse the LAN segment that the SPAN port monitoring server is monitoring. Therefore,
silent monitoring or recording of those phone calls is not possible.
•
For more details on designing wireless LANs with optimal Cisco Unified Wireless IP Phone 7920
Wireless IP Phone QoS and necessary security, please reference the campus design Solution
Reference Network Design (SRND) documents for wireless LAN and Cisco Unified Wireless IP
Phone 7920 Wireless IP Phone. These SRNDs can be found at:
Wireless IP Phone QoS and necessary security, please reference the campus design Solution
Reference Network Design (SRND) documents for wireless LAN and Cisco Unified Wireless IP
Phone 7920 Wireless IP Phone. These SRNDs can be found at:
SIP Support
Cisco Unified CCX agents may use Cisco Unified CM Session Initiation Protocol (SIP) phone models
7941, 7961, 7970, and 7971. The 7940 and 7960 phones do support SIP with Cisco Unified CM 5.x and
6.x but may not be used for Cisco Unified CCX agents, because the necessary third-party call control
and monitoring required is not present. The lower-end phone models are also not available to be used as
SIP phones for Cisco Unified CCX agents. SCCP support for Cisco IP Phones continues to be supported
for agent phones.
7941, 7961, 7970, and 7971. The 7940 and 7960 phones do support SIP with Cisco Unified CM 5.x and
6.x but may not be used for Cisco Unified CCX agents, because the necessary third-party call control
and monitoring required is not present. The lower-end phone models are also not available to be used as
SIP phones for Cisco Unified CCX agents. SCCP support for Cisco IP Phones continues to be supported
for agent phones.
Cisco Unified CCX CTI ports are notified of caller-entered digits (DTMF input) via JTAPI messages
from Cisco Unified CM. Cisco Unified CCX does not support any mechanism to detect in-band DTMF
digits where DTMF digits are sent with voice packets. In deployments with voice gateways or SIP
phones that only support in-band DTMF or are configured to use in-band DTMF, an MTP resource must
be invoked by Cisco Unified CM to convert the in-band DTMF signalling so that Cisco Unified CM can
notify Cisco Unified CCX of the caller-entered digits. Be sure to enable out-of-band DTMF signalling
when configuring voice gateways in order to avoid using the previous MTP resources. For detailed
design consideration related to DTMF handling, media resources and voice gateway deployments,
please refer the Cisco Unified Communications Solution Reference Network Design (SRND).
from Cisco Unified CM. Cisco Unified CCX does not support any mechanism to detect in-band DTMF
digits where DTMF digits are sent with voice packets. In deployments with voice gateways or SIP
phones that only support in-band DTMF or are configured to use in-band DTMF, an MTP resource must
be invoked by Cisco Unified CM to convert the in-band DTMF signalling so that Cisco Unified CM can
notify Cisco Unified CCX of the caller-entered digits. Be sure to enable out-of-band DTMF signalling
when configuring voice gateways in order to avoid using the previous MTP resources. For detailed
design consideration related to DTMF handling, media resources and voice gateway deployments,
please refer the Cisco Unified Communications Solution Reference Network Design (SRND).
Citrix Terminal Services Support for Cisco Agent Desktop
Cisco Unified CCX supports the running of CAD within a Citrix terminal services environment. When
planning to use Citrix terminal services for CAD, the following considerations need to be taken into
account:
planning to use Citrix terminal services for CAD, the following considerations need to be taken into
account:
•
Not all Cisco Desktop client applications are supported in a Citrix terminal services environment.
Refer to the Citrix integration document below for the supported Cisco Desktop applications.
Refer to the Citrix integration document below for the supported Cisco Desktop applications.
•
Desktop monitoring (for silent monitoring and recording) is not supported with Citrix terminal
services. SPAN port monitoring must be used.
services. SPAN port monitoring must be used.
•
Macros work only if they involve applications running on the Citrix server, and not those running
on the client PC.
on the client PC.
•
Only one Citrix user name is supported per CAD application login.
•
The login ID and extension that appear by default in the login dialog box when CAD is started are
those associated with the last login by any user.
those associated with the last login by any user.
Please reference Integrating CAD with Citrix Presentation Server or Microsoft Terminal Services for
implementation details. This document can be found at:
implementation details. This document can be found at: