Cisco Cisco IP Contact Center Release 4.6.2
Troubleshooting Cisco IPCC Remote Agent Option
Caveats and Limitations
Agent Limitations
•
Only one IPCC Remote Agent Option per household is supported.
•
IP Communicator for CTI OS or CAD Desktops is not supported for remote agents.
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Media Termination for CTI OS and CAD is not supported.
•
CTI OS Agent Login might take up to 30 seconds. CAD Agent Login might take up to two
minutes. Other operations such as Ready/Not ready are not impacted.
minutes. Other operations such as Ready/Not ready are not impacted.
•
There might be times when the ADSL/Cable link goes down. When the link is back up, the
remote agent might have to reset their ADSL/Cable modem, 8xx Series Router, and IP Phone.
The remote agent must become familiar with restarting the 8xx Series Router. Total time for
the router to cycle is about two minutes. After which the remote agent will have to re-login
again for CTI application.
remote agent might have to reset their ADSL/Cable modem, 8xx Series Router, and IP Phone.
The remote agent must become familiar with restarting the 8xx Series Router. Total time for
the router to cycle is about two minutes. After which the remote agent will have to re-login
again for CTI application.
•
Cisco CAD-based IP Phone only agent and Cisco IP Phone control for CTI OS is not supported
for remote agents.
for remote agents.
•
Remote agents might experience a delay in screen pop.
•
The analog phone itself cannot initiate transfers, conferences, and holds. These functions can
only be executed via the CTI OS/CAD desktop agent interface, and only to another agent.
only be executed via the CTI OS/CAD desktop agent interface, and only to another agent.
•
Remote agents can use the agent desktop interface to initiate calls, but only to other agents.
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)
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Chapter 5