Cisco Cisco IP Contact Center Release 4.6.2
Supervisor Limitations
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Desktop-based Silent Monitoring/Recording will not work and is not supported. (Silent
Monitor—for both CTI OS and CAD—is not supported with NAT.)
Monitor—for both CTI OS and CAD—is not supported with NAT.)
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Remote supervisors are only supported for the Remote Agent with IP Phone.
Network Limitations
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Network Address Translation (NAT) is supported when IPCC Remote Agent Option is used
with the Cisco Business Ready Teleworker Model. Design guides for Business Ready
Teleworker can be found at:
with the Cisco Business Ready Teleworker Model. Design guides for Business Ready
Teleworker can be found at:
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Routing through a Cisco 800 Series Router with Firewall enabled is supported.
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The G.729 codec is not supported for software conference bridges. Voice quality might
degrade when the remote agent IP Phone is configured using a G.729 codec and an agent
enters a call manager software conference bridge. The conference bridge must be configured
on a DSP hardware device. There is no loss of conference voice quality using a DSP
conference bridge.
degrade when the remote agent IP Phone is configured using a G.729 codec and an agent
enters a call manager software conference bridge. The conference bridge must be configured
on a DSP hardware device. There is no loss of conference voice quality using a DSP
conference bridge.
Note: Use this solution even for pure IP telephony deployments.
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The IPCC server recognizes failures when the remote agent desktop or connection breaks.
It will stop routing calls to that agent until an agent logs back in and goes to a ready call state.
Callers will be routed to other available agents.
It will stop routing calls to that agent until an agent logs back in and goes to a ready call state.
Callers will be routed to other available agents.
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The only traffic that is marked for priority AF31 from the agent desktop is voice. CTI traffic
and Desktop Application traffic is not marked. Voice gets the priority. CRM Desktops like
Siebel and Oracle are supported; however, Silent Monitoring and Recording is not supported
for CRM Desktops such as Siebel, Oracle, and so forth. Silent Monitoring, both Desktop
based and SPAN Port based, is not supported with CRM Desktops and will not work.
and Desktop Application traffic is not marked. Voice gets the priority. CRM Desktops like
Siebel and Oracle are supported; however, Silent Monitoring and Recording is not supported
for CRM Desktops such as Siebel, Oracle, and so forth. Silent Monitoring, both Desktop
based and SPAN Port based, is not supported with CRM Desktops and will not work.
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Do not use soft VPN clients to establish VPN connectivity for remote agents with IP Phones.
VPN connection has to be set up using hardware-based VPN through a 8xx Series Router.
VPN connection has to be set up using hardware-based VPN through a 8xx Series Router.
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If the remote agent PC modem is down or the connection goes down, ICM software via
CTI/CAD/CTI OS server will recognize the failure and will stop routing calls to that agent,
until an agent logs back in again, and goes to a ready call state.
CTI/CAD/CTI OS server will recognize the failure and will stop routing calls to that agent,
until an agent logs back in again, and goes to a ready call state.
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If the ADSL/Cable delay is greater than the maximum, the IPCC application encounters
longer application response times.
longer application response times.
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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Troubleshooting Cisco IPCC Remote Agent Option
Caveats and Limitations