Cisco Cisco IP Contact Center Release 4.6.1

About IPCC Remote Agent Option Primary Components

The primary components of the IPCC Remote Agent Option are:

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Cisco IP Contact Center solution: Cisco IP Contact Center combines Cisco IP telephony
and ready-to-use computer telephony integration (CTI) capabilities in a call-center product
suite. The software includes intelligent call routing, multichannel automatic call distribution
(ACD) capability, IVR, call queuing, and consolidated reporting features.

Cisco IP Contact Center components include the following:

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Cisco CallManager: Provides traditional private branch exchange (PBX) telephony features
and functions to packet-telephony devices. Installed on a server-class PC, Cisco
CallManager software provides basic call processing, signaling, and connection services
to Cisco IP Phones, VoIP gateways, and software applications.

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Cisco Computer Telephony Integration Object Server (CTI OS) Desktop and Cisco Agent
Desktop (CAD): Allow an agent to control the remote agent state (for example, Login,
Available/Unavailable, and Work or Wrap Up) and perform call control (answer, release,
hold, and transfer).

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Cisco Customer Voice Portal (formerly Internet Service Node) or Cisco IP IVR: Provides
announcements, prompting, gathering of caller-entered digits, and a queue point to park
calls when all remote agents are busy.

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VoIP gateways.

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Centralized monitoring and recording: Provides call-center managers with real-time and
historic data for all remote agents.

Note:  IPCC Remote Agent Option is supported on the Cisco IPCC Enterprise Edition, the
Cisco IPCC Hosted Edition, and the Cisco IPCC Express Edition solutions.

•

Cisco Business Ready Teleworker architecture (for IP Phone only): The Cisco Business
Ready Teleworker architecture, combined with Cisco IP Contact Center, gives remote agents
the same accessibility to call-center applications as staff based at central sites. Cisco Business
Ready Teleworker provides the most comprehensive security and network management
available in a teleworking environment over a standard cable or broadband connection. This
includes QoS to help ensure prioritization of mission-critical or delay-sensitive traffic. Cisco
Business Ready Teleworker can be quickly and cost-effectively deployed to deliver
high-quality, consistent application access for remote agents through an always-on, secure,
and centrally managed connection to the enterprise network.

Note: A remote agent using an analog phone does not require a Cisco 8xx Series Router and
does not use the Cisco Business Ready Teleworker setup.

Cisco Business Ready Teleworker components include the following:

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)