Cisco Cisco IP Contact Center Release 4.6.1

Remote Agent with IP Phone Network Requirements Checklist

Ensure the ADSL and Cable bandwidth values are set to at least 256kb uplink and 1 Mbps downlink.

Do not exceed 60ms to 90ms of jitter delay each way on the maximum ADSL network delay. If the ADSL
delay is greater than the maximum, the IPCC application will encounter longer response times.

Make sure the IPCC bandwidth value does not exceed 128k uplink; otherwise, the remote agent solution
might not work properly.

The default codec for 256kb uplink is the G.729. To achieve higher voice quality, use the G.711.

Only unicast Music on Hold (MOH) streams are supported.

Set up a transcoder to enable outside callers to receive MOH, if the MOH server is not set up to stream
G.729 codec.

As a backup to the remote agent desktop, you can configure the remote agent to use the IP Phone as a login
device when possible.

IP Phone Considerations

IP Phones supported with IPCC Remote Agent Option are those currently compatible with IPCC
as listed in the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware and
System Software Specifications (Bill of Materials).

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)