Cisco Cisco IP Contact Center Release 4.6.1

When the remote agent is in the Not Ready state and the system is functioning to enable call
control, the agent is available to make and receive calls.

When is an agent
available to make
calls?

Installation and Configuration Checklists

Validating Installation and Configuration of Remote Agent with IP Phone Components Checklist

Make sure the separate power supply is used for the phone.
The 831 router does not supply power to the IP Phone.

Does the IP Phone boot?

The phone must be configured for DHCP; also, domain
information must be entered in to the phone configuration.

Does the IP Phone register with
CallManager?

Reboot the 831.

Is the IPsec tunnel running?

Make sure you have network access to the internet.

Do you have internet access?

Make sure the PC is registered in DNS.

Can the agent desktop log in to CTI OS
Server?

Make sure the agent login ID/password is valid.

Cycle the PG for the remote agent.

When you pick up the IP Phone, does the
desktop reflect that the line is off hook?

Make sure callers are routing to the remote agent and the PG
is online.

Are callers routed to the remote agent?

Check to see if the desktop client's main window displays
the incoming call.

When the remote agent receives a call, does
the desktop client's main window display the
incoming call?

Check to see if the desktop window displays the incoming
call correctly.

Is the desktop window displaying the
incoming call correctly?

If you are using the Platronics headset, make sure the USB
connection is secure and that it is able to play sound from
the desktop.

Does the MTP application log in?

Once the agent takes a call (either via the IP Phone or the
agent desktop), the agent state changes to either the Talking

What's the agent's readiness state when taking
a call using an IP Phone?

state or the Not Ready state and the agent is unavailable for

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)