Cisco Cisco IPCC Web Option
Introduction to IPCC Remote Agent Option
IPCC Remote Agent Option provides the capability to use remote agents when staffing contact
centers.
centers.
Note: A remote agent is classified as limited to a single agent working at a remote site, such as
the agent's home or in an office outside the contact center's headquarters. They are not classified
as agents working at one of the contact center's sites. Multiple agents sitting in remote sites are
considered branch agents.
the agent's home or in an office outside the contact center's headquarters. They are not classified
as agents working at one of the contact center's sites. Multiple agents sitting in remote sites are
considered branch agents.
Support is provided for remote agents using one of the following options:
•
Remote Agent with IP Phone (over a Cisco Business Ready Teleworker setup)
Note: Refer to the Teleworker documentation set at the following web sites:
•
Remote Agent with analog phone
By means of this support, Cisco IPCC remote agents with IP Phone can benefit from standard
Cisco 8xx series Router support, persistent VPN, Cisco IOS based security, and QoS for voice.
Cisco 8xx series Router support, persistent VPN, Cisco IOS based security, and QoS for voice.
Agents are connected to the corporate network using a residential broadband (cable or DSL)
network connection that can support voice, data, and video traffic. The connection is secure,
and provides "always-on" access to call-center applications using a VPN. Built-in, end-to-end
security helps ensure that confidential customer information, such as medical records and
financial information, is protected, and the corporate network is secure from "back door" attacks.
network connection that can support voice, data, and video traffic. The connection is secure,
and provides "always-on" access to call-center applications using a VPN. Built-in, end-to-end
security helps ensure that confidential customer information, such as medical records and
financial information, is protected, and the corporate network is secure from "back door" attacks.
This section contains the following topics:
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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 1