Cisco Cisco IPCC Web Option

Figure 4: Remote Agent with Analog Phone Call Flow

1. The remote agent becomes available by logging on to the corporate domain via soft VPN

over the ADSL/Cable connection, and by launching the agent desktop interface to log on
the CTI server. The remote agent then goes into a ready mode.

2. Customer calls in from PSTN.

3. Call flows in on PRI VoIP gateway.

4. Call is processed by CallManager and routed to Cisco IP IVR.

5. A VG248 port is designated as the remote agent phone. An incoming call to IPCC sends

a ring command to the VG248 port.

6. The VG248 FXS port is connected to the FXO port on the voice gateway.

7. The voice gateway using Private line automatic ring down (PLAR) forwards the ring

command via the PSTN to the remote agent's analog phone.

8. The analog phone receives the ring command via its local PSTN provider. (This happens

because the PLAR was sent from the IPCC voice gateway.)

9. The remote agent’s analog phone rings and the agent desktop receives a screen pop with

the incoming call.

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)