Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
2-47
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
Remote Agent Over Broadband
Remote Agent Over Broadband
An organization might want to deploy Unified CCE to support remote agents (for example, at-home
agents) using a Cisco Unified IP Phone over a broadband internet connection. This section outlines the
remote agent solution that can be deployed using a desktop broadband asymmetric digital subscriber line
(ADSL) or Cable connection as the remote network. Another option is to use the Cisco Unified Mobile
Agent solution (for details, see
agents) using a Cisco Unified IP Phone over a broadband internet connection. This section outlines the
remote agent solution that can be deployed using a desktop broadband asymmetric digital subscriber line
(ADSL) or Cable connection as the remote network. Another option is to use the Cisco Unified Mobile
Agent solution (for details, see
). Both Cisco Unified Mobile
Agent and Remote Agent over Broadband can be supported concurrently using the same back-end
infrastructure with the Cisco Virtual Office solution, which is an underlying end-to-end secure
infrastructure for remote teleworkers utilizing a converged VPN architecture.
infrastructure with the Cisco Virtual Office solution, which is an underlying end-to-end secure
infrastructure for remote teleworkers utilizing a converged VPN architecture.
The Cisco Voice and Video Enabled IPSec VPN (V3PN) ADSL or Cable connection can use a Cisco 800
Series router as an edge router to the broadband network. The Cisco 800 Series router can provide the
remote agent with V3PN, Encryption, Network Address Translation (NAT), Firewall, Cisco IOS
Intrusion Detection System (IDS), and QoS on the broadband network link to the Unified CCE campus.
Remote agent V3PN aggregation on the campus is provided via LAN to LAN VPN routers.
Series router as an edge router to the broadband network. The Cisco 800 Series router can provide the
remote agent with V3PN, Encryption, Network Address Translation (NAT), Firewall, Cisco IOS
Intrusion Detection System (IDS), and QoS on the broadband network link to the Unified CCE campus.
Remote agent V3PN aggregation on the campus is provided via LAN to LAN VPN routers.
Cisco recommends using the Cisco 800 Series router with the following features for remote agent over
broadband:
broadband:
•
Quality of Service (QoS) with Low-Latency Queuing (LLQ) and Class-Based Weighted Fair
Queuing (CBWFQ) support
Queuing (CBWFQ) support
•
Managed Switch
•
Power over Ethernet (optional)
The Cisco 830, 870, and 880 Series routers are examples of the recommended routers. Cisco does not
recommend using the Cisco 850 and 860 Series routers for this application because they have limited
QoS feature support.
recommend using the Cisco 850 and 860 Series routers for this application because they have limited
QoS feature support.
Advantages
•
A remote-agent deployment results in money saved for a contact center enterprise, thereby
increasing return on investment (ROI).
increasing return on investment (ROI).
•
Remote agents can be deployed with standard Unified CCE agent desktop applications such as Cisco
CTI OS, Cisco Agent Desktop, or customer relationship management (CRM) desktops.
CTI OS, Cisco Agent Desktop, or customer relationship management (CRM) desktops.
•
The Broadband Agent Desktop Always-on connection is a secure extension of the corporate LAN
in the home office.
in the home office.
•
Remote agents have access to the same Unified CCE applications and most Unified CCE features
in their home office as when they are working at the Unified CCE contact center, and they can access
those features in exactly the same way.
in their home office as when they are working at the Unified CCE contact center, and they can access
those features in exactly the same way.
•
The remote-agent router can provide high-quality voice using IP phones, with simultaneous data to
the agent desktop via existing broadband service.
the agent desktop via existing broadband service.
•
Unified CCE home agents and home family users can securely share broadband Cable and DSL
connections, with authentication of Unified CCE corporate users providing access to the VPN
tunnel.
connections, with authentication of Unified CCE corporate users providing access to the VPN
tunnel.
•
The remote-agent routers can be managed centrally by the enterprise using a highly scalable and
flexible management product such as Cisco Unified Operations Manager.
flexible management product such as Cisco Unified Operations Manager.
•
The remote-agent-over-broadband solution is based on Cisco IOS VPN Routers for resiliency, high
availability, and a building-block approach to high scalability that can support thousands of home
agents.
availability, and a building-block approach to high scalability that can support thousands of home
agents.
•
All traffic, including data and voice, is encrypted with the Triple Data Encryption Standard (3DES).