Cisco Cisco IPCC Web Option Leaflet

For Cisco Supervisor Desktop, there are supervisor limitations to silent monitoring, barge-in, 
intercept, and voice recording with regard to home agent IP phones. Cisco Agent Desktop 
(Enterprise and Express) home and campus supervisors cannot voice-monitor home agents. 
Supervisors are capable of sending and receiving only text messages, and they can see which home 
agents are online and can log them out.

CTI OS Supervisor home and campus supervisors can silently monitor, barge in, and intercept, but 
not record home agents. CTI OS home and campus supervisors can send and receive text messages, 
make an agent ready, and also log out home agents.

Connect the agent desktop to the RJ45 port on the back of the IP phone. Otherwise, CTI OS 
Supervisor will not be able to voice-monitor the agent phone.

Only IP phones that are compatible with Cisco Unified CCE are supported. For compatibility 
information, refer to the following documentation:

Hardware and System Software Specification (Bill of Materials) for Cisco ICM/IPCC 
Enterprise & Hosted Editions, available at

IPCC Enterprise Software Compatibility Guide, available at 

Release Notes for Cisco Unified Contact Center Enterprise (Unified CCe), available at 

You can find a test for the broadband line speed at

. From this 

website, you can execute a test that will benchmark the home agent's line speed (both upload and 
download) from a test server.

In this model, the Remote Agent’s IP phone and workstation are connected via the VPN tunnel to the 
main Unified CCE campus. Customer calls routed to the remote agent are handled in the same manner 
as campus agents. (See 

126030

VPN

Head-End

router

Cisco IP

phone

Cisco 800

Series remote

router

CTI

data

Broadband

modem