Cisco Cisco IP Contact Center Release 4.6.2 Release Notes
17
Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C November 24, 2008
New and Changed Information
Reporting Changes
See
Outbound Support for Agent Re-Skilling, Sequential Dialing, Specific Buttons on CAD
•
Dynamic Re-skilling of agents is supported in Outbound Mode. Blended Contact Centers can use
this to move agents between Campaigns.
this to move agents between Campaigns.
•
The “Find Me” feature for Outbound Dialer allows the Predictive Dialer to find a customer by
dialing up to 10 numbers for a single customer.
dialing up to 10 numbers for a single customer.
•
Cisco Agent Desktop provides Outbound Specific buttons: Accept, Skip, Reject, Skip-Close,
Reject-Close and Callback.
Reject-Close and Callback.
Increased Agent Extensions to 15 Digits
Agent extensions may be up to 15 digits (previously 9). This permits implementation of a global dial
plan.
plan.
Home Agent Support
Support is provided for Remote Agents using IP Phones and/or PSTN phones over a Cisco Business
Ready Teleworker setup. By means of this support, Cisco IPCC remote agents can benefit from standard
Cisco 830 series router support, persistent VPN, Cisco IOS based security and QoS for voice over a VPN
tunnel. A Home Agent using a PSTN phone does not require a Cisco 830 series router.
Ready Teleworker setup. By means of this support, Cisco IPCC remote agents can benefit from standard
Cisco 830 series router support, persistent VPN, Cisco IOS based security and QoS for voice over a VPN
tunnel. A Home Agent using a PSTN phone does not require a Cisco 830 series router.
The following caveats and limitations exist for the IPCC Enterprise Remote Contact Center Agent
1.
Network Address Translation (NAT) is supported when Remote Agent is used with the Cisco
Business Ready Teleworker Model. (However, Silent Monitor—for both CTI OS and CAD—is not
supported with NAT.) Design Guides for the Business Ready Teleworker can be found at:
Business Ready Teleworker Model. (However, Silent Monitor—for both CTI OS and CAD—is not
supported with NAT.) Design Guides for the Business Ready Teleworker can be found at:
–
2.
Wireless access points are supported. Their use, however, should be determined by the enterprise
security polices of the customer. Wireless use does not affect home agent performance since the
bandwidth that wireless supports is greater than the broadband link. 7920 Wireless IP Phones are
not supported.
security polices of the customer. Wireless use does not affect home agent performance since the
bandwidth that wireless supports is greater than the broadband link. 7920 Wireless IP Phones are
not supported.
3.
Only one IPCC Enterprise Remote Agent per household is supported.
4.
This Solution has only been tested with centralized IPCC Enterprise and Call Manager Clusters.
5.
Routing through a Cisco 830 series with Firewall enabled is supported.
6.
The G.729 codec is not supported for software conference bridges. Voice quality may degrade when
the remote agent IP phone is configured using a G.729 codec and the agent enters a call manager
software conference bridge. It is recommended that the conference bridge be configured on a DSP
hardware device. There is no loss of conference voice quality using a DSP conference bridge. This
is the recommended solution even for pure IP telephony deployments
the remote agent IP phone is configured using a G.729 codec and the agent enters a call manager
software conference bridge. It is recommended that the conference bridge be configured on a DSP
hardware device. There is no loss of conference voice quality using a DSP conference bridge. This
is the recommended solution even for pure IP telephony deployments
7.
The IPCC Enterprise server recognizes failures when the remote agent desktop or connection
breaks. It will stop routing calls to that agent until the agent logs back in and goes to a ready call
state. Callers will be routed to other available agents.
breaks. It will stop routing calls to that agent until the agent logs back in and goes to a ready call
state. Callers will be routed to other available agents.