Cisco Cisco IPCC Web Option

System Configuration for Remote Agent with Analog
Phone

Configuration Guidelines

The following tables provide configuration checklists and guidelines users should follow when
using the Remote Agent with analog phone.

Note: Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware
and System Software Specifications (Bill of Materials) and the Cisco Response Solutions (CRS)
Software and Hardware Compatibility Guide (located on the 

 (http://

www.cisco.com/univercd/cc/td/doc/product/icm/index.htm)) for details about operating system
and software requirements.

Configuring Remote Agent with Analog Phone

Provision the remote agent PC and IP Phone on the IPCC central site to ensure operability before distributing
it to a remote agent site.

At a remote agent site, connect the agent desktop to the RJ45 port on the back of the IP Phone.

Note: The IP Phone and agent desktop PC get their network settings from DHCP.

Create a DNS entry for the remote agent desktop; otherwise, an agent will not be able to connect to a CTI server.
DNS entries can be dynamically updated or entered as static updates.

Configure the agent desktop PC at the remote site with an IP address, network mask, DNS, and default gateway
configured for DHCP.

Make sure you set up the soft VPN client to connect to the contact center's headquarters.

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)