Cisco Cisco E-Mail Manager Unity Integration Option

Figure 1: IPCC Remote Agent Option with IP Phone

When a call comes in to the call center, the Cisco CallManager alerts the Cisco IP Contact
Center, which then finds the best available remote agent based on customer-defined business
rules. If no remote agents are available, the call is held in an IVR queue (so customers can listen
to a recorded message or music) until an agent becomes available.

How Cisco IPCC Remote Agent Option Works with an Analog Phone

At the remote agent site, an analog phone connects to the PSTN and using an active broadband
connection, the agent uses VPN to access the corporate site (using SoftVPN client) from his/her
PC.

Figure 2: IPCC Remote Agent Option with Analog Phone

When a call comes in to the contact center, the Cisco CallManager alerts the Cisco IP Contact
Center, which then finds the best available remote agent based on customer-defined business
rules. If the remote agent is on an analog phone, CallManager sends the call to the Voice Gateway
(VG248) which in turn sends it to the PSTN through the VoIP gateway’s PRI lines. If no remote
agents are available, the call is held in an IVR queue (so customers can listen to a recorded
message or music) until an agent becomes available.

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)