Cisco Cisco Unified Contact Center Enterprise 9.0(1)

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VPN: Provides secure, consistent access to information, call-center applications, and
customer data. The VPN tunnel is transparent to applications and the end user, and promotes
stable and consistent application behavior over the WAN, protecting and extending existing
infrastructure investments.

Note: Agents will receive persistent VPN communication from the Cisco 800 Series
Router.

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Advanced application access: With IP telephony a separate PBX, voice switch, or ACD
call-control platform at the remote-agent location is not needed. Network-based ACD
extends call-center services to thousands of remote-agent locations simultaneously.

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QoS: Helps ensure high-quality voice communication between the caller and remote agent.
Voice, data, and video can be delivered over the same line by prioritizing applications
based on bandwidth requirements or business priorities.

Note: QoS delivers marked tagged packets, but the service is not guaranteed since it is
over a service provider network.

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Network security and authentication: Security is integrated completely with all other
functions. End-to-end security options for remote agents include trust and identity options
(802.1x authentication), integrated firewall, intrusion detection system (IDS), and host-based
intrusion detection with Cisco Security Agent.

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Centralized management and support: Helps ensure control over the performance of remote
agents as though they were based on the main call center. Administrators can push policies
and configurations transparently to remote-agent locations, perform quality surveys, and
do real-time remote monitoring.

Refer to the Cisco IPCC, CTI OS, and CAD documentation set at 

 (http:/

/www.cisco.com/univercd/cc/td/doc/product/icm/index.htm) for detailed information about
these applications.

Refer to the Teleworker documentation set at the following web sites: 

How Cisco IPCC Remote Agent Option Works with an IP Phone

At the remote agent site, a Cisco IP Phone, with an ACD extension number, connects to a Cisco
8xx Series secure, persistent Broadband Router that provides a secure VPN connection back to
the call center over a broadband facility. The router, based on Cisco IOS Software, provides all
the features necessary for an always-on, business-ready connection in a single cost-effective
platform. A Cisco CallManager on the corporate network provides the call management on the
IP Phone.

Note: This is one option available when using IPCC Remote Agent Option. This product is also
available using the Remote Agent with analog phone.

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)