Cisco Cisco Unified Contact Center Enterprise 9.0(1)

Security Limitations

•

Wireless access points are supported; however, determine their use by the enterprise security
policies of the customer. Wireless use does not affect remote agent performance since the
bandwidth that wireless supports is greater than the broadband link.

Note: 7920 Wireless IP Phones are not supported.

•

This solution has only been tested with centralized IPCC and CallManager Clusters. Testing
was not performed with CTI OS using security and Cisco Support Tools.

Reporting Limitations

•

No special reports exist for individual remote agents. IPCC Enterprise reports as they pertain
to a Headquarter Contact Center are applicable.

•

Real Time reporting, Historical reporting, and the monitoring of desktop queue statistics are
not supported.

Troubleshooting Information

This section lists troubleshooting FAQs and recovery tips.

On Cisco 7960 IP Phones, press the information button twice (this is the
"?" or the "I" button, depending on the model you are using).

How do I find out what Codec is being used?

Once the power is back up, verify that the machine comes back up properly and that the
network is available.

Power failure

For CTI OS, start the CTI desktop and login to the CTI OS server. For Remote Option
with IP Phone configuration, the IP Phone needs to contact the tftp server and register
with Cisco CallManager.

Note: UPS can mitigate the risk of a power failure at home by keeping the cable modem
and agent's PC powered up for a certain duration.

Once the internet goes down, the connection is lost and the agent goes offline.

Internet failure

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)