Cisco Cisco IP Contact Center Release 4.6.1 产品宣传页

The remote-agent router can be deployed as part of an existing Unified CM installation.

Remote agents can have the same extension type as campus agents.

Follow all applicable V3PN and Cisco Virtual Office design guidelines outlined in the 
documentation available at:

Configure remote agent IP phones to use G.729 with minimum bandwidth limits. Higher-quality 
voice can be achieved with the G.711 codec. The minimum bandwidth to support G.711 is 512 kbps 
upload speed.

Implement fault and performance management tools such as NetFlow, Service Assurance Agent 
(SAA), and Internetwork Performance Monitor (IPM).

Wireless access points are supported; however, their use is determined by the enterprise security 
polices for Remote Agents.

Only one remote agent per household is supported.

Cisco recommends that you configure the conference bridge 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 Cisco Unified Communications deployments.

The remote-agent-over-broadband solution is supported only with centralized Unified CCE and 
Unified CM clusters.

There might be times when the ADSL or Cable link goes down. When the link is back up, you might 
have to reset your ADSL or Cable modem remote agent router and IP phone. This task will require 
Remote Agent training.

Only unicast Music on Hold (MoH) streams are supported.

There must be a Domain Name System (DNS) entry for the remote agent desktop, otherwise the 
agent will not be able to connect to a CTI server. DNS entries can be updated dynamically or entered 
as static updates.

The remote agent workstation and IP phone must be set up to use Dynamic Host Configuration 
Protocol (DHCP).

The remote agent workstation requires Windows XP Pro for the operating system. In addition, 
XP Remote Desktop Control must be installed.

The Cisco Unified IP Phone requires a power supply if the remote-agent router does not have the 
Power over Ethernet option.

Remote agent broadband bandwidth requires a minimum of 256 kbps upload speed and 1.4 Mbps 
download speed for ADSL, and 1 Mbps download for Cable. Before actual deployment, make sure 
that the bandwidth is correct. If you are deploying Cable, then take into account peak usage times. 
If link speeds fall below the specified bandwidth, the home agent can encounter voice quality 
problems such as clipping.

Remote agent round-trip delay to the Unified CCE campus is not to exceed 180 ms for ADSL or 
60 ms for Cable. Longer delay times can result in voice jitter, conference bridge problems, and 
delayed agent desktop screen pops.

If the Music on Hold (MoH) server is not set up to stream using a G.729 codec, then a transcoder 
must be set up to enable outside callers to receive MoH.