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IPCC Remote Agent

shalushar
Level 7
Level 7

‎12-21-2011 11:42 PM - edited ‎08-27-2017 11:58 PM

 

 

 

 

 

Introduction

 

Remote agent support extends the Cisco IPCC Enterprise Edition environment by providing CTI, contact distribution, and reporting capabilities to remote agents. In addition to skills-based routing, Cisco IPCC Enterprise provides softphone, screen pop, and third-party call-control capability for remote agents—delivering a single, network-to-desktop CTI solution for the enterprise. By incorporating agents outside of the physical location of a contact center, Cisco IPCC Enterprise enables companies to better use existing and on-demand resources and to fully extend CTI capability across an entire enterprise, regardless of agent location.

 

How it works

 

A remote agent is classified as limited to a  single agent working at a remote  site, such as the agent's home or in  an office outside the contact center  headquarters.At the remote  agent site, a Cisco IP phone, with an  ACD extension number, connects to  a Cisco 881 secure, persistent broadband  router that provides a highly  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. Cisco Unified Communications Manager  on the corporate  network provides the call management on the IP phone.

 

 

When a call comes in to the call center, the Cisco  Unified  Communications Manager alerts Cisco Unified 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, and the  caller hears a recorded message or music until an agent  becomes available.

 

 

IPCC Remote Agent Option is available on the following Cisco desktops:-

 

 

Cisco CTI Toolkit Agent Desktop:-

 

Provides an interface that enables agents to perform telephony call control and agent state control. The CTI Toolkit Agent Desktop provides ani nterface to allow call data to be presented to an agent in the form of a screen pop. The CTIToolkit Agent Desktop also provides agents with statistics and chat capability.

 

Note: CTI OS only supports chat between agents on the same peripheral.

 

Cisco Agent Desktop:-

 

Provides call control capabilities—such as call answer, hold,conference, and transfer, and ACD state control—ready/not ready, wrap up, etc. Customer information is presented to an agent through an enterprise data window and an optional screenpop. Cisco Agent Desktop requires minimum screen real estate and enables agents to customizeits functionality to meet their individual needs.

 

Note: CAD is not available with IP Phone Agent using an analog phone.

 

Prerequisites

 

  • CTIOS
  • Cisco Desktop Agent.

 

Configuration

 

Using the CTI Toolkit Agent Desktop

 

To log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects agents to the CTI Server and logs agents into a selected ACD switch. When an agent clicks the Login button, the CTI Login dialog box appears.

 

Enter the following information in the dialog box:

 

•   Connect to- Use the drop-down menu to select the connection profile that you want to use.

 

•   Agent ID- The agent ID as assigned by the agent's manager.

 

     Note:- Depending on the option chosen for logging in during the installation of the CTI OSServer, the Login dialog on the Agent desktop will      prompt for either the Agent ID or theLogin Name.

 

•   Password-The password as assigned by the agent's manager.

 

•   Instrument-The device ID assigned to the teleset where the agent will receive calls.

 

 

 

After entering this information, click the OK button.On a successful login, the following occurs:

 

 

->     The agent automatically enters the state configured on the switch, either Ready or Not Readystate.

 

->     The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the following information:-

 

  •      Agent ID for the logged in agent
  •      Agent Extension
  •      Agent Instrument
  •      Current Agent Status
  •      The server that the agent is connected to

 

->     Buttons for actions that are allowed from your current agent state are enabled.

 

 

Note:- If the Login button is not enabled when the CTI Toolkit Agent Desktop displays, the remote agent did not successfully log in.

 

An agent enters either Ready or Not Ready state on completion of a successful login, dependingon the configuration of the agent's switch. If the agent is in the Not Ready state and the Readybutton is enabled, enter the Ready state by clicking the Ready button.

 

An agent is able to make calls if the Dial button is enabled. Depending on the agent's switch,the agent might also be able to make calls if the Ready or Not Ready buttons are enabled

 

Using the CAD Desktop

 

To start Agent Desktop:

 

1.     Choose Start > Programs > Cisco > Desktop > Agent. The Agent Login dialog box appears.

 

Note:-For IPCC Enterprise only, Agent Desktop prompts for either the remote agent's Login ID or the Login Name in the Login dialog box which prompt appears dependson how the administrator has configured the system.If the login method (Login Name or Login ID) is changed while the remote agentis in the process of logging in, an error message appears stating that the login method has changed.The remote agent must restart Agent Desktop to log in using the new method.(The information in this note is not applicable to Unified CCX.)

 

2.     Enter the remote agent login ID or login name, password, and extension in the appropriate fields, and then click OK or press Enter.

 

  • If the remote agent attempts to log in and the login ID/login name (with or withoutthe same extension used in association with it) is already in use by another agent, the remote agent will be asked to forcibly log in. If the remote agent opts to do so, thatagent is logged in and the other agent using that ID will be logged out.

 

  • If the remote agent attempts to log in and the extension is already in use by anotheragent, that agent will not be able to log in unless a different extension is entered.

 

Agent Desktop starts and is immediately minimized on the taskbar at the bottom of theremote agent's Windows desktop.

 

Note:-The maximum length for the Login Name field is 32 characters. For Agent ID, extension andpassword fields, the maximum data length is limited to 12 characters.Agent Desktop can control only those calls on the extension entered in the Login dialog box,even if the remote agent is configured with multiple extensions.

 

Clicking the Ready button changes the state to Ready, indicating that the remote agent is available to receive ACD calls.When the remote agent is in the Not Ready state and the system is functioning to enable call control, the agent is available to make and receive calls

Checklist

Does the IP Phone register with Unified CM?

The phone must be configured for DHCP; also, domain informationmust be entered in to the phone configuration.

 

Can the agent desktop log in to CTI OS Server?

Make sure the PC is registered in DNS.

Make sure the agent login ID/password is valid.

 

When you pick up the IP Phone, does the desktopreflect that the line is  off hook?

Cycle the PG for the remote agent.

 

Are callers routed to the remote agent?

Make sure callers are routing to the remote agent and the PG is online.

 

When the remote agent receives a call, does thedesktop client's main  window display the incomingcall?

Check to see if the desktop client's main window displays theincoming call.

 

Is the desktop window displaying the incoming callcorrectly?

Check to see if the desktop window displays the incoming callcorrectly.

 

Does the MTP application log in?

If you are using the Platronics headset, make sure the USBconnection is secure and that it is able to play sound from thedesktop.

 

What's the agent's readiness state when taking acall using an IP Phone?

As soon as the agent takes a call (either via the IP Phone or the agentdesktop), the agent state changes to either the Talking state or the

Not Ready state and the agent is unavailable for calls. (The agentwill not receive any calls while already on a call.)

 

Can the agent desktop log in to CTI OS Server?

Make sure the PC is registered in DNS.

Make sure the agent login ID/password is valid.

 

Are callers routed to the remote agent?

Make sure callers are routing to the remote agent and the PG is online.

 

What's the agent's readiness state when taking acall using an analog phone?

Remote agents using an analog phone must manually place themselvesin the Not Ready state after taking a call.

 

References

CTIOS documentation

CAD documentation

 

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