Servicios

Unified CCX supports use of the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone by agents. Agents can be using CAD with the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone, or agents can use the IPPA interface with the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone. When planning to use the Cisco Unified Wireless IP Phone 7920 for agents with Unified CCX, the following considerations need to be taken into account:

Cisco Unified Contact Center Express solution architecture for Cisco Unified Communications Manager Cisco Unified Wireless IP Phone 7920 IP Phone support

•If a logged-in agent using a Cisco Unified Wireless IP Phone 7920 Wireless IP Phone roams outside Wireless Access Point (WAP) range for greater than 60 seconds (possibly slightly longer depending upon Unified CM time-out), Unified CM unregisters the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone (and ends any call in progress if the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone was off hook). This generates a device unregistered JTAPI event to be sent to Unified CCX, which causes the Unified CCX agent state to change to“not ready”. When agents roam between WAPs, the hand off occurs within a second or two (depending upon wireless LAN design, encryption, and authentication techniques used). Therefore, roaming between WAPs is supported. If an agent is using the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone with CAD, but is away from the CAD workstation, there is no way for the agent to know that the agent state is“not ready”and there is no way for the agent to change the agent state to“ready”. If the agent is using the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone with IPPA, then the agent can check the agent state via IPPA and can change the agent state to“ready”via IPPA. Therefore, if agents anticipate roaming outside WAP range for greater than 60 seconds, then it is recommended that they log in to Unified CCX via IPPA for that login session. If agents anticipate working at their desk or not roaming outside WAP range, then it is okay for them to log in to Unified CCX via CAD for that login session.

Due to the mobile nature of the 7920 phone, there are certain conditions under which monitoring and/or recording calls may result in gaps in the voice:

◦Agent-to-agent conversations when both agents are using the same wireless access point

◦When an agent roams from one monitoring domain to another

Deployment of 7920 wireless IP Phone in a Cisco Unified Wireless Meshed Network based on 802.11n and 802.11i is highly recommended to eliminate session time-outs during roaming between WAPs.

•The Cisco Unified Wireless IP Phone 7920 Wireless IP Phone is not supported as a second-line appearance for a wired IP phone for the Unified CCX agents. Second-line appearance is not supported for IPPA.

•Cisco WAPs currently support only a maximum of seven G.711 or eight G.729 active calls. Therefore, do not have a large volume of agents in one location all using the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone. The maximum number of agents that can be equipped with Cisco Unified Wireless IP Phone 7920 Wireless IP Phones depends upon the agent utilization of the phone during busy hour, the codec being used by the phone, and the proximity of agent phones to WAPs.

•Use of the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone as an agent phone requires using SPAN port monitoring for supervisory silent monitoring and call recording. This applies to the Cisco Unified Wireless IP Phone 7920 Wireless IP Phone when used with either CAD or IPPA. The port that is to be included in the SPAN is the one to which the WAP is wired. Unified CCX supports only one monitoring domain. However, that monitoring domain may include multiple WAPs on the same VLAN segment. This will allow agents to roam between WAPs and still be silently monitored by supervisors and have their calls recorded. For Cisco Unified Wireless IP Phone 7920 Wireless IP Phone caller to Cisco Unified Wireless IP Phone 7920 Wireless IPPA phone conversations where both are on the same WAP, the RTP stream will not leave the WAP and thus will never traverse the LAN segment that the SPAN port monitoring server is monitoring. Therefore, silent monitoring or recording of those phone calls is not possible.

•For more details on designing wireless LANs with optimal Cisco Unified Wireless IP Phone 7920 Wireless IP Phone QoS and necessary security, please reference the campus design Solution Reference Network Design (SRND) documents for wireless LAN and Cisco Unified Wireless IP Phone 7920 Wireless IP Phone. These SRNDs can be found at:

http://www.cisco.com/go/designzone

Cisco Unified Contact Center Express solution architecture for Cisco Unified Communications Manager