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Configuring QoS for Remote UCCX Agents and Supervisors

Hi Everyone

Below is an example of some basic configuration that allows the Cisco Unified Contact Centre Express destop applications to be setup with priority when they are located accross a WAN environment and there are bandwidth restrictions in place. Cisco Agent and Supervisor desktops use the following ports to communicate back to the UCCX servers

tcp 42027
tcp 1099
udp 1099
tcp 59000
tcp 59020
tcp 59021

If you have ever experienced problems with agents disappearing from the Supervisor desktop software then it is more than likely a problem with communication between the agents, supervisors and UCCX server, and if they are located outside the “head office” or location of the UCCX servers then the below may assist with this issue.

The below also ensures this traffic is prioritised accross the WAN, and if your client is running a customer facing contact centre then this is a must have.

Apply the below configuration to your existing QoS polices

!
class-map match-all name UCCX-Clients-Voice
match access-group-all UCCX-Clients-Voice
!
policy-map (Policy-Map Name)
class UCCX-Clients-Voice
set ip precedence 3
bandwidth 500 (This can be changed based on the number of users per site and of course how much bandwidth there is at each site)
!
ip access-list extended UCCX-CLIENTS-VOICE
remark Allow Cisco Supervisor & Cisco Agent Desktop Software
permit tcp any any eq 42027
permit tcp any any eq 1099
permit udp any any eq 1099
permit tcp any any eq 59000
permit tcp any any eq 59020
permit tcp any any eq 59021

Ensure the above configuration is applied to the correct WAN interface as a service-policy output (Name)

If you want to lock this down even further to ensure only traffic on these ports to the UCCX servers themselves get prioritise you can change the above to the following by adding the IP Addresses of the UCCX servers on the access list

If UCCX redundancy is setup then the below will also be required to ensure during a failover that the agents get prioritised.

ip access-list extended UCCX-CLIENTS-VOICE
remark Allow Cisco Supervisor & Cisco Agent Desktop Software
permit tcp any host X.X.X.X (UCCX Server1) eq 42027
permit tcp any host X.X.X.X (UCCX Server2) eq 42027
permit tcp any host X.X.X.X (UCCX Server1) eq 1099
permit udp any host X.X.X.X (UCCX Server2) eq 1099
permit tcp any host X.X.X.X (UCCX Server1) eq 59000
permit tcp any host X.X.X.X (UCCX Server2) eq 59000
permit tcp any host X.X.X.X (UCCX Server1) eq 59020
permit tcp any host X.X.X.X (UCCX Server2) eq 59020
permit tcp any host X.X.X.X (UCCX Server1) eq 59021
permit tcp any host X.X.X.X (UCCX Server2) eq 59021

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