Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
System Configuration for Unified Mobile Agent
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System Configuration for Unified Mobile Agent

Contents

System Configuration for Unified Mobile Agent

Summary of Unified Mobile Agent system configuration tasks

This section describes the configuration tasks specific to Unified Mobile Agent configuration. It does not describe Unified CCE/Unified CCH. The following table describes system configuration tasks for Unified Mobile Agent.


Note


For more information about installing and configuring Unified CCE/Unified CCH, see the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted.
Table 1 Unified Mobile Agent System Configuration Tasks

Task

See

Configure Unified CM CTI Port pools

Configuring and Mapping Unified CM CTI Ports for Unified Mobile Agent

Configure Unified CM Call Duration Timer

Configuring the Maximum Call Duration Timer

Configure Agent Desk Settings

Configuring Agent Desk Setting for Unified Mobile Agent

Configure Device Targets

Configuring Device Targets for Unified Mobile Agent

Configure CTI OS

Configuring Cisco CTI OS for Unified Mobile Agent

Configure Media Termination Points

Configuring Media Termination Points

Unified Mobile Agent performance and optimization

Unified Mobile Agent is resource-intensive. Because it essentially uses two CTI ports for each Mobile Agent, you might find that your system's call capacity level will be lower.

For more information about configuring Unified Mobile Agent to maximize performance, see this release's version of the following documents:

  • Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 9.0(1)
  • Cisco Unified Contact Center Enterprise 8.x Solution Reference Network Design

Unified CM CTI Port Configuration and Mapping for Unified Mobile Agent

This section describes the CTI Port Pool configuration tasks specific to Mobile Agent Option configuration. It does not discuss installation or configuration of Unified CCE.


Note


For more information about installing and configuring Unified CM with Unified CCE, see Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted.

Unified Mobile Agent needs two CTI ports configured on Unified CM:

  • A local CTI port, which Unified Mobile Agent uses as the agent's virtual extension
  • A remote CTI port, which Unified Mobile Agent uses to initiate a call to the Mobile Agent's phone

Naming Conventions for Local and Network Ports

  • The local port must begin with the string LCP.
  • The remote port must begin with the string RCP.
  • Although not required, for best practices, use the following naming convention:
    • For a local CTI Port pool name, configure a name in the format LCPxxxxFyyyy, where LCP identifies a local CTI Port Pool, xxxx is the peripheral ID for the Unified CM PIM, and yyyy is the number of local CTI Port. Example: LCP5000F0000 represents CTI Port: 0 in a local CTI Port pool for the Unified CM PIM with the peripheral ID 5000.
    • For a network CTI Port pool name, use the same format, except substitute RCP as the first three characters.

    Note


    While you do not require a naming convention, the substrings identifying the Unified CM PIM peripheral ID and the CTI Port must match for each local/network pair.

CTI Port configuration consists of the following steps:

  1. Add the CTI port as you would for an IP Phone.
  2. Use the naming convention described above to map the local and network CTI ports.

    Note


    Each local CTI port must have a corresponding network CTI port.
  3. Add a directory number for the local CTI port (that is, the agent's virtual extension).
  4. Map the local and network CTI ports with the PG user.

Music on Hold Design

If a caller must hear music when a Mobile Agent places the caller on hold, you must assign Music on Hold (MoH) resources to the ingress voice gateway or trunk that is connected to the caller (as you do with traditional agents). In this case, the user or network audio source is specified on the local CTI port configuration. Similarly, if a Mobile Agent must hear music when the agent is put on hold, you must assign MoH resources to the ingress voice gateway or trunk that is connected to the Mobile Agent. In this case, the user or network audio source is specified on the remote CTI port configuration.


Note


Cisco recommends that you do not assign MoH resources to local ports and remote CTI ports, as it might affect the system performance. If you have Agent Greeting for Mobile Agents, Cisco strongly recommends that you do not assign MoH resources to local and remote CTI ports.

If a remote Mobile Agent calls over a nailed connection and if there is no active call to the agent, the agent is put on hold. In general, Cisco recommends enabling MoH to the Mobile Agent phone for nailed connection calls. If MoH resources are an issue, consider multicast MoH services.

If a remote Mobile Agent calls over a nailed connection, and if MoH is disabled, the hold tone plays to the agent phone during the hold time. This depends on the call processing agent that controls the Mobile Agent remote phone. For Unified CM, the hold tone is enabled by default (it is similar to the Mobile Agent connect tone). With the hold tone enabled, it is difficult for the agent to identify if a call arrived from listening to the Mobile Agent connect tone. Therefore, Cisco recommends that you disable the hold tone for Unified CM. To do this, change the setting of the Tone on Hold Timer service parameter. For more information about setting this parameter, see the Unified CM product documentation available at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html.

Configure Unified CM CTI Port Pools for Unified Mobile Agent

Perform the following steps to configure CTI Ports.

Procedure
    Step 1   In Unified CM Administration, select Device > Phone.
    Step 2   Click Add a New Phone.
    Step 3   From Phone Type, select CTI Port.
    Step 4   Click Next.
    Step 5   In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

    Using the example naming convention format LCPxxxxFyyyy:

    • LCP identifies the CTI Port as a local device.
    • xxxx is the peripheral ID for the Unified CM PIM.
    • yyyy is the local CTI Port.

    The name LCP5000F0000 would represent CTI Port: 0 in a local CTI Port pool for the Unified CM PIM with the peripheral ID 5000.

    Step 6   In Description, enter text identifying the local CTI Port pool.
    Step 7   Use the Device Pool drop-down list to choose the device pool to which you want to assign the network CTI Port pool. (The device pool defines sets of common characteristics for devices.)
    Step 8   Click Save.
    Step 9   Highlight a record and select Add a New DN.
    Step 10   Add a unique directory number for the CTI port you just created.
    Step 11   In Maximum Number of Calls, enter 2.
    Step 12   In Busy Trigger, enter 1.
    Step 13   When finished, click Save, and click Close.
    Step 14   Repeat the preceding steps to configure the network CTI Port pool.

    In Device Name, using the example naming convention format RCPxxxxFyyyy, where:

    • RCP identifies the CTI Port as a network device.
    • xxxx is the peripheral ID for the Unified CM PIM.
    • yyyy is the network CTI Port.

    The name RCP5000F0000 represents CTI Port: 0 in a network CTI Port pool for the Unified CM PIM with the peripheral ID 5000.

    Step 15   In Description, enter text identifying the network CTI Port pool.
    Step 16   Use the Device Pool drop-down list to choose the device pool to which you want to assign the network CTI Port pool. (The device pool defines sets of common characteristics for devices.)
    Step 17   Click Save.
    Step 18   Highlight a record and select Add a New DN.
    Step 19   Add a unique directory number for the CTI port you just created.
    Step 20   When finished, click Save, and click Close.

    Map local and remote CTI ports with PG user

    After you define the CTI Port pool, you must associate the CTI Ports with PG users.

    Procedure
      Step 1   In Unified CM Administration, select Application User.
      Step 2   Select a username and associate ports with it.
      Step 3   When finished, click Save, and then click Close.
      Note    If CTI ports for Unified Mobile Agent are disassociated at the Unified CM while a Mobile Agent is on an active call, the call can drop.

      Maximum Call Duration Timer configuration

      By default, Mobile Agents in nailed connection mode log out after 12 hours. This happens because a Unified CM Service Parameter—the Maximum Call Duration Timer—determines the amount of time an agent phone can remain in the Connected state after login.

      If you anticipate that nailed connection agents in your Unified Mobile Agent deployment will be logged on longer than 12 hours, use the following instructions to either:

      • Increase the Maximum Call Duration Timer setting.
      • Disable the timer entirely.

      Configure Maximum Call Duration Timer


      Note


      This procedure applies only to Unified Mobile Agent deployments where agents logged in to nailed connection mode are to remain connected longer than 12 hours. Also, if your Mobile Agent deployment uses intercluster trunks, you must perform the following steps on both local and network Unified CM clusters.
      Procedure
        Step 1   In Unified CM Administration, choose System > Service Parameters.
        Step 2   In the Server drop-down list, choose a server.
        Step 3   In the Service drop-down list, choose a server .

        The Service Parameters Configuration windowappears.

        Step 4   In the Cluster-wide Parameters section, specify a Maximum Call Duration Timer setting.

        The default is 720 minutes (12 hours); the maximum setting allowed is 35791 minutes.

        Note    To disable the timer, enter 0.
        Step 5   Click Save.

        Agent Desk Setting Configuration for Unified Mobile Agent

        This section describes Agent Desk Settings you should modify to accommodate Unified Mobile Agent features.

        You can configure Agent Desk Settings through the PCCE Administration tool.

        Configure Agent Desk Settings with Configuration Manager

        This section describes Agent Desk Settings configuration settings you should specify in Unified ICM Configuration Manager to accommodate Unified Mobile Agent features.


        Note


        The following instructions describe how to configure one Agent Desk Setting; repeat this process for each different Agent Desk Setting in your deployment.
        Procedure
          Step 1   From the Unified ICM Configuration Manager, choose Configure ICM > Enterprise > Agent Desk Settings List.

          The Unified ICM Agent Desk Settings List dialog box opens.

          Step 2   Click Retrieve.
          Step 3   Click Add.
          Step 4   Fill in the following Attributes tab information, making sure to include settings for the following fields and check boxes:
          • Ring no answer time. The system allows a call to ring at the agent's station before redirecting the call. This can be from 1 to 120 seconds.
            Note    If you use call by call mode, the answer wait time will be longer than in a local agent inbound call scenario, so specify a value in this field to accommodate the extra processing time.
          • Logout non-activity time. The number of seconds of agent inactivity while in the not ready state before the system logs out the agent. A blank entry disables the timer.
          • Cisco Unified Mobile Agent (check box). Enables the Unified Mobile Agent feature so that the agent can log in remotely and take calls from any phone.
          • Mobile Agent mode. Select how call connections are made to the Mobile Agent's phone:
            • Agent chooses. Agent selects call by call or nailed connection at login.
            • Call by call. Agent's phone is dialed for each incoming call. When a call ends, the connection is terminated before the agent is made ready for next call.
            • Nailed connection. Agent is called once, at login. The line stays connected through multiple customer calls.
          Step 5   Click Save.


          Note


          For more information about configuring Agent Desk Settings in PCCE/Unified CCH, see Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted.

          Device target configuration for Unified Mobile Agent

          Unified CCE systems require that you configure a device target for each IP telephone that might be used by an agent. The only difference between configuring a device target for a local agent and a remote agent is that Unified Mobile Agent uses the agent's local CTI port instead of the agent's extension.

          Configure device targets


          Note


          You do not require this procedure for deployments that use the System PG.
          Procedure
            Step 1   From the Unified ICM Configuration Manager, choose Configure ICM > Targets > Device Target > Device Target Explorer.

            The Device Target Explorer window opens.

            Step 2   Click Retrieve, and then click Add Device Target.

            The Device Target tab opens.

            Step 3   Enter values for the following fields:
            • Name. An enterprise name for the target. This name must be unique among all device targets in the enterprise.
            • Global Address. The global address for the device. Must be set to a value that is unique from all other device targets in the enterprise. Cisco recommends that you use the same value that you entered in the Enterprise Name field.
            • Config Parameters. Use this field to enter any specific configuration parameters that might be required:
              • /devtype (CiscoPhone)
              • /dn (Line number of the LCP port)
              The system software sends this string to the Unified CM to initialize the device.
            • Description. Enter a description of the device. This is an optional field used to provide additional information about the device.
            Step 4   When finished, click Save.


            Note


            For more information about configuring Device Targets in Unified CCE/Unified CCH, see Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted.

            Cisco CTI OS configuration for Unified Mobile Agent

            This section describes information about CTI OS configuration settings that you need to know after initial installation of a Mobile Agent-enabled CTI OS Server.


            Note


            For more information about installing and configuring CTI OS Server, see CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

            CTI OS installation and Unified Mobile Agent


            Note


            Running the CTI OS 7.x server installer is not the same as running CTI OS 7.x installer from the CTI OS bin directory.

            To configure Mobile Agent, first run the CTI OS 7.x server installer. Then run the CTI OS installer from the CTI OS bin directory. The first installer updates CTI OS server while the second installer allows you to configure Mobile Agent. Use this procedure to configure any new feature made available in a maintenance release.

            During the peripheral identification step of CTI OS Server installation:

            • The Unified Mobile Agent feature is enabled for the CTI Desktop (from the CTI OS bin directory).
            • The call delivery mode (agent choose, call by call, nailed connection) is defined.

            Call delivery mode and agent profiles

            • The call delivery mode selected during CTI OS Server installation enables CTI OS to send an agent profile to each desktop client for that mode.
            • The call delivery mode the agent uses at login must match the mode configured for the agent in the Agent Desk Setting.
            • Rerunning the CTI OS installation and selecting a different Mobile Agent mode overwrites the existing profile.
            • You can add profiles manually using the CTI OS registry.

            Prevent Duplicate logins to the Same AgentID

            In the default Installation, the CTI OS system does not prevent duplicate logins. If you want to change the default, you must make the following change in the Windows Registry for the key RejectIfAlreadyLoggedIn.

            Procedure
              Step 1   On the CTI OS Server, open the Registry Editor (regedit.exe).
              Step 2   Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ctios\CTIOS_<InstanceName>\ CTIOS1\ EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles \Name\<YourConnectionProfileName>\RejectIfAlreadyLoggedIn .

              The Edit DWORD Value dialog box appears.

              Step 3   In the Value data: field, enter 1 and click OK.
              Step 4   Exit the Registry Editor to save the change, and reboot your computer.

              Optionally, you can configure the CTI OS CTI Driver key IdleTimeout to the same value as the Unified ICM Agent Desk Settings Logout non-activity time value.

              Media termination points configuration

              If you use SIP trunks, you must configure Media Termination Points (MTPs). This also applies if you use TDM trunks to interface with service providers.

              MTPs are available in the following forms, but not all are supported in Mobile Agent environments:

              • Software-based MTPs in Cisco IOS gateways—It is recommended that you use these MTPs for Mobile Agent as they provide codec flexibility and better scalability compared to other MTP options. The following is a sample configuration on a gateway.
                sccp local GigabitEthernet0/0
                sccp ccm 10.10.10.31 identifier 1 priority 1 version 7.0
                sccp ccm 10.10.10.131 identifier 2 priority 2 version 7.0
                sccp
                !
                sccp ccm group 1
                 associate ccm 1 priority 1
                 associate ccm 2 priority 2
                 associate profile 3 register gw84xcode
                 associate profile 1 register gw84conf
                 associate profile 2 register gw84mtp
                !
                dspfarm profile 3 transcode
                 codec g729abr8
                 codec g729ar8
                 codec g711alaw
                 codec g711ulaw
                 codec g729r8
                 codec g729br8
                 maximum sessions 52
                 associate application SCCP
                !
                dspfarm profile 1 conference
                 codec g729br8
                 codec g729r8
                 codec g729abr8
                 codec g729ar8
                 codec g711alaw
                 codec g711ulaw
                 maximum sessions 24
                 associate application SCCP
                !
                dspfarm profile 2 mtp
                 codec g711ulaw
                 maximum sessions software 500
                 associate application SCCP
              • Hardware-based MTPs in Cisco IOS gateways—These MTPs are supported. However, Cisco does not recommend them because of the extra cost, codec restrictions, and scalability constraints.
              • Software-based MTPs using the Cisco IP Voice Media Streaming Application—These MTPs are not supported with Mobile Agents.

              Note


              Because Unified CM-based software MTPs are used implicitly, you must add a special configuration to avoid using them. Create a new Media Resource Group (MRG) as a place holder, and place the software MTPs in that MRG.

              Configure Media Termination Points

              If you use SIP trunks, you must configure MTPs. This also applies if you use TDM trunks to interact with service providers.

              Mobile Agent cannot use an MTP with codec pass through. When you configure the MTP, you must select No pass through.

              KPML is not supported with Mobile Agent.

              Procedure

              Option Description
              If you want to always insert MTPs for inbound and outbound calls through a given trunk In the Trunk Group Configuration settings, select the Media Termination Point Required check box.
              If you want to dynamically insert MTPs when Unified ICM detects media or signaling incompatibility between the caller and called endpoints In the Trunk Group Configuration settings, in DTMF Signaling Mode, select RFC2833.

              If you configure Trunk Groups to dynamically insert MTPs, only the calls that require MTPs use them.


              Enable Call Progress Tones for Agent Initiated Calls

              In order for an agent to hear call progress tones for agent initiated calls, additional configuration is required if MTP Required is not enabled. If instead you have dynamic MTP allocation by forcing mismatched DTMF settings, then the Unified CM should be configured to enable Early Offer.

              For information on configuring the Unified CM, see the Unified CM product documentation available at: http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html.

              Ringback and other call progress tones are not generated by the Cisco Announciator, as is the case for regular phones and softphones. Instead, Mobile Agent relies on these tones being generated by the called party (and the early offer setting triggers these tones to be sent to the agent).


              Note


              This selection does not affect MTP sizing for IP Phones and other endpoints that support RFC2833 signaling, as is the case for many Cisco phones (including the 6900 series and the 794x and 796x phones). For more information about supported phones, see the Cisco Unified Contact Center Enterprise Software Compatibility Guide: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_device_support_tables_list.html

              Enabled Connect Tone feature

              In a nailed connection, the system can play a tone to the Mobile Agent via the agent's headset to let the agent know when a new call is connected. In the default Installation, the Mobile Agent Connect Tone feature is disabled.

              Enable Mobile Agent Connect Tone

              If you require Unified Mobile Agent Connect Tone, you must make the following change in the Windows Registry for the key PlayMAConnectTone under the JTAPI GW PG registry entries.

              Perform the following procedure to allow a Mobile Agent in the nailed connection mode to hear a tone when a new call is connected.

              Procedure
                Step 1   On the PG machine, open the Registry Editor (regedit.exe).
                Step 2   Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\icm7\PG1A\PG\CurrentVersion\JGWS\jgw1\JGWData\Config\PlayMAConnectTone .

                The Edit DWORD Value dialog box appears.

                Step 3   In the Value data: field, enter 1 to enable Mobile Agent Connect Tone and click OK.
                Step 4   Exit the Registry Editor to save the change, and cycle the PG service.