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

Unified Mobile Agent for agents

Unified Mobile Agent is available on the following Cisco Agent Desktops:

  • Cisco CTI OS Agent Desktop
  • Cisco Agent Desktop and Cisco Agent Desktop-Browser Edition
  • Cisco Finesse Agent Desktop

CTI OS Agent Desktop

Unified Mobile Agent is available with the Cisco CTI OS Agent Desktop.

CTI OS Agent Desktop provides an interface that:

  • Enables you to perform telephony call control, such as call answer, hold, conference, and transfer, and agent state control, such as ready/not ready and wrap up
  • Presents customer call data in the form of a screen pop
  • Provides you with agent statistics and chat capability

    Note


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

Note


For more information about using CTI OS Agent Desktop to handle calls, see the CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

Log in to CIT OS Agent Desktop

Perform the following steps to log in to the CTI OS Agent Desktop.

Procedure
    Step 1   From the desktop, click Login.

    The CTI Login dialog box appears.

    Figure 1. CTI Login



    Step 2   In the CTI Login dialog box, enter the following information in the corresponding fields:

    Connect to

    Use the drop-down menu to select the connection mode you want to use.

    Agent ID or Agent Login Name

    Your supervisor assigns your Agent ID.

    Note    You are prompted to enter either your Agent ID or Agent Login Name. Login options are determined during the installation of the CTI OS Server.

    Password

    Your supervisor assigns your this password.

    Instrument

    The directory number for the local CTI port; this is your Unified CCE phone extension.

    Mobile Agent

    You must select this check box to log in as a Mobile Agent.

    Phone Number

    The dial number for the phone you intend to use.

    Note    The format for the phone number must follow the dial plan, for example, 91978-936-xxxx.

    Call Mode

    Use the drop-down menu to choose the connection mode you want to use: call by call or nailed connection..

    Note    Auto-answer is supported only with the nails connection mode.

    Select nailed connection.

    Step 3   Click OK.

    The desktop automatically enters the state configured on the switch (either Ready or Not Ready) and the buttons for actions that state are enabled.

    Note    For a nailed connection, a setup call must be received and answered before agent login is complete.

    Related References

    Verify login

    Perform the following procedure to verify your log in.

    Procedure
      Step 1   Check to be sure that your desktop is in the Ready or Not Ready state.
      Note    Switch configuration determines the state the desktop enters at login time.
      Step 2   Check to be sure the status bar of your Unified Mobile Agent Desktop displays the following:
      • Agent ID for the logged-in agent
      • Agent Extension
      • Agent Instrument
      • Current Agent Status
      • The server that the desktop is connected to
      Step 3   Check to be sure the action buttons that are allowed for your current agent state are enabled.

      Enable Ring Tone


      Note


      This procedure applies only to agents using CTI OS Agent Desktop in nailed connection delivery mode.

      By default, a CTI OS Agent Desktop in nailed connection delivery mode does not ring when a call arrives. Instead, an alert message appears on the desktop to indicate the arrival of a call.

      Perform the following procedure to enable a ring tone on the CTI OS Agent Desktop:

      Procedure
        Step 1   Click Dial.

        The CTI Dialing Pad dialog box appears.

        Step 2   Click More.

        The Options dialog box appears.

        Step 3   Click the Mute Tones tab and clear the Ring Back check box.

        This action disables the mute setting of the ringback tone.

        Step 4   Click Close.

        This setting remains in effect until you change it or log out. You need to repeat these steps each time you log in.

        Related References

        Enable Ready state


        Note


        Once you are placed in the Ready state, the ring tone is heard through the speakers of the physical machine where the Agent Desktop is installed.

        Note


        Once you are placed in the Ready state, the ring tone is heard through the speakers of the physical machine where the Agent Desktop is installed.
        Procedure
        If you are in the Not Ready state and the Ready button is enabled, click the Ready button.

        Initiate a Call

        Procedure
          Step 1   Enter a state from which you can make a call. (You are in the correct state to make a call if the Dial button is enabled.)
          Note   

          Depending on the switch, you can also make calls if the Ready or Not Ready buttons are enabled.

          Step 2   Use the CTI Dial Pad to enter a phone number.

          Transfer a Call

          Procedure
            Step 1   Click the Transfer button. The CTI Dialing Pad dialog box appears.
            Step 2   Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu.

            The pull-down menu contains the last six numbers dialed from this desktop.

            Step 3   Optionally, click the More button to display the Call Data tab, where you can optionally enter data associated with the call.
            Step 4   Do one of the following:
            Option Description

            If you do want to speak with the consulted agent, click the Transfer Init button.

            When you press the Transfer Init button, the call is put on hold. The agent has an opportunity to speak to the consulted agent before completing the transfer. When the consult call is answered, the button changes to Transfer Complete. To complete the transfer, click Transfer Complete.

            If you do not want to speak with the consulted agent, click Single Step.

            The call automatically transfers.


            Conference a call

            Procedure
              Step 1   Click the Conference button.

              The CTI Dialing Pad dialog box is appears.

              Step 2   Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
              Step 3   Optionally, click the More button to display the CTI Dialing Pad.
              Step 4   Click the Conference Init button.

              This action places the call on hold, which gives you an opportunity to speak to the consulted agent before completing the conference. When you answer the consult call, the button changes to Conference Complete.

              Step 5   Click Conference Complete to complete the conference.

              The two calls now appear on the Call Information Grid as one call.


              CRM desktop integration with Unified CCE via CTI OS

              You can integrate Customer Relationship Management (CRM) applications with Unified CCE via CTI OS to allow an agent to log in via their CRM application, and you can enhance them to allow an agent to have a Mobile Agent Checkbooks option and to supply a call mode and phone number. However, you must enhance those integrated CRM interfaces to support using Mobile Agents. It is likely that a Mobile Agent could log in via the CTI OS Agent Desktop and then continue to use the integrated CRM agent interface as usual for call control and any further agent state control. However, this capability must be verified for each CRM integrated offering.

              The Cisco CTI Driver for Siebel is an installable component developed by Cisco that enables integration of the Unified CCE with the Siebel CRM Environment. In this solution, the Siebel Agent Desktop provides the agent state and call control interface. The Siebel Desktop utilizes the Cisco CTI Driver for Siebel, which is built on top of the CTI Desktop Toolkit C++ CIL to communicate with the CTI Object Server. For more information about CRM desktop integrations, See the Cisco Unified Contact Center Enterprise 8.x Solution Reference Network Design (SRND) guide.

              Cisco Agent Desktop

              Unified Mobile Agent is available with the Cisco Agent Desktop.

              Cisco Agent Desktop:

              • Provides call control capabilities, such as call answer, hold, conference, and transfer, and ACD state control—ready/not ready, wrap up, and so on
              • Presents customer information through an enterprise data window and an optional screen pop
              • Requires minimum screen real estate and enables agents to customize its functionality to meet their individual needs

              Note


              For more information about using Cisco Agent Desktop to handle calls, see CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

              Log in to Cisco Agent Desktop

              Perform the following procedure to start the Cisco Agent Desktop and log in as a Mobile Agent.

              Procedure
                Step 1   Choose Start > Programs > Cisco > Desktop > Agent.
                The Mobile Agent Login dialog box appears.
                Figure 2. Mobile Agent Login



                Step 2   Enter your Login Name/Agent ID.

                You are prompted to enter either your Agent ID or Login Name. Login options are determined during the installation of the CTI OS Server.

                The maximum length for the Login Name field is 32 characters. For Agent ID, extension and password fields, the maximum data length is limited to 12 characters.

                Note   

                If the login method (Login Name or Agent ID) is changed while you are in the process of logging in, an error message appears to indicate that the log in method has changed. You must restart agent desktop to log in using the new method.

                Step 3   Enter your Password.
                Step 4   Enter your Extension.

                Agent desktop can control only those calls on the extension you enter in this field, regardless of whether the Mobile Agent is configured with multiple extensions.

                Step 5   Select Mobile Agent Mode.
                Step 6   Under Mobile Agent Parameters, select a call delivery mode.
                Step 7   Specify a Mobile Agent Phone Number. The dial number for the phone you are using.
                Note    The Mobile Agent Phone Number field can contain only numeric characters.
                Step 8   Click OK.

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



                Note


                For a nailed connection, a setup call must be received and answered before agent login is complete.

                Verify login to Cisco Agent Desktop

                Procedure
                Check to be sure your Cisco Agent Desktop displays the following:
                • Your agent name, as configured in Unified ICM
                • Your agent extension, as entered in the Login dialog box
                • Your agent ID or name, as entered in the Login dialog box
                • Your current agent state and the time spent in that state
                • Current status of agent desktop features
                • Current system time


                Note


                Remember, you must enter the Ready state before you can begin processing calls.

                Enable Ready state

                You must be set to the Ready state to answer an ACD call.

                Procedure
                On the toolbar, click Ready.

                Initiate a call

                Procedure
                  Step 1   Click Not Ready.
                  Note   

                  You must be in the Not Ready state to initiate a call.

                  Step 2   Click Make Call.

                  The Make a Call window appears.

                  Step 3   Enter a number in the Name: Number field.
                  Step 4   Click Dial.

                  Transfer a call

                  There are two types of transfer calls:

                  • Supervised transfers: In a supervised transfer, the Mobile Agent speaks to the third party to whom the call is being transferred before connecting the active call; this allows the Mobile Agent to confirm that the third party is ready to accept the call.
                  • Blind transfers: In a blind transfer, the Mobile Agent transfers the active call to the third party without speaking. The remote agent hangs up before the third party answers the phone and therefore, cannot confirm if the third party is ready to accept the call.

                  Use the following instructions to transfer a call.

                  Procedure
                    Step 1   With a call active, click Transfer.

                    The Transferring Call window appears.

                    Step 2   Enter the phone number to which the remote agent is transferring the call in the Name: Number field.
                    Step 3   Click Dial.
                    Step 4   When the phone rings, the Dial button changes to the Transfer button.
                    Step 5   Do one of the following:
                    Option Description

                    If you want to do a supervised transfer

                    Wait for the third person to answer the phone, announce the transfer, then click Transfer.

                    If you want to do a blind transfer

                    Click Transfer without waiting for the third person to pick up the phone.


                    Conference a call

                    There are two types of conference calls:

                    • Supervised conference. In a supervised conference, the Mobile Agent speaks to the third party the agent wants to add to the call before completing the conference, to confirm that the third party is ready to accept the call.
                    • Blind conference. In a blind conference, the Mobile Agent adds the third party to the conference without speaking to them.

                      Note


                      When using a blind conference to add someone to the call, the remote agent might or might not see the call tagged as a conference call in the dashboard pane.

                    Use the following instructions to make a conference call.

                    Procedure
                      Step 1   With a call active, click Conference.

                      The Conferencing window appears.

                      Step 2   Enter the phone number of the person the Mobile Agent wants to add to the call in the Name: Number field.
                      Step 3   Click Dial.

                      When the phone rings, the Dial button changes to the Add to Conf button.

                      Step 4   Do one of the following:
                      Option Description

                      If you want a supervised conference

                      Wait for the third person to answer the phone, announce the conference, then click Add to Conf.

                      If you want a blind conference

                      Click Add to Conf without waiting for the third person to pick up the phone.

                      The Conferencing window closes.

                      Step 5   To add one or more people to the conference call, repeat Steps 1 to 4 for each person.


                      Note


                      The total number of conference call participants on a call is determined by settings on the Unified CM. Ask you supervisor for the total number configured for your contact center.

                      Cisco Finesse

                      Unified Mobile Agent is available with Cisco Finesse, Release 9.0(1) or later.

                      Finesse provides a browser-based desktop for agents and supervisors. Mobile agents can perform the same call control functions as PCCE agents. Mobile supervisors can perform all call control functions except for silent monitoring.

                      Sign in to Cisco Finesse Agent Desktop

                      Procedure
                        Step 1   Enter the following URL in your browser: http://hostname/, where hostname is the hostname or IP address of the Finesse server.
                        Step 2   In the ID field, enter your agent ID.
                        Step 3   In the Password field, enter your password.
                        Step 4   In the Extension field, enter your extension.

                        For a mobile agent, the extension represents the virtual extension for the agent, also known as the local CTI port (LCP).

                        Step 5   Check the Sign in as a Mobile Agent check box.

                        The Mode and Dial Number fields appear.

                        Step 6   From the Mode drop-down list, choose the mode you want to use.

                        In Call by Call mode, your phone is dialed for each incoming call and disconnected when the call ends.

                        In Nailed Connection mode, your phone is called when you sign in and the line stays connected through multiple customer calls.

                        Step 7   In the Dial Number field, enter the number for the phone you are using.

                        Step 8   Click Sign In.
                        Note   

                        In Nailed Connection mode, a setup call must be received and answered before sign in is complete.

                        In Call by Call mode, the dial number provided is not verified. To ensure the number is correct, verify the number in the header on the Agent Desktop after sign-in is complete.


                        Verify sign in to Cisco Finesse

                        Procedure
                        Check to be sure the Finesse Agent Desktop displays the following in the header:
                        • Mobile Agent before your agent name
                        • the mode used (Call by Call or Nailed Connection)
                        • the dial number you provided

                        Enable Ready state

                        You must be in Ready state to process incoming calls.

                        Procedure
                        Choose Ready from the drop-down list below the agent name.
                        Note   

                        If you are in Call by Call mode, you must answer each incoming call on your physical phone. After you answer a call, you can perform all other call control functions (such as Conference, Transfer, Hold, Retrieve) using the desktop.

                        If you are in Nailed Connection mode, after you answer the initial setup call, you must perform all other call control functions using the desktop.


                        Initiate a Call

                        Procedure
                          Step 1   From the drop-down list below the agent name, choose Not Ready.
                          Note   

                          You must be in Not Ready state to initiate a call.

                          Step 2   Click Make a New Call.
                          Step 3   Enter the number you want to call on the keypad, and then click Call.

                          If you are in Call by Call mode, the CTI server sends a setup call to your phone. A message appears on the keypad that states the following:

                          A call will be initiated to your phone which must be answered before an outbound call to your destination can be made.

                          After the setup call is answered, the system establishes the outbound call to the destination specified.