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

Preface

Purpose

This guide provides an overview of Cisco Unified Mobile Agent (Unified Mobile Agent), Unified Mobile Agent call flow information, configuration tasks, and step-by-step installation instructions for using the Cisco Unified Mobile Agent feature for Cisco Unified Contact Center Enterprise (Unified CCE) and Unified Contact Center Hosted (Unified CCH).

For ease of use, the guide separates system configuration instructions and troubleshooting information from task-related instructions for supervisors and agents using Unified Mobile Agent.

Unified Mobile Agent enables an agent using any PSTN phone and a broadband VPN connection (for agent desktop communications) to function just like a Unified CCE agent sitting in a formal call center and using a Cisco IP Phone monitored and controlled by Cisco Unified Communications Manager (Unified CM) JTAPI.

If you are upgrading to 9.0(1) and are planning to configure a Unified Mobile Agent to use an analog phone or an IP Phone without Cisco Business Ready Teleworker set up, use the Unified Mobile Agent Option. However, if you are planning to configure a Mobile Agent to use the deployment option of IP Phone with Cisco Business Ready Teleworker set up, use Remote Agent.

Audience

This document is intended for the administrator responsible for Unified Mobile Agent configuration, and for contact center supervisors and agents using Unified Mobile Agent to handle calls.

This guide refers to product as a whole by their new name. It refers to components and utilities by the names that appear in the user interface.

Organization

The following table describes the information contained in the sections of this guide:

Section

Description

Part 1: Cisco Unified Mobile Agent

This section contains the following:

Part 2: Using Unified Mobile Agent in Your Contact Center

This section contains the following:

Part 3: Configuration and Troubleshooting for Remote Agent

This section describes Remote Agent deployment models.


Note


Read the Cisco Unified Contact Center Enterprise 8.x Solution Reference Network Design (SRND) guide before configuring Unified Mobile Agent.

For more information about Unified CCE software, see the Cisco web page: http://www.cisco.com/en/US/products/sw/custcosw/ps1844/tsd_products_support_series_home.html.

Related documentation

You can access documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related documentation, from Cisco.com at: http://www.cisco.com/cisco/web/psa/default.html.

Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Finesse, Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP), Cisco Unified IP IVR, Cisco Unified Intelligence Center, and Cisco Support Tools. The following list provides more information.

Product naming conventions

In this release, the product names listed in the table below have changed. The New Name (long version) is reserved for the first instance of that product name and in all headings. The New Name (short version) is used for subsequent instances of the product name.


Note


This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use.

Old Product Name

New Name (long version)

New Name (short version)

Cisco IPCC Enterprise Edition

Cisco Unified Contact Center Enterprise

Unified CCE

Cisco System IPCC Enterprise Edition

Cisco Unified System Contact Center Enterprise

Unified SCCE

Cisco IPCC Hosted Edition

Cisco Unified Contact Center Hosted

Unified CCH

Cisco Intelligent Contact Management (ICM) Enterprise Edition

Cisco Unified Intelligent Contact Management Enterprise

Unified ICME

Cisco Intelligent Contact Management (ICM) Hosted Edition

Cisco Unified Intelligent Contact Management Hosted

Unified ICMH

Cisco CallManager/Cisco Unified CallManager

Cisco Unified Communications Manager

Unified CM

Conventions

This manual uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term; for example: A skill group is a collection of agents who share similar skills.
  • For emphasis; for example: Do not use the numerical naming convention.
  • A syntax value that the user must replace; for example: IF (condition, true-value, false-value)
  • A book title; for example: Refer to the Cisco CRS Installation Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays; for example: <html><title>Cisco Systems, Inc.</title></html>
  • Navigational text when selecting menu options; for example: ICM Configuration Manager > Tools > Explorer Tools > Agent Explorer

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.

Documentation and support

For more information about obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.

Documentation feedback

You can provide comments about this document by sending email to the following address:

mailto: ccbu_docfeedback@cisco.com

We appreciate your comments.