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

Unified CM CTI Port Configuration and Mapping for Unified Mobile Agent

Configure Unified CM Call Duration Timer

Maximum Call Duration Timer Configuration

Configure Agent Desk Settings

Agent Desk Setting Configuration for Unified Mobile Agent

Configure Devices

Device configuration for Unified Mobile Agent

Configure CTI OS

Cisco CTI OS Configuration for Unified Mobile Agent

Configure Media Termination Points

Media Termination Points Configuration

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 must have 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.
  • The remaining characters in the device names for the LCP and RCP pair must match. For example an LCP port named LCP0000 has a corresponding RCP port named RCP0000.
  • 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 you want callers to 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 system puts the agent 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.

Cisco recommends that you not assign MoH resources to local ports and remote CTI ports, because 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 that you enable 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). Because the hold tone is similar to the connect tone, it is difficult for the agent to identify if a call arrived from listening to the Mobile Agent connect tone. The hold tone prevents the agent from hearing the connect tone.

Therefore, Cisco recommends that you disable the hold tone by changing the setting of the Tone on Hold Timer service parameter to 0. 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 naming convention format LCPxxxxyyyy:

    • 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.

    The name LCP0000 represents the local port.

    Step 6   In Description, enter text that identifies the local CTI port.
    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 naming convention format RCPxxxxyyyy, where:

    • RCP indentifies the CTI port as the Remote CTI port where the call between the agent's remote device and the Unified CM Port is nailed up at agent login time.
    • 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 that identifies 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 Peripheral Gateway 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.

      Create Agent-Targeting Rules for LCP Ports

      You must create agent-targeting rules for your LCP ports in order to log in as a mobile agent.

      Perform the following steps:

      Procedure
        Step 1   Open Configuration Manager.
        Step 2   Within Configuration Manager, open the Agent Targeting Rule tool.
        Step 3   On the Agent Targeting Rule tool screen, select your existing agent-targeting rules.
        Step 4   In the Extension Ranges section, add the range of line numbers for the LCP ports that you are using for your mobile agents.

        Example:

        1000-2000

        Step 5   Click Save and exit the tool.

        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 must 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.

          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   From the Unified CCE Administration, choose Manage > Desk Settings.
            Step 3   Click Retrieve.
            Step 4   Click Add.
            Step 5   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 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 6   Check the Enable Mobile Agent check box. This enables the Mobile Agent feature so that the agent can log in remotely and take calls from any phone.
            Step 7   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 configuration for Unified Mobile Agent

            Use the Agent Targeting Rules (ATR) mechanism described in the Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted to configure a device as you would for a phone, but using the LCP Port in place of the agent's phone extension.

            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, run the CTI OS 7.x server installer from your installation media. This first installer updates CTI OS server. Then run the CTI OS installer from the CTI OS bin directory. This second installer allows you to configure Mobile Agent. Use both installation procedures to configure any new feature made available in a maintenance release.

            During the peripheral identification step of CTI OS Server installation:
            1. Click Yes to stop the service and to acknowledge the license agreement.
            2. Select CTIOS server from CTI OS Instance and click Edit.
            3. Click Next to navigate to Peripheral Identifier.
            4. Check the Enable Mobile Agent checkbox.
            5. Select Nailed connection for Mobile agent mode. (It is the only call delivery mode supported.)
            6. Click Save.
            • 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.
            • The nailed connection call delivery mode is the only available mode 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 that is 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. For more information, refer to the CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise.

            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). You must also configure MTPs if you use TDM trunks to create an interface with service providers.

              Additionally, MTPs are required for Mobile Agent call flows that involve a Cisco Unified Customer Voice Portal (CVP) solution. Because in DTMF signaling mode the Mobile Agent uses out-of-band signaling, whereas Unified CVP supports in-band signaling, the conversion from out-of-band to in-band signaling requires an MTP resource.

              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 with 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. For instructions, refer to the Unified CM help documentation.

              Configure Media Termination Points in Unified CM

              Add MTP Resources to Unified CM

              Perform these steps to add media termination points (MTPs) to Unified CM.

              Procedure
                Step 1   In Unified CM Administration click Media Resources > Media Termination Point.
                Step 2   Click Add New.
                Step 3   Choose Cisco IOS Enhanced Software Media Termination Point from the Media Termination Point Type drop-down list.
                Step 4   Enter an MTP name. This name must match the device name you chose in IOS. In the example in the previous section, the MTP was called gw84mtp, as from the config line: associate profile 2 gw84mtp.
                Step 5   Choose the appropriate device pool.
                Step 6   Click Save and then click Apply config.
                Step 7   Navigate back to Media Termination Point and ensure the newly added MTP is listed as being registered with <Unified CM subscriber IP address> in the Status column.
                Step 8   Repeat steps 1 through 7 for each sccp ccm group you configured on each of your gateways.

                Configure Media Termination Point Resources in Unified CM

                This section explains how to create media resource groups and media resource group lists.

                Procedure
                  Step 1   Navigate to Media Resources > Media Resource Group in Unified CM Administration.
                  Step 2   Click Add New.
                  Step 3   Specify a name and description.
                  Step 4   From the Available Media Resources that you just created, move the those devices from the Available to the Selected list by clicking the down arrow. Ensure that you do not include Unified CM Software resources. For example, type anything that starts with ANN_, MTP_, or MOH_ .
                  Step 5   Navigate to Media Resources > Media Resource Group List.
                  Step 6   Click Add New.
                  Step 7   Move the Media Resource Group you just created from the Available Media Resource Groups to the Selected Media Resource Groups.
                  Step 8   Click Save.

                  Associate Media Resource Group List with Device Pools

                  Procedure
                    Step 1   Navigate to System > Device Pool and click on the device pool that contains the CTI ports for Mobile Agent. If there are multiple pools, perform the next step for each device pool that applies.
                    Step 2   In the Media Resource Group List drop-down list, select the Media Resource Group List that you just created, click Save and then click Apply config.

                    Quarantine Unified CM Software-Based Resources

                    Because Unified CM-based software MTPs are used implicitly, you must add a special configuration to avoid using them. This, in effect, quarantines them.

                    Procedure
                      Step 1   Create a new Media Resource Group (MRG) as a place holder.
                      Step 2   Place the software MTPs in that MRG.

                      For further instructions, refer to the Unified CM help documentation.


                      Insert MTPs

                      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
                        Step 1   Log in to Unified CM Administration and select Device > Trunk.
                        Step 2   Select the trunk on which you want to configure MTPs.
                        Step 3   Depending on the scenario listed below, perform the corresponding step listed in the Description column. Note that if you configure Trunk Groups to dynamically insert MTPs, only the calls that require MTPs use them.
                        • If you want to always insert MTPs for inbound and outbound calls through a given trunk: In the Trunk 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 Method, select RFC2833.

                        Enable Call Progress Tones for Agent-Initiated Calls

                        Procedure
                        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. 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 Compatibility Matrix Wiki.

                        Verify MTP Resource Utilization

                        Since Unified CM comes preconfigured with Software MTP resources, these resources may sometimes be used to provide MTP for Mobile Agent calls without proper configuration. Since we don't support the use of Unified CM based software MTP's, we explicitly quarantined them in the above section, Disabling Unified CM Based Software MTPs. To ensure that the new IOS-based MTP's are the ones being used for Mobile Agents, we recommend that you perform the following steps to verify that correct MTP's are used.

                        Procedure
                          Step 1   Install the Unified CM Realtime monitoring tool. This tool can be downloaded under Application > Plugins within Unified CM Administration.
                          Step 2   Place a call to a logged-in Mobile Agent.
                          Step 3   Open the Unified CM Realtime monitoring tool and navigate to System > Performance > Open Performance Monitoring.
                          Step 4   Expand the node(s) that are associated with your IOS-based MTP resources and choose Cisco MTP Device.
                          Step 5   Double-click Resources Active and choose all of the available resources to monitor. This includes both IOS and Unified CM-based resources. Ensure that the only resources that are active during the Mobile Agent phone call are the IOS-based resources. Also, ensure that all UCM-based MTP resources are not active.
                          Step 6   Repeat the previous step for each node that has MTP resources associated with it.

                          Enabled Connect Tone Feature

                          In a nailed connection, the system can play a tone to the Unified Mobile Agent through the agent 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.