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

Important Considerations

Before you begin

Cisco recommends that you disable home or cell phone calling features that might affect a customer call experience before you log in. Examples of calling features are, but may not be limited to:

  • Call waiting
  • Call forwarding
  • Voicemail

Before you log in and begin to process calls as a Mobile Agent, be aware of the way Mobile Agent operates. Remember that:

  • Mobile Agents cannot perform agent state and call control without a CTI Desktop.
  • Unified Mobile Agent supports Outbound Option calls only in nailed connection delivery mode.
  • If a Mobile Agent on one PG calls a Mobile Agent on a different PG, and both PGs are connected to the same Unified CM cluster, only blind transfer/conference are supported.
  • During a consult transfer or conference call, a source mobile agent does not hear a ring back after dialing the destination agent because the media stream cannot be bridged until that agent answers. The source agent hears Music on Hold (MoH), if it is configured.
  • You cannot transfer or conference a call using the buttons on your Mobile Agent phone; you must use the agent desktop to perform these functions.
  • If you log in and intend to use nailed connection mode, you must answer the setup call before you complete the login.
  • If a Mobile Agent in call by call mode places an outbound call—that is, uses the CTI OS Agent Desktop Dial button or the Cisco Agent Desktop Make Call button—the agent's phone rings before the destination phone rings. This happens because Unified CCE establishes the agent call leg before it establishes the destination call leg.
  • By default, a Mobile Agent in nailed connection mode on CTI OS Agent Desktop does not ring when a call arrives.

    Note


    For more information about how to change the default setting, see How to Enable a Ring Tone on the CTI OS Agent Desktop.

Note


If a Mobile Agent in nailed connection mode has not disabled voicemail and rejects the setup call, the setup call is sent to voicemail. The Mobile Agent continues to be logged in to the CTI Desktop and agent state is set to Ready. However, because the setup call was not accepted, the system logs out the Mobile Agent when the voicemail ends and the agent phone line disconnects.