Unified Mobile Agent supports call center agents using phones that are not directly controlled by Packaged CCE. You can deploy a Mobile Agent as follows:
Outside the contact center, by using an analog phone in the home or a cell phone.
By using an IP phone connection that is not CTI-controlled by Packaged CCE, Unified CCE, or by an associated Unified Communications Manager.
By any voice endpoints on any ACD (including those on other Unified Communication Managers) that are reachable by a SIP trunk from the contact center Unified Communication Manager.
In addition, a Unified Mobile Agent can be available through different phone numbers at different times; the agent enters the phone number at login time. In other words, the agent can access Unified Mobile Agent using any phone number, as long the agent can dial that number through the Unified Communications Manager dial plan.
Unified Mobile Agent provides agent login flexibility
Agents, at various times, can be either local agents or Mobile Agents, depending on how they log in.
Regardless of whether agents log in as local or Mobile Agents, the skill groups that they belong to do not change. In addition, because agents are chosen by existing selection rules and by how they are connected, the same routing applies regardless of how the agents log in. In other words, if you want to use the scripting environment to control routing depending on whether agents are local or mobile, you need to assign the agents to different skill groups and design the script accordingly.
In nailed connection delivery mode, the agent is called once, at login, and the phone line remains connected through multiple customer calls. See the following figure.
Figure 1. Nailed Connection Call Flow
The nailed connection call flow works as follows:
At login, the agent enters the directory number of the local CTI port (LCP) in the Instrument Number field and the remote phone number in CTI OS Desktop. The remote phone number can be any phone number reachable by Unified CM. When the agent clicks the Login button, a call is initiated to the agent's remote CTI port (RCP) and the agent's remote phone rings.
When the agent answers the call, the call is then nailed up. This means that the agent will remain on this call until the agent logs out or hangs up.
A customer's call arrives in the system and, through normal Packaged CCE configuration and scripting, is queued for a skill group/precision queue. (This is no different than existing processing for local agents.)
When the agent clicks the Answer button, the voice path between the agent and the customer phone is established, and the two parties can talk.
When the system assigns an agent to the call, the call is routed to the agent's LCP port. The agent then hears the connect tone on the headset.
When the call ends, the customer connection is terminated and the agent state returns to Ready.
You can use the Agent Greeting feature to record a message that plays automatically to callers when they connect to you. Your greeting message can welcome the caller, identify you, and include other useful information.
The following limitations apply to the Agent Greeting feature for Mobile Agents.
A supervisor cannot barge in when an Agent Greeting is playing.
If a Peripheral Gateway (PG), JTAPI Gateway (JGW), or PIM failover occurs when an Agent Greeting plays for a Mobile Agent, the call fails.
If a Mobile Agent hangs up when an Agent Greeting plays, the customer still hears the complete Agent Greeting before the call ends.
In the Agent Greeting Call Type Report, this call does not appear as a failed agent greeting call.
For more information about Agent Greeting, see Capabilities.
With Whisper Announcement, agents can hear a brief prerecorded message just before they connect with each caller. The announcement plays only to the agent; the caller hears ringing (based on existing ringtone patterns) while the announcement plays. The announcement can contain information about the caller, such as language preference or customer status. This information helps the agent prepare for the call.
For the Whisper Announcement feature for Unified Mobile Agents, you require a Media Termination Point (MTP) resource on an incoming SIP device. .
A Unified Mobile Agent can use an analog, digital, or IP phone to handle calls.
When Unified Mobile Agent phones are located on a cluster and a SIP Trunk is used to connect the cluster to another cluster under Packaged CCE control, you must either use SIP phones as Mobile Agent phones or select mtp required on the Packaged CCE cluster to allow Mobile Agent calls to work.
To use Agent Greeting for Mobile Agents, you must configure external conference-bridge (hardware) resources. To estimate the number of required resources, you can use the following formula:
Number of conference bridge resources = Mobile Agent call rate × Average greeting time (in seconds)
For information about configuring external conference-bridge resources, see the dspfarm profile 1 for conference configuration section in the sample configuration gateway, listed in Media Termination Points configuration.
For information about using Agent Greeting from CTI OS Agent Desktop, see the note in Verify login.
CTI port requirements
You need two CTI ports (local and remote) for every logged-in Mobile Agent.
Unified Mobile Agent uses Unified CM CTI Port as a proxy for the agent's phone. When this proxy is set up, whenever a Mobile Agent is selected to handle a customer call, the following happens:
The call is directed to the CTI port extension.
Packaged CCE intercepts the call arriving on the CTI Port and directs Unified CM to connect the call to the Mobile Agent.
For Unified Mobile Agent to work properly, you must configure two CTI ports:
One port to serve as the agent's virtual extension.
During a prolonged Peripheral Gateway (PG) failover, if an agent takes call control action for a Unified Mobile Agent-to-Unified Mobile Agent call, the call can drop. This occurs because the activating PG might not have information for all agents and calls at that point.
Unified CM failover causes a Mobile Agent call to be lost.
The total number of Unified Mobile Agents is limited to 250. For more information about Unified Mobile Agent capability, see Cisco Packaged Contact Center Enterprise Product Specification.
Because Unified Mobile Agent adds processing steps to Unified CCE default functionality, Mobile Agents might experience some delay in screen popup windows.
The codec settings on the Peripheral Gateway and Voice Gateway must match. Perform the following procedure:
Launch the Peripheral Gateway Setup.
In the Peripheral Gateway Component Properties, select the UCM PIM and click Edit.
In the CallManager Parameters section, select the appropriate codec from the Mobile Agent Codec drop down list.
Figure 2. Mobile Agent Codec Selection
Unified Mobile Agent provides the following silent monitoring support:
Mobile Agent supports CTI OS server-based silent monitoring only. Unified CM-based silent monitoring is not supported.
Unified Mobile Agent requires that caller and agent voice gateways be on separate devices if silent monitoring is to be used.
Unified Mobile Agent does not support desktop monitoring.
Whenever silent monitoring is used on Unified Mobile Agent, caller and agent voice gateways must be on separate devices. Similarly, if MTP is enabled when silent monitoring is used, MTP resources for caller and agent must also be on separate devices.
The following is a list of unsupported features for Mobile Agent:
Unified CM-based Silent Monitoring
Unified Mobile Agent reporting
Unified Mobile Agent-specific call data is contained in the following Cisco Unified Intelligence Center reports: Agent Team Historical, Agent Real Time, and Agent Skill Group Historical. These “All Field” reports contain information in multiple fields that show what kind of call the agent is on (nonmobile, call by call, nailed connection) and the Unified Mobile Agent phone number.
The service level for Unified Mobile Agent calls might be different than the service level for local agent calls, because it takes longer to connect the call to the agent.
For example, a call by call Mobile Agent might have a longer Answer Wait Time Average than a local agent. This is because Packaged CCE does not start to dial the Mobile Agent phone number until after the call information is routed to the agent desktop. In addition, the customer call media stream is not connected to the agent until after the agent answers the phone.
Summary of Unified Mobile Agent system configuration tasks
The following table describes system configuration tasks for Unified Mobile Agent.
Table 1 Unified Mobile Agent System Configuration Tasks
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.
Do not assign MoH resources to local ports and remote CTI ports, because it might affect the system performance.
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. 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. 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. You must disable the hold tone.
Perform the following steps to disable the hold tone:
Log in to Unified CM Administration and navigate to System > Service Parameters.
Scroll down to the Tone on Hold Time field and set the value to 0.
Because Tone on Hold Time is a cluster-wide setting, it will be applied to all nodes, not just the currently selected node.
Configure Unified CM CTI ports for Unified Mobile Agent
Perform the following steps to configure CTI Ports.
In Unified CM Administration, select Device > Phone.
Click Add a New Phone.
From Phone Type, select CTI Port.
In Device Name, enter a unique name for the local CTI Port name; click OK when finished.
Using the naming convention format LCPyyyy:
LCP identifies the CTI Port as a local device.
yyyy is the local CTI Port.
The name LCP0000 represents the local port.
In Description, enter text that identifies the local CTI port.
Use the Device Pool drop-down list to choose where you want to assign the network CTI port. ( The device pool defines sets of common characteristics for devices.)
For Device Security Profile, select Cisco CTI Port - Standard SCCP Non-Secure Profile.
Click Apply config.
In the Association Information section, select Add a New DN.
Add a unique directory number for the CTI port you just created.
In Maximum Number of Calls, enter 2.
In Busy Trigger, enter 1.
When finished, click Save, and click Apply config.
Repeat the preceding steps to configure the network CTI port.
In Device Name, using the naming convention format RCPyyyy, 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.
yyyy is the network CTI port.
The name RCP0000 represents the local port.
The port number for both LCP and RCP must be the same even though the directory numbers are different.
In Description, enter text that identifies the network CTI port.
Use the Device Pool drop-down list to choose where you want to assign the network CTI port. (The device pool defines sets of common characteristics for devices.)
In the Association Information section, select Add a New DN.
Add a unique directory number for the CTI port you just created.
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.
In Unified CM Administration, select Application User.
Select a username and associate ports with it.
When finished, click Save.
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:
Open Configuration Manager.
Within Configuration Manager, open the Agent Targeting Rule tool.
On the Agent Targeting Rule tool screen, select your existing agent-targeting rules.
In the Extension Ranges section, add the range of line numbers for the LCP ports that you are using for your mobile agents.
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 Unified Mobile Agent will be logged in
longer than 12 hours, use the following instructions to either one of the following:
Increase the Maximum Call Duration Timer setting.
Disable the timer entirely.
If your Mobile Agent deployment uses intercluster trunks between your CTI ports and your mobile agent's phone, you must set these service parameters on both the local and remote Unified CM clusters.
In Unified CM Administration, choose System > Service Parameters.
In the Server drop-down list, choose a server.
In the Service drop-down list, choose Cisco CallManager Service.
The Service Parameters Configuration page appears.
In the Cluster-wide Parameters (Feature - General) section, specify a Maximum Call Duration Timer setting.
Agent Desk Setting configuration for Unified Mobile Agent
This section describes Agent Desk Settings you must modify to accommodate Unified Mobile Agent features.
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—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.
In Unified CM Administration click Media Resources > Media Termination Point.
Click Add New.
Choose Cisco IOS Enhanced Software Media Termination Point from the Media Termination Point Type drop-down list.
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 configuration line: associate profile 2 gw84mtp.
Choose the appropriate device pool.
Click Save and then click Apply config.
Navigate back to Media Termination Point and ensure that the newly added MTP is listed as being registered with <Unified CM subscriber IP address> in the Status column.
Repeat Steps 1 through 7 for each Cisco Call Manager server group you configured on each of your gateways.
Configure MTP resources in Unified CM
The following section explains how to create media resource groups and media resource group lists.
Navigate to Media Resources > Media Resource Group in Unified CM Administration.
Click Add New.
Specify a name and description.
From the Available Media Resources that you just created, move the 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_.
Navigate to Media Resources > Media Resource Group List.
Click Add New.
Move the Media Resource Group you just created from the Available Media Resource Groups to the Selected Media Resource Groups.
Associate a media resource group list with device pools
The following procedure shows how to associate a media resource group list (MRGL) with device pools.
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.
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
Unified CM-based software MTP's are used by default. However, these resources may sometimes be used to provide MTPs for Unified Mobile Agent calls without proper configuration, causing performance problems. For this reason, Cisco does not support the use of Unified CM-based software MTP's. You must add a special configuration so that they are not used, which quarantines them. Perform the following steps:
Create a new Media Resource Group (MRG) as a place holder.
Place the software MTPs in that MRG.
For further instructions, refer to the Unified CM help documentation.
Configure MTPs with SIP trunks
If you use SIP trunks, you must configure MTPs. 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.
Log in to Unified CM Administration and select Device > Trunk.
Select the trunk on which you want to configure MTPs.
At a minimum all trunks whose destination is unified CVP need to have this configuration. This requirement also applies to all TDM trunks that are used to connect to Mobile Agent phones through service providers.
Depending on the scenario listed below, perform the corresponding step. Note that if you configure trunk groups to dynamically insert MTPs, only the calls that require MTPs use them.
Insert MTPs for inbound and outbound calls through a given trunk: In the Trunk Configuration settings, check the Media Termination Point Required check box.
Dynamically allocate MTPs when Cisco Unified Intelligent Contact Management detects media or signaling incompatibility between the caller and called endpoints: In the Trunk Group Configuration settings, for the DTMF Signaling Method, select RFC2833.
Enable call progress tones for agent-initiated calls
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 you should configure the Unified CM to enable Early Offer.
Because Unified CM comes preconfigured with software MTP resources, these resources may sometimes be used to provide MTP for Unified Mobile Agent calls without proper configuration. Cisco does not support the use of Unified CM-based software MTP's and recommends that you quarantine them. (See Quarantine Unified CM software-based resources.) To ensure that the IOS-based MTP's are being used for Unified Mobile Agents, perform the following verification steps:
Install the Unified CM Realtime monitoring tool. This tool can be downloaded under Application > Plugins within Unified CM Administration.
Place a call to a logged-in Mobile Agent.
Open the Unified CM Realtime monitoring tool and navigate to System > Performance > Open Performance Monitoring.
Expand the nodes that are associated with your IOS-based MTP resources and choose Cisco MTP Device.
Double-click Resources Active and choose all of the available resources to monitor. This includes both IOS and Unified CM-based resources. Ensure that only the IOS-based resources are active during the Mobile Agent phone call. Also, ensure that all Unified UC-based MTP resources are not active.
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.
On the PG machine, open the Registry Editor (regedit.exe).
Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\,<InstanceName>\PG1A\PG\CurrentVersion\JGWS\jgw1\JGWData\Config\PlayMAConnectTone .
The Edit DWORD Value dialog box appears.
In the Value data: field, enter 1 to enable Mobile Agent Connect Tone and click OK.
Exit the Registry Editor to save the change, and cycle the PG service.
Administration and usage
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 popup window
Provides you with agent statistics and chat capability
CTI OS supports chat only between agents on the same peripheral.
Perform the following steps to log in to the CTI OS Agent Desktop.
From the desktop, click Login.
The CTI Login dialog box appears.
Figure 3. CTI Login
In the CTI Login dialog box, enter the following information in the corresponding fields:
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.
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.
Your supervisor assigns your this password.
The directory number for the local CTI port.
You must select this check box to log in as a Mobile Agent.
The dial number for the phone the agent intends to use.
The format for the phone number must follow the dial plan, for example, 91201-123-xxxx.
Select nailed connection.
The desktop automatically enters the state that is configured on the switch (either Ready or Not Ready) and the buttons for actions for that state are enabled.
For a nailed connection, the desktop must receive and answer a setup call before agent login is complete.
Perform the following procedure to verify your login.
Check to be sure that your desktop is in the Ready or Not Ready state.
Check to be sure the status bar of your Unified Mobile Agent Desktop displays the following:
Agent ID for the logged-in agent
Current Agent Status
The server that the desktop is connected to
Check to be sure the action buttons that are allowed for your current agent state are enabled.
If you log in as a Mobile Agent and want to make a phone call from CTI OS Agent Desktop, you must use the CTI Dialing Pad on the desktop.
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 ringtone on the CTI OS Agent Desktop:
The CTI Dialing Pad dialog box appears.
The Options dialog box appears.
Click the Mute Tones tab and uncheck the Ring Back check box.
This action disables the Mute setting of the ringback tone.
This setting remains in effect until you change it or log out. You need to repeat these steps each time you log in.
Finesse provides a browser-based desktop for agents and supervisors. Mobile agents can perform the same call control functions as Packaged CCE agents. Mobile supervisors can perform all call control functions except for silent monitoring.