Cisco Packaged Contact Center Enterprise Features Guide, Release 10.5(1)
Mobile Agent
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Mobile Agent

Contents

Mobile Agent

Capabilities

Cisco Unified Mobile Agent Description

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.

Nailed Connections

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:

  1. 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.

  2. 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.

  3. 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.)

  4. 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.

  5. 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.

  6. When the call ends, the customer connection is terminated and the agent state returns to Ready.

Connect Tone

The Connect Tone feature in the nailed connection mode enables the system to play a tone to the Mobile Agent through the agent's headset to let the agent know when a new call is connected.

Connect Tone is particularly useful when Auto Answer is enabled or the agent is an Outbound agent. Here are its features:

  • An audible tone (two beeps) is sent to the Mobile Agent headset when the call to the nailed connection Mobile Agent is connected. It is a DTMF tone played by Unified CM and cannot be modified.

  • The Connect Tone plays only when the nailed connection Mobile Agent receives a call, as in the following examples:

    • The agent receives a consultation call.

    • The agent receives an outbound call.

  • The Connect Tone does not play when the Mobile Agent initiates a call, as in the following examples:

    • The agent makes a call.

    • The agent makes the consultation call.

    • Outbound direct preview call is made.

    • Supervisor barge-in call is made.

Agent Greeting and Whisper Announcement

The Agent Greeting and Whisper Announcement features are available to Unified Mobile Agents. The following sections explain more about how these features apply to Unified Mobile Agents.

Agent Greeting

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.

Limitations

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.

    Note


    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.

Whisper Announcement

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.

Configuration Requirement

For the Whisper Announcement feature for Unified Mobile Agents, you require a Media Termination Point (MTP) resource on an incoming SIP device. .

For more information about Whisper Announcement, see Whisper Announcement Capabilities.

Feature Requirements

Phone Requirements

A Unified Mobile Agent can use an analog, digital, or IP phone to handle calls.


Note


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.

Conference Requirements

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.

  • The other port to initiate calls to the agent.

Important Considerations

Before you proceed, consider the following Unified Mobile Agent limitations and recommendations:

Failover

  • 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.

Performance

  • 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.

Codec

The codec settings on the Peripheral Gateway and Voice Gateway must match. Perform the following procedure:
  1. Launch the Peripheral Gateway Setup.

  2. In the Peripheral Gateway Component Properties, select the UCM PIM and click Edit.

  3. In the CallManager Parameters section, select the appropriate codec from the Mobile Agent Codec drop down list.

    Figure 2. Mobile Agent Codec Selection



Silent Monitoring

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.

Unsupported Features

The following is a list of unsupported features for Mobile Agent:

  • Web Callback

  • Unified CM-based Silent Monitoring

  • Agent Request

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.


Note


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.


Initial setup

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

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 CTI OS

Cisco CTI OS Configuration for Unified Mobile Agent

Configure Media Termination Points

Media Termination Points Configuration

Unified CM CTI Port Configuration and Mapping for Unified Mobile Agent

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.

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.

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:
  1. Log in to Unified CM Administration and navigate to System > Service Parameters.

  2. Scroll down to the Tone on Hold Time field and set the value to 0.

  3. Click Save.

    Note


    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.

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 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.

    Step 6   In Description, enter text that identifies the local CTI port.
    Step 7   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.)
    Step 8   For Device Security Profile, select Cisco CTI Port - Standard SCCP Non-Secure Profile.
    Step 9   Click Save.
    Step 10   Click Apply config.
    Step 11   In the Association Information section, select Add a New DN.
    Step 12   Add a unique directory number for the CTI port you just created.
    Step 13   In Maximum Number of Calls, enter 2.
    Step 14   In Busy Trigger, enter 1.
    Step 15   When finished, click Save, and click Apply config.
    Step 16   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.

    Note   

    The port number for both LCP and RCP must be the same even though the directory numbers are different.

    Step 17   In Description, enter text that identifies the network CTI port.
    Step 18   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.)
    Step 19   Click Save.
    Step 20   In the Association Information section, select Add a New DN.
    Step 21   Add a unique directory number for the CTI port you just created.
    Step 22   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.
      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 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.

        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 Cisco CallManager Service.

          The Service Parameters Configuration page appears.

          Step 4   In the Cluster-wide Parameters (Feature - General) section, specify a Maximum Call Duration Timer setting.
          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.

          Configure Desk Settings with Unified CCE Administration

          This section describes Desk Settings configuration settings you should specify in Unified CCE Administration 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   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 6   Click Save.

            Associate Desk Setting with a Mobile Agent

            After you have configured agent desk settings, you need to associate the desk setting with a mobile agent.

            Procedure
              Step 1   Access Unified CCE Administration.
              Step 2   Select Manage > Agents.

              The List of Agents window appears.

              Step 3   Select the agent that you want to associate.

              The Edit <agent> window appears.

              Step 4   In the Desk Settings box, select the desk setting that has the Mobile Agent enabled.
              Step 5   Click Save.

              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.

              CTI OS Installation and Unified Mobile Agent

              To configure Mobile Agent, run the CTI OS server setup by double-clicking <drive-letter>:\icm\CTI_OS\bin\setup.exe from Unified CCE call server.

              During the peripheral identification step of CTI OS Server installation, follow these steps:
              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.

              Call Delivery Mode and Agent Profiles

              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—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.

              The following table lists the steps in configuring MTPs in Unified CM. Make sure you have completed the tasks in the checklist.

              Table 2 Checklist for Unified CM SIP Trunk Configuration

              Check when done

              Task

              Add MTP resources to Unified CM

              Configure MTP resources in Unified CM

              Associate a Media Resource Group List with Device Pools

              Quarantine Unified CM software-based resources

              Configure MTPs with SIP Trunks

               

              Enable Call Progress Tones for Agent-Initiated Calls

              Verify MTP Resource Utilization

              Add MTP resources to Unified CM

              Perform these steps to add 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 configuration 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 that 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 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.

                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 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 a Media Resource Group List with Device Pools

                  The following procedure shows how to associate a media resource group list (MRGL) 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

                    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:

                    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.


                      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.

                      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.

                        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.

                        Step 3   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.

                        For information on configuring the Unified CM, see the Unified CM product documentation at http:/​/​www.cisco.com/​en/​US/​products/​sw/​voicesw/​ps556/​tsd_​products_​support_​series_​home.html. Ringback and other call progress tones are not generated by the Cisco Annunciator, 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 RFC 2833 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 athttp:/​/​docwiki.cisco.com/​wiki/​Compatibility_​Matrix_​for_​Unified_​CCE .

                        Verify MTP Resource Utilization

                        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:

                        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 nodes 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 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.
                          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\,<InstanceName>\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.

                            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


                              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 Cisco Unified ICM/Contact Center Enterprise & Hosted CTI OS Agent Desktop User Guide at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​tsd_​products_​support_​series_​home.html.

                            Log in to CTI 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 3. CTI Login



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

                              Option

                              Description

                              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.

                              Mobile Agent

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

                              Phone Number

                              The dial number for the phone the agent intends to use.

                              Note    The format for the phone number must follow the dial plan, for example, 91201-123-xxxx.

                              Call Mode

                              Select nailed connection.

                              Step 3   Click OK.

                              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.

                              Note    For a nailed connection, the desktop must receive and answer a setup call before agent login is complete.

                              Verify Login

                              Perform the following procedure to verify your login.

                              Procedure
                                Step 1   Check to be sure that your desktop is in the Ready or Not Ready state.
                                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.
                                Note   

                                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.


                                Enable Ringtone

                                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:

                                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 uncheck 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.

                                  Cisco Finesse

                                  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.

                                  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 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.

                                    Option

                                    Description

                                    ID

                                    The agent ID.

                                    Password

                                    Your supervisor assigns your this password.

                                    Extension

                                    The agent's extension.

                                    Sign in as Unified Mobile Agent

                                    Select to sign in as a Unified Mobile Agent.

                                    Mode

                                    Nailed Connection is the only available selection.

                                    Dial Number

                                    The number of the phone being used.

                                    Step 8   Click Sign In.
                                    Note   

                                    In Nailed Connection mode, the desktop must receive and answer a setup call before 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 (Nailed Connection)

                                    • The dial number you provided


                                    Enable Ready State

                                    You must be in Ready state to process incoming calls. Choose Ready from the drop-down list below the agent name.

                                    Note


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


                                    Make 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 make 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.