Contents

• Preface
• Purpose
• Audience
• Organization
• Related documentation
• Product naming conventions
• Conventions
• Documentation and support
• Documentation feedback

Preface

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• Purpose
• Audience
• Organization
• Related documentation
• Product naming conventions
• Conventions
• Documentation and support
• Documentation feedback

Purpose

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

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

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

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

Audience

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

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

Organization

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

Section	Description
Part 1: Cisco Unified Mobile Agent	This section contains the following: Introduction to Cisco Unified Mobile Agent for Cisco Unified CCE/CCH System Configuration for Cisco Unified Mobile Agent
Part 2: Using Unified Mobile Agent in Your Contact Center	This section contains the following: Unified Mobile Agent for Agents Unified Mobile Agent for Supervisors
Part 3: Configuration and Troubleshooting for Remote Agent	This section describes Remote Agent deployment models.

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

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

Related documentation

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

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

• For documentation for the preceding Cisco Unified Contact Center products, go to http://www.cisco.com/cisco/web/psa/default.html, click Voice and Unified Communications, then click Customer Collaboration, then click Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, and then click the product or option you are interested in.
• For troubleshooting tips for the Cisco Unified Contact Center products mentioned above, go to http://docwiki.cisco.com/wiki/Category:Troubleshooting, and then click the product or option you are interested in.
• You can access documentation for Cisco Unified Communications Manager from: http://www.cisco.com/cisco/web/psa/default.html.
• You can access Technical Support documentation and tools from: http://www.cisco.com/en/US/support/index.html.
• You can access the Product Alert tool from (login required): http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.
• For more information about the Cisco software support methodology, see Software Release and Support Methodology: ICM/IPCC available at (login required): http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html.
• For more information about language localizations, see the Cisco Unified ICM/Contact Center Product and System Localization Matrix available at the bottom of the following page: http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html.

Product naming conventions

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

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

Old Product Name	New Name (long version)	New Name (short version)
Cisco IPCC Enterprise Edition	Cisco Unified Contact Center Enterprise	Unified CCE
Cisco System IPCC Enterprise Edition	Cisco Unified System Contact Center Enterprise	Unified SCCE
Cisco IPCC Hosted Edition	Cisco Unified Contact Center Hosted	Unified CCH
Cisco Intelligent Contact Management (ICM) Enterprise Edition	Cisco Unified Intelligent Contact Management Enterprise	Unified ICME
Cisco Intelligent Contact Management (ICM) Hosted Edition	Cisco Unified Intelligent Contact Management Hosted	Unified ICMH
Cisco CallManager/Cisco Unified CallManager	Cisco Unified Communications Manager	Unified CM

Conventions

This manual uses the following conventions:

Convention	Description
boldface font	Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find. Click Finish.
italic font	Italic font is used to indicate the following: To introduce a new term; for example: A skill group is a collection of agents who share similar skills. For emphasis; for example: Do not use the numerical naming convention. A syntax value that the user must replace; for example: IF (condition, true-value, false-value) A book title; for example: Refer to the Cisco CRS Installation Guide.
window font	Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays; for example: <html><title>Cisco Systems, Inc.</title></html> Navigational text when selecting menu options; for example: ICM Configuration Manager > Tools > Explorer Tools > Agent Explorer
< >	Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password.

Documentation and support

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

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

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

Documentation feedback

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

mailto: ccbu_docfeedback@cisco.com

We appreciate your comments.