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:
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
does not ring when a call arrives.
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