Cisco Unified Mobile Agent enables an agent who uses any Public Switched Telephone Network (PSTN) phone and a broadband VPN connection (for agent desktop communications) to function like an agent located in a formal call center who uses a Cisco IP Phone that is monitored and controlled by Cisco Unified Communications Manager (CUCM) Java Telephony Application Programming Interface (JTAPI). Cisco Unified Mobile Agent allows system administrators to configure agents to use either call-by-call dialing or a nailed connection. In call-by-call mode, the Mobile Agent's phone is dialed for each incoming call. When the call ends, the Mobile Agent's phone is disconnected before it is made ready for the next call. This document tracks an inbound call to a call-by-call mobile agent in JTAPI Gateway (JGW) and CUCM logs. This involves two call legs, one from the customer to the Local CTI Port (LCP) and one from the Remote CTI Port (RCP) to the agent. The objective is to capture how the JGW gets CUCM to bridge the two call legs.
There are no specific requirements for this document.
The information in this document is based on these software and hardware versions:
Unified Contact Center Enterprise Version 10.0
CUCM Version 10.0
Both agent and customer phones are extensions on a Communications Manager Express (CME) connected through ISDN PRI to the CUCM-connected gateway.
LCP : LCP5000F0001, DN 6001 RCP : RCP5000F0001, DN 6101 Agent mobile number : 2003 Caller number: 2001 PG IP Address: 10.106.81.68 CVP IP Address:10.106.81.69
High-Level Call Flow
Caller 2001 on CME dials 9001, which points to Gateway (GW) (10.106.61.162). GW dial peer points to Customer Voice Portal (CVP).
CVP sends a route request to Intelligent Contact Manager (ICM), and ICM returns the Mobile Agent label, which is LCP port Dialed Number (DN) 6001.
CVP sends invite to CUCM. While the LCP port rings, the JTAPI Gateway (JGW) instructs CUCM to call agent phone 2001 from RCP 6101.
Once the agent answers, the agent leg is connected to Music-on-Hold (MoH).
JGW instructs CUCM to answer the inbound call that rings on the LCP port.
Once the LCP leg is connected, JGW instructs CUCM to retrieve the agent leg.
JGW passes on the Real-Time Transport Protocol (RTP) IP address/port details from the customer leg to the agent leg and vice versa.
CUCM bridges the two legs and establishes the RTP path between the agent and the customer.
This analysis starts from Step 3, when the call lands on the CUCM LCP port. Each JGW snippet is immediately followed by the CUCM log snippet that corresponds identified by the headers JGW and CUCM respectively.
Use these debug levels in order to troubleshoot the JGW messaging and the Session Initiation Protocol (SIP) signaling that corresponds on CUCM:
On the Agent Peripheral Gateway (PG), use the Procmon utility in order to turn up tracing for the JGW process: