With the Extend
and Connect feature, Unified Contact Center Express agents and supervisors can
work from a remote location using any device.
This feature gives
the user (agent or supervisor) the flexibility to answer or make calls using
devices that are connected to the PSTN or to mobile or other PBX networks.
Extend and Connect functions by leveraging CTI remote device and persistent
connection features of Cisco Unified Communications Manager (CUCM).
You can enable the Extend and Connect feature through the Cisco Jabber client by selecting only the Extend mode. This feature provide the following connections:
CTI remote device—CTI remote devices are Unified CCX off-cluster devices for users that can be connected to any of the third-party networks, such as PSTN, mobile, or PBX.
Persistent connection—Unified CCX users use this feature to set up a persistent call connection to remote destination. The advantage of this connection is that call establishment to the remote destination is much faster.
Cisco IM and Presence node details on Call Manager before you install Cisco IM
and Presence. From Cisco Unified CM Administration on the publisher node,
> Server > Server
Type and then choose
CUCM IM and
Settings section, select
Enable User for Unified CM IM and Presence (Configure IM and
Presence in the associated UC Service Profile) and then in
Service Profile, select the profile that you created.
Mobile Information section, select
Standard CCM End user and
Standard CTI enabled.
Management > Assign Presence End Users.
User ID that you want to set up and then choose
Assign Selected Users.
Unified CCX makes
a persistent connection call to the agent's remote phone when an agent logs in
to the agent desktop.
The agent must
first answer the persistent connection call and then change the status to Ready
in the agent desktop to answer the incoming call.
the persistent connection, the call remains connected until the Maximum Call
Duration timer expires or until the agent logs out, provided that no other
problems occur in the remote destination network. You must specify to match the
time on the Maximum Call Duration timer with your company shift time or specify
more than your company shift time. If the persistent connection gets
disconnected, it retries until the connection is established.
Announcement for Persistent Connection Call
When an agent
answers persistent connection call, make an announcement to the agent
indicating that the persistent connection must be retained so that further
calls from or to customers are established over persistent connection.
If the agent's
remote device supports Caller ID display, it displays
Mode as the caller name, which indicates a persistent connection
By default, the
Cisco Unified Communications Manager has announcements created. Unified CCX,
through JTAPI communication to Cisco Unified Communications Manager, calls the
Connection Prompt. You must create the
Connection Prompt customized announcement ID.
Add a customized prompt to the created UCCX Persistent Connection Prompt, click Upload Files and select the desired prompt (.wav file).
When the announcement is played, the Caller ID information on agent's remote phone changes to Voice Connect.
If no announcement ID is created, Cisco Unified Communications Manager does not play any announcement to the agent when the persistent call is answered.
An agent can
configure a sound alert to notify an incoming call when the customer calls are
routed through Persistent Connection Calls of the agents.
To receive the
sound alert, in Cisco Unified Communications Manager, configure the
Announcement ID as
Call Prompt. When the Announcement ID is configured, Unified CCX plays the
announcement before the call is routed to a desktop. If you do not configure an
Announcement ID, Unified CCX does not play an announcement, and then the agent
relies on desktop signal for an incoming call.
Call Prompt in the English language in Cisco Unified Communications