Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
Chapter: Preface
Preface
- 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:
 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:
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
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mailto: ccbu_docfeedback@cisco.com
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