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.
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.
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.
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.
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.
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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 |
This manual uses the following conventions:
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
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