Packaged CCE and MRA Configuration
First Published: September 6, 2017
Updated: August 20, 2018
This page provides configuration information for Cisco Packaged Contact Center Enterprise (Packaged CCE) and Mobile and Remote Access (MRA).
Cisco Unified Communications MRA is a core part of the Cisco Collaboration Edge Architecture. It allows endpoints such as Cisco IP Phone 7800 and 8800 Series, Cisco DX Series, and Cisco Jabber to have their registration, call control, provisioning, messaging, and presence services provided by Cisco Unified Communications Manager (Unified CM) when the endpoint is not within the enterprise network. Cisco Expressway provides secure firewall traversal and lineside support for Unified CM registrations.
The intended audience should be able to perform system-level configuration of Cisco Collaboration components and deployments and be familiar with Cisco Collaboration products.
The configuration information is based primarily on system testing performed in the 11.6(1) Packaged CCE test bed during Cisco Collaboration Systems Release 12.0(1).
For information on design considerations and guidelines for deploying Packaged CCE, see: https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.
This section provides information about the Packaged CCE deployment. In the test bed, various components were tested.
The software versions used for testing:
■ Unified CVP: CVP11.6(1) Build=248
■ Unified CM: 184.108.40.206833-3
■ Unified CCE: 11.6.1 Build 545
■ PSTN IOS: c3900-universalk9-mz.SSA.157-2.0g.M
■ Cisco Finesse: 220.127.116.11000-255
■ Cisco Jabber: 11.9.o Build 52361
■ Cisco TelePresence Video Communication Server (VCS): X8.10Alpha3
Call Flow Diagram
This section provides the high-level tasks and related information for configuring Packaged CCE and MRA.
The following table provides this information:
■ Configuration Tasks: List of high-level configuration tasks
■ System Test Specifics: System test variations from procedures and settings documented in the product documentation.
■ More Information: Links to product documentation for detailed configuration information related to the high-level tasks.
Note: Default and recommended values specified in the product documentation were used during system testing, unless otherwise noted in the System Test Specifics column.
Table 1. Packaged CCE and MRA Configuration
System Test Specifics
1. Configure the Cisco VCS for MRA.
■ See test bed configuration details in figure below.
■ Both internal and external domain used in the configuration is apl.com.
■ All certificates are generated from windows Root CA (https://10.8.2.200/certsrv).
■ The following configuration scenarios were tested:
■ Remote agent with two client machines—one running Jabber with MRA and the other with Cisco Finesse desktop connected over VPN.
■ Remote agent with Jabber on mobile phone over MRA and client laptop running Cisco Finesse desktop connected over VPN.
■ Remote agent with Jabber soft phone on laptop connected through MRA and Cisco Finesse desktop running as a Xenapp thin client.
See Configure Mobile and Remote Access through Expressway/VCS in a Multi-Domain Deployment
Known Issues and Defects
There is one known issue related to Packaged CCE and MRA:
■ CSCve68106 - Conference failing with Jabber in MRA mode
■ For related installation and configuration information, see:
Table 2. Documentation Changes
August 20, 2018
In the Configuration section, added configuration scenarios that were tested.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.
All printed copies and duplicate soft copies are considered un-Controlled copies and the original on-line version should be referred to for latest version.
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco website at www.cisco.com/go/offices.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)
© 2018 Cisco Systems, Inc. All rights reserved.