Cisco Unified Contact Center Enterprise Solution Reference ...

OL-8669-05
Cisco Unified Mobile Agent
CHAPTER
Cisco Unified Contact Center Enterprise 7.x SRND
6
Cisco Unified Mobile Agent is a new feature in Unified CCE Release 7.1. It 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 CallManager JTAPI.
Cisco Unified Mobile Agent Architecture
Cisco Unified Mobile Agent uses a pair of CTI ports that function as proxies for the mobile agent phone
(or endpoint) and the caller phone (or endpoint). Two CTI ports (local and remote) are required for
every logged-in mobile agent, and the two CTI ports take the place of the Cisco IP Phone monitored and
controlled by Cisco Unified CallManager JTAPI. The local CTI port DN is used by the agent at login
and is where callers are routed when this agent is selected. The remote CTI port calls the agent either at
login for a nailed-up connection or upon being selected for a call-by-call connection. Then, via media
redirection, the CTI ports signal for the two VoIP endpoints to stream RTP packets directly, with no
further involvement from the CTI ports until further call control (transfer, conference, hold, retrieve, or
release) is required. Any subsequent call control must be performed from the agent desktop application.
The PG will then transmit the necessary subsequent call control via JTAPI to Cisco Unified CallManager
for the two CTI ports to do whatever is needed to the media of the call. (See Figure 6-1.)
6-1