Cisco Unified Contact Center Enterprise Solution Reference ...

Cisco Unified Mobile Agent Architecture
6-2
Figure 6-1 Cisco Unified Mobile Agent Architecture
Caller
M
M
Unified
CallManager
Cluster
IP IVR/CVP
Unified CCE
Central Controller
and PG
Cisco Unified Contact Center Enterprise 7.x SRND
PSTN
V V
Unified CCE
AW, HDS
WebView Server
Unified CCE
Mobile Agent
VPN
Internet
CTI Ports
Call Control / CTI
VoIP
Circuit Switched Voice
Chapter 6 Cisco Unified Mobile Agent
The two CTI ports (local and remote) are logically and statically linked within the PG software via the
documented naming convention required. The CTI Ports are registered at PG initialization. Call
observers are added for these two CTI Ports when a mobile agent logs in using these CTI Ports. Call
control for the CTI Ports (and thus the call) is provided by the PG. As mentioned earlier, the voice path
is between the two voice gateways.
When a mobile agent is in the office, the agent can log in as a non-mobile agent from a JTAPI monitored
and controlled phone, using the same agent ID. (This document refers to these non-mobile agents as local
agents.) Historical call reporting does not distinguish between calls handled as a mobile agent and those
handled as a local agent.
Unified CCE 7.1 and mobile agent functionality are supported with Cisco Unified CallManager 4.1(3)
or later 4.x release and Cisco Unified CallManager 5.0(2) or later 5.x release.
Mobile Agent functionality is supported with both the System PG and Generic PG.
Queueing calls to mobile agents is supported with both Cisco Unified IP IVR and Unified CVP.
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