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Cisco Unified Mobile Agent Interfaces Cisco Unified Mobile Agent Interfaces Cisco Agent Desktop 6-8 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 6 Cisco Unified Mobile Agent IP Phone Agent (IPPA) is not an applicable agent interface for mobile agents. IPPA is available only from JTAPI monitored and controlled phones that support XML applications. Cisco Agent Desktop 7.1 supports mobile agents. At agent login, if the mobile agent mode is selected, the mobile agent login dialog box is presented to the agent. The mobile agent must provide the local CTI port extension, a call mode, and a dialable phone number. (See Figure 6-3.) Figure 6-3 Mobile Agent Login Note The phone number supplied must route to a VoIP endpoint (voice gateway, IP phone, or intercluster trunk) in the same location as the CTI port pair used by the agent. Otherwise, call admission control will not work correctly. A supervisor using Cisco Supervisor Desktop (CSD) can view the state and real-time statistics for a mobile agent using Cisco Agent Desktop (CAD). A supervisor using Cisco Supervisor Desktop can also barge-in and intercept calls of mobile agents using Cisco Agent Desktop. A supervisor using CSD cannot manage agents (view statistics, silent monitor, record, barge-in, or intercept) using CTI-OS Toolkit applications. OL-8669-05
Chapter 6 Cisco Unified Mobile Agent OL-8669-05 Cisco Unified Mobile Agent Interfaces CAD Silent Monitoring and Recording Beginning with CAD 7.1(2), the Cisco Supervisor Desktop (CSD) can silent-monitor and record mobile agents using CAD SPAN port monitoring of the mobile agent voice gateway. The CAD SPAN port monitor server provides a mechanism to access an agents RTP stream when desktop monitoring is not possible (primarily for CAD mobile agents, CAD IP Phone Agents, or agents using lower-end IP phones without a data port for connection to the agent workstation). When a supervisor clicks the silent monitor button on the CSD application, the CSD application requests the SPAN port monitor server for that agent to forward a copy of both RTP streams for that agent to the CSD application. The CSD application then blends the two RTP streams and plays the resulting audio stream to the supervisor through the supervisor workstation speaker(s). Silent monitoring uses two one-way RTP streams flowing from the SPAN port monitor server to the CSD workstation. If the supervisor using CSD wants to record an agent using CAD, then the supervisor clicks the record button and the CSD application requests the recording server to request the appropriate SPAN port monitor server to forward a copy of both RTP streams to the CAD recording server to be saved onto disk. An agent can also request for a call to be recorded by clicking the record button (if enabled) on their CAD application. Clicking this button also sends a request to the recording server to request the appropriate SPAN port monitor server to forward a copy of both RTP streams to the recording server to be saved onto disk. When recording, there will be two one-way RTP streams flowing from the SPAN port monitor server to the CAD recording server. CAD SPAN port monitoring of the agent voice gateway is somewhat different than CAD SPAN port monitoring of local agent Cisco IP Phones. When SPANning a LAN segment with JTAPI monitored and controlled Cisco IP Phones being used by Unified CCE local agents, the CAD SPAN port monitoring software is searching for RTP packets with the MAC address of the local agent’s Cisco IP Phone. When SPANning a LAN segment with mobile agent voice gateways, the CAD SPAN port monitoring software is searching for RTP packets to and from the agent voice gateway IP address and port. A single CAD SPAN port monitor server can SPAN a network segment with both local agent Cisco IP Phones and multiple mobile agent voice gateways. The CAD SPAN port monitor server is intelligent enough to find an agent’s RTP stream, whether it is a local agent using a Cisco IP Phone or a mobile agent connected through an agent voice gateway. With CAD, a single CAD deployment for a PG instance can support up to five CAD SPAN port monitor servers. Voice gateways are statically mapped to a specific SPAN port monitor server, and multiple agent voice gateways can be mapped to the same SPAN port monitor server (assuming the network SPAN is set up accordingly). Unlike local CAD agents (which are statically associated in CAD administration to a SPAN port monitor server), mobile CAD agents are not mapped to a specific SPAN port monitoring server. Therefore, when a CAD agent (who is not using desktop monitoring) is a local agent, they must be using an IP phone on the appropriate LAN segment that is being SPANned by their associated SPAN port monitor server. However, when that same agent is logging in as a mobile agent, there is no need to worry about which voice gateway or SPAN port monitor server will be used to gain access to the RTP streams. The CAD SPAN port monitor server must run separate from the agent PG, and one NIC must be connected to the SPAN port of a Cisco Catalyst switch in order to capture the RTP streams. A second NIC interface on the SPAN port monitor server is also required to communicate with other Unified CCE components such as the CSD and the CAD recording server. There is no redundancy for SPAN port monitor servers. The CAD SPAN port monitor server supports both G.711 and G.729 RTP streams, but it cannot support encrypted RTP streams. CAD SPAN port monitoring of the ingress (or customer) voice gateway is not supported. CAD SPAN port monitoring of mobile agents using Cisco IP Phones is also not supported. For SPAN port monitoring to work, calls must pass through an egress (or agent) voice gateway, and the egress voice gateway must be a different voice gateway than the ingress voice gateway. Cisco Unified Contact Center Enterprise 7.x SRND 6-9
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Cisco Unified Contact Center Enterp
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