Cisco Cisco E-Mail Manager Unity Integration Option Designanleitung
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Architecture
Another possible design for the Unified CM dial plan is to configure it so that all calls from the CTI ports
go through a specific gateway regardless of what phone number is being called. This configuration
would be desirable if you want a dedicated gateway for mobile agents to use. It is more easily managed,
but it is not necessarily the most efficient configuration from the perspective of PSTN trunk utilization.
go through a specific gateway regardless of what phone number is being called. This configuration
would be desirable if you want a dedicated gateway for mobile agents to use. It is more easily managed,
but it is not necessarily the most efficient configuration from the perspective of PSTN trunk utilization.
For additional information on dial plan design, refer to the Dial Plan chapter in the Cisco Unified
Communications SRND, available at
Communications SRND, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
Music on Hold Design
The local CTI ports must be configured with music on hold (MoH) if you want a caller to hear music
when an agent places the caller on hold. It is important to consider configuring the CTI ports with a
music source that is co-located with the agent VoIP endpoint to avoid having MoH streaming over a
WAN link unnecessarily. For the remote CTI port, Cisco recommends that you disable (turn off) Music
on Hold.
when an agent places the caller on hold. It is important to consider configuring the CTI ports with a
music source that is co-located with the agent VoIP endpoint to avoid having MoH streaming over a
WAN link unnecessarily. For the remote CTI port, Cisco recommends that you disable (turn off) Music
on Hold.
For additional information about MoH design, refer to the Music on Hold chapter in the Cisco Unified
Communications SRND, available at
Communications SRND, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
Codec Design
Media streams between the ingress and egress voice gateways can be G.711 or G.729, but not a mix,
because all CTI ports for a PG must advertise the same codec type. This requirement could result in
G.711 (instead of G.729) calls being sent across the WAN. If most calls are routed to agents in the same
location as the ingress voice gateway, then sending a few G.711 calls over the WAN might not be an
issue. The alternative is to make all mobile agent calls be G.729. If a very large portion of all Unified
CCE calls will always cross a WAN segment, then it probably makes sense to have all CTI ports
configured for G.729. However, it is not possible to have G.711 for some mobile agent calls and G.729
for others. A dedicated region is required for the CTI ports to ensure that all calls to and from this region
will use the same encoding format.
because all CTI ports for a PG must advertise the same codec type. This requirement could result in
G.711 (instead of G.729) calls being sent across the WAN. If most calls are routed to agents in the same
location as the ingress voice gateway, then sending a few G.711 calls over the WAN might not be an
issue. The alternative is to make all mobile agent calls be G.729. If a very large portion of all Unified
CCE calls will always cross a WAN segment, then it probably makes sense to have all CTI ports
configured for G.729. However, it is not possible to have G.711 for some mobile agent calls and G.729
for others. A dedicated region is required for the CTI ports to ensure that all calls to and from this region
will use the same encoding format.
From the perspective of silent monitoring, the CTI OS Supervisor Desktop can silently monitor G.711
or G.729. All mobile agents would have to use the same codec, but local agents on the supervisor’s team
could use a mix of codecs. For more details on silent monitoring, see
or G.729. All mobile agents would have to use the same codec, but local agents on the supervisor’s team
could use a mix of codecs. For more details on silent monitoring, see
.
For additional information on codec design considerations, refer to the Media Resources chapter in the
Cisco Unified Communications SRND, available at
Cisco Unified Communications SRND, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
DTMF Considerations with Mobile Agent
MTP resources might be required for mobile agents who will be consulting an IVR or other network
component that requires DTMF to navigate. The Mobile Agent feature relies on Cisco Unified CM
CTI ports, which do not support in-band DTMF (RFC 2833). If the endpoints being used by mobile
component that requires DTMF to navigate. The Mobile Agent feature relies on Cisco Unified CM
CTI ports, which do not support in-band DTMF (RFC 2833). If the endpoints being used by mobile