Cisco Cisco E-Mail Manager Unity Integration Option Design Guide
C H A P T E R
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Cisco Unified Mobile Agent
Cisco Unified Mobile Agent is a new feature in Cisco 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 Communications Manager (Unified CM) JTAPI.
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 Communications Manager (Unified CM) JTAPI.
What's New in This Chapter
releases of this document.
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 Unified CM 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 Unified CM for the two CTI ports to do whatever is
needed to the media of the call. (See
(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 Unified CM 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 Unified CM for the two CTI ports to do whatever is
needed to the media of the call. (See
Table 6-1
New or Changed Information Since the Previous Release of This Document
New or Revised Topic
Described in:
Cisco Unified Border Element
DTMF considerations for Mobile Agent