Cisco Cisco IPCC Web Option Design Guide

A call to the phone number supplied at mobile agent login is initiated from the remote CTI port 
statically associated (by the PG) with the local CTI port used at login. When the agent answers, the 
call is immediately placed on hold. Until this process completes, the agent is not considered logged 
in and ready.

A customer call arrives in the system and is queued for a skill group or an agent through normal ICM 
configuration and scripting. This processing is the same as for local agents.

When an agent is selected for the call, and if the agent happens to be a mobile agent, then the new 
processing for mobile agent begins.

The incoming call rings at the local CTI port used by the agent at login. The JTAPI gateway detects 
that the CTI port is ringing but has not immediately answered the call. The caller will hear ringing 
at this point.

The agent's desktop indicates a call is ringing, but the agent phone does not ring because it is already 
off hook. If the agent does not answer within the configured time, RONA processing will be 
initiated.

When the agent presses the answer button to accept the call, the customer call is answered and 
directed to the agent call media address. The agent call is then taken off hold and directed to the 
customer call media address.

When the call ends, the customer connection is disconnected and the agent connection is placed back 
on hold. The agent is set to ready, not ready, or wrap-up, depending upon agent configuration and 
agent desktop input.

A nailed-up agent can log off by using the desktop or by just hanging up the phone.

With a nailed-up connection, auto-answer is allowed.

A mobile agent nailed-up call can be terminated by the following two Unified CCM timers, and this 
termination can log out a nailed-up mobile agent:

Maximum Call Duration timer (the default value is 720 minutes)

Maximum Call Hold timer (the default value is 360 minutes)

To keep the mobile agent logged in, set the values for both these timers to 0, which makes the timer never 
expire.These timers can be configured from the Unified CCM Administration web page for the service 
parameters under the Cisco CallManager Service.

Cisco Unified Mobile Agents can log in to Unified CCE using any PSTN phone that gets routed to a 
Cisco Voice Gateway. That voice gateway may be registered with the same Unified CM cluster as the 
associated ICM Agent PG or may be registered with another Unified CM cluster. In addition to using a 
phone, a Cisco Unified Mobile Agent must use an agent desktop application.

Any voice gateway supported by Unified CM and Unified CCE is supported for mobile agents. Caller 
(ingress) and mobile agent (egress) voice gateways can be configured with either H.323, MGCP, or SIP, 
and a combination of voice gateway types is also supported. The ingress and egress voice gateways can 
be the same voice gateway if supervisory silent monitoring is not required.

Cisco Unified Mobile Agents can also log in using a Cisco IP Phone. The IP Phone could be configured 
for SIP or SCCP, and a mixture is also allowed.   This IP Phone may be registered with the same 
Unified CM cluster as the associated ICM Agent PG, or it may be registered with another Unified CM 
cluster. Calls to mobile agents may also originate from SIP or SCCP IP Phones.