Cisco Cisco IPCC Web Option Design Guide

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.

For additional information on dial plan design, refer to the Dial Plan chapter in the Cisco Unified 
Communications SRND, available at 

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.

For additional information about MoH design, refer to the Music on Hold chapter in the Cisco Unified 
Communications SRND, available at 

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.

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 

.

For additional information on codec design considerations, refer to the Media Resources chapter in the 
Cisco Unified Communications SRND, available at 

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