Cisco Cisco E-Mail Manager Unity Integration Option Leaflet
6-6
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Architecture
Figure 6-2
Mobile Agent Call Scenarios
Consider the following factors when designing a Mobile Agent solution with Unified CCE 7.5(6) and
later releases:
later releases:
•
A media termination point (MTP) is required to support the Mobile Agent call flow if all of the
following conditions apply:
following conditions apply:
–
An SCCP IP phone is used as the Mobile Agent device.
–
The Mobile Agent CTI ports are located on a different cluster than the phone device.
–
A SIP trunk is used to connect the clusters.
•
Enabling the use of an MTP on an trunk will affect all calls that traverse that trunk, even
non-contact-center calls. Ensure that the number of available MTPs can support the number of calls
traversing the trunk.
non-contact-center calls. Ensure that the number of available MTPs can support the number of calls
traversing the trunk.
Consider the following factors when designing a Mobile Agent solution with releases prior to
Unified CCE 7.5:
Unified CCE 7.5:
•
When Unified CVP is involved in the call flow between two Mobile Agents, an MTP is required for
the call flow.
the call flow.
•
For call flows that involve two Mobile Agents in different PIMs, an MTP is required for the call
flow.
flow.
•
An MTP is required to support the Mobile Agent call flow if all of the following conditions apply:
–
An SCCP IP phone is used as the Mobile Agent device.
–
The Mobile Agent CTI ports are located on a different cluster than the phone device.
–
A SIP trunk is used to connect the clusters.
VPN
VPN
190010
PSTN
Caller
VoIP
WAN 1
Mobile Agent 3
972-2003
Unified CM
Cluster 1
M
M
Unified CCE
Central Controller
and PG
IP IVR
CTI Ports
Call Control / CTI
VoIP
Circuit Switched Voice
V
V
V
Mobile Agent 1
408-1001
Voice
Gateway
1B
Mobile Agent 2
x1002
VoIP
WAN 2
Unified
CCE Silent
Monitor Server
Unified
CCE AW
Voice
Gateway
1A
Voice
Gateway
2
Unified CM
Cluster 2
M
M
Unified
CCE Silent
Monitor Server
Mobile Agent 4
x2004