Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

With Cisco Unified Mobile Agent, administrators can configure agents to use either call-by-call dialing 
or a nailed connection, or the administrator can configure agents to choose at login time.

In a call-by-call dialing configuration, the agent's remote phone is dialed for each incoming call. When 
the call ends, the agent's phone is disconnected before the agent is made ready for the next call.

A basic call flow for this type of dialing is as follows:

At login, a mobile agent specifies their login name or agent ID, password, a local CTI port DN as 
the instrument (CTI OS) or extension (Cisco Agent Desktop), and a phone number at which to call 
them. This CTI port DN must be selected carefully by an administrator based upon the agent’s 
location. For more information on agent locations, see 

.

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 router uses the directory number for the agent's local CTI 
port as the routing label.

The incoming call rings at the agent's local CTI port. The ICM Agent PG is notified that the local 
CTI port is ringing but does not answer the call immediately. The caller will hear ringing at this 
point.

Simultaneously, a call to the agent is initiated from the remote CTI port for the selected agent. This 
process might take a while to complete, depending upon connection time. If the agent does not 
answer within the configured time, RONA processing will be initiated.

When the agent answers their phone by going off-hook, this second call is temporarily placed on 
hold. At that time, the original customer call will be 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. The 
result is an RTP stream directly between the two VoIP endpoints.

When the call ends, both connections are disconnected and the agent is set to ready, not ready, or 
wrap-up, depending upon agent configuration and agent desktop input.

If the agent phone is configured with voicemail, the voicemail should be disabled to allow RONA call 
processing to occur.

With call-by-call connection, an agent must answer the phone by going off hook. The answer button on 
the agent desktop will not be enabled.

Auto-answer is not possible with call-by-call connections because there is no call control mechanism to 
make the mobile agent phone go off hook.