Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 11 Sizing Cisco Unified Communications Manager Servers
Cisco Unified Mobile Agent
Cisco Unified Mobile Agent
Cisco Unified CCE 7.1 added a new feature called Cisco Unified Mobile Agent. Unified Mobile Agent
requires the use of two CTI ports per contact center call. One CTI port controls the caller endpoint, and
the other CTI port controls the selected agent endpoint. The actual RTP stream is between the two
endpoints and is not bridged through these two CTI ports. However, there is additional call processing
activity on Unified CM when setting up calls to mobile agents via these two CTI ports (when compared
with setting up calls to local Unified CCE agents).
requires the use of two CTI ports per contact center call. One CTI port controls the caller endpoint, and
the other CTI port controls the selected agent endpoint. The actual RTP stream is between the two
endpoints and is not bridged through these two CTI ports. However, there is additional call processing
activity on Unified CM when setting up calls to mobile agents via these two CTI ports (when compared
with setting up calls to local Unified CCE agents).
While mobile agents may essentially log in from any location (via the agent desktop) where they have a
high-quality broadband connection and a PSTN phone, they will still be associated logically with a
particular Unified CCE Peripheral and Unified CM cluster, even if the voice gateway used to call the
mobile agent is registered with a different Unified CM cluster. The agent desktop is configured with
the IP address of the PG and/or CTI server to which it is associated.
high-quality broadband connection and a PSTN phone, they will still be associated logically with a
particular Unified CCE Peripheral and Unified CM cluster, even if the voice gateway used to call the
mobile agent is registered with a different Unified CM cluster. The agent desktop is configured with
the IP address of the PG and/or CTI server to which it is associated.
For specific Unified CM node and cluster sizing for Unified CCE deployments, the Cisco Unified CM
Capacity Tool or the Unified Communications Sizing Tool must be used. When sizing the Unified CM
cluster, input the maximum number of simultaneously logged-in mobile agents. In cases where the
number of configured mobile agents is higher than the maximum number of simultaneous logged-in
mobile agents, the pairs of CTI ports configured for non-logged-in mobile agents should be taken into
consideration in the Cisco Unified CM Capacity Tool by entering CTI ports type 1 with a BHCA and
BHT of 0. This is similar to the method for taking into account non-logged-in local agent phones by
using the CTI 3rd-party controlled lines in the Cisco Unified CM Capacity Tool. As an alternative, or
when using the Cisco Unified Communications Sizing Tool, you can input all mobile agents (logged-in
and not logged-in mobile agents) into the Tool and adjust the BHCA and BHT per mobile agent
accordingly. The total BHCA and BHT should remain the same as when considering simultaneous
logged-in mobile agents with their actual BHCA and BHT.
Capacity Tool or the Unified Communications Sizing Tool must be used. When sizing the Unified CM
cluster, input the maximum number of simultaneously logged-in mobile agents. In cases where the
number of configured mobile agents is higher than the maximum number of simultaneous logged-in
mobile agents, the pairs of CTI ports configured for non-logged-in mobile agents should be taken into
consideration in the Cisco Unified CM Capacity Tool by entering CTI ports type 1 with a BHCA and
BHT of 0. This is similar to the method for taking into account non-logged-in local agent phones by
using the CTI 3rd-party controlled lines in the Cisco Unified CM Capacity Tool. As an alternative, or
when using the Cisco Unified Communications Sizing Tool, you can input all mobile agents (logged-in
and not logged-in mobile agents) into the Tool and adjust the BHCA and BHT per mobile agent
accordingly. The total BHCA and BHT should remain the same as when considering simultaneous
logged-in mobile agents with their actual BHCA and BHT.
For more details on Cisco Unified Mobile Agent architecture, deployment models, and Unified CCE
sizing, see the chapter on
sizing, see the chapter on