Cisco Cisco IPCC Web Option Leaflet

In nailed connection mode, the agent is called once at login, and the line stays connected through 
multiple customer calls.

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

At login, a mobile agent specifies their 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 should be preselected by an administrator based upon the agent’s location.

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 connection mobile agent can log off by using the desktop or by just hanging up the phone.

With a nailed connection, auto-answer is allowed.

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

In a deployment with a firewall, if an agent in a nailed connection mode is idle longer than the firewall 
H.323 Timeout value (which is typically 5 minutes), the media stream could be blocked by the firewall 
when the firewall H.323 timeout expires. To prevent this, increase the firewall H.323 timeout value.