Cisco Cisco IPCC Web Option Leaflet
6-5
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Architecture
Mobile Agent Connect Tone for Nailed Connection Mobile Agent
The Cisco Unified Mobile Agent connect tone provides an audible indication when a call is delivered to
the nailed connection mobile agent. The connection tone is two beeps, which the nailed connection
mobile agent will hear upon answering a call. This feature is turned off by default; for information on
how to enable the Mobile Agent connect tone, refer to the Cisco Unified Contact Center Enterprise
Release Notes available at
the nailed connection mobile agent. The connection tone is two beeps, which the nailed connection
mobile agent will hear upon answering a call. This feature is turned off by default; for information on
how to enable the Mobile Agent connect tone, refer to the Cisco Unified Contact Center Enterprise
Release Notes available at
Supported Mobile Agent and Caller VoIP Endpoints
Cisco Unified Mobile Agents can log in to Unified CCE using any PSTN phone that gets routed to a
Cisco Voice Gateway. That voice gateway may be registered with the same Unified CM cluster as the
associated ICM Agent PG or may be registered with another Unified CM cluster. In addition to using a
phone, a Cisco Unified Mobile Agent must use an agent desktop application.
Cisco Voice Gateway. That voice gateway may be registered with the same Unified CM cluster as the
associated ICM Agent PG or may be registered with another Unified CM cluster. In addition to using a
phone, a Cisco Unified Mobile Agent must use an agent desktop application.
Any voice gateway supported by Unified CM and Unified CCE is supported for mobile agents. Caller
(ingress) and mobile agent (egress) voice gateways can be configured with either H.323, MGCP, or SIP,
and a combination of voice gateway types is also supported. The ingress and egress voice gateways can
be the same voice gateway if supervisory silent monitoring is not required.
(ingress) and mobile agent (egress) voice gateways can be configured with either H.323, MGCP, or SIP,
and a combination of voice gateway types is also supported. The ingress and egress voice gateways can
be the same voice gateway if supervisory silent monitoring is not required.
Cisco Unified Mobile Agents can also log in using a Cisco IP Phone. The IP Phone could be configured
for SIP or SCCP, and a mixture is also allowed. This IP Phone may be registered with the same
Unified CM cluster as the associated ICM Agent PG, or it may be registered with another Unified CM
cluster. Calls to mobile agents may also originate from SIP or SCCP IP Phones.
for SIP or SCCP, and a mixture is also allowed. This IP Phone may be registered with the same
Unified CM cluster as the associated ICM Agent PG, or it may be registered with another Unified CM
cluster. Calls to mobile agents may also originate from SIP or SCCP IP Phones.
If an agent is using an IP Phone on the same cluster as the associated ICM Agent PG, it is advantageous
from the perspective of Unified CM performance for the agent to utilize Extension Mobility instead of
the Mobile Agent feature. However, that IP Phone device would have to be associated with the ICM
JTAPI user, and there is a small performance hit on Unified CM for making that association.
from the perspective of Unified CM performance for the agent to utilize Extension Mobility instead of
the Mobile Agent feature. However, that IP Phone device would have to be associated with the ICM
JTAPI user, and there is a small performance hit on Unified CM for making that association.
, voice gateways 1A and 1B both register with cluster 1, and voice gateway 2 registers with
cluster 2. The call arrives into ingress voice gateway 1A and can be routed to any of the four agents.
Mobile agent 4's IP phone (not monitored and controlled by JTAPI) registers with cluster 2, and there is
no PG for cluster 2. If silent monitoring of mobile agent 3 is required, then a silent monitoring server
must be deployed for agents connecting through voice gateway 2.
Mobile agent 4's IP phone (not monitored and controlled by JTAPI) registers with cluster 2, and there is
no PG for cluster 2. If silent monitoring of mobile agent 3 is required, then a silent monitoring server
must be deployed for agents connecting through voice gateway 2.