Cisco Cisco IPCC Web Option Leaflet
6-7
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Architecture
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Enabling the use of an MTP on an trunk will affect all calls that traverse through 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.
Agent Location and Call Admission Control Design
The pair of CTI ports being used by a mobile agent must be configured in Unified CM with the same
location as the agent’s VoIP endpoint. Because a CTI Port is a virtual type of endpoint, it can be located
anywhere. System administrators need to be careful to set the proper location for the mobile agent CTI
ports. Call center supervisors also must ensure that the CTI port pair assigned to a mobile agent is in the
same location with the voice gateway (or VoIP endpoint) that will call the agent. If the location for the
CTI ports is set incorrectly or if a mobile agent is assigned a CTI port pair with a different location than
the voice gateway that will call the mobile agent, call admission will not be accounted for correctly.
location as the agent’s VoIP endpoint. Because a CTI Port is a virtual type of endpoint, it can be located
anywhere. System administrators need to be careful to set the proper location for the mobile agent CTI
ports. Call center supervisors also must ensure that the CTI port pair assigned to a mobile agent is in the
same location with the voice gateway (or VoIP endpoint) that will call the agent. If the location for the
CTI ports is set incorrectly or if a mobile agent is assigned a CTI port pair with a different location than
the voice gateway that will call the mobile agent, call admission will not be accounted for correctly.
For example, assume Mobile Agent 3 in
wants to be called at 972-2003, and the dial plans
for Unified CM clusters 1 and 2 are configured to route calls to 972-2003 via Voice Gateway 2. Under
normal operations, Agent 3 should log in using a CTI Port pair configured with the same location as the
intercluster trunk from Cluster 1 to Cluster 2. This configuration would allow for call admission control
to properly account for calls to this mobile agent across VoIP WAN 2. If Agent 3 were to log in using a
CTI Port pair with the same location as Voice Gateway 1B, then call admission control would incorrectly
assume that the call was traversing VoIP WAN 1 instead of VoIP WAN 2.
normal operations, Agent 3 should log in using a CTI Port pair configured with the same location as the
intercluster trunk from Cluster 1 to Cluster 2. This configuration would allow for call admission control
to properly account for calls to this mobile agent across VoIP WAN 2. If Agent 3 were to log in using a
CTI Port pair with the same location as Voice Gateway 1B, then call admission control would incorrectly
assume that the call was traversing VoIP WAN 1 instead of VoIP WAN 2.
Call admission control sees this mobile agent call as two completely separate calls. Call leg 1 is the call
from the caller to the agent’s local CTI port, and call leg 2 is the call from the remote CTI port to the
agent. Because the CTI ports are in the same location as the agent endpoint, call admission control counts
only the call from the caller location to the agent location (just like a normal call). This is why it is
important for an agent to use CTI ports for their current location.
from the caller to the agent’s local CTI port, and call leg 2 is the call from the remote CTI port to the
agent. Because the CTI ports are in the same location as the agent endpoint, call admission control counts
only the call from the caller location to the agent location (just like a normal call). This is why it is
important for an agent to use CTI ports for their current location.
From the perspective of call admission control locations for the mobile agent CTI ports, there are three
deployment scenarios. In
deployment scenarios. In
, Agent 1 needs to use CTI ports configured in the same location as
the egress voice gateway (Voice Gateway 1B) that will call the agent. Agent 2 needs to use CTI ports
configured in the same location as the ingress voice gateway (Voice Gateway 1A). Agents 3 and 4 both
need to use CTI ports in the same location as the intercluster trunk from Cluster 1 to Cluster 2. For each
location possibly used by mobile agents, there must be a pool of local and remote CTI ports. The three
pools of CTI ports shown in
configured in the same location as the ingress voice gateway (Voice Gateway 1A). Agents 3 and 4 both
need to use CTI ports in the same location as the intercluster trunk from Cluster 1 to Cluster 2. For each
location possibly used by mobile agents, there must be a pool of local and remote CTI ports. The three
pools of CTI ports shown in
are shown to be co-located with the VoIP endpoint type for the
agent (voice gateway or IP phone).
this configuration would allow agents in remote locations to be called from local voice gateways that are
associated with a different Unified CM cluster. However, a monitoring server would be required at the
remote site with the agent (egress) voice gateway if silent monitoring were required. For more details
on silent monitoring, see
associated with a different Unified CM cluster. However, a monitoring server would be required at the
remote site with the agent (egress) voice gateway if silent monitoring were required. For more details
on silent monitoring, see
For additional information on call admission control design, refer to the Call Admission Control chapter
in the Cisco Unified Communications SRND, available at
in the Cisco Unified Communications SRND, available at