Cisco Cisco IPCC Web Option Leaflet

As mentioned in the previous section, the Unified CM dial plan must be configured in such a way to 
ensure that, when the remote CTI port calls the phone number supplied by the mobile agent at login, it 
routes to a voice gateway in the same location as the mobile agent CTI ports. Otherwise, call admission 
control accounting will not work correctly.

Another possible design for the Unified CM dial plan is to configure it so that all calls from the CTI ports 
go through a specific gateway regardless of what phone number is being called.   This configuration 
would be desirable if you want a dedicated gateway for mobile agents to use. It is more easily managed, 
but it is not necessarily the most efficient configuration from the perspective of PSTN trunk utilization.

For additional information on dial plan design, refer to the Dial Plan chapter in the Cisco Unified 
Communications SRND, available at

If you want a caller to hear music when a mobile agent places the caller on hold, you should assign MoH 
resources to the ingress voice gateway or trunk that is connected to the caller, as you would do with 
traditional agents. The user or network audio source is specified on the local CTI port configuration. 
Likewise, if you want a mobile agent to hear music when the agent is put on hold, you should assign 
MoH resources to the egress voice gateway or trunk that is connected to the mobile agent. In that case, 
the user or network audio source is specified on the remote CTI port configuration.

Cisco recommends that you do not assign MoH resources to local and remote CTI ports because it is 
unnecessary and might have some performance impact on the system.

A Mobile Agent remote call over a nailed connection will be put on hold when there is no active call to 
the agent. In general, Cisco recommends enabling MoH to the mobile agent phone for nailed connection 
calls. If MoH resources are an issue, multicast MoH services should be considered.

If MoH is disabled for the nailed connection mobile agent remote phone device associated to the call, it 
is possible that hold tone will be played to the agent phone during the hold time, depending on the call 
processing agent that controls the mobile agent remote phone. For Unified CM, the hold tone is enabled 
by default and is very similar to the Mobile Agent connect tone. With the Unified CM hold tone enabled, 
it is very difficult for the agent to identify if a call has arrived by listening for the Mobile Agent connect 
tone. Therefore, Cisco recommends that you disable the hold tone for Unified CM by changing the 
setting of the Tone on Hold Timer service parameter in Unified CM. For details on setting this 
parameter, refer to the Unified CM product documentation available at

Media streams between the ingress and egress voice gateways can be G.711 or G.729, but not a mix, 
because all CTI ports for a PG must advertise the same codec type. This requirement could result in 
G.711 (instead of G.729) calls being sent across the WAN.   If most calls are routed to agents in the same 
location as the ingress voice gateway, then sending a few G.711 calls over the WAN might not be an 
issue. The alternative is to make all mobile agent calls be G.729.   If a very large portion of all Unified