Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet

IP Phone Agent (IPPA) is not an applicable agent interface for mobile agents. IPPA is available only 
from JTAPI monitored and controlled phones that support XML applications.

Cisco Agent Desktop 7.1 supports mobile agents. At agent login, if the mobile agent mode is selected, 
the mobile agent login dialog box is presented to the agent. The mobile agent must provide the local CTI 
port extension, a call mode, and a dialable phone number. (See 

The phone number supplied must route to a VoIP endpoint (voice gateway, IP phone, or intercluster 
trunk) in the same location as the CTI port pair used by the agent. Otherwise, call admission control will 
not work correctly.

A supervisor using Cisco Supervisor Desktop (CSD) can view the state and real-time statistics for a 
mobile agent using Cisco Agent Desktop (CAD). A supervisor using Cisco Supervisor Desktop can also 
barge-in and intercept calls of mobile agents using Cisco Agent Desktop. A supervisor using CSD cannot 
manage agents (view statistics, silent monitor, record, barge-in, or intercept) using CTI-OS Toolkit 
applications.