Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
C H A P T E R
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Cisco Unified Contact Center Enterprise 7.5 SRND
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Cisco Unified Mobile Agent
Last revised on: May 06, 2010
Cisco Unified Mobile Agent was introduced in Cisco Unified CCE Release 7.1. It enables an agent using
any PSTN phone and a broadband VPN connection (for agent desktop communications) to function just
like a Unified CCE agent sitting in a formal call center and using a Cisco IP Phone monitored and
controlled by Cisco Unified Communications Manager (Unified CM) JTAPI.
any PSTN phone and a broadband VPN connection (for agent desktop communications) to function just
like a Unified CCE agent sitting in a formal call center and using a Cisco IP Phone monitored and
controlled by Cisco Unified Communications Manager (Unified CM) JTAPI.
What's New in This Chapter
lists the topics that are new in this chapter or that have changed significantly from previous
releases of this document.
Cisco Unified Mobile Agent Architecture
Cisco Unified Mobile Agent uses a pair of CTI ports that function as proxies for the mobile agent phone
(or endpoint) and the caller phone (or endpoint). Two CTI ports (local and remote) are required for
every logged-in mobile agent, and the two CTI ports take the place of the Cisco IP Phone monitored and
controlled by Unified CM JTAPI. The local CTI port DN is used by the agent at login and is where
callers are routed when this agent is selected. The remote CTI port calls the agent either at login for a
nailed connection or upon being selected for a call-by-call connection. Then, via media redirection, the
CTI ports signal for the two VoIP endpoints to stream RTP packets directly, with no further involvement
from the CTI ports until further call control (transfer, conference, hold, retrieve, or release) is required.
(or endpoint) and the caller phone (or endpoint). Two CTI ports (local and remote) are required for
every logged-in mobile agent, and the two CTI ports take the place of the Cisco IP Phone monitored and
controlled by Unified CM JTAPI. The local CTI port DN is used by the agent at login and is where
callers are routed when this agent is selected. The remote CTI port calls the agent either at login for a
nailed connection or upon being selected for a call-by-call connection. Then, via media redirection, the
CTI ports signal for the two VoIP endpoints to stream RTP packets directly, with no further involvement
from the CTI ports until further call control (transfer, conference, hold, retrieve, or release) is required.
Table 6-1
New or Changed Information Since the Previous Release of This Document
New or Revised Topic
Described in:
Cisco Unified Border Element
DTMF considerations for Mobile Agent
Media termination point (MTP)
requirements for Mobile Agent call flows
requirements for Mobile Agent call flows
Mobile Agent connect tone