Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

Mobile Agents are defined as agents using phones not directly controlled by Unified CC,
irrespective of their physical location. (The term local agent refers to an agent who uses a phone
that is under control of Unified CC, irrespective of physical location.)

Mobile agents can be configured using either of two delivery modes:

•

Call by Call – In this mode, the mobile agent’s phone is dialed for each incoming call. When
the call ends, the mobile agent’s phone is disconnected before being made ready for the next
call.

•

Nailed Connection – In this mode, the agent is called at log in time and the line stays connected
through multiple customer calls.

Note: The administrator can select the Agent chooses option, which allows an agent to select a
call delivery mode at log in.

Call by Call

In a call by call delivery mode, the mobile agent's phone is dialed for each incoming call. When
the call ends, the mobile agent's phone disconnects before is it made ready for the next call.

The call by call call flow works as follows:

1. At log in, the agent specifies an assigned extension for a CTI port.

2. A customer call arrives in the system and, through normal Unified ICM configuration and

scripting, is queued for a skill group or an agent. (This is no different than existing
processing for local agents.)

3. The system assigns an agent to the call. If the agent's Desk Setting is Unified MA-enabled

and configured for either call by call or Agent chooses mode, the router uses the extension
of the agent's CTI port as a label.

4. The incoming call rings at the agent's CTI port. The JTAPI Gateway and PIM will notice

this but do not answer the call.

5. A call to the agent is initiated on another CTI port chosen from a preconfigured pool. If

this call fails, Redirect on No Answer processing is initiated.

Note:  When using call by call mode, the Answer Wait Time is 3 - 15 seconds longer than
in a local agent inbound call scenario. Specify a Redirect on No Answer setting large
enough to accommodate the extra processing time. (For instructions, see 

6. When the agent takes the remote phone off-hook to answer the call, the system directs the

customer call to the agent's call media address and the agent call to the customer's call
media address.

7. When the call ends, both connections are terminated and the agent is ready to accept

another call.

Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.5(1)