Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
Preface
Purpose
This guide provides an overview of Cisco Unified Mobile Agent (Unified MA), Unified MA
call flow information, configuration tasks, and step-by-step installation instructions for using
the Cisco Unified MA feature for Cisco Unified Contact Center Enterprise/Hosted (Unified
CCE/CCH).
call flow information, configuration tasks, and step-by-step installation instructions for using
the Cisco Unified MA feature for Cisco Unified Contact Center Enterprise/Hosted (Unified
CCE/CCH).
For ease of use, the guide separates system configuration instructions and troubleshooting
information from task-related instructions for supervisors and agents using Unified MA.
information from task-related instructions for supervisors and agents using Unified MA.
Cisco Unified Mobile Agent enables an agent using any PSTN phone and a broadband VPN
connection (for agent desktop communications) to function just like a Cisco Unified Contact
Center Enterprise (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.
connection (for agent desktop communications) to function just like a Cisco Unified Contact
Center Enterprise (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.
If you are upgrading to 8.0(1) and are planning to configure a mobile agent to use an analog
phone or an IP Phone without Cisco Business Ready Teleworker setup, you should use the
Mobile Agent Option. However, if you are planning to configure a mobile agent to use the
deployment option of IP Phone with Cisco Business Ready Teleworker setup, use Remote Agent.
phone or an IP Phone without Cisco Business Ready Teleworker setup, you should use the
Mobile Agent Option. However, if you are planning to configure a mobile agent to use the
deployment option of IP Phone with Cisco Business Ready Teleworker setup, use Remote Agent.
Audience
This document is intended for the administrator responsible for Unified MA configuration, and
for contact center supervisors and agents using Unified MA to handle calls.
for contact center supervisors and agents using Unified MA to handle calls.
This guide refers to the product as a whole by its new name. It refers to components and utilities
by the names that appear in the user interface.
by the names that appear in the user interface.
Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.5(1)
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