Cisco Cisco IP Contact Center Release 4.6.2 Guía De Diseño
6-5
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Architecture
If an agent is using an IP Phone on the same cluster as the associated ICM Agent PG, it is advantageous
from the perspective of Unified CM performance for the agent to utilize Extension Mobility instead of
the Mobile Agent feature. However, that IP Phone device would have to be associated with the ICM
JTAPI user, and there is a small performance hit on Unified CM for making that association.
from the perspective of Unified CM performance for the agent to utilize Extension Mobility instead of
the Mobile Agent feature. However, that IP Phone device would have to be associated with the ICM
JTAPI user, and there is a small performance hit on Unified CM for making that association.
, voice gateways 1A and 1B both register with cluster 1, and voice gateway 2 registers with
cluster 2. The call arrives into ingress voice gateway 1A and can be routed to any of the four agents.
Mobile agent 4's IP phone (not monitored and controlled by JTAPI) registers with cluster 2, and there is
no PG for cluster 2. If silent monitoring of mobile agent 3 is required, then a silent monitoring server
must be deployed for agents connecting through voice gateway 2.
Mobile agent 4's IP phone (not monitored and controlled by JTAPI) registers with cluster 2, and there is
no PG for cluster 2. If silent monitoring of mobile agent 3 is required, then a silent monitoring server
must be deployed for agents connecting through voice gateway 2.
Figure 6-2
Mobile Agent Call Scenarios
Consider the following factors when designing a Mobile Agent solution:
•
When Unified CVP is involved in the call flow between two Mobile Agents, a media termination
point (MTP) is required for the call flow.
point (MTP) is required for the call flow.
•
For call flows that involve two Mobile Agents in different PIMs, an MTP is required for the call flow.
•
An MTP is required to support the Mobile Agent call flow if all of the following conditions apply:
–
An SCCP IP phone is used as the Mobile Agent device.
–
The Mobile Agent CTI ports are located on a different cluster than the phone device.
–
A SIP trunk is used to connect the clusters.
•
Enabling the use of an MTP on an trunk will affect all calls that traverse through that trunk, even
non-contact-center calls. Ensure that the number of available MTPs can support the number of calls
traversing the trunk.
non-contact-center calls. Ensure that the number of available MTPs can support the number of calls
traversing the trunk.
VPN
VPN
190010
PSTN
Caller
VoIP
WAN 1
Mobile Agent 3
972-2003
Unified CM
Cluster 1
M
M
Unified CCE
Central Controller
and PG
IP IVR
CTI Ports
Call Control / CTI
VoIP
Circuit Switched Voice
V
V
V
Mobile Agent 1
408-1001
Voice
Gateway
1B
Mobile Agent 2
x1002
VoIP
WAN 2
Unified
CCE Silent
Monitor Server
Unified
CCE AW
Voice
Gateway
1A
Voice
Gateway
2
Unified CM
Cluster 2
M
M
Unified
CCE Silent
Monitor Server
Mobile Agent 4
x2004