Cisco Cisco Unified Contact Center Management Portal 11.0(1) Dépliant
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 6 Cisco Unified Mobile Agent
Cisco Unified Mobile Agent Interfaces
CAD SPAN port monitoring of the ingress (or customer) voice gateway is not supported. CAD SPAN
port monitoring of mobile agents using Cisco IP Phones is also not supported. For SPAN port monitoring
to work, calls must pass through an egress (or agent) voice gateway, and the egress voice gateway must
be a different voice gateway than the ingress voice gateway.
port monitoring of mobile agents using Cisco IP Phones is also not supported. For SPAN port monitoring
to work, calls must pass through an egress (or agent) voice gateway, and the egress voice gateway must
be a different voice gateway than the ingress voice gateway.
.
CTI OS
CTI OS 7.1 and later releases support mobile agents. To use the mobile agent feature, the system
administrator must enable the mobile agent while running the CTI OS setup program during or after
installation. The CTI OS agent desktop will contain the Mobile Agent checkbox only after the mobile
agent is enabled.
administrator must enable the mobile agent while running the CTI OS setup program during or after
installation. The CTI OS agent desktop will contain the Mobile Agent checkbox only after the mobile
agent is enabled.
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 as the instrument, select a call
mode, and provide a dialable phone number. (See
the agent. The mobile agent must provide the local CTI port extension as the instrument, select a call
mode, and provide a dialable phone number. (See
.)
Figure 6-4
CTI OS Login
Note
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.
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 the CTI OS supervisor desktop can view the state and real-time statistics for a mobile
agent using CTI OS agent desktop. A supervisor using the CTI OS supervisor desktop can also barge-in,
intercept, and silent monitor calls of mobile agents using the CTI OS agent desktop. CTI OS does not
provide agent call recording.
agent using CTI OS agent desktop. A supervisor using the CTI OS supervisor desktop can also barge-in,
intercept, and silent monitor calls of mobile agents using the CTI OS agent desktop. CTI OS does not
provide agent call recording.