Cisco Cisco Unified Contact Center Enterprise 9.0(1) Folheto

CCE calls will always cross a WAN segment, then it probably makes sense to have all CTI ports 
configured for G.729. However, it is not possible to have G.711 for some mobile agent calls and G.729 
for others. A dedicated region is required for the CTI ports to ensure that all calls to and from this region 
will use the same encoding format.

From the perspective of silent monitoring, the CTI OS Supervisor Desktop can silently monitor G.711 
or G.729.   All mobile agents would have to use the same codec, but local agents on the supervisor’s team 
could use a mix of codecs. For more details on silent monitoring, see 

.

For additional information on codec design considerations, refer to the Media Resources chapter in the 
Cisco Unified Communications SRND, available at

MTP resources might be required for mobile agents who will be consulting an IVR or other network 
component that requires DTMF to navigate. The Mobile Agent feature relies on Cisco Unified CM 
CTI ports, which do not support in-band DTMF (RFC 2833). If the endpoints being used by mobile 
agents supports only in-band DTMF (or if they are configured to use in-band DTMF per RFC 2833), then 
Unified CM will automatically insert MTP resources because of the capabilities mismatch. If the mobile 
agent call flow requires in-band DTMF (RFC 2833), a sufficient amount of MTP resources should be 
made available.

Some SIP devices such as the Cisco Unified Border Element or other Session Border Controllers could 
dynamically change the media port during the call. In this case, if the Mobile Agent feature is used, MTP 
resources are required on the SIP trunk connecting to the agent endpoint.