Tuesday, June 4, 2013

Mobile Agent configuration on UCCE + Finesse

Mobile Agent is a powerful feature allows agent to use non-Cisco IP phone (I.e. Analog phone, mobile phone, etc) as the agent phone.  The configuration is surprisingly easy.  Before we go into the configuration, let's take a look at the screenshot on how it looks like on the agent desktop.

The first screenshot the mobile agent is using the nailed connection, which means the phone calls are "always on".  When the agent login the Finesse desktop, the system will make a outgoing phone call to the mobile agent phone and you need to answer the call before the login process is completed.  Then you will listen to the MOH until you receive any customer inbound calls.

The second screenshot the mobile agent is using the call by call mode.  In this mode the system will not call out to the mobile agent phone, until a customer inbound call is received.  During the Finesse login process you don't need to receive phone calls before the login process is completed.  The drawback is the customer might receive ringback tone when the system connect the call with the agent.

On UCM the configuration is simple.  You need to create 2 CTI ports, one local (agent extension, you need this during login Finesse) and one remote (another unique extension making calls to your mobile agent phone), start with the string LCP and RCP when you enter the device name, then associated the CTI port to the UCCE JTAPI user.  Also remember to set the max call to 2 and busy trigger to 1.

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