Webinar Series Spring 2020

• March 03, 2020Extensive functionalities with Cisco's smart omni-channel contact centersCisco Contact Center full coverage with live voting and demos. Determine the topics; from the agent desktop strategy to Cloud CC and enriched AI contact centers.

• March 04, 2020Live Vote! Your top 3 Omnichannel Desktop CRM Integration Challenges and how to approach them#Salesforce #Dynamics #ServiceNow #SAP #Oracle #OwnCRM

• Today:

Home Office: Mobile Agent in Action.

This is a technical Webinar. We will demonstrate what the mobile agent function offers and how you can configure it yourself.

• March 19, 2020 | 09:00amWhat I need to know about bots.In this webinar, you will learn how voice and chatbots work. What are the differences between them? You’ll learn all about intents and entities. Which solutions are available today?

• March 24, 2020 | 09:00amWhat's new in CCE 12.5?Learn more about Finesse 12.5 features. What is the SMC Cockpit? Do you already know the new “Cisco Analyzer” reporting engine?

• April 02, 2020 | 09:00amWhat's new in the Cisco omnichannel suite? What is Enterprise Chat and Email (ECE)? How can you extend Cisco ECE with more features?

• April 16, 2020 | 09:00amNews around SMC 7.0. Better understand where SMC can help you in your daily business as a supervisor. What is our Supervisor Management Console vision?

-> More webinars are in the pipeline, stay tuned!

-> Please share these webinars with colleagues

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Session recording starts now…

Home Office – Mobile Agent in Action

Thorsten Schneider

Webex, March 12th, 2020

Agenda• How can agents work from

home?

• What must be configured?

• Who can help?

• Step-by-step guide

Home Agent Options

How can agents work from home?

• Use corporate VPN and Cisco Jabber as agent device from home

• Requires sufficient DSL connectivity, at least 6 Mbit/s download & 1 Mbit/s upload

• Stable VPN infrastructure

• Use Cisco Jabber via MRA as Agent Device

• Requires CUCM v.12.5 and Expressway v.12.5

• Use Jabber 12.5

• Pay attention to the CCE Compatibility Matrix

• Requires DSL bandwidth as well

• Use Mobile Agent functionality. Use your landline phone at home.

• Pay attention to the system limitations

Cisco UC and CC Infrastructure

WAN /

VPN

PSTN

Contact Center

CUCM Cluster

Home Office

customer

Home Agents

Login Examples

Mobile Agent Technical View

LCP5000F0000 DN: 1003RCP5000F0000 DN: 1023

Mobile Agent Modes

• Nailed Connection:

• when the agent logs in, a call will be established from the CUCM remote CTI Port (RCP) for the whole time the agent is logged-in. When a customer call arrives at the agent, PG will invoke the CUCM to conference the call to the existing agent call leg.

• Call-by-Call:

• when the agent logs in, nothing will happen in Finesse, until a customer call arrives. When that call arrives at the agent, PG will invoke the CUCM to dial out via remote CTI Port (RCP) and bring the agent phone to ring. Then it connected the customer and the agent calls.

• Controlled in the agent desk setting:

Things to be considered (1/2)

• A2Q must be done.

• Current exception: less than 500 agents, Bucher + Suter will do A2Q afterwards/in parallel

• Only one line supported. Only the ACD line can be used for Mobile Agent.

• Ensure enough PSTN capacity. Every agent blocks 2 PSTN lines!

• CUBE/Gateway capacity: every agent requires 2 MTP, must be iOS (software) based.

• Do not use CUCM based MTP (not supported)

• In CUCM you can configure specific numbers to be excluded, to avoid high PSTN charging (e.g. exclude mobile numbers for nailed-up mode).

• Ensure enough VPN capacity at the companies break-in. The agent desktop with mobile agent and other companies software require VPN connectivity.

• Built-in Bridge (BIB) recording will not work, only CUBE forking possible

• Turn off any answering machine/voicemail on the landline agent phone or mobile.

• If you use mobile phone, ensure network coverage. Also sometimes the call fails due to high mobile

call initialization on the mobile network, especially for call-by-call mode.

• Nailed vs. Call-by-Call: If agent does not pickup the call in call-by-call mode, RONA will redirect the call

to the next available agent.

• Not supported Features:

• Silent Monitoring

• Agent Request API calls (specifically Callback solution)

• Decrement of the PG capacity (max. 500 agents per PG!)

Things to be considered (2/2)

Office Telephony vs. Agent Line

• Mobile Agent: only one line supported. Only the ACD line can be used for mobile agent.

• Any other line for office telephony: use the CUCM “call forward all” to the home office landline or mobile agent line

Step-by-StepConfiguration

PG: Check the codec

Just verify the registry key CtiPortMediaCapability:0 = Ulaw G.7112 = Alaw G.711In registry: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM\<instance>\PG1B\PG\CurrentVersion\JGWS\jgw1\JGWData\Config

PG: Setup the codec

During out of business hours: start the setup and set the codec. Also note the PeripheralID

PG: Registry settings

In Nailed Connection play a tone to the agent on connect: Set to “1”. Restart PG.

Create LCP & RCP CTI Ports on CUCM

Every agent requires two CTI Ports, following the naming convention:

• LCP[Peripheral ID]F[xxxx]

• this port will be entered in the Finesse login

• RCP[Peripheral ID]F[xxxx]

• This Port dials out to the external agent phone

RCP CTI Port Creation

If you want, you can restrict the external

number accessibility here

LCP CTI Port Creation

Associate LCP & RCP Ports to the JTAPI User of the PG

CUCM Service Parameter

If you plan to have agents that are connected for more than 12 hour,

connected via Nailed Connection (0=disable)

Adding LCP to the Agent Targeting Rule

Add the LCP Ports range

into Agent Targeting Rule

Configure the Agent Desk Settings

Option 1: CVP OPS Console: local static routes

Add the LCP Port range

here and redirect to

CUCM. If you use a SIP

proxy, ensure you

configure it there as well.

Option 2: CVP OPS Console: DN Pattern

Demo

Troubleshooting Tips

Check if CTI ports are registered on CUCM

Control the CTI Ports on the PG Server

• jdi LCPnumber

• Test the LCP Port 1003

Control the CTI Ports on the PG Server

• jli

• Lists all JTAPI controlled phones and CTI Ports

Troubleshooting Tips

• Issue 1. Calls do not reach agent’s mobile phone and as a result, agent log in fails.

• You have to ensure that calls are successfully routing from RCP to Egress SIP trunk for next hop.

• If call does not connect successfully, agent log in fails.

• Issue 2. Call drops on agent mobile phone as soon as agent picks up the call.

• Ensure that Egress MTP resources are allocated accordingly. Since the RCP call has to be pinned down to an MTP while it is taken off hold, call drop behavior might be seen.

• Issue 3. No audio on mobile agent calls.

• Ensure that Ingress MTP and Egress MTP, if invoked, are able to allocate resources and negotiate media.

Where to start?

Configure on your own

Let Bucher + Suter professional services do the

configuration

Configurationvia DL abo based

on time & material

Troubleshooting via DL abo based

on time & materialContact your

Bucher + Suter account

manager to ensure the DL

abo status

Further Guides

Important Sources

• Design considerations and sizing:

• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/Configuration/Guide/UCCE_BK_U882D859_00_ucce-features-guide/UCCE_BK_U882D859_00_ucce-features-guide_chapter_0101.html#UCCE_RF_CFA8DDEA_00

• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/Design/Guide/ucce_b_soldg-for-unified-cce/ucce_b_soldg-for-unified-cce_chapter_01101.html#concept_1C803094DE2CEA2DCC9153E2503986B5

Important Sources

• Mobile Agent: how to use it and its features:

• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_9_0_1/user/guide/UCCE_BK_UFAEED16_00_ucce-mobile-agent-guide/UCCE_BK_UFAEED16_00_ucce-mobile-agent-guide_chapter_01.html

• How to configure it:

• https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise-1001/213399-configure-mobile-agent-on-ucce.html

Mobile Agent Limitations

• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterpris

e/icm_enterprise_11_5_1/Configuration/Guide/UCCE_BK_U882D859_00_ucce-features-

guide/UCCE_BK_U882D859_00_ucce-features-guide_chapter_0101.html#UCCE_TP_I32FDAA4_00

Next Webinar

•March 19, 2020 | 09:00amWhat I need to know about bots. Register here!In this webinar, you will learn how voice and chatbots work. What are the differences between them? You’ll learn all about intents and entities. Which solutions are available today?

•March 24, 2020 | 09:00amWhat's new in CCE 12.5?Learn more about Finesse 12.5 features. What is the SMC Cockpit? Do you already know the new “Cisco Analyzer” reporting engine?

•April 02, 2020 | 09:00amWhat's new in the Cisco omnichannel suite?What is Enterprise Chat and Email (ECE)? How can you extend Cisco ECE with more features?

•April 16, 2020 | 09:00amNews around SMC 7.0. Better understand where SMC can help you in your daily business as a supervisor. What is our Supervisor Management Console vision?

-> More webinars are in the pipeline, stay tuned!

Webinars On Demand: Download recordings and presentations via: www.bucher-suter.com/cisco-cc-webinars/

-> Please share these webinars with your colleagues