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Cisco Unified Mobile Agent With Outbound Dialer Cisco Unified Mobile Agent With Outbound Dialer 6-12 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 6 Cisco Unified Mobile Agent Note Mobile agents can participate in outbound campaigns, but they must use a nailed-up connection for all outbound dialing modes. The call flow for predictive or progressive dialing is as follows: 1. Mobile agents log in using the local CTI port DN as their agent phone number. 2. Without knowing whether the agents to be selected are local or mobile agents, the dialer process continually monitors peripheral skill group statistics from the CTI server for an available agent. Concurrently, the campaign manager monitors the database for customer records and forwards active records to the dialer. When the dialer identifies an available agent for use in an outbound campaign, it sends a route request to the media routing (MR) PIM. 3. The MR PIM forwards the route request to the router. 4. The ICM router executes a routing script, selects an available agent, reserves that agent, and then returns a routing label (phone extension) identifying the reserved agent. 5. The MR PG returns the label (local CTI port DN) for an available agent to the dialer. 6. The dialer then places a reservation phone call to the local CTI port DN. The dialer auto-answers this reservation call for the agent via the CTI server and then automatically places that reservation call on hold. At this point, a mobile agent has been reserved by having the dialer port call the local CTI port, and the CTI port has placed that call on hold. 7. The dialer initiates customer calls via Cisco Unified CallManager at whatever rate is configured for the campaign. 8. When a live answer is detected, the dialer immediately initiates a transfer of the call (along with call context for screen pop) to the next reserved agent extension from the list maintained by the dialer. If a mobile agent were selected, then that agent extension would be the local CTI port used by that mobile agent at login. 9. The dialer auto-answers the transferred call for the agent via the CTI server so that the voice path between the customer and the agent can be established quickly, thus releasing the dialer port used to call the customer. The dialer then hangs up the reservation call to this agent. The dialer also updates the Campaign Manager to indicate a live answer was detected for this call. After the agent completes handling the outbound call, the agent can be reserved for another outbound call via the same message flow. For more details on the Cisco Outbound Dialer, see to the chapter on Cisco Unified Outbound Dialer, page 5-1. Cisco Unified Mobile Agent Fault Tolerance Because the RTP stream for a mobile agent call is between the ingress and egress voice gateways, a failure of Cisco Unified CallManager or ICM will not impact call survivability. However, subsequent call control (transfer, conference, or hold) might not be possible after a failover. A mobile agent will be notified of a failover on their agent desktop, but they will have to log in again after a Cisco Unified CallManager or ICM failover has occurred. For more details on Cisco Unified CallManager and ICM failovers, see the chapter on Design Considerations for High Availability, page 3-1. OL-8669-05
Chapter 6 Cisco Unified Mobile Agent Cisco Unified Mobile Agent Sizing OL-8669-05 Cisco Unified Mobile Agent Sizing Mobile agent call processing uses significantly more server resources and therefore will reduce the maximum number of supported agents on both Cisco Unified CallManager and the ICM Agent PG. The maximum number of supported mobile agents also varies between Cisco Unified CallManager Release 4.x and Release 5.x. For more details on sizing a Unified CCE deployment with mobile agents, see the chapters on Sizing Unified CCE Components and Servers, page 9-1, and Sizing Cisco Unified CallManager 4.x and 5.x Servers, page 10-1. Cisco Unified Contact Center Enterprise 7.x SRND 6-13
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