Jabber & Extension Mobility

[mightyking]

Hello Everyone,

Does Jabber with CUCM 12.5 support Extension Mobility?

How an agent state using Jabber is monitored by UCCX?

Thanks,

MK 

[Elliot Dierksen]

Extension mobility isn't really applicable with Jabber. It picks the CSF device based on the logged in user. Agent state is monitored on the CSF device the same way it would be with a physical phone meaning the CSF device needs to be associated with the RMJTAPI account.

[mightyking]

Thanks Elliot,

So, we need to hard code the ACD extension used in the extension mobility profile (UDP) in the first line of the Jabber CSF, is that right?

In order for the agent to receive calls on Jabber, do we need to use IM & Presence or Jabber Voice Only would be sufficient?

Thanks,

MK

[Elliot Dierksen · Accepted solution]

If the agent is moving to Jabber, you'll want to get rid of the UDP and put their IPCC extension on the CSF device. Shared line appearances in most versions of CCX is still a no-go, but it is supported in some newer versions. IM&P isn't a requirement for CCX, so voice only would be fine.

[rikardkrvaric]

My Agents use Cisco Jabber for Agent calls, while working from home.

Our agents have regular extensions, and agent extensions. We added their regular extension in the first spot on the CSF and their agent extension on the second spot on the CSF.

Just remember to put the CSF device in the rmcm application user.

After we rolled this out, we procured a Calabrio recording solution, and it works great like this.

Using CUCM 12.5, UCCX 12.0

i believe UCCX 12.5 supports the agent extension on multiple devices, and you have the agent has to select the device they want to use when they login.

[bill.king1]

@rikardkrvaric , did you not run into issues with Calabrio as far as using more licenses, since their phone/in office device is extension mobility vs. your home setup is a Jabber CSF profile?