Mobile Agent Support Outbound option

[cse_osama]

Hello All ,

Kindly we have requirements to set up mobile Agent for dialer ( outbound option ) to work from home is it supported because we did the setup and it is not working so the question is it supported in first place in mobile Agent to deal with Dialer

Note the setup are working with normal inbound but not working for outbound options ( Dialer )

waiting for feedback

[piyush aghera · Accepted solution]

As per  below document, outbound option is possible with mobile agents:

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

So let's look at what error are you getting ? Is the agent becomes reserved and then the call is not transferred to that agent ?

[cse_osama]

Yes That is Exactly what is happening But according to the attached outbound option is supported only in nailed connection and not in call by call mode

[piyush aghera]

Ok.. I haven't worked on such setup earlier, but if your agent becomes reserved and call is not transferred then it indicates your ingress gateway does not know how to deliver call to your agent.

You may need to add a DP with destination pattern as DN range of your mobile agent's CTI RPs and destination as CUCM.

[cse_osama]

it is working now with nailed mode ,it is supported in nailed connection mode only and not in call by call mode

[piyush aghera]

Good to hear that your issue is resolved.  Please mark the thread as resolved so others can use this information.