Mobile Agents UCCX/Finesse with WebRTC phone or without VPN

[Eduardo Leon Dominguez]

Dear Team,

We need clarify one deployment doubt. Currently we need deploy a Contact Center solution based in the agent mobility.

Any way to have the UCCX agents working directly from internet without any VPN and with a unified Interface (no apps)?

I'm not sure if WebEx Teams support WebRTC technology (or if this is in roadmap). The idea is integrate the web app as a Gadget in the Finesse interface and access this interface directly from Internet.

If the app is a must, can I register Jabber or WebEx Teams via MRA to the CUCM + publish the Finesse interface (via NAT?) to Internet?

Is this a valid deployment?

Thanks.

[collinks2]

You and i wearing the same shoes. We can register jabber to cucm via expressway. Then nat the ip address of finesse server.

However, cisco recommends vpn and extend and connect feature.

Personally I prefer expressway and natting the ip of the finesse server

[Eduardo Leon Dominguez]

Thanks Collins for the confirmation, however I think the ideal in this case is use a WebRTC softphone integrated with Finesse Interface for the agents. I think this isn't available today, correct? Any in roadmap?

[Vaijanath Sonvane]

Hi,

I recently attended demo from Comstice which provides Cisco Finesse Softphone Connectivity without VPN connection. They use built-in WebRTC Phone which communicates with their WebRTC Gateway. Here is URL for more details:

https://comstice.com/cisco-finesse-desktop-agent-ucce-uccx 

Make sure that all your requirements (such as recording etc.) are supported over their solution.

[Eduardo Leon Dominguez]

Thanks Vaijanath, the issue here is need a Third-Party integrator (increment the cost of the solution). Cisco have any idea to provide this natively? I think implement something like a WebEx Teams webrtc phone gadget inside the Finesse interface not sound a costly solution to develop.

[Vaijanath Sonvane]

You are right. The third party solution will be add-on cost to the existing Cisco solution.

I do not have any information whether what you are looking is in Cisco's roadmap or not but you can reach out to your account manager to get more details.

[bill.king1]

Hi, this isn't probably your best solution, but what about using Finesse IP Agent in your scenario?

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/212115-Configure-and-Troubleshoot-Finesse-IP-Ph.html

[collinks2]

How do we access the finesse web page from the internet?

[bill.king1]

You don’t do it via a web browser, you’re doing it on the phone.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1161/Admin/guide/cfin_b_cisco-finesse-administration-guide-116/cfin_b_cisco-finesse-administration-guide-116_chapter_01010.html