UCCE Agents

[Muhammed Ashiq]

Hi Team,

During this Situation with Globally infected COVID-19,What are the technique available for agents to work from home.

We have UCCE 11.6.

Thanks,

Ashiq

[Ramamoorthy Shanmugam]

Hi,

There are a few options available for remote agents.

1. Mobile Agent – refer the below link

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/Configuration/Guide/ucce_b_ucce-features-guide/ucce_b_ucce-features-guide_chapter_0110.html

2. Connect through VPN ( connect VPN to use mobile agents options )

3. VDI- Citrix clients ( Take the remote connection of agents desktops or Install Jabber or CIPC to login finesse with cisco mobile agent options)

Ram.S

[david.macias]

Mobile agent is going to be your best bet and provide the least amount of problems.

david

[Chris Deren]

In addition to great responses (+5 to my colleagues), Cisco Mobile and Remote Access (MRA) is another option to provide remote phones connection without VPN (88XX and 78XX models), though agent PC would still need to be connected over VPN for Finesse desktop.  Jabber soft phone is another option.

I agree that if you can deploy mobile agents it's a great solution, with that being said make sure you account for capacity planning as mobile agents put significantly more resources on CUCM and PG and in addition for every inbound call to the agent from PSTN an outbound call is made, so trunking capacity goes up by factor of 2 for connected agents.  Also, if you use nailed-down connection vs. call by call the trunk is tied up for the entire time agent is logged in and not just when call is made.

[david.macias]

Great call out on the capacity planning, this hits customer hard who are on a PCCE 2K deployment.

david

[Live2 Bicycle]

Chris and others

Does anyone know if using the Jabber App on a iPhone or Android as the UCCE Finesse endpoint is supported through the Expressways?  I have agents where I have loaded the Jabber 12.x app on their cell and I have the TCT or BOT registered in Call Manager 11.5.1.16900-16.
They can make and receive calls through the Expressways version 8.8.1 just fine.
When the agent VPN's with the laptops and tries to use the TCT or BOT that I have associated with PGUSER they get the "Device is inaccessible" error even though the TCT or BOT is registered.  I've verified no shared lines, busy trigger 2/1.  I went through PIM, JGW and OPC logs and they lead me to believe some type of socket / port not open.

I opened a TAC case with High Touch and got a not supported right away based on the Jabber release notes -- https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/ucce_compatibility/matrix/ucce_11_6_x_com

I showed him the design guide -- 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_011.html

And he told me release notes trumps design guide and then he opened a documentation defect....

Design guide reads the below which makes me feel this works --

A remote agent who runs Jabber on a mobile phone over MRA and the Finesse desktop with a VPN connection on a second client machine

Any one know of a company that has Jabber TCT and BOT end points working with UCCE Finesse?

[bill.king1]

Not sure if this is your defect, but this says Jabber for iPhone/Android is not supported for the contact center.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvt65104

[Live2 Bicycle]

Bill yes CSCvt65104 is the defect that was open because of my TAC case.   And this one CSCvt68331

[Omar Deen]

Thanks for letting us know

[Chris Deren]

Jabber for mobile devices is not supported as agent phone per UCCE compatibility matrix:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/ucce_compatibility/matrix/ucce_11_6_x_compat.html

only jabber for desktop (Windows and Mac) and VXME are supported.