Question is: Does Mobile Agent work for real?
It absolutely does work for real and it works really well. The problem with Mobile Agent is that it requires a lot of planning and design with sizing.
Agent PGs: You asked if 500 concurrent agents will work - yes it'll work. The thing is that Mobile Agent taxes the PG, so it reduces the sizing by a 4-to-1 ratio. Ultimately what this means is that your 2000 agent PG is now 500.
CUCM: You need a bunch of CTI Ports... one that controls the callers endpoint and one that controls the agent endpoint. These are commonly referred to as LCP (Local CTI Port) and RCP (Remote CTI Port). If you're using SIP or TDM (who isnt), you'll need MTPs configured. Which leads to...
CUBE: You need to have an adequate amount of PVDMs because the MTPs will require DSPs. You'll also need an egress gateway or forking to do call recording.
The beauty of Mobile Agent is that you remove the phone from the equation. This can be important because endpoints do take up bandwidth, and when it comes to work from home, bandwidth is a toss up and completely out of your hands. The love affair these days is with Jabber over VPN or Jabber over VDI. This works really well too, but I've seen a lot of problems with bandwidth issues, especially if you're doing screen capturing.
So with everything you laid out in your post, it should work for you, but make sure you size things correctly. The PVDMs is where orgs get tripped up most of the time.
