UCCX Mobile Agent Options

[Brian Carscadden]

Looking for a solution to handle roaming mobile UCCX agents in UCCX 10.6-11x. I'm not seeking a fixed, SOHO solution. The agents will be roaming with mobile phones only, no PC. I have a working app to call mobile numbers but it has some shortcomings including two-stage dialing (one call to confirm agent availability, second call to connect queued call to mobile agent).

I'm looking to come up with a more seamless approach. A few thoughts below ... has anyone tried these options?  Any feedback greatly appreciated:

1. Agent DNs on MRA-registered Jabber for iPhone/Android phones, and UCCX set to Agent State after Ring No Answer to "ready".

2. Agent logging in to Finesse in their mobile browser (at a minimum just to change state)

3. Create a dial-in IVR to change agent state. Possible?

4. Using callback instead of queuing calls. Once a mobile agent is reached, the callback is initiated.

Regards,

Brian

[Deepak Rawat]

1. Agent DNs on MRA-registered Jabber for iPhone/Android phones, and UCCX set to Agent State after Ring No Answer to "ready".

Answer: MRA is yet not supported with UCCX. You can though use E&C feature that will allow to use any home phone be it a mobile landline etc as agent phone to take calls from home. Refer below:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/design/guide/uccx_b_soldg-for-unified-ccx/uccx_b_soldg-for-unified-ccx_chapter_010.html#UCCX_RF_E796A578_00

2. Agent logging in to Finesse in their mobile browser (at a minimum just to change state)

Answer: This is not supported at all, agents will require a PC to launch Finesse desktop. You will not be even able to create a scaled down version of Finesse that you can then host or make compatible for Mobile Browsers as Finesse DB is embedded within CCX itself and not hosted on top of it through some HTML form etc.

3. Create a dial-in IVR to change agent state. Possible?

Answer: This should be possible since there are REST APIs available for agent state change that can be invoked using scripting. You can use Make Rest Call step available in Script Editor. Refer below Finesse Developer Guide for more information on APIs

https://developer.cisco.com/fileMedia/download/90f66367-13f0-41a9-aadd-84df32057afe

Above being said, you will still need a PC wherein agent can login into Finesse Desktop after which only you can play with the APIs

4. Using callback instead of queuing calls. Once a mobile agent is reached, the callback is initiated.

Answer: This again can be achieved through scripting but as mentioned in all the above points, you will need a PC for the Finesse Desktop to work.

Regards

Deepak

[Brian Carscadden]

Deekpak,

Thanks for the reply.

1. I do not see any Cisco tech notes that say MRA-registered Jabber clients can't be used for agents. Any change you have a link?

2. I am able to access and run Finesse with Safari in iPhone. I am able to log in and change state. Granted I get timeout errors when the app goes. Otherwise it seems to work fine ... at least to change state. Curious what may not be supported.

3. Perfect, thanks for the link. I see the steps to change agent state.

4. My approach alleviates the need for Finesse by incorporating am IVR to the agent mobile phones to confirm availability. It's not quite elegant, but it works as is today. I was looking to alleviate the two-stage dialing to agents by having the originating caller receive courtesy callback.

Any additional thoughts appreciated. Otherwise thanks again for your feedback.

Brian

[LIGIA VIDAL PEIXOTO]

Hello Deepak

I do not see any Cisco tech notes that say MRA-registered Jabber clients can't be used for agents. Any change you have a link?

[Sheena S]

The Expressway Deployment guide for MRA has a quick note on this (page 18): https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/expressway/config_guide/X8-11/Mobile-Remote-Access-via-Expressway-Deployment-Guide-X8-11-2.pdf

[iptglobal]

Hi,

Comstice has a Finesse mobile agent app for Cisco UCCX and UCCE. You can login from the mobile phone and receive customer calls from your mobile phone line. Comstice Mobile Agent app is available in Google Play and Apple AppStore.

This is an on-premise solution.

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

Agents can switch between desktop and mobile and vice versa. Comstice Mobility Server will swap their IPCC extensions automatically. 

You can even monitor agents' from our admin interface, if geo-locations if enabled. 

Thanks,

Comstice Web Team