Packaged CCE Finesse - Mobile agent login (call by call mode)

[atanasmatev]

Hi,

 We recently configured the mobile agent feature on our Packaged CCE system. The nailed connection mode works fine and the agent can answer the "setup" call and then accept incoming calls.

However when we try to sign in for "Call by call" mode we get the following error:

You are not configured to use the specified work mode

We are running Packaged CCE 9.0(4) with Finesse 10. Is the "call by call" mode supported at all with these software releases?

The installation guide (http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_901/maintenance/guide/b_pcc_features_book/b_pcc_features_book_chapter_011.html#UCCE_RF_C209FF59_00) only mentions "nailed connection" but the "call by call" connection is also available in the drop down list.

Thanks.

[atanasmatev]

I found the answer myself:

Mobile Agent

Mobile Agent supports call center agents who are using phones that are not directly controlled by Packaged CCE. A mobile agent can be located outside of the contact center, using an analog phone or a cell phone. Mobile agents might also be located in the contact center using an IP phone connection that is not being controlled by Packaged CCE. All mobile agents use broadband connection to access the same Agent desktop and agent state controls as non-mobile agents.

Packaged CCE supports agents in Nailed Up mode. (Call-by-Call mode is not supported in this deployment.)

[david.macias]

Thanks for posting the solution!

david