[cisco-voip] CCX phone agent over MRA?

[Lelio Fulgenzi]

FIPPA in the future, but for now, just regular IPPA, since we’re on 10.x and we’re still using that.

Would be interested in hearing about that old school tech. 😊

We’re looking at what options we have for any easy go-bag for CCX agent to grab and work from off-site.

From: Anthony Holloway <avholloway+cisco-voip at gmail.com>
Sent: Thursday, January 23, 2020 3:30 PM
To: Lelio Fulgenzi <lelio at uoguelph.ca>
Cc: voyp list, cisco-voip (cisco-voip at puck.nether.net) <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] CCX phone agent over MRA?

Are you talking Finesse IP Phone Agent (FIPPA)?

If so, the below enhancement defect requesting that these types of details be documented (I mean should we even have to request that?) states that they tested FIPPA via MRA and it worked.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvi51697

Just know that you'll have to add your UCCX server addresses to the HTTP Allow list on Expressway-C.

And this makes sense to me, since FIPPA is stateless and all needed information is included in the URL to perform the actions like Login, Logout, Reason Codes, Ready, Not Ready, etc.   The actual ringing of the phone and answering etc., are just phone functions, which we know works over MRA.  That's kind of the point.  ;)

What I am not sure of is whether the FIPPA push to phone works, if you're even using that; wherein, upon a new call, UCCX attempts to push content to the Agent's phone using the Phone API, but I would think, though I cannot confirm, that this would fail, since the phone IP is actually like 192.168.1.1 or something, and UCCX wont know to contact Expressway-C about it, nor would Expressway-C forward the API call on to the phone, etc.

Finesse itself, the web app on port 8445, would not be available over MRA, as the document states, and would require a VPN or other networking solution to be available to the Agent.  Brian Meade commented<https://cisco-voip.markmail.org/thread/g3hyx5grgasn35el> on a previous conversation to a similar topic that a reverse proxy would help in this scenario.

On Thu, Jan 23, 2020 at 2:07 PM Lelio Fulgenzi <lelio at uoguelph.ca<mailto:lelio at uoguelph.ca>> wrote:

Can anyone say whether or not a CCX phone agent (or finesse agent in the future) is supported over MRA?

The MRA guides say:

The Expressway does not support some Cisco Unified Contact Center Express (Unified CCX) features for contact center agents or other users who connect over MRA. Jabber for Mac and Jabber for Windows cannot provide deskphone control over MRA, because the Expressway pair does not traverse the CTI-QBE protocol. However, if these Jabber applications, or other CTI applications, can connect to Unified CM CTIManager (directly or through the VPN) they can provide deskphone control of MRA-connected clients.

We're looking at a simple phone agent setup, no desktop agent/control, etc.

Thoughts?
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