[cisco-voip] CCX phone agent over MRA?

Wed Mar 18 14:06:21 EDT 2020

Thanks for the reply.    Finesse is using VPN, but the physical desk phone is not – it is connected via MRA.  Standard inbound/outbound calling to the phone itself works flawlessly over MRA.  What isn’t working are CCX calls to the agent phone; CCX uses CTI to control/monitor the desk phone.

I did read the CCX/expressway design guide which generally states that CCX over MRA is supported, but features that rely on CTI-QBE are not.  The documentation isn’t clear as to what CCX features rely on that.  It does say CCX is supported however and in my mind the base feature required in order to say that “CCX is supported” would be routing calls to agents.  I’ve asked TAC to confirm what CCX features/functions are available/supported and which are not?

This is not critical as we do have the ability to use Jabber softphones via VPN, but we do wish to use 8800 series phones connected via MRA if possible.

---
Frank Wakelin – Senior Network Analyst
Information Technology | City of Richmond

Office +16042764190
Mobile +17788394693
fwakelin at richmond.ca<mailto:fwakelin at richmond.ca>

From: Aman Chugh <aman.chugh at gmail.com>
Sent: March 17, 2020 7:45 PM
To: Wakelin, Frank <FWakelin at richmond.ca>
Cc: Erick Bergquist <erickbee at gmail.com>; Lelio Fulgenzi <lelio at uoguelph.ca>; 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?

It should work if CTI from Finesse is using VPN.

Are you able to make inbound and outbound call to the MRA phone without Finesse.

For the inbound call Cucm sends an invite over to Expressway C with which the mra phone is registered. I would pull CUCM and CTI trace for the inbound call.

Aman

On Tue, Mar 17, 2020 at 3:04 PM Wakelin, Frank <FWakelin at richmond.ca<mailto:FWakelin at richmond.ca>> wrote:
Did anyone get this to work?  I'm currently testing with a remote 88xx phone registered via MRA.  Finesse is logged in on PC connected over VPN.  Finesse desktop works fine, but once agent goes ready, the call is never presented to the phone; the agent immediately goes from reserved to not ready again.

I use Jabber as a softphone on the laptop the call is presented no problem.  Any ideas?

---
Frank Wakelin - Senior Network Analyst
Information Technology | City of Richmond

Office +16042764190
Mobile +17788394693
fwakelin at richmond.ca<mailto:fwakelin at richmond.ca>

-----Original Message-----
From: cisco-voip <cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>> On Behalf Of Erick Bergquist
Sent: January 30, 2020 10:44 AM
To: Lelio Fulgenzi <lelio at uoguelph.ca<mailto:lelio at uoguelph.ca>>
Cc: voyp list, cisco-voip (cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>) <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] CCX phone agent over MRA?

Has anyone done a Agent with a hard phone over MRA (8865)?   Finding
the documents don't really come out and say if it is supported or not.
See the notes about expressway versions and that is about it.

How about extension mobility login on MRA hard phone for agent use?

Erick

On Thu, Jan 23, 2020 at 1:38 PM Lelio Fulgenzi <lelio at uoguelph.ca<mailto:lelio at uoguelph.ca>> wrote:
>
> p.s. I just caught that bug description and your comment. Omg.
>
>
>
> From: Anthony Holloway <avholloway+cisco-voip at gmail.com<mailto:avholloway%2Bcisco-voip at gmail.com>>
> Sent: Thursday, January 23, 2020 3:30 PM
> To: Lelio Fulgenzi <lelio at uoguelph.ca<mailto:lelio at uoguelph.ca>>
> Cc: voyp list, cisco-voip (cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>) <cisco-voip at puck.nether.net<mailto: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 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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