[cisco-voip] CCX phone agent over MRA?

Mon Mar 23 20:01:33 EDT 2020

Yep, remote control via SIP from CUCM.

I just tried this again but on a CUCM 11.5, UCCX 12.0 and Expressway
X12.5.5.

I pulled the traces off of two phones: one on-prem, one MRA, and the
messages were the same.

This was Finesse telling the phone (Agent ext 2000) to answer a call, and
thus CUCM using out of dialog REFER containing remote call control commands
to answer the call.

REFER sip:e367249a-d9c8-4fbc-8f79-33b3e1be127f at 10.1.75.44:50868;transport=tcp
SIP/2.0^M
Via: SIP/2.0/TCP 10.1.70.110:5060;branch=z9hG4bKec56650110b79^M
From: <sip:2000 at 10.1.70.110>;tag=790972480^M
To: <sip:2000 at 10.1.75.44>^M
Call-ID: 4412b800-e7914b99-de968-6e46010a at 10.1.70.110^M
CSeq: 101 REFER^M
Max-Forwards: 70^M
Contact: <sip:2000 at 10.1.70.110:5060;transport=tcp>^M
User-Agent: Cisco-CUCM11.5^M
Require: norefersub^M
Expires: 0^M
Refer-To: cid:1234567890 at 10.1.70.110^M
Content-Id: <1234567890 at 10.1.70.110>^M
Content-Type: application/x-cisco-remotecc-request+xml^M
Referred-By: <sip:2000 at 10.1.70.110>^M
Content-Length: 340^M
^M

<x-cisco-remotecc-request>

 <answercallreq>
   <dialogid>
     <callid>42e18b00-e7914b97-de965-6e46010a at 10.1.70.110</callid>

 <localtag>2490017~9e5ce725-d89d-4564-a3be-db63e3605d34-42471213</localtag>
     <remotetag>ec1d8bbaebe266b0246fba9d-5a3ccd67</remotetag>
   </dialogid>
 </answercallreq>

</x-cisco-remotecc-request>

Or if you're interested, here's what the XML looks like when the user makes
an outgoing call with Finesse's dial pad to extension 2500.

<x-cisco-remotecc-request>

  <initiatecallreq>
     <dialstring>2500</dialstring>
     <linenumber>1</linenumber>
     <globalcallid>1-812082</globalcallid>
  </initiatecallreq>

</x-cisco-remotecc-request>

On Mon, Mar 23, 2020 at 4:23 PM NateCCIE <nateccie at gmail.com> wrote:

> I could be confused but I don’t think the phones talk CTI or CTI-QBE, they
> just talk SIP/SCCP.  UCCX talks CTI to CUCM’s CTI manager which then tells
> the phone to do something.  I know CTI isn’t supported over MRA, but that
> is for deskphone control from Jabber, not the jabber softclient.
>
>
>
> I have people using CCE via thin client talking to a MRA registered
> jabber.  Now that I think of it, they said you can’t use Jabber for mobile
> because as an agent device, but I would think that is some other limitation.
>
>
>
> *From:* cisco-voip <cisco-voip-bounces at puck.nether.net> *On Behalf Of *Wakelin,
> Frank
> *Sent:* Monday, March 23, 2020 2:49 PM
> *To:* 'Aman Chugh' <aman.chugh at gmail.com>
> *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?
>
>
>
> I’m not really sure – I have my doubts as well.  They sited the lack of
> CTI-QBE support as to why the CCX servers could not use CTI to control the
> phones connected over MRA.  The more folks that tell me they had it working
> with CCX, the more I think they just latched on to the phrase in the
> feature configuration guide and went with that.  It certainly wouldn’t be
> the first time TAC has given me a pat answer and been unwilling to
> escalate/troubleshoot with me. L
>
>
>
> ---
>
> Frank Wakelin – Senior Network Analyst
>
> Information Technology | City of Richmond
>
>
>
> Office +16042764190
>
> Mobile +17788394693
>
> fwakelin at richmond.ca
>
>
>
> *From:* Aman Chugh <aman.chugh at gmail.com>
> *Sent:* March 23, 2020 1:43 PM
> *To:* Wakelin, Frank <FWakelin at richmond.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?
>
>
>
> Just curious as to what makes it unsupported with 11.5 or what is added in
> 12 which makes it supported.
>
>
>
> Does SIP phone doing MRA require support for certain sip headers which are
> only supported with CSR 12 or later.
>
>
>
> I did have it working with CUCM 10.5 , UCCE 11.6 and Expressway 8.11.2
>
>
>
>
>
>
>
> On Mon, Mar 23, 2020 at 4:32 PM Wakelin, Frank <FWakelin at richmond.ca>
> wrote:
>
> Thanks all – I did get confirmation from TAC that this is not supported –
> at least not with 11.5.  Not sure I’m ready to upgrade everything to 12.x
> at the moment to test but will eat-mark it for later this year.
>
>
>
> ---
>
> Frank Wakelin – Senior Network Analyst
>
> Information Technology | City of Richmond
>
>
>
> Office +16042764190
>
> Mobile +17788394693
>
> fwakelin at richmond.ca
>
>
>
> *From:* Anthony Holloway <avholloway+cisco-voip at gmail.com>
> *Sent:* March 23, 2020 11:05 AM
> *To:* James B <james.buchanan2 at gmail.com>
> *Cc:* Wakelin, Frank <FWakelin at richmond.ca>; voyp list, cisco-voip (
> cisco-voip at puck.nether.net) <cisco-voip at puck.nether.net>
> *Subject:* Re: Re: [cisco-voip] CCX phone agent over MRA?
>
>
>
> No, I wouldn't think it has anything to do with finesse.  Again the user
> had direct access to Finesse, no VPN or Internet exposure, just simply the
> user was on the network with the PC while the phone was on a public
> internet circuit.  I'd guess it has worked in previous versions, as it's
> been in the UCCX SRND for a while now, but perhaps there's some issues with
> it.  I just wanted to add a story of success to this otherwise long thread
> of failures.
>
>
>
> On Mon, Mar 23, 2020 at 12:46 PM James B <james.buchanan2 at gmail.com>
> wrote:
>
> Hi Anthony,
>
>
>
> Do you attribute that to the change in web connectivity for Finesse with
> 12.x?
>
>
>
> James
>
>
>
>
>
>
>
> *From: *Anthony Holloway <avholloway+cisco-voip at gmail.com>
> *Sent: *23 March 2020 17:44
> *To: *Wakelin, Frank <FWakelin at richmond.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?
>
>
>
> For whatever it's worth, I just upgraded a customer from CSR 11 to CSR
> 12.5 (including UCCX), and testing of an Agent phone registered over MRA
> with the Finesse client directly accessing Finesse server worked.  Clicking
> call control buttons in Finesse was successful in controlling the phone.
> So, while the documentation and field experiences maybe fuzzy, here's one
> empirical case of evidence that it does work on the latest versions.
>
>
>
> Frank, what did TAC respond to you with?
>
>
>
> On Wed, Mar 18, 2020 at 1:07 PM Wakelin, Frank <FWakelin at richmond.ca>
> wrote:
>
> 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
>
>
>
> *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>
> 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
>
> -----Original Message-----
> From: cisco-voip <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>
> 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?
>
> 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> wrote:
> >
> > p.s. I just caught that bug description and your comment. Omg.
> >
> >
> >
> > 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 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>
> 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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> >
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