<div dir="ltr">There's literally TAC engineers and other awesome people from Cisco watching this list. How about it? Anyone willing to dig into this for us. The COVID thing is really pushing people to remote scenarios, and having a single truth of the matter would be helpful.</div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Mon, Mar 23, 2020 at 3:53 PM Wakelin, Frank <<a href="mailto:FWakelin@richmond.ca">FWakelin@richmond.ca</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">
<div lang="EN-CA">
<div class="gmail-m_4569156174016866670WordSection1">
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">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. </span>
<span style="font-size:11pt;font-family:Wingdings;color:rgb(31,73,125)">L</span><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">---<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Frank Wakelin – Senior Network Analyst<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Information Technology | City of Richmond
<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Office +16042764190<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Mobile +17788394693<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><a href="mailto:fwakelin@richmond.ca" target="_blank"><span style="color:rgb(5,99,193)">fwakelin@richmond.ca</span></a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span lang="EN-US" style="font-size:11pt;font-family:Calibri,sans-serif"> Aman Chugh <<a href="mailto:aman.chugh@gmail.com" target="_blank">aman.chugh@gmail.com</a>>
<br>
<b>Sent:</b> March 23, 2020 1:43 PM<br>
<b>To:</b> Wakelin, Frank <<a href="mailto:FWakelin@richmond.ca" target="_blank">FWakelin@richmond.ca</a>><br>
<b>Cc:</b> voyp list, cisco-voip (<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>) <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br>
<b>Subject:</b> Re: [cisco-voip] CCX phone agent over MRA?<u></u><u></u></span></p>
<p class="MsoNormal"><u></u> <u></u></p>
<div>
<p class="MsoNormal">Just curious as to what makes it unsupported with 11.5 or what is added in 12 which makes it supported.<u></u><u></u></p>
<div>
<p class="MsoNormal"><u></u> <u></u></p>
</div>
<div>
<p class="MsoNormal">Does SIP phone doing MRA require support for certain sip headers which are only supported with CSR 12 or later.<u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"><u></u> <u></u></p>
</div>
<div>
<p class="MsoNormal">I did have it working with CUCM 10.5 , UCCE 11.6 and Expressway 8.11.2<u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"><u></u> <u></u></p>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
</div>
</div>
<p class="MsoNormal"><u></u> <u></u></p>
<div>
<div>
<p class="MsoNormal">On Mon, Mar 23, 2020 at 4:32 PM Wakelin, Frank <<a href="mailto:FWakelin@richmond.ca" target="_blank">FWakelin@richmond.ca</a>> wrote:<u></u><u></u></p>
</div>
<blockquote style="border-top:none;border-right:none;border-bottom:none;border-left:1pt solid rgb(204,204,204);padding:0cm 0cm 0cm 6pt;margin-left:4.8pt;margin-right:0cm">
<div>
<div>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">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.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">---</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Frank Wakelin – Senior Network Analyst</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Information Technology | City of Richmond
</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Office +16042764190</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)">Mobile +17788394693</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"><a href="mailto:fwakelin@richmond.ca" target="_blank"><span style="color:rgb(5,99,193)">fwakelin@richmond.ca</span></a></span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:11pt;font-family:Calibri,sans-serif;color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span lang="EN-US" style="font-size:11pt;font-family:Calibri,sans-serif"> Anthony
Holloway <<a href="mailto:avholloway%2Bcisco-voip@gmail.com" target="_blank">avholloway+cisco-voip@gmail.com</a>>
<br>
<b>Sent:</b> March 23, 2020 11:05 AM<br>
<b>To:</b> James B <<a href="mailto:james.buchanan2@gmail.com" target="_blank">james.buchanan2@gmail.com</a>><br>
<b>Cc:</b> Wakelin, Frank <<a href="mailto:FWakelin@richmond.ca" target="_blank">FWakelin@richmond.ca</a>>; voyp list, cisco-voip (<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>) <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br>
<b>Subject:</b> Re: Re: [cisco-voip] CCX phone agent over MRA?</span><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<div>
<p class="MsoNormal">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.<u></u><u></u></p>
</div>
<p class="MsoNormal"> <u></u><u></u></p>
<div>
<div>
<p class="MsoNormal">On Mon, Mar 23, 2020 at 12:46 PM James B <<a href="mailto:james.buchanan2@gmail.com" target="_blank">james.buchanan2@gmail.com</a>> wrote:<u></u><u></u></p>
</div>
<blockquote style="border-top:none;border-right:none;border-bottom:none;border-left:1pt solid rgb(204,204,204);padding:0cm 0cm 0cm 6pt;margin:5pt 0cm 5pt 4.8pt">
<div>
<div>
<p class="MsoNormal"><span lang="EN-GB">Hi Anthony,</span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-GB">Do you attribute that to the change in web connectivity for Finesse with 12.x?</span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-GB">James</span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
<div style="border-right:none;border-bottom:none;border-left:none;border-top:1pt solid rgb(225,225,225);padding:3pt 0cm 0cm">
<p class="MsoNormal"><b><span lang="EN-GB">From:
</span></b><span lang="EN-GB"><a href="mailto:avholloway+cisco-voip@gmail.com" target="_blank">Anthony Holloway</a><br>
<b>Sent: </b>23 March 2020 17:44<br>
<b>To: </b><a href="mailto:FWakelin@richmond.ca" target="_blank">Wakelin, Frank</a><br>
<b>Cc: </b><a href="mailto:cisco-voip@puck.nether.net" target="_blank">voyp list, cisco-voip (cisco-voip@puck.nether.net)</a><br>
<b>Subject: </b>Re: [cisco-voip] CCX phone agent over MRA?</span><u></u><u></u></p>
</div>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
<div>
<p class="MsoNormal"><span lang="EN-GB">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.</span><u></u><u></u></p>
<div>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-GB">Frank, what did TAC respond to you with?</span><u></u><u></u></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-GB"> </span><u></u><u></u></p>
<div>
<div>
<p class="MsoNormal"><span lang="EN-GB">On Wed, Mar 18, 2020 at 1:07 PM Wakelin, Frank <<a href="mailto:FWakelin@richmond.ca" target="_blank">FWakelin@richmond.ca</a>> wrote:</span><u></u><u></u></p>
</div>
<blockquote style="border-top:none;border-right:none;border-bottom:none;border-left:1pt solid rgb(204,204,204);padding:0cm 0cm 0cm 6pt;margin:5pt 0cm 5pt 4.8pt">
<div>
<div>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">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.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">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?</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">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.</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">---</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">Frank Wakelin – Senior Network Analyst</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">Information Technology | City of Richmond
</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">Office +16042764190</span><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)">Mobile +17788394693</span><u></u><u></u></p>
<p class="MsoNormal"><a href="mailto:fwakelin@richmond.ca" target="_blank"><span style="color:rgb(5,99,193)">fwakelin@richmond.ca</span></a><u></u><u></u></p>
<p class="MsoNormal"><span style="color:rgb(31,73,125)"> </span><u></u><u></u></p>
<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US"> Aman Chugh <<a href="mailto:aman.chugh@gmail.com" target="_blank">aman.chugh@gmail.com</a>>
<br>
<b>Sent:</b> March 17, 2020 7:45 PM<br>
<b>To:</b> Wakelin, Frank <<a href="mailto:FWakelin@richmond.ca" target="_blank">FWakelin@richmond.ca</a>><br>
<b>Cc:</b> Erick Bergquist <<a href="mailto:erickbee@gmail.com" target="_blank">erickbee@gmail.com</a>>; Lelio Fulgenzi <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>>; voyp list, cisco-voip (<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>)
<<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br>
<b>Subject:</b> Re: [cisco-voip] CCX phone agent over MRA?</span><u></u><u></u></p>
<p class="MsoNormal"> <u></u><u></u></p>
<div>
<div>
<p class="MsoNormal">It should work if CTI from Finesse is using VPN.<u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
</div>
<div>
<p class="MsoNormal">Are you able to make inbound and outbound call to the MRA phone without Finesse.<u></u><u></u></p>
</div>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
</div>
<div>
<p class="MsoNormal">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.<u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
</div>
<div>
<p class="MsoNormal">Aman<u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
</div>
<div>
<p class="MsoNormal"> <u></u><u></u></p>
<div>
<div>
<p class="MsoNormal">On Tue, Mar 17, 2020 at 3:04 PM Wakelin, Frank <<a href="mailto:FWakelin@richmond.ca" target="_blank">FWakelin@richmond.ca</a>> wrote:<u></u><u></u></p>
</div>
<blockquote style="border-top:none;border-right:none;border-bottom:none;border-left:1pt solid rgb(204,204,204);padding:0cm 0cm 0cm 6pt;margin:5pt 0cm 5pt 4.8pt">
<p class="MsoNormal">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.<br>
<br>
I use Jabber as a softphone on the laptop the call is presented no problem. Any ideas?<br>
<br>
---<br>
Frank Wakelin - Senior Network Analyst<br>
Information Technology | City of Richmond <br>
<br>
Office +16042764190<br>
Mobile +17788394693<br>
<a href="mailto:fwakelin@richmond.ca" target="_blank">fwakelin@richmond.ca</a><br>
<br>
-----Original Message-----<br>
From: cisco-voip <<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>> On Behalf Of Erick Bergquist<br>
Sent: January 30, 2020 10:44 AM<br>
To: Lelio Fulgenzi <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>><br>
Cc: voyp list, cisco-voip (<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>) <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br>
Subject: Re: [cisco-voip] CCX phone agent over MRA?<br>
<br>
Has anyone done a Agent with a hard phone over MRA (8865)? Finding<br>
the documents don't really come out and say if it is supported or not.<br>
See the notes about expressway versions and that is about it.<br>
<br>
How about extension mobility login on MRA hard phone for agent use?<br>
<br>
Erick<br>
<br>
On Thu, Jan 23, 2020 at 1:38 PM Lelio Fulgenzi <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>> wrote:<br>
><br>
> p.s. I just caught that bug description and your comment. Omg.<br>
><br>
><br>
><br>
> From: Anthony Holloway <<a href="mailto:avholloway%2Bcisco-voip@gmail.com" target="_blank">avholloway+cisco-voip@gmail.com</a>><br>
> Sent: Thursday, January 23, 2020 3:30 PM<br>
> To: Lelio Fulgenzi <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>><br>
> Cc: voyp list, cisco-voip (<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>) <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br>
> Subject: Re: [cisco-voip] CCX phone agent over MRA?<br>
><br>
><br>
><br>
> Are you talking Finesse IP Phone Agent (FIPPA)?<br>
><br>
><br>
><br>
> 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.<br>
><br>
><br>
><br>
> <a href="https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvi51697" target="_blank">
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvi51697</a><br>
><br>
><br>
><br>
> Just know that you'll have to add your UCCX server addresses to the HTTP Allow list on Expressway-C.<br>
><br>
><br>
><br>
> 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. ;)<br>
><br>
><br>
><br>
> 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.<br>
><br>
><br>
><br>
> 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.<br>
><br>
><br>
><br>
> On Thu, Jan 23, 2020 at 2:07 PM Lelio Fulgenzi <<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>> wrote:<br>
><br>
><br>
> Can anyone say whether or not a CCX phone agent (or finesse agent in the future) is supported over MRA?<br>
><br>
> The MRA guides say:<br>
><br>
> 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.<br>
><br>
> We're looking at a simple phone agent setup, no desktop agent/control, etc.<br>
><br>
> Thoughts?<br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
><br>
> _______________________________________________<br>
> cisco-voip mailing list<br>
> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br>
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