DRAFT_Mobile Agent

Mobile Agent

ExpertFlow’s Home Working Solution for Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Mobile Agent App, for Android smartphones and tablets, enables agents/ customer service representatives to work remotely or from home. Agents support customers using their mobile phones, in the absence of a desktop and without any VPN.

Calls: The app monitors phone calls as a Mobile Finesse client for Cisco UCCX/ UCCE/ PCCE Contact centers. Agents login, set their state on the mobile app, and receive phone calls over their GSM or phone line.  This uses Cisco Extend&Connect (CCX) or Mobile Agent (CCE).

Mobile Chat client: Agents receive live chat over any chat channel (website, Facebook Messenger, Viber, Whatsapp,…) using Expertflow’s Hybridchat solution. They can also work alongside existing chatbots.

Remote Call Alerts Mobile Finesse-cisco-uccx-ucce-pcce

Incoming Call Alerts for Remote Agents

Using Cisco Mobile Agent (CCE) and Cisco Extend&Connect(CCX) features, agents receive incoming calls from the contact center on their phone line. Once the call is answered, agents continue to use the ExpertFlow Mobile Agent App for other call controls such as hold/resume, transfer, conference, view call attached data and/or apply wrap-up while ending the call, using simple internet without any VPN.

Finesse State Changes from Remote Locations

The same Finesse state changes as on the desktop versions are available to agents in this mobile app. For instance, field support or sales engineers can login to the mobile app as “Mobile Agent”, make themselves Ready for calls and start taking customer calls while they are on the move.

Furthermore, agent states are maintained even when the app runs in the background or when the phone is locked (until the user session expires).

Mobile Agent Finesse States-cisco-uccx-ucce-pcce
Mobile Finesse Caller Data Screen Popup-cisco-uccx-ucce-pcce

Call Attached Data

As in the Finesse desktop version, agents see the call attached data about the ongoing call within the mobile app. This helps to deliver consistent, on-floor contact center experience to customers. Furthermore, it also allows agents to handle customer queries effectively even when they are away from the call center floor.

Call Wrap-ups

Agents may select and push wrap-up codes at the end of the call using the mobile app as they do with Cisco Finesse Desktop.

Mobile Finesse Wrap-up Codes-cisco-uccx-ucce-pcce

Solution Architecture

ExpertFlow Generic Connector regulates the communication between ExpertFlow Mobile Agent and Cisco Finesse Server.

We suggest to set up a reverse proxy in the Enterprise DMZ that secures the communication between the server components in the LAN and the Mobile app accessible publicly.

The following EF server components are deployed in the LAN:

  1. Mobile App Server: This is the server that hosts the mobile client app and, can be deployed on the same VM as of Generic Connector or as a separate VM in the Enterprise LAN.
  2. Generic Connector (GC): GC is connected to the Cisco Finesse Server to monitor and push changes regarding agents’ states and call controls to Finesse.

For more details on architecture and callflow, see Architectural Docs.

Architecture-Mobile Agent client for Cisco Finesse-uccx-ucce-pcce

Mobile Chat Finesse Client

In July 2020, mobile agent for telephony (a Finesse client for mobile phones) and mobile agent for chat are two separate apps. They will be merged into a single unified mobile app in Q4 2020.

To the right is a screenshot of the existing mobile chat app.

Use cases

  • Field sales and support engineers are constantly on the move. It’s almost impossible for them to sit inside the contact center premises and take customer queries. Mobile Agent app allows such engineers to be available as contact center Mobile Agents and take customer inquiries remotely. 
  • Out-of-office hours: Supervisors or experts usually need to remain available to attend to VIP customers outside of office hours. EF Mobile Agent allows them to answer VIP/ urgent calls outside of the contact center time and premises. 
  • Branch representatives as Mobile Agents: It is often needed to transfer customer calls to specific branch representatives while they are moving on the floor. EF Mobile Agent allows the branch staff to login as Mobile Agent and take customer calls while moving.

Hardware Requirements

Software Prerequisites

To be able to use Mobile Agent App, you must install and configure:

  • Mobile Agent on Cisco UCCE/PCCE OR Extend&Connect in case of CCX
  • Cisco Jabber and make it up and running on agent side to be able to make conference, transfer, and outbound calls in case of UCCX (For details, see Cisco Feature Configuration Guide

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions
Voice Recording
A simple, single-location integrated voice recording solution