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:[email protected]:50868;transport=tcp SIP/2.0^M Via: SIP/2.0/TCP 10.1.70.110:5060;branch=z9hG4bKec56650110b79^M From: <sip:[email protected]>;tag=790972480^M To: <sip:[email protected]>^M Call-ID: [email protected]^M CSeq: 101 REFER^M Max-Forwards: 70^M Contact: <sip:[email protected]:5060;transport=tcp>^M User-Agent: Cisco-CUCM11.5^M Require: norefersub^M Expires: 0^M Refer-To: cid:[email protected]^M Content-Id: <[email protected]>^M Content-Type: application/x-cisco-remotecc-request+xml^M Referred-By: <sip:[email protected]>^M Content-Length: 340^M ^M <x-cisco-remotecc-request> <answercallreq> <dialogid> <callid>[email protected]</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 <[email protected]> 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 <[email protected]> *On Behalf Of > *Wakelin, > Frank > *Sent:* Monday, March 23, 2020 2:49 PM > *To:* 'Aman Chugh' <[email protected]> > *Cc:* voyp list, cisco-voip ([email protected]) < > [email protected]> > *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 > > [email protected] > > > > *From:* Aman Chugh <[email protected]> > *Sent:* March 23, 2020 1:43 PM > *To:* Wakelin, Frank <[email protected]> > *Cc:* voyp list, cisco-voip ([email protected]) < > [email protected]> > *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 <[email protected]> > 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 > > [email protected] > > > > *From:* Anthony Holloway <[email protected]> > *Sent:* March 23, 2020 11:05 AM > *To:* James B <[email protected]> > *Cc:* Wakelin, Frank <[email protected]>; voyp list, cisco-voip ( > [email protected]) <[email protected]> > *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 <[email protected]> > wrote: > > Hi Anthony, > > > > Do you attribute that to the change in web connectivity for Finesse with > 12.x? > > > > James > > > > > > > > *From: *Anthony Holloway <[email protected]> > *Sent: *23 March 2020 17:44 > *To: *Wakelin, Frank <[email protected]> > *Cc: *voyp list, cisco-voip ([email protected]) > <[email protected]> > *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 <[email protected]> > 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 > > [email protected] > > > > *From:* Aman Chugh <[email protected]> > *Sent:* March 17, 2020 7:45 PM > *To:* Wakelin, Frank <[email protected]> > *Cc:* Erick Bergquist <[email protected]>; Lelio Fulgenzi < > [email protected]>; voyp list, cisco-voip ([email protected]) < > [email protected]> > *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 <[email protected]> > 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 > [email protected] > > -----Original Message----- > From: cisco-voip <[email protected]> On Behalf Of Erick > Bergquist > Sent: January 30, 2020 10:44 AM > To: Lelio Fulgenzi <[email protected]> > Cc: voyp list, cisco-voip ([email protected]) < > [email protected]> > 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 <[email protected]> wrote: > > > > p.s. I just caught that bug description and your comment. Omg. > > > > > > > > From: Anthony Holloway <[email protected]> > > Sent: Thursday, January 23, 2020 3:30 PM > > To: Lelio Fulgenzi <[email protected]> > > Cc: voyp list, cisco-voip ([email protected]) < > [email protected]> > > 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 <[email protected]> > 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? > > _______________________________________________ > > cisco-voip mailing list > > [email protected] > > https://puck.nether.net/mailman/listinfo/cisco-voip > > > > _______________________________________________ > > cisco-voip mailing list > > [email protected] > > https://puck.nether.net/mailman/listinfo/cisco-voip > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip > > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip > > > > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip > > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip >
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