It should affect all clients which are registered over MRA with multiple lines.
On Mon, Mar 30, 2020 at 2:06 PM Hunter Fuller <[email protected]> wrote: > If you can do a tcpdump between expressway and call manager you will see a > 404 and it would verify that. We didn’t see it on Jabber because we just > hadn’t tried it - only needed multiple lines on hard phones. > > Or you can just change the setting on expressway, reregister Jabber, and > hope for the best. Depends on what kind of lifestyle you subscribe to, I > suppose. > > On Mon, Mar 30, 2020 at 13:01 Lelio Fulgenzi <[email protected]> wrote: > >> Um, ok. I just got a call from someone saying secondary lines are not >> working on Jabber desktop via MRA. >> >> >> >> I was under the impression from our discussion below that this only >> affects the 8800? >> >> >> >> But it affects Jabber too? >> >> >> >> *From:* Lelio Fulgenzi <[email protected]> >> *Sent:* Monday, March 23, 2020 9:52 PM >> *To:* Lelio Fulgenzi <[email protected]>; Wakelin, Frank < >> [email protected]> >> *Cc:* voyp list, cisco-voip <[email protected]> >> *Subject:* RE: [cisco-voip] CCX phone agent over MRA? >> >> >> >> Yeah. It exists! (on *8.*10) >> >> >> >> *From:* cisco-voip <[email protected]> *On Behalf Of *Lelio >> Fulgenzi >> *Sent:* Monday, March 23, 2020 9:41 PM >> *To:* Wakelin, Frank <[email protected]> >> *Cc:* voyp list, cisco-voip <[email protected]> >> *Subject:* Re: [cisco-voip] CCX phone agent over MRA? >> >> >> >> Wow. Interesting. Will have to read the X10.4 (*cough*) guide to see if a >> similar feature exists. >> >> >> >> Thanks for this. >> >> Sent from my iPhone >> >> >> On Mar 23, 2020, at 9:29 PM, Wakelin, Frank <[email protected]> wrote: >> >> Absolutely, here’s what Aman sent me: >> >> >> >> Anther thing of note is use of *SIP Path header* on Expressway C. This >> may be needed to turned on if you multiple lines on 88xx phone. I have seen >> an issue when were we not able to ring second line on the phone when this >> was turned off on Expressway C. >> >> >> >> You will need that turned up on Expressway C under unified communication >> - configuration. >> >> >> >> I ran into this in testing in my environment few days back. >> >> >> >> There are certain version requirements to have this turned on with CUCM. >> Page 33 >> >> >> >> >> https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/expressway/config_guide/X8-11/Mobile-Remote-Access-via-Expressway-Deployment-Guide-X8-11-4.pdf >> >> >> >> >> >> >> --- >> >> Frank Wakelin – Senior Network Analyst >> >> Information Technology | City of Richmond >> >> >> >> Office +16042764190 >> >> Mobile +17788394693 >> >> [email protected] >> >> >> >> *From:* Lelio Fulgenzi <[email protected]> >> *Sent:* March 23, 2020 6:23 PM >> *To:* Wakelin, Frank <[email protected]> >> *Cc:* voyp list, cisco-voip <[email protected]> >> *Subject:* Re: [cisco-voip] CCX phone agent over MRA? >> >> >> >> >> >> Um, so, outside of ccx, getting multiline 8800s working over MRA requires >> extra config? >> >> >> >> Can you share any tech notes ? >> >> >> >> >> >> Sent from my iPhone >> >> >> On Mar 23, 2020, at 8:53 PM, Wakelin, Frank <[email protected]> wrote: >> >> Yeah, once again as it turns out it was the Cisco TAC engineer not really >> knowing the product they are apparently supporting – which is fine, but >> they also never escalated the call to someone who does when the question >> was over their head either. – heavy sigh – >> >> >> >> As it turns out we generally configure all of our agents contact centre >> lines as their second line. After my post Aman reached out to me with a >> note about the use of the *SIP Path header* on Expressway C as this is >> needed to support multiple lines on 88xx phone. The lack of multiline >> support was what was killing the call to the agent extension (on the second >> line of the phone) when it was presented by CCX. I had a chance to enable >> the SIP path header today and successfully tested CCX. >> >> >> >> So thanks all for your assistance and more so your insistence that this >> is supported/working in your environments. Thanks Aman for the mention of >> the SIP path header! >> >> >> >> --- >> >> Frank Wakelin – Senior Network Analyst >> >> Information Technology | City of Richmond >> >> >> >> Office +16042764190 >> >> Mobile +17788394693 >> >> [email protected] >> >> >> >> *From:* cisco-voip <[email protected]> *On Behalf Of >> *Anthony >> Holloway >> *Sent:* March 23, 2020 5:02 PM >> *To:* NateCCIE <[email protected]> >> *Cc:* voyp list, cisco-voip <[email protected]> >> *Subject:* Re: [cisco-voip] CCX phone agent over MRA? >> >> >> >> 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 >> >> _______________________________________________ >> 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 >> > -- > > -- > Hunter Fuller > Router Jockey > VBH Annex B-5 > +1 256 824 5331 > > Office of Information Technology > The University of Alabama in Huntsville > Network Engineering > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip >
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