Cisco Finesse Mobile for Employees on the Move

Major US Airport rolled out Cisco Finesse Mobile Softphone app by Comstice for their employees and partners on the move to enhance call distribution within the Airport campus and airfield.

Problem: Staff On the Move

Many of the airport employees use wireless radio but this is not a very suitable option when it comes to distributing calls to the available staff for certain skills. There is a mechanism needed to distribute calls for certain skills at the airport.

Solution: Distribute Calls via Cisco Finesse Mobile

Cisco Finesse Mobile softphone app helps staff members to be able to login as an agent, set themselves available for the skills they are able to handle. Caller will dial a single number and request the skill they need, Cisco UCCX will send the call to the relevant queue. Mobile agent who is available will pick up and follow up with the request. A ticket will be generated automatically and the mobile user can handle the ticket from the mobile app.

All these mobile users are Cisco Finesse agents, therefore they will be reported via CUIC or other Cisco Finesse reporting tools.

Business Requirements

Since the client is a major US Airport, business requirements are mainly around reliability, data privacy and security of the solution.

• The solution must be on-premises. Both Cisco UCCX and Comstice Mobility Servers are hosted on-premises.
• All the data must be encrypted while on the move and while at rest. Comstice Mobility solution runs on a LinuxVM and both data at rest and data on the move are ecnrypted.
• Cisco Finesse Mobile app must have a voIP support. Comstice Webrtc Gateway helps to deliver calls to Cisco Finesse Mobile app as a voice over IP call.

Implementation and Onboarding

• Deployment of Comstice Servers: Comstice servers will be deployed as a virtual server on Linux VMs as Docker containers.
• Firewall Settings: Certain firewall changes needed for solution to communicate with the mobile apps.
• Cisco CUCM and Finesse / UCCX configurations: Users will be configured as Finesse agents.
• Admin and end user training: Admin training is provided on a webex session. Users are provided with a mobile app user guide and instructional video.

Customer Support and Service

• Comstice offers break-fix support in production. The solution runs with 1:1 redundancy.
• Admins on the client side follow the troubleshooting steps provided. If needed, they open a ticket to Comstice.
• Support calls are done via webex.

Conclusion

Cisco Finesse Mobile softphone app has many use cases; it provides privacy to mobile users by protecting their mobile numbers and helps to distribute calls to the available users. Check out Comstice Mobile Softphone for Cisco Finesse product page for more information.