Cisco CUCM offers Extend and Connect feature and Cisco Mobile Remote Access for enterprise telephony users to access. Comstice offers an alternative, on-premise infrastructure design and a purpose-built enterprise mobile app for accessing office DID lines from personal mobile phone. All the inbound and outbound calls are through mobile cell network for guaranteed audio quality and secure communications.
Why Mobile Second Line for Business
Many employees and subcontractors would like to communicate with the customers through mobile phone. Unfortunately, offering a business mobile device is costly and not practical also it does not solve all the challenges. Cisco CUCM offers Extend and Connect feature to help access mobile second line feature. However Its rollout steps are comprehensive and often require specialist firewalls and other Cisco products.
Based around customer feedback and limitations of Cisco Extend and Connect, Comstice created Mobile Enterprise solution. It helps employees to use their office DID in personal mobile . Here are the list of features Mobile Enterprise offers;
Comstice Mobile Enterprise vs Cisco Extend and Connect or MRA
Some of the key features for Comstice Desktop Agent for Cisco CUCM Mobile App are;
| Features | Cisco Jabber App with Extend and Connect | Comstice Mobile Enterprise App |
|---|---|---|
| Receiving office DID calls from Mobile Line | Yes | Yes |
| Call Recording for Compliance | Yes | Yes |
| Making 1-Stage Calls from Mobile using Office DID | No | Yes |
| Block Callers (Robocalls, Sales Calls etc.) | No | Yes |
| Caller's Number and Name Instant Match | No | Yes |
| Protecting customer or lead's phone number from the employee | No | Yes |
| Outbound Calling by Name (without disclosing contact's phone number) | No | Yes |
| Transfer Outbound Calls to Internal Number | No | Yes |
| Conference Outbound Calls with Internal Numbers | No | Yes |
| Daily/Weekly Callback Lists | No | Yes |
| CRM Integration: Make calls from CRM by name | No | Yes |
| CRM screen-pop for incoming caller | No | Yes |
| Automated Mobile Presence | No | Yes |
| SMS Text to and from DID (where available) | No | Yes |
| Works WITHOUT Cisco Expressway Firewall | No | Yes |
| Company Logo and colors on the app login and menu pages | No | Yes |
How It Works
Comstice offers Comstice Mobility Server as part of the solution which is hosted in customer's or Cisco HCS partner's network. Mobile Enterprise app communicates with this server directly. Comstice Mobility Server is integrated with Cisco CUCM Cluster so that mobile users can make call, receive call, access callback lists and other features such as CRM, SMS text and call blocking.
Making a Call
Comstice Mobility server manages inbound and outbound calls via CTI. It manages the call while it is active and helps to transfer or conference the call to an internal extension or external number.
Mobile app make the call request to Comstice Mobility Server. Mobility server helps Cisco CUCM to generate calls to the employee's mobile number and the destination (internal or external). It monitors the active call in case the mobile employee would like to transfer or conference the call via Cisco CUCM. Destination phone sees mobile employee's office DID number as the calling number.
Transferring a Call
During an active call (inbound or outbound), mobile employee can transfer or conference the call to an internal or an external destination. In case of transfer, Mobility Server asks Cisco CUCM to remove mobile employee from the active call and transfer the call to the final destination. Call can not be controlled by Comstice Mobility server from this point onwards.
Receiving a Call
If a customer calls mobile employee's office DID number, the call will be managed by Comstice Mobility Server and Cisco CUCM will call mobile employee's mobile number.
In this case again, mobile employee can terminate, transfer or conference the call. Transfer and conference features will be done through Cisco CUCM.
Conclusion
Remote working with the dedicated business phone number helps employees to handle customer communications better. It also gives businesses an opportunity to monitor mobile business communications, restrict employee's access to the customer contact details and vice versa.
Comstice Mobile Enterprise brings a new value to your Cisco CUCM investment and helps roll out remote working practice within days.
Comstice is a technology partner with Cisco, Avaya and Amazon Connect. You can get more information about Contact Center Mobility solutions from here.