@Shams Khan

using Cisco UCCE Mobile Agent with a mobile number is not a supported setup. Pega CTI integration works only with standard Cisco UCCE desktop agents where the agent is logged in through a physical desk phone or a softphone tied to the UCCE system. The mobile agent feature in Cisco is designed for call routing but does not expose the CTI events and agent state controls that Pega requires. Because of this, agent login, call monitoring, and screen pop functions will not work when a mobile number is used. If you want to enable CTI features, you must configure the agent to log in through a UCCE-supported device like IP Communicator, Jabber, or desk phone. The mobile number approach can still be used for voice calls, but Pega CTI functions such as agent status, call transfer, and wrap-up will not be available. So the recommendation is to avoid mobile agent mode and use only supported Cisco agent devices for CTI integration with Pega.