cisco unified contact centre expressd2zmdbbm9feqrf.cloudfront.net/2011/eur/pdf/brkcct-2861.pdf ·...

BRKCCT-2861

Cisco Unified Contact Centre ExpressDesign Update

© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 2

Abstract

This intermediate level session explores the latest developments in the Cisco Unified Contact Centre Express solution.

In particular, the session will examine the evolution to an appliance model and the latest design implications resulting from both the platform change and the recent feature additions in the 8.x versions.

The main features that will be covered in the session are:

The appliance model

High availability over the WAN

The agent desktop and platform virtualization.


IntroductionPrerequisites

The session is intended for contact centre specialists, administrators and solution designers who want to be updated on the latest UCCX capabilities, upgrade path and design considerations.

This Session Assumes Basic Knowledge of:

Cisco Unified Communications Manager

Contact Centre Technologies


IntroductionSession Agenda and Scope

Introduction of What UCCX is

Versions 8.x overview

New Features The appliance model

High availability over the WAN

Predictive and Progressive dialer

Platform virtualization

Agent desktop enhancements

Other enhancements

Roadmap


Introduction of What UCCX is


A Contact-Center-in-a-Box

Fully integrated ACD, IVR and CTI

Scalable, Affordable

1 – 400 agent deployments

Support MCS Servers or Cisco UCS with VMWARE

Fully Integrated Self Service

CTI integration

Three packages to fit your needs

Support for UCM and UCM Express

System Overview1


System Overview2

Voice

Both Inbound and Outbound (predictive, progressive and preview modes are supported)

Email and Web

Comprehensive Email and Web Collaboration

Quality Management

24 X 7 voice and screen recording and quality management

Workforce Management

Real-time intraday and historical resource scheduling and management


Unified Contact Center Express Unified Contact Center Enterprise

Scalability

• 400 agents per system (on UCS only)

• 400 IVR ports per server

- 8000 agents

- Networked systems supported

Redundancy

- High availability with automatic failover.

- Support for HA over the WAN.

- High availability with automatic failover.

- Support for HA over the WAN.

Outbound

- Predictive (VRU based)

- Progressive (VRU based)

- Blended agent direct preview*

- Limited campaign management

- Blended predictive

- Blended progressive

- Blended agent direct preview*

- Campaign management

UCCX 8.5 vs. UCCE 8.51For YourReference

*Premium Agent Desktop Licenses only



Multichannel

• Inbound voice

• Outbound Dialer*

• Agent E-Mail*

• Inbound voice

• Blended Outbound Dialer

• Blended E-Mail Interaction

• Blended Web Interaction

Cisco Unified Presence integration for enterprise knowledge worker integration

• Desktop integration with Cisco Unified Presence

• Desktop integration with Cisco Unified Presence

• Cisco Unified Expert Advisor

Agent desktop

• Cisco Agent Desktop :

• Windows thick client

• Web browser

• XML service on phones

• 3d party CTI integration (ACMI)

• Cisco Agent Desktop :

• Windows thick client

• Web browser

• XML service on phones

• CTI-OS Integration


*Premium Agent Desktop Licenses only



CRM integration

• Keystroke integration with any Microsoft Windows application

• HTTP integration with browser-based applications

• 3d party CTI integration (ACMI)

• Keystroke integration with any Microsoft Windows application

• HTTP integration with browser-based applications

• CTI-OS integration

• CRM connectors :

• Siebel

• Oracle Peoplesoft

• SAP

• Salesforce.com

• Microsoft CRM

IVR integration

• IVR capability (prompt and collect for standard and enhanced)

• Full IVR self-service capabilities (premium)

• IP-IVR

• Customer Voice Portal




Reporting

• Web real time tool

• Historical client (100 predefined reports)

• Support for custom reports (Crystal Report)

• Cisco Unified Intelligence Center

• Native support for custom reports

Workforce management and Quality Management

• Optional with Cisco Workforce Manager and Cisco Quality Manager

Available through partners



CCX 8.x overview


Overview

UCCX 8.0

Appliance model

2-node HA cluster with clustering over the WAN

Virtualization support

Supports direct upgrade from Unified CCX 5.0, 7.0

UCCX 8.5

Scale to 400 agents

Predictive/progressive dialer for Outbound IVR

Agent E-Mail and Desktop enhancements

Supports direct upgrade from Unified CCX 7.0, 8.0

Version

8.0

Version

8.5


Contact Center Express 8.0 Contact Center Express 8.5

Cisco Unified Communications Manager

• 7.1

• 8.0

• 8.5

• 8.0

• 8.5

Cisco Unified Communications Manager Express

• 7.1

• 8.0

• 8.5

• 8.0

• 8.1

• 8.5

QM and WFO • 8.3 • 8.5

Cisco Unified Presence

• 7.0

• 8.0• 8.0

Version 8.x Compatibility For YourReference

Check for update - compatibility Matrix is available online athttp://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf


Appliance model


Appliance Model

Limited access to file systems for both reading and writing .

Limited OS Access.

MS SQL is replaced by IBM Informix Database Can be accessed by external applications.

REST based web service to query for DB mastershipWB can obtain real time data to display on wallboardREST URL - http://<CCX server IP Address>/CCX/isDBMaster

+ +

New


Access to file system

One single directory opened for reading/writing

IO access is limited to workflow steps and custom Java I/O

Limited disk quota imposed (1.5 GB)

CLI provided to allow management

Not automatically backed up or restored

Not synchronized between HA servers

Should only be used for temporary storage

Document Repository is recommended


Appliance Upgrades1

Hardware

Active

VersionInactive

Version

EmptyCisco

Unified

CCX 8.5

Cisco

Unified CCX

8.0

Easy to Revert

Back to Original

Version

New Software Is

Moved into

Production at

Customer‟s

Convenience

Business

Disruption for

Upgrades Is

Minimized

Installation Time

Is Reduced


Appliance Upgrade2

• Facilitates upgrades and reversion.

• During an upgrade (e.g. 8.0 to 8.5), configuration and historical data is migrated.

• However, any reversion (e.g. 8.5 to 8.0) does not preserve configuration and historical data updates made after the upgrade.


High Availability over the WAN


Unified CCX HA over WAN

Unified CM Cluster

Unified CCX Cluster

IP WAN

Provide site redundancy for disaster recovery

Latency: 80 ms RTT between Unified CCX nodes (same as Unified CM CoW)

Bandwidth: 3 MB between sites

1.5 MB for Unified CCX intra-cluster communication and external communication with other components

1.MB for database replication

Version

8.0


HAoWAN – Engine Redundancy

Maximum of 2 Servers

Active (Master)/Standby Engine

Primary Engine/Preferred Master

First Node in the Cluster

Apply to Island Mode Merge and Re-elect Master from AppAdmin. Engine on Preferred Master does not lose mastership during Island Mode merge.

Separate by LAN or WAN

Failover detection time based upon deployment type:

For LAN, heartbeat is sent every 0.5s and failover if missing 5 heartbeat

For WAN, heartbeat is sent every 1s and failover if missing 10 heartbeat

Engine + Database +

CAD Services +

VoIP Monitoring/Recording

Engine + Database +

CAD Services +


LAN/WAN

M S

Version

8.0


HAoWAN – Primary Time Zone

Unified CCX Node 1

GMT: GMT

Primary TZ: GMT Unified CCX Node 2

CET: GMT+ 1

Primary TZ: GMT

Primary time zone is the OS time zone configured in the primary engine

All timestamps displayed on the UI are based on primary time zone

All time based operations are scheduled using primary time zone

Timestamps in database are stored in GMT format

Version

8.0


HAoWAN – Database Redundancy

First node in cluster is publisher, second is subscriber.

Data is written from database master and then replicates to the standby database

Database mastership follows the engine master

If one of the database fails, data is written to the surviving database except for Configuration Database Services

Data can be written to CDS only if both database publisher and subscriber are up

HR are generated from database where standby engine located

Engine + Database +

CAD Services +


Engine + Database +

CAD Services +


LAN/WAN

M SPublisher Subscriber

Version

8.0


HAoWAN – Monitoring and Recording Redundancy

All recording and monitoring servers are active

Recording

Load balanced in round-robin fashion

If one recording server fails, all recordings are performed by the surviving server

SPAN Port Monitoring

Load balanced static configuration

Desktop Monitoring

Backup by SPAN Port Monitoring

Active/Standby Model

Engine + Database +

CAD Services +


Engine + Database +

CAD Services +


LAN/WAN

Version

8.0


M

M

S

SS

Unified CCX Engine Failover

DC-1 DC-2

WAN

Branch

M

Pub Sub1 Sub2

M S


M

M M

MS

Data Center Failure

DC-1 DC-2

WAN

Branch

Pub Sub1 Sub2

S


MS

WAN Link Failure – Island Mode

DC-1 DC-2

Pub

Sub 1

Sub 2

M WAN


Master Re-election After Island Mode Recovery

DC-1 DC-2

Pub Sub 1 Sub 2

Preferred

Master

M M

WAN?S

Branch


Agent Extension In Service

Agent Failover in Island Mode

DC-1 DC-2

WAN

Branch

M M

Agent Extension

OOS

S

Pub Sub1 Sub2


HAoWAN - Bandwidth Detail

CCX HA over WAN Bandwidth includes the traffic for:

Database Replication

Heartbeat and RMI Status between Nodes

JTAPI Call Signaling

Agent Sync via AXL

Real-time Report

Master Standby

Unified CM CoW Bandwidth (extra on top HAoWAN BW):

ICCS and database replication

Agent Bandwidth (extra on top HAoWAN BW)

Call Control and Agent State Events for CAD/CSD

VoIP Monitor and Recording


HAoWAN - Node Based Configurations

Unified CCX 8.0 introduces the following node-based configurations. It is recommended that each node connects to a local provider whenever possible to minimize the WAN traffic.

AXL Service Provider

JTAPI Provider for CM Telephony Subsystem

JTAPI Provider for RmCm Subsystem

Note: In small deployment, it might not be possible to have 2 Unified CMs local in

each data center to provide redundant configurations for AXL and JTAPI. It is

recommended that at least the first entry of AXL and JTAPI providers should point to a

local Unified CM.

Version

8.0


Configure CTI Ports for master and standby engines to have different device pool, region, location etc to ensure:

Correct codec is chosen based on the region settings

Call Admission Control (CAC) is functioning correctly

HAoWAN – Node-based Configurations

Version

8.0


HAoWAN - Optional Servers Deployment

ASR/TTS

Enterprise

Database

Email

Server

WFM/QM

Wallboard

Server

LAN

LAN/WAN

LAN/WAN

LAN/WAN

LAN/WAN

Each node should point

to a local ASR/TTS

server


Predictive/Progressive Dialer


Predictive/Progressive Dialer

Collocated on CCX server

Supports IVR (8.5) and agent-based campaigns (target 9.0)

Supports Call Progress Analysis (CPA)

CPA is gateway-based to optimize performance

Preview dialer continues to be included in Premium – no changes from release 7.X and 8.0

Predictive/progressive Outbound will be an additional cost option

IVR sold on a per IVR port basis (8.5)

Agent sold on a per Agent basis (target 9.0)

Flexible packaging and pricing for outbound self service vs. assisted service

All you can eat gateway dialer ports

NOTE: Very limited campaign management in release 8.5

Version

8.5


CUCM

IVR Script

Dialer

UCCX

SIP AdapterCampaign

Mgr

Contacts

to Dial

Dial

Contact

CONTACT

Place

Call

request

Ringing

GW

Live Voice

Detected

Transfer

to CUCM

Transfer

to IVR

Talking

HELLO!

SIP Proxy

Agent

RmCm SS

Monitors

Agent

Agent

specific

events

Select

Resource Step

Place

Call

IVR Outbound ArchitectureVersion

8.5


Setup IVR Based Campaigns1

Setup General Outbound Voice Settings



Configure SIP Outbound Gateway



Create Outbound Call Control Group



Create Outbound Trigger

Create VRU Based Campaign



Load VRU Based Campaign


Voice Gateway Configuration

debug ccsip error

debug ccsip messages

voice service voip

allow-connections h323 to h323

allow-connections h323 to sip

allow-connections sip to h323

allow-connections sip to sip

sip-ua

xfer target dial-peer


Outbound IVR Call Flow Illustration

Phase 1 UCCX – SIP Gateway-Contact Phone

UCCX Gateway Contact PhoneSIP ISDN (T1/E1)

INVITE

SETUP

100 TRYING

CALL PROC

ALERTING

183 SESSION PROGRESS

ACK

CONNECT

200 OK

ACK



UCCX GatewaySIP

UPDATE (CPA START)

Phase 2UCCX – SIP Gateway

CPA @ Gateway

UPDATE (CPA RESULT)

200 OK

200 OK

REFER (IF CPA IS LIVE SPEECH)



Phase 3UCCX – SIP Gateway – CUCM

Call Transfer to Route Point

UCCX Gateway UCCMSIP H323

REFER

SETUP202 ACCEPTED

CALL PROC

ALERTING

NOTIFY 180 RINGING

CONNECT

NOTIFY 100 TRYING

200 OK

200 OK

BYE

200 OK

NOTIFY REFER COMPLETE 200 OK

200 OK


Platform Virtualization


New Deployment Building BlocksThinking outside the (MCS) Box

Deployments have been based on single application MCS servers

Virtualization allow multiple Virtual Machines to access common HW resources

Solution capacity and deployment models do not change

Building blocks change from physical „servers‟ with CPU/MEM/HDD to VMs

The number of required „servers‟ remains the same, but the HW will vary


Cluster Based on Virtual Resources

MCS Servers

CPU/Mem/HDDVirtual Machines (OVA)

vCPU/vMem/SAN or DAS

Unified CM

UnityConnection

UCCX Unified CM

UnityConnection

UCCX


Virtual Machine specification

Number of VMs typically the same as physical MCS‟s

But Virtual Machines are measured by:

-vCPU

-vRAM

-vDisk

-vNICs

A VM solution can be deployed on any “supported” UCS server that meets the specified resource

Multiple VMs on same physical HW


Host selection

Selection of host for Virtual Machines should be based on required vCPU/Memory/vNIC/HDD

?


UC on UCS Solution Components

Cisco Unified Communications 8.5

LAN

SANFC-attached Disk Array (optional for C210, not supported for C200)

PSTN

…UCS C210 M1/M2UCS C200 M2

LAN

SANUCS 6100 Fabric

InterconnectSwitches

FC-attached Disk Array(mandatory)

UCS 5100 Blade Server ChassisUCS 2100 Fabric Extender

UCS B200M1/M2 Blade Servers

PSTN

“UC on UCS” B-Series

“UC on UCS” C-Series


Hypervisor Support

VMWare ESXi 4.0 (4.1 targeted soon after 8.5)

vSphere Hypervisor (free ESXi) and Standard to Enterprise Plus (see docwiki)

Rule of Thumb – if not explicitly listed as supported, it‟s not supported

VMWare ESX (Technical reasons + VMWare‟s direction)

VMWare ESXi 3.5 (Technical reasons)


CCX 8.5 Virtualization Sizing Guidelines For YourReference

For additional Unified CCX-related virtualization information, OVA/OVF templates download,and VMware VMotion, visit the Unified Communications Virtualization DocWiki:

http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization

http://docwiki.cisco.com/wiki/Image:CCXDeployments.png

http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization


Migrating from MCS to UCS1

MCS Server

CPU/Mem/HDDVirtual Machine (OVA)

vCPU/vMem/SAN or DAS

UCCXUCCX


Migrating from MCS to UCS2

In case you are running UCCX v5 or 7:

Use Cisco Pre-Upgrade Tool on the engine master to backup your Unified CCX cluster on MCS

Perform fresh installation of Unified CCX 8.5(1) on VMWARE

Choose “Upgrade from a previous UCCX release” during the initial setup

You will then be prompted to enter the Backup TAR location

In case you are running UCCX v8.0 or 8.5:

Upgrade UCCX 8.0 to 8.5 on MCS if you need to

Use Cisco DRS to backup your Unified CCX cluster

Perform fresh installation of Unified CCX 8.5(1) on VMWARE

Use DRS to restore your system on this new UCCX cluster

Upgrade guides are available at:http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html




BRKUCC-2782

Planning and Designing Virtual UC Solutions on UCS

Technical Breakout - 90 mins - Thursday, February 3d

Recommended Session


Agent Desktop Enhancements


Configurable Answer / Drop Button

“Answer/Drop” task bar button can be configured to perform a blind transfer to an IVR post-call survey.

Version

8.0


Independent Client Configuration Package for Automated Deployment

Agent, Supervisor, and Desktop Administrator installation files (MSI) are available independent of the server installation.

Partners and customers can access and configure the client-side installation packages prior to deploying server-side software.

Located on the CAD 8.x installation DVD

The Configure MSI utility is executed from a Windows PC.

Version

8.0

This process is documented in the Cisco CAD Installation Guide available at:http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_installation_guides_list.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_installation_guides_list.html


Supported Localizations

English Spanish

French Brazilian Portuguese

German Italian

Dutch Swedish

Japanese Korean

Simplified Chinese Traditional Chinese

Danish Norwegian

Finnish Russian

Polish Turkish

Canadian French

Cisco Agent Desktop Supported Localizations

Version

8.0


Agent E-Mail

Available since CCX 7.0(1) SR1 in UCCX Premium

Entry-level email solution

Addresses market that need contact-center email management but does not require an extensive set of features

Support MS Exchange 2003/2007/2010

Provides email distribution, queuing, management, reporting

Integrated with CAD, CSD and CDA


Internet

Supervisor

LAN

MS Exchange

2003 / 2007

Enterprise

Web Server

Agent

Customer

Customer sends E-Mail

to the Call Center Agent E-Mail Service

monitors Mail Store Agent E-Mail inserts

record for appropriate

E-Mail CSQ

Cisco CCX

Agent E-Mail

Agent E-Mail sees

Agent state and

delivers to CAD

Supervisor can monitor

Agents and E-Mail

CSQs

Agent E-Mail Workflow


New Agent E-Mail User Interface and Print

Enhanced Controls

Rich HTML editor

CC / BCC Fields

Print Button

Multibyte language display

Repositioned Toolbar

Version

8.5


Agent Email Feature enhancements1

Resume E-Mail Processing on Voice Disconnect

Automatic resume after the ACD call ends or the agent completes his work state.

Global settings configured in Cisco Desktop Administrator

Delay setting allows for queued calls and reduce screen disruption

Responses can be automatically delivered to an internal Review CSQ prior to external delivery to ensure content quality

CSQ settings configured in Cisco Desktop Administrator

Requeued E-Mail include draft responses and attachments

Version

8.5


Forward, Copy, and Blind Copy

An agent can forward the assigned e-mail to an external account (message not moved to a terminal state).An agent can also manually enter an external email in the CC/BCC fields.

Configuration to be done in Cisco Desktop Administrator.

Specific address configuration for auto-replies

Enables auto-responses from a Do Not Reply address

Configuration provided in CAD as text field at the CSQ level.


Version

8.5



Three new reports added to Cisco Supervisor Desktop

E-Mail Queue Report displays all of the e-mails that have not been assigned to agents for a particular CSQ

E-Mail Assigned Report displays emails assigned to agents belonging to the team the supervisor is currently viewing for a particular CSQ

E-Mail Response Report displays a record for every e-mail responded to or deleted from the specified CSQ over the past seven days. A viewer provides the supervisor the contents of the selected E-Mail.

Version

8.5



Supervisor email viewer

Provides the supervisor the contents of the selected E-Mail.

Displays the original message and the agent‟s response, as well as any inbound or outbound attachments.

The new browser window will open on double clicking an email from one of the Real Time Displays report.

Version

8.5


Introduction to Cisco Finesse

Overview of Finesse

Web 2.0 SDK for Unified Contact Center Solutions

Thin Client Agent Desktop built using industry standards

Finesse 8.5(1) is available for Contact Center Enterprise for lab and development usage only

Features

Open Source to lower the cost of customization

Web Administration

Web SDK is common to CCE and CCX – apps using the SDK will work on either platform

UCS C-Series Support

Cisco Finesse for Contact Center Express

Targeted for Cisco Finesse 9.0

Production Agent & Supervisor Desktop for Contact Center Express

Production Web 2.0 SDK for Unified Contact Center Express


Architecture Overview

Finesse Web

Services

Web 2.0 Desktop Server

Collaboration

Container

Informix DB

Configuration

Data

Methods

Events

Configuration

Data

Load

Gadgets

Agent Web Service

Methods & Events

Methods

Events

CTI Server Core CCX or CCE

Core CCX or CCE

Runs on VOS

UCS C Series


BRKCCT-3061

Advanced Collaboration Desktop for Contact Centre Agents

Technical Breakout - 90 mins – Tuesday, February 1st

Recommended Session


Other enhancements


Resources

UCCX on cisco.com (www.cisco.com/go/uccx)

Design Guides (SRND)

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

Compatibility Matrixhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html

Technical Reference End User Documentationhttp://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Software downloadhttp://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=270569179

http://www.cisco.com/go/uccx

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_data_sheets_list.html




http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

http://tools.cisco.com/support/downloads/go/Redirect.x?mdfid=270569179


Unified CCX 8.x is integrated with RTMT which allows you to perform the following tasks:

Monitor the health of the system.

Generate various alerts (e-mails) when values go over/below user-configured thresholds.

Collect and view traces in various default viewers that exist in RTMT.

View syslog messages in SysLog Viewer.

Work with performance-monitoring counters.

Version

8.0

Real-time Monitoring Tool (RTMT)


Script Editor Enhancements/Changes

Can no longer can be installed on the CCX server

Must be downloaded and installed on laptops or workstations

Two versions can be installed on the same client

Support for time zone data type

“Time of Day” and “Day of Week” steps enhanced to support time zone.

Version

8.0


Roadmap


Solution RoadmapAligned with UC System Releases: 2011-2012

• Finesse Next Gen Web 2.0

collaboration desktop (committed)

• Customer Chat (not yet committed)

• Agent and IVR

predictive/progressive

outbound dialer

• Cisco Unified Intelligence

Center (VM and then native)

• Admin simplification

• New dedicated ACD Phone for

STD, ENH and PRE

• Universal Queue

• Social media customer care

native

• Admin/Provisioning APIs

UC Release 9.0Planning – Partially Committed

UC Release TBDPlanning – NOT COMMITTED


BRKCCT-2861

Please browse on-site Cisco Store for suitable reading.

Recommended Reading


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