cisco unified icm and unified cc enterprise 7

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Unified ICM/Unified CC Enterprise & Hosted

What’s new in Release 7.2

Bob Erdman Product Manager,Contact Center [email protected]


Contact Center Product Portfolio

Self ServiceSelf Service

•Customer Voice Portal•IP IVR

•Customer Voice Portal•IP IVR

Unified ICMUnified ICM

•Enterprise•Hosted•Enterprise•Hosted

Unified CC Unified CC

•Enterprise•Hosted•Express

•Enterprise•Hosted•Express

OptionsOptions•Unified E-Mail Interaction Manager•Unified Web Interaction Manager•Outbound Option

•Unified E-Mail Interaction Manager•Unified Web Interaction Manager•Outbound Option


Terminology reviewCisco Unified Contact Center Enterprise (Unified CCE) – Formerly IPCC Enterprise Edition

Cisco Unified Contact Center Hosted (Unified CCH) - Formerly IPCC Hosted Edition

Cisco Unified ICM Enterprise (Unified ICME) Formerly ICM Enterprise Edition

Cisco Unified ICM Hosted (Unified ICMH) Formerly ICM Hosted Edition


Release 7. 2(X) Positioning Strategy

Minor release with new feature content

Part of Cisco Unified Communications System Release 6

Synchronized with Unified Communications Manager 6.0 and other Unified Communications Applications

Joint development with IPCBU

Target Platform: Windows Server 2003 Only

FCS target: June/July 2007


Release 7.2(X) Content

Communications Manager 6.0 Silent

Monitoring Support, works for all Agent

Desktops

Communications Manager 6.0 Silent

Monitoring Support, works for all Agent

Desktops

Advanced Syslog/RFC-3164 (CiscoLog Event

Formatting)

Advanced Syslog/RFC-3164 (CiscoLog Event

Formatting)

Includes all ICM and Contact

Center 7.1 features

Includes all ICM and Contact

Center 7.1 features

Cisco Security Agent 5.0


Russian and Traditional Chinese Localization

Russian and Traditional Chinese Localization

Support Tools AuthenticationSupport Tools Authentication

Security Hardening for JITC/DoDCertification

Security Hardening for JITC/DoDCertification

Outbound Dialer Detail Records -

Target availability 7.2(2)

Outbound Dialer Detail Records -

Target availability 7.2(2)

Avaya Agent Routing Integration

Avaya Agent Routing Integration

Intel Xeon Dual Core MCS 7835

and 7845

Intel Xeon Dual Core MCS 7835

and 7845

Includes Cisco Unified CRM Connectors

Includes Cisco Unified CRM Connectors


Unified Communications Manager 6.0 Silent Monitoring


Current Silent Monitoring

PSTNAgent Station

Supervisor Station

VoIPPackets sniffed

from PC application

Customer Voice Output

on Sound Card

Customer & Agent conversation is tapped at the Agent’s PC, and played out on the Supervisor’s PC sound card

Unified Communications Manager is not aware of call

Silent Monitor: Supervisor’s ability to listen in on agent’s calls for quality control and performance evaluation


Unified Communications Manager 6.0 Silent Monitoring

PSTNAgent Station

Supervisor Station

Customer

VoIPPackets

from IP Phone’s

Bridge

Voice Output on IP

PhoneCustomer & Agent conversation is tapped at the Agent’s IP Phone, and played out on the Supervisor’s IP Phone

Unified Communications Manager performs the silent monitoring operation

Silent Monitor: Supervisor’s ability to listen in on agent’s calls for quality control and performance evaluation


Unified Communications Manager 6.0 Silent Monitoring Benefits

No scalability limits (fully distributed solution)No desktop footprint for SM clientNo NIC card restrictionsSupervisor receives audio via phone instead of PC Silent monitor calls are reported as agent-to-agent calls for supervisors. With the current silent monitor, supervisor’s time spent silent monitoring is not tracked.Consistent with Network best practices - silent monitor call is carried on the voice LAN. With the current silent monitor, the voice stream is carried on the data LAN.Any 7.x desktop (C++, Java, .Net, Siebel) can be silent monitored provided the agent is not a mobile agent Supported in a Citrix environmentBasis for future phone-in silent monitoring solution


Unified Communications Manager 6.0 Silent Monitoring Limitations/Restrictions

Agent phones must be 7970, 7941, 7961, or 7971Agent can not use IP communicator

Supervisors can not use 7.1(x) or earlier desktops

Silent monitoring of SRTP streams is not supported

Mobile agents cannot be silent monitored using the Unified CM 6.0 Silent Monitoring feature

If silent monitor of a Mobile agent is required, then the use of a SPAN is required.


Cisco Unified CRM Connectors


Cisco Unified CRM ConnectorsSolving the integration problem

Integration between telephony and CRM applications is non-trivial

Siebel, Salesforce.com, PeopleSoft, Microsoft CRM

CRM and Contact Centers are expected to be integrated

Cisco provides a virtually plug-and-play solution

Based on strategic partnerships with the CRM vendors

Certified by the CRM vendors

Leveraging extensive CRM/CTI experience


Cisco Unified CRM Connectors

Key Features and BenefitsSingle CRM Agent User Interface and single log on

Less clutter on the desktop

Screen-pops with customer information

Faster call handling

One-click dialing

Saves time and reduces wrong number rate

Calls are automatically logged in the CRM system

Less error prone than manual data entry


CRM Connector Architecture

CustomerCustomer

CRMSoftware

e.g. SiebelSalesforce, etc.

Agent positions with phone and CRM user interface

Cisco UnifiedCommunications Manager

3rd Party ACD

Cisco UnifiedCRM Connector (details differ per CRM vendor)


Avaya Agent Routing Integration (ARI)


Typical Unified ICM PG RoutingTraditional routing via ACD specific Peripheral GatewayUnified ICM monitors agent state, skill state, device stateUnified ICM CTI communicates with PG to provide call control andagent state managementRoute selection is at the skill group levelACD selects final agent – alerts ICMAgent & Skill map configuration done on Avaya ACD

(some ACD types can replicate config to ICM)

PBX/ACD

Avaya PGPSTN

CTI Server C

TIO

S


Unified ICM Agent Routing IntegrationICM performs ACD functions

–Similar to how CCE functions, the new ARS PG manages agent and device states from the PBX–The ARS PG combined with the Avaya ARS Gateway now implement this capability in a TDM model–The Avaya ARS GW captures device states, call states, manages call control–The ARS PG generically manages communication to the central controller–Queuing can be on switch or alternatively on an IVR–Agent / Skill Group configuration done in ICM

ARS PGAvaya ARS

GW

PSTNCTI

Server

PBX/ACD

CTI

OS


Unified ICM Agent Routing Integration

Leveraging Unified CCE constructs in Unified ICM

ARI adds the following ACD capability to ICM for TDM based integrations

Agent level selections

Call, Agent, Queue reporting

Queue management

Queue can be local (on switch) or remote (on IVR device)

ACD reporting is managed via Unified CCE reporting templates

ACD configuration managed with Unified CCE configuration screens


Security Enhancements



New standalone agent for improved intrusion prevention capabilities

New Engine using CSA 5.0.0 and policy based on most recent CSA 4.5.x policy

Similar to previous releases, single agent for the ICM Product Family including Unified ICM, Unified CCE, Outbound Option, CTI OS Server, Cisco Agent Desktop, Support Tools.


Support Tools Authentication

Support Tools 2.1 Node Agent installer deploys an IPSec policy using a pre-shared key provided during installation

The Administrator supplies a specific string of text at support tools install time.

Support Tools IPSec policy provides authentication but not encryption

A Node Agent with IPSec can only connect to a Server with IPSec

A Node Agent without IPSec can connect to both a Server with and without IPSec


Security Hardening for JITC/DoD Certification

Cisco Unified CCE has achieved DoD Joint Interoperability Test Command (JITC) Certification.

JITC Certification validates that Cisco IP Contact Center meets their Interoperability (IO) requirements and that our solution can effectively interoperate with other solutions deployed in the Defense Switch Network (DSN).

Default Security Template updated as part of Release 7.2(X)

All our customers now benefit from the work done to pass the JITC testing.


Added language Support


Added language Support

• Release 7.2(1) adds support and localizations for Traditional ChineseRussian

• Release 7.2(1) continues to support and maintain previous localizations:

Japanese, Simplified Chinese, Korean, European French, Canadian French, German, Spanish, Italian, Brazilian Portuguese, Dutch, Swedish, Danish


Support Advanced Syslog/RFC-3164


Support Advanced Syslog/RFC-3164CiscoLog Event Formatting consistent with Cisco UC Solution and Cisco IOS™

Event message reporting enhancement to:Gain consistency across the Cisco Unified Communications solution

Provide customers with the capability to easily collect, store and view a verbose set of health impacting events

Ease problem recognition and help speed resolution

Reformatting “external” events into a consistent format across the solution allows for easier correlation, merging and searching


Outbound OptionDialer Details

Target Availability 7.2(2)


Outbound Option - Dialer Overview

Manage customer lists and place outbound calls to customers on behalf of agents

Configuration, Scripting, and Reporting integrated into Unified CCE


What is Dialer Detail?

Dialer Detail is a new historical database table

Stores a record for each attempt the Dialer makes to contact a customer

Tracks data on all outbound attempts, including personal callback attempts and preview calls that are skipped by an agent

Only available for IP Dialers


What is Dialer Detail used for?Provides data that is needed to run outbound campaigns

Track Contact HistoryDetermine how many times the dialer has attempted to reach the contact

The result of the last contact attempt can be used to determine if the contact should be included in a subsequent campaign

Track Agent ActivityDetermine how many contacts an Agent Skips or Rejects in preview or direct preview modes

Determine the number of callbacks an Agent schedules

Other custom reporting or custom integrationNote that there are no canned WebView reports for this table


Media Convergence Servers (MCS) Update


Performance testing underway

Early results indicate that the high-end MCS-7845-H2 and MCS-7845-I2 Servers with two Intel Xeon Dual-Core processors are capable of supporting the most demanding components, and our highest supported numbers.

An updated SRND and Cisco ICM/IPCC Enterprise and Hosted Edition Hardware and System Software Specification (Bill of Materials) will be available soon.


Summary - Minor Release 7.2(x)

Target FCS Date: June/July 2007Target Platform: Windows Server 2003 OnlyDriving Features:

Communications Manager 6.0 Silent MonitoringAvaya Agent Routing IntegrationSecurity ImprovementsExpanded LocalizationImproved ServiceabilityDialer Details historical database table (Target 7.2(2))Higher performance MCS Servers

cisco unified icm and unified cc enterprise 7

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