BRKCCT-2861 Cisco Unified Contact Centre Express Design 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.
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 3
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 4
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
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Introduction of What UCCX is
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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
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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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 8
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
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Unified Contact Center Express Unified Contact Center Enterprise
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
UCCX 8.5 vs. UCCE 8.52For YourReference
*Premium Agent Desktop Licenses only
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 10
Unified Contact Center Express Unified Contact Center Enterprise
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
UCCX 8.5 vs. UCCE 8.53For YourReference
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Unified Contact Center Express Unified Contact Center Enterprise
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
UCCX 8.5 vs. UCCE 8.54For YourReference
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CCX 8.x overview
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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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 14
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 16
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 17
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 18
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 19
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.
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High Availability over the WAN
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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
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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 +
VoIP Monitoring/Recording
LAN/WAN
M S
Version
8.0
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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
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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 +
VoIP Monitoring/Recording
Engine + Database +
CAD Services +
VoIP Monitoring/Recording
LAN/WAN
M SPublisher Subscriber
Version
8.0
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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 +
VoIP Monitoring/Recording
Engine + Database +
CAD Services +
VoIP Monitoring/Recording
LAN/WAN
Version
8.0
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 26
M
M
S
SS
Unified CCX Engine Failover
DC-1 DC-2
WAN
Branch
M
Pub Sub1 Sub2
M S
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M
M M
MS
Data Center Failure
DC-1 DC-2
WAN
Branch
Pub Sub1 Sub2
S
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 28
MS
WAN Link Failure – Island Mode
DC-1 DC-2
Pub
Sub 1
Sub 2
M WAN
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Master Re-election After Island Mode Recovery
DC-1 DC-2
Pub Sub 1 Sub 2
Preferred
Master
M M
WAN?S
Branch
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 30
Agent Extension In Service
Agent Failover in Island Mode
DC-1 DC-2
WAN
Branch
M M
Agent Extension
OOS
S
Pub Sub1 Sub2
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 31
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 32
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 33
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
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HAoWAN - Optional Servers Deployment
ASR/TTS
Enterprise
Database
Server
WFM/QM
Wallboard
Server
LAN
LAN/WAN
LAN/WAN
LAN/WAN
LAN/WAN
Each node should point
to a local ASR/TTS
server
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 35
Predictive/Progressive Dialer
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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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 37
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 38
Setup IVR Based Campaigns1
Setup General Outbound Voice Settings
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 39
Setup IVR Based Campaigns2
Configure SIP Outbound Gateway
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 40
Setup IVR Based Campaigns3
Create Outbound Call Control Group
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 41
Setup IVR Based Campaigns4
Create Outbound Trigger
Create VRU Based Campaign
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 42
Setup IVR Based Campaigns5
Load VRU Based Campaign
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 43
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 44
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 45
Outbound IVR Call Flow Illustration
UCCX GatewaySIP
UPDATE (CPA START)
Phase 2UCCX – SIP Gateway
CPA @ Gateway
UPDATE (CPA RESULT)
200 OK
200 OK
REFER (IF CPA IS LIVE SPEECH)
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 46
Outbound IVR Call Flow Illustration
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 47
Platform Virtualization
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 48
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 49
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 50
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 51
Host selection
Selection of host for Virtual Machines should be based on required vCPU/Memory/vNIC/HDD
?
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 52
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 53
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)
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 54
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 55
Migrating from MCS to UCS1
MCS Server
CPU/Mem/HDDVirtual Machine (OVA)
vCPU/vMem/SAN or DAS
UCCXUCCX
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 56
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 57
BRKUCC-2782
Planning and Designing Virtual UC Solutions on UCS
Technical Breakout - 90 mins - Thursday, February 3d
Recommended Session
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 58
Agent Desktop Enhancements
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 59
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 60
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 61
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 62
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 63
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 64
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 65
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 66
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.
Agent Email Feature enhancements2
Version
8.5
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 67
Agent Email Feature enhancements3
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 68
Agent Email Feature enhancements4
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 69
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 70
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 71
BRKCCT-3061
Advanced Collaboration Desktop for Contact Centre Agents
Technical Breakout - 90 mins – Tuesday, February 1st
Recommended Session
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 72
Other enhancements
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2861 73
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
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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)
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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
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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
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BRKCCT-2861
Please browse on-site Cisco Store for suitable reading.
Recommended Reading
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