Uinity Contact Centre

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

Cisco Unified Contact Center Express 8.0

(CCX)

Cisco Collaboration안지웅 ([email protected])


Agenda

UCCX 8.0 Overview

- Appliance

- Platform

- Localization

UCCX 8.0 Deployment Model

UCCX 8.0 HA Architecture


UCCX 8.0 Overview


Release 8.0 Overview

• Move from application on Windows to Appliance Model (Same as UCM)

• Support for High Availability over the WAN

• Minor desktop enhancements

• WFO Enhancements

• Support for new Cisco IP Phone 89XX, 99XX

• All components will follow UC release numbering (e.gCAD, CR/QM/AQM – WFM in CCX 8.5)

• Serviceability Pages( Control Center, Trace Configuration) have been moved to UCCX Serviceability Administrator

New Features

• Improvements to events & alarms for better clarity and consistency

• Support for Diagnostic Portal as the single point of interface for all VTG products

• Simplification of Daylight Savings Time updates

Total Cost of Ownership


CCX 8.0 Appliance Model


UCCX Server Changes

Running on LINUX-based OS and not Windows

Deployed as an appliance

1. Everything that runs on the server is tested and certified by Cisco

2. No third party software can be installed

This is a long standing CCX policy – NOTE that as of release 8.0 it will be enforced

3. Users have limited access to the server

• No access to regular shell

• No root access to anyone

• Limited access is allowed via a customized shell (i.e. CLI)


What is the general impact?

• Installing, running, or modifying OS scripts or processes is prohibited

• Very limited access to the local file system for both reading and writing

• No longer possible to map and access external shared file systems

• Access via the CCX 3rd Party CTI Protocol continues to be available


Cisco Developer Community for UCCX


Limited Local File System Access

Single directory will be opened for reading/writing

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

Limited disk quota imposed on this directory (1.5 GB)

CLI provided to allow management of this directory

Not automatically backed up or restored

Not synchronized between HA servers

Should only be used for temporary storage

Document Repository is recommended


UCCX Script Editor Changes

Script Editor can no longer can be installed on the CCX server

Script Editor must be downloaded and installed on laptops or workstations

Some steps and some expression syntax will now be limited

Two versions can be installed on the same client


CCX 8.0 Platform Changes


OS, DB & Server Hardware Platform Overview

• Red Hat Linux & IBM Informix

• Exactly the same platform as Communications Manager

OS & Database

• Media Convergence Servers (IBM only OEM), IBM exact MCS equivalents, HP compatible

• 7845 class ~4 months post 8.0 FCS

Rack Mount Servers

• Support for CCX but not WFO options

• ~2 months post 8.0 FCS

Unified Computing System (UCS)


Rack Mount Server Support New Appliances:

MCS7816I4-K9-CXA1: CCX 8.x 7816-I4 Appliance 1xE8400 CPU, 2GB RAM, 1x250 HDD

MCS7825I4-K9-CXA1: CCX 8.x 7825-I4 Appliance 1xE8400 CPU, 2GB RAM, 2x250 HDD

MCS7835I3-K9-CXA1: CCX 8.x 7835-I3 Appliance 1x5504 CPU, 4GB RAM, 2x146HDD

MCS7845I3-K9-CXA: CCX 8.x 7845-I3 Appliance 2x5540 CPU, 6GB RAM, 4x300HDD

Bare Metal Servers

MCS 7845 I3, MCS 7835 I3, 7825 I4 and 7816 I4 platforms and exact MCS equivalents from IBM; compatible HP servers from HP

Legacy Servers

7835/45 H2/I2 CCX2, 7816/25 H3/I3

7835-I2/H2 and 7845-I2/H2 will be supported only after hard drives are upgraded to support increased capacity (e.g. I3 & I4 capacities)

Support will not be provided for 78XX-I1/H1, 7815-I2*, 7825-I2/H2 or earlier

*may revisit if expansion disks become available


Unified Computing SystemsCisco Rack Mount

FCS UC 8.0 + ~2 months

Single CCX VMWare Profile

Support all current system maximums

e.g. 300 agents, 32 supervisors (depending on final profiling)

CCX WFO options not currently supported for this release

Must be deployed on separate rack mount MCS or IBM or HP MCS equivalents


Roundtable (RT) Phone Support in Dactyl

89XX, 99XX RT phones

Join Across Lines (JAL) & Direct Transfer Across Lines (DTAL)

Simple Join & Direct Transfer is also introduced for 89XX, 99XX and 79XX

8961 9971


Design Decisions

Since Across-Lines features are supported, CCX will need to attach observers to secondary lines

We are observing max four lines on all devices

Agent logon is restricted if this is exceeded

These lines will be reported on in Historical Reports

Agent state model updated/enhanced for JAL/DTAL

Agent state dependent only on ICD lines (with exception of JAL/DTAL surviving on secondary lines)

i.e. multiple ACD lines not supported in CCX 8.0 (on roadmap)

CTI Server will filter events occurring on secondary lines so CAD will not display calls on those lines

Historical reports will display call activity on secondary lines.


Licensing changes1

All new, add on and upgrade licenses are available via eDelivery – physical delivery remains an option

Node locking

Both primary and warm standby (HA) servers will be node locked

Demo license pre-packaged on Appliance and physical media (DVD)

3 demo licenses to choose from:

Standard 25 seats

Enhanced 25 seats with HA

Premium 25 seats with HA, CR, QM, AQM, WFM

Demo licenses expire 30 days after initial upload


Licensing Changes2

All upgrade licenses now checked against previous version

Example: An upgrade for 100 seats of Premium HA from release 4.0 to 7.0 will require *both* the original 4.0 license as well as a new upgrade license

The upgrade license validates the 4.0 release feature set for use in 7.0 and will check primary server, HA server and seat licenses

Cisco Product Upgrade Tool upgrades using ESW or UCSS have been using this model for some time

In 8.0 a la carte upgrades will also be using this model


Upgrades

Direct upgrade window of 5-8 hours

Indirect upgrade much more: requires intermediate UCM & CCX upgrades

Upgrade utility from 4.0 to 7.0

Preserves settings, configuration data (including CAD) and CDR data

Single exception: recordings are not preserved

Direct Upgrade 5.0 and 7.0 8.0

Indirect Upgrade 3.x 4.0 7.0 8.0

No Upgrade – Fresh Install

4.1 or 6.0 8.0


Appliance Upgrades

Hardware

Active

VersionInactive

Version

EmptyCisco

Unified

CCX 8.5

Cisco

Unified CCX

8.0

Net Result: Downtime for Changes cut by 50% or more!

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


CCX Localization


Release 8 LocalizationsHighlighted in Yellow


UCCX 8.0 Deployment Model


Unified CCX In Same Location as Call Agent – Single Site Deployment

PSTN

Unified CCX

Unified CM Cluster

Call agent can be CUCM or CME

All agents and supervisors are in the same location

Single node Unified CCX with no redundancy

Two nodes Unified CCX for HA with server redundancy

Bandwidth consideration: None

Today


Unified CCX In Same Location as Call Agent – Remote Branch Agents

PSTN

Unified CCX

Unified CM Cluster

Same as previous case

Might require transcoder for calls between sites

Bandwidth consideration:

CAD/CSD call control and agent state events

Historical and Realtime Reports

Today

IP WAN


Unified CCX Remote from Call Agent

IP WAN

PSTN

Unified CM

Cluster

Support only CUCM as Call Agent (No CME)

JTAPI over WAN support since CUCM 7.1(2)

Provide server redundancy in CCX site if 2 nodes are used

Transcoder for calls between sites

Bandwidth consideration:

JTAPI call signaling, remote agents, historical and realtime reports

New

Unified CCX


Unified CCX HA over WAN

Note: Cold Standby Option will no longer be available.

Unified CM Cluster

Unified CCX Cluster

IP WAN

Provide site redundancy for disaster recovery

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

Bandwidth: 2 x T1 between sites (Not yet finalized, final bandwidth will base upon test result)

1st T1 for CCX intra-cluster communication and external communication with other components (see next slide for detail)

2nd T1 for database replication

New


Bandwidth DetailCCX HA over WAN Bandwidth:

Database Replication

Heartbeat and RMI Status between Nodes

JTAPI Call Signaling

Call Control and Agent State Events for CAD/CSD

VoIP Monitor and Recording

Agent Sync via AXL

Realtime Report

Master Standby

CUCM CoW Bandwidth (extra on top HAoWAN BW):

ICCS

Customer Responsible Bandwidth:

Historical Report

Wallboard

Enterprise Database

Email


Bandwidth Consideration After Island Merge

HDS (Historical Datastore), RDS (Repository Datastore) and ADS (Agent Datastore) in database will start merging after WAN link is restored which could generate heavy WAN traffic depending how much data needs to be merged.

It is recommended that restoring WAN link should be done after hours in order to have less impact on call handlings.


UCCX 8.0 HA Architecture


CCX 8.0 HAoWAN Overview

• Minimize changes to HAoLAN behavior while

supporting HAoWAN.

• HAoWAN will support conversion from CCX

8.0 HAoLAN to CCX8.0 HAoWAN, and vice

versa.

• Current cold Standby policy no longer

available (non HA customers will be required

to purchase HAoWAN)

High Availability over WAN


Unified CCX 8.0 HA Architecture –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

Separate by LAN or WAN

Failover detection time based upon deployment type:

For LAN, heartbeat is sent every 0.5ms 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

8.0

8.0


Unified CCX 8.0 HA Architecture –Database Redundancy

Publisher/Subscriber

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

Database mastership follows the engine master

If one the database fails, data is written to the surviving database except for CDS (Configuration datastore)

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

8.0


Unified CCX 8.0 HA Architecture –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 (Cisco Desktop Administrator)

Desktop Monitoring

Backup by SPAN Port Monitoring

Active/Standby Model

Engine + Database +

CAD Services +


Engine + Database +

CAD Services +


LAN/WAN


M

M

S

SS

Unified CCX Engine Failover

DC-1 DC-2

WAN

Branch

M

Pub Sub1 Sub2

M S


M

M

S

S

Unified CCX Engine Failover

DC-1 DC-2

WAN

Branch

Pub Sub1 Sub2


M

M M

MS

Data Center Failure

DC-1 DC-2

WAN

Branch

Pub Sub1 Sub2

S


M

M

Data Center Failure

DC-1 DC-2

WAN

Branch

Pub Sub1 Sub2


MS

WAN Link Failure – Island Mode

DC-1 DC-2

Pub

Sub 1

Sub 2

M WAN


M

WAN Link Failure – Island Mode

DC-1 DC-2

Pub

Sub 1

Sub 2

M WAN


Agent Failover in Island Mode

DC-1 DC-2

WAN

Branch

M MS

Pub Sub1 Sub2


Agent Extension In Service


DC-1 DC-2

WAN

Branch

M M

Agent Extension

OOS

Pub Sub1 Sub2


Agent Extension In Service


DC-1 DC-2

WAN

Branch

M M

Pub Sub1 Sub2


Optional Server Deployment

ASR/TTS

Enterprise

Database

SMTP

Server

WFM/QM

Wallboard

Server

LAN

LAN/WAN

LAN/WAN

LAN/WAN

LAN/WAN

Note: EIM/WIM will not be supported starting from Cisco Unified CCX 8.0


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