Designing and Deploying Cisco Contact - alcatron.net Live 2014 Melbourne/Cisco Live... · Designing...

Designing and Deploying Cisco Contact Centre Express BRKUCC-2059

Chris West

Systems Engineer

The Fire-hose Rodeo

© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public

Agenda

4

What is Customer Collaboration?

Cisco’s Unified Contact Centre Express (UCCX) Product Overview

What’s New in UCCX? – Version 10.0 Features

Design Considerations and Best Practices

Deployment Considerations and Best Practices

Questions and Answers

What is Customer Collaboration?


Traditional Contact Centre Channels

6

Mail Phone E-mail Fax Branch


Customers want to be taken care of…. At any time, in any location and on any device

7

Video Chat Web SMS Kiosk


Multi-Channel Contact Centres

Source: Deloitte 2013 Global Contact Centre Survey

0

10

20

30

40

50

60

70

80

90

Channel Types

Channel Types

8

• 85% of Contact Centre’s interact with their customers through multiple channels

• 92% of Contact Centres that view Customer Experience as a differentiator choose to offer multiple channels

• For organisations the believe customer experience is a competitive differentiator,

• 42 % offer Social Media

• 34% offer voice self service

• 30 % offer web collaboration


Cisco’s Collaboration Portfolio

9

Unified

Communications

TelePresence Collaboration Applications

Customer

Collaboration


Customer Collaboration: Portfolio Coverage

10

Target Markets:

SMB/Mid-Market

Enterprise

Service Provider

Cisco Unified Customer Collaboration Solutions

SELF SERVICE CORE CONTACT CENTRE AS A SERVICE

Cisco

Unified

Customer

Voice Portal

Cisco Unified Contact Centre

Express/IP IVR

Cisco

Packaged

CCE

Hosted

Collaboration

Solution for

Contact

Centre

Cisco

Unified

Contact

Centre

Enterprise

Cisco’s Unified Contact Centre Express (UCCX) Product Overview


Cisco Contact Centre Express All in One Solution

12

Options Workforce

Management

Quality

Monitoring High Availability Outbound IVR

All in One Solution Easy to Deploy

Easy to Use Robust and Proven

Agent Desktop Application Finesse Cisco Agent Desktop

Application Platform

Unified Communications Manager

Business Edition 6000

Contact Centre Express

Voice

IVR

CTI

Reporting (CUIC)

Email

Web Chat

new


Express vs Native Call Queuing

Scale – Multiple Agents/Queues, Maximum 100 Calls per Queue

Deployment – CUCM Option

Location – Multi, Central Queue

License – Unified CUCM User

ACD Functions – Basic.

– Queuing & Prompting (2 Prompts) with MOH

CC Additions:

– Outbound - None

– Multi-Channel – None

– Options (WFO, CRM Integration etc) - None

Scale – 400 Agents

Deployment – Single Box/Installer

Location - Multi-Site, Central IVR

License – Concurrent Agent

ACD Functions – Full.

– SBR, Prompt & Collect, Reporting, Monitoring, Agent/Supervisor Desktop

CC Additions:

– Outbound – Integrated Preview

– Multi-Channel – Integrated Email & Chat

– Options (WFO, CRM Integration etc) - Yes

13


UCCX Package Options

14

Standard Enhanced

• IP Phone Agent

• ACD

• Reporting

• Reason Codes

• Cisco Agent Desktop /

Finesse

• IVR (Basic)

• Workflow

• Agent Chat

• Wrap Up Codes

• Real Time Reports

• High Availability

• Minimum New order of 10 seats is required

• Cannot mix package options

Premium

• IVR (Advanced)

• Outbound (Preview)

• Agent Email

• Integrated Browser

• Database Integration

• Java Integration

• SocialMiner (Agents)


Licensing

Inbound voice user licenses

Non-High Availability (HA) Active server software license (these are auto-included with new seat orders)

HA Standby server software licenses

Outbound IVR port licenses

Option Licenses:

– Social Miner Server License

– Compliance Recording (CR) user licenses

– Quality Manager (QM) user licenses

– Advanced Quality Manager (AQM) user licenses

– Workforce Management (WFM) user licenses

15

• Cannot breath-out, Fixed login count


Cisco SocialMiner with UCCX Social Media Engagement

16

1. Capture

2. Analyse & Prioritise

3. Communication Workflow

4. Assign & Engage Customer

Airline lost my luggage!

Cisco

SocialMiner

Customer Care Agent 5. Continuous Refined Search


Workforce Optimisation (WFO)

17

Call / Screen Recording

Quality Management

Workforce Planning


Recording Options

18

Compliance

Recording

(CR)

Quality

Management

(QM)

Advanced Quality

Management

(AQM)

• 100% or on-demand

voice recording

• Powerful search utility

– pinpoint precision

• Playback with speech

energy bar

• Export (WAV and

WMA)

• Encryption of stored

and transferred

recordings

• Configurable reports

CR+

• Record based on

workflow - business

rules

• Flexible evaluation

forms and templates

• Dashboards and

alerts

• Energy analytics –

talk over and silence

QM+

• Multi-screen recording

• All-in-one playback of

voice, screen and

evaluation window

What’s New in UCCX? – Version 10.0 features


Cisco Finesse The New Agent Experience

20

Out of the box feature-rich desktop – Reduced TCO – Thin client opportunities – Extend to other OS – Integrate 3rd party browser-based

apps without development

Customise the Desktop

– Changing out of the box gadgets – Adding 3rd party gadgets,

integrating into CRM apps – Using the Finesse Web API


Live Data with Cisco Unified Intelligence Centre

21

Single presentation layer for real-time and historical reporting

Lightweight access to reporting

– Browser-based reporting

– Finesse gadgets for agents and supervisors

– Permalinks

Significant refresh rate improvements

• Voice queue statistics

• Team state statistics

Flexible report presentation

• Update, sort & filter columns in context

• Show only threshold violated data


Live Data Reports and Finesse Gadgets

22

Reports for supervisor Team State

Team Summary

CSQ Summary

CSQ Detail

For Agent Agent State Log

Agent Statistics

Agent CSQ statistics

Agent team summary

New capabilities Short duration views

Service level

Threshold

22

© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public 23

Generic REST API Call from CCX Scripts

‘Make REST Call’ Step

– Make a REST API request from CCX script

– Supports GET, POST, PUT, DELETE

– HTTP/S supported

Benefit

– Enables CCX scripts to leverage web services via RESTful mechanism

Examples

– Scheduled Call Back

– Queue level competency requirement changes to manage sudden call volumes

– Getting data from external portals

Schedule Callback?

•Find out if the customer wants a call back

Find Suitable Time

•Use IVR prompts to get the time of call back.

Schedule Callback

•Use the REST Call step to inject the contact into a running campaign.

Scheduled Call Back from IVR


Home Agent with Extend and Connect

24

‘Extend and Connect’ for home agent

– Use remote device like PSTN, mobile, or 3rd party PBX phone

– All Call Control operations

– Persistent Connection (nailed up) call

– Basic Supervisor functions

Requisites & caveats

– Requires VPN

– Requires Jabber Windows Client in Extend mode

– Recording with MediaSense and Finesse only

– No silent monitoring

Benefits - Enables CCX Agents to

– Make use of their PSTN, Mobile or any 3rd party PBX phones as Agent device

– Better audio quality


E.164 Support

25

Agent Desktop – Finesse Only

– Agent extension with E.164

– Display of Incoming call

– Phonebook & keypad with E.164 support

Configuration

– Route point support E.164

– Configuration API for Route Point support E.164

Reporting

– E164 support within DB schema, Intelligence Centre

Script Editor

– E164 support for Call control steps

Outbound, WFO, CTI ports in roadmap

Workforce Optimisation 10.0


Unified Workforce Optimisation 10.0

27

• User level localisation selection via the user’s login page.

• IE9 Support (QM and WFM )

• Scheduled report execution and email delivery option

Platform Changes

• A real time recording status application for Managers to view Agent and knowledge worker recording status

• Notification classification system enabling better filtering of MANA alerts.

• Support for multiple recording storage locations enable local recording storage in distributed environments

Quality Management

• Configurable Adherence rules with optional support for Reason codes

• Configurable Schedule retention time

• WFM Historical Collection at 15 minutes interval

• Configurable Schedule Editing Privileges Configurable by teams in main page

Workforce Management


Unified Workforce Optimisation 10.0

28

QM-Distributed Recording Storage

28

Configure multiple locations by teams, allowing recording storage to be co-located with agents

Reduces the amount of WAN traffic and maintains local control of recordings

Adds local Media Server to manage local storage

All application playback is from local media server

Recording Metadata for search still centralised in SQL database for unified application search across organisation

UCCX Design Considerations and Best Practices


Before any design is created….. What should I be asking?

30

What business problem(s) are we solving?

What current customer service functionality exists?

What new capabilities and features does the business need?

Does unified contact centre express meet the required functional and technical requirements?

Does the customer have all the required infrastructure and unified communications applications?

What is the exit criteria for the completion of the deployment?

What are the business and operational milestone dates for system acceptance and full production?


Solution Components

Voice Gateway (VG)

– SIP, MGCP or H.323 voice gateway

– Allows incoming/outgoing calls from public switched telephony network (PSTN)

Communications Manager (CM)

– Responsible for call control and agent users

Contact Centre Express (CCX)

– Workflows play prompts and collect digits from callers

– Queues calls for delivery to available agents

Cisco Agent Desktop (CAD) / Finesse

– IP Phones and PC’s running CAD/Finesse client

VVVV

Deployment Scenarios


Single Site Deployment Deployment Models

33

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

PSTN

Unified CCX

Unified CM Cluster


Remote Branch Agent Deployment Models

34

May require transcoding between sites

Bandwidth considerations:

– Agent Desktop Call Control/Agent State events

– Historical and Real-Time CUIC Reports

– Workforce Optimisation

PSTN

Unified CCX

Unified CM

Cluster

IP WAN


High Availability over the WAN Deployment Models

35

Provides DR capabilities through Site Redundancy

Latency: 80ms RTT between UCCX nodes (same as CUCM CoW requirement)

HA over Wan Bandwidth Requirements

Unified CM Cluster

Unified CCX Cluster

IP WAN


WebChat – Customer Hosted Website Deployment Models

36

Website Hosted Internally

No Proxy Required

SocialMiner Node Deployed in DMZ


WebChat – Externally Hosted Website Deployment Models

37

Website Hosted Externally

Proxy Server (Optional)

SocialMiner Node Deployed in DMZ


Cisco Call Recording Deployment Models

38

Recording Methods:

– Desktop

– Network-Based

– Server-Based (SPAN)

High Availability


High Availability over the WAN Designed to provide Disaster Recovery Protection

40

Active and Secondary servers are geographically deployed in separate Data Centres

1 ms heartbeats and 10 missed heartbeats initiates failover

3 Key WAN based failover scenarios are detected and recovered from

–Active server or services in primary data centre fail

–The entire data centre containing the Master fails

–The WAN link between the two data centres becomes unavailable (island mode)


Unified CCX Engine Failover High Availability

41

M

M

S

S S DC1 DC2

WAN

Branch

M

Pub Sub1 Sub2

M S


Data Centre Failure High Availability

42

M

M M

M S DC1 DC2

WAN

Branch

Pub Sub1 Sub2

S


WAN Link Failure – Island Mode High Availability

43

M S

DC1 DC2

Pub Sub 1 Sub 2

M WAN


Island Mode Recovery Automatic Master Re-election

44

DC1 DC2

Pub Sub 1 Sub 2

Preferred

Master M M WAN ? S

Branch


Agent Failover in Island Mode High Availability

45

DC1 DC2

WAN

Branch

M M

Agent Extension

OOS

S

Pub Sub1 Sub2

Agent Extension In

Service

Agent Desktop shows ‘NOT

READY’

Solution Sizing


UCCX Capacities and Limits

UCS – XL Profile -> 4 CPU Core + 16 Gig memory

400 Maximum logged in agents or inbound IVR Ports

6000 Maximum BHCC

42 Maximum Supervisors

100 Preview Outbound Agents

150 Outbound IVR ports

120 Agent Email

50 Web Chat

150 Queues

150 Skills

50 Skills per Agent

50 Skills per Queue

25 Queues per Agent


Unified CCX Solution Sizing Tool

Provides sizing for all solution components including CUCM and gateways

Takes a variety of UCCX specific inputs – Agent License Package

– Amount of Agents/Supervisors

– WFO requirements

Creates a solution sizing report complete with server sizing – Server Types and capacities

– IVR ports / Gateway capacities

http://tools.cisco.com/cucst/



Primary Bandwidth Considerations

49

Signalling and Call Control

– IP Phone / Gateway

– Agent Desktop

Voice Codec

Supervisory Monitoring

HAoWAN

DC-1

Unified CCX

DC-2 PSTN

IP WAN

Unified CM M

S


Bandwidth Calculators

50

Bandwidth Calculators available for:

– Finesse Desktop

– Cisco Agent Desktop

Provides Client to Server Bandwidth requirements

Linked from UCCX SRND/Design Documents


High Availability over WAN (HAoWAN) Bandwidth

51

Delay: Maximum round-trip time = 80 ms

Minimal Bandwidth requirement:

Cisco Unified CCX Cluster Cisco Unified CM Cluster

Deployment Type

Between Unified UCCX server

Between Unified CCX and Remote

Unified CM Servers

Database ICSS

ACD 1.2 Mbps 800 kbps 1.544 Mbps (T1) 70 kbps per 100

BHCA

IP-IVR 1.2 Mbps 200 kbps 1.544 Mbps (T1) 25 kbps per 100

BHCA


Additional Bandwidth Requirements

52

You may need to account for Additional Bandwidth for the following optional components:

– SMTP Server Agent Email Routing

– SocialMiner Server Web-Chat

– WFO

– Reporting CUIC Real-Time / Historical

Reports

Wallboard Server(s)

– Enterprise Database Script Data-Dipping

Agent Desktop Integration

Platform Selection


Unified CCX is now Virtual Server Only Physical Server Deployments are not supported

54

Choose to deploy on Cisco’s UCS or on Selected 3rd Party platforms

Tested Reference Configurations and supported select 3rd party servers are provided on: http://docwiki.cisco.com/wiki/Specification-Based_Hardware_Support#Servers

Resource reservation enabled for UCCX Profiles

Cisco UC

Specs-based

Support Policy

Select 3rd-Party All of UCS

Capacity (agents) VM vCPU

Cores VM RAM VM vDisk VM vNICs

CPU

Reservation

100 2 8 GB 1 x 146 GB 1 Yes

300 2 8 GB 2 x 146 GB 1 Yes

400 4 16 GB 2 x 146 GB 1 Yes

http://docwiki.cisco.com/wiki/Specification-Based_Hardware_Support




Business Edition 6000 With UCCX

55

Integrated single server solution for 100-1000 users

Can Include:

– Voice

– Unified Messaging

– Mobility

– Presence

– Contact Centre

– Video Capabilities

UCS C Series Server

Contact Centre Express

Unity Connection

Presence

Communications Manager

UCCX Deployment on the BE6K limits maximum logged in agents to 100

UCCX Integration


Application Integration

57


Cisco Agent Desktop – Work Flow Methods Work Flows follow an Event / Rule / Action behavior

58

• Ringing • Answered • Dropped • Not Ready / Ready

• Calling Number is / is not • Variable is / is not

• Submit HTTP request • launch .exe and pass value • Deliver IPC Message • Execute macro

EVENT Telephony or ACD Event

1:N N:M ACTION Executes Actions

or Integrations

RULE Evaluates Rule


Cisco Agent Desktop Screen-Pop Example

59


Cisco Finesse – Work Flow Methods Work Flows Follow an Event / Rule / Action Behaviour

60

• When a Call Arrives • When a Call Ends • When Making a Call • When previewing an

Outbound Call

• Calling Number is / is not • Variable is / is not

• Browser Screen-Pop • REST API Action (UCCX or

3rd Party)

EVENT Telephony or ACD Event

1:N N:M ACTION Executes Actions

or Integrations

RULE Evaluates Rule


Cisco Finesse Example Use Cases

61

Agent Request API

Browser-

based CRM

Agent receives a screen when a

call is delivered

Wrap-Up data is automatically

written to a DB or CRM when the

call ends

Business Logic in the workflow

determines if the caller should get a

post call survey from the Agent Request

API

When to Consider Cisco Finesse for UCCX


Cisco Finesse for UCCX Important facts

63

Difference between CAD and Finesse

– Call Control / Agent State Operations

– CUCM based Silent Monitoring

– Login via Username

– Recording and Playback via Cisco MediaSense*

Packaging

– Embedded for UCCX Enhanced and Premium

– Supports Inbound Contact Centre functionality only

– Does not support Outbound, Email, Multi-Line, etc.

– Either CAD OR Finesse (no mixed deployments)

– No Data Migration between CAD and Finesse

• *MediaSense Licensing is additional


What Agent Desktop Do You Deploy?

New Deployments

Inbound Contact Centre

Desktop Integration

MediaSense recording

Upgrades

Outbound/Email/Multi-Line

No CAD feature development

Cisco Finesse

Cisco Agent Desktop

Feature Comparison OK

Finesse Migration Whitepaper

MediaSense recording

Outbound/Email/Multi-Line

Finesse Migration Whitepaper

Cisco Finesse

Cisco Agent Desktop

Deployment Considerations and Best Practices


Before You Deploy UCCX

66

UCCX 10 is a Virtual Only, Linux-based Appliance

New Installs of UCCX 10.0 will format the Hard Drive

The impact of an Upgrade depends on the current version and platform

In an HA Deployment, always install the primary node first

Ensure the following items are available – based on the Solution Sizing:

– Supported hardware and Hypervisor

– Installation/Upgrade Media and OVA templates

The associated CUCM/BE6K Server and account information is available

The associated DNS servers forward/reverse lookup information is present

An appropriate License Key (Demonstration License included)


Open Virtualisation Archive (OVA) Templates

67

Pre-Defined Hardware Allocations

User Profile Sizes

OVA’s available include:

– UCCX 100 Agents

– UCCX 300 Agents

– UCCX 400 Agents

– WFM

– Recording and Quality Management

– SocialMiner – Small and Large

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


Nodal Installation / Configuration information

68

DNS Enable

DNS Primary/Secondary

Domain

Gateway Address

Hostname

IP Address and Mask

MTU Size

NIC Duplex

NIC Speed

NTP Server

SMTP Location

Time Zone

Licensing


Licensing UCCX

70

Licenses are Node Locked

Based on the Nodes “License” MAC not Physical MAC

License MAC is derived from Node information which includes (amongst other things):

– IP Address

– Hostname

– NTP Server

License MAC can be obtained before or after installation

– Before Installation – Use the Answer File Generator

– After Installation – Run the CLI command “Show Status”

http://www.cisco.com/web/cuc_afg/index.html





Licensing Process

71

Re-host a License – Raise a Case through [email protected]

A 25 seat premium demo license, which is valid for 60 days and includes all the features, is included on the Installation.

Determine

License

MAC

Register

Product

Activation

Key (PAK)

Upload

License to

UCCX

mailto:[email protected]

mailto:[email protected]


UCCX Sample Script Repository

72

Downloadable Sample Script Repository

Range of Basic to Advance Scripts available

Documented Features list and Code explanations

Take the sample Code base and customise to fit your requirements

Scripts updated for new UCCX features and include:

– Call Back in Queue

– Web Call Back

– Database Dipping

– Etc.

Download Repository (release 9)-

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guid

e/script_repository_902.zip

http://www.cisco.com/en/US/products/sw/custcosw/ps427/prod_technical_reference_list.html




http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/script_repository_902.zip




Summary

73

The Collaboration Portfolio - UCCX All-in-one Solution

What’s New in UCCX 10.0 - Finesse

CUIC

Virtual Only

Design Considerations - Solution Matched to Business Requirements

Deployment Types

Solution Sizing

Bandwidth Calculations

Tools

Deployment Considerations –

– Accelerate Deployments using: Virtual servers

Completed Design Templates

Site/Solution information

Correct Media & Licenses

Pre-built sample / customised Scripts

Q & A


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www.CiscoLiveAPAC.com

75

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Appendix

Upgrade Paths to Version 10


Upgrade to Unified CCX 10.0(1)

79

8.0(1) or 8.0(2)SU1/2/3 To be upgraded to 8.0(2)SU4 to move to 10.0(1)

8.5(1) To be upgraded to 8.5(1) SU4 Latest to move to 9.0(1)

9.0(1)/9.0(2) To be upgraded to 9.0(2) SU1 latest to move to 10.0(1)

Direct Upgrade

8.0(2), 8.5(1), 9.0(2) 10.0(1)

Indirect Upgrade

7.0(2)ES3 9.0 (2) 10.0(1)

Indirect Upgrade

5.0(2)SR3 8.0(2) SU4 10.0(1)

No Upgrade – Fresh Install

3.x, 4.x or 6.0 10.0(1)

Links


Key URL’s

81

UCCX 10.0 Data Sheet – http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/

ps5693/ps1846/data-sheet-c78-730660.html

Release Notes for UCCX 10.0 – http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contac

t/contact_center/crs/express_10_0/release/guide/UCCX_BK_RA1A036D_00_release-notes_release10.html

UCCX Compatibility Matrix – https://www.cisco.com/en/US/docs/voice_ip_comm/cust_conta

ct/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Design/Deployment/User Guides – http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd

_products_support_series_home.html

Sample Script Repository – http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contac

t/contact_center/crs/express_9_02/design/guide/script_repository_902.zip

UCCX Solution Sizing Tool – http://tools.cisco.com/cucst/

Agent Desktop Bandwidth Calculators – Finesse:http://www.ipv6.cisco.com/en/US/docs/voice_ip_

comm/cust_contact/contact_center/finesse/bandwidth_calculator/guide/Finesse_Bandwidth_Calculator_for_Unified_Contact_Center_Express.xlsx

– CAD: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_0/reference/guide/CAD7calc.zip

Finesse/CAD feature comparison – http://www.cisco.com/en/US/partner/products/ps11324/pr

od_white_papers_list.html

Finesse Migration Whitepaper – http://www.cisco.com/en/US/partner/products/ps11324/pr

od_white_papers_list.html

https://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/products/sw/custcosw/ps1846/tsd_products_support_series_home.html









http://www.ipv6.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/finesse/bandwidth_calculator/guide/Finesse_Bandwidth_Calculator_for_Unified_Contact_Center_Express.xlsx






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