Cisco Unified Communications Manager Express System Administrator Guide
Cisco Unified Contact Center Express Update and...
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Transcript of Cisco Unified Contact Center Express Update and...
Cisco Unified Contact Center Express Update and Roadmap
BRKCCT-1011
Girish Variyath
Product Manager, Collaboration Business Applications BU
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Agenda
• Introduction
• Overview of Unified Contact Center Express
• Unified CCX 10.0(1)
• Unified CCX Priorities
• Q&A
3
Overview of Unified Contact Center Express
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Cisco Unified Contact Center Express
All in One Solution
Easy to Deploy
Easy to Use
Contact Center Express
Voice
IVR
API
Reporting
Chat, Email
Social Media
Application Platform
Unified Communications Manager
Business Edition 6000 and 7000, Spec-based HW
SocialMiner
Options
High Availability
ASR/TTS
Outbound IVR Workforce Management
CRM Connectors
Quality Management
Desktop Application Finesse
Cisco Agent Desktop
5
Unified CCX 10.0(1)
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Unified CCX 10.0 – Key Themes
User Experience Simplification Customization
• Finesse
• Reporting
• Workforce Optimization
• Virtualization
• Prime Collaboration
• E164
• Home Agent
• APIs
• Finesse Desktop APIs
7
User Experience
8
Unified CCX 10 User Experience: Cisco Finesse
9
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Cisco Finesse Overview
Agent State Controls
Supervisor Reports
Web 2.0 Browser Based Desktop
Customizable Gadgets
10
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Cisco Finesse
• Finesse Cockpit View
• Inbound Voice
• Customizable per team
– Gadget layout
– Phonebook
– Wrap-up
• Live Data Reports
• Integrated Gadgets
• Automatic Redirection Upon Failover
11
Agent Features
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Cisco Finesse
• Team Management
– Agent State
– Silent Monitoring
– Barge and Intercept
– Playback recordings
• Live Data reporting
12
Supervisor Features
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Cisco Finesse Silent Monitoring
13
• Agent in ‘Talking’ state, Supervisor in ‘Not Ready’ state
• Silent Monitored call established between Supervisor and Agent phone
• Supervisor can Barge In or Intercept the call
• Supervisor can Silent Monitor other agents once current call completed
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Cisco Finesse
• Recording using Workforce Optimization
– with MediaSense as an option for the capture platform
• Workflow based recording
– using WFO or MediaSense
• On-demand recording
– available with CAD
Recording Options
14
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Cisco Finesse Workflow based recording with MediaSense
• Flexible server options
• Recording licenses required on CCX
• Workflows dynamically activate recording
• MediaSense Gadget
UCS-E / ISRG2
UCS-C / UCS-B
15
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Cisco Finesse
• Finesse Workflows activate recording
• Finesse Workflow configuration enables
– HTTP Request Action to Start Recording
– HTTP Request Action to assign Metadata
to a recording
• Search and play of recordings performed from QM application
– Finesse Gadget in CCX 10.5
Workflow Based Recording with Workforce Optimization
16
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Cisco Finesse
• Browser based – zero touch deployment
• Co-resident on CCX
• Gadgets
• Desktop Virtualization
– Citrix Xen and VMWare View
• E.164
• Desktop customization
• High Availability
17
Deployment
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Cisco Finesse Administration
18
• Integrated with App Admin
• Backup and Restore
• Customizable
– Gadget Layout
– Call Variables
– Phonebook
– Reason Codes • Not-Ready
• Sign-Out
• Wrap-Up
• Workflows
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Cisco Finesse Workflow Use Cases
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
19
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Cisco Finesse CRM Integration
20
CRM Gadget CRM Gadget
Cisco Finesse API
3rd Party CRM
Cisco Finesse API
CRM iFrame or Screen Pop 3rd Party Gadget 3rd Party Application
CRM iFrame
Simple, easy, cheap, but no deep CRM
integration
Achieves full CRM integration but requires custom development
Out-of-the-box connector
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Cisco Finesse
• Connectors from Bucher+Suter
– Salesforce.com
– Microsoft Dynamics
CRM Connectors
21
Unified CCX 10: User Experience: Reporting
22
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Unified CCX Reporting
• CCX 9
– Historical Reporting Client or Cisco Unified Intelligence Center
• CCX 10
– Single Presentation layer for both Real-time and Historical reporting
– CUIC Reports and Finesse gadgets
• New Capabilities
– Service Levels
– Thresholds and Alerts
– Short Term and Long Term views
23
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Unified CCX Reporting
• Agent Statistics
– How am I doing
Live Data Agent Reports
24
• Agent State Log My state log since midnight
• Agent CSQ Statistics Details of CSQs to which I belong
• Agent Team Summary What are the others in my team doing
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Unified CCX Reporting Supervisor Live Data: Team Reports
25
Team State: What is my team doing ?
Team Summary: How is my team doing ?
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Unified CCX Reporting Supervisor Live Data: CSQ Reports
26
CSQ Summary: What’s happening now, in the short term and since midnight
CSQ Agent Detail: What are the agents in my CSQ doing
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Customization and Custom Reports
• Live Data
– Visual Customization by Administrator
– Select which fields are to be part of report
– Set thresholds and associated alerts
• Historical Reports
– Visual customization by reporting user
– Custom reporting requires CUIC Premium (available in lab kit) on a separate server
27
Live Data and Historical Reports
Unified CCX 10: User Experience: Workforce Optimization
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Unified Workforce Optimization 10.0(1)
• Platform Changes
– User level localization selection
– Scheduled report execution and email delivery
• Quality Management
– Agent: Customizable widgets to track average quality scores and overall performance
– Supervisor: Search, Play and Evaluate in one place
– Local recording storage in distributed environments
– A real time recording status application
• Workforce Management
– Intraday reforecasting
– Shrinkage
• Licensing changes
– WFO 10.0 can be ordered with CCX Enhanced as well as Premium
29
Simplification
30
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Simplification
• Virtualized deployments
– VM template changes
31
100 Agent 300 Agent 400 Agent
vCPU 2 2 4
vRAM 8 GB 8GB 16GB
HDD 146 GB 2 x 146 GB 2 x 146 GB • Historical Reports and Live Data via CUIC
– HRC support dropped
• Prime Collaboration
– Deployment: Upgrades from CCX 9
– Assurance: Support for CCX 10
• New licenses:
– Demo: 60 days, 25 CCX Premium licenses with all options is default option
– Customer Non Production Systems (CCX-10-NPS-K9=) for lab testing/training
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Unified CCX : E.164
• E164 Supported with Finesse only
• Agent Desktop
– Agent extension
– Display of Incoming call
– Phonebook and Keypad
• Configuration
– Route point
– Configuration API for Route Point
• Reporting
– DB schema, Intelligence Center
• Script Editor
– Call control steps
32
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Home Agents
• ‘Extend and Connect’ for Home agent
– Call Termination on PSTN/Mobile phone
– All Call Control operations
– Persistent Connection (nailed up) call
– Basic Supervisor capabilities
– Roadmap features • Recording and Silent Monitoring
• Barge-in and Intercept with Finesse
• Requisites
– VPN
– Jabber Windows Client in Extend mode
– CUCM 10
Using CUCM Extend and Connect
33
Customization
34
Unified CCX 10: Customization: REST APIs
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REST APIs
• Provisioning
– Call Control Group, Grammar, Prompt and Documents, Trigger
• Configuration
– Agents, Skills, CSQs, Resource Groups, Teams
• Outbound Campaign Management
– Get, Create, Modify, Delete
• Finesse Desktop APIs
http://developer.cisco.com/web/uccxapi
36
Unified CCX 10: Customization: Web Application Integration
37
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Accessing Web Applications
• “Make REST Call” Step from a CCX script
– Access internal or external web services
– Leverage existing CCX APIs for configuration
– Integrate external APIs (CRM, Google, Twitter etc)
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.
38
Unified CCX 10.5
39
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Unified CCX 10.5
• Predictive and Progressive Outbound Agent
• Enhanced Web Chat
• Prime Collaboration Deployment
• Finesse Phase 2
• WFO 10.5
• IPv6
New Features
40
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Outbound Agents
• Direct Preview, Predictive and Progressive dialer
– Preview , Progressive and Predictive mode with Finesse
– CAD is Preview only (existing)
• Call Progress Analysis
• E.164
• Finesse Gadget
• Outbound reports
• Campaign Management with API support
– Partner products available on CDN
• Available with Outbound Licensing
Predictive and Progressive
41
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Outbound Agents Finesse Gadget
Agent Reserved for Outbound
Live Voice detected
42
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Outbound Agents Scheduled Callback
Available
• On an outbound call
• In wrap-up after an outbound call
• On hold on an outbound call
Option to edit the phone number
43
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Web Chat Enhancements
• Finesse Gadgets
• Multi-Session
• 75 concurrent Web Chat sessions
• Predefined Responses
• Audible Alert
• Agent Alias
• Transcript Download
• Live Data and Historical Reporting
44
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Live Data Outbound and Web Chat Reports
45
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
CCX 10.5 Desktops
• Finesse
– Direct Preview, Progressive and Predictive Outbound agent
– Multi-session Web Chat
– Multiline
– Extension Mobility
– QM Gadget
– Localization
• Option of CAD or Finesse (not mixed)
• CAD-BE dropped from Unified CCX
46
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Unified CCX 10.5 Prime Collaboration
47
Prime Collaboration Deployment
CCX 10 CCX 10.5
Upgrade from CCX 9.0(2) Upgrade from CCX 9.0(2)
Fresh Install for CCX 10.x
IP address change
Hostname Change
Prime Collaboration Assurance
CCX 10 CCX 10.5
Supported Supported
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Workforce Optimization 10.5
Quality Management
• Finesse Gadgets for recording controls
• Live Screen and voice monitoring
• Eliminate Java Dependency
Workforce Management
• Multi-Channel Forecasting
• Agent Schedules on Mobile
48
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
IPv6 Support
• Dual stack support
• Finesse deployments
• High Availability
Caveats:
• IPv4 for
– ASR/TTS
– MediaSense
– WFO
VVVV
Admin CUIC
CAD Finesse
Editor
S
M
Pure IPv4
Dual Stack
Pure IPv6
ASR/TTS/MediaSense/WFO
Not supported
Supported
49
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Session Summary
Unified Contact Center Express
Customization
Simplification
User Experience
50
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
Resources
• Selecting the Right Desktop for Your Cisco Unified Contact Center Express: Cisco Finesse or Cisco Agent Desktop
– http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html
51
Related Sessions
© 2014 Cisco and/or its affiliates. All rights reserved. BRKCCT-1011 Cisco Public
BRKCCT-2056
Unified Intelligence Center: Standard and Custom Reporting on Contact
Center Express and Contact Center Enterprise Monday 10:00 AM
BRKCCT-0001
Cisco Customer Collaboration: Why it's the Right Choice for Your Contact
Center Tuesday 08:00 AM
BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM
BRKCCT-1031 Cisco Finesse - The Next Generation Agent Collaboration Experience Wednesday 08:00 AM
BRKCCT-2015
Solution Enhancements and Troubleshooting in Unified Contact Center
Express 10.0 Wednesday 01:30 PM
BRKCDN-2966 Programming with the Finesse API Wednesday 04:00 PM
BSACOL-1008 Mobile Customer Care -- Are You Ready? Wednesday 04:30 PM
BRKCCT-2006 Omnichannel contact center solutions Thursday 12:30 PM
BRKCCT-2019 Cisco Unified Contact Center Express Planning and Design Thursday 02:30 PM
BRKCCT-2050 Building recording and monitoring applications with the MediaSense API Thursday 08:00 AM
Related Customer Collaboration Sessions
53
Ingram Micro Contact Center Andrew Hill, Director IT and Shahryar Rehman, Director Business
CCSCCT-1300 - Ingram Micro Contact Center
Wednesday, May 21, 8:30 AM - 9:30 AM
Moscone South 302
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Continue Your Education
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