Designing and Deploying Cisco -...
Transcript of Designing and Deploying Cisco -...
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Designing and Deploying Cisco Contact Centre Express
BRKCCT-2019
Stephen Goozee
Systems Engineer
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BRKCCT-2019
Contact Centres - they’re not as scary as you think…
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BRKCCT-2019
…and the outcomes are worth the effort!
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• Cisco UCCX Product Overview
• What’s new in 11.0
• UCCX design
• UCCX deployment
• Summary and additional information
Agenda
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BRKCCT-2019
UCCX product overview
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CLOUD
ON PREMISES
HYBRID
CLOUD
ON PREMISES
HYBRID
EVERY POCKET EVERY ROOM
EVERY DESK
Teamwork Technology
Cisco Collaboration
Collaboration Edge Architecture
Unified
CommunicationsConferencing
Customer
Care
Cisco Network
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Customer Collaboration: Portfolio Coverage
Target Markets:
SMB/Mid-Market
Enterprise
Service Provider
Cisco Unified Customer Collaboration Solutions
SELF SERVICECORE 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
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Cisco Unified Contact Centre Express
All in One Solution
Easy to Deploy
Easy to Use
Application PlatformUnified Communications Manager
Business Edition 6000 and 7000, Spec-based HW
SocialMiner
OptionsHigh Availability
ASR/TTS
Outbound IVRWorkforce Management
CRM ConnectorsQuality Management
Desktop Application Finesse
Contact Centre ExpressVoice, Video
IVR
API
Reporting
Chat, Email
Social Media
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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/Predictive
• Multi-Channel – Integrated Email & Chat
• Options (WFO, CRM Integration etc.) - Yes
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UCCX Package Options
Standard Enhanced
• IP Phone Agent
• ACD
• Reporting
• Reason Codes
• Cisco Agent Desktop /
Finesse
• IVR (Basic)
• Workflow
• IM/Presence
• 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
• Agent Chat
• SocialMiner (Agents)
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Licensing• Inbound voice/email/web-chat user licenses
• Non-High Availability (HA) Active server software license (these are auto-included with new seat orders)
• HA Standby server software licenses
• Outbound port licenses (Progressive/Predictive)
• 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
• Fixed login count
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BRKCCT-2019
What’s new in UCCX 11.0
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Voice
Chat
WFO
Video
Social
Contact
Center
Desktop Reporting
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Experience Centric
• Finesse
• Reporting
Cloud Connected
• Context Service
Value Extended
• Workforce Optimisation
CCX 11.0
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AGENTS
Customisable web desktop
Accessible customer lifecycle, history
First-call resolution
Integrated reporting
Multimedia capture and storage
Cisco Customer Care
CUSTOMERS
Where, when, how I want
Seamless experience
Personalised
Streamlined
CLOUD
ON PREMISES
HYBRID
Web
Mobile
ContactCenter
VoiceBrick and
Mortar
Video
Social Media
Chat
SMS
Omnichannel
Customer
Care
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Desktop
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Finesse is the only available
Desktop in CCX11.0
Cisco Finesse
Browser-based
Co-resident with CCX
Open REST APIs
Customisable desktop
Cisco and third party gadgets
Integrated administration
E.164 support
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Migration for
• Global & Workflow Group Not Ready Reason Codes
• Global & Workflow Group Logout Reason Codes
• Global & Workflow Group Wrapup Codes
• Global & Workflow Group Phone Book Contacts
• Global & Workflow Group Phone Books
• Workflow Group Start Recording Actions
• Workflow Group HTTP Actions
CAD to Finesse Migration Tool
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Cisco Finesse IP Phone Agent
• Agent Functionality via Cisco IP Phone
• Agent State
• Ready
• Not-Ready Codes
• Wrap-Up Codes
• Caller Data
• Supervisor Controls with ENH/PRE license
• Live Data and Historical Reports from CUIC
78xx Series
• 7811
• 7821
• 7841
• 7861
88xx Series
• 8811
• 8841
• 8851
• 8861
IP Communicator
• 8.6(4)
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Email Enhancements
• Discard Email
Option for agents
Historical Reports
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Post Call Treatment
• Provides custom treatment to completed ICD call
• Call routed to IVR route point after the last agent ends the call
Post Call
Treatment
trigger DN.
Expanded Call
Variable for the
post call
treatment.
How likely is it that you would recommend our company to a friend or colleague?
10 9 8 7 6 5 4 3 2 1 0
Extremely Likely Not At All Likely
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Team Wrap-up CodesIncrease from 100 to 1500
Team Phone BooksIncrease from 50 to 300Contact increase from 1500 to 50,000
Finesse
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FinesseMultiple Call Variable Layouts Per System
• Administrators define multiple call
variable layouts
• Administrators decide which layout
to display to the agent
• Same mechanism as CAD – no
changes to routing scripts for CAD
customers who are migrating to
Finesse
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Finesse Accessibility
• Agent Accessibility
• Adherence with Web Content
Accessibility 2.0 Level A
Guidelines
http://www.w3.org/TR/WCAG20/
• Available for limited set of gadgets
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Outbound Enhancements
• Outbound campaigns
• Duplicate entries within imported list
• Dialing out same number within 24 hours
• Support for SIP trunks with CUBE
• CCX 10.6 and 11.0
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Reporting
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Off-Box Cisco Unified Intelligence Center
Multiple Data Sources
Off-box CUIC
Historical Reports
Custom Reports
No user sync between CCX and off-box CUIC
No Live Data off-box
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Reporting User Experience
View
Selector
Play-
Pause
Live Data
View
Thresholds
Only
Online
Help
Maximize
Gadget
Expand-
Collapse
Dynamic Field
Selection
Resize
Columns
Dynamic
Sorting
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New Historical Reports
• Contact Service Queue Activity by Window Duration
• Reason Code Reports
• Agent All Fields Report
• CSQ All Fields Report
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CSQ Activity by Window Duration
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Reason Code ReportsBy Agent
By Reason Code
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Agent All Fields Report CSQ All Fields Report
Agent Name
Agent Login ID
Agent Extension
Calls Presented
Calls Handled
Calls Abandoned
Total Logged In Time
Avg Logged-In Time
Total Not Ready Time
Total Not Ready (%)
Total Ready Time
Total Ready (%)
Total Reserved Time
Total Reserved (%)
Total Talking Time
Total Talking (%)
Total Work Time
Total Work (%)
Avg Handle Time
Max Handle Time
Avg Talk Time
Max Talk Time
Avg Hold Time
Max Hold Time
Avg Work Time
Max Work Time
Avg Idle Time
Max Idle Time
Handle Ratio
Total Inbound
Total Inbound ACD
Avg Inbound ACD Talk Time
Avg Inbound ACD Hold Time
Avg Inbound ACD Work Time
Total Inbound Non-ACD IPCC
Avg Non-ACD IPCC Talk Time
Max Non-ACD IPCC Talk Time
Total Inbound Non-ACD Non-IPCC
Avg Non-ACD Non-IPCC Call Time
Max Non-ACD Non-IPCC Call
Time
Total Outbound IPCC
Avg Outbound IPCC Call Time
Max Outbound IPCC Call Time
Total Outbound Non-IPCC
Avg Outbound Non-IPCC Talk
Time
Max Outbound Non-IPCC Talk
Time
Total Transfer-In ACD
Total Transfer-In Non-ACD
Total Transfer-Out ACD
Total Transfer-Out Non-ACD
Total Conference ACD
Total Conference Non-ACD
CSQ Name
Service Level
Calls Presented
Calls Handled
Percent Handled
Avg Handle Time
Max Handle Time
Calls Abandoned
Percent Abandoned
Avg Time Abandoned
Max Time Abandoned
Calls Dequeued
Percent Dequeued
Avg Dequeue Time
Max Dequeue Time
Avg Speed of Answer
Calls Handled < Service Level
Calls Abandoned < Service Level
Avg Calls Abandoned
Max Calls Abandoned
Calls Handled by Other
Avg Queue Time
Max Queue Time
Calls Handled (0-15 secs)
Percent Handled (0-15 secs)
Calls Handled (0-30 secs)
Percent Handled (0-30 secs)
Calls Handled (0-45 secs)
Percent Handled (0-45 secs)
Calls Handled (0-60 secs)
Percent Handled (0-60 secs)
Calls Abandoned (0-15 secs)
Percent Abandoned (0-15 secs)
Calls Abandoned (0-30 secs)
Percent Abandoned (0-30 secs)
Calls Abandoned (0-45 secs)
Percent Abandoned (0-45 secs)
Calls Abandoned (0-60 secs)
Percent Abandoned (0-60 secs)
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Context ServiceCloud Connected
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Businesses have little
knowledge of their
previous interactions
with consumers across
multiple channels
Consumer
frustration Wasted
agent time
Existing solutions are
pricey, complex, or
proprietary
Business Challenges
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Context ServiceCloud-based storage of customer interaction data
Mobile
IoE
Phone
IVR
Customer
Journey
Enables a complete
view of the customer
journey
Better-informed
agents provide a
superior experience
Out-of-the-box Cisco
platform integration
Open web interfaces
enable partner
applications
Cisco Customer
Collaboration PlatformsPartner Applications
Web
Retail
SMS
Social Media
Chat
Deliver
Omnichannel
Seamlessly
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CCX script editor
LookupCustomers
Look up a customer by an identifier – caller ID, account number, etc.
GetCustomerInfo
Get data from a Customer object and save it in script variables
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CCX script editor
Get POD Info
Get data from a Customer object and save it in script variables.
RetrievePOD
Return last "n" PODs based on a customer ID provided
UpdatePOD
Update a POD on the Context Service Cloud
CreatePOD
Create a POD on the Context Service
POD: Piece of Data that
stores metadata about the
consumer interaction
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Context Service
Context
Service
1 Incoming Voice CallExample Screen ShotActual version may differ
Context Service
Gadget on Finesse
4 Call routed to Agent
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Out-of-the-Box Finesse Gadget
Example Screen Shot
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Workforce Optimisation
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What’s New in Cisco WFO 11.0?
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• Workforce Management
• Strategic Planning
• Vacation Planning
• Dynamic Scheduling
• Agent Initiated Mentoring
• Schedule “Agents” Beyond the Contact Center
• Quality Management
• Search and Play from Finesse
• Gamification
• Enhanced Administrator Reporting and Role Expansion
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• 25 Seat Bundle
• Order anytime, any quantity
• Available for New and Existing BE6K/UCM
• Includes SocialMiner Licence (for Premium)
FY16 Promotional Bundles for CCX 11
New Bundle US$ GPL
5 Seat Enhanced 995
5 Seat Premium 2,995
25 Seat Enhanced 26,595
25 Seat Premium 39,995
25 Seat Premium add-on 38,995
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BRKCCT-2019
UCCX Design
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Contact Centre Channels
Source: Deloitte 2013 Global Contact Centre Survey
• 85% of Contact Centres 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 that believe customer experience is a competitive differentiator
• 42% offer Social Media
• 34% offer voice self service
• 30% offer web collaboration
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Before Any Design is Created…..
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 their required method of deployment?
What are the dates for system acceptance and full production?
What is the measurement of success?47
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Solution Components
Voice Gateway (VG)
– SIP, MGCP or H.323 voice gateway
– Allows incoming/outgoing calls from public switched telephony network (PSTN)
– Trunking – ISDN or SIP on CUBE
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
Agent Desktop (Finesse)
– IP Phones and PCs running CAD/Finesse client
VVVV
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BRKCCT-2019
Deployment Scenarios
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Single Site Deployment
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
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Remote Branch Agent
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
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High Availability Over the WAN
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
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BRKCCT-2019
Additional Channels
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WebChat – Customer Hosted Website
Website Hosted Internally
No Proxy Required
SocialMiner Node Deployed in DMZ
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WebChat – Externally Hosted Website
Website Hosted Externally
Proxy Server (Optional)
SocialMiner Node Deployed in DMZ
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DMZ
Agent Email Work Flow
Exchange
Edge*Internet
Agent
Unified CCX
1. Customer sends an email which arrives at the Exchange
mailbox
2. SocialMiner checks for emails periodically and notifies
Unified CCX (metadata)
3. Unified CCX queues the emails in associated CSQs
4. When an agent is available, Unified CCX assigns the email
to the agent
5. The email gadget on Finesse automatically accepts the
6. When the agent clicks on the particular email, content is
fetched from the mail server and rendered in the reply
pane
7. The agent sends a reply
8. SocialMiner sends the email via secure SMTP to
Exchange
9. Exchange sends the email to the customer
CUCM
SocialMiner
Exchange*
2
1
2
3
8
45
6 7
9
6
* Exchange deployment model is for illustrative use only
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Video Care with Jabber GuestWork Flow
Agent
UCCX
1. Customer clicks to call from a browser or mobile app
2. VCS Expressway receives the call
3. VCS Expressway notifies VCS Control (via traversal link)
4. VCS Control notifies Jabber Guest which handles http-based
ROAP to SIP conversion and also manages call URLs and
hosts the video API and browser plugin
5. VCS Control notifies CUCM to setup the call
6. CUCM routes call to Unified CCX CTI Route Point
(application trigger)
7. Unified CCX selects an available agent and offers call
8. Agent answers from desktop or phone
9. Video call is setup between agent and caller
CUCM
2
1
3
45
6
7
9
VCS Control
Jabber Guest
8
9
Caller
VCS
Expressway
Internet
DMZ
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BRKCCT-2019
Agent Desktop
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• Mixed operation of CAD and Finesse – 10.6 only
• Team wise migration support for inbound voice agents and Preview Outbound Agents.
• No partial team migration
• Supervisor capabilities and Live data at team level
• Web Chat and Email agents need to be flash cutover at start
• Whitepaper available for detailed guideline on design considerations and planning process
• No data migration from CAD to Finesse
• Unified CCX 11.0 supports Finesse only
CAD and Finesse Mixed Mode
No CAD in
UCCX 11.0
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• CAD EOL announced for CCE and CCX
• Unified CCX 10.6 was the last release of CAD
• End of Software Maintenance and End of Support milestones for CAD are the same for both Unified CCX 9.0 and 10.X
CAD End-Of-Life Summary
Date Event
July 17, 2015 End of Sale
October 15, 2015 Last Ship Date
July 15, 2016 End of SW Maintenance
July 31, 2018 Last Day of Support
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BRKCCT-2019
Solution Sizing
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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
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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/
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Primary Bandwidth Considerations Signalling and Call Control
– IP Phone / Gateway
– Finesse
Voice Codec
Supervisory Monitoring
HAoWAN
DC-1
Unified CCX
DC-2PSTN
IP WAN
Unified CMM
S
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Bandwidth Calculators Bandwidth
Calculators available for the Finesse Desktop
Provides Client to Server Bandwidth requirements
Linked from UCCX SRND/Design Documents
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Additional Bandwidth Requirements You will need to account for Additional Bandwidth when deploying any of the
following optional components:
– SocialMiner Server Web-Chat
Agent Email Routing
– WFO components Inc. Silent Monitoring
– Reporting CUIC Real-Time / Historical
Reports
Wallboard Server/s
– Enterprise Database Script Data-Dipping
Finesse
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Unified CCX is Virtual Server Only
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/UC_Virtualization_Supported_Hardware
Resource reservation enabled for UCCX Profiles
Cisco UC
Specs-based
Support Policy
Select 3rd-PartyAll of UCS
Physical Server deployments are not supported
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Virtual Server Requirements
Component vCPU vRam vDisk vNIC
100 agents OVA 2 8 GB 1 x 146 GB 1
300 agents OVA 2 8 GB 2 x 146 GB 1
400 agents OVA 4 16 GB 2 x 146 GB 1
WFM 2 8 GB1 x 40 GB
1 x 146 GB1
QM Base Server 4 4 GB1 x 40 GB
1 x 146 GB1
QM Recording
Server4 4 GB
1 x 40 GB
1 x 146 GB1
UCS or 3rd-party specs-based on Intel Xenon
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BRKCCT-2019
UCCX Integration
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Application Integration
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Cisco Finesse – Work Flow Methods
• 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)
EVENTTelephony or
ACD Event
1:N N:M ACTIONExecutes Actions
or Integrations
RULEEvaluates Rule
Work Flows follow an Event / Rule behaviour
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Cisco Finesse
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
Example Use Cases
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BRKCCT-2019
Scripting
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Scripting
Scripting completes the CCX solution
It represents the business process through the Contact Centre infrastructure
Scripts should emulate the workflow defined by the business
Designers should look to create scripts that:
– Allow for levels of Customer re-configuration (appropriate use of variables)
– Allow for the correct recording of information for business reporting
Scripts can be developed ‘in the lab’ and deployed across Customers
Deployment engineers can make use of template scripts to speed deployment
The critical element in a successful deployment
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UCCX Sample Script Repository
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
Download Repository
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guid
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BRKCCT-2019
UCCX Deployment
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Before You Deploy UCCX: UCCX 11.x is a Virtual Only, Linux-based Appliance
In an HA Deployment, always install the primary node first
Ensure the following items are available based on the Solution Design:
– Supported hardware and Hypervisor
– Installation/Upgrade Media and OVA templates
– Installation information (IP Address, Account Information etc.)
– Customer Scripts or Sample Scripts for testing
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)
Log a TAC case before cutover in case of issues
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Nodal Installation/ Configuration Information
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
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BRKCCT-2019
Licensing
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Licensing UCCX 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
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Licensing Process
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
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BRKCCT-2019
Summary
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Summary The Collaboration Portfolio
UCCX All-in-one Solution
What’s New in UCCX 11 ExperienceCentric – Finesse / Reporting
Cloud Connected – Context Service
Workforce Optimisation
Design Considerations Solution matched to business requirements
Deployment types
Solution sizing
Bandwidth Calculations
Tools
Deployment Considerations Virtual servers
Completed Design Templates
Site/Solution information
Correct Media & Licenses
Pre-built samples / customised scripts
Useful links
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BRKCCT-2019
Links
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Key web resources
UCCX 11.0 Data Sheets– http://www.cisco.com/c/en/us/products/customer-
collaboration/unified-contact-center-express/datasheet-listing.html
Release Notes for UCCX 11.0 – http://www.cisco.com/c/en/us/support/customer-
collaboration/unified-contact-center-express/products-release-notes-list.html
UCCX Compatibility Matrix– http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_
CCX
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
Contact Centre 11.0 ordering guide– http://www.cisco.com/c/dam/en/us/products/collateral/cus
tomer-collaboration/unified-contact-center-express/ordering-guide-c78-331727.pdf
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
Finesse Whitepapers– http://www.cisco.com/en/US/partner/products/ps11324/pr
od_white_papers_list.html
• Plan Design Implement Helpdesk– http://www.cisco.com/c/m/en_us/partners/tools/planning-
design-implementation-technical-advisors/help-desk.html
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Contact Centre information at CiscoLive
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• BRKUCC-2663 Customising your Contact Centre with Finesse and CUIC
- Thu 2.30pm (immediately after this session)
• BRKUCC-2059 Designing Cisco Contact Centres for Med to Large Enterprise
- Fri 2.00pm
• Collaboration & Meet the Expert stands in World of Solutions
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BRKCCT-2019
Q & A
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presentations. www.CiscoLiveAPAC.com
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Thank you
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