Cisco livelocal2014 uccx
 

Cisco livelocal2014 uccx

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Cisco livelocal2014 uccx Cisco livelocal2014 uccx Presentation Transcript

  • Local Edition Cisco Unified Contact Center Express 10.0(1) Session ID 14PT Presenter Name and Title
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Agenda • Overview • Finesse • CUIC Live Data • Extend & Connect 2
  • Local Edition Unified Contact Center Express 10 Feature Overview
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Overview – 1 of 2 • UCCX 10.0(1) is next major release that follows on UCCX 9.0(2). UCCX 10.0(1) extends on the previous release via addition of new features as well as changes to the server platforms supported. • Key Features Include:  Web Based Agent/Supervisor Desktop (Finesse Desktop)  Media-sense based Recording Solution/ CUCM Silent Monitoring support for Finesse  CUIC Real Time reporting through Finesse Gadgets  CUIC as the default/only reporting client (Including IVR Deployments), License based Report enablement.  Extend and Connect (Remote Agent Support)  Physical to Virtual Migration enhancements  Improved WAN Reliability via Hazelcast 4
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Overview – 2 of 2 • Key Features Include (con’t):  Security Enhancements  Support for VOS 9.1(X)  Enhanced REST API support for Provisioning  Serviceability Enhancements – CLI DUMP/Outbound Refactoring  E164 Support*  REST API STEP* 5
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Install and Upgrade • UCCX 10.0(1) supported only on Virtualized Platform • Bare metal Support Removed • No Direct Path from UCCX Windows Releases (W1 Upgrade path removed) • New OVA Templates (RAM has been doubled) 100 agent 300 agent 400 agent vCPU 2 2 4 vRAM (changed) 4GB to 8GB 4GB to 8GB 8GB to 16GB Hard disk 1 * 146 GB 2 * 146 GB 2 * 146 GB
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition End Points in 10.0(1) • New phone models to be supported • Snoopy Phones: 7821, 7841, 7861 • Zydeco Phone: DX650 • Deployment Models • UCCX Parent/Child Deployment model phased out • All other deployment models supported as in UCCX 9.0(2) • UCCX Deployments shall either use CAD or Finesse Desktop – Not both. Mixed mode not supported. • UCCX 10.0(1) Deployments will have CUIC as the default reporting client • Switch Between CUIC/HRC has been removed. • CUIC to be accessed through the following URL: http://<UCCX IP/Host>:8081/cuic
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition UCCX 10.0(1) Upgrade Path
  • Local Edition Integrating Cisco Finesse Cisco Unified Contact Center Express 10
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Why Cisco Finesse? A next-generation agent and supervisor desktop for Cisco Unified CCX 10.0(1) What is Cisco Finesse? • 100% browser-based desktop using Web 2.0 technologies – requires NO client installations • A single container interface achieved through OpenSocial gadgets – plug and play multiple assets and information sources Is Cisco Finesse the only desktop in Unified CCX 10.0(1)? No. Cisco Agent Desktop and Cisco Supervisor Desktop continue to be available in CCX 10.0(1) in all capacity. Cisco Finesse has been introduced to be used as a next-gen alternative to CAD/CSD.*
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Solution Architecture Finesse Server (Tomcat) CCX Notification Service (Openfire) CTI Server RmCm CUIC Server (Tomcat) CUCM VVVV UCCX NodeUCCX Engine XMPP XMPP SIP/SCCP Media JTAPI Finesse Desktop (Browser)
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Deployment Models • Cisco Finesse supported in • single-node • and cluster (HA) deployments of Unified CCX 10.0(1) over both LAN and WAN • A Finesse server in a CCX node communicates only with the local CTI Server (CCX Engine) on that node. Does not communicate with CCX Engine across nodes. Finesse desktop sessions are established with only one Finesse server at any point in time – the Finesse server on that CCX node on which CCX Engine is currently master. Cisco Finesse Administration web UI is always accessible in RW mode only from the Publisher CCX node. From the subscriber node, it is Read-only. This is a known limitation in CCX 10.0(1)
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Initial Configurations Licensing Cisco Finesse is available only in CCX ENHANCED and PREMIUM ICD license packages Starting CCX 10.0(1), Licensing checks have also been implemented in the CTI subsystem in CCX Engine. – At any point in time, a maximum of N agents are allowed to login via CTI as permitted by the license applied. Initial Configurations Not Applicable to Cisco Finesse • Recording Count – This is applicable only to CAD-based recording. For Finesse, CUCM-based recording via Cisco MediaSense is used, whose count depends on a separate recording license. • CAD/CSD Language Configuration – Choosing a language configuration here does not impact Cisco Finesse. In CCX 10.0(1), Cisco Finesse supports only English as the locale by default. • Cisco Unified CCX Desktop Client Configuration Tool Download – Not required for Cisco Finesse. This is only necessary for CAD desktops.
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Activating Cisco Finesse • To begin with, only CAD desktop services are activated and only CAD/CSD can be used • To use Cisco Finesse, the administrator has to explicitly activate it running a CLI command on each CCX node By default (during component activation) Cisco Finesse is NOT ACTIVATED even though required license packages are applied • This results in Cisco Finesse Tomcat service being IN SERVICE, and can be seen listed among Network Services in CCX Serviceability interface.
  • Local Edition Integrating Cisco Finesse Accessing Cisco Finesse
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Accessing Cisco Finesse Desktop • Just a browser on the Agent’s machine (Internet Explorer 8 and 9, Mozilla Firefox 24) – nothing more • All communication secured using TLS (using secured HTTP) • Finesse desktop accessible using the URLs http://uccx_IP_or_FQDN:8082/desktop (automatically redirects to https) https://uccx_IP_or_FQDN:8445/desktop where 8082 and 8445 are ports served by Finesse Tomcat Ensure client systems have a way to resolve fully-qualified hostnames (FQDN) of UCCX servers (either through DNS or through an entry in their local hosts file) This is required to accept server certificates from Finesse Tomcat and Openfire
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Accessing Cisco Finesse Administration • Just a browser on the Administrator’s desktop (Internet Explorer 8 and 9, Mozilla Firefox 24) – nothing more • All communication secured using TLS (using secured HTTP) • Finesse Administration accessible using the dropdown menu provided in platform tomcat webapps • Either the CCX platform admin user account, or any* user with Administrator capability can login to Finesse Administration * Conditions apply – covered in next slide
  • Local Edition Integrating Cisco Finesse CUCM-based Silent Monitoring
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition CUCM-based Silent Monitoring What? A feature provided by CUCM where the supervisor can listen-in on an agent call for quality control and performance evaluation etc. without said agent being aware of this monitoring activity. The monitoring stream comprises a mix of the customer and agent voices. Important Configurations • During CUCM configuration of CCX, the RmCm user(s) configured should have the following additional groups and roles in CUCM: • Standard CTI Allow Call Monitoring • Standard CTI Allow Call Recording This will be done automatically by CCX as soon as an RmCm user is selected and configured. • The Built-in Bridge (BIB) capability is required on the monitored device for Silent Monitoring. Hence, only agents having IP Phones with BIB enabled can be monitored by the supervisor using this feature.
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition CUCM-based Silent Monitoring How? • Supervisor selects one of the agents in one of his teams. If the agent is in TALKING state, the supervisor is able to click • Supervisor has to be in NOT READY state • The silent monitoring call (incoming voice only) is established automatically between the supervisor and agent phones and the mixed media is sent to the supervisor phone. • He can then choose to Hold or Barge- In and then drop participant (Intercept) • He cannot silent monitor any other agents until current monitoring session is completed
  • Local Edition Integrating Cisco Finesse Differences between CAD and Finesse
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Differences between CAD and Finesse • While Cisco Finesse is new and next-gen, there are still significant feature gaps and behavior differences from CAD/CSD. • Since CCX 10.0(1) is the first release that is shipping Cisco Finesse, there are some important points that have to be noted while migrating to Cisco Finesse. Feature Differences Key features in CAD/CSD that are missing in Cisco Finesse in CCX 10.0(1) are: Outbound support Multi- Line handling Agent Email Localization Recent Call List Agent to Agent Chat Some workflow events and actions Blind Transfer
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Differences between CAD and Finesse Behavioral Differences Behavior CAD/CSD Finesse Agent State Changes Allows state transitions Ready  Logout Talking  Logout Does not allow these state transitions. The only allowed transition to Logout is Not Ready  Logout Optional Wrap-Up State Allows agents to choose on a per-call basis if they want to go to Wrap-Up/Work state or not. Wrap-Up state is either required or not allowed per CSQ. Agents cannot decide this per-call. Blind Transfer Completing transfer before consult leg is answered ALLOWED NOT ALLOWED Pending State Indicator PRESENT ABSENT Dynamic Team Updates Team composition changes in CCX Administration are dynamically reflected in CAD/CSD Team composition changes are not dynamically updated. Supervisor has to re-login/refresh his session. Call Monitoring CAD-based monitoring. No CUCM-based Silent Monitoring. CUCM-based Silent Monitoring only. Call Recording Desktop and SPAN-based recording. No support for CUCM-based recording with MediaSense. CUCM-based recording with MediaSense only.
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Differences between CAD and Finesse MIGRATING BETWEEN CAD/CSD AND FINESSE • There are NO utilities available to migrate configurations between CAD and Finesse. • Essentially, configurations such as reason codes, wrap-up codes, workflows, contacts, phonebooks, and other settings need to be explicitly re-created upon migrating from CAD to Finesse. For more information on a detailed comparison between CAD/CSD and Cisco Finesse in Unified CCX 10.0(1), refer to this white paper: http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html
  • Local Edition CUIC-based Live Data Reports Feature Overview
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Feature Overview Reports < 10.0(1) 10.0(1) Admin Appadmin Appadmin Agent Supervisor • CAD • CSD • CUIC Live reports • Live Data Gadgets Live Data Gadgets available only in CCX-Finesse Only Grid format – no Charts available UCCX 10.0 is integrated with CUIC 10.0
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Live Data Reports Supervisor Live Data Agent Live Data • Team State • Team Summary • CSQ Summary • CSQ Agent Detail • Agent State Log • Agent Statistics • Agent CSQ Stats • Agent Team Summary
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Report Enhancements in 10.0(1) • New Fields • Average Ring Time - Supervisor Team Summary • SLA - Supervisor Voice CSQ Summary o Percentage of calls meeting the CSQ’s SLA for wait time • Short and Long Term View • Supervisor Team Summary o Talk time, Hold Time • Supervisor Voice CSQ Summary o Calls Abandoned, Calls De-queued, Average Contact Handle Time, Average Wait Duration, SLA
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Solution Architecture
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Live Data Reports : License Details • No Live Data Reports IP IVR License • Live Data Reports for Supervisor Standard License • Live Data Reports for Supervisor • Live Data Reports for Agents Enhanced / Premium License
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Short Term Reporting Configuration • New Field “Short Term Reporting duration” added in Systems parameters page. • Short term value default is 5 minutes. • Possible options for short term value are 5,10 and 15 minutes. • Long term value is fixed – 30 minutes. • Engine restart is required for updated value to take effect.
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Live Data Gadgets – ForAgents Agent CSQ Statistics and Agent Team Summary gadgets are added by default to the finesse desktop layout for agents .
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Live Data Gadgets – For Supervisors Voice CSQ Summary, Voice CSQ Agent Detail and Team Summary gadgets are added by default to the finesse desktop layout for supervisors
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Live Data Gadgets – For Supervisors Team Data and Queue Data tabs displays Agent and CSQ reports for supervisors
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition How to add/removeAgent reports From Finesse Gadget • Login to finesse admin as Administrator. • Go to Desktop layout • Add/ Modify Gadget tags in <role>Agent</role> • Refer Cisco Unified CCX Reporting User Guide for Gadget urls.
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Add/remove Supervisor reports from Finesse Gadget • Add/ Modify Gadget tags in <role>Supervisor</role>
  • Local Edition Extend and Connect UCCX 10 Mobile Agent
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Extend & Connect • Allows admin to deploy UCCX which will interoperate with any phone endpoint. • UCCX agent/supervisors can support their customer from any location from any endpoint. • UCCX leverages the CTI Remote Device and Persistent Connection features of the CUCM.
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Extend & Connect architecture CUCM Cluster
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Extend & Connect Configuration • Configure ‘CTI Remote Device’ , CSF for Jabber and Remote Destinations in CUCM. • Login Jabber using the userId associated with CTI Remote Device and CSF. • The CTIRD device has to be associated with the UCCX Application user. • Set one of the remote destinations as active using Jabber. • Login CAD/CAD-BE/Finesse with the agent’s userId and CTIRD phone extension. • Detailed configuration available: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/9_1_1/ccmfeat/CUCM_BK_C3E 0EFA0_00_cucm-features-services-guide-91_chapter_0110010.html
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Persistent Connection • Feature is supported in CUCM 10.0 onwards • Allows agent to maintain a nailed up connection with the active Remote Destination • Saves connection establishment time for each call • Default call duration for Persistent Connection is 12 hrs. • To change the default duration referhttp://www.cisco.com/en/US/docs/voice_ip_comm/meetingplace/8_ 5/english/administration/cucm_integration.html#wp1054377
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Persistent Connection(PC) supported features • PC call is offered to the active remote destination during agent login • PC call has to be answered only from remote destination • Agent moves to Ready state after answering the PC call • Called ID for PC call is "EC Mode” • Announcement played upon answering PC call • Announcement played on PC for incoming customer call • ICD calls are overlaid on the PC call. • Agent’s remote device will display the Caller ID for the ICD call.
  • © 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Persistent Connection(PC) supported features • Caller information will persist in display until next ICD call is placed on the PC call. • Max. 3 retries for establishing PC. • Info message displayed on the agent desktop when the PC is failed. • Agent will be moved to Not Ready state and won’t be allowed to move to Ready state until PC call is established. • PC call will be dropped once the agent logs out. • During UCCX failover, PC continues to be connected • During CUCM failover, PC call continues when there is an ICD call over PC.
  • Local Edition