Unified Contact Center Enterprise Basics

Session 1

Himanshu Gupta
Architect, Customer Delivery
03-March-2020
Agenda
Contact Center Solution Basics

Cisco Contact Center Portfolio

Introduction to UCCE Evolution

UCCE Solution Overview

UCCE Solution Components

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Contact Center Solutions Basics

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Contact Center Basics
I’m having trouble
with my …….
It’s about Contact Center
Acct. No. …. I’d like to buy For Sales, Press 1
your ….. For Support, Press 2
SALES
For Accounts, Press 3
All our agents are busy …..
Phone

Carrier Network
Technology SUPPORT

eMail

Customers
Chat Internet ACCOUNTS

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Contact Center Building Blocks

Self Service Intelligent Agent

Queuing Call Routing Phones

PSTN IVR ACD PBX

Customers

Agents
CRM
Customer Records
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco Contact Center Portfolio

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Cisco Contact Center Portfolio

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
UCCE Evolution

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE History
ICR (Intelligent CallRouter) was Developed by GeoTel Communications
Check more on http://www.callcentres.com.au/geotel.htm
Cisco acquired GeoTel in 1999
Cisco renamed it to ICM - Intelligent Contact Manager

• By introducing its own ACD called CallManager (acquired with Selsius in 1998 for $145
Mil, http://newsroom.cisco.com/dlls/fspnisapi0d41.html), Cisco developed a variation of ICM called
IPCCE, which later became UCCE
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE/ICM Versions

1995 1999

Future

2.0 2.5 3.0 4.0 4.1 4.5 4.6 5.0 6.0 7.0 7.1 7.2 8.0 8.5 9.0 10.0 10.5 11.0 11.5 11.6 12.0 12.5

GeoTel ICR Cisco IPCC Cisco UCCE

Cisco ICM

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
UCCE Solution Overview

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Overview

Social
IVR Voice Chat Email Media

Customer Inbound / Chat and

Social Media Reporting
Voice Portal Outbound Email

Contact Routing

Agent Desktop and Web API (Finesse & Phones)

360 Degree View of Customer

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
UCCE Core Components – Functional Comparison
IVR & Switch
CVP

Contact Routing ICM

HCS CC
IP PBX
CUCM

Reporting
Cisco Unified Intelligence Center (CUIC)

Ingress/VXML
Gateway

CTI Desktop
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Finesse
 UCCE - Intelligent Contact Manager (ICM)
ICM is a contact routing system. It contains multiple software components:

Ø Router
Ø Logger
Ø Administration & Data Server
Ø Peripheral Gateway

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Customer Voice Portal(CVP)
• Provides announcement and customer interaction services.
• Provides IP-based services like IP switching, TNT, Prompt and Collect.
• Tightly integrated with other Cisco call routing and VoIP products.
• Carrier-class reliability, redundancy, and scalability
• Provides VoiceXML services
• Provides external database integration.
• Reporting stored in a dedicated database
• Interoperable with the PSTN traditional trunks and SIP trunks
• Contains multiple software components

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Cisco UCM

§Cisco Unified Communications Manager is an IP voice call processing engine.

§Its primary duty is to provide for call delivery (call setup and teardown).
§It can have multiple distributed nodes.

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
UCCE Solution – Cisco Unified Intelligence Center
(CUIC)
Provides reporting on the details of every contact across all
channels from a single interface.
A comprehensive, real-time and historical reporting solution.

Two user web-based interfaces, Reporting and Administration.

Runs on Cisco Voice Operating System (VOS).

HDS AWDB

CUIC AW-HDS (Historical) AW (Real-Time)

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – CUIC Deployment
The standard CUIC model includes the following:

• Deployed in cluster of upto 8 nodes.

• One "publisher" node and upto seven "member" nodes.
• All nodes reside on Cisco Voice Operating System (VOS)
• Informix Dynamics Server (IDS) DB is installed on all
nodes.
• Realtime and historical Unified CCE data source or
sources
• The web client makes HTTPS request and CUIC pull data
from the data source server and render realtime or historical
data.

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – CUIC Interfaces
OAMP Interface Reporting Interface

• Cluster Configurations • Data Sources Configurations

• License Management • Report Definitions Configurations
• LDAP Configurations • Reporting Templates
• Manage Serviceability • Dashboard Management
• SMTP Configurations • CUIC Users Management
• Start or stop CUIC Services • Value Lists Management
• Unified CCE users • Collections Management
• Resides on Publisher node
https://<CUIC IP>:8444/cuic/Login.htmx
https://<CUIC Publisher>/OAMP

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CUIC Reporting Interface Overview

CUIC Drawers

Dashboard drawer
used to create a user
dashboard

Reports drawer has

Historical and Live Data
report definitions

Data Sources drawer will

show current data source.

Value Lists drawer

stores the filter criteria

Security drawer will allow

easy manipulation of rights
and permissions to users
and groups

Scheduler drawer for scheduling

reports

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CUIC OAMP Interface Overview

Super User
Management
Device Management
& Log/Trace settings

Device Start/Stop
LDAP Configuration, UCCE
Integration and License
SNMP Configuration Management

RTMT Download

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Cisco Finesse
Features Benefits

• Browser-based agent desktop • Single “cockpit” for all agent information

• Web gadget container • Easy management and upgrades
− All applications that agents need (Cisco or third party) • Empowers agents via a user-centered design
are contained within Cisco Finesse®
• Flexible and expandable
− Administrators define agent and
supervisor layouts
• Developer-friendly web API

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Cisco Finesse Architecture
Cisco Unified Voice Operating System
(VOS)

Authentication
ADS JDBC
fka AWDB
Finesse REST / XMPP

GED-188 (CTI)
‒ Requests
‒ Events
PG
‒ Everything
CTI
else
SIP/SCCP

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Cisco Finesse High Availability

Cisco Finesse Cisco Finesse

Agent 1 Agent 2

DB
Replication
Cisco Finesse Server – Side A for Cisco Finesse Server – Side B
Configuration
Web Gadget Data Web Gadget
Services Container Services Container

CCE CCE
PG PG
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Side A Side B
 UCCE Solution – Cisco Finesse Administration

System
Settings

Call Control
Variable Layout

Default Desktop
Layout

Phone Books

https://<Finesse Pub>/cfadmin
Not Ready, Logout and
Wrap up reason codes
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Cisco Finesse Desktop

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
https://<Finesse>/desktop
 UCCE Solution – Gateways/CUBE
Gateways
Old School method, with PRI Trunks to Traditional PSTN provider

Voice Gateway
Class5 CO
MGCP, H.323, or
PRI SIP
PSTN

Cisco Unified Border Element

New School method, with SIP Trunks to your PSTN provider.
Enterprise SBC
(CUBE)
MGCP, H.323, or
SP IP Network SIP SIP
PSTN

SP SBC
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – VXML Gateways
• VXML Gateways ASR
Media
The VoiceXML Gateway can be collocated on the ingress and VXML
Server
TTS Server
Gateway or on a dedicated gateway, depending on scale.
MRCP HTTP
The Voice Browser runs on the gateway and interprets

)
M P (S
VXML documents.

V X TT
L
H
VXML documents can come from the VXML server or the HTTP(S)VXML
Call
IVR service on the call server. SIP Server
When invoked by the VXML document, speech recognition SI
P
And text-to-speech servers can be used. Cisco IOS VoiceXML
You can store media files locally or on external media servers. Gateway
SIP
Proxy

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Core Components

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Redundant Architecture

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Options
Live Data
Enterprise Outbound
Email & Chat Optiion
(ECE)

Identity
Social Minor
Service (SSO)

Contact Center SIP Proxy

Management
Portal
UniRSM
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Legacy Realtime Reporting
Real-Time Polled Data Polled Data
CUIC CUIC
PG/RTR AW DB
Server Client

Polled SG Finesse Finesse

Data
Server Client

Issues:
- Multiple paths exist for RT
reporting data
Direct DB Access
- The AW database is used as
CTI
the transport for all RT data.
XMPP
- No push path for RT data
HTTP Polling
- No way to join data from
REST
multiple applications
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Live Data Reporting
Live Data
Reports
Unified
Cisco Intelligen
Unified
Live Data Unified Intelligen
ce Center
Web Intelligence ce Clients
Center
Center Clients

RTR TIP
Router WebSocket
3 sec
Live Data Push JMS
Reporting Delivery RestAPI
Services
Source specific Data
Real-Time CUIC
PG
Client
CUIC Direct DB Access
Cisco
Client
PG TIP Socket.IO
JMS Bus Finesse
Server
Clients
Legacy
Support
Live Data
Gadget

10 sec Legacy RT
Reporting
Tables
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Real-time Distributor
 UCCE Solution – Live Data Reporting

•Statistics updated as
events occur, individual
cells update instead of
entire report
•Available in Intelligence
Center and Finesse Agent

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Live Data Reporting
Four reports take advantage of the Live Data service in Unified CCE:

oAgent Live Data Report – The report shows each agent’s currently active skill group, state, and call
direction within each Media Routing Domain into which the agent is logged.

oAgent Skill Group Live Data Report - The report shows each agent's currently active skill group, state,
and call direction within each Media Routing Domain into which the agent is logged.

oPrecision Queue Live Data Report - Provides details about all precision queue activity for all agents
logged in to the precision queue.

oSkill Group Live Data Report - Shows all skill group activity for all agents logged in to the skill group.

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – SIP Proxy
Is stateless, which provides better failover and redundancy
Has better N+1 redundancy than DNS
Helps support a centralized dial plan configuration
Runs on Virtual Machine and can support upto 400 CPS
Supports SIP server groups and heartbeats

Ingress/Egress Cisco
Cisco Unified
IOS Gateway
SI SIP Proxy CVP
P

P
Server

SI
SI
P
SI
P P
VXML SI CVP
CUBE
Gateway Server

Cisco Unified Cisco Unified

Communications Communications
Manager Manager
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Outbound Option
• Software only add-on to provide Outbound Dialing functionality.
• Single administrative interface for inbound/outbound contact management.
• Agent or IVR Campaigns, Do Not Call List.
• Personal Callback for Agent Campaigns.
• Multiple Dialing Modes – Predictive, Progressive, Preview, Direct Preview.
• Support for SIP Dialer.
• Fully Scalable and Fault Tolerant.
• Fully integrated with Cisco CTI,
Enterprise Reporting.
• Integrates with CRM.

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
UCCE Solution – Outbound Option Dialing Modes
• Dialing Mode determines method and rate of dialing
customers.
• Affects how many Dialer “ports” may be required.
• Depending on Dialer type, affects different resources.
• Predictive Mode: Dynamically calculate the number of lines to
dial per agent.
• Progressive Mode:The number of lines per agent is set by the
user.
• Preview Mode:Agent can either Accept, Reject, Skip, or Skip
Next customer call.
• Direct Preview Mode:Agent hears the call “ring out”. There is
no transfer.

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution – Enterprise Email & Chat (ECE)
• Integrates with Cisco
Unified CCE to provides
email and chat routing.

• Integrates with Finesse

• Simpler and faster Agent

Gadget supported across
IE, Chrome and Firefox

• Single Sign-on supported

for integrated agents and
administrators

• Knowledge base for

agents
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution –ECE AIO Deployment
In this model, ECE is deployed on two VMs.
• VM 1: All components other than Web Server.
• VM 2: Web Server.
This is supported for both ECE for PCCE and ECE for UCCE.

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution –ECE Distributed Deployment
In this model, all components of ECE are deployed on separate VMs.
This is supported for ECE for UCCE.

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
UCCE Solution –Contact Center Management Portal
Simplifies Virtual Contact Center Operations Partitioned System Supporting Multiple Business
Unified Provisioning of Cisco Unified CCE and Units
Cisco Unified Communications Manager Hierarchical Administration
Web-Based Unified User Interface Audit Tracking of Configuration Changes

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
UCCE Solution –Remote Silent Monitoring (UniRSM)
• Dial-in silent monitoring function

• For use by outsourcers, remote

supervisors, and external auditors

• Allows silent monitoring of any agent that

is based on configuration

• Uses Unified CVP scripts for inbound

supervisor access and authentication

• Supports most new generation phones

Supported phones MUST include those
with built-in bridge capability

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 UCCE Solution –Cisco IdS (SSO)
Auth code Grant flow
2. IdS –
Cisco Identity Service
1. IdP
3. Resource Server
Identity Provider SP – Service Provider Authorization Server

Explicit e.g. Finesse

Initial Trust
Agreement Validate
Token

n
Au

Ge

ke
SAML – Only
th

em ct

t
t

To
en
en

Ag dire

a
browser access
ti

a
To
ca

re

e
ke
In
ti

Us
OAuth – If

n
on

browser based
application
involves REST API
and gadgets Client Client
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

BRKCCT-1041 44
 UCCE Solution – Social Minor
Social media customer care solution
Respond to Customers using social networking
Capture, organize, prioritize, and send postings to CSR
Media Feeds
• RSS
• Facebook
• Twitter
• Push
• Chat

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential