Cisco Hosted Collaboration Solutions (Cisco HCS) for Contact Center is a next generation unified communication and collaboration platform for service providers and partners who want to offer unique Cisco collaboration technologies using hosted and managed models. A service provider can offer swift deployment of Unified Communications Manager applications with considerable value to the end customer, taking advantage of shared management/aggregation infrastructure,
economies of scale, and simplified deployment.
The following figure
shows the high-level solution topology for Cisco HCS for Contact Center.
Figure 1. Cisco HCS for
Cisco HCS for Contact Center
service delivers Cisco Unified Contact Center Enterprise (Unified CCE) on a
pair of duplexed Unified Computing System (UCS) B230-M2 blades, referred to as
Side A and Side B. Cisco HCS for Contact Center offers the same shared
management (service fulfillment and assurance) and aggregation (carrier trunks)
that is common for all customer instances and used for other Cisco HCS
Cisco HCS for Contact Center
is deployed in a virtualized environment, using OVA templates that are
For an illustration
of the topology see
the following illustration.
The Contact Center
aggregation layer and the shared management layer combines Cisco HCS components
with the multiple network connections and route requests to the dedicated
customer instances. Shared aggregation consists of PGW and CUBE(SP) and shared
management consists of UCDM, CCDM,
Collaboration, DCNM, UCS Manager, vCenter, and ASA (Firewall/NAT).
Figure 2. Cisco HCS for
Contact Center Topology
Cisco HCS for
Contact Center Options and Feature Support
HCS for Contact Center is a
virtual deployment that is physically deployed as a:
Single pair of
blades for up to 1000 agent deployment, or
Single pair of
blades for two customer instances of up to 500 agent deployment.
Four pairs of
blades for single instance up to 4000 agent deployment. The fourth pair of
blade is optional for both CCB (Courtesy Callback) and CVP Reporting server.
Also, the fourth pair of blade is required when the sum of calls at agents and
the IVR exceeds 3600.
Table 1 Core Components
and Functionality included for HCS for Contact Center
Contact Center Domain Manager (CCDM)
Day 2 web configuration and WebServices API
Cisco Unified Contact Center Enterprise (UCCE)
Cisco Unified Customer Voice Portal (Unified CVP)
Self Service, IVR, and rich VXML scripting
Cisco Unified Intelligence Center (CUIC)
Cisco Unified Communications Manager (CUCM)
PBX, Call Control, and back-office phones
Cisco Finesse (Finesse)
Web 2.0 Agent Desktop
HCS for Contact Center offers the following features and options
that are pre-sized within core components.
is a core component for 4000 agent deployment.
Unified WIM and EIM
Email, Chat and Web Call Back.
At this time, the
following solution options and features are not supported in HCS for Contact
The following list
is not an exhaustive list. As a rule, if an option or feature is not mentioned
in this document, it is not supported in this deployment. Non-Contact Center
Cisco Unified Communication applications—such as Unity Connection or
third-party applications such as CRM and recording—may be deployed on external
servers if the hardware, co-residency, and support requirements are for each
application residing on that server. Refer to the documentation for each
external application for that guidance.
Desktop Browser Edition
Contact Management (ICM) to ICM Gateway
CTI OS Security
Cisco Unified IP
The following figure
shows the list of features and options supported for HCS for Contact Center
In several instances,
configuration and capacity limits in this document supersede the information in
Contact Center Enterprise Solution Reference Network Design (SRND)
System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact
Center Enterprise and Hosted
Figure 3. HCS for Contact
Center Options and Feature Support for 500 or 1000 Agents
Figure 4. HCS for Contact
Center Options and Feature Support for 4000 Agents
Remote Office Options
Remote office options include:
Local trunk breakout
Office only with Unified CCE agents
Cisco Virtual Office
Figure 5. Remote Office Options
This section describes the
following shared management components and aggregations:
Contact Center Domain Manager (Unified CCDM) is a browser-based management
application that is designed for use by Contact Center/system administrators,
business users, and supervisors. It is a dense, multi-tenanted provisioning
platform that overlays the Contact Center equipment. The Contact Center
equipment consists of configuration items, generally known as resources, such
as agents or skill groups, and events that are logged when the resources are
used by the equipment, such as call record statistics. CCDM also manages CVP
Day 2 operations ( Media files and VXML applications ).
partitions the resources in the equipment using a familiar folder paradigm.
These folders are then secured using a sophisticated security structure that
allows administrators to specify which users can perform which actions within
the specified folders. Unified CCDM supplies a number of tools that operate on
the configuration and statistics data and allow users to modify both the
Contact Center and Unified CCDM itself. The tools are all inherently
multi-tenanted and the following tools are currently supported:
Notices tool provides a
Message of the
tool enables the dynamic modification of agent teams and skill groups
tool enables users to create and modify resources such as agents or call types
and organize them into a hierarchical folder structure
tool enables administrators to set up and manage security permissions
Unified CCDM focuses
on supplying multi-tenancy functionality, playing to the business plans of
hosts and large enterprises by enabling distributed or disparate Contact Center
equipment to be partitioned:
abstracts and virtualizes the underlying Contact Center equipment, thereby
allowing centralized deployment and decentralized control, which in turn gives
economies of scale while supporting multi-level user command and control.
allows the powerful and flexible native provisioning operations to be
abstracted into simple, high-level tasks that enable business users to rapidly
add and maintain Contact Center services across the virtualized enterprise (or
users can see only the resources in the platform that they are entitled to see,
thereby giving true multi-tenancy.
users can only manipulate resources visible to them, by using the tools and
features they are authorized to use, thereby giving role-based task control.
The advantages of
CCDM are :
Northbound APIs (SOAP and REST).
Can be used at
the shared management level across multiple customer instances.
OVAs are sized
for 50000 active and 300000 configured agents across multiple customer
maintains a complete data model of the Contact Center equipment to which it is
connected. This data model is periodically synchronized with the equipment. In
addition to the configuration information such as agent and skill groups,
Unified CCDM records the events logged by the equipment, such as call records,
for management information and reporting.
provisions multiple Contact Center customer instances. It also provides the
northbound REST and SOAP interfaces for multiple instances from a shared
Install the Unified
CCDM servers on a Service Provider Management AD domain and create a trust
relationship with the Unified CCDM domain and each customer instance domain.
Unified Communications Domain Manager is a multi-tenant
application, so you can use the Unified Communications Domain Manager server to
provision all HCS customers. HCS supports only one Unified Communications
Domain Manager instance per HCS installation.
Security Appliance (ASA) Firewall partitions a single security appliance into
multiple virtual devices known as security contexts. Each context is an
independent device, with its own security policy, interfaces, and
administrators. Multiple contexts are similar to having multiple standalone
devices. Each context keeps customer traffic separate and secure, and also
makes configuration easier. All customer traffic is first sent to the firewall
before forwarding to the computer resources.
Unified Contact Center
Enterprise (Unified CCE) is the software application that provides the contact
center features, including agent state management, agent selection, call
routing and queue control, IVR control, CTI Desktop screen pops, and contact
center reporting. The Unified CCE runs on Cisco Unified Communications on Cisco
Unified Computing System (Cisco Unified Communications on Cisco UCS)
virtualized servers or exact equivalents unless otherwise specified. There are
following four major components of a Unified CCE deployment:
The Router is the brain of Unified CCE. It is capable of running user
defined scripts to make decisions on what should happen with calls, and it has
the ability to figure out how to get a call from one place to another. Routers
are "duplex" entities, whereby two separate, distributed instances (identified
as Side A and Side B) use the MDS to keep in lock-step with its other side,
ensuring that any outage of one side guarantees that the system continues
operating without failures or impairments - the opposite side assumes sole
responsibility for making routing decisions. All data as well as call control
messaging is shared between sides to ensure that both sides have the same data
by which to make (the same) routing decisions. Both router sides are "in
The Logger is used by Unified CCE to store historical data and
configuration data about the call center. It is the place where historical data
is first stored, and from which it is later distributed. The Logger uses a
synchronization process that is a little different than the Router. The
messages coming to the Logger are only sent from the corresponding Router. Side
A Router only sends messages to the Side A Logger. Side B Router only sends
messages to the Side B Logger. Because the routers are running in lock-step, it
is guaranteed that while messages are flowing they are the same messages. The
Loggers also distribute historical data to HDS and configuration and real time
data to the Administration & Data Servers through MDS.
The PG is the component that talks to the telephony devices through
their own proprietary CTI interface in a Unified CCE system. These devices can
be ACDs, IVR devices or an IP PBX. The PG normalizes whatever protocol the
telephony device speaks, and keeps track of the state of agents and calls that
are on that device. The PG sends this status to the Router, as well as forwards
requests requiring customer logic to the Router. The component of the PG that
does the normalization is called a Peripheral Interface Manager (PIM). This
component is responsible for actually talking to the peripheral and translating
whatever proprietary language it speaks into the normalized one that the OPC
and the rest of the PG understands. Co-resident with the PG is the CTI Gateway
(CG - CTI Server component) and the CTI Object Server (CTI OS)
There are several
groups that PGs fall into. The first classification of PG includes those that
talk to an ACD or Unified CM that has agents on it. It talks a proprietary CTI
protocol to the switch, and maintains the state of agents and calls in queue on
the device. The second classification of PG is a VRU or Media Routing (MR) PG.
These PGs expose an interface that is client-neutral. In the case of the VRU
PG, this interface is tailored to voice calls; in the case of the MR PG, it is
more generic task routing that is exposed. The third classification of PG is
the group PG (Generic PG). This PG allows multiple PIMs of different types to
reside inside of the same PG.
& Data Server
& Data Server is the main interface to the Unified ICM/CC configuration. On
the Administration & Data Server resides a database which contains a copy
of the configuration information contained in the Logger. A Distributor
process, which receives updates from the central controller, writes to the
database to keep everything in sync. Multiple clients read the configuration
from the database and send update messages to the central controller's DB Agent
process. The two main clients in the Administration & Data Server are the
configuration tools which are used to provide a GUI to update the
configuration, and the Configuration Management Server (CMS) process which is
used to provide the Configuration API (ConAPI). The Administration & Data
Server does not have a dependent twin but rather provides fault tolerance in
numbers (N+1 model).
The Administration & Data Servers are classified into the following
roles in HCS-CC based on the system configuration and the call load that it can
Administration Server (Configuration and Real-Time Reporting):
This role is similar to the former Distributor AW model which
provides the capability for configuration changes as well as real-time
reporting. The real-time reporting is supported using Cisco Unified Intelligent
Center (Reporting client). No historical reporting is supported
Administration Server, Historical Data Server, and Detail Data
This Administration & Data Server deployment role is similar to
the existing Distributor AW with HDS model which provides the capability for
configuration changes as well as both real-time and historical reporting. The
real-time and historical reporting is supported using Cisco Unified
Intelligence Center (Unified Intelligence Center Reporting client). Call detail
and call variable data are supported for custom reporting data extraction to
feed historical data.
Administration Server And Historical Data Server (AW-HDS):
This Administration & Data Server deployment role provides the
capability for configuration changes as well as both real-time and historical
reporting. Real-time and historical reporting are supported using Cisco Unified
Intelligence Center Reporting user. The following features are disabled and not
Call Detail, Call
Variable, and Agent State Trace data
Custom reporting data
Historical Data Server and Detail Data Server (HDS-DDS):
The HDS-DDS deployment model is used specifically for data
extraction and for custom reports for call detail (TCD and RCD) only. The
following features are disabled and not supported:
Ability to make
This deployment role is limited to one per Logger side.
Customer Voice Portal combines open-standards support for speech with
intelligent application development and industry-best call control to deliver
personalized self-service to callers-either as a standalone
interactive-voice-response (IVR) system or transparently integrated with a
contact center. The following topics describe the Cisco Unified Customer Voice
Portal (CVP) product components.
The Call Server
component provides the following independent services, which all run on the
same Windows 2008 R2 server:
SIP service: This
service communicates with the Unified CVP solution components such as the SIP
Proxy Server, Ingress Gateway, Unified CM SIP trunks, and SIP phones. The SIP
service implements a Back-to-Back User Agent (B2BUA). This B2BUA accepts SIP
invites from ingress voice gateways and typically directs those new calls to an
available Voice XML gateway port. After completing call setup, the Unified CVP
B2BUA acts as an active intermediary for any subsequent call control. While the
Unified CVP SIP signaling is routed through this service, this service does not
touch the RTP traffic. Integrated into this B2BUA is the ability to interact
with the Cisco Unified ICM via the ICM Service. This integration provides the
ability for the SIP Service to query the Unified ICM for routing instruction
and service control. This integration also allows Unified ICM to initiate
subsequent call control to do things such as requesting that a caller be
transferred from queue to an agent or transferred from one agent to another
ICM service: This
service is responsible for all communication between Unified CVP components and
Unified ICM. It sends and receives messages on behalf of the SIP Service and
the IVR Service.
IVR service: This
service creates the Voice XML pages that implement the Unified CVP Micro
applications based on Run VRU Script instructions received from Unified ICM.
The IVR Service functions as the VRU leg (in Unified ICM Enterprise parlance),
and calls must be transferred to it from the SIP Service in order to execute
Micro applications. The Voice XML pages created by this module are sent to the
Voice XML gateway to be executed.
The VXML Server executes advanced IVR applications by exchanging
VoiceXML pages with the VoiceXML gateway's built-in voice browser. Like almost
all other Unified CVP product components, it runs within a Java 2 Enterprise
Edition (J2EE) application server environment such as Tomcat and many customers
add their own custom-built or off-the-shelf J2EE components to interact with
back-end hosts and services. The VXML Server applications are written using
Cisco Unified Call Studio and are deployed to the VXML Server for execution.
The applications are invoked on an as-needed basis by a special Micro
application which must be executed from within the Unified CCE routing script.
The Media Server component is a simple Web Server, such as Microsoft IIS
or Apache, which can provide prerecorded audio files, external VoiceXML
documents, or external ASR grammars to the gateway. Some of these files can be
stored in local flash memory on the gateways. However, in practice, most
installations use a centralized media server to simplify distribution of
prerecorded customer prompt updates. Media Server functionality can also
include a caching engine. The gateways themselves, however, can also do prompt
caching when configured for caching. Typical Media Servers used are Microsoft
IIS and Apache, both of which are HTTP-based.
The Unified CVP Reporting Server is a Windows 2008 R2 server that hosts
an IBM Informix Dynamic Server (IDS) database management system. The Reporting
Server provides consolidated historical reporting for a distributed
self-service deployment. The database schema is prescribed by the Unified CVP
product, but the schema is fully published so that customers can develop custom
reports based on it. The Reporting Server receives reporting data from the IVR
Service, the SIP Service (if used), and the Unified CVP VXML Server (VXML
Server). The Reporting Server depends on the Unified CVP Call Server (Call
Server) to receive call records.
The Reporting Server does not itself perform database administrative and
maintenance activities such as backups or purging. However, Unified CVP
provides access to such maintenance tasks through the Unified CVP Operations
Operations Console Server
The Unified CVP Operations Console Server is a Windows 2008 R2 server
that provides an Operations Console for the browser-based administration and
configuration for all Unified CVP product components, and it offers shortcuts
into the administration and configuration interfaces of other Unified CVP
solution components. The Operations Console is a required component in all
Unified CVP deployments.
The Operations Console must be run on a separate machine from other
Unified CVP devices.
The Operations Console is, in effect, a dashboard from which an entire
Unified CVP deployment can be managed.
The Operations Console Server is not a redundant component. As such, you
cannot duplicate the Operations Console Server within a deployment. Back up the
configuration database regularly or when a change is made, because the
Operations Console Server is an essential component, and cannot be duplicated
within a deployment.
Communications Manager (formerly named as Cisco Unified Call Manager) serves as
the software-based call-processing component of the Cisco Unified
Communications family of products. A wide range of Cisco Media Convergence
Servers provides high-availability server platforms for Cisco Unified
Communications Manager call processing, services, and applications.
The Cisco Unified
Communications Manager system extends enterprise telephony features and
functions to packet telephony network devices such as IP phones, media
processing devices, voice-over-IP (VoIP) gateways, and multimedia applications.
Cisco Unified Communications Manager provides signaling and call control
services to Cisco integrated telephony applications as well as third-party
applications. Cisco Unified Communications Manager performs the following
Signaling and device control
Dial plan administration
Phone feature administration
maintenance, and provisioning (OAM&P)
Programming interface to
external voice-processing applications such as Cisco IP Communicator, Cisco
Unified Customer Voice Portal (CVP).
The Cisco Unified
Communications Manager system includes a suite of integrated voice applications
that perform voice-conferencing and manual attendant console functions. This
suite of voice applications means that no need exists for special-purpose
voice-processing hardware. Supplementary and enhanced services such as hold,
transfer, forward, conference, multiple line appearances, automatic route
selection, speed dial, last-number redial, and other features extend to IP
phones and gateways. Because Cisco Unified Communications Manager is a software
application, enhancing its capabilities in production environments requires
only upgrading software on the server platform, thereby avoiding expensive
hardware upgrade costs.
Cisco Unified Communications Manager and all Cisco Unified IP Phones, gateways,
and applications across an IP network provides a distributed, virtual telephony
network. This architecture improves system availability and scalability. Call
admission control ensures that voice quality of service (QoS) is maintained
across constricted WAN link and automatically diverts calls to alternate public
switched telephone network (PSTN) routes when WAN bandwidth is not available.
interface to the configuration database provides the capability for remote
device and system configuration. This interface also provides access to
HTML-based online help for users and administrators.
Communications Manager, designed to work like an appliance, refers to the
Cisco Unified Communications
Manager servers can get pre-installed with software to ease customer and
partner deployment and automatically search for updates and notify
administrators when key security fixes and software upgrades are available for
their system. This process comprises Electronic Software Upgrade Notification.
You can upgrade Cisco Unified
Communications Manager servers while they continue to process calls, so
upgrades take place with minimal downtime.
Cisco Unified Communications
Manager supports the Asian and Middle Eastern markets by providing support for
Unicode on higher resolution phone displays.
Cisco Unified IC offers both a web-based reporting application and an
administration interface. The reporting application runs on the Members. The
administration application runs on the Controller. Unified IC reporting
features include multi-user support, customized reports, security, multiple
display formats, web accessibility, and Web 2.0-like mashup support to display
data from multiple sources on a single dashboard. These features make Unified
IC a valuable tool in the Information Technology arsenal of any organization
and position it as a drop-in replacement or solution for most reporting
requirements. Cisco Unified IC reporting capabilities include
Web 2.0 based dashboard
presentations of reports with sorting and grouping
chart and gauge
presentations of reports
association of multiple
report displays with the same report definition
custom thresholds to alert
on the data
pre-installed stock report
templates for Unified CCE data
ability to report data
from JDBC compatible data sources
Cisco Finesse is the next-generation agent and supervisor desktop for
Cisco Unified Contact Center Enterprise, providing benefits across a variety of
communities that interact with your customer service organization. It is
designed to improve collaboration by enhancing the customer and customer
service representative experience.
The Cisco Finesse agent and supervisor desktop for Cisco Unified
Contact Center Enterprise integrates traditional contact center functions into
a thin-client desktop. A critical characteristic is that every desktop is
100-percent browser-based and implemented through a Web 2.0 interface. No
client-side installations are required. This reduces the total cost of
Cisco Finesse also provides a Web 2.0 software development kit (SDK)
and gadgets to enable developers to quickly get started with implementing in
The Cisco Unified
Border Element is a special Cisco IOS software image that provides a
network-to-network interface point for billing, security, call admission
control, quality of service, and signaling interworking. Cisco Unified Border
Element Enterprise provides the feature set to support the transition to SIP
trunking. Cisco session border controller (SBC), the Cisco Unified Border
Element, provides these important services between the enterprise and service
capability to interconnect different signaling methods and variants.
capability to act as a distinct demarcation point between two networks.
capability to intelligently allow or disallow real-time traffic between
This section describes
the following core component integrated options:
limits the time a caller waits on the phone for an agent to answer. Instead of
listening to queue music, callers have the option to have their calls returned
when an agent becomes available.
Each call has a
calculated Estimated Wait Time (EWT). When a callers' EWT approaches zero, the
script initiates a call back to the caller. Upon retrieving the caller on the
phone again, the caller is placed back into the queue in the order in which
they first entered. Therefore, their call is transferred to an agent. For more
information about Courtesy Callback, see
Configure Courtesy Callback.
You can play a
configurable, automated agent greeting to callers, standardizing the caller
experience. The greeting helps keep the agent voices fresh because they do not
have to repeat the same greeting on every call. The Agent Greeting feature lets
you record a message that plays automatically to callers when they connect to
you. The greeting message can welcome the caller, identify the agent, and
include other useful contextual information. With Agent Greeting, each caller
receives a clear, well-paced, and language-appropriate introduction.
The process of
recording a greeting is similar to recording a message for your voice mail.
Depending on how your call center is set up, you can record different greetings
that play for different types of callers (for example, an English greeting for
English speakers or an Italian greeting for Italian speakers).
By default, greeting
play is enabled when you log in to your agent desktop, but you can turn it off
and on as necessary.
Agent Greeting is
available to agents and supervisors who use IP Phones with Built-in-Bridge
(BiB) that are controlled by the Unified CCE and Unified CM. These agents are
typically located within a contact center. This feature is subject to certain
functional limitations. For more information about the Agent Greeting phone
requirements and limitations, see
Agent Greeting Design Considerations.
To deploy the Agent
Greeting feature, you must configure Unified CVP, Unified CCE, and Unifed CCM.
For more information about these configurations, see
Configure Agent Greeting.
Customers can play a configurable announcement to an agent right
before the caller is connected, providing information about the
type of call being delivered (for example, sales or tech support)
and other guidance. Agents get information about the caller through
their headset, speeding problem handling and improving first-call
Whisper Announcement plays a brief, prerecorded message to an agent just before the agent connects with each caller. The content of the announcement can contain information about the caller that helps prepare the agent to handle the call. You can enable Whisper Announcement and specify the announcements to play in your Unified CCE call routing scripts. For more information about these scripts, see Configure Whisper Announcement.
Integration provides the option to integrate with an external
database and to create, or update, or retrieve the operations on a database
table. For more information, see
Configure Database Integration.
The HCS for Contact Center has two options for local trunks at the customer premise:
Cisco Unified Border Element—Enterprise at the customer premise
TDM gateway at the customer premise
Transcoding resources are not deterministically picked from the local customer premise gateway.
Mobile Agent enables an agent using any PSTN phone and a broadband
VPN connection (for agent desktop communications) to function just like a
Unified CCE agent sitting in a formal call center and using a Cisco IP Phone
monitored and controlled by Cisco Unified Communications Manager (Unified CM)
application provides outbound dialing functionality along with the existing
inbound capabilities of the Cisco Unified Contact Center Enterprise. This
application enables the contact center to dial customer contacts and direct
contacted customers to agents or IVRs. With Cisco
Outbound Option, you can
configure a contact center for automated outbound activities.
HCS for Contact
Center Release 9.0,
A Post Call Survey
takes place after normal call treatment typically to determine whether a
customer was satisfied with their call center experience. This feature enables
you to configure a call flow that, after the agent disconnects from the caller,
optionally sends the call to a Dialed Number Identification Service (DNIS)
configured for a Post Call Survey.
The caller can be
prompted during IVR treatment as to whether they want to participate in a Post
Call Survey. If they choose to do so, they are automatically transferred to the
Post Call Survey after the normal call flow completes, for example, after the
agent ends the conversation.
Data Servers have several roles: Administration, Real-Time Data Server,
Historical Data Server, and Detail Data Server. The AW-HDS-DDS Server is a
combination of Administration Server, Real-Time and Historical Data Server, and
Detail Data Server all in one. The Logger database retention period is 400 days
of historical data and 40 days of detailed TCD and RCD records. If you require
longer retention periods, optionally add a single AW-HDS-DDS server to the
deployment. For more information about AW-HDS-DDS, see
Configure Unified CCE AW-HDS-DDS.
optional component for 500 and 1000 agent deployment only.
You can silently
monitor the mobile agents through CTI OS based silent monitoring. In some
cases, you must deploy a standalone silent monitor server. This silent monitor
server gains access to mobile agent voice traffic through a SPAN port that you
must configure to send all traffic to and from the agent gateway to the silent
monitor server. The silent monitor server then filters and forwards voice
traffic for the selected agent to the supervisor's silent monitor server. For
more information about SPAN-Based Monitoring, see
WIM and EIM
E-Mail Interaction Manager (Unified EIM) enables organizations to intelligently
route and process inbound emails, webform inquiries, faxes, and letters. Cisco
Unified Web Interaction Manager (Unified WIM) provides agents with a
comprehensive set of tools for serving customers in real time. It enables call
center agents to provide immediate personalized service to customers through
text chat messaging and page-push abilities. Agents can also use Unified WIM to
assist customers using web chat.
Following are the
Unified WIM and EIM Components.
The file server is used to store reports templates, reports output, license files, and startup scripts.
A configuration can have only one file server.
Unified WIM and EIM database is created on the database server.
The installation program creates the following database:
A master database, that stores system configuration information to manage services.
An active database, that stores all business and interaction data. This is also referred to as the partition database.
An archive database, that stores all archived data. This database is created only in deployments that use the standard edition of MSSQL Server.
The master and active databases are installed on the same machine. The archive or reports databases can be installed on different machines.
MSSQL Server clustering can be used to achieve fail-over for the databases.
Unified WIM and EIM reporting database is created on the Reporting Server. The reporting database, stores all the data used by the reporting module. This database is created only in deployments using the enterprise edition of MSSQL server.
The messaging server provides a centralized location for the exchange of information asynchronously among various components of Unified WIM and EIM applications through sending and receiving of messages.
The agent assignment service publishes a message to the application server notifying it that a particular agent who is logged into that server has been assigned a new chat.
The application server publishes a message to the workflow cache process to refresh its cache when a user modifies a workflow in the Administration Console.
A configuration can have only one messaging server.
The application server owns the business logic responsible for interactive responses to all user-interface requests-across all classes of users including customers, agents, administrators, knowledge authors, and system administrators. It handles requests for operations from a user (the web client), interprets user requests and delivers responses as web pages, constructed dynamically using JSP (based on the user request).
A configuration can have more than one application server. The number of application servers in a deployment will depend on the amount of user load to be handled.
The web server is used to serve static content to the
It receives the requests from a web browser and serves static content such as images,
requests for .jsp files are routed to the application server for
further processing and generation of dynamic content. The web
server component is often installed on the same machine as the
application server, it can also be installed on a different
If the web server needs to be in the DMZ, it has to be installed
on a different physical machine. A configuration can have multiple
web servers, with a one-to-one mapping between a web server and an
Unified WIM and EIM has processes that perform specific
business functions, such as fetching emails from a POP3 or IMAP
server, sending emails through an SMTP server, processing
workflows, assigning chats to agents and so on. All services run on the
services server and are managed by the Distributed Service Manager
(DSM). Framework services that manage these remote services also
run on the services server.
A configuration can have only one services server.
The DSM is responsible for starting, stopping, monitoring, and managing all the services running on the services server. The DSM uses the Remote Method Invocation registry (RMI) to communicate with the application server and other various services.
RMI Registry and RMID
All services get registered with the Remote Method Invocation (RMI) registry. The RMI registry stores the location (Server:port) of the service. This enables clients who need to communicate with a service to look up the information for that service in the RMI registry and initiate a connection.
For more information about the Unified WIM and EIM requirements and limitations. See (Link yet update)
Cisco Media Blender works with Unified WIM to provide Web callback.
Cisco Unified WIM and
Email is supported by Unified WIM and EIM to create a communication channel between a customer and an agent. There are various steps involved in efficiently responding to emails from customers. Emails are first retrieved into the system and routed to appropriate users or queues. Once a response is created, it is processed through the system and sent to the customer.
It is an activity created for a chat session between a customer and an
agent. A chat is a real time interaction between an agent and a
customer during which they exchange text messages. As part of a chat,
agents can also push web pages to customers. Based on how chat
activities are routed to agents, they can be categorized as
Standalone chats and Integrated chats.
An integrated chat is routed to an integrated queue, and a
message is sent to Unified CCE. Unified CCE processes the activity and assigns the chat to an available IPTA (ICM Picks the Agent)
Web Callback and Delayed Callback
The Web Callback feature allows the user to request a callback by submitting a form on a website. Unified WIM processes the submitted information and connects the user with an agent. In the Unified CCE integration, the Unified WIM sends a message to Unified CCE requesting Unified CCE to route the callback request to an agent. Unified CCEsends a message to Unified WIM with a message for Cisco Media Blender. Call Router supports the Web Callback for sending notification to the peripheral interface manager (PIM), and Media Blender receives the message.
in the Unified CCE
integration is similar to the Web Callback feature, but when the Unified
WIM receives the delayed callback request, it adds the request in the Delayed
Callback table. Unified WIM sends the HTML page to the caller, indicating that
the caller will receive a callback within a specified time. When the specified
time arrives, Unified WIM moves the request to the
Unified CCE queue for
routing to Unified CCE. The call is then processed the same way as for Web
The Cisco Remote
Silent Monitoring (RSM) application allows for real-time phone-based monitoring
of agents in the Cisco Unified Contact Center Enterprise (Unified CCE)
environment. The RSM platform is installed on a Windows operating system as a
single server instance, and a separate call flow script is hosted on the
Unified CVP (VRU) platform.
When a supervisor
dials into the VRU node using a VoIP or a plain old telephone service (POTS)
call is routed to the Unified CCE call flow script, then sent to a VXML call
requests services and data from the RSM server, according to the caller’s input
to system prompts.
parses a response and provides data and voice streams to the caller.
The RSM system
prompts allow for the selection of Random, Newest, or Problem call monitoring
modes. Callers can also select the specific agents they want to monitor based
on the Agent ID (or Peripheral ID) of the agent, or they can select from a list
of currently active agents. For more information about Cisco Remote Silent
Configure Cisco RSM.
The RSM server runs two application instances, VLEngine (see VLEngine) and Phone Sim (see PhoneSim), which together provide RSM services to callers. The VLEngine tracks the environment state and handles most of the requests from the call flow script (that is the login authentication, agent listing, permissions required to monitor a call). The PhoneSim service manages the simulated phones.
VLEngine runs on the
Tomcat application server software, which provides servlet hosting. So, when a
supervisor who is dialed into RSM interacts with the system,the call flow
script makes HTTP requests for dynamic content from VLEngine servlets and then
parses the output. Requests for static content, such as audio prompts, are also
made to the VLEngine in certain cases (for example, for the Unified CVP VXML
script, through the use of its VXML VoiceBrowser step).
all Unified CCE events using CTI or CTI OS, keeping dynamic, real-time track of
those agents currently handling calls, as well as the skill-group membership of
those agents. So, for example, if an agent was previously not on a call when
the caller first dialed in, but is now handling a call, that agent’s status is
updated so the agent can now be monitored.
PhoneSim device entries look and function exactly like hardware VoIP phones in the Unified Communications Manager environment and they are managed and controlled by the RSM server. It functions as a supervisor’s VoIP phone, and provides supervisor dial-in functionality. So, when a supervisor sends a request through RSM to monitor an agent, the system identifies that it is streaming the monitored agent’s call data directly to the supervisor’s VoIP phone. In reality, the call is streamed to the PhoneSim service, which proxies it to the VRU node for playback to the dialed-in supervisor.
Automatic Speech Recognition (ASR) allows callers to speak words or phrases to choose menu options. For example, after a caller dials, an
Automated Attendant receives a welcome message, and is asked for
the name of the caller, the caller can say a name and then be
connected to that person.
Text-to-Speech (TTS) converts plain text (UNICODE) into speech. For example, VXML gateways either retrieves and plays back the pre-recorded audio files referenced in the VXML document or it streams media from text-to-speech (TTS) server.
The Recording option provides network-based, recording, playback, live streaming, and storage of media for compliance, quality management, and agent coaching including audio and video, with rich recording metadata. The platform provides an efficient, cost-effective foundation for capturing, preserving, and mining conversations for business intelligence.
Wallboard provides the user with the ability to monitor, in real time, the service being provided to customers and display information on customer service metrics such as number of calls waiting, waiting call length, and Service levels.
Workforce Management (WFM) is a browser application that can be accessed by any user (agent, supervisor, scheduler, and administrator) who has the Internet Explorer browser. WFM does not use a thick client (which would require installation programs) and therefore, is ideally suited to a highly-distributed workforce environment.
WFM allows the scheduling of multiple Contact Service Queue (CSQs) and sites. A single WFM implementation may be used worldwide. It also allows the managing of key performance indicators and real-time adherence to schedules.
describes the following deployment models:
The following figure shows
the 4000 agent deployment model with four pairs of high density B230M2-VCDL1
blade. The fourth pair of blade is optional for both CCB and CVP Reporting
server. Also, the fourth pair of blade is required when the sum of calls at
agents and the IVR exceeds 3600. Use the guidelines for
to add additional VMs for options. For more information about
available options, see
Figure 9. 4000 agent
To achieve CUIC
redundancy, another pair of optional CUIC publisher and CUIC subscriber servers
have to be installed to support 400 reporting users.