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 single 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
remote office options see
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, CUOM/SM, DCNM, UCS Manager, vCenter, and ASA
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.
Cisco Unified 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.
Unified CCDM 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:
Information Notices tool provides a Message of the Day"functionality
Service Manager tool enables the dynamic modification of agent teams and skill groups
System Manager tool enables users to create and modify resources such as agents or call types and organize them into a hierarchical folder structure
Security Manager 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:
Unified CCDM 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.
Unified CCDM 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 portion thereof).
Unified CCDM users can see only the resources in the platform that they are entitled to see, thereby giving true multi-tenancy.
Unified CCDM 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 over CCMP are as follows:
Provides 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 instances.
Unified CCDM 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.
Unified CCDM provisions multiple Contact Center customer instances. It also provides the northbound REST and SOAP interfaces for multiple instances from a shared Unified CCDM.
Install the Unified CCDM servers on a Service Provider Management AD
create a trust relationship with the Unified CCDM domain and each customer instance
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.
Figure 6. Unified Communications Domain Manager
ASA NAT and Firewall
Cisco Adaptive 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.
This section describes
the following core solution components:
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
The Administration & 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).
Cisco Unified 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.
Cisco Unified 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 primary functions:
Signaling and device
Dial plan administration
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.
Distribution of 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.
A web-browse-able 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.
Cisco Unified Communications Manager, designed to work like an
appliance, refers to the following functions:
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.
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:
Courtesy Callback 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
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.
VXML gateway IVR leg dial-peer must not use the voice-class codec, it should use either the codec G.711u-law or the codec G.711a-law.
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.
Database Lookup 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.
Unified 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) JTAPI.
The Cisco Outbound
Option 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,
supports SIP dialer. This release does not support SCCP dialer.
Post Call Survey
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.
Administration & 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.
AW-HDS-DDS is a core component for 4000 agent deployment.
You can silently monitor the mobile agents through CTI OS based silent monitoring. To do this, 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.
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.
Unified WIM and EIM Features
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.
The Delayed Callback feature 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 Callback.
Cisco Remote Silent Monitoring
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) phone:
The incoming call is routed to the Unified CCE call flow script, then sent to a VXML call flow script.
The script requests services and data from the RSM server, according to the caller’s input to system prompts.
The script 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.
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).
VLEngine monitors all Unified CCE events using 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 two 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.