Cisco Unified Contact Center Enterprise Design Guide, Release 10.0(1)
Video Contact Center
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Video Contact Center

Video Contact Center

Video Contact Center Overview

With Cisco Video Remote Expert, customers and agents can have a face-to-face conversation over the network and collaborate like never before.

Through a combination of technologies and design that allows the contact center caller and remote agent to feel as if they are in the same room, the Cisco Contact Center Enterprise portfolio has the potential to provide great productivity benefits and transform your business. Organizations use it to control costs, make decisions faster, improve customer intimacy, and scale scarce resources.

Video Remote Expert allows video callers to be queued. Optionally, with CVP Video In Queue (ViQ), the caller can interact through high definition video prompt or navigate a video menu using DTMF keys. You can deploy Video Remote Expert in Immersive/Kiosk mode.

Figure 1. Immersive/Kiosk Remote Expert

You can also deploy Video Remote Expert in Consumer mode.

Figure 2. Consumer Remote Expert

Video Contact Center Features

The following table summarizes the key features for the Cisco Video Remote Expert.

Feature Summary Notes

Video Endpoints

Video Callers and Agents
  • HD: EX, SX, C Series, DX650*

  • SD: 8941, 8945, 9951, 9971

User Experience

  • EX, SX, C Series, DX650* can now be used as a standard Enterprise Contact Center agent on UCM.

  • Show and share capability from agent with screen sharing using dual desktop support from selected agent endpoints (EX, SX, C Series, DX650*).

  • Finesse and CTIOS agent desktop support for agent login, Agent State (Ready, Not Ready), Dial, Answer, Release and CTI data.

  • Supplementary service (Hold, Retrieve, Alternate, Reconnect, Blind/Consult, Transfer/Conference), support from Agent Desktop.

Optional: CVP Video in queue (ViQ)

Enables caller interaction through high definition video prompt or navigation through a video menu using DTMF keys

Video Remote Expert

Video Remote Expert is a subset of Video Contact Center functionality and addresses a specific use case with a video kiosk that can connect a customer from kiosk to a remote expert agent with the press of a single button. The customer and the agent are then connected with a high definition video feed and can share documents back and forth as well as perform financial transactions. The remote agent can also move the camera so that the agent can show the customer how to perform a task. The customer from the kiosk can be offered a video while the call is in queue waiting for a remote expert. Optionally, with CVP Video In Queue (ViQ), the caller can interact through high definition video prompt or navigate a video menu using DTMF keys.

Video Remote Expert builds on the Unified CCE. There are many deployment models, components, and features that comprise the total Video Remote Expert solution. This chapter addresses only those that are relevant to the contact center implementation for Video Remote Expert.

Video Topologies

The following diagram illustrates topology call flow.

Figure 3. Topology Call Flow

Call flow:
  1. Customer submits video call into CCE-CVP data center from branch kiosk.
  2. CCE script invokes CVP VXML Server "Call Studio" application.
  3. Call is connected to VXML gateway and video playback is invoked from Media Server.
  4. Video RTP steamed from Gateway to Phone at branch.
  5. Customer navigates IVR video via DTMF digits.
  6. Customer submits DTMF for digit collection and stored in Call Context via CCE.
  7. When customer selects to talk to agent and agent becomes available, CVP transfers the call from the VXML gateway to the UCM managed Video Remote Expert.
  8. Customer is connected to Agent and video RTP is streaming from customer video phone to the agent video phone.
  9. Via phones, agent can move the video camera around to pan the video if desired.

  10. Desktop sharing is also available feature if required.

The following figure shows a logical view of the topology.

Figure 4. Logical View

Video Call Flows

The following figure illustrates the video call flow.

Figure 5. Call Flows

Video Remote Expert Support for Contact Center Features

This table lists support for features with Video Remote Expert.

Feature

Video Remote Expert

Video Silent Monitor

Not Supported

Video Recording

Not Supported

Video Supervisor Barge-in

Not Supported

Video Infrastructure

The following table lists the video infrastructure:

 

Video Remote Expert

Video Conference Bridge

  • ISR-G2 with PVDM3
  • Codian MCU

Video Media Server

Cisco MediaSense

Note   

ViQ videos play back using G.711, AAC-LD, or G.722, whichever the endpoint prefers. However, there is no video resolution scaling in MediaSense. A 320p video plays at 320p on every device, and a 1080p video plays at 1080p on every device. Most devices properly handle any necessary correction to the scaling, but the 8941, 8945, 9951, 9971 devices do not. Upload as 480p or less any video that is intended to play on a 8941, 8945, 9951, 9971 device. MediaSense does not support the G.711 A-Law codec for video playback.