Cisco Unified Contact Center Enterprise Solution Reference Network Design, Release 9.x
Video Contact Center
Downloads: This chapterpdf (PDF - 1.44MB) The complete bookPDF (PDF - 12.21MB) | The complete bookePub (ePub - 7.08MB) | Feedback

Video Contact Center

Video Contact Center

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.

Product Overview

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.

Figure 1. Product Overview

Video Contact Center Features

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

Feature Summary

 

Video Endpoints

  • Video AgentsEX60 and EX90 as contact center agents in addition to the following video endpoints: 8941, 8945, 9951, 9971, E20, and CTS500
  • Video callersEX60, EX90, 8941, 8945, 9951, 9971, E20, CTS500, and Cius

User Experience

  • EX90/EX60 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 ( EX60, EX90, CTS500).
  • 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.

Topology

The following diagram illustrates topology call flow.
Figure 2. 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.

Logical View

Figure 3. Logical View

Call Flows

Figure 4. Call Flows

Video Remote Expert Contact Center Data Sheet

The following table displays the Agent and Supervisor Capabilities:

Feature

Video Remote Expert

Video Silent Monitor

Not Supported

Video Recording

Not Supported

Video Supervisor Barge-in

Not Supported

Video Infrastructure

The following table displays the video infrastructure:

 

Video Remote Expert

Video Conference Bridge

  • ISR-G2 with PVDM3
  • Codian MCU

Video Media Server

  • Telepresence Content Server
  • Tandberg VCR