Cisco Packaged Contact Center Enterprise Features Guide, Release 10.5(1)
Cisco Interaction Manager (Unified WIM and Unified EIM)
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Cisco Interaction Manager (Unified WIM and Unified EIM)

Contents

Cisco Interaction Manager (Unified WIM and Unified EIM)

Capabilities

About Cisco Interaction Manager

Cisco Interaction Manager (CIM) is a suite of web and email interaction management applications that includes:
  • Cisco Unified E-Mail Interaction Manager (Unified EIM) and

  • Cisco Unified Web Interaction Manager (Unified WIM)

For Packaged CCE, the CIM suite of Unified EIM and WIM can be installed as either a single-server or a distributed-server deployment that is scaled to support a maximum of 250 agents.

Cisco Interaction Manager Capabilities

This section briefly describes the key CIM features but does not cover all of them. For information on the full set of CIM capabilities, including Supervisory Loop, Preferred Agent, Auto Pushback, and Proactive Chat, refer to the CIM documentation on the Cisco website.

Unified EIM documentation is here: http:/​/​www.cisco.com/​en/​US/​products/​ps7236/​tsd_​products_​support_​series_​home.html

Unified WIM documentation is here: http:/​/​www.cisco.com/​en/​US/​products/​ps7233/​tsd_​products_​support_​series_​home.html

Email

Email is supported by Unified 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.

Chat

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 Packaged CCE. The system processes the activity and assigns the chat to an available agent.

Web 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. Unified WIM sends a message to Packaged CCE requesting to route the callback request to the agent. Packaged CCE sends 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.

Delayed Callback

The Delayed Callback feature 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 Packaged CCE queue for routing to Unified CCE. The call is then processed the same way as for Web Callback.

Callback Features Require Cisco Media Blender

Note that you must install and configure Cisco Media Blender to use the Web Callback and Delayed Callback features.

The installation guide for Cisco Media Blender is at this site: http:/​/​www.cisco.com/​en/​US/​products/​ps7236/​prod_​installation_​guides_​list.html.

The callback features are documented in the Deployment and Maintenance guide at this site: http:/​/​www.cisco.com/​en/​US/​partner/​products/​ps7236/​prod_​maintenance_​guides_​list.html.

Installation

Cisco Interaction Manager Installation in a Packaged CCE Deployment

For Packaged CCE, you can run a single-server installation of Unified EIM and Unified WIM, where all VM components are installed on the same machine, or you can have a distributed-server installation, where each VM component is installed on a separate machine.


Note


Keep in mind that an all-in-one deployment may be two actual servers, with the Web Server split into the DMZ.


If you deploy in a distributed-server environment, you must create and install one each of these six components, and components must be installed in this sequence:
  1. File Server

  2. Database Server

  3. Messaging Server

  4. Application Server

  5. Web Server

  6. Services Server

The section that follows explains common tasks are required for virtual machines.

Common Tasks for Virtual Machines

Obtain Installation Media

Obtain the Unified WIM and Unified EIM installation media from a partner or by ordering from Cisco Systems, Inc.

Cisco Media Blender comes packaged with the Unified WIM and Unified EIM installation disk.

Download OVA for Unified WIM and EIM

Go here (Cisco Support Downloads) to obtain the .rar file for the Release 9.0 OVA for Unified WIM and EIM.

  1. Download the .rar file.

  2. Extract it locally.

    The OVA files are identified by number of agents supported. Packaged CCE allows a maximum of 250 agents for Unified WIM and EIM.

  3. Select the OVA for 500 agents.

Create Virtual Machines from the OVA

Procedure
    Step 1   Select the Host in the vSphere client.
    Step 2   Choose File > Deploy OVF Template.
    Step 3   Browse to the location on your local drive where you stored the Unified WIM and EIM OVA. Click Open to select the file. Click Next.
    Step 4   Click Next at the OVF Template Details page.
    Step 5   Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next.
    Step 6   On the Name and Location page, enter a name of your choice in the Name field.
    Step 7   Choose a datastore on which to deploy the new virtual machine. Click Next.
    Step 8   Confirm that the Network Mapping page is correct.
    Step 9   Click Finish.
    Step 10   At the Successfully Completed message, click Close.

    Install Microsoft Windows Server 2008 R2 Standard Edition

    Complete the following procedure to install Microsoft Windows Server.

    Note that Microsoft Windows Server 2008 R2 Standard Edition is required for the six Unified WIM and EIM virtual machines. Cisco Media Blender requires Microsoft Windows Server 2003.

    Before You Begin

    Ensure that VMware Tools software is installed. The VMNet3 driver cannot be installed without VMware Tools.

    Procedure
      Step 1   Mount the Microsoft Windows Server ISO image to the virtual machine. For more information, see Mount and Unmount ISO Files.
      Step 2   Power on the VM.
      Step 3   Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
      Step 4   Click Install Now.
      Step 5   Select Full install. Then click Next.
      Step 6   Accept the License agreement. Click Next.
      Step 7   Select Custom (Advanced). The installation begins.
      Step 8   After installation, click OK at the prompt to enter and confirm the user password.
      Step 9   At the Customize This Server section of the initial configuration tasks, select Enable Remote Desktop.
      1. Choose Start > Control Panel > System and Security.
      2. Click the Allow remote access.
      3. Select the middle option: Allow connections from computers running any version of Remote Desktop.
      Step 10   Open the Network and Sharing Center and select Local Area Connections.
      Step 11   In the Network Settings dialog box, configure the network settings and the Domain Name System (DNS) data:
      1. Select Properties. Then deselect Internet Protocol Version 6 (TCP/IP6) .
      2. Determine which network adapter is Public and which is Private, as follows:
        1. From vCenter, select and right-click the VM.

        2. Select Edit Setting > Network adapter. Note the MAC addresses for the public and private adapters.
        3. From the VM console, type ipconfig/all from the command line. This displays which network connection is public and which is private.
        4. Assign addresses.
        5. Press Alt to bring up the Advanced menu.
        6. Click Advanced > Advanced Settings. Verify that the public network address is at the top of the list. If it is not, press the arrow key to change the order.
      3. Select Properties again. Then select Use the following IP Address.
      4. Enter the IP address, Subnet mask, and Default gateway.
      Step 12   Run the Service Pack.
      Step 13   Run MS Windows Update.

      After the update is complete, click Do not enable automatic updates.

      Step 14   Turn off the Windows firewall on both the public and private network.

      Install Microsoft SQL Server 2008 SP1 Enterprise Edition x64

      Microsoft SQL Server 2008 should be installed on the database server only.

      Refer to the Unified EIM installation guide for details on the database installation and the roles of the domain user.

      Install VMware Tools

      VMware Tools is a suite of utilities that enhance the performance of the virtual machine guest operating system and improve management of the virtual machine.

      Procedure
        Step 1   Right-click the VM menu. Select Guest > Install / Upgrade VMware tools.
        Step 2   Wait for the popup window (this may take time) and accept the default Automatic Tools Upgrade.
        Step 3   Click OK.
        Step 4   Restart if you are prompted to do so.
        Note   

        VMWare Tools should be installed in all VMs


        Mount and Unmount ISO Files

        Upload ISO image to data store:

        1. Select the host in the vSphere client and click Configuration. Then click Storage in the left panel.

        2. Select the datastore that will hold the ISO file.

        3. Click Browse this datastore.

        4. Click the Upload icon and select Upload file.

        5. Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.

        Mount the ISO image:

        1. Right-click the VM in the vSphere client and select Edit virtual machine settings.

        2. Click Hardware and select CD|DVD Drive 1.

        3. Check Connect at power on (Device status panel upper right).

        4. Click the Datastore ISO File radio button and then click Browse.

        5. Navigate to the data store where you uploaded the file.

        6. Select the ISO.

        Unmount the ISO image:

        1. Right-click the VM in the vSphere client and select Edit virtual machine settings.

        2. Click Hardware and select CD|DVD Drive 1.

        3. Uncheck Connect at power on (Device status panel, upper right).

        Install Cisco Integration Manager

        The installation procedures for Unified WIM and EIM and for Cisco Media Blender are documented in the Cisco Unified Web and E-Mail Interaction Manager Installation Guide.

        Configuration

        Configure and Integrate Packaged CCE with Cisco Interaction Manager

        This section describes the process of configuring Packaged CCE objects that are required for integration with Unified WIM and Unified EIM in Cisco Interaction Manager. The values that you enter during this configuration are used when you run the Cisco Integration Wizard. Keep a note of them as you configure to facilitate the wizard process. Having the values on hand will be helpful when you run the Cisco Interaction Manager Wizard.

        These objects must be configured in the order in which they are presented here.

        Table 1 Overview of Configuration
        Object Configured
        Application Instance The Application Instance (MultiChannel) is created by the Packaged CCE base configuration.
        Configure Media Classes The Media Classes are created by the Packaged CCE base configuration.
        Configure Media Routing Domains Four MRDs are configured by the Packaged CCE base configuration.
        Configure Network VRU The Network VRU (MR_Network_VRU) is configured by the Packaged CCE base configuration.
        Configure Network VRU Scripts By the user, in Unified CCE Administration.
        Configure Call Types By the user, in Unified CCE Administration.
        Configure Media Routing Peripheral Gateways (MR PGs) By the user, in Configuration Manager.
        Generic PG This PG, with CTI server address and port number, is created by the Packaged CCE base configuration.
        Configure Application Path and add members to the path By the user, in Configuration Manager.
        Configure Agents By the user, in Unified CCE Administration.
        Agent Desk Settings The Agent Desk Setting (Default_Agent_Desk_Settings) is created by the Packaged CCE base configuration.
        Configure Skill Groups By the user, in Unified CCE Administration.

        Configure Dialed Numbers

        By the user, in Unified CCE Administration.
        Create Scripts By the user, in Script Editor.
        Configure Agent Targeting Rule By the user, in Configuration Manager.
        Configure ECC Variables Four ECC variables are configured by the Packaged CCE base configuration.

        Configure Media Classes

        A media class defines the type of request you want to set up for routing. Configure a media class for each media supported by the Unified EIM and WIM deployment. Media classes are required for creating MRDs and categorize the MRDs based on media type (email, for example).

        The following media classes are created automatically. No action is required from you.
        • CIM_BC
        • CIM_EIM
        • CIM_WIM
        • CIM_OUTBOUND

        Callback and Delayed callback use the existing Cisco_Voice media class, which is already created by the system.

        Configure Media Routing Domains

        A Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a common communication medium. Packaged CCE uses an MRD to route tasks to agents who are associated with a skill group and a particular medium. A media routing domain is created in Packaged CCE for mapping to queues in Unified WIM and EIM.

        The following media routing domains are created automatically. No action is required from you.
        • Cisco_BC

        • Cisco_EIM

        • Cisco_EIM_Outbound

        • Cisco_WIM

        Configure Network VRU Scripts

        Configure Network VRU scripts if you want to display dynamic content to chat customers (for example, wait time, activity ID, etc) while chat requests are being processed by the system. This is an optional feature. The dynamic messages are configured in Unified EIM and WIM . The name of the Network VRU script that is configured here is used while configuring the dynamic messages.

        Network VRU scripts need to be configured for chat, callback, and delayed callback activities only.

        Procedure
          Step 1   Sign in to Unified CCE Administration.
          Step 2   Navigate to Manage > Call > Network VRU Scripts.
          Step 3   Click New on the List of Network VRU Scripts window.
          Step 4   Complete fields, referring to the Online Help for field descriptions.
          Note   

          For Routing Type, select Multichannel to route the script to Unified E-Mail Information Manager/Web Interaction Manager (EIM/WIM) to support customer-agent chat

          Step 5   Save the network VRU script to return to the List window, where a message confirms the successful creation.

          After you add a network VRU script, it is visible in the Script Editor Run External Script node. Processing this script node sends the network VRU script parameters to Unified CVP. Once the system establishes that the call has been successfully delivered, the Run VRU Script node executes, instructing Unified CVP to run the network VRU script and apply the call treatment.


          Configure Call Types

          Call Types are required to categorize dialed numbers and are used in routing scripts. Individual call types are required for the following activities: inbound email, outbound email, chat, callback, and delayed callback activities. Make sure you complete these steps to create a call type for each type of activity.

          For example, create call types for CIM_BlendedCollaboration, CIM_Callback, CIM_Delayed_Callback, CIM_EIM_Inbound,CIM_EIM_Outbound, and CIM_WIM.

          Accept the Packaged CCE defaults for each CIM call type.

          Procedure
            Step 1   Sign in to Unified CCE Administration.
            Step 2   Navigate to Manage > Call > Call Types.
            Step 3   Click New on the List of Call Types window.
            Step 4   Complete fields, referring to Online Help for field descriptions.
            Step 5   Click Save.

            Configure Dialed Numbers

            Dialed numbers are string values used to select the appropriate routing script so that a voice call or a non-voice task (such as an email or a request for a web chat) can be delivered to an agent. Each dialed number string is configured with a Routing Type and a Media Routing Domain and can be mapped to a Call Type.

            A typical call center requires multiple dialed number strings. To integrate with Unified WIM and EIM, you must set up dialed number strings for each feature. For example, create call types for CIM_Callback, CIM_Delayed_Callback, CIM_EIM_Inbound,CIM_EIM_Outbound, and CIM_WIM.

            Each dialed number string must have the Routing Type of Multichannel and the call type that corresponds to the Unified WIM or EIM feature.

            Procedure
              Step 1   Navigate to Unified CCE Administrator Manage > Call > Dialed Numbers.
              Step 2   Click New to open the New Dialed Numbers window.
              Step 3   Complete fields, referring to Online help:
              Step 4   Save the dialed number to return to the List screen, where a message confirms the successful creation.

              Configure Media Routing Peripheral Gateways (MR PGs)

              Packaged CCE is installed with a Generic PG and an MR PG. The Side A and Side B Call Servers both have these two PGs.
              • The Generic PG is the PG that reports agent state and status. During Call Server configuration, this PG is added first as PG1. It has five PIMs—one for Communications Manager and four for Customer Voice Portal. These PIMs are created in order and are numbered 5000 for the CUCM PIM and 5001 - 5004 for the four VRU PIMs.

              • The MR PG is used for outbound calls, inbound email, outbound email, chat, callback, and delayed callback activities. It is added second and is PG2. The MR PG must be set up, but PIMs are optional. The MR PG can have two PIMs—one Multichannel PIM that can be configured for either Unified WIM and EIM or for SocialMiner Agent Request and one Outbound PIM.

              To use Unified WIM and EIM, you must configure a PIM for the MR PG and associate it with the services server.

              Add MR PIM for Unified WIM and Unified EIM

              Before You Begin

              Packaged CCE customers who intend to use Unified WIM and EIM must access Peripheral Gateway Setup on both CCE Call Servers to set up a Multichannel PIM that associates Unified WIM and EIM with the MR PG (PG2).

              Procedure
                Step 1   Navigate to Web Administration > System > Information. Then open the Peripheral Gateways tab to determine the Peripheral ID for a Multichannel peripheral that is unused.
                Step 2   Access the CCE Call Server on Side A.
                Step 3   From Cisco Unified CCE Tools, select Peripheral Gateway Setup.
                Step 4   On the Components Setup screen, in the Instance Components panel, select the PG2A Instance component for Side A. (Select PG2B for Side B.) Then click Edit.
                Step 5   In the Peripheral Gateways Properties screen, click Media Routing. Then click Next.
                Step 6   Click Yes at the prompt to stop the service.
                Step 7   In the Peripheral Interface Manager pane of the Peripheral Gateway Component Properties dialog box, click Add , select PIM1, and configure with the Client Type of Media Routing as follows:
                1. Check Enabled.
                2. In the Peripheral name field, enter MR.
                3. In the Peripheral ID field, enter the Peripheral ID for the unused Multichannel peripheral that you identified in Step 1.
                4. In the Application Hostname (1), field, enter the hostname or the IP address of the Unified WIM and EIM services server machine.
                5. In the Application Connection Port (1), field, enter the port number on the Unified WIM and EIM services server machine that the PIM will use to communicate with the application. The default port is 38001.
                6. In the Application Hostname (2), field, leave the field blank.
                7. In the Application connection port (2), field, leave the field blank.
                8. In the Heartbeat interval (sec) field, enter 5.
                9. In the Reconnect interval (sec) field, enter 10.
                10. Click OK.
                Step 8   Accept defaults and click Next until the Setup Complete screen opens.
                Step 9   At the Setup Complete screen, check Yes to start the service. Then Click Finish.
                Step 10   Click Exit Setup.
                Step 11   Repeat from Step 1 for the CCE Call Server on Side B.
                Step 12   Navigate to Web Administration > System > Deployment.
                Step 13   Add E-Mail and Web Interaction Manager as an external machine.
                1. Click Add Machine.
                2. Select E-Mail and Web Interaction Manager from the drop-down list.
                3. Add the name.
                4. Add the hostname or IP address.
                5. Click Save.

                Configure Application Path

                Create a single application path and add all the peripheral-MRD combinations for the generic PG to the application path member list. You do not need to add the voice MRD (Cisco_Voice) to this list.

                Procedure
                  Step 1   In the Configuration Manager window, browse to Tools > List Tools > Application Path List.
                  Step 2   Double-click Application Path List.
                  Step 3   In the Name field, click Retrieve. Then click Add to display the Attributes panel.
                  Step 4   In the Application Instance field, select MultiChannel.
                  Step 5   In the Name field, select Generic_PG_MultiChannel.
                  Step 6   In the Application Path Members section, click Add and set the following:
                  1. From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_EIM.
                  2. From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_EIM_Outbound.
                  3. From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_WIM.
                  4. From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_BC.
                  Step 7   Click Save.

                  Configure Skill Groups

                  A skill group is a collection of agents who share a common set of competencies that equip them to handle the same types of requests. Some examples of skill groups for Unifed WIM and EIM are agents who respond to chats and agents who handle call backs.

                  An agent's skill group membership determines the types of contacts that are routed to her.

                  To integrate Packaged CCE with Unified WIM and EIM, you will create skill groups for each Unified WIM and EIM feature: callback, delayed callback, outbound email, inbound email, and chat.

                  Procedure
                    Step 1   Navigate to Unified CCE Administrator Manage > Agent > Skill Groups.
                    Step 2   Click New to open New Skill Group.

                    This window has two tabs: General and Members. You can complete the tabs in any order, but you cannot save the skill group until you have entered all required fields on the General tab.

                    Step 3   Complete the fields on the General tab, referring to Online Help for field descriptions.
                    Step 4   Complete the Members tab:

                    This tab shows the list of agents for this skill group. If the skill group has no agents, the Agent field shows No Items Found and No Items.

                    1. Click the magnifying glass to open Add Agents.
                    2. Click the agents you want to add to this skill group. There is no limit to the number of agents in a skill group.
                    3. Close Add Agents. The agents you chose appear on the List of Agents, as well as the total agents (number of entries) for this skill group.
                    4. Save this tab to return to the List window, where a message confirms the successful creation of the skill group.

                    Configure Agents

                    Agents respond to contacts from customers. All Packaged CCE agents are ICM-Picks-the-Agent (IPTA) agents. To work with Unified WIM and EIM, agents must be members of skill groups for those features.

                    Procedure
                      Step 1   Navigate to Unified CCE Administrator Manage > Agent > Agents.
                      Step 2   Click New to open the New Agent window. This window has four tabs: General, Attributes, Skill Groups, and Supervisor. You cannot save the agent until you have entered all required fields on the General tab. You can complete other tabs as needed and in any order.
                      Step 3   Complete the fields on the General tab, referring to Online Help for field descriptions.
                      Step 4   When you complete General tab information, click Save to return to the List window, where a message confirms the successful creation of the agent. To enter fields in the other tabs, click those tabs.
                      Step 5   Complete the Skill Groups tab:

                      This tab shows the skill group membership for this agent. If the agent is not a member of any skill groups, the List of Skill Groups shows No Items Found and No Items.

                      1. Click the magnifying glass to open a popup list of all configured skill groups. Then click the skill groups you want to add for this agent or supervisor.

                        Select a skill group that is responsible for Unified WIM and EIM features, such as Chat or an Inbound Email skill group.

                      2. Click Save to return to the List window, where a message confirms the successful creation of the agent.

                      To enter or change fields in the other tabs, click those tabs.

                      Step 6   Complete the Supervisor tab.
                      Step 7   Click Save to return to the List, where a message confirms the successful creation of the agent.

                      Create Scripts

                      This illustration is an example of a routing script for Unified WIM and EIM:

                      Configure Agent Targeting Rule

                      To configure integrate Unified WIM and EIM in Packaged CCE, you must configure an Agent Targeting Rule on the Multichannel Routing Client. Based on agent targeting rules, if an agent attempts to log in to an extension to which the router cannot target a call, the peripheral gateway rejects the login request and returns an error that includes why the login request failed.

                      Procedure
                        Step 1   From either CCE Data Server, navigate to Unified CCE Administration Manager > Configuration Manager.
                        Step 2   Select Tools > List Tools > Agent Targeting Rule.
                        Step 3   Click Retrieve.
                        Step 4   In the Routing client dialog box:
                        1. Click Add.
                        2. Enter a name for the rule.
                        3. Select CUCM_PG_1 for the peripheral.
                        4. Select Agent Extension for the rule type.
                        Step 5   Click Save.

                        Configure ECC Variables

                        ECC variables are used in scripts to facilitate and influence routing.
                        ECC variables are required for inbound email, outbound email, chat, callback, and delayed callback activities. These ECC variables are created automatically:
                        • user.cim.activity.id—For inbound and outbound email activities:
                        • user.cim.activity.id and user.wim.customer.name—For chat activities: user.cim.activity.id, user.wim.customer.name
                        • user.cisco.cmb and user.cisco.cmb.callclass—For callback and delayed callback activities: user.cisco.cmb and user.cisco.cmb.callclass

                        Important:
                        Only one action is required of you. All of these ECC variables are disabled by default. You must open and enable each of them. To do this:
                        1. Sign in to Unified CCE Administration.

                        2. Navigate to Manage > Expanded Call Variables.

                        3. Select each ECC variable to open its edit page.

                        4. Check Enabled.

                        Other Configuration

                        All configuration that is not directly relevant to Packaged CCE is documented in the Cisco Email Interaction Manager and the Cisco Web Interaction Manager user guides.

                        This information includes:
                        • Starting services

                        • Configuring browser settings

                        • Installing the license

                        • Running the Cisco Interaction Manager Wizard

                        • Configuring Media Blender

                        • Configuring Chat, Email, and Callback

                        • Configuring and starting EAAS and the Listener Process

                        Cisco Interaction Manager Reporting

                        Sample custom report templates for Cisco Interaction Manager are available through the Cisco Developer Network, at http:/​/​developer.cisco.com/​web/​ccr/​documentation. Each report template includes online help describing that template.

                        For directions on importing report templates into Cisco Unified Intelligence Center and configuring Cisco Unified Intelligence Center data sources for Cisco Interaction Manager, see the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide at http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​tsd_​products_​support_​series_​home.html