Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(1)
Features and Functions
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Features and Functions

Features and Functions

Agent and Supervisor

Call Flows

Packaged CCE supports calls that originate at Cisco Unified Customer Voice Portal.

Packaged CCE supports SIP REFER transfer to send calls back to the public switched telephone network (PSTN) or to other SIP destinations—but not to transfer calls within Packaged CCE and to other agents. After a SIP REFER, Packaged CCE determines that the call has ended and retains no further control over the call.


Note


Translation routes are not supported in Packaged CCE.


Related Information

CRM Integration

Customer Relationship Management (CRM) integration with Packaged CCE is allowed with a Finesse API or the CTI OS Toolkit.

You can integrate with CRM using the following methods:
  • CRM iFrame in the Finesse container. This method is simple and easy but does not provide deep CRM integration.

  • Third-party gadget in the Finesse container. This method achieves full CRM integration but requires custom development using third-party and Finesse APIs.

  • Finesse gadgets in a CRM browser-based desktop. This method provides lightweight integration into the CRM application.

  • Finesse Web API or CTI OS APIs or the CTI Server protocol to integrate into a CRM application. This method provides deep CRM integration but requires custom development.

  • CRM connectors that are sold through the Cisco Solution Plus program.

Desktop and Desktop Customization

Supported are:
  • Finesse, which can be customized by Finesse APIs
  • CTI OS desktop, which can be customized by:
    • .NET

    • Java CIL

    • Win32

Recording

Packaged CCE supports both of the following:
  • Unified Communications Manager-based (Built In Bridge)—preferred. This requires a third-party Recording Server.

  • SPAN (Silent Monitoring Server) for Mobile Agent.


Note


For any third-party vendor application ERSPAN support on UCS B Series, please consult vendor's application requirements.

Silent Monitoring

Packaged CCE supports either, but not both, of the following:
  • Unified Communications Manager-based (Built In Bridge)

  • SPAN for Mobile Agent


Note


If Unified Communications Manager-based silent monitoring is configured, mobile agents cannot be monitored.

A separate Silent Monitoring Server is required for SPAN-based silent monitoring to monitor mobile agents.

Cisco UCS B-Series deployments that require Cisco CTI OS Silent Monitor Server must use a UCS C-Series server for that application. UCS B-Series requires ERSPAN, which is not supported by the CTI OS Silent Monitor Server.


Reporting

Unified Intelligence Center Reporting

Reporting Data sources

The default deployment pulls Unified Intelligence Center data from the Logger database on the CCE Data Server, where real-time, historical and call detail data are stored. Retention is 400 days for historical data and 40 days for call detail data.

You have the option to generate historical summary reports at 15-minute intervals or at 30-minute intervals.

If you need a longer retention period or additional reporting users, or if you intend to connect a third-party application to access reporting data, such as a Workforce Management application, install the Administration Server, Real-Time and Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two separate servers.


Note


To adhere to Packaged CCE specifications, the logger database is pre-sized at 665GB / 400 days when the logger is configured during installation.


Reporting Data Source Supported Applications Retention Period on Logger Retention Period on Historical Data Server

Logger on CCE Data Server

Cisco Unified Intelligence Center is the only supported reporting application.

The logger database retention period is 400 days (13 months) of historical summary data and 40 days (five weeks) of Termination Call Detail (TCD) and Route Call Detail (RCD) records.

Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide guide for information on using Unified CCE Web Setup to modify the Database Retention Configuration table.

N/A: No HDS is installed.

External AW-HDS-DDS

  • Cisco Unified Intelligence Center

  • External applications, as referenced in the SRND. These include:

    • Third-party reporting applications
    • Third-party Workforce Management applications

The logger database retention period is 30 days (1 month) of historical summary data and 14 days (two weeks) of call detail data.

There is no need for extended retention on the logger when you are using an external HDS.

The standard Unified CCE retention period for the HDS is 1095 days.

Report Load per User

Each reporting user can run four concurrent real-time reports and two historical reports.

  • Real-Time reports contain 100 rows.
  • Historical reports contain 2000 rows.

Total Reporting Users

When the Packaged CCE Data Servers are the data source for Cisco Unified Intelligence Center, a maximum of 100 concurrent reporting users are supported across the Unified Intelligence Center pair.

For the Live Data Agent Real Time and Agent SkillGroup Real Time reports, support is for 100 Intelligence Center reporting users as well as 1000 Finesse Reporting users.

If an external AW-HDS-DDS is added to the Packaged CCE deployment and used as the data source for Cisco Unified Intellgence Center, a maximum of 200 concurrent reporting users are supported across the Unified Intelligence Center pair.

Unified CVP Reporting

You can set up a virtual machine (VM) for the CVP Reporting Server on Side B. You can also add one external CVP Reporting Server on the same network as Side A.

The number and location of Unified CVP Reporting Servers you deploy are based on how you intend to use the Courtesy Callback feature and VXML Reporting.

  LAN WAN Requires CVP Reporting Server on Side B Requires External CVP Reporting Server on Side A
Courtesy Callback feature only yes yes yes no
VXML reporting only (LAN) yes yes no
VXML reporting only (WAN) yes yes yes
Callback feature and VXML reporting (LAN) yes no yes no
Callback feature and VXML reporting (WAN) yes yes yes

Remote Office Options

This figure illustrates remote office options that are supported in Packaged CCE.

Figure 1. Remote Office Options

Third-party Integration

Database Integration

Unified CVP VXML Server is supported.

Voice and Video Infrastructure Requirements

Audio Codec Support

Packaged CCE negotiates the audio codec when a call first connects between two points. For example, the codec is negotiated when:

  • A call arrives in the system and media is established between the ingress gateway and a VXML browser.

  • A call in the queue connects to an agent and media is established between the ingress gateway and the agent phone.

  • An agent conferences a call and media is established between all the parties and a conference resource.

Codec selection can change on each leg of the call, depending on what codecs each component supports.

For a list of supported audio codecs, see Features Supported with Restrictions.

Conferences

Cisco Unified Border Element

Packaged CCE supports SIP Service Provider trunking by means of an ISR G2-based Cisco Unified Border Element (Unified Border Element) connected to Cisco Unified Customer Voice Portal/Cisco Unified Communications Manager.

Cisco UBE performs the role of session border controller (SBC) for SIP normalization and interoperability from the SIP Service Provider to Unified CVP for delivery of call to the agent: SP CLOUD <--> Unified Border Element <--> CVP.

If you have configured the Video in Queue feature in a Video Contact Center deployment, Cisco UBE connects video calls to Cisco MediaSense to queue the calls or play video prompts.

Note the following:

  • A software license is required to run Unified Border Element. See the ordering guide at http:/​/​www.cisco.com/​en/​US/​prod/​collateral/​voicesw/​ps6790/​gatecont/​ps5640/​order_​guide_​c07_​462222.html.

  • VXML gateways should be separate from Ingress Unified Border Element. Combination gateways can be used in smaller deployments, when capacity requirements do not drive the need.

  • Because Packaged CCE supports G.711 for VRU but both G.711 and G.729 for agents, it is important to pay close attention to mid-call codec changes when agents are using G.729.

  • Renegotiate the codec mid-call if the SIP carrier provider can support it. If not, Unified Border Element will need to transcode calls. This will affect Unified Border Element capacity.

  • The default prompts shipped with Cisco Voice Portal are in u-law. They must be replaced with A-law prompts if the deployment requires A-law codec use.

Related Concepts

Unified Communications Manager

You can install a Unified CM publisher and two subscribers as virtual machines on the Packaged CCE servers. This configuration supports a combination of up to 2000 configured Agent and Back Office devices, with up to 1000 active devices at a time. The devices are subject to the Voice and Video Infrastructure Requirements. All devices must be SIP.

Alternatively, you can integrate with one external Unified CM cluster on separate servers. With this configuration, two of the subscribers must be dedicated to Packaged CCE, supporting a combination of up to 2000 configured Agent and Back Office devices with up to 1000 active at a time. The devices on the dedicated subscribers must follow the Voice and Video Infrastructure Requirements. All devices on these subscribers must be SIP.

Whether you deploy on-box or off-box, you must minimally use the CUCM 7500-user OVA file that is bundled in the OVA zip file.


Note


Cisco Unified Communications Manager is supported on-box as well as off-box. Cisco Business Edition is supported off-box only.

Note


The Unified Communications Manager Cross Cluster Mobility feature is not supported in this deployment.



Note


If SRTP is enabled, active devices is limited to 900.


IVR and Queuing

Unified CVP is the only supported IVR.

Gateways

Packaged Contact Center Enterprise supports ISR G2 gateways only with combined or separate TDM gateways and Voice gateways for Ingress, VXML, and SIP Outbound dialer.

Consider gateway capacity when designing the deployment model.

3925E and 3945E are the ideal gateways for this deployment. The following table lists the supported options. These IOS release trains and their later M trains are supported.

Important:

For Video Contact Center, IOS 15.3(3) M3 is required.

Category Requirements
Hardware Options

ISR G2 29xx, 39xx

Software Options Hardware Model Version Software Feature Set

ISR G2 29xx, 39xx

15.1(4)M7

15.2(4) M4

15.2(4) M6

15.3(3) M3

Universal

Suggested Gateway Profiles

The following gateway profiles are suggested, but not required, for CCE PAC M1 deployment. Use them as guidelines if you build your own gateway profiles.

The maximum gateway port capacity is shared between active (talking) agents and CVP queued inbound calls (IVR ports).

PROFILES

Notes

PROFILE-500

Up to 500 maximum total ports with a single 3945E gateway per side.

Two gateways for redundancy and load-balancing the total ports. Each gateway requires the following:

  • T1/E1: 22
  • DSP: Three PVDM3-256
  • Memory (DRAM): 4 GB

PROFILE-1000

Up to 1000 maximum total ports with two 3945E gateways per side.

Four gateways for redundancy and load-balancing the total ports. Each gateway requires the following:

  • T1/E1: 22.
  • DSP: Three PVDM3-256.
  • Memory (DRAM): 4 GB.

PROFILE-1800

Up to 1800 maximum total ports with four 3945E gateways per side.

Eight gateways for redundancy and load-balancing the total ports. Each gateway requires the following:

  • T1/E1: 22.
  • DSP: Three PVDM3-256.
  • Memory (DRAM): 4 GB.

Each gateway is configured to share the load with its redundant pair during normal operations. Under normal operations, each gateway handles the load close to half of its capacity.

During a failover scenario, each gateway operates with its maximum supported load.

Each port provides TDM and VXML functionality including ASR/TTS.

These profiles include sizing for active conferences and active transfers

Note that for 3945E gateway, a single combination gateway cannot exceed the number of concurrent VoiceXML sessions and VoIP calls.

Related Information

Endpoints for Agents and Callers

Packaged CCE supports all of the endpoints that are supported by Unified CCE, provided that the endpoint supports the Built-in Bridge (BIB), CTI-controlled features under Session Initiation Protocol (SIP) control.

The multiline phone feature is supported for voice. Multiline is not supported for video.

Skinny Call Control Protocol (SCCP) endpoints are not supported.

The following tables show the endpoints that are supported for the following:
  • Voice only

  • Voice and Video

  • Video callers in the Remote Expert Mobile Basic deployment of Video Contact Center

Both CTI OS and Finesse are supported, unless otherwise noted. All endpoints listed here support BIB and must be configured as SIP.

Endpoints Supported for Voice Only

Packaged CCE supports the endpoints in this table for voice only.

Table 1 Endpoints supported for voice only
Endpoint Supported Model or Software Version
99xx series

9951 and 9971

89xx series

8941, 8945, and 8961

88xx series

8841, 8851, and 8861

797x series

7975

796x series

7961, 7962, and 7965

794x series

7941, 7942, and 7945

791xx series

7911

78xx series

7821, 7841, and 7861

69xx series

6921, 6941, 6961, and 6945

Cisco IP Communicator

Version 8.6(x)

Endpoints Supported for Voice and Video

Packaged CCE supports the endpoints in this table for voice and for video, as part of Video Contact Center. Additionally, callers within the enterprise's network whose endpoints are registered with the Unified Communications Manager can use these endpoints for video calls.

Table 2 Phones supported for voice and for video (as part of Video Contact Center)
Phone Series or Software Supported Phone Model or Software Version
Jabber

Jabber for Windows 9.7 and higher

Jabber for Mac 9.6 and higher

Telepresence Integrator Cxx series

C40, C60, and C90

DXxx series

DX650, DX70, and DX80

EXxx series

EX60 and EX90

MXxxx series

MX300 G2, MX700, and MX800

Telepresence Integration Solutions SXxx series

SX10, SX20, and SX80

Endpoints for Callers in the Remote Expert Mobile Basic Deployment of Video Contact Center

Callers outside of the enterprise's network can use the following endpoints, as part of the Remote Expert Mobile Basic deployment of Video Contact Center:

  • Jabber for iOS

  • Jabber for Android

  • Jabber Guest apps

  • Jabber Guest browser client on a multimedia-capable computer with a camera and microphone for video calls

Jabber Guest browser client requirements are described in this table.

Table 3 Client Requirements
 

PC Requirements

Mac Requirements

Operating system

Microsoft Windows Vista Service Pack 2 (SP2) or later

Apple Mac OS X 10.7 (Lion) or later

Hardware

GPU capable of OpenGL 1.2 or later

Minimum CPU supporting SSE2 (Pentium IV or newer)

Encoding at 720p 30fps requires Intel Core2Duo @ 1.2 GHz or better

Encoding at VGA 30fps can be done on as low-end CPUs as the Intel Atom @ 1.6 GHz

Apple computer with Intel x86 processor

Encoding at 720p 30fps requires Intel Core2Duo @ 1.2 GHz or better. For optimal experience Core2Duo @ 2GHz with 2 MB L2 cache per core is recommended.

Browsers

Mozilla Firefox 10 or later

Google Chrome 18 or later

Microsoft Internet Explorer 8 or later (32-bit only)
Note    On Windows 8 or later, only the desktop version is supported. The Metro version will not work.
1

Apple Safari 5 or later

Mozilla Firefox 10 or later2

Google Chrome 18 or later

1 To configure Internet Explorer on Windows 8 or later to open the desktop version by default, do the following:
  1. Open Microsoft Internet Explorer.
  2. On the Tools menu, click Internet options.
  3. Click the Programs tab.
  4. Under Opening Internet Explorer, choose Always in Internet Explorer on the desktop.
2 Currently, a known issue with Firefox on Mac OS X prevents full-screen video. This option is not offered for this combination of browser and operating system.

Transfers

Virtualization for Packaged CCE

VMware Feature Support

The list below designates which VMware features can be supported by Packaged CCE while in production under load due to the known or unpredictable behavior they may have on the applications. Many of the VMware features that cannot be supported in production can be used within a customer's planned maintenance downtime, where any interruption will not impact business operations. Some unsupported features will by their function cause violation of the Packaged CCE validation rules.

VMwareFeature

Packaged CCE Support in Production?

VM Templates (OVAs)

Yes

Copy Virtual Machine

No

Restart Virtual Machine on Different ESXi Host

No

Resize Virtual Machine

No

VMware Hot Add

No

Multiple Physical NICs and vNICs

Yes

VMware High Availability (HA)

No

VMware Site Recovery Manager (SRM)

No

VMware vNetwork Distributed Switch

No

VMware vMotion

No

VMware Dynamic Resource Scheduler (DRS)

No

VMware Dynamic Power Management

No

Long Distance vMotion

No

VMware Storage vMotion

No

VMware Update Manager (VUM)

No

VMware Consolidated Backup (VCB)

No

VMware Data Recovery (DR, VDR)

No

VMware Snapshots

No

VMware Fault Tolerance (FT)

No

VMware vCenter Converter

No

VMsafe

No

VMware vShield

No

Note    Refer to the Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide for the Golden Template process. http:/​/​www.cisco.com/​en/​US/​products/​ps12586/​prod_​installation_​guides_​list.html

Virtual Appliance Packaging of UC apps

No

3rd-Party VM-based Backup Tools

No

3rd-Party VM-based Deployment Tools

No

3rd-Party Physical To Virtual (P2V) Migration Tools

No

VMware Boot from SAN

No for C240.

Yes for UCS B-Series.

All VMware Features Not Listed

No