Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5(1)

Cisco Unified Contact Center Express provides a secure, highly available, and easy to deploy customer interaction management solution for up to 400 agents. This integrated "contact center in a box" is intended for both formal and informal contact centers.

Unified CCX provides options to address multiple contact center functional areas such as:

• Inbound voice

• Outbound campaign

• Agent email

• Web chat

• Customer Collaboration Platform forum activity monitoring and follow-up using Customer Collaboration Platform are enabled by premium agent license.

Other components included are:

• Historical and Real Time Reporting.

• Browser-based Cisco Finesse Desktops

• Finesse IP Phone Agent (IPPA) for support of phone-based agents

Cisco Finesse provides Cisco Finesse agent desktop and IP Phone Agent (IPPA) for agent use. The following table describes the Cisco Finesse Agent Desktop features that are available in Unified CCX.

The following table describes the Finesse IP Phone Agent (FIPPA) features that are available in Cisco Unified CCX.

Table 2. FIPPA Features Available in Cisco Unified CCX

Feature
Agent State Control. From the FIPPA XML application, agents log in, log out, and make themselves ready or not ready.
Call Control. The Cisco Unified IP Phone provides call control.
Queue Statistics. Agents can view the number of calls waiting in the queue and the longest call waiting in the queue.
Dynamic Regrouping. Change of agent association with a resource group is applied immediately.
Reason. Agents can be configured to select reasons for Not Ready and Logout.
Basic CTI. FIPPA allows for call data to be popped onto the IP Phone display upon call ringing.
Telephony Support. Finesse can be deployed with select Cisco Included Unified IP Phone models, as described in the Unified CCX Compatibility related information located at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.
Hot Desking. Hot desking allows agents to log in using any Cisco Unified IP Phone that is registered with the same Cisco Unified Communications Manager cluster. Agents using Cisco IP Communicator can also use Extension Mobility. This capability allows multiple agents to use the same phone, but only one at a time. For example, different agents on different shifts may use the same workstation and phone. Extension Mobility brings a user-specific phone profile (including configured extensions for that user) to the phone being logged in from. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Cisco Unified CCX using Finesse.

Note	Finesse IP Phone Agent (FIPPA) is not supported for Blended (inbound and outbound) users and users configured for Outbound only.

The following table lists the Cisco Finesse Supervisor Desktop features that are available in Cisco Unified CCX.

Cisco Unified CCX Enhanced and Premium provide varying levels of inbound voice ACD, IVR, CTI, agent and supervisor desktops, desktop administration, real-time and historical reporting, and web-based administration features.

Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors requires 100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shifts.

The following table lists the inbound voice licensed features:

The following table lists the inbound voice features:

IVR ports are packaged as either Basic or Advanced IVR ports.

• Basic IVR ports licensing-Basic IVR ports are not licensed. You must use the Cisco Collaboration Sizing Tool to determine the maximum number of Basic IVR ports that are supported on a per-configuration basis.

• Advanced IVR ports licensing-Advanced IVR ports are licensed on a per-inbound voice seat basis and are available only with the Premium package. Each inbound voice seat provides two Advanced IVR port licenses. For example, a 100-seat inbound voice deployment provides 200 Advanced IVR port licenses. Advanced IVR port licenses counts are checked at run-time. In the example given here, the 201^st simultaneously active request for an Advanced IVR port to handle an incoming call would be denied. Deployments that require additional advanced IVR ports need to purchase add-on Unified CCX Premium seats. Each Premium seat provides two advanced IVR ports.

The following table describes the Automatic Call Distribution (ACD) features that are available in a Unified CCX package.

The following table describes the Interactive Voice Response (IVR) features that are available in each Unified CCX package.

The following table describes the Outbound IVR features that are available with a premium package and separate Outbound IVR license which provides both predective and progressive.

The summary overview of system maximums for inbound and outbound voice in the tables are for reference only.

Unified CCX supports the use of multiple lines on agent phones. You can configure one or more secondary lines on an agent phone. Unified CCX monitors first four configured lines. The agent's ACD line must be in button positions 1 - 4. Any calls on the observed lines are reported in the historical reports. Agent going Off-hook on the Non-ACD line will make the agent to Not Ready State if it is configured by the Administrator.

For example, if Agent A uses his non-ACD line to call Agent B (on Agent B's primary/ACD extension), the agent A is moved to Not Ready State and the call does not appear on Agent A's desktop. The call appears on Agent B's desktop because Agent B received the call on the primary/ACD extension.

Direct Transfer Across Line (DTAL) and Join Across Line (JAL) are not supported.

Unified CCX supports the following outbound dialers:

Unified CCX Outbound Preview Dialer-Allows agents to participate in outbound campaigns in addition to handling inbound calls, which maintains a high level of agent productivity.

Unified CCX Outbound IVR Dialer (Progressive and Predictive)-Allows for outbound calls to be placed to contacts in a campaign and subsequently for live contacts to be serviced by an IVR application. Call Progress Analysis (CPA) capabilities of the SIP Voice gateway are used to filter non-live contacts (which could be fax and no answer). Live calls are transferred to a CTI route point to be serviced by an associated IVR application. If the live call is answered by an answering machine the call is either routed to an IVR application or the call can be ended. An outbound IVR call that is answered by a customer contact but cannot be serviced due to unavailability of an IVR port is said to be abandoned.

Unified CCX Outbound Agent Dialer (Progressive and Predictive)-Allows for outbound calls to be placed to contacts in a campaign and subsequently for live contacts to be serviced by agents. Call Progress Analysis (CPA) capabilities of the SIP Voice gateway are used to filter non-live contacts (such as fax and no answer). Calls that are answered by a customer are transferred to an agent. An outbound call that is answered by a contact but cannot be serviced due to unavailability of an agent can be transferred to a CTI route point to be serviced by an associated IVR application.

Note	Unified CCX dialer will dial outbound contacts only when the Cisco Unified CCX Database service on publisher node is up and running.

This figure and the following table describe the components deployed in Cisco Unified CCX for Outbound:

All of these components run as part of the Unified CCX Engine and cannot be installed separately.

The Outbound Preview feature supports only the direct preview dialing mode. It uses a 3-stage process for making an outbound call. The first stage is to find an available agent and retrieve the customer information for making the outbound call. The second stage is the reservation call, and its purpose is to reserve an agent and send customer data to the agent desktop. During this stage, the agent is reserved and the data appears on the desktop so that the agent can review the data and decide whether to accept the call by pressing the corresponding button on the agent desktop. If the agent does not accept the call, the call is handled by other outbound agents or closed for the campaign. If the agent does accept the call, Outbound Preview kicks in the last stage where Unified CM is instructed to place the outbound call using the agent's phone. When the outbound call is answered, Outbound Preview updates the customer contact in the database with the call status and call result.

When the outbound call connects with the customer, the agent can perform all call control operations that are usually supported on inbound calls (transfer, conference, hold, retrieve, and so on). Ensure that the agent transfers or conferences the outbound call, only if the call is answered by a person but not through other media such as an answering machine or a fax machine.

Note	CUBE is supported with the Outbound Predictive and Progressive dialers for agent and IVR with CPA (Call Progress Analysis).

The Direct Preview Outbound Dialer provides campaign-based outbound preview dialer support. Each inbound Premium seat provides one outbound seat. If you have 100 agent licenses, you can have up to 100 agents logged in and up to 100 agents handling inbound and outbound calls at the same time.

The following table describes the Outbound Preview Dialer features that are available in premium Unified CCX package:

Note	For the Outbound feature, the maximum number of campaigns supported is 15 and the maximum number of supervisor positions supported is 42.

The Unified CCX Outbound Progressive and Predictive Dialer provides campaign-based agent outbound progressive and predictive dialer support. The number of agent seats depends on the number of outbound licenses available. If you have 10 outbound licenses, you can have up to 10 concurrent agent seats to handle outbound calls and 10 concurrent outbound IVR calls.

The following table describes the Outbound Progressive and Predictive features that are available for the Outbound License with the premium package.

Note	For the Outbound feature, the maximum number of campaigns supported is 15 and the maximum number of supervisor positions supported is 42.

The Outbound IVR feature supports two types of dialing modes namely progressive and predictive. Each dialer dials an appropriate number of contacts to make efficient use on the available system resources (IVR Ports). Both algorithms use a ratio called lines per port (LPP) to determine the number of outbound calls to place per available IVR port.

Progressive algorithm uses an LPP value configured by the administrator through Unified CCX Administration.

Predictive algorithm dynamically varies the LPP to ensure that the abandon rate does not exceed the threshold configured through Unified CCX Administration (abandon rate is the percentage of live calls that had to be dropped due to the unavailability of an IVR port).

Outbound IVR uses the Call Progress Analysis (CPA) capability of the SIP gateway to place and filter outbound calls. The SIP gateway filters out non-live contacts such as fax, invalid number, and no answer and forwards only the live calls answered by a customer contact and answering machine to a CTI Route Point on the Unified CM. This operation in turn triggers execution of an IVR application associated with the campaign at Unified CCX.

Note	You can use the IVR campaign only with service providers that work with TDM, because such gateways support CPA capability, which is an IVR feature. Gateways using SIP or H323 trunks does not support CPA; the IVR campaign does not work with these service providers.

The following table describes the Outbound IVR features that are available with a premium package and separate Outbound IVR license which provides both predictive and progressive.

Refer to the "Configuring Unified CCX Dialer" chapter of the Unified CCX Administration Guide for details on how the numbers of active IVR ports for inbound and outbound are determined by these parameters.

In the direct preview mode, the agent hears the ring-out on the agent phone. The direct preview call flow proceeds as illustrated in this figure and the description that follows:

1. An agent in Ready state is available and the Dialer has retrieved contact records from the Campaign Manager. The Dialer requests the Resource Manager to reserve the agent.

2. The Resource Manager reserves the agent by moving the agent to Reserved state.

3. The Dialer sends a reservation call to the agent desktop and, at the same time, a screen pops that contains the customer information and is presented to the agent. The agent reviews the customer data and decides whether to take the call.

4. The agent can choose to accept, skip, or cancel this reservation call. If the agent chooses to accept it, the agent clicks the Accept button on the desktop.

5. The Dialer instructs the Resource Manager to place an outbound call from the agent phone through Unified CM out to the voice gateway. Because this call is a direct preview call, the agent immediately hears the ringback of the customer phone.

6. As soon as the call is answered, the Dialer closes the contact, classifies it as a voice call and sends the result to the Campaign Manager. If an answering machine answers the call, the number is invalid, or the customer requests a callback, and the agent can reclassify the call from the desktop accordingly. If the customer requests a callback and the agent reclassifies the call, the customer is called back using the same number, an alternate number, or a callback number specified by the customer.

   Note	A CTI Port is not required to place the outbound call.

The following guidelines should be followed when deploying outbound:

• Outbound supports a maximum of 15 active campaigns and a maximum of 100 thousand active outbound records for each campaign.

• Outbound does not come preinstalled with any Do Not Call lists. The system administrator should manually filter the contact list against the Do Not Call list prior to importing contacts.

The following guidelines are specific to outbound:

• Outbound supports a maximum of 10 CSQs for each campaign.

• Finesse IPPA agents are not supported.

• Direct preview outbound cannot detect an answering machine, fax, or modem. The agent should manually reclassify the call to "answer machine" or "fax" from the desktop. The contact will be called again using the same number (in the case of "answer machine") or using an alternate number (in the case of "fax").

• For direct preview outbound, agents should not transfer or conference the outbound call if the call is answered by the media other than a person, such as an answering machine or fax machine.

• For progressive and predictive outbound, the SIP gateway performs call progressive analysis which determines whether the outcome of a call is an answering machine, live voice, fax, or beep tone and presents only the live voice calls to the agents. The contact will be called again using the same number in case of no answer and busy tone or using an alternate number in case of a fax, modem or an invalid number.

• When Phone 1 of a contact is dialed and the CPA marks it as Busy or Unanswered the same number is retried based on the retry count and delay configured in the campaign. When the retry count reaches the maximum value, the contact is marked as closed. The other phone number for a given contact is dialed only when the called number is classified as Modem, Fax or Invalid.

The following guidelines are specific to IVR and agent-based progressive and predictive outbound:

• It is possible to only have a single instance of the SIP gateway in the deployment.

• Install the SIP gateway on the same site (that is, the same campus LAN) as the Unified CCX primary engine. The SIP gateway can be installed across the LAN or WAN. The maximum delay over the WAN should not exceed 80 milliseconds.

  Note	The primary engine is always the first node that was installed in the Unified CCX cluster and cannot be changed.

• No voice gateway based redundancy of the SIP gateway is supported.

• The protocol supported between the SIP Gateway and Unified CM for transferring the outbound call to an IVR application or to an available agent includes SIP and H323.

• It is possible to use the same gateway for both inbound and outbound voice.

The different types of chat media channels available in Unified CCX are:

• Web Chat

  Unified CCX agents can service customer chat requests using the Web Chat gadget in Cisco Finesse. Customers can initiate a chat session from the organization website. The chat web form is hosted on the organization website that enables the customers to initiate a chat.

• Chat - Facebook Messenger Integration

  Unified CCX agents can service Facebook Messenger chat requests from Facebook users. Customers can initiate a chat session from their Facebook account through Messenger. The business entity must have a Facebook page of its own with Messenger enabled. For more details on configuration see, Cisco Unified Contact Center Express Administration and Operations Guide.

The Cisco Unified CCX is deployed inside the enterprise firewall and Customer Collaboration Platform is deployed inside company premises in the DMZ along with the customer website. The DMZ is open to all HTTPS traffic from the Internet. For Unified CCX Web Chat deployment to work, allow bidirectional HTTPS traffic between End User and Customer Collaboration Platform. Upload Customer Collaboration Platform certificate to the Unified CCX Tomcat trust store. Allow bidirectional HTTPS and XMPP traffic between Customer Collaboration Platform in the DMZ and Unified CCX on ports HTTPS (443) and XMPP (5222). Allow bidirectional BOSH traffic between Customer Collaboration Platform and the agent on port BOSH (7443). Allow unidirectional HTTPS traffic inward from Internet to Customer Collaboration Platform Chat Gateway webhook interface (10443). For more information on the ports utilized, see the Port Utilization in Customer Collaboration Platform section in the Port Utilization Guide for Cisco Unified Contact Center Express Solutions.

The Unified CCX is shielded from all outside traffic except the traffic coming from the DMZ zone. All web chat communications occur over HTTPS and BOSH ports irrespective of where Customer Collaboration Platform is deployed.

One variation of the preceding scenario can be an addition of a proxy server that can intercept and relay all interactions going to Customer Collaboration Platform.

Note

Customer Collaboration Platform should only need to access a proxy server if it sits behind a corporate network firewall and has to use an https proxy server for accessing an outside network. Configuration of private NAT address is not supported between Customer Collaboration Platform and Unified CCX.

The following table describes the chat features that are available in premium package.

The following table describes the web chat features in addition to the chat features that are available in premium package.

This feature integrates Facebook Messenger as a customer-side channel with Unified CCX Web Chat feature (using Cisco Customer Collaboration Platform) as an out-of-box feature. Facebook users can now contact the customer care of a business entity on Facebook page of the business entity.

To integrate Facebook Messenger with Unified CCX, you must ensure that the following conditions are met:

• Business entity must have a public Facebook page for their business.

• The endpoints like, Cisco Customer Collaboration Platform or a reverse proxy must have valid Certificate Authority signed SSL certificates as they are exposed publicly to the Internet.

• A new Facebook App is created on the Messenger platform. For more details on creation of the Facebook app and Messenger setup see https://developers.facebook.com/docs/messenger-platform.

• A new unidirectional HTTPS 10443 port must be able to accept incoming HTTPS connections from Facebook.

  Note	Customer Collaboration Platform Chat Gateway supports only TLS 1.2 version.

• A valid CA signed certificate must be uploaded to the Tomcat certificate store of Cisco Customer Collaboration Platform or publicly exposed host.

Chat - Facebook Messenger Features

The following table describes the Facebook Messenger chat features in addition to the chat features that are available in premium package.

Cisco Unified Intelligence Center is the web-based reporting platform for Cisco Unified CCX. Cisco Unified Intelligence Center is available with Unified CCX packages. To use Cisco Unified Intelligence as standalone reporting, use the Cisco Unified Intelligence Premium license.

Unified Intelligence Center is the reporting solution for Unified CCX that provides access to Historical reports and Live Data reports.

Note

Historical Reporting Client (HRC) is no longer available with Unified CCX. Co-resident CUIC on Unified CCX provides the capability to customize reports or to restrict value list collections by implementing custom report definitions. Standalone CUIC on premise server doesn't provide the access to view Live Data Reports. During a manual or nightly Unified CCX synchronization with Unified Intelligence Center, the collections that are manually added to the default stock value lists (UCCX_AgentID, UCCX_AgentName, UCCX_TeamNames, UCCX_CSQ Names, UCCX_Voice_CSQ, UCCX_Email_CSQ, UCCX_Chat_CSQ_List) are deleted.

The following table presents the Historical reports that are available for each license package:

The following table presents the Live Data reports that are available for each license package:

Note

The team that accesses Live Data reports can have a maximum limit of 50 logged in agents at any particular time. A maximum number of 42 users are supported to run Live-Data Reports concurrently on Cisco Unified Intelligence Center. All the Live Data reports are available as gadgets. For more information to configure gadgets, see the Cisco Unified Contact Center Express Administration and Operations Guide located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html. Live Data counters in the Unified Intelligence Center reports and the Cisco Finesse gadgets are reset in the following scenarios: Manual reset-Administrator resets the real-time report counters from the Application Administration interface. Automatic reset-Daily purge resets the real-time report counters at midnight (in the local Unified CCX server time zone). The reset of report counters has an impact on the reports of all the agents. However, the impact is prominent in the reports of the agents who are not in server time zone. For example, In the Team State Report, the Login Duration of an agent is calculated since midnight. After the reset, the report has a major impact for agents who are not in server time zone. If there are active calls at the time of reset, the Contact Service Queue (CSQ) reports display data for the calls, and the agent report counters are set to zero. Unified CCX Engine updates the changed records every three seconds. The unchanged records are updated every 15 seconds so that the sliding window fields (such as, Average Talk Time-Long Term, Average Talk Time-Short Term in Team Summary report) have the updated data. A sliding window is a time period that stretches back in time from the present. For example, the Average Talk Time-Long Term field with a sliding window of 30 minutes indicates the average time that an agent spent in Talking state in the last 30 minutes. In Live Data reports, the time in the auto increment fields (such as Login Duration in Team Summary report, Total Talk Time in Agent Statistics report) is incremented every second. When there is an update from Unified CCX Engine, there may be fluctuations in these fields. The time may advance by few seconds and revert to the actual time published by Unified CCX Engine. Live Data reports are not updated dynamically if configuration changes are made to CSQ, team, or agents. Refresh the report to see the latest changes. Live Data reports do not support team names and CSQ names that have multi-byte characters. Such team names and CSQ names are not synced from Unified CCX to Unified Intelligence Center, but user names are synced.

Agents and supervisors can access Live Data reports that are configured to be displayed as gadgets in the desktops. The following are the default reports that are configured:

Agent desktop

• Home tab

  • Agent CSQ Statistics Report

  • Agent Team Summary Report

• My Statistics tab

  • Agent Statistics Report

  • Recent Call History

Supervisor desktop

• Team Data tab

  • Team Summary Report-Short and Long Term Average

  • Team Summary Report-Since Midnight

• Queue Data tab

  • Voice CSQ Agent Detail Report

  • Voice CSQ Summary Report

Note	To add or modify the report gadgets, contact your administrator. For more information, see Cisco Unified Contact Center Express Administration and Operations Guide available here: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

The following recording options are available:

• Cisco Finesse workflow-based recording using WFO (Workforce Optimization).

Note	While using the WFO recording option, you must have the Compliance Recording/Advanced Quality Management licenses.

The following table details the various recording features that are supported based on the type of recording options available:

Note

The licenses required for the recording options mentioned in the above table are: For recording using WFO, WFO licenses on Unified CCX are required. For recording using WFO Solutions Plus applications, licenses on Unified CCX for Workflow based recording and Solutions Plus WFO licenses are required.

Each user license is for a named (not concurrent) user. For example, a contact center with three shifts of 100 agents and supervisors needs 300 named user licenses. Each person in a shift of 100 users uses the license associated with them during their shift.

Advanced Quality Management is licensed on a per named user basis and provides all the server software required with the exception of the Windows operating system and database software for the AQM server, which must be purchased off the shelf.

The following table lists the license types and features available:

Cisco Workforce Management allows supervisors and contact center managers to develop schedules for their agents and manage key performance indicators and real-time adherence. Managers can create and manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different time zones, and schedule alternative media sources seamlessly, including email. Cisco Workforce Management also allows agents to view their schedules and performance metrics and request exceptions to those schedules, such as schedule offers and trades and requesting time off. Cisco Workforce Management is available with Unified CCX Enhanced and Premium licenses.

Each user license is for a configured (not concurrent) user. For example, a contact center with three shifts of 100 agents and supervisors needs 300 configured user licenses. Each person in a shift of 100 users uses the license associated with them during their shift.

The following Workforce Management features are available in each Cisco Unified CCX package:

• Forecasting

• Multimedia Scheduling

• Intraday Management

• KPIs and Reporting

• Alerts

• Reporting

• Web Interface

• Desktop Integration

Definitions

• CTI Remote Device - New device type that represents the user's off-cluster phones, which the users plan to use with Cisco Unified Communications applications. The device type is configured with one or more lines (for example, Directory Numbers) and one or more remote destinations.

• Remote Destinations - A numerical address that represents the user's other phones (for example, home office line and other PBX phone). The phone can be any off-cluster device such as DVO-R (Dial-via-Office-Reverse).

Introduction

The Extend and Connect feature can be configured for agents and supervisors on remote devices to accept inbound and outbound calls. This feature works with Cisco Jabber in Extended mode and the new CTI Remote Device type and enables applications to have limited call control capability over third-party devices of an user. Configure all third-party devices or end points of an user as remote destinations on a virtual CTI Remote Device. You can configure third-party devices or end points of an user from Cisco Unified Communications Manager administration console.

Note	You cannot perform silent monitoring on Home Agents using this feature.

Feature Availability by License Package

The following table lists the availability of Extend and Connect feature in the Unified CCX packages.

Persistent Connection Call

Persistent connection allows an agent to maintain a dedicated connection with an active remote destination. Persistent connection is supported from Cisco Unified Communications Manager. This connection saves connection establishment time for each call.

A persistent connection call is made to the active remote destination during agent login. The agent answers the persistent connection call only from a configured remote destination. ICD calls are placed over persistent connection. The agent moves to Ready state after answering the persistent connection call. Unified CCX plays an announcement upon answering persistent connection call provided that announcement is configured with the identifier as “UCCX Persistent Connection Promptâ€.

After the persistent connection is established for incoming calls, Unified CCX plays an announcement on persistent connection provided that announcement is configured with identifier as "UCCX Customer Call Prompt". The agent's remote device displays the caller ID during the ICD call provided that the remote device has a provision to display caller information. The caller ID name is displayed as EC Mode. The caller information remains displayed until the next call is placed on the persistent connection call. By default, Unified CCX makes a maximum of three attempts to establish a persistent connection call.

The default call duration for a persistent connection is 12 hours. You can change the persistent connection duration using the Maximum Call Duration Timer field in Cisco Unified Communications Manager.

When a persistent connection call is not answered, the agent is moved to Not Ready state and is not allowed to move to Ready state until the persistent connection call is established. The persistent connection call is dropped after the agent logs out.

The following figure shows the persistent connection call flow:

The following figure shows a persistent connection incoming call:

For remote phones that have persistent connection, the following features are not supported:

• Call Hold/Resume is not supported for a persistent connection call.

• Intercept/Barge-In is not supported for persistent connection with Cisco Finesse.

• Live Data and Historical reports do not distinguish the remote agents from the enterprise agents.

• The maximum number of supported remote agents is 100.

• Extend and Connect is not supported on shared lines.

Signaling Flow

The following figure shows the signaling flow chart:

Agent and Device Configuration

To use this feature, perform the following configuration:

1. Configure CTI Remote Device, CSF for Cisco Jabber, and Remote Destinations in Cisco Unified Communications Manager.

2. Configure ICT between Cisco Unified Communications Manager and Cisco Unified Presence server.

Call by Call Mode

Unified CCX administrator can switch off persistent connection using Unified CCX Administration page to enable Call by Call mode. In this mode, every call will be routed independently to the Home Agent as if the agent is using an IP phone. When the call ends, the Home Agent's phone disconnects before it is made ready for the next call.

In case of fresh deployments of Cisco Unified Communications Manager and Unified CCX, ensure that the DNS is configured for all the components.

The Cisco Unified Contact Center Express Application Programming Interface (UCCXAPI) provides a platform to integrate provisioning applications similar to what is provided by the Unified CCX Application Administration interface. Cisco Unified CCX exposes sophisticated control of the contact center application management with its Configuration REST APIs. For more information on supported APIs, see Cisco Unified Contact Center Express Developer Guide available here:

https://developer.cisco.com/site/collaboration/contact-center/uccxapi/overview/

Caller ID feature displays the caller's number instead of the CTI port number on the agent's IP phone. Caller ID (CLID) is disabled by default. To enable CLID using a CLI command, see the Cisco Unified Contact Center Express Operations Guide , located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html.

Note	CLID is not supported with Jabber. When the CLID screen pops up on the phone screen, the Answer key is hidden below the CLID screen. You see two soft keys: Update and Exit. Press Exit to see the Answer key.

Unified CCX supports E.164 numbering plan for route point directory numbers, and Finesse agent and supervisor extensions. E.164 is supported for the following components:

Note

For CTI port directory numbers: Unified CCX doesn't completely support E.164 numbering plan for CTI route point directory numbers (DN). This limitation is because of the Unified CM limit on device name length set as 15 characters. The system automatically adds "_" between the device name prefix and the DN. So a maximum of 13 characters in the DN is supported as device name prefix (which includes the "+" sign) is mandatory and hence at least one character is needed there. For example, (Device name prefix) + '_' + (length of DN) = 15 ==> [(1 + '_' + 13) = 15] For Finesse Agent and Supervisor extensions: Unified CCX E.164 numbers support a total of 15 characters. When using the plus sign (+) dialing, the plus sign (+) is followed by up to 14 characters that consist of numerals and the special characters-alphabet X, hash(#), square brackets ([ ]), hyphen (-), and asterisk (*).

The following is the list of elements that are used in SSO SAML 2.0 authentication:

• Client (the user's client)-A browser-based client or a client that can leverage a browser instance for authentication. For example, a system administrator's browser.

• Lightweight Directory Access Protocol (LDAP) users-Users are integrated with an LDAP directory. For example, Microsoft Active Directory or OpenLDAP.

• Security Assertion Markup Language (SAML) assertion-An assertion is an XML document that contains trusted statements about a subject. For example, a username. SAML assertions are digitally signed to ensure their authenticity. It consists of pieces of security information that are transferred from Identity Providers (IdPs) to the service provider for user authentication.

• Service Provider (SP)-An application or service that trusts the SAML assertion and relies on the IdP to authenticate the users. For example, Cisco Identity Service (IdS).

• An Identity Provider (IdP) server-This is the entity that authenticates user credentials and issues SAML assertions.

• SAML Request-An authentication request that is generated by a Cisco Identity Service (IdS). To authenticate the LDAP user, IdS delegates an authentication request to the IdP.

• Circle of Trust (Co-T)-It consists of the various service providers that share and authenticate against one IdP in common.

• Metadata-An XML file generated by the Cisco IdS (for example, Cisco Identity Service Management) and an IdP. The exchange of SAML metadata builds a trust relationship between the IdP and the service provider.

• Assertion Consumer Service (ACS) URL-A URL that instructs the IdPs where to post SAML assertions.

The Finesse desktop supports features that improve accessibility for low-vision and vision-impaired users. The following table shows how to navigate the Finesse desktop using the accessibility features.

Note	Finesse supports these features only with Internet Explorer 11.0 and only on the agent desktop, not the supervisor desktop.

Note	For Email and Chat Keyoard shortcut keys, see Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html.

Screen Reader Support

Cisco Finesse also supports JAWS screen reading software for the following elements: