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Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile Release 10.6(3)

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Book Title

Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile Release 10.6(3)

Chapter Title

Video-in-Queue

Results

Updated:
April 22, 2016

Chapter: Video-in-Queue

Video-in-Queue

Video-in-Queue

Video-in-Queue (VIQ) is an optional feature in Packaged CCE, Unified CCE, and HCS for Contact Center deployments. Depending on configuration, the caller interacts through high-definition video prompt or navigates a video menu using DTMF keys. The following figure displays the topology and call flow.

  1. Incoming call from the Cisco Unified Border Element-E (Ingress) gateway to Unified CVP.

  2. Incoming call to Unified CCE/Packaged CCE/HCS for Contact Center from Unified CVP.

  3. Play Unified CVP Studio video application.

  4. Unified CVP sends the call to the Cisco Unified Border Element/VXML Gateway.

  5. Unified CVP VXML Server application instructs VXML Gateway to connect to a specific dialed number (DN).

  6. Cisco Unified Border Element sends the call to Video Media Server with that DN. Caller gets static video.

  7. Agent is now available.

  8. Unified CVP sends the call to an agent.

The Unified CVP Studio VideoConnect element plays a specific video prompt for video endpoints. VideoConnect also collects and integrates the DTMF input during video-prompt playback with the Unified Call Studio or Unified CCE scripting environment.


Note

Video-in-Queue does not play during a Unified Communications Manager failover.


Note
When setting up the Video-in-Queue for Unified CVP, set the MediaSense Incoming Call Configuration > Action to play once.

Video-in-Queue Prerequisites

You must set up the following components before you can configure Video-in-Queue:

  • Packaged CCE, Unified CCE, or HCS for Contact Center

  • MediaSense

  • Cisco Unified Border Element/VXML

  • Unified CVP Call Studio

Video-in-Queue Restrictions

The Video-in-Queue feature is available in deployments with Unified CCE, Packaged CCE, or HCS for Contact Center.

Video-in-Queue is available in Unified CCX without DTMF interaction.

Video-in-Queue is not available in standalone Unified Communications Manager deployments.

Video-in-Queue Configuration Sequence

To set up Video-in-Queue for Packaged CCE, Unified CCE, or HCS for Contact Center deployments, perform the following tasks:

Sequence

Task

Notes
Configure Cisco Unified Communications Manager

2

Provision Video Endpoints

Configure Cisco MediaSense

3

Upload Video File to play to callers

4

Associate the Dialed Number with the Video File

The Dialed Number for the video must match the following settings on other components:

  • VXML/Cisco Unified Border Element gateway dial peer configuration: destination-pattern

  • Unified CVP Call Studio Script: VideoConnect element VideoMedia Server DN setting

  • Packaged CCE routing script: "video_id" value for the Set variable that points to the Unified CVP Studio script for Video-in-Queue

Configure Cisco Unified Border Element/VXML Gateway

5

Configure Cisco Unified Border Element/​VXML Gateway for Video-in-Queue to connect a dial-peer to MediaSense and configure video capabilities on the gateway.

The destination-pattern must match the pattern used for the Dialed Number that you associated with the uploaded video in MediaSense Administration.

Write the Cisco Unified CVP Call Studio Script

6

Create Unified CVP Call Studio Script for Video-in-Queue

Write the Routing Script

7

If necessary, create a new dialed number and call type for the Video-in-Queue routing script you will create in the next step.

8

Configure the Routing Script for Video-in-Queue that invokes the Unified CVP Call Studio script.

The "application" value in the Set variable must be set to the name of the Unified CVP Call Studio script.

The "video_id" value for the Set variable must the Dialed Number for the video in MediaSense Administration.

To set up Video-in-Queue for Unified CCX deployments, perform the following tasks:

Sequence

Task

Notes
Configure Cisco MediaSense

1

Upload Video File to play to callers.

2

Associate the Dialed Number with the Video File.

Configure Unified Communications Manager

3

Create a Video on Hold Server, add it to a Media Resource Group, and add the Group to a Media Resource Group List.

Write the Unified CCX Script

4

Create the Unified CCX Script for Video-in-Queue.

5

Upload the Script.

6

Create an Application Using the Script and assign a trigger.

Configure Unified Communications Manager

After the postinstallation process for a Cisco MediaSense server, access your Unified CM server. In Unified CM Administration, configure the SIP Trunk and video endpoints.

Provision Video Endpoints

Provision your video endpoints by following the documentation for your endpoints and the Cisco Unified Communications Manager Administration Guide at http:/​/​www.cisco.com/​c/​en/​us/​support/​unified-communications/​unified-communications-manager-callmanager/​products-maintenance-guides-list.html.

This section provides additional configuration necessary for video endpoints.

Configure Multiline Settings for Video Phones

You configure multiline settings for video phones in both Configuration Manager (for Unified CCE) or Unified CCE Administration (for Packaged CCE) and Unified Communications Manager Administration. After changing the settings, you must restart the Peripheral Gateway services on the Side A and Side B Unified CCE Call Servers.

Procedure
    Step 1   For Unified CCE, access the Configuration Manager tool and perform the following steps:
    1. Navigate to Explorer Tools > PG Explorer
    2. On the Peripheral tab, select All Lines from the Agent Phone Line Control drop-down menu.
    3. Click Save.
    Step 2   For Packaged CCE, log in to Unified CCE Administration as an Administrator, and perform the following steps:
    1. Navigate to System > Settings > Agent.
    2. Select All Lines from the Agent Phone Line Control drop-down menu.
    3. Click Save.
    Step 3   On the Unified Communications Manager publisher, log in to Unified CM Administration as an Administrator, and perform the following steps:
    1. Navigate to Cisco Unified Communications Manager Administration > Bulk Administration.
    2. Use the Unified Communications Bulk Administration Tool to modify the device profiles for all phones as follows:

      • Set Maximum Number of Calls to 2. This value indicates that the phones do not allow multiple calls per line.

      • Set Busy Trigger to 1. This value indicates that if the line is in use, other calls presented to that line are rejected with a busy cause.

      For more information about the Unified Communications Manager Bulk Administration Tool, see the Cisco Unified Communications Manager Bulk Administration Guide at http:/​/​www.cisco.com/​c/​en/​us/​support/​unified-communications/​unified-communications-manager-callmanager/​products-maintenance-guides-list.html.

    Step 4   Restart the Peripheral Gateway services as follows:
    1. On the Side A Unified CCE Call Server, use the Unified CCE Service Control tool to restart PG1A and PG2A.
    2. On the Side B Unified CCE Call Server, use the Unified CCE Service Control tool to restart PG1B and PG2B.

    Set the Default Maximum Session Bit Rate for Video Calls

    Unified Communications Manager Region settings are set by default to a maximum session bit rate of 384 kbps for video calls. This bit rate does not support HD video. You must change the default value to a value higher than 6000 kbps.

    Procedure
      Step 1   In Cisco Unified Communications Manager Administration, navigate to System > Region Information > Region.
      Step 2   Enter Default in the text field and click Find.
      Step 3   Click Default in the results.
      Step 4   In the Modify Relationships to other Regions > Maximum Session Bit Rate for Video Calls section, select the kpbs radio button and enter a value higher than 6000.
      Step 5   Click Save.

      Configure Cisco MediaSense

      Use a Video Media Server to upload, store, and play back video prompts. Cisco MediaSense is the Video Media Server that provides network-based multimedia capture, streaming, and recording. Cisco MediaSense records conversations on the network rather than on a device. This process simplifies the architecture, lowers costs, provides optimum scalability, and facilitates use by analytics applications from Cisco technology partners.

      Upload Video File

      After installing Cisco MediaSense, upload a video MP4 file.

      Procedure
        Step 1   Go to Administration > Media File Management and click Add.
        Step 2   Type in the Title (filename) and Description, and then browse to the location of the video MP4 file.
        Step 3   Click Save to upload the video file to MediaSense server.
        What to Do Next

        Associate the file with a new dialed number.

        Associate the Dialed Number with the Video File

        Once you upload a video file, associate the file with a dialed number.

        Procedure
          Step 1   Go to Administration > Incoming Call Configuration and click Add.
          Step 2   Click Address, and type the address of the appropriate dialed number.
          Step 3   In the Action drop-down menu, choose Play Once.
          Step 4   In the Media File drop-down menu, choose the appropriate video file. The file is now associated with this dialed number.

          Configure Cisco Unified Border Element/VXML Gateway for Video-in-Queue

          Procedure
            Step 1   Configure the connection from a dial-peer to Video Media Server.

            Example:

            This example Cisco Unified Border Element/VXML Gateway dial-peer code shows the configuration needed to connect a dial-peer to MediaSense:

            application
     service cvp_videoconnect flash:cvp_videoconnect.tcl

voice service voip
     allow-connections sip to sip
            Step 2   Configure a connection from Cisco Unified Border Element/VXML Gateway to MediaSense.

            Example:

            This example code connects Cisco Unified Border Element/VXML Gateway to MediaSense:

            voice class codec 264
      codec preference 1 mp4a-latm
       codec preference 2 g722-64
       codec preference 3 g711ulaw 
       codec preference 4 g729r8
       video codec h264

dial-peer voice 7000 voip
       description dial-peer to mediasense
       destination-pattern 7000T
       session protocol sipv2
       session target ipv4:<mediasense ip address>
       dtmf-relay rtp-nte
       voice-class codec 264
       no vad

            Important:

            You must add the destination-pattern code to configure video capabilities on the gateway. The destination-pattern must match the pattern used for the Dialed Number that you associated with the uploaded video in MediaSense Administration.

            Create Unified CVP Call Studio Script for Video-in-Queue

            The CVP Studio VideoConnect element plays the specific video prompts for video endpoints. VideoConnect also collects and integrates the DTMF input during video prompt playback within a standard scripting environment.

            The following graphic shows a sample CVP studio script:



            Table 1 Settings
            Name (Label) Required Default Notes
            Video Media Server DN Yes None

            Video Media Server Destination Number. Example: 5000.

            Must be a valid dialed number on Cisco Unified Border Element and Video Media Server.

            Digit Match Pattern No None

            Pattern to use for matching incoming digit collection. Leave blank for no digit collection. Example: 600.

            Must be a valid pattern for Cisco IOS gateway. The pattern format is the same as the destination-pattern format used in IOS gateway dial-peers.

            No Input Timeout No No timeout

            Maximum time (secs) to wait for caller input. Example: 15.

            The following table describes the different ways a video call is completed/terminated:

            Exit State Notes
            End_of_media Video played to completion and the video server disconnected.
            Caller_input Caller entered a DTMF string that matched the specified digit collection pattern.
            No_input No input received before the input timeout expired on a digit collection pattern.
            Error An error or other unexpected termination occurred.
            Caller_hangup Caller disconnected while video in progress.

            The following table describes element data that is created when one of these exit states is not completed:

            Name Type Notes
            callerdtmf string The digit string value captured.
            result string Video call outcome.

            Configure the Routing Script for Video-in-Queue

            Configure Packaged CCE Routing Script for Video-in-Queue

            Procedure
              Step 1   Create a new dialed number (if necessary) for the Video-in-Queue script.

              Use the Dialed Number tool in Unified CCE Administration to complete this step. For instructions, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at

              http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​tsd-products-support-series-home.html.
              Step 2   Associate the dialed number with either a new or existing call type.

              Use the Dialed Number and Call Type tools in Unified CCE Administration to complete this step. For instructions, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​tsd-products-support-series-home.html,

              Step 3   Create a routing script in Script Editor that invokes the Unified CVP Call Studio script that you created for Video-in-Queue.
              Step 4   Schedule the routing script for the call type in the Script Editor Call Type Manager.

              Configure the Unified CCE Routing Script for Video-in-Queue

              Procedure
                Step 1   Create a new dialed number (if necessary) for the Video-in-Queue script.

                Use the Dialed Number tool in Configuration Manager to complete this step.

                For more information, see the Configuration Manager Online Help.

                Step 2   Associate the dialed number with either a new or existing call type.

                Use the Dialed Number and Call Type tools in Configuration Manager to complete this step.

                Step 3   Create a routing script in Script Editor that invokes the Unified CVP Call Studio script that you created for Video-in-Queue.
                Step 4   Schedule the routing script for the call type in the Script Editor Call Type Manager.

                Create Script Editor Routing Script for Video-in-Queue

                The following illustration is a sample Script Editor script for Video-in-Queue. In this script:

                • The Set variable is set to "application=VideoIVR;video_id=7000019" where application is the name of the Unified CVP Call Studio application, and video_id indicates the video to play. The video_id is the Dialed Number for the video in MediaSense Administration.

                • The RunExtScript node uses the standard "GS,Server,V" to invoke the Unified CVP VXML application.

                • You can receive the DTMF digits back from CVP Studio application in the "Call.user.microapp.FromExtVXML[0]".



                After creating your script, schedule the routing script using Call Type Manager in Script Editor.

                Configure Unified CCX for Video-in-Queue

                Create a Video on Hold Server

                Create a Video on Hold server in Unified Communications Manager and add it to a Media Resource Group (MRG). Use the incoming call rule that you created in the previous step. Add the MRG to a Media Resource Group List (MRGL). You can then assign the MRGL to trunks and gateways as required.

                Procedure
                  Step 1   In Unified Communications Manager Administration, choose Media Resources > Video On Hold Server.
                  Step 2   Click Add New.
                  Step 3   Enter the Name, Description, and Default Video Content Identifier (the address from the previous procedure).
                  Step 4   Click Save.
                  Step 5   Click Media Resources > Media Resource Group (MRG).
                  Step 6   Click Add New.
                  Step 7   Enter the Name and Description, and then move the Video on Hold server to the Selected Media Resources.
                  Step 8   Click Save.
                  Step 9   Click Media Resources > Media Resource Group List (MRGL).
                  Step 10   Click Find and select the MRGL that is assigned to the Unified CCX CTI ports.
                  Step 11   Add the new MRG to the MRGL.

                  Create the Unified CCX Script for Video-in-Queue

                  Procedure
                    Step 1   In the Unified CCX Script Editor, create a script that uses the Call Hold/Unhold steps as shown in the following example:

                    Example:
                    Step 2   Make sure that the value for DelayWhileQueued is not longer than the duration of the video file.

                    For more information about Unified CCX scripts, see Unified Contact Center Express Getting Started with Scripts at http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-express/​products-programming-reference-guides-list.html.

                    Upload the Script

                    Use Script Management in Unified CCX Administration to upload the script you created for Video-in-Queue.

                    Procedure
                      Step 1   In Unified CCX Administration, navigate to Applications > Script Management > Upload Scripts.
                      Step 2   Browse to the script that you created for Video-in-Queue.
                      Step 3   Click Upload.

                      Create an Application Using the Script

                      In Unified CCX Administration, create an application using the script you created for Video-in-Queue. Then assign a trigger to the application.

                      Procedure
                        Step 1   In Unified CCX Administration, navigate to Applications > Application Management.
                        Step 2   Click Add New.
                        Step 3   For the Application Type, select Cisco Script Application, and then click Next.
                        Step 4   Enter a Name for the application.
                        Step 5   From the Script list, select the script that you created for Video-in-Queue.
                        Step 6   Click Add.
                        Step 7   Assign a trigger to the new application.
                        Step 8   Sign an agent in to the Finesse desktop. Leave the agent state as Not Ready.
                        Step 9   Call the trigger associated to the Unified CCX application.

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