Cisco Unified Contact Center Express Design Guide, Release ...€¦ · CiscoUnifiedContactCenterExpressDesignGuide,Release10.6(1) FirstPublished:2014-12-15 AmericasHeadquarters CiscoSystems,Inc

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)First Published: 2014-12-15

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C O N T E N T S

Preface ixP R E F A C E

Change History ix

About This Guide x

Audience x

Related Documents x

Communications, Services, and Additional Information x

Documentation Feedback xi

About Unified CCX 1C H A P T E R 1

Overview 1

Unified CCX Components 2

New Features 2

Packaging and Licensing Scheme 3

Inbound Voice 4

IVR Ports 7

Inbound Voice Packaged Components 8

Cisco Desktop Services 17

Cisco Agent Desktop Features 17

IP Phone Agent Features 24

Cisco Supervisor Desktop Features 27

Unified CCX Outbound Preview Dialer 30

Unified CCX Outbound Progressive and Predictive Dialer 32

Web Chat 34

Web Chat Packaged Components 34

Web Chat Contact Distribution 35

Unified CCX Finesse Agent Email 38

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)iii

Finesse Gadgets 38

Finesse Agent Email Contact Distribution 39

Finesse Email Historical Reports 41

Cisco Unified Intelligence Center 41

Quality Management and Compliance Recording 41

Workforce Management 43

Other Unified Communications Integration 43

Deployment Models 45C H A P T E R 2

Unified CCX General Rules for Design 46

Single-Server Non-High Availability Reference Design 47

Two-Server High Availability Reference Design 48

Unified CCX High Availability over LAN 48

Unified CCX High Availability over WAN 49

Network Requirements 49

Deployment Considerations 52

Other Design Considerations 53

Multiple Cisco Unified CCX Clusters Integrated with a Single Cisco Unified CommunicationsManager Cluster 55

Other Reference Designs 56

Features 57C H A P T E R 3

Desktops 57

Cisco Finesse 57

Cisco Agent Desktop 62

Inbound Voice 64

Codec Support 64

Unified CCX Outbound Dialer 64

Functional Description 65

Direct Preview 65

Progressive and Predictive 65

High Level Components 70

Gateway Requirements 70

Scalability 71

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)iv

Contents

Call Flow Description 71

Direct Preview Mode 71

Progressive and Predictive IVR Mode 72

Progressive and Predictive Agent Mode 73

Agent Allocation 73

Deployment Guidelines 74

Home Agent with Extend and Connect 75

Remote Agent Over Broadband 79

Unified CCX Web Chat 79

Deployment Scenario 1: Customer Web Site in Demilitarized Zone (DMZ) 80

Deployment Scenario 2: Customer Web Site in Public Cloud or Domain 81

Unified CCX Agent Email 81

Unified CCX Finesse Agent Email 82

Last Agent Email Routing 82

Requeue 83

SocialMiner in DMZ 83

Unified CCX CAD Agent Email 85

Reporting 88

Unified Intelligence Center 88

Unified Intelligence Center Historical Reports 89

Unified Intelligence Center Live Data Reports 91

Real-Time Reports 92

Finesse Reports 94

Wallboards 95

Video 95

Video Collaboration with Jabber Guest 95

Configuration APIs 96

Security 96

Caller ID Support 97

E.164 Support 97

Design Considerations 99C H A P T E R 4

Principal Design Considerations for Call Center Sizing 99

Preliminary Information Requirements 101

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)v

Contents

Terminology 102

Effect of Performance Criteria on Unified CCX Server 102

Effect of Performance Criteria 103

Impact of Performance Criteria on the Unified CM Servers 103

Estimating Bandwidth Consumption 104

Remote Agent Traffic Profile 104

Silent Monitoring Bandwidth Usage 105

Silent Monitoring Requesters 105

Silent Monitoring Providers 105

IP Call Bandwidth Usage 107

Bandwidth Available for Monitoring and Recording 108

Bandwidth Requirements for VoIP Monitor Service 110

CAD Desktop Applications Bandwidth Usage 111

Cisco Agent Desktop Bandwidth Usage 112

Cisco Supervisor Desktop Bandwidth Usage 113

Cisco Desktop Administrator Bandwidth Usage 114

Web Chat Feature 114

Agent Email Feature 115

Security 121

Corporate Data Access 121

Ping NAT PAT and Reverse DNS Lookups 122

QoS and Call Admission Control 122

Unified CCX and Application-Related Traffic 122

QoS Considerations for CAD Software 123

CAC and RSVP 124

Bandwidth Security and QoS Considerations for Unified Intelligence Center 125

Server Capacities and Limits 126

IPv6 Support 130

Citrix Terminal Services Support for Cisco Agent Desktop 131

Unified CCX Software Compatibility 131

Cisco Unified CCX Disk Space Usage 132

Design Considerations for SPAN-Based Services 132

Deployment Guidelines for Agent Phones that Support G.722 or iLBC 134

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)vi

Contents

Unified CCX Failover 135A P P E N D I X A

Automatic Call Distribution (ACD) 135

Interactive Voice Response 135

Unified CCX Outbound Dialer 135

Engine Redundancy 136

WAN Link Failure Between Sites—Island Mode 137

When the Master Engine is Down 137

WAN Link and Single Engine Failure 138

Extend and Connect Failover 138

Web Chat for Agent and Supervisor 138

Chat 139

Cisco Finesse High Availability Considerations 139

Finesse Agent Email Failover 140

Cisco Unified Intelligence Center High Availability Considerations 141

Live Data Gadgets Failover in Cisco Unified Contact Center Express 142

CAD - Cisco Finesse Desktop Mixed Mode Deployment 143A P P E N D I X B

Mixed Mode Operation 143

Prerequisites 144

Installation 146

Cisco Finesse Migration 146

Functional Capability of Mixed Mode 146

Limitations in Mixed Mode 147

References 149A P P E N D I X C

References 149

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)vii

Contents

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)viii

Contents

Preface

• Change History, on page ix• About This Guide, on page x• Audience, on page x• Related Documents, on page x• Communications, Services, and Additional Information, on page x• Documentation Feedback, on page xi

Change HistoryDateSeeChange

Initial release of document for10.6(1)

New Features, on page 2Updated the section "NewFeatures".


Unified CCXFinesse Agent Email,on page 38

AddedUnified CCXFinesse AgentEmail in the section “About UnifiedCCX”.


Unified CCXFinesse Agent Email,on page 82

Added Finesse Agent Email in thesection “Features”.


Agent Email Feature, on page 115Added Finesse Agent EmailFeature in the section “DesignConsiderations”.


Finesse Agent Email Failover, onpage 140

Added Finesse Agent EmailFailover in the section“APPENDIX A Unified CCXFailover ”.

April 16, 2015CAD - Cisco Finesse DesktopMixed Mode Deployment

CAD - Cisco Finesse DesktopMixed Mode Deployment

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)ix

About This GuideThis guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Express(Unified CCX). This guide assumes that you are familiar with basic contact center terms and concepts.Successful deployment of Unified CCX also requires familiarity with the information presented in the CiscoCollaboration Systems Solution Reference Network Designs (SRND).

AudienceThis guide is primarily for contact center designers and system administrators.

Related DocumentsLinkDocument or Resource

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_documentation_roadmaps_list.html

CiscoUnified Contact Center Express DocumentationGuide

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

cisco.com site for Unified CCX documentation

http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Express

Troubleshooting tips for Unified CCX

http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Unified_Contact_Center_Express

Virtualization for Unified CCX

http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html

cisco.com site for Unified Intelligence Centerdocumentation


cisco.com site for Cisco Finesse documentation

http://www.cisco.com/c/en/us/support/customer-collaboration/socialminer/tsd-products-support-series-home.html

cisco.com site for Cisco SocialMiner documentation

http://www.cisco.com/c/en/us/support/customer-collaboration/mediasense/tsd-products-support-series-home.html

cisco.com site for Cisco Mediasense documentation

Communications, Services, and Additional Information• To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

• To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)x

PrefaceAbout This Guide



















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Cisco Unified Contact Center Express Design Guide, Release 10.6(1)xi

PrefaceDocumentation Feedback

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Cisco Unified Contact Center Express Design Guide, Release 10.6(1)xii

PrefaceDocumentation Feedback

C H A P T E R 1About Unified CCX

• Overview, on page 1• Unified CCX Components, on page 2• New Features, on page 2• Packaging and Licensing Scheme, on page 3

OverviewCisco Unified Contact Center Express provides a secure, highly available, and easy to deploy customerinteraction management solution for up to 400 agents. This integrated “contact center in a box” is intendedfor 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

• Social forum activity monitoring and follow-up using SocialMiner are enabled by premium agent license.

Other components included are:

• Historical and Real Time Reporting.

• Cisco desktops

• Web-based Finesse desktops

• Cisco Agent and Supervisor desktops

You can deploy these options on Cisco Unified Computing Systems (UCSs) or any other equivalentspecification-based third-party virtual servers with the supported reference designs. For more information,see the Unified CCX Virtualization related information located at:http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Cisco Unified Contact Center Express Design Guide, Release 10.6(1)1

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Unified CCX ComponentsThe following diagram depicts the components of Unified CCX:Figure 1: Unified CCX Components

New FeaturesFinesse Agent Email

Unified CCX supports agent email with Finesse.

Historical Reports

The following new Historical Reports are available for Finesse Email:

DescriptionAvailable Reports

Presents statistics of the email-enabled agents on a per daybasis.

Email Agent Activity Report

Presents information about each email contact that is handledby the agent.

Email Contact Detail Report


About Unified CCXUnified CCX Components

DescriptionAvailable Reports

Presents email activity statistics of agents in a Contact ServiceQueue (CSQ) on a per day basis.

Email CSQ Activity Report

Gives the count of email messages that are received for eachCSQ.

Email Traffic Analysis Report

Context Service

Cisco Context Service is a cloud-based omnichannel solution for Cisco Contact Center Express.

Packaging and Licensing SchemeUnified CCX is available in three different packages: Standard, Enhanced, and Premium. Different packagesprovide varying levels of customer interaction management channel options and capability within a contactchannel. For more detailed information, refer to product data sheets, feature guides, and end user documentationfor each type of Unified CCX customer contact interaction management at the following URL:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/index.html

Unified CCX deployments must have all product components and optional features of the same package type.Mixing components or options from different license packages is not supported.

Licensing for Cisco Unified Contact Center Express

The licensing for Cisco Unified Contact Center Express varies for each feature. Licenses are either concurrentor named-user licenses. All packaging depends on the number of users with the exception of the InboundVoice High Availability server software option.

Concurrent licenses apply to logged in users. Different individuals may share a concurrent license as long asonly one of them is logged in. For example, Company A has 300 unique users that work in 3 shifts. Each shifthas 100 logged in users. Company A needs to purchase only 100 concurrent user licenses.

Named licenses apply to unique individual users regardless of their logged in status. Company B has 300unique users that work in 3 shifts and each needs access to the licensed option. Each shift has 100 logged inusers. Company B must purchase 300 named licenses.

Table 1: Cisco Unified Contact Center Express Licensing and Packaging

Licensing and PackagingFeature

Concurrent license available with Standard, Enhanced, and PremiumInbound Voice Non-HighAvailability

Server software option available with Enhanced, and PremiumInbound Voice High Availability

Concurrent License included with PremiumPreview Outbound

Optional License available with PremiumProgressive and Predictive IVROutbound

Optional License available with PremiumProgressive and Predictive AgentOutbound


About Unified CCXPackaging and Licensing Scheme

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/index.html

Licensing and PackagingFeature

Named user license available with Standard, Enhanced, and PremiumCompliance Recording

Named user license available with Premium and EnhancedQuality Management

Named user license available with Premium and EnhancedAdvanced Quality Management

Named user license available with Premium and EnhancedWorkforce Management

Concurrent license optionally available with Premium and EnhancedCall Recording with MediaSense

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

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

The following table lists the inbound voice licensed components.

Table 2: Inbound Voice Licensed Components

StandardEnhancedPremiumLicense

YesYesYesConcurrent inboundvoice seat with IPPA

Each concurrent inboundvoice user (agent orsupervisor) requires aconcurrent seat license.Each quantity one seatlicense provides Quantityone Cisco IP Phone Agent(IPPA)


About Unified CCXInbound Voice

StandardEnhancedPremiumLicense

No

On-demandrecording notavailable inStandard.

Note

Yes

On-demandrecordingavailable onlyin Enhancedand Premium.

Note

Yes

On-demandrecordingavailable onlyin Enhancedand Premium.

Note

Concurrent inboundvoice seat with CAD

Each concurrent inboundvoice user (agent orsupervisor) requires aconcurrent seat license.Each quantity one seatlicense provides:

• Quantity one CiscoAgent Desktop(CAD)

• Quantity one CiscoSupervisor Desktop(CSD)

• Quantity one CiscoDesktopAdministrator(CDA)

• Quantity oneon-demand recordingclient (CAD andCSD)

Not availableYesYesConcurrent inboundvoice seat with Finesse

Each concurrent inboundvoice user (agent orsupervisor) requires aconcurrent seat license.

YesYesBasic Prompt andCollect IVR port

Not availableNot availableYesAdvanced IVR port

Not availableYesYesHigh Availability (HA)option

HA provides licensing formirrored, warm standbyserver software.

Table 3: Inbound Voice Features

StandardEnhancedPremiumFeature

General System Features with Server Software




Cisco Voice OperatingSystem



Operating system(s)supported

Not availableHigh-availability clusterover the WAN withautomatic failover.

High-availability clusterover the WAN withautomatic failover

Inbound voice redundancysupport

111Maximum number ofACD lines per agent

333Maximum number ofsecondary lines with CAD(with support forhistorical reporting)

333Maximum number ofsecondary lines withFinesse

IncludedIncludedIncludedCall conferencing

IncludedIncludedIncludedAgent inter-dialingsupport

IncludedIncludedIncludedDirect-outward-dialing(DOD) support

Inbound Voice Seats

200020002000Maximum number ofconfigurable inboundagents supported

400400400Maximum number ofactive inbound agentssupported (includingsupervisor seats)

424242Maximum number ofinbound supervisorpositions supported

Concurrent userConcurrent userConcurrent userInbound seat license type

Integrated ACD Features with Server Software

IncludedIncludedIncludedCustom scripting withCisco Unified ContactCenter Express Drag andDrop Editor

150150150Maximum number ofagent groups supported

505050Maximum number ofagents per team (withCisco Finesse)




IncludedIncludedIncludedAutomatic NumberIdentification (ANI)support

IncludedIncludedIncludedDialed NumberIdentification Service(DNIS) support

IncludedIncludedIncludedRoute on Skill

IncludedIncludedIncludedRoute on Skillcompetency

IncludedIncludedIncludedConditional routing (timeof day, day of week, andcustom variables)

Not availableNot availableIncludedCustom routing based ondata from database access(for example,data-directed priorityrouting)

Not availableIncludedIncludedDynamic priority queuing

150150150Maximum number ofdefinable skills groups

505050Maximum number ofskills per agent

UnlimitedUnlimitedUnlimitedMaximum number ofrouting programs

Integrated Recording

Not availableIncludedIncludedOn-demand agentrecording with CAD

Not availableIncludedIncludedOn-demand supervisorrecording with CAD

Not availableAvailable withMediaSense or WFOlicense

Available withMediaSense or WFOlicense

Workflow basedrecording with CiscoFinesse

IVR PortsIVR 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 CollaborationSizing Tool to determine the maximum number of Basic IVR ports that are supported on aper-configuration basis.

• Advanced IVR ports licensing—Advanced IVR ports are licensed on a per-inbound voice seat basis andare available only with the Premium package. Each inbound voice seat provides two Advanced IVR port


About Unified CCXIVR Ports

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 201stsimultaneously 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 Premiumseats. Each Premium seat provides two advanced IVR ports.

Inbound Voice Packaged ComponentsThe following sections describe the primary components that are provided with inbound voice. These sectionsprovide high-level descriptions of the features and functions provided for these components. For more specificinformation, see the Cisco Unified CCX user documentation.

Automatic Call Distribution

The following table describes the Automatic Call Distribution (ACD) features that are available in each UnifiedCCX package.

Table 4: ACD Features Available in Each Unified CCX Package


IncludedIncludedIncludedConditional Routing. Unified CCX supports routingbased on caller input to menus, real-time queuestatistics, time of day, day of week, ANI, dialednumber, and processing of data from XML text files.

IncludedIncludedIncludedAgent Selection. Unified CCX supports the longestavailable, linear, most handled contacts, the shortestaverage handle time, and circular agent selectionalgorithms.With Basic ACD functionality, agents areassociated with one resource group only.

IncludedIncludedIncludedCustomizable Queuing Announcements. UnifiedCCX supports the playing of customizable queuingannouncements based on the skill group that the callis being queued to, including announcements relatedto position in queue and expected delay.

IncludedIncludedIncludedRe-route on Ring No Answer. If the selected agentdoes not answer within the allowed time limit, thecaller retains the position in queue. Any screen popdata is also preserved.

IncludedIncludedIncludedData driven routing for HTML and XML datasources. The ability to use data obtained fromHTMLor XML documents to make routing decisions. XMLdocument processing can also be used as a data storeto access system-wide static data, such as a list ofholidays, hours of operation, or a short list of hotcustomer accounts.


About Unified CCXInbound Voice Packaged Components


IncludedIncludedIncludedAgent Skill and Competency-Based Routing.Agents can be configured with specific number ofskills, each with up to 10 different competency levels.Contact Service Queues (also known as skill groups)can be configured as requiring up to specific numberof skills, each with up to 10 minimum skillcompetency levels. The Unified CCX routing logicthen matches the caller and contact requirements withagent skills to find the optimum match using one ofthe following agent selection criteria:

• Longest available, most handled contacts, orshortest average handle time

• Most skilled, most skilled by weight, or mostskilled by order

• Least skilled, least skilled by weight, or leastskilled by order

Not availableOptional withHA license

Optional withHA license

High Availability Failover. With HA failure of theactive server can be detected and the ACD subsystemcan automatically fail over from the active to thestandby server.

IncludedIncludedIncludedDynamic Re-skilling by Administrator orSupervisor. Changes to CSQ skills and competenciesand agent skills and competencies are appliedimmediately.

Not availableIncludedIncludedPrioritized Queuing. Up to 10 levels of customercontacts can be prioritized based on call or customerdata, and calls may bemoved within or among queuesunder workflow control using priority information.

Not availableIncludedIncludedAgent Routing. Unified CCX routing applicationscan select a specific agent if that agent is in Readystate. (Queuing on a per agent basis is not supported.)

Not availableNot availableIncludedData-driven routing based on JDBC databasesources via SQL. The ability to use data obtainedfrom a JDBC compatible database via a SQL queryto make routing decisions.

Not availableIncludedIncludedWrap-Up and Work Modes. After call completion,an agent can be configured to be automatically placedinto Work state, on a per CSQ basis. The agent canalso choose to enter work state if that option isprovided by the agent desktop administrator. Awrap-up timer is also configurable on a per CSQ basis.

Not availableIncludedIncludedWrap-UpCodes. Agents may select administrativelydefined wrap up codes.


About Unified CCXAutomatic Call Distribution

Interactive Voice Response

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

Table 5: IVR Features Available in Each Unified CCX Package

IVR LicenseStandardEnhancedPremiumFeature

IncludedIncludedIncludedIncluded as apart of advancedIVR port

Basic Prompt and Collect IVR. BasicIVR ports provide a queue point, custommessaging and prompting, caller inputcollection, and processing via DTMFdecoding. Decoded DTMF input may beused for both routing and screen poppurposes. Basic call controls such asterminate, transfer, and place call arealso supported as part of the basic IVRfunctionality.

Basic IVR port andAdvancedIVR port cannot be mixed inthe same configuration.Advanced IVR port includesall features available in BasicIVR port.

Note


Not availableOptional withHA license


High Availability Failover. With HA,failure of the active server can bedetected and the IVR subsystem canautomatically fail over from the activeto the standby server. All IVR functionswill be restored on the standby server.

All calls in queue and callsreceiving IVR call treatmentwill be lost. Calls alreadytransferred to the agent willbe preserved.

Note


About Unified CCXInteractive Voice Response


IncludedNot availableNot availableIncludedAdvanced IVR Port DatabaseIntegration. The Unified CCX servercan interoperate with anyJDBC-compliant database. Databasestested and supported by Cisco are listedin Cisco Unified CCX Software andHardware Compatibility Guide, whichis available at:

http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.

Data retrieved from databases can beused with the conditional routingcapabilities to provide customerprofile-based routing and queuing.Database integration also provides theability to offer complete self-serviceapplications to callers. Database viewsare not supported using the Unified CCXEditor database steps, but database viewscan be accessed using Voice XML orJava logic modules.

IncludedNot availableNot availableIncludedAdvanced IVR Ports HTTP Triggers(the web analog to Unified CMTelephony) to invoke and run aworkflow. HTTP triggers enable aUnified CCX to receive a customercontact request through an HTTPrequest. This approach allowsweb usersto be offered service through a “click totalk to an agent” button. Informationcollected using the web (a customer callback number, account number, shoppingcart content, and so on) can be passed tothe Unified CCX script to allowcustomer profile-based routing and adata-rich window. These contacts can beprioritized and routed using the samemethods available to normal inboundvoice callers.



http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX




IncludedNot availableNot availableIncludedAdvanced IVR Port SMTP outboundmail subsystem that may be used atrun time under workflow control tosend an email message. Third-partypaging or fax products that accept anincoming email message to invoke apage or fax service may use thissubsystem to provide real-time pagingand fax responses in addition to emailresponses.

IncludedNot availableNot availableIncludedAdvanced IVR Port Voice XML 2.0Support. Unified CCX supportsexecuting application logic developedwith the Voice XML (VXML) standard.VXML is required for certain complexgrammar ASR and TTS interactions andis optional for a DTMF or simple ASRor TTS voice interaction service. VXMLallows organizations to reuse applicationlogic from other applications, such as atransaction server to a mainframedatabase.

Note 1. Unified CCXusesMRCPv1 for communicatingwith third-partyASR-TTS servers. Forinformation oncompatible versions ofthe ASR-TTS see,Compatibility Matrix forUnified CCX at:http://docwiki-dev.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX

IncludedNot availableNot availableIncludedAdvanced IVRPort Java Support. TheUnified CCX server can support thedefined logic using Java. Java supportallows the reuse of logic from theexisting web and Java applications.

Optional withpurchase ofcompatibleASR product

Not availableNot availableOptional withpurchase ofcompatible ASRproduct

Advanced IVRPortAutomatic SpeechRecognition viaMRCP. ASR providesthe ability to use natural human speechto replace DTMF keypad presses as away to interact with IVR applications.



http://docwiki-dev.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX




Optional withpurchase ofcompatibleTTS product

Not availableNot availableOptional withpurchase ofcompatible TTSproduct

Advanced IVR Port Text to Speechvia MRCP. TTS provides the ability touse flat text files as input to acomputer-generated speech engine. TTScan replace prerecorded human speechin IVR applications.

Not applicableNot availableNot availableIncludedAdvanced IVR Port Remote SilentMonitoring. Provides a mechanism forsilent monitoring of calls using an IPphone or a PSTN phone.

This form of silent monitoring does notrequire a CSD application to be runningbut does require a seat license for anysupervisor engaged in remote silentmonitoring. Remote silent monitoringalso does not require any data networkconnectivity and is ideally suited formanagement of outsourced customers ofa call center service provider. The agentis unaware of being monitored usingremote silent monitoring.

This operation is notsupported in Finessedeployments.

Note

General IVR Features

Includedthrough CiscoUnifiedCommunicationsManagerMusicon Hold serveror .wav file

Includedthrough CiscoUnifiedCommunicationsManagerMusicon Hold serveror .wav file

Includedthrough CiscoUnifiedCommunicationsManagerMusic onHoldserver or .wavfile

Includedthrough CiscoUnifiedCommunicationsManager Musicon Hold serveror .wav file

Play messages to callers: Music on hold

Includedthrough .wavfile




Play messages to callers: Prompts

Included andfullycustomizable




Play messages to callers: Combineprompts, music, and messages

IncludedIncludedIncludedIncludedCapture and process caller DTMF input

IncludedIncluded andfullycustomizable



Automated-Attendant support




IncludedNot availableNot availableIncludedDatabase integration

ThroughMediaResourceControlProtocol(MRCP)

Not availableNot availableOptionalthrough MediaResourceControl Protocol(MRCP)

Automatic Speech Recognition (ASR)

OptionalthroughMRCP

Not availableNot availableOptionalthrough MRCP

Text to Speech (TTS)

Included(paging and faxrequireintegrationwith third-partyservices)

Not availableNot availableIncluded (pagingand fax requireintegration withthird-partyservices)

Real-time notification services (email;support for paging and fax)

IncludedNot availableNot availableIncludedVoiceXML for ASR, TTS, and DTMF

IncludedIncludedIncludedIncludedRead data fromHTTP/S andXMLpages

IncludedNot availableNot availableIncludedRunworkflows throughHTTP/S request

IncludedNot availableNot availableIncludedIntegrated self-service applicationsupport

IncludedNot availableNot availableIncludedRetrieve XML data using HTTP/Smechanism

IncludedIncludedIncludedIncludedRetrieve XML/JSON based data usinggeneric REST API call

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

Table 6: Outbound Features (IVR and Agent) Available with a Premium Package

PremiumFeature

System Features

Outbound (IVR andAgent deployed in thesame VM) Dialer is deployed co-loadedon the same virtual machine (VM) as theinbound voice server.

Hardware configuration

Outbound IVR Ports and Agent Seats

150Maximum number of Outbound IVR ports and Agent seatssupported

ConcurrentOutbound IVR Port license type



PremiumFeature

ConcurrentOutbound Agent Seat license type

Outbound IVR and Agent Features (Progressive and Predictive)

15Maximum number of active outbound campaigns

1 millionMaximum number of active contacts per outbound campaign

Import contacts in chunks of 10,000 at a time.Note

IncludedAbility to automatically detect voice answer, answeringmachine,fax/modem, special information tones (all of these available withall the supported gateways)

Administration

IncludedAbility for administrator to create and configure campaigns

IncludedAbility for administrator to create non-North American area codeto time-zone mappings

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

Computer Telephony Integration

Computer Telephony Integration (CTI) refers to the ability to use data entered by the caller, ACD, IVR, orother data sources to pop to the agent, to make routing decisions, or to use as a key to perform a data lookup(for example, using a database access prior to popping to the agent, or to use in making routing decisions).CTI may also include the ability to invoke a third-party application and to pass data to that application as partof the agent screen pop.

The following table lists the CTI features that are available in each Cisco Unified CCX package.


About Unified CCXComputer Telephony Integration

Table 7: CTI Features Available in each Cisco Unified CCX Package


IncludedIncludedIncludedBasic CTI. Provides acustomizable enterprisedata window that ispopped on the agentdesktop upon call ringing.Data in the enterprise datawindow includes ANI,dialed number, and anycaller input (accountnumber, order number,case number, reason forcalling, and so on), anddetails about how long thecaller interacted with theIVR, how long the callerwaited in queue, and howlong the caller spent withall other agents if this wasa transferred call.

Not availableIncluded.

Enhanced package addssupport for using datafrom XML data sources.Database integration is notsupported

Included.

Premium package addssupport for using datafrom supported databasesusing workflow-basedSQL queries

Advanced CTI.Advanced CTIfunctionality allows calldata to be passed to otherWindows-based desktopapplications (for example,CRM applications) for anapplication screen pop onringing. Passing data toother applications isperformed throughkeystroke macros that arethen associated withspecific call events suchas call ringing or callrelease. With keystrokemacros and HTTP put/getcommands, noprogramming is requiredto develop a screen popapplication.

Not availableIncluded with CADIncluded with CADAutomatically start anyMicrosoftWindows-compatibleapplication: Passinitialization parameters


About Unified CCXComputer Telephony Integration


Not availableNot availableIncluded with CADPopulate data to anybrowser-based application

Not availableNot availableIncludedPopulate data to anybrowser-based application

Not availableNot availableIncludedCustomer databaseintegration (JDBC)

Cisco Desktop ServicesCisco Desktop Services provide Cisco Agent Desktop (CAD) and IP Phone Agent (IPPA) for agent use, andCisco Supervisor Desktop (CSD) for supervisor use.

Cisco Agent Desktop FeaturesThe following table describes the Cisco Agent Desktop features that are available in each Unified CCXpackage.

Table 8: Cisco Agent Desktop Features Available in Each Unified CCX Package

EnhancedPremiumFeature

IncludedIncludedAgent State Control. From theagent desktop, agents log in, logout, and make themselves readyand not ready.

IncludedIncludedCall Control. From the agentdesktop, agents answer, release,hold, retrieve, conference, andtransfer calls. (Call control can alsobe performed from a Cisco UnifiedIP Phone.)

For example, to answer a call, theagent can simply pick up the phonehandset. TheUnified CCX softwareensures that the current call statefor the phone and CAD applicationare kept in synch.

Call control initiatedfrom the agent desktopis available only withUnified CCXwhich hasUnified CM.

Note


About Unified CCXCisco Desktop Services


IncludedIncludedDynamic Regrouping. Change ofagent association with a resourcegroup is applied immediately.

IncludedIncludedReal-Time Statistics. Agents haveaccess to real-time statistics forthemselves and the queues to whichthey are associated. For example,from the agent desktop application,agents can see howmany calls theyhave handled today and how manycalls are currently in queue for theirteam.

IncludedIncludedIntegrated Text Messaging.Agents can interact with theirsupervisor and other agents throughtext chat.

IncludedIncludedReason Codes. Agents can beconfigured to enter reason codesfor Not Ready and Logout.

IncludedIncludedBasic CTI. Agent desktops providean enterprise data window that ispopped upon call ringing.


About Unified CCXCisco Agent Desktop Features


IncludedIncludedTelephony Support. CAD can bedeployed with select Cisco UnifiedIP Phone models, as described inCisco Unified CCX Software andHardware Compatibility Guide athttp://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX. However, there aredifferent features available ondifferent phones.

CAD also supports the agent usingthe Cisco IP Communicatorsoftphone application running onthe same workstation with CAD.

An agent ACD (Unified CCX)extension cannot be shared acrossmultiple devices. It is valid onlywith a single line.

You can set the agent ACDextension for Call Forward NoAnswer (to voicemail or any otherendpoint) as long as the value forthe Ring No Answer timer on thatdevice (or in Cisco UnifiedCommunications Manager if thedefault is chosen) is greater thanthe value for the Select ResourceTimeout in the Select Resource stepof the script.

Unified CCX monitors and reportson activities for the first fourextensions on a phone, includingnon-ACD lines.

Agents are associated with aspecific Cisco UnifiedCommunications Managerextension (directory number).







IncludedIncludedHot Desking. Hot desking allowsagents to log in using CAD and anyCisco Unified IP Phone that isregistered with the same CiscoUnified CommunicationsManagercluster. Agents using CAD andCisco IP Communicator can alsouse Extension Mobility. Thiscapability allows multiple agentsto use the same phone, but only oneat a time. For example, differentagents on different shifts may usethe same workstation and phone.

Extension Mobility brings auser-specific phone profile(including configured extensionsfor that user) to the phone beinglogged in from. After logging in toCisco Unified CommunicationsManager with Extension Mobility,agents can log in to Unified CCXusing CAD.

IncludedIncludedAuto Update. When the CADstarts up, it checks to see whethera new version of the CAD programis available and automaticallyperforms an update on the agentworkstation. This auto updatefeature can be disabled if required.

IncludedIncludedDesktop Workflows. Awizard-based interface allowingdesktop events (such as ringing orgoing off hook) to have associatedrules and rule actions that areinvoked when the rule is met forthat event.




IncludedIncludedApplication Integration -Macros.CAD can be configured usingdesktop workflows to allow calldata to be passed to other desktopapplications (for example, CRMapplications) for an applicationwindow. Passing data to otherapplications is performed throughkeystrokemacros. No programmingis required to develop a screen pop.Application integration can also bedone upon call release to pop opena wrap-up application on the agentworkstation.

Not availableIncludedApplication Integration - HTTP.CAD can be configured usingdesktop workflows to allow calldata to be passed to other desktopapplications (for example, CRMapplications) for an applicationwindow. Passing data to otherapplications is performed throughHTTP put/get commands that arethen associated with specific callevents such as call ringing. Noprogramming is required to developa screen pop. Applicationintegration can also be done uponcall release to pop open a wrap-upapplication on the agentworkstation.

IncludedIncludedWorkflow Buttons. CAD can beconfigured to have predefinedworkflow buttons that executespecified programs and keystrokes.Workflow buttons help agentscomplete repetitive tasks quickly.

IncludedIncludedOn-Demand Call Recording.CAD can be configured to allowclicking a single button to start andstop call recording. The callrecording contains only the portionof the call that occurs after the StartRecord button is clicked. There arelimits to how many simultaneouscall recording sessions can beperformed.




IncludedIncludedWork Flow Initiated CallRecording. CADcan be configuredto automatically start recording oncalls that meet conditions definedin the application script and voicecontact work flow. Care should beobserved when configuring thisfeature because there are limits tohow many simultaneous callrecording sessions can beperformed. CAD-based recordingis not intended to be used in placeof a compliance recording solution.

Optional with HA license.Optional with HA license.Automatic Failover. Upon failureof the active Unified CCX server,CAD will automatically log agentsback in on the standby server, andthe agent will be placed into a NotReady state. Upon failure of theactive Unified CCX server, activecalls on agents phones will survive.However, the call duration andother information that is associatedwith the call in the historicalreporting database may be affected.Historical reports generated fortime periods in which a failoveroccurred will have missing orincorrect data. It will be discernablefrom the report that a failoveroccurred.

IncludedIncludedWrap-Up Codes. The wrap-upcode selection is available onlywhen the agent is in theWork state.

Not availableIncludedAgent Email. This feature is tightlyintegrated into the agent desktop,with controls built into the toolbarand display. It queues and routesemail messages to staffed andskilled agents, helps the agent torespond easily, and provides acollection of real-time andhistorical reports that help measureemail performance accurately.




IncludedIncludedPresence. When integrated withCisco IM and Presence, agents andsupervisors can view the presencestate of subject matter experts onCAD and chat with them.

IncludedOptional with WorkforceOptimization user license

Workforce Optimization. CiscoUnified Workforce Optimization(WFO) for Unified CCX is afull-featured solution for optimizingperformance and quality and is anintegral component of the CiscoUnified Communications System.The WFO suite provides twosolutions: Workforce Management(WFM) and Call Recording andQuality Management (QM).

Not availableIncludedOutbound Preview Dialer. CADincludes buttons to control an agentresponse to an outbound contactoffering by the system. If the agentclicks the Accept button, the systemplaces the outbound call to thecustomer from the agent phone.

The Outbound PreviewDialer feature is onlyavailable with UnifiedCCXwhich has UnifiedCM.

Note

The following table describes the Agent Email features available with Unified CCX Premium licenses onCisco Agent Desktop.

Table 9: Agent Email Features Available in Each Unified CCX Package


Integrated Agent Email General System Features with Cisco Unified Contact Center Express CiscoAgent Desktop

Not availableNot availableNot included; mustbe purchased fromMicrosoft vendor

Microsoft Exchange

Not availableNot availableIncludedAssign one or more email addresses to asingle Contact Service Queue (CSQ)

Not availableNot availableIncluded andconfigurable

Blended voice and email agents





Dedicated email agents

Not availableNot availableIncludedFully integrated with Cisco Agent Desktop,Cisco Supervisor Desktop, and CiscoDesktop Administrator

Not availableNot availableIncludedEmail contact detail records saved to CiscoUnified Contact Center Express historicaldatabase

Not availableNot availableIncludedShared global response templates

Not availableNot availableIncludedSeparate voice and email state model

Not availableNot availableIncludedAutomatic change of focus for desktop tovoice call handling for agents also in voiceCSQ

Not availableNot availableIncludedAutomatic resumption of email processingon voice disconnect

Not availableNot availableIncludedSpell checker (excluding double-bytelanguages)

Not availableNot availableIncludedAgent can save email draft response andresume at a later time

Not availableNot availableIncludedAgent can re-queue email

Not availableNot availableIncludedAgent can forward, copy, and blind copyemail to external addresses

Not availableNot availableIncludedAgents can quality assure email contentfrom less experienced agents prior toexternal delivery

Not availableNot availableIncludedAgent E-Mail contacts included in agentCSQ,Agent ACDState, Agent E-Mail Log,and Agent E-Mail Detail real-time reports

Integrated Agent Email for Supervisors with Cisco Unified Contact Center Express Seat License

Not availableNot availableIncludedSupervisor real-time reporting for AgentEmail volume by CSQ and for agent detailemail volume by CSQ

IP Phone Agent FeaturesThe following table describes the IP Phone Agent (IPPA) features that are available in each Cisco UnifiedCCX package.

IPPA is not supported with Cisco Finesse.Note


About Unified CCXIP Phone Agent Features

Table 10: IPPA Features Available in Each Cisco Unified CCX Package


IncludedIncludedIncludedAgent State Control.From the IPPA XMLapplication, agents log in,log out, and makethemselves ready or notready.

IncludedIncludedIncludedCall Control. The CiscoUnified IP Phone providescall control.

IncludedIncludedIncludedDynamic Regrouping.Change of agentassociation with aresource group is appliedimmediately.

IncludedIncludedIncludedReal-Time Statistics.Agents have access toreal-time statistics forthemselves and the queuesto which they areassociated.

IncludedIncludedIncludedReason Codes. Agentscan be configured to enterreason codes for NotReady and Logout.

IncludedIncludedIncludedBasic CTI. IPPA allowsfor call data to be poppedonto the IP Phone displayupon call ringing.

IncludedIncludedIncludedTelephony Support.IPPA can be run from anyphone that supports anXML client.




IncludedIncludedIncludedHotDesking. Hot deskingallows agents to log inusing any Cisco UnifiedIP Phone that is registeredwith the same CiscoUnified CommunicationsManager cluster. Agentsusing Cisco IPCommunicator can alsouse Extension Mobility.This capability allowsmultiple agents to use thesame phone, but only oneat a time. For example,different agents ondifferent shifts may usethe same workstation andphone.

ExtensionMobility bringsa user-specific phoneprofile (includingconfigured extensions forthat user) to the phonebeing logged in from.After logging in to CiscoUnified CommunicationsManager with ExtensionMobility, agents can login to Cisco Unified CCXusing CAD.

Not availableIncludedIncludedOn-Demand CallRecording. IPPA can beconfigured to allowclicking a single button tostart and stop callrecording on demand. Thecall recording containsonly the portion of the callthat occurs after the StartRecord button is clicked.There are limits to howmany simultaneous callrecording sessions can beperformed.



Cisco Supervisor Desktop FeaturesThe following table lists the Cisco Supervisor Desktop features that are available in each Cisco Unified CCXpackage.

Table 11: Cisco Supervisor Desktop Features Available in Each Cisco Unified CCX Package


IncludedIncludedIncludedView / Change AgentState. Supervisordesktops allowsupervisors to view thecurrent state of all agentsthat are part of thatsupervisor's team. Thesupervisor desktop alsoallows supervisors tochange an agent state(Ready, Not Ready,Logout).

IncludedIncludedIncludedReal-Time Agent andSkill Statistics.Supervisors can viewstatistics for all agents andqueues that are associatedwith their team. See theCisco Supervisor DesktopUser's Guide for moredetails about statisticsavailable through the CSDapplication.

IncludedIncludedIncludedIntegrated TextMessaging. Supervisorscan send text messages toone or more agents.

IncludedIncludedIncludedMarquee Messages.Supervisors can send ascrolling marquee(broadcast) message to allagents on their team.

Not availableIncludedIncludedSilent Monitoring. CSDallows a supervisor tosilently monitor agentcalls. It can be configuredwhether the agents areaware or unaware thatthey are being monitored.


About Unified CCXCisco Supervisor Desktop Features


Not availableIncludedIncludedBarge-in. CSD allows asupervisor to barge in onan agent call. TheBarge-in feature bringsthe supervisor, the agent,and the caller into athree-way conference.This feature requires thesupervisor to have theCADapplication open andto be logged in as anagent. The agent is awarewhen the supervisorbarges in. Barge-in issupported for agents usingCAD with IPCommunicator, CADwithIP Phone, or IPPA.

Not availableIncludedIncludedIntercept. CSD allows asupervisor to intercept anagent call. The interceptfeature transfers the callto the supervisor. Thisfeature requires thesupervisor to have theCADapplication open andto be logged in as anagent. As the call releasesfrom the agent desktopand phone, the agent isaware when an interceptoccurs. The agent is thenavailable to take anothercall. Intercept is supportedfor agents using CADwith IP Communicator,CAD with IP Phone, orIPPA.




Not availableIncludedIncludedOn-Demand Agent CallRecording. CSD allowsa supervisor todynamically start and stoprecording agent calls ondemand. A call recordingonly contains the portionof the call that occurs afterthe Start Record button isclicked.

There are limits to howmany simultaneous callrecording sessions can beperformed.

Not availableIncludedIncludedCallRecordingPlaybackand Exports. The CSDRecord Viewerapplication allows asupervisor to play backcalls that were recordedwithin the last 7 days.Supervisors can sort therecorded call list by agent,DN, or date/time. WithinRecord Viewer,supervisors can tagselected recordings for a30-day extendedarchiving, and supervisorscan save selectedrecordings as a .wavformat in a specifiedfolder for permanentarchiving.

Not availableIncludedIncludedAutomatic Failover andRe-login. Upon CiscoUnified CCX Enginefailover, the CSDautomatically failsover tothe standby Cisco UnifiedCCX Engine so thesupervisor does not haveto log in again.



Unified CCX Outbound Preview DialerThe Unified CCXOutbound PreviewDialer provides campaign-based outbound preview dialer support. Eachinbound Premium seat provides one outbound seat. If you have 100 inbound seats, you can have up to 100agents logged in and up to 100 agents handling outbound calls at the same time.

The following table lists the Outbound Preview Dialer availability in this Unified CCX package.

Table 12: Outbound Preview Dialer Availability for this Unified CCX Package


Not availableNot availableAvailablePreview Outbound

The following table describes the Outbound Preview Dialer features that are available in each Unified CCXpackage.

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

Note

Table 13: Outbound Preview Dialer Features Available in this Unified CCX Package



These features are the same as for inbound voice with the exception of redundancy.Note

Not availableNot availableDeploys and executesco-loaded on the samevirtual machine or baremetal server as theinbound voice server.


Outbound Voice Seats

Not availableNot availableUnlimited (no softwarelimitations)

Maximum number of configurableoutbound agents supported

Not availableNot available150Maximum number of active outboundagents supported

Not availableNot availableConcurrent userOutbound license type

Outbound Preview Dialer Features

Not availableNot available15Maximum number of active outboundcampaigns

Not availableNot available1 millionMaximum number of active contactsper outbound campaign

Import contacts in chunksof 10,000 at a time.

Note


About Unified CCXUnified CCX Outbound Preview Dialer


Integrated CTI and Screen Pop Features with Cisco Unified Contact Center Express Seat License

Not availableNot availableIncludedPopulates customer's name, accountnumber, and phone number dialed

Not availableNot availableUsing CAD task buttonStarts any MicrosoftWindows-compatible application

Not availableNot availableUsing CAD task buttonSends information to any MicrosoftWindows-compatible application

Cisco Agent Desktop (CAD) and Cisco Finesse Features for Agent with Cisco Unified Contact CenterExpress Seat License

Not availableNot availableIncludedAbility for agent to initiate on-demandrecording on CAD. Finesse supportsworkflow-based recording.

Not availableNot availableIncludedAbility for supervisor to use SilentMonitor, Barge-In, and Intercept

Not availableNot availableIncludedAbility for agent to accept, reject, orskip outbound contact. Agent canreclassify call to anyone of many callresults, such as busy, fax, andanswering machine.

The agent can skip theoutbound contact only onCAD.

Note

Not availableNot availableIncluded (only onCAD)

Ability for agent to mark a contact as"Do not call" for a particular campaign

Cisco Supervisor Desktop (CSD) andCisco Finesse Features for Supervisor with Cisco Unified ContactCenter Express Seat License

Not availableNot availableIncludedView agent activity in real time

Not availableNot availableIncluded (only on CSD)Support for Cisco IP Communicator:No Cisco IP Phone required for agentphone

Not availableNot availableIncluded (only on CSD)Coaching: Provide agent guidancethrough chat

Not availableNot availableIncludedSilent Monitor: Listen in on an agent'scall

Not availableNot availableIncluded (only on CSD)Ability for supervisor to use SilentMonitor remotely from any phonethrough a dial-in IVR session

Not availableNot availableIncludedBarge-In: Join in on an agent'sconversation


About Unified CCXUnified CCX Outbound Preview Dialer


Not availableNot availableIncludedIntercept: Take a call from an agent

Not availableNot availableIncluded (only on CSD)Record: Capture and archive call audio

Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License

Not availableNot availableIncludedPreview Outbound CampaignSummary report

Not availableNot availableIncludedPreview Outbound Agent DetailPerformance report

Administration

Not availableNot availableIncludedCampaign Management:Administrators can create andconfigure campaigns. They canspecify a daily time range duringwhich outbound calls are made and aset of CSQ to specify whose agentsmake the outbound calls, They canalso specify and import a list ofcustomer contacts to be called.

Not availableNot availableIncludedArea Code Management:Administrators can add mappingsfrom area-code to time zone fornon-North American locations. Thisinformation is used to determine thecustomer contact current time beforeplacing an outbound call.

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

The following table lists the Outbound Progressive and Predictive Dialer availability in this Unified CCXpackage.

Table 14: Outbound Progressive and Predictive Dialer Availability for this Unified CCX Package


Not availableNot availableOptional with OutboundLicense

Progressive and Predictive Agent Outbound

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


About Unified CCXUnified CCX Outbound Progressive and Predictive Dialer

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

Note

Table 15: Outbound Progressive and Predictive Dialer Availability in this Unified CCX Package



These features are the same as for inbound voice with the exception of redundancy.Note

Not availableNot availableDeploys and executesco-loaded on the samevirtual machine as theinbound voice server.


Outbound Voice Seats

Not availableNot available150Maximum number of active concurrentagents supported

Not availableNot availableConcurrent userOutbound license type

Outbound Progressive and Predictive Dialer Features

Not availableNot available10Maximum number of CSQs per outboundcampaign

Not availableNot available1 millionMaximum number of active contacts peroutbound campaign

Import contacts in chunks of10,000 at a time.

Note

Cisco Finesse Features with Cisco Unified Contact Center Express Seat License


Workflow-based recording


View agent activity in real time

Cisco Finesse Features for Supervisor with Cisco Unified Contact Center Express Seat License


Silent Monitor: Listen in on an agent's call


Barge-In: Join in on an agent's call


Intercept: Take a call from an agent

Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License


About Unified CCXUnified CCX Outbound Progressive and Predictive Dialer



Agent OutboundCampaign SummaryReport


Agent Outbound CCDR Report


Agent Outbound Half Hourly Report


Outbound Agent Detail Performance Report

Integrated Live Data Reporting with Cisco Unified Contact Center Express Seat License


Agent Outbound Team Summary Report

Administration


CampaignManagement: Administrators cancreate and configure campaigns usingAppAdmin web interface and REST APIs

Web ChatUnified CCX Premium provides the facility for customers to initiate a chat session with the agent. InboundWeb Chat is available in the following Unified CCX packages:

StandardEnhancedPremiumContact Channel

Not availableNot availableIncludedInbound Web Chat

Web Chat Packaged Components

Cisco Agent and Supervisor Desktop

Agent Web Chat Application

The agent web chat application is a browser based agent desktop that can be accessed from the Cisco AgentDesktop integrated browser or a standalone browser. Agents use this interface to log in to Unified CCX chatfacility and make themselves ready to accept chat requests.

All inbound chat requests, when routed to the agent, show up in this agent desktop, and the agent can acceptit or let it time out. After the agent accepts the chat request, the agent can chat with the end user on a separatechat reply widget that gets loaded on the agent desktop.

Supervisor Web Chat Application

The supervisor web chat application is the interface that chat supervisors use to view the Chat CSQ detailsand agent chat summary report for their teams. This web application is accessed from the Cisco SupervisorDesktop integrated browser or a standalone browser.


About Unified CCXWeb Chat

Chat Real-Time and Historical Reports

Unified CCX provides chat-specific real-time reports and historical reports which can be accessed using therespective clients.

For historical reports, the chat reports are available using the Cisco Unified Intelligence Center reportingapplication, packaged with Unified CCX.

For supervisors, real-time reports on the Chat CSQs and the chat-specific team summary report are availablein the Chat supervisor desktop web application (only Cisco Agent Desktop deployment).

Finesse Gadgets

Finesse Agent Desktop supports multisession chat and email and generation of reports when the administratoradds the gadgets to the desktop. The following gadgets are available:

• Chat and Email Control Gadget—Allows the agent to control the chat state and to accept incomingcustomer chat requests.

• Manage Chat and Email Gadget—Allows the agent to handle multiple chat sessions and choose theavailable predefined responses.

• Chat Agent Statistics Report Gadget—Provides the agent statistics.

• Chat CSQ Summary Report Gadget—Provides the agent statistics and contact statistics for a CSQ.

Web Chat Contact DistributionThe following table describes the Web Chat contact distribution features that are available in each UnifiedCCX package.

Table 16: Web Chat Contact Distribution Features Available in Each Unified CCX Package


Not availableNot availableIncludedConditional routing. Routing based on a problemstatement that is chosen by the customer.

Not availableNot availableIncludedAgent selection. The longest available and most skilledagent selection algorithm.

Not availableNot availableIncludedCustomizable queuing messages. Customizable contactwaiting message.

Not availableNot availableIncludedAuto chat reject. If no agent is available,Web Chat rejectsthe chat request.

Not availableNot availableIncludedChat timeouts. Session timeouts for chat inactivity andmaximum wait period.

Not availableNot availableIncludedRerouting on chat no answer. If the allocated agent doesnot accept chat within the allowed time limit, the contactis requeued and rerouted.


About Unified CCXWeb Chat Contact Distribution


Not availableNot availableIncludedChat transcript. Storage and retrieval of chat transcriptsthrough Cisco SocialMiner, and download of chattranscripts by end user as PDF.

Not availableNot availableIncludedAgent skill and competency-based routing. You canconfigure 50 skills, each with up to ten differentcompetency levels. You can configure Contact ServiceQueues (also known as skill groups) as requiring up to 50skills, eachwith up to tenminimum skill competency levels.The web chat routing logic then matches the contactproblem statement with agent skills to find the optimummatch using one of the following agent selection criteria:

• Longest available

• Most skilled

Not availableNot availableOptional withHA License

High Availability (HA) failover.With HA, failure of theactive server can be detected and the nonvoice subsystemcan automatically fail over from the active to the standbyserver.

Not availableNot availableIncludedDynamic reskilling by administrator. Changes to CSQskills and competencies and agent skills and competenciesare applied immediately.

Not availableNot availableIncluded

This feature isavailable onlyfor CiscoAgentDesktop.

Agent and supervisor web-based desktop.Web-baseddesktops for agents and supervisors. The feature isintegrated inside Cisco Agent Desktop for the agent desktopand in Cisco Supervisor Desktop for the supervisor desktopthrough the browser control and can be opened from theCisco Agent Desktop or the Cisco Supervisor Desktop,respectively. You can open the web-based desktop fromstandalone browsers.

Not availableNot availableIncludedReal-time and historical reports.

Not availableNot availableIncludedSupervisor reports. Team report for CSQ and agents.Agent statistics and CSQ statistics for chat.


This feature isavailable onlyfor Finesse.For CiscoAgentDesktop, onlysingle-sessionchat isavailable.

Multisession chat for agents.Agents can handle multiplechat sessions. The administrator can set one to five sessionsand the agent will be presented with set number of sessions.





This feature isavailable onlyfor Finesse.

Predefined Responses.Administrator can configure up to500 Predefined Responses across chat and email. ThesePredefined Responses can be tagged Global or with up to10 CSQ tags.

Chat supports plain text only.



Audible alert. An alert is played when the agent receivesa new chat request or when there is a new message on aninactive chat session tab.



Agent alias. Administrator can set an alias for chat agent.When the agent is on chat, the alias of the agent is displayedto the customer.

Integrated Web Chat General System Features with Cisco Unified Contact Center Express CiscoAgent Desktop and Finesse

Not availableNot availableIncludedMultiple skills per chat agent.


Blended voice and chat agents.


Offer voice calls when on chat.


Offer chat when on voice calls.


Dedicated chat agents.

Not availableNot availableIncludedSeparate voice and chat state model.


This feature isavailable whenFinesse is notactivated.

Web chat desktop is accessible on an integrated browserin Cisco Agent Desktop and Cisco Supervisor Desktop.


This feature isavailable whenFinesse is notactivated.

Web chat desktop is accessible on a standalone browserfor agents and supervisors.





60 / 120 chatsessions

Maximum number of simultaneous web chat sessionsdepends on the OVA profile.

Not availableNot availableIncludedCustomer form generation and customization.

Unified CCX Finesse Agent EmailUnified CCX supports agent email with Finesse.

Finesse Agent Email is available in the following Unified CCX packages:


Not availableNot availableIncludedFinesse Agent Email

Finesse GadgetsFinesse provides gadgets for email contact handling.

The following gadgets are available:

• Chat and Email Control Gadget—Allows the agent to control the chat and email state. Emails areautomatically accepted.

• Manage Chat and Email Gadget—Enables the agent to handle multiple email contacts, choose fromavailable predefined responses, and requeue or reply to the email.


About Unified CCXUnified CCX Finesse Agent Email

Finesse Agent Email Contact Distribution

Table 17: Finesse Agent Email Contact Distribution Features Available in Each Unified CCX Package


Not availableNot availableIncludedEmail routing.

• Last Agent EmailRouting whereattempt is made toroute an email to thelast agent whohandled the previousleg.

• Skill andcompetency basedrouting whichapplies to newemails or when LastAgent Email Routingexpires.

Not availableNot availableIncludedAgent selection.

The longest available ormost skilled agentselection algorithm.

Not availableNot availableIncludedAuto accept email.

Incoming emails areautomatically presented tothe agent without anyexplicit accept (buttonclick).

Not availableNot availableOptional with HALicenseHigh Availability (HA)failover.

HA is supported inUnified CCX. UponUnified CCX failover, allemails in the system areautomatically requeuedand rerouted.


About Unified CCXFinesse Agent Email Contact Distribution


Not availableNot availableIncludedDynamic reskilling byadministrator.

Changes to CSQ skillsand competencies andagent skills andcompetencies are appliedimmediately. Emailscurrently beingworked bythe agents are notaffected.

Not availableNot availableIncludedHistorical Reports

Not availableNot availableIncludedEmail contact handling

Agents can be configuredto handle up to five emailcontacts.

Not availableNot availableIncludedPredefined Responses.

Administrator canconfigure up to 500Predefined Responsesacross chat and email.These PredefinedResponses can be taggedGlobal or with up to 10CSQ tags.

Email supports rich text.

Not availableNot availableIncludedVisible alert.

Email alert along withpending email count.

Not availableNot availableIncludedAttachments.

Supported.

Attachment size limit

The agents can load up to10 attachments with totalsize of maximum 5 MB.

This feature allows up to10 MB of attachmentswith incoming email.


About Unified CCXFinesse Agent Email Contact Distribution


Not availableNot availableIncludedReply To Header

If the Reply To header ispresent, the agent'sresponse is sent to thataddress. Otherwise, it usesthe From address of thatemail to respond.

Integrated Finesse Agent Email General System Features with Cisco Unified CCX

Not availableNot availableIncludedBlended voice, chat ,andemail

Finesse Email Historical ReportsUnified CCX provides Finesse Email Historical Reports, which can be accessed in the Finesse Email subfolderin the Cisco Unified Intelligence Center reporting application.

Cisco Unified Intelligence CenterCisco Unified Intelligence Center is the web-based reporting platform that is packaged as part of the CiscoUnified CCX.

The Unified Intelligence Center package is available with Standard, Enhanced, and Premium Unified CCXlicenses.

Co-resident CUIC on UCCX does not provide the capability to customize reports or to restrict value listcollections without implementing custom report definitions. Implementing custom report definitions requiresthe system to be integrated with a Standalone CUIC Premium server.

Note

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

Quality Management is licensed on a per named user basis and provides all the server software required withthe exception of the Windows operating system and database software for the QM server, which must bepurchased off the shelf.

The following table lists the license types and features available:

Table 18: License and Features

Advanced QMQuality ManagementCompliance RecordingFeature

IncludedIncludedIncludedCompliance Recording


About Unified CCXFinesse Email Historical Reports

Advanced QMQuality ManagementCompliance RecordingFeature

IncludedIncludedIncludedEndpoint Recording

IncludedIncludedIncludedServer Based Recording(via SPAN port)

IncludedIncludedIncludedCisco CUBE Recording(via SIP)

IncludedIncludedIncludedNetworkBasedRecording

IncludedIncludedIncludedNetwork Recording (BuiltIn Bridge)

IncludedIncludedIncludedMediasense Recording

IncludedIncludedIncludedGateway Recording

IncludedIncludedIncludedRole-based Scoping

IncludedIncludedIncludedUsers Synchronized withUCCX

IncludedIncludedIncludedFinesse RecordingControls - (Pause,Resume, Delete)

IncludedIncludedIncludedAttach Custom Metadata

IncludedIncludedIncludedRole Based Dashboards

IncludedIncludedIncludedExporting of Recordings

IncludedIncludedIncludedMonitoring andNotification Service

IncludedIncludedIncludedRecording MonitoringDashboard

IncludedIncludedIncludedReporting

IncludedIncludedIncludedLive Audio Monitoring

IncludedIncludedIncludedWhisper/Barge-In

IncludedIncludedNot availableQuality Evaluation

IncludedIncludedNot availableEvaluator Comments

IncludedNot availableNot availableScreen Recording

IncludedNot availableNot availableLive Screen Monitoring


About Unified CCXQuality Management and Compliance Recording

Table 19: Recording License

Advanced QMQuality ManagementCompliance RecordingFeature/License

Not includedNot includedNot includedMediasense Recording

Workforce ManagementCisco Workforce Management allows supervisors and contact center managers to develop schedules for theiragents and manage key performance indicators and real-time adherence. Managers can create and manageschedules 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 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 of100 agents and supervisors needs 300 configured user licenses. Each person in a shift of 100 users uses thelicense associated with them during their shift.

The following table describes the Workforce Management features that are available in each Cisco UnifiedCCX package:

Table 20: Workforce Management Features Available in Each Cisco Unified CCX Package


Not availableOptionalOptionalForecasting

Not availableOptionalOptional2-step Scheduling

Not availableOptionalOptionalMultimedia Scheduling

Not availableOptionalOptionalIntraday Management

Not availableOptionalOptionalKPIs and Reporting

Not availableOptionalOptionalAlerts

Not availableOptionalOptionalReporting

Not availableOptionalOptionalWeb Interface

Not availableOptionalOptionalDesktop Integration

Other Unified Communications IntegrationUnified Communications telephony system interfaces with voicemessaging. It supports other vendor voicemail.The voice storage is dependent on storage capacity.


About Unified CCXWorkforce Management


About Unified CCXOther Unified Communications Integration

C H A P T E R 2Deployment Models

This chapter discusses the deployment models that are available for Unified CCX. Use the Cisco UnifiedCommunications Sizing Tool to help you determine the number and types of servers required for any supporteddeployment model and call processing requirements. Before using that tool, it is necessary to have anunderstanding of what deployment model you desire.

Cisco Unified Communication Manager (Unified CM) co-loaded with Unified CCX on the same VirtualMachine (VM) is not supported.

Cisco Unified Intelligence Center and Cisco Finesse are deployed on the same Virtual Machine (VM) withUnified CCX and supports all the Unified CCX deployment models.

Note

The following table depicts the deployment models that are supported in Unified CCX. These models haveno bearing on which specific server model is used. The minimum server model required is identified by theCisco Unified Communications Sizing Tool. This chapter provides general rules for design and considerationsand limitations for each of these deployment models. This information allows an Unified CCX system planneror designer to understand what other similar deployment models are supported and to understand how todetermine the best solution for a given set of requirements.

Table 21: Unified CCX Deployment Models

Unified CCX Components on Server2

Unified CCX Components on Server1

Unified CCX Deployment Model

—Engine, Database, Recording,Monitoring components

Single-Server Non-HighAvailability DeploymentModel—Unified CommunicationManager Integration

Engine, Database, Recording,Monitoring components

Engine, Database, Recording,Monitoring components

Two-Server High AvailabilityDeployment Model—UnifiedCommunication ManagerIntegration

Unified CCX deployment model integrated with Unifed CME is not supported in 9.0(1) and higher versions.Note


The following figure depicts the deployment when integrating Unified CCX with Unified CommunicationsManager. In this deployment, optional Unified CCX components shown with an asterisk (*) can be added.These components are:

• Cisco Unified Work Force Management and Cisco Unified Quality Manager.• Cisco IM and Presence Server.

For more details about deploying the Presence Server, refer the Cisco Unified Communications SRND,which is available at this URL:

http://www.cisco.com/go/ucsrnd

Figure 2: Deployment Model of Unified CCX Integrated with Unified Communication Manager

ASR and TTS can be added in Unified CCX integrated with Unified CommunicationManager. ASR and TTSsoftware is not provided by Cisco. This software must be purchased from a vendor such as Nuance, Scansoft,or IBM. These vendors can provide design and server sizing requirements for their software.

Note

• Unified CCX General Rules for Design, on page 46• Single-Server Non-High Availability Reference Design, on page 47• Two-Server High Availability Reference Design, on page 48• Other Design Considerations, on page 53

Unified CCX General Rules for DesignThe following rules apply when designing a Unified CCX deployment:

• When deploying for high availability (HA), the Unified CCX servers can be located in the same campusLAN to provide server redundancy. The Cisco Unified CCX servers can also be located in different sitesseparated by WAN to provide spatial redundancy.


Deployment ModelsUnified CCX General Rules for Design


For HA over LAN deployment, heartbeats are sent every half a second and failover occurs if five consecutiveheartbeats are missed. For HA over WAN deployment, heartbeats are sent every second and failover occursif missing ten consecutive heartbeats. These values are not configurable.

Note

• You can locate the Unified CommunicationsManager servers that run CTIManagers with which UnifiedCCX communicates in the same campus LAN. In Unified CCX servers that are deployed over WAN,for better site redundancy, deploy local Unified Communications Manager server at both sites.

• The Recording component must be redundant, if recording is used in a high availability deployment.

• All agents for a Unified CCX deployment must be using phones that register to the same Unified CMcluster. Calls can be received from devices and callers on another Unified CM cluster (using interclustertrunks).

• Unified CCX software versions must be the same for both the master and standby nodes in a highavailability deployment.

• Unified CCX solution works with a combination of software and hardware components, providing anopen and flexible environment for customers to execute complex scripts, custom codes, documents, andso on. Overloading any of the software and hardware components such as virtual memory and CPU couldimpact the solution performance. Review and optimize the scripts, custom codes, and documents beforethey are loaded to the production setup. Also constantly monitor the system component and hardwareattributes like disk space and CPU utilization.

When deploying Advanced Quality Management and Workforce Management with Unified CCX, considerthe following guidelines:

• Advanced Quality Management and Workforce Management must be installed on separate VM fromeach other and from Unified CCX. No form of coresidency is supported in this release with any othersoftware, such as installing on Unified CCX or installing both Advanced Quality Management andWorkforce Management on the same VM.

• Unified CCX does not support the use of third-party applications (for example, using TAPI) to controlits devices.

• For more deployment information about Workforce Management and Advanced Quality Management,refer to the Cisco Workforce Optimization System Configuration Guide available at here:

http://www.cisco.com/en/US/products/ps8293/products_implementation_design_guides_list.html

Single-Server Non-High Availability Reference DesignUnified CM integration with Unified CCX on a single-server nonhigh availability is for small deployments.This reference design places a single instance of all the Unified CCX software components on the same serverand uses Informix Dynamic Server as the database server.

This reference design allows the Unified CCX Engine to fail over to a backup CTI Manager if the primaryCTI Manager fails. CTI ports and CTI route points should be grouped into device pools that have the sameprimary and secondary server list as those used for JTAPI communications with the CTI Managers.


Deployment ModelsSingle-Server Non-High Availability Reference Design


Two-Server High Availability Reference DesignThis reference design is for small-to medium-sized contact centers requiring high availability. This referencedesign incorporates redundant Unified CCX engine, database, recording, and monitoring components usingCisco Finesse.

This reference design can support silent monitoring and recording for agents at any WAN-connected site byusing desktop monitoring. (See 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 for a list of phones that support desktop monitoring.) It can alsosupport SPAN port monitoring for agents on the VLAN segment local to Unified CCX server. This referencedesign provides redundancy for both recording and silent monitoring for all agents using desktop monitoring(regardless of location) or agents on the local VLAN using SPAN port monitoring. This reference design doesnot incorporate additional Remote Monitoring components, so silent monitoring and recording is not possiblefor agents who are using the Cisco IP Phone Agent at remote sites. Similarly, silent monitoring and recordingare not possible for agents at remote sites who are using phones that do not support desktop monitoring.

This reference design allows either Unified CCX Engine component to fail over to a backup CTI Manager ifthe primary server fails. CTI Ports and CTI Route Points should be grouped into device pools that have thesame primary and secondary server list as that used for JTAPI communications to the CTI Managers.

In HA deployments, historical data comes from the database located in the standby engine node. A highernumber of historical reporting sessions during operating hours is supported for HA deployments.

Note

Unified CCX High Availability over LANUnified CCX supports high availability over LAN to provide redundancy over LAN. The following figuredepicts the deployment for Unified CCX high availability over LAN.Figure 3: Unified CCX High Availability over LAN Deployment


Deployment ModelsTwo-Server High Availability Reference Design

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html


Unified CCX High Availability over WANUnified CCX supports high availability overWAN to provide site redundancy. In this deployment, the UnifiedCCX servers are located in two different sites across the WAN. Each site should have at least one UnifiedCM server that is running CTIManager with which Unified CCX communicates. The following figure depictsthe deployment for Unified CCX high availability over WAN.Figure 4: Unified CCX High Availability over WAN Deployment

Network RequirementsObserve the network requirements described in this section when deploying Unified CCX HA over WAN.

Delay

The maximum allowed round-trip time (RTT) between Unified CCX servers is 80 ms.

The maximum allowed round-trip time (RTT) between Unified CCX server and Unified CM server at samesite is 20 ms.


Deployment ModelsUnified CCX High Availability over WAN

Do not use the ping utility on the Unified CCX server to verify RTT as it will not provide an accurate result.The ping is sent as a best-effort tagged packet and is not transported using the same QoS-enabled path as theWAN traffic. Therefore, verify the delay by using the closest network device to the Unified CCX servers,ideally the access switch to which the server is attached. Cisco IOS provides an extended ping capable ofsetting the Layer 3 type of service (ToS) bits to make sure that the ping packet is sent on the sameQoS-enabledpath that the WAN traffic will traverse. The time recorded by the extended ping is the round-trip time (RTT),or the time it takes to traverse the communications path and return. Refer to the Cisco IOS document availableat

http://www.cisco.com/en/US/tech/tk365/technologies_tech_note09186a0080093f22.shtml#extend_ping formore detail.

Note

Bandwidth

Sufficient bandwidth must be provisioned for Unified CCX cluster, Unified CM cluster, RemoteAgent/Supervisor desktops and other optional components to deploy HA over WAN.

The following components must be accounted for, while calculating the bandwidth requirements:

• Unified CCX Cluster and Unified CM Cluster

Unified CCX cluster consumes bandwidth between the Unified CCX servers in high availability. If theUnified CM running CTI Manager that Unified CCX communicates with is remote, there would beadditional bandwidth utilized by Unified CCX.

Unified CM could consume significantly higher bandwidth for Intra-Cluster Communication Signaling(ICCS) between sites when deploying with Unified CCX. This is due to the additional number of callredirects and CTI/JTAPI communications encompassed in the intra-cluster communications.

Unified CCX can be deployed as ACD to route and queue contacts for available agent or as IP-IVR toperform self-service. The bandwidth requirements for Unified CCX and Unified CM clusters are differentdepending on the deployment type.

The following table shows the minimum bandwidth requirement for Unified CCX and Unified CMclusters when deploying HA over WAN.

Table 22: Unified CCX HA over WAN Bandwidth Requirement

Unified CM ClusterUnified CCX ClusterDeployment type

ICCSDatabase1Between UnifiedCCX and RemoteUnified CMServers

Between UnifiedCCX Servers

70 kbps per 100BHCA2

1.544 Mbps (T1)800 kbps1.2 MbpsACD

25 kbps per 100BHCA

1.544 Mbps (T1)200 kbps1.2 MbpsIP-IVR


Deployment ModelsBandwidth

http://www.cisco.com/en/US/tech/tk365/technologies_tech_note09186a0080093f22.shtml#extend_ping

1 This column shows the database bandwidth required for Unified CM clustering over WAN andcould be subject to change. For the final authorized value, refer to Cisco Unified CommunicationsSolution Reference Network Design (SRND) available at: http://www.cisco.com/go/ucsrnd

2 BHCA (Busy Hour Call Attempt) is the number of calls entering the system in the busy hour forUnified CCX or IP-IVR.

For Unified CCX Cluster in the preceding table:

• The traffic between Unified CCX servers includes database replication, heartbeat, and othercommunication between the Unified CCX HA servers.

• The traffic between Unified CCX server and remote Unified CM server running CTI Manager isthe JTAPI call signaling.

For Unified CM Cluster in the preceding table:

• Database column includes traffic for database and other inter-server traffic for every Cisco UnifiedCM subscriber server remote to the Unified CM publisher.

• ICCS column shows all the ICCS traffic between CallManager/CallManager services andCallManager/CTI Manager services running in the Unified CM nodes across sites.

As an example, assume the Unified CCX HA over WAN deployment has two sites and is used as ACD.Site 1 has the Unified CCX, one Unified CM publisher and two Unified CM subscribers. Site 2 has theother Unified CCX and two Unified CM subscribers. Unified CCX in site 1 communicates with UnifiedCM subscriber in site 2 for JTAPI signaling. In the busy hour, there are 1500 calls coming into UnifiedCCX that get routed or queued for agents.

• MediaSense recording is not included in the above calculations.

• The maximum supported RTT between the Unified CCX server and theMicrosoft Exchange server is 80 ms.

Note

For Unified CCX cluster, bandwidth required is:

1.2 Mbps + 800 kbps (0.8 Mbps) = 2 Mbps

For Cisco Unified CM cluster, there are two Unified CM subscribers remote from the Unified CMpublisher and the BHCA is 1500. Bandwidth required is:

1.544 Mbps × 2 + 70 kbps × 15 (1.05 Mbps) = 4.138 Mbps

In total, 6.138 Mbps between sites is required for this deployment.

• Agents and Supervisors

In HA over WAN deployment, agents and supervisors could reside in either Unified CCX sites or theycould be remote depending on the location of active Unified CCX server at the time of operation.Bandwidth should be provisioned for remote agents between sites using the maximum number of agentsfrom the two sites. Estimate the required bandwidth using the Cisco Finesse Agent Desktop BandwidthCalculator available at:

http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-technical-reference-list.html

• Optional Components


Deployment ModelsBandwidth



Customers might have the following optional components deployed across the WAN from Unified CCXor Unified IP IVR. Ensure to account for the additional bandwidth required in their HA over WANdeployment.

• Wallboard Server—Determine the amount of data that is retrieved from Unified CCX databaseto the remote wallboard server.

• Enterprise Database— Estimate the total amount of data that is retrieved through the databasesteps from the remote enterprise database.

• SMTP Server— If the SMTP server is remote from the Unified IP IVR, determine the average sizeof each outgoing email and calculate the total.

• To calculate bandwidth for Finesse, see the Finesse Bandwidth Calculator for Unified Contact CenterExpress, available at:


Quality of Service

Quality of Service (QoS) must be enabled and engineered correctly on the network to provide consistent andpredictable end-to-end levels of service. Unified CCX software does not mark any network packet, so ensurethat you mark the traffic at the network edge routers.

The following table shows the QoS markings for Unified CCX HA over WAN deployment.

Table 23: QoS Considerations for Unified CCX HA Over WAN

QoS MarkingTraffic

IP Precedence 3 (DSCP 24 or PHB CS3)JTAPI Call Signaling

IP Precedence 0 (DSCP 0 or PHB BE)Database Replication between Unified CCX nodes3

3 The database traffic may be reprioritized to a higher priority data service (for example, IP Precedence2 [DSCP 18 or PHBAF21] if required by the particular business needs). An example of this is the usageof outbound dialer in Unified CCX, which relies on writing data to the Config Datastore.

For more information on QoS requirements of VoIP, refer to the Enterprise QoS Solution Reference NetworkDesign Guide available here:

http://www.cisco.com/en/US/docs/solutions/Enterprise/WAN_and_MAN/QoS_SRND/QoSIntro.html#wp46447

Deployment ConsiderationsConsider the following when deploying high availability over WAN with Unified CCX:

• Deploy the ASR or TTS server locally in each Unified CCX site

• Set up Unified CCX to use the local Unified CM servers for both primary and secondary in the followingconfigurations. If this is not possible, at least the primary Unified CM server should be local.

• AXL Service Provider

• JTAPI Provider for Unified CM Telephony Subsystem

• JTAPI Provider for Resource Manager/Contact Manager Subsystem


Deployment ModelsQuality of Service


http://www.cisco.com/en/US/docs/solutions/Enterprise/WAN_and_MAN/QoS_SRND/QoSIntro.html#wp46447

Significant delays in agent login will occur during Unified CCX failover if AXLand JTAPI communications are over WAN, especially under load conditions.

Note

• Assign the two sets of CTI Ports (one for the master and the other for the standby engine) to differentdevice pools, regions and locations, in the CTI Port Group.

• Data in Agent Datastore, Historical Datastore and Repository Datastore start merging after the networkpartition is restored. This situation could potentially generate heavy data traffic over WAN. Restore theWAN link during after hours to minimize the performance impact.

• Do not support VPN tunneling across the WAN.

Unified CCX-Finesse deployment

Cisco Finesse is supported in both single-node deployment and high-availability deployment over LAN andWAN.

Cisco Finesse service is not activated by default during the initial component activation phase. The administratormust explicitly activate it after applying the appropriate license.

Note

Unified CCX-Cisco SocialMiner deployment

SocialMiner doesn't have an HA but works with a Unified CCX in HA.

Unified CCX-MediaSense Deployment

In a LAN deployment, Unified CCX supports:

• A single Cisco MediaSense node

• A two-node Cisco MediaSense cluster

Consider two sites (site A and site B) separated over WAN. A Unified CCX HA cluster over WAN supports:

• A single Cisco MediaSense node on either site A or site B• A two-node MediaSense cluster, both nodes of which are on either site A or site B

For more information, see Cisco MediaSense Design Guide available here:


Other Design ConsiderationsConsider the following when designing your Unified CCX system:

• High availability requires additional disk space, so historical call reporting capacity may be reduced.Historical call reporting capacity also depends upon BHCC, hours of operation per day, and days ofoperation per week.


Deployment ModelsOther Design Considerations


• G.711 call recording requires about 1 MB per minute. G.729 call recording requires about 256 KB perminute.

• The following categories of data use hard disk space:

• Linux server operating system files, Unified CCX software, and Informix Database Managementsoftware

• Unified CCX logs

• The Unified CCX database (comprised of 4 data stores)

• Recording files.

Systems planners and designers should attempt to estimate the impact of each in order to determinehard disk requirements.

• The Unified CM sizing tools assume devices are evenly distributed across all servers. CTI route pointsare configured as part of a device pool in the Cisco Unified Communications Manager Server as theprimary CTIManager being used; it may be required to run the Cisco Unified CommunicationsManagersizing tool on a per-location or per-server basis.

• The Unified CM QSIG (Q Signaling) path replacement feature is not supported for Unified CCX calls.

• Unified CM Forced Authorization Codes and Client Matter Codes should be turned off for all routepatterns in the Unified CM cluster that are used by Unified CCX. Enabling these features for route patternsthat are not used by Unified CCX does not affect Unified CCX.

• For a list of unsupported features in Unified CM with Unified CCX, refer to the current release notes forUnified CCX.

• Unified CCX supports different sets of IP Phones as agent devices on the Unified CM and Unified CMplatform; not all agent devices can be used as IP Phone Agent. For a complete list of supported agentdevices, refer to the Cisco Unified CCX Software and Hardware Compatibility Guide available athttp://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.

• CAD supports only one localized language per Unified CCX cluster, which is determined at installation.As a result, all Cisco Agent and Supervisor Desktop applications in that Unified CCX cluster must usethe same language.

• Finesse allows each agent to set a language when logging in.

• An agent using Cisco Finesse Agent Desktop can log in using Extension Mobility but the agent phonemust be in the Unified CM cluster that is used by Unified CCX.

• Sometimes new releases of Unified CM will not support Unified CCX immediately at Unified CM firstcustomer ship (FCS) time. Some organizations may be early adopters of new Unified CM releases andmay be delayed from migrating to new Unified CM releases and using new Unified CM features ifUnified CCX is installed with that same Unified CM cluster. Therefore, in some situations, it makessense to have a separate Unified CM cluster for Unified CCX.

• Cisco Jabber runs in two modes: Deskphone Mode and Softphone Mode. Unified CCX only supportsCisco Jabber as an agent device in Softphone Mode.

Cisco Jabber for Windows is supported for a remote agent.Note


Deployment ModelsOther Design Considerations


• Cisco Agent Desktop and Cisco Supervisor Desktop does not support video operation if you are usingCisco Jabber for Windows as agent phone.

• The following features are not supported if you are using Cisco Jabber for Windows as agent phone:

• Multiline (ACD and non-ACD)

• Extension Mobility

Multiple Cisco Unified CCX Clusters Integrated with a Single Cisco UnifiedCommunications Manager Cluster

You can integrate multiple Unified CCX clusters with a single Cisco Unified Communications Managercluster.

There is no limit to the number of Unified CCX clusters supported with a single Unified CM cluster as longas the combined agent phones, CTI ports, and CTI route points that are utilized by all Unified CCX clustersare used to size Unified CM.

Note

• To determine if you need more than one CTI Manager, refer to the Cisco Unified CommunicationsSolution Reference Network Design (SRND), available at http://www.cisco.com/go/ucsrnd.

If your deployment requires more than one CTI Manager, you load-balance the Unified CCX and otherCTI applications across various CTIManagers in the cluster to provide maximum resilience, performance,and redundancy.

For additional information on CTIManager, refer to theCiscoUnified Communications Solution ReferenceNetwork Design (SRND), available at http://www.cisco.com/go/ucsrnd.

• If more than one Unified CM primary subscriber is required to support your configuration, distribute allagents equally among the Unified CM subscriber nodes. This configuration assumes that the busy-hourcall attempts (BHCA) is uniform across all agents.

• Each Unified CCX cluster is standalone and independent from other Unified CCX clusters. There is nocommunication or synchronization between the Unified CCX clusters. Agents should operate using onlyone Unified CCX cluster.

Unified CM Telephony Triggers (CTI Route Points) and CTI ports should be different across UnifiedCCX clusters.

• In the list of Resources in Unified CCXAdministration, each Unified CCX cluster displays all the agentsin the Cisco Unified Communications Manager cluster, even though the agents can operate and log into another Unified CCX cluster.

This situation requires that the Unified CCX Administrator be aware of which resources are associatedwith each cluster. The Unified CCXAdministrator can mitigate this situation by having a unique namingconvention for resources associated with a particular Unified CCX cluster.

• This deployment is not intended to provide Unified CCX redundancy across different Unified CCXclusters. If a Unified CCX cluster fails, the agents that operate in this cluster cannot operate in otherUnified CCX clusters. If another Unified CCX cluster is configured to accept the calls that were originally


Deployment ModelsMultiple Cisco Unified CCX Clusters Integrated with a Single Cisco Unified Communications Manager Cluster



sent to the Unified CCX cluster that failed, there will be no report integration between the Unified CCXclusters.

• This deployment does not change the characteristics and design considerations of each individual UnifiedCCX cluster. For example, within a Unified CCX cluster, high availability is still supported.

• If more than one Unified CCX cluster is integrated with the sameUnified CM cluster, all agents belongingto all the Unified CCX clusters are visible to administrators of all the Unified CCX clusters. Theadministrator must be aware of the agents belonging to the Unified CCX cluster that the administratormanages and configures.

Other Reference Designs

Cisco Remote Expert

For information about the supported Cisco Remote Expert reference designs, seeCisco Remote Expert MobileDesign Guide available at:

http://www.cisco.com/c/en/us/solutions/enterprise/design-zone/remote_expert.html


Deployment ModelsOther Reference Designs

http://www.cisco.com/c/en/us/solutions/enterprise/design-zone/remote_expert.html

C H A P T E R 3Features

• Desktops, on page 57• Inbound Voice, on page 64• Unified CCX Outbound Dialer, on page 64• Home Agent with Extend and Connect, on page 75• Remote Agent Over Broadband, on page 79• Unified CCX Web Chat, on page 79• Unified CCX Agent Email, on page 81• Reporting, on page 88• Video, on page 95• Configuration APIs, on page 96• Security, on page 96• Caller ID Support, on page 97• E.164 Support, on page 97

Desktops

Cisco Finesse

Introduction

Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experiencefor the various communities that interact with your customer service organization.

Cisco Finesse provides:

• A browser-based administration console and a browser-based desktop for agents and supervisors; noclient-side installations are required.

• A single, customizable cockpit or interface, that gives customer care providers quick and easy access tomultiple assets and information sources.

• REST APIs that simplify the development and integration of value-added applications and minimize theneed for detailed desktop development expertise.

The following table lists the availability of the Cisco Finesse service in the Unified CCX packages.


Table 24: Cisco Finesse service availability by license packages

Unified IP IVRUnified CCXStandard

Unified CCXEnhanced

Unified CCX PremiumService

Not availableNot availableAvailableAvailableCisco Finesse

Cisco Finesse functionalities

Cisco Finesse supports the following functionalities:

• Basic call control—Answer, hold, retrieve, end, and make calls.• Advanced call control—Make a consultation call and transfer or conference the call after the consultation.• Not Ready and Sign Out reason codes—Reasons that agents can select when they change their state toNot Ready.

• Wrap-up codes—Reasons that agents can apply to calls.• Phone books—List of contacts from which agents can select one to call.• Live Data gadgets—Display current state of agents, teams and CSQs in the contact center.

Unified CCX 10.6 does not support Email Live Data gadgets. Voice and ChatLive Data gadgets are only supported.

Note

• Customizable third-party gadgets• Cisco Communications Manager-based recording using MediaSense

• Scheduled call back—Request a callback at a specific callback phone number and also specify the timeor date of the callback.

• Reclassify—Reclassify a direct preview outbound call as busy, answering machine, fax, invalid number,or voice.

• Outbound agent—Supports outbound dialing including progressive, predictive, and direct previewmodes,allowing agents to handle both inbound and outbound dialing tasks.

• Multisession webchat—Allows agents to work on multiple chat sessions at the same time for increasedagent resource usage.

• Multisession email—Allows agents to work on multiple email sessions at the same time for increasedagent resource usage.

• Multiline—Provides multiple lines on agent phones.

• Extension mobility—Allows users to temporarily access their Cisco Unified IP Phone configuration suchas line appearances, services, and speed dials from other Cisco Unified IP Phones.


FeaturesCisco Finesse

• Team composition changes in Cisco Finesse are not updated dynamically. Log in again or refresh thebrowser session to see the changes.

• Transition to Logout state is possible only from Not Ready state.

• Limit the team that accesses Live Data reports to a maximum of 50 agents.

• Cisco Finesse is an alternative to Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco DesktopAdministrator.

• Unified CCX does not support concurrent use of Cisco Finesse Desktop and Cisco Agent or SupervisorDesktop. Deactivate Finesse when you want to use Cisco Agent Desktop or Cisco Supervisor Desktop.For more details, see the Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco UnifiedContact Center Express, located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.

• For comparison of Cisco Agent Desktop or Cisco Supervisor Desktop with Finesse desktops, seehttp://www.cisco.com/en/US/partner/products/ps11324/prod_white_papers_list.html.

• Migration tools are not available to migrate configurations between Cisco Agent Desktop or CiscoSupervisor Desktop and Finesse. When you migrate, manually recreate configurations such as reasoncodes, wrap-up codes, workflows, contacts, and phone books.

Note

You can configure the Cisco Finesse Agent and Supervisor Desktops to use Cisco gadgets and third-partygadgets through a layout management method. You can customize the Cisco Finesse Agent and SupervisorDesktops through the Cisco Finesse administration console. The administrators can define the tab names thatappear on the desktops and configure which gadgets appear on each tab. Cisco Finesse is deactivated bydefault. To activate Finesse, see the Cisco Unified Contact Center Express Operations Guide, located athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.

For information about supported browsers and operating systems, see the Cisco Unified Contact CenterExpress Software and Hardware Compatibility Guide at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.

Cisco Finesse supports Cisco Jabber for Windows as a contact center voice endpoint. Finesse supports thefollowing Jabber functionality:

• Call control• Built-In Bridge (BIB) for silent monitoring• IM and Presence

Finesse does not support video on Jabber endpoints.Note

Finesse Desktop latency

Finesse Agent and Supervisor Desktops can be located remotely from Unified CCX. The round-trip timebetween the Unified CCX server and the agent desktop must not exceed 200 ms.



http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html

http://www.cisco.com/en/US/partner/products/ps11324/prod_white_papers_list.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html




Bandwidth requirement for Cisco Finesse client to server

The agent and supervisor login operation involves loading web pages, and includes the CTI login and thedisplay of the initial agent state. After the desktop web page loads, the required bandwidth is significantlyless.

Because Cisco Finesse is a web application, caching can significantly impact the required bandwidth. Forexample, the first time an agent logs in, the number of bytes transmitted is approximately 2 megabytes. Ifcaching is enabled in the browser, during subsequent logins, the number of bytes transmitted is 0.134megabytes.

Because of additional gadgets on the supervisor desktop, this number is higher for a supervisor login(approximately 2.5 megabytes without caching and 0.325 megabytes with caching). To minimize the amountof bandwidth required for login, make sure that caching is enabled in the browser.

To help you with the bandwidth calculation, Cisco Finesse provides a bandwidth calculator to estimate thebandwidth required to accommodate the client login time.

Note that during failover, agents are redirected to the alternate server and are logged in automatically. Forexample, if you configure your bandwidth so that login takes 5 minutes and a client failover event occurs,agents will take 5 minutes to successfully log in to the alternate server.

The Cisco Finesse bandwidth calculator does not include the bandwidth required for any third-party gadgetsin the Cisco Finesse container or any other applications running on the agent desktop client.

The bandwidth listed in the bandwidth calculator must be available for Cisco Finesse after you account forthe bandwidth used by other applications, including voice traffic that may share this bandwidth. Theperformance of the Cisco Finesse interface, and potentially the quality of voice sharing this bandwidth, maydegrade if sufficient bandwidth is not continuously available.

Administration

The administrator can access the Cisco Finesse administration web user interface in read and write mode fromthe Unified CCX publisher node. From the Unified CCX subscriber node, access is read-only.

Finesse REST API

Cisco Finesse provides a RESTAPI that allows client applications to access the supported features. The RESTAPI uses secure HTTP (HTTPS) as the transport with XML payloads.

Cisco Finesse provides a JavaScript library and sample gadget code that can help expedite third-partyintegration. You can find developer documentation for the REST API, the JavaScript library, and samplegadgets at this location: http://developer.cisco.com/web/finesse/docs.

Silent monitoring

The supervisors can monitor agents calls using Unified Communications Manager-based silent monitoringwith Cisco Finesse.

Cisco Finesse does not support SPAN port-based monitoring and desktop monitoring to silent monitor theagent.

Recording

Cisco Finesse workflows can be used to record agent calls using Cisco Unified Communications Managerwith Cisco MediaSense or Cisco Workforce Optimization.



http://www.cisco.com/en/US/products/ps11324/prod_technical_reference_list.html

http://developer.cisco.com/web/finesse/docs

The agent phone must have built-in-bridge (BIB) support enabled for Cisco Unified CommunicationsManager-based call recording and monitoring to work with Cisco Finesse.

For information about the phones that have built-in-bridge support, see the Software and HardwareCompatibility Guide for CiscoUnified CCX and CiscoUnified IP IVR at this location: http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.

Note

For information about recording APIs, see the Cisco Finesse Web Service Developer Guide athttp://developer.cisco.com/web/finesse/docs.

Cisco MediaSense Search and Play Gadget

The Search and Play gadget available on the Supervisor desktop allows you to access all recordings stored inMediaSense.

Recording Tag

Recordings initiated by Unified CCX and stored in Cisco MediaSense are tagged with semantic, contextualmetadata. If participants of the call that is being recorded change, there is no change in tags for that call. Thesetags are prefixed by CCX: and contain the following parameters:

• agent = <agent ID> of each logged-in Unified CCX agent who participated in the recording.

• team = <team name> of all those teams whose agents have participated in the recording.

• CSQ = <CSQ name> of that CSQ where the call being recorded was queued and processed.

For example, Tag: CCX:agent=abc,team=Deafult,CSQ=Auto_CSQ.

These tags enable supervisors and agents to filter and search recordings in CiscoMediaSense Search and PlayGadget based on one or a combination of the parameters.

Multiline support

Finesse supports the use of multiple lines on agent phones. You can configure one or more secondary lineson an agent phone. The agent's ACD line must be in button positions 1 - 4. Any calls on the observed linesare reported in the historical reports. However, Finesse blocks any events that are sent by the CTI server as aresult of call activity on an agent’s non-primary/non-ACD line (lines other than the one the agent is loggedinto). These events are not published to Finesse clients. No information about calls that are handled onnon-primary/non ACD line appears on the Finesse desktop.

For example, if Agent A uses his non-ACD line to call Agent B (on Agent B's primary/ACD extension), thecall does not appear on Agent A's desktop. The call appears on Agent B's desktop because Agent B receivedthe call on the primary/ACD extension.

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

NAT support

Cisco Finesse does not support NAT.

IPv6 support

Cisco Finesse provides support for IPv6 with Unified CCX.





http://developer.cisco.com/web/finesse/docs

E.164 support

Unified CCX agents and supervisors can login to Finesse with ‘+’ (plus sign) as prefix. Finesse also supportsE.164 for the following:

• Enterprise Data• Phone Book Contacts• Workflow Rules or Conditions

Cisco Agent Desktop

Cisco Agent Desktop Integration with Cisco IM and Presence

CAD agents and supervisors communicate with each other through the chat services built into the desktopapplications. If you have deployed Cisco IM and Presence in their environments, agents and supervisors canuse these same desktop applications to see the presence status of SMEs as well as other critical members ofthe enterprise, and to initiate chat sessions with them. The SMEs use the Cisco Unified Personal Communicatorto initiate chat sessions with agents who are configured as Cisco IM and Presence users and respond to thechat requests from them. SMEs can also use Microsoft Office Communicator. The Cisco IM and Presenceintegration feature is available in the Standard, Enhanced, and Premium packages.

For example, a customer calls a Cisco Unified Contact Center that has integrated Cisco IM and Presence withCAD. The customer's call is routed to an available agent. If the agent requires assistance in addressing thecaller's needs, the agent can launch the contact selection window from the Agent Desktop toolbar. The contactselection window will display the presence status of other agents, supervisors, and SMEs who are assignedto the agent's work flow group. The agent can then select a contact who is available and initiate a chat sessionwith the contact. If appropriate, the agent can also use the contact selection window to conference a contactinto the call, or even transfer the customer's call to the contact.

This figure and the description that follows describe how various components of Cisco Agent Desktop andCisco IM and Presence interface with each other.


FeaturesCisco Agent Desktop

Figure 5: Interface Between Cisco Agent Desktop and Cisco IM and Presence

1. Cisco Desktop Administrator retrieves the LDAP configuration profile through the SOAP Interface.

2. Cisco Desktop Administrator binds to the LDAP server for SME searches and information, such as nameand telephone number.

3. Administrator places SMEs in logical groups called contact lists and then assigns them to specific workflow groups. Administrators can segment contact lists and ensure that only those agents assigned to aspecific work flow group have visibility to the appropriate contact list. This configuration is saved inCAD's LDAP so that each agent or supervisor does not have to access the Unified Presence's LDAP serverwhich might have limitations on number of connections. Administrators can also control the supervisor'sability to see the agent's present state.

4. CAD retrieves the contact list associated with the agent's workflow group.

5. CAD retrieves various configuration profiles through the SOAP interface, for example, Unified Presenceserver information.

6. CAD sends a SIP REGISTER to register with Cisco IM and Presence, followed by individual SIPSUBSCRIBE messages for each user in its contact list. CAD also sends a SIP SUBSCRIBE for“user-contacts” for contacts configured on Cisco IM and Presence. A SIP NOTIFY is received whenevera contact in the contact list changes state. CAD does not allow agents to change their presence states. Itonly sends a single SIP PUBLISH message to Cisco IM and Presence when an agent logs in.


FeaturesCisco Agent Desktop

Call Control is done through the existing CADmainwindow using CTI. All SIP traffic and presence informationsent between CAD and Cisco IM and Presence is not encrypted and is done through TCP or UDP.

Cisco IM and Presence can assign the users registered with it across all nodes within the Cisco IM and Presencecluster. If the user attempts to connect to a node that is not assigned to him, CAD will connect to the SOAPand Presence servers specified in redirect messages from the publisher.

All communication between CAD agents and supervisor is through Cisco IM and Presence server and is notrouted through any CAD server. Refer to the chapter on Cisco IM and Presence in the Cisco UnifiedCommunications SRND for deployment guidelines.

Inbound Voice• Integrated IVR, call queuing, and routing

• Out-of-the-box support for scripting the business logic

• Enterprise database and document manipulation using scripting tool

• Real-time statistics to make run-time decisions

• Full scale automated speech recognition, text to speech and Voice XML scripting

• Context Service integration to provide interaction history and run-time decisions.

Codec SupportUnified CCX supports the following codecs:

• G.711 a-law and μ-law• G.729

Unified CCX Outbound DialerUnified CCX supports the following outbound dialers:

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

Agents can log in using Cisco Agent Desktop (CAD) or Cisco Finesse agent desktop.

Unified CCXOutbound IVRDialer (Progressive and Predictive)—Allows for outbound calls to be placedto contacts in a campaign and subsequently for live contacts to be serviced by an IVR application. Call ProgressAnalysis (CPA) capabilities of the SIP Voice gateway are used to filter non-live contacts (which could be faxand 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 callcan be ended. An outbound IVR call that is answered by a customer contact but cannot be serviced due tounavailability of an IVR port is said to be abandoned.

Unified CCX Outbound Agent Dialer (Progressive and Predictive)—Allows for outbound calls to beplaced to contacts in a campaign and subsequently for live contacts to be serviced by agents. Call ProgressAnalysis (CPA) capabilities of the SIP Voice gateway are used to filter non-live contacts (such as fax and no


FeaturesInbound Voice

answer). Calls that are answered by a customer are transferred to an agent. An outbound call that is answeredby a contact but cannot be serviced due to unavailability of an agent can be transferred to a CTI route pointto be serviced by an associated IVR application.

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

Note

Functional DescriptionThere are three types of dialing modes in outbound: Direct Preview, Progressive, and Predictive.

Direct PreviewThe direct preview dialing mode uses a three-stage process to make an outbound call. The first stage is to findan available agent and retrieve the customer information for making the outbound call. The second stage isthe reservation call, which reserves an agent and sends 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 decidewhether to accept the call by pressing the corresponding button on Cisco Agent Desktop or Cisco Finesse. Ifthe agent does not accept the call, the call is handled by other outbound agents or closed for the campaign. Ifthe agent does accept the call, direct preview outbound kicks in the last stage where CommunicationsManageris instructed to place the outbound call using the agent's phone. When the outbound call is answered, directpreview outbound 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 arenormally supported on inbound calls (transfer, conference, hold, retrieve, and so on). The agent can alsoreclassify a direct preview outbound call as busy, answering machine, fax, invalid number, or voice. Bydefault, a call is classified as voice.

Progressive and PredictiveThe Outbound feature supports two types of dialing modes progressive and predictive for IVR and agent-basedcampaigns. Each dialer dials an appropriate number of contacts to make efficient use of the available systemresources (IVR ports and agents). Both progressive and predictive algorithms use Lines Per Port (LPP) todetermine the number of outbound calls to place per available IVR port for IVR-based campaigns and LinesPer Agent (LPA) to determine the number of outbound calls to place per available agent for agent-basedcampaigns.

Progressive Dialing Mode

For IVR

Progressive algorithm uses the LPP value that is configured by the administrator through Unified CCXAdministration. The outbound dialer uses the SIP gateway to place outbound calls, and uses the Call ProgressAnalysis (CPA) capability of the SIP gateway to filter outbound calls. The SIP gateway filters out non-livecontacts such as fax, invalid number, and no answer and forwards only the live calls answered by a customercontact to an IVR port.

For example, if the Number of Lines Per Port is 3 and x number of dedicated ports are available, then theoutbound dialer dials 3X outbound calls.


FeaturesFunctional Description

Depending on the number of calls that get abandoned due to the shortage of dedicated ports, you can adjustthe LPP value manually to make the calls efficiently.

An abandoned call occurs when a customer answers the phone, but no port is available to serve the customer.The abandoned call rate must be set to comply with the applicable government regulations.

For Agent

Progressive algorithm uses the LPA value that is configured by the administrator through Unified CCXAdministration. The outbound dialer uses the SIP gateway to place outbound calls and uses the Call ProgressAnalysis (CPA) capability of the SIP gateway to filter outbound calls. The SIP gateway filters out non-livecontacts such as fax, invalid number, and no answer and forwards only the live calls answered by a customercontact to an agent.

For example, if the Number of Lines Per Agent is 3 and x number of agents are available, then the outbounddialer dials 3X outbound calls.

Depending on the number of calls that get abandoned due to the shortage of agents, you can adjust the LPAvalue manually to make the calls efficiently.

An abandoned call occurs when a customer answers the phone, but no agent is available to serve the customer.The abandoned call rate must be set to comply with the applicable government regulations.

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

Note

Progressive Dialing Description

The Outbound subsystem checks the licensing information to determine the number of available ports andagents for the campaign.

For IVR

The dialer multiplies the available ports for the campaign with the LPP value configured by the administrator.Based on this output and the number of contacts, the contacts are dialed out. For instance, if 50 ports areavailable for a campaign and if you have configured the LPP as 2 through Unified CCX ApplicationAdministration web interface or REST API, then the dialer can dial 100 contacts.

The SIP gateway performs call progressive analysis of the call and informs the outcome of the call to UnifiedCCX. All of the dialed contacts, which turn out to be live voice, are connected to the CTI port that plays anIVR script and remaining calls are disconnected.

Dialer Action for the Following IVR-Based Call Scenarios:

• If the dialer detects more contacts with live voice than the available ports, then the dialer drops thesecalls as abandoned calls. If the dialer detects fewer contacts with live voice, then the dialer will connectthose calls to the CTI port, and the remaining CTI ports are freed.

• If the dialer detects an answering machine, then it connects to the CTI port that plays the IVR script orabandons the call, depending on the option selected in the Answering Machine Treatment field in theCampaign Configuration web page.

• If the dialer detects a fax, modem, or an invalid number, then the dialer abandons the call.


FeaturesProgressive Dialing Description

• If the dialer detects a call as low volume, then it considers the call to be live voice. The dialer connectsthe call to the CTI port that plays the IVR script or abandons the call depending on the option selectedin the Handle Low Volume as Voice field in the Campaign Configuration web page.

For Agent

The dialer multiplies the reserved agents for the campaign with the LPA value configured by the administrator.For instance, if 50 agents are available for a campaign and if you have configured the LPA as 2 throughUnified CCX Application Administration web interface or REST API, then the dialer can dial 100 contacts.

The SIP gateway performs call progressive analysis of the call and informs the outcome of the call to UnifiedCCX. All the dialed contacts, which turn out to be live voice, are connected to an agent and the remainingcalls are disconnected.

Dialer Action for the Following Agent-Based Call Scenarios:

• If the dialer detects more contacts with live voice than the reserved agents, then the dialer connects tothe CTI port that plays the IVR script or abandons the call, depending on the option selected in theAbandoned Call Treatment field in the Campaign Configuration web page. If the dialer detects fewercontacts with live voice, then the dialer connects those calls to the agents in Reserve state, and theremaining agents in Reserve state are moved to Ready state.


• If the dialer detects a fax, modem, or an invalid number, then the dialer drops the call.

• If the dialer detects a call as low volume, then it considers the call as live voice and connects the call toan available agent or abandons the call depending on the options selected in the Handle Low Volume asVoice field in the Campaign Configuration web page.

In a LAN deployment:

• For IVR-based campaigns, the call is connected to an IVR port within two seconds.

• For agent-based campaigns:

• The call is connected to an agent within two seconds. If agents are not available to handle the call,then the call is connected to an IVR port within two seconds.

• If Agent AutoAnswer is enabled in the Configure General Outbound Properties web page and thedialer detects the outbound call to be live voice, then the call is connected to the agent within twoseconds.

Note

Predictive Dialing Mode

For IVR

Predictive algorithm dynamically varies the LPP between a minimum value of one and maximum value thatis configured to ensure that the abandon rate does not exceed the threshold configured through Unified CCX


FeaturesPredictive Dialing Mode

Administration (abandon rate is the percentage of live calls that had to be dropped due to the unavailabilityof an IVR port). The abandon rate is corrected over a period of time.

For Agent

Predictive algorithm dynamically varies the LPA between a minimum value of one and maximum value thatis configured to ensure that the abandon rate does not exceed the threshold configured through Unified CCXAdministration (abandon rate is the percentage of live calls that had to be dropped due to the unavailabilityof an agent). The abandon rate is corrected over a period of time.

Predictive Dialing Description

The Outbound feature in predictive dialing works by keeping outbound dialing at a level where the abandonedrate is below the maximum allowed abandon rate. For example, each campaign is configured with a maximumallowed abandon rate.

For IVR

The dialer continuously increments the number of lines being dialed per port until the abandon rate rises tothe preconfigured maximum abandon rate. At this point, the dialer begins lowering the lines per port until theabandon rate goes below the preconfigured maximum. The dialer stays just below the preconfigured maximumabandon rate.

Under ideal circumstances, the dialer internally targets an abandon rate of 85 percent of the preconfiguredmaximum abandon rate. Due to the random nature of outbound dialing, the actual attainable abandon rate atany point in time may vary for your dialer.

When a campaign starts for the first time, the predictive algorithm uses the seed value of LPP configuredthrough the AppAdmin web interface. For subsequent start of the campaign, the predictive algorithm uses thelast corrected LPP value.

The frequency of correction and amount of correction is determined by the Predictive Correction Pace andthe Predictive Gain configured.

The Predictive Correction Pace determines the pace at which the correction occurs. The correction occurs initerations where each iteration size is 25 percent (Predictive Correction Pace/4) of live voice calls that aresuccessfully transferred to the IVR port. The correction factor determines the amount of correction that hasto be applied. After every iteration, the predictive algorithm calculates the correction factor and multiples itwith the Predictive Gain to determine the final amount of correction to apply.

We advise not changing the Predictive Correction Pace and Predictive Gain values unless there is an immediaterequirement to control the output of the predictive algorithm. For example, in situations where a campaignruns for a very short time and the LPP needs to be corrected at a faster pace, you can reduce the PredictiveCorrection Pace and ensure that the value in the Predictive Gain field is 1.0, which is the maximum value.

Note

Dialer Action for the Following IVR-Based Call Scenarios:


• If no IVR ports are available to handle the call, then the dialer abandons the call.


FeaturesPredictive Dialing Description

For Agent

The dialer continuously increments the number of lines being dialed per agent until the abandon rate rises tothe preconfigured maximum abandon rate. At this point, the dialer begins lowering the lines per agent untilthe abandon rate goes below the preconfigured maximum. The dialer stays just below the preconfiguredmaximum abandon rate.

Under ideal circumstances, the dialer internally targets an abandon rate of 85 percent of the preconfiguredmaximum abandon rate. Due to the random nature of outbound dialing, the actual attainable abandon rate atany point in time may vary for your dialer.

When a campaign starts for the first time, the predictive algorithm uses the seed value of LPA configuredthrough the AppAdmin web interface. For subsequent start of the campaign, the predictive algorithm uses thelast corrected LPA value.

The frequency of correction and amount of correction is determined by the Predictive Correction Pace andthe Predictive Gain configured.

The Predictive Correction Pace determines the pace at which the correction occurs. The correction occurs initerations where each iteration size is 25 percent (Predictive Correction Pace/4) of live voice calls that aresuccessfully transferred to the agent. The correction factor determines the amount of correction that has to beapplied. After every iteration, the predictive algorithm calculates the correction factor and multiples it withthe Predictive Gain to determine the final amount of correction to apply.

We advise not changing the Predictive Correction Pace and Predictive Gain values unless there is an immediaterequirement to control the output of the predictive algorithm. For example, in situations where a campaignruns for a very short time and the LPA needs to be corrected at a faster pace, you can reduce the PredictiveCorrection Pace and ensure that the value in the Predictive Gain field is 1.0, which is the maximum value.

Note

Dialer Action for the Following Agent-Based Call Scenarios:


• If no agents are available to handle the call, then the dialer connects to the CTI port that plays the IVRscript or abandons the call, depending on the option selected in the Abandoned Call Treatment field inthe Campaign Configuration web page.

In a LAN deployment:

• For IVR-based campaigns, the call is connected to an IVR port within two seconds.

• For agent-based campaigns:

• The call is connected to the agent within two seconds. If agents are not available to handle the call,then the call is connected to an IVR port within two seconds.

• If Agent AutoAnswer is enabled in the Configure General Outbound Properties web page and thedialer detects the outbound call to be live voice, then the call is connected to the agent within twoseconds.

Note


FeaturesPredictive Dialing Description

High Level ComponentsThis figure describes the components deployed in Cisco Unified Outbound:Figure 6: Cisco Unified Outbound Components

Gateway RequirementsTo make outbound calls using the gateway, ensure the following is completed:

• CPA (Call Progress Analysis) is enabled on the gateway.

• Dial peer is configured for Unified CCX trigger DN (Directory Number) and for agent extension. Formore details on dial peers, refer to the “Dial Peer Configuration for Outbound” section of the UnifiedCCX Administration Guide.

If Unified CCX detects that CPA is disabled on the gateway, then the contact thatis dialed out for outbound is marked as failed. The same contact is retried afterthe configured Dialer Abandoned Delay.

Note

Detect CPA State

To detect if CPA is disabled, Unified CCX depends on the provisional message (180 ringing /183 sessionprogress) that is sent by the gateway as a response to the SIP invite.

If the provisional message contains the string “event = disabled,” then Unified CCX detects the CPA asdisabled. In all other scenarios, including when the gateway does not send a provisional message, UnifiedCCX assumes that CPA is enabled.

If gateway does not send the provisional 18X messages and CPA is disabled on the gateway, then UnifiedCCX waits for a maximum of 10 seconds after the call is answered or until the customer disconnects the call(whichever is earlier) and marks the contact as failed. The same contact is retried after the configured DialerAbandon Delay.

Note


FeaturesHigh Level Components

See the Cisco IOS configuration guides available athttp://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html for moreinformation on gateways.

ScalabilityThese capacities and limits are supported for outbound:

• Preview outbound supports a maximum of 150 agents.

• Progressive and predictive agent-based outbound supports a maximum of 150 agents.

• Progressive and predictive IVR-based outbound supports a maximum of 150 IVR ports. The number ofactive outbound IVR ports is limited by the maximum number of outbound IVR ports that are supportedfor a given platform. Because IVR for inbound and outbound compete for the same set of IVR ports, theactual number of active IVR ports in use for inbound and outbound depends on multiple parameters:

• Number of licensed inbound ports

• Number of licensed outbound ports

• Sum of the number of ports dedicated across outbound IVR campaigns

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

Call Flow Description

Direct Preview ModeIn the direct preview mode, the agent hears the ring-out on the agent phone. The direct preview call flowfunctions as illustrated in this figure and in the description that follows.Figure 7: Call Flow for Direct Preview Mode

1. Import contacts for a direct preview campaign.


FeaturesScalability

http://www.cisco.com/c/en/us/support/ios-nx-os-software/ios-software-releases-12-4-mainline/products-installation-and-configuration-guides-list.html

2. The dialer reserves an available agent and sends a reservation call to the agent desktop. At the same time,a screen pops that contains the customer information and is presented to the agent. The agent reviews thecustomer data and decides whether to take the call.

3. Agents can choose to accept or reject the reservation call. If the agent chooses to accept it, the agent clicksthe Accept button on the desktop.

• Agents using CAD have the option to skip or cancel the reservation call.

• Agents using Cisco Finesse agent desktop have the option to decline or close the reservation call.

Note

4. Once agent accepts the call, the dialer instructs Cisco Unified Communications Manager (CUCM) toplace an outbound call from the agent phone. Because this call is a direct preview call, the agent immediatelyhears the ringback of the customer phone.

5. When the call is answered, the dialer closes the contact, classifies it as a voice call. The agent can reclassifya call as an answering machine, fax, or an invalid number from the desktop accordingly.

Progressive and Predictive IVR ModeThe call flow description for outbound IVR is illustrated in this figure and in the description that follows.Figure 8: Call Flow for IVR Mode

1. Import the contacts for an IVR-based progressive or predictive campaign.

2. Outbound dialer determines the number of contacts to dial as per the configured algorithm (progressiveor predictive) and places outbound calls using SIP through the voice gateway. The voice gateway detectslive contact through its CPA capabilities and sends status of live contact to the dialer.

3. The dialer uses this to update contact status information in the configuration database and also sends aSIP refer message to the SIP gateway which then transfers the call to the Cisco Unified CM Triggerassociated with the campaign.

4. The call is established between the IVR port and the customer.


FeaturesProgressive and Predictive IVR Mode

Progressive and Predictive Agent ModeThe call flow description for agent outbound is illustrated in this figure and the description that follows.Figure 9: Call Flow for Agent Mode

1. Import the contacts for an agent-based progressive or predictive campaign.

2. The dialer requests the Resource Manager to reserve the agent. The Resource Manager reserves the agentby moving the agent to Reserved state.

3. Outbound dialer determines the number of contacts to dial as per the configured algorithm (progressiveor predictive) and places outbound calls using SIP through the voice gateway. The voice gateway detectslive contact through its CPA capabilities and sends status of live contact to the dialer.

4. The dialer uses this information to update contact status information in the configuration database andalso sends a SIP refer message to the SIP gateway, which then transfers the call to the Cisco Unified CM.Cisco Unified CM transfers the call to the reserved agent on Cisco Unified CCX server.

5. The Outbound subsystem then associates the call to the reserved agent.

Agent AllocationThe Outbound subsystem allocates agents for outbound calls by:

• Pulling a batch of contacts from the db_cra database

• Assigning a Ready agent to each by reserving the agents for outbound calls

• Presenting them with the outbound calls

CAD agents are presented with direct preview outbound calls. Finesse agents are presented with direct preview,progressive, and predictive outbound calls.

Note

Agent Allocation for Direct Preview Campaigns

Agents are chosen from the CSQ using the same criteria configured in Unified CCX Administration GUI forinbound calls. If an agent accepts a direct preview outbound call, the Outbound subsystem initiates a call on


FeaturesProgressive and Predictive Agent Mode

the agent's behalf. If the agent rejects the contact, the agent reservation is cancelled and the agent becomesReady again and may be presented with either an outbound call or an inbound call. The contact that wasrejected is assigned to another agent. If the agent decides to skip the contact, the agent reservation is notcancelled. Instead, the skipped contact gets assigned to another (or the same) agent.

The agent's response such as accept, skip, and reject is saved in the database for each contact presented duringa campaign. If the agent does not respond within the timeout configured on the General page of the Outboundsubsystem configuration in Unified CCX Administration GUI, the Outbound subsystem moves the agent toNot Ready state (similar to an inbound Not Ready state) and assigns the contact to another agent. The statusof the contact (for example, the contact can be closed or needs to be dialed again) and the call result (forexample, the contact was reached successfully or contact was not at home) is recorded in the database andthis data is presented in the real-time and historical reports.

Agent Allocation for Progressive and Predictive Campaigns

Agents are chosen from the CSQ using the same criteria configured in Unified CCX Administration GUI forinbound calls. If an agent accepts a progressive or predictive outbound call, agent is reserved for an outboundcall. The outbound dialer uses the SIP gateway to place outbound calls. The SIP gateway filters out non-livecontacts such as fax, invalid number, and no answer and forwards only the live calls answered by a customercontact to an agent. It is recommended to enable Agent Autoanswer so that the call presented to the agent isautomatically answered. A beep tone notifies the agent that the call has been answered.

If Agent AutoAnswer is not enabled and the agent does not answer the call, then the call is abandoned andagent moves to Ready or Not Ready depending on the option selected for the Agent State after Ring NoAnswer field in System Parameters Configuration web page. The status of the contact (for example, the contactcan be closed or needs to be dialed again) and the call result (for example, the contact was reached successfullyor contact was busy) is recorded in the database and this data is presented in the real-time and historical reports.

Calls made by the Outbound subsystem will not be displayed in the Contacts Summary Real-Time Report.Note

Deployment GuidelinesThe following guidelines should be followed when deploying outbound:

• Outbound supports a maximum of 15 active campaigns and a maximum of 1 million active outboundrecords for each campaign.

• Outbound does not come preinstalled with any US National Do Not Call lists. The system administratorshould 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 and CAD agents (only for direct preview outbound) are supported. IPPA agents are not supported.

• Direct preview outbound cannot detect an answeringmachine, fax, or modem. The agent should manuallyreclassify the call to “answer machine” or “fax” from the desktop. The contact will be called again usingthe 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 isanswered by the media other than a person, such as an answering machine or fax machine.


FeaturesDeployment Guidelines

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

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 primaryengine. However, if the SIP gateway is installed over the WAN from the Unified CCX primary engine,it is still supported but not recommended.

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

Note

• No redundancy of the SIP gateway or usage of any SIP Proxy is supported.

• The protocol supported between the SIP Gateway and Unified CM for transferring the outbound call toan 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.

Home Agent with Extend and ConnectDefinitions

• CTI Remote Device — New device type that represents the user’s off-cluster phones, which the usersplan to use with Cisco Unified Communications applications. The device type is configured with one ormore 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, homeoffice 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 acceptinbound and outbound calls. This feature works with Cisco Jabber in Extendedmode and the newCTI RemoteDevice type and enables applications to have limited call control capability over third-party devices of anuser. Configure all third-party devices or end points of an user as remote destinations on a virtual CTI RemoteDevice. You can configure third-party devices or end points of an user from Cisco Unified CommunicationsManager administration console.

If there is an active remote destination set for a remote device, a call to that device is placed only to the activeremote destination.


FeaturesHome Agent with Extend and Connect

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

Feature Availability by License Package

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

Unified IP IVRUnified CCXStandard

Unified CCXEnhanced

Unified CCXPremium

Feature

Not availableNot availableAvailableAvailableExtend and Connect

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 savesconnection establishment time for each call.

A persistent connection call is made to the active remote destination during agent login. The agent answersthe persistent connection call only from a configured remote destination. ICD calls are placed over persistentconnection. The agent moves to Ready state after answering the persistent connection call. Unified CCX playsan announcement upon answering persistent connection call provided that announcement is configured withthe identifier as “UCCX Persistent Connection Prompt”.

After the persistent connection is established for incoming calls, Unified CCX plays an announcement onpersistent connection provided that announcement is configured with identifier as "UCCX Customer CallPrompt". The agent’s remote device displays the caller ID during the ICD call provided that the remote devicehas a provision to display caller information. The caller ID name is displayed as EC Mode. The callerinformation remains displayed until the next call is placed on the persistent connection call. By default, UnifiedCCX 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 connectionduration using theMaximum 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 allowedto move to Ready state until the persistent connection call is established. The persistent connection call isdropped after the agent logs out.

The following figure shows the persistent connection call flow:



Figure 10: Persistent Connection Call Flow

The following figure shows a persistent connection incoming call:Figure 11: 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 supported for persistent connection with Cisco Supervisor Desktop (CSD); however,is not supported with Cisco Finesse.

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

• The supervisors cannot initiate recording for remote agents using Cisco MediaSense directly. For moreinformation about CiscoMediaSense, see theCisco Unified CCXAdministration guide, Release 10.5(1)at:



http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

• The supervisors cannot initiate recording for remote agents using CiscoMediaSense directly, but recordingcan be achieved using Gateway forking. For more information about Cisco MediaSense, see the at:


• 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:Figure 12: Signaling Flow

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 UnifiedCommunications Manager Version 10.x.

2. Configure ICT between Cisco Unified CommunicationsManager Version 10.x and Cisco Unified Presenceserver Version 10.x.

Call by Call Mode

Unified CCX administrator can switch off persistent connection using Unified CCX Administration page toenable 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 readyfor the next call.

Remote Agent Over BroadbandUnified CCX supports remote agents (for example, at-home agents) using Cisco Unified IP Phone over abroadband internet connection. The Cisco Voice and Video Enabled IPSec VPN (V3PN) ADSL or Cableconnection can use a Cisco 800 Series router as an edge router to the broadband network. The Cisco routerscan provide the remote agent with V3PN, Encryption, Network Address Translation (NAT), Firewall, CiscoIOS Intrusion Detection System (IDS), and QoS on the broadband network link to the Unified CCX campus.Remote agent V3PN aggregation on the campus is provided via LAN to LAN VPN routers.

The following are the features for remote agent over broadband:

• Quality of Service (QoS) with Low-Latency Queuing (LLQ) and Class-Based Weighted Fair Queuing(CBWFQ) support

• Managed Switch

• Power over Ethernet (optional)

Cisco does not support using the Cisco 850 and 860 Series routers for this application because they havelimited QoS feature support.

The Cisco VPN Client feature available in select Cisco Unified IP Phones provides another option for remoteagents to connect their IP Phones to the enterprise.

The enterprise will need to deploy and set up a Cisco ASA 5500 series Adaptive Security Appliance whichsupports SSL VPN connectivity as detailed in the following link:

http://www.cisco.com/en/US/products/ps6120/products_configuration_example09186a008071c428.shtml

The VPN feature needs to be configured on the Cisco Unified Communication Manager as per the CiscoUnified Communications Manager Security Guide.

The Cisco Unified IP Phone should then be configured within the enterprise as detailed in the Cisco UnifiedIP Phone Administration Guide for Cisco Unified Communications Manager. This guide can be accessed atthe following location:

http://www.cisco.com/en/US/docs/voice_ip_comm/cuipph/7962g_7961g_7961g-ge_7942g_7941g_7941g-ge/8_0/english/administration/guide/62adm80.html

This guide also has the list of Cisco Unified IP Phones that support the VPN Client feature.

After the IP Phone has been configured in the enterprise, the agent can then take it home and connect it to aregular broadband router to obtain VPN connectivity to the enterprise. The agent will then be able to use theconfigured extension for receiving and placing calls from home.

Unified CCX Web ChatWeb Chat is supported with both Cisco Agent Desktop-based deployment and Finesse-based deployment.Multisession is supported only with Cisco Finesse. As part of the Premium offering, Unified CCX agents canservice incoming customer chat requests either by using the Agent Web Chat Application from the CiscoAgent Desktop or by using Cisco Finesse. For information about the available features, seeWeb Chat ContactDistribution, on page 35.


FeaturesRemote Agent Over Broadband

http://www.cisco.com/en/US/products/ps6120/products_configuration_example09186a008071c428.shtml

http://www.cisco.com/en/US/docs/voice_ip_comm/cuipph/7962g_7961g_7961g-ge_7942g_7941g_7941g-ge/8_0/english/administration/guide/62adm80.html

The administrator must add the Finesse agent layout. For more information, see the “Cisco Finesse” sectionof the Cisco Unified CCX Administration Guide, located at:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html

This feature requires a Cisco SocialMiner deployment to accept and relay the contact requests from a customerwebsite. One SocialMiner deployment can serve only one Unified CCX deployment (single node or highavailability deployment).

If SocialMiner is exposed to external traffic from the internet then SocialMiner must be within the DMZ.

Deployment Scenario 1: Customer Web Site in Demilitarized Zone (DMZ)Figure 13: Customer Web Site in DMZ

The Cisco Unified CCX is deployed inside the enterprise firewall and SocialMiner is deployed inside companypremises in the DMZ along with the customer website. The DMZ is open to all HTTP/HTTPS traffic fromthe Internet. The Unified CCX is shielded from all outside traffic except the traffic coming from the DMZzone. Even from the DMZ, the Unified CCX only responds on HTTP/HTTPS and BOSH (7443/7071) ports.


FeaturesDeployment Scenario 1: Customer Web Site in Demilitarized Zone (DMZ)



Deployment Scenario 2: Customer Web Site in Public Cloud or DomainFigure 14: Customer Web Site in Public Cloud or Domain

One variation of the preceding scenario can be an addition of a proxy server that can intercept and relay allcalls going to SocialMiner.

SocialMiner should only need to access a proxy server if it sits behind a corporate network firewall and hasto use an http or https proxy server for accessing an outside network. You should not need to give SocialMinera private NAT address, and doing so is not currently supported.

Note

Unified CCX Agent EmailUnified CCXAgent Email is supported with both Finesse-based deployment and Cisco Agent Desktop-baseddeployment.

For information about Finesse Agent Email, see Unified CCX Finesse Agent Email, on page 82.

For information about CAD Agent Email, see Unified CCX CAD Agent Email, on page 85.


FeaturesDeployment Scenario 2: Customer Web Site in Public Cloud or Domain

Unified CCX Finesse Agent EmailAs part of the Unified CCX Premium offering, Unified CCX supports agent email with Finesse.

For information about Cisco Agent Desktop-based email, see Unified CCX CAD Agent Email, on page 85.Note

The administrator must configure the Finesse Desktop Layout for agents and supervisors.

For more information, see “Cisco Finesse” section in the Cisco Unified CCX Administration Guide, Release10.6 at :

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

Finesse Agent Email requires the deployment of Cisco SocialMiner to handle the email and relay the contactrequests from a mail server. One SocialMiner deployment can serve only one Unified CCX deployment(single-node or high-availability deployment), and vice versa.

The Finesse Agent Email feature requires the use of an external mail server (Microsoft Exchange 2010 and2013 are supported). This mail server is not provided, installed, or configured as part of the Unified CCXinstallation. To communicate with the Exchange Server, SocialMiner uses secure IMAP (for message retrieval)and secure SMTP (for message sending). On the Exchange Server, enable IMAP (SMTP is enabled by default).

For more information about enabling IMAP, see section “Mail Server Configuration” in Cisco Unified CCXAdministration Guide, Release 10.6 at:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

Unified CCX allows email contacts to be routed to agents based on the email addresses to which they are sentby the customers. Finesse Agent Email feature uses skill-based routing and last-agent email routing.

Separate CSQs are required for Email. You must associate each Email CSQ with a separate email account onthe mail server. This account must be dedicated to the Finesse Agent Email feature and must not be used forother purposes. Agent association with Email CSQs is configured in the same manner as Voice CSQs byassigning skills and competency levels to the CSQ.

For information about Email Contact Distribution Features, see Finesse Agent Email Contact Distribution,on page 39.

Cisco Finesse provides a common chat and email state, separate from voice state. Blending ensures that agentscan handle voice, email, and chat contacts from the same desktop. Emails are routed only to agents that areassigned to at least one Email CSQ.

When an agent replies to the customer's email, the reply email address depends on the information in thecustomer's email. If the customer's email contains the Reply-to header field, the agent's reply email is sent tothe email address in the Reply-to header. If the Reply-to header is missing in the customer's email, the agent'sreply email is sent to the From address in the customer's email. The sender address of agent's email is theemail account associated with the Email CSQ on which the reply is being sent. Upon requeue, Unified CCXensures that the response is sent with the email address of the requeued CSQ as the From address.

Last Agent Email RoutingLast Agent Email Routing is a mechanism to route an email message to the agent who handled the last leg ofthe email conversation.


FeaturesUnified CCX Finesse Agent Email





Unified CCX makes an attempt to present the email to the last agent for a configurable amount of time. If theagent does not become available within the configured time, Unified CCX queues the email back to theintended CSQ to be routed to any other available agent.

The email allocation is lost in the following conditions:

1. If the customer changes the subject line before sending the reply, the email is no longer identified withthe last agent.

2. If the agent requeues the email and another agent responds to the customer, this email is now identifiedwith second agent thereafter.

RequeueFinesse Email agents can requeue emails to a different CSQ. A drop-down list of Email CSQs is available onthe Finesse Agent Desktop and the agent can choose to requeue to another CSQ.

SocialMiner in DMZUnified CCX is deployed inside the enterprise firewall. SocialMiner can be deployed inside the firewall orinside the company premises in the DMZ depending on whether it needs access to the Internet. Use Proxy orFirewall to limit all HTTP/HTTPS traffic to SocialMiner. All email traffic from the Internet can also besimilarly limited.

If SocialMiner is deployed in the DMZ, it needs access to the Exchange Server.

If SocialMiner is in the DMZ and the mail server is inside the enterprise firewall, the customers email messagesflow from the mail server inside the enterprise firewall to the SocialMiner in the DMZ and back to the agentinside the enterprise firewall.

Note

Unified CCX is shielded from all outside traffic except the traffic coming from the DMZ. Even from theDMZ, Unified CCX responds only on HTTP/HTTPS and BOSH (7443/7071) ports.

Unified CCX supports only Microsoft Exchange Server 2010 and 2013.Note


FeaturesRequeue

Figure 15: SocialMiner in DMZ

The following steps describe how an email is routed using the Finesse Agent Email feature:

1. SocialMiner connects to the mail server (IMAP) on startup for each configured email feed.

2. An email-capable agent in the Email CSQ logs in using the Finesse Agent Desktop.

3. The agent enters the Ready for Chat and Email state.

4. An end customer sends an email message to, for example, [email protected].

5. SocialMiner polls the configured email account based on the poll interval settings, fetches any unreademail messages, and notifies Unified CCX about the incoming email contact (sends metadata about theemail).

6. Unified CCX internally queues the email contact in the email CSQ andwaits for an email agent associatedwith the queue to become available.

7. Unified CCX assigns the email contact to the agent and informs the email control gadget on the FinesseAgent Desktop about the email contact.

8. The email control gadget automatically accepts the email contact.

9. When the agent selects the particular email tab on the Reply gadget, the email is fetched from the mailserver and presented to the agent.

10. The agent writes a response and presses the Send button. Email drafts are automatically saved everythree minutes. When email messages are requeued, saved drafts are presented to the new agent. Whenan agent logs out with unhandled email messages, these email messages are requeued to the same queuealong with the associated drafts.


FeaturesSocialMiner in DMZ

11. SocialMiner uses secure SMTP to send the response email message.

12. After it sends the response, the media gadget closes the email tab. Unified CCX closes the email contactand writes historical records.

Email Deployment Considerations

Table 25: Email path when SocialMiner is deployed in DMZ and the Exchange Server is in the enterprise LAN.

ConsiderationsEmail PathEmail Origin

Communication betweenSocialMiner and Exchange Serveris encrypted.

Email arrives at Exchange Serverthrough DMZ and is sent back toSocialMiner located in the DMZ.

External to Enterprise

Email is sent fromExchange Serverto SocialMiner located in the DMZ.

Internal to Enterprise

Security considerations to be taken care of on the Exchange Server:

• Implement Enterprise Security mechanisms to prevent attacks such as malware, Spam, Denial of Serviceattacks/Email flood.

• Train agents to recognize and prevent phishing attacks.

• There are external third-party solutions that detect phishing attacks.

For details of ports that are used in Unified CCX, see Appendix B “Port Utilization ” inCisco Unified ContactCenter Express Operations Guide at:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.

Unified CCX CAD Agent EmailAs part of the Premium offering, Unified CCX agents can service customer emails using the CAD interface.

CSD includes real-time displays and information that enable supervisors to manage email CSQs and theiremail capable agents. When creating a CSQ in Unified CCX Administration, you designate the CSQ as eitheremail or voice. A single CSQ cannot be both an email CSQ and a voice CSQ. Agent association with emailCSQs is done in the same manner as voice CSQs.

The agent states READY and NOT READY for email and voice are independent of each other. An agent canhandle both emails and voice calls simultaneously. An agent can receive emails only if he manually moveshimself to email READY state. Only agents that have been assigned to at least one email CSQ will see theemail functionality in CAD. Only supervisors that service at least one email capable team or at least one emailcapable agent will see email functionality in CSD.

The Agent email feature requires the use of an external mail store (Microsoft Exchange is supported). Thismail store is not provided, installed, or configured as part of the CAD installation.

Agent email uses the IMAPv4 (for message retrieval) and SMTP protocols (for message sending). Theseprotocol types must be enabled in the mail server and host/IP information must be specified using CiscoDesktop Administrator. These protocol types are not typically enabled by default. CAD and the Cisco DesktopAgent email Service make IMAP connections to the mail store. Cisco Desktop Agent Email Service also


FeaturesEmail Deployment Considerations



makes an SMTP connection to the mail store. Agent Email supports both secure and plain text connectionsto the mail store.

CAD components (Cisco Agent Desktop and Cisco Desktop Agent Email Service) will connect to the mailstore using a single dedicated mail store account. This account must be created by the mail store administrator.CAD must be configured to use this account through Cisco Desktop Administrator. This account should bea dedicated account, and not used for purposes other than the Agent Email feature.

While CAD uses a single email account, it can, and typically will, have multiple distribution list addressesassociated with that user. This email account and corresponding distribution lists must be configured manuallyby the mail store administrator. Routing information for the distribution list addresses can then be specifiedusing Cisco Desktop Administrator.

Review CSQs can be associated with normal email contact CSQs. Emails sent from a Contact CSQ associatedwith a Review CSQ will be transferred to the Review CSQ. Members of a Review CSQ who receive emailstransferred in this manner will be able to perform all of the normal email operations on the message, includingediting the draft, and transferring, requeuing, and sending the message.

Messages sent from a review CSQ will be sent using the configured email address of the original CSQ, whichthe message was sent from.

An additional restriction is imposed on the Transfer feature for normal CSQs which prevents transfer toReview CSQs.

Note

In addition to the CSQ setting, an agent must belong to a workflow group that has been configured to bereviewed. This configuration provides flexibility in configuring which agents should be reviewed, and to whatCSQ the reviewed messages are sent.

Note

Microsoft Exchange allows you to associate multiple email addresses with an email account. Administratorsmay be tempted to use this feature instead of distribution lists. However, Microsoft Exchange may rewritethe To: address in the incoming email to the primary address of the account, which then causes the AgentEmail feature to be unable to properly route emails to agents.

Note

Agent Email supports secure IMAP and SMTP connections to the mail store. For more details on the specificsecurity settings that are supported, see the Cisco CAD Installation Guide.

Note


FeaturesUnified CCX CAD Agent Email

Figure 16: Unified CCX Agent Email Components and Interfaces

The following steps describe how an email is routed using the Agent Email feature:

1. The Cisco Desktop Agent Email Service on the Unified CCX server connects to the mail store (IMAPand SMTP) on startup.

2. An email-capable agent in the email CSQ logs in using CAD. CAD connects to the Cisco Desktop AgentEmail Service and to the mail store (IMAP).

3. The agent goes to an email ready state. CAD requests an email from the Cisco Desktop Agent EmailService.

4. A customer sends an email to, for example, [email protected].

5. The website [email protected] is a distribution list with the Agent Email account as the onlymember. Microsoft Exchange presents the email to that account's inbox.

6. The Cisco Desktop Agent Email Service has been monitoring the Agent Email account inbox, and seesthe new email. Based on the routing rules specified in Cisco Desktop Administrator, it sees that emailsto [email protected] are associated with the email CSQ and that an agent in the email CSQ isin the Ready state. The service then assigns the email to the agent and notifies the agent.

7. CAD receives notification of the assignment and retrieves the email from the mail store directly.

8. The agent is presented with the email from the customer.

9. The agent authors a response and presses the Send button.

10. If review CSQs are enabled, the message is routed to the review CSQ before final approval is sent out.

11. The agent's response is saved to the outbox folder on the mail store using IMAP commands.

12. The Cisco Desktop Agent Email Service periodically checks the outbox folder and sends all messagesin it.

Table 26: Integration with Cisco Unified Communications Manager IM and Presence Server with Unified CCX Seat License FeaturesAvailable in Each Unified CCX Package


Integration with IM and Presence Server with Cisco Unified Contact Center Express Seat License


FeaturesUnified CCX CAD Agent Email


IncludedIncludedIncludedSupport for IM andPresence Server

IncludedIncludedIncludedSupport for IM andPresence Server faulttolerance

IncludedIncludedIncludedSupport for interclusterand foreign domains assupported by IM andPresence Server

IncludedIncludedIncluded

This feature is availableonly for Cisco AgentDesktop.

Contact (“buddy”) listsunder administratorcontrol; contact lists areassigned to workflowgroups; agents havevisibility to appropriatecontacts only

Not available with CiscoUnified IP Phone Agent(Agent can usenonintegrated Cisco IPPhone Messenger only)

IncludedIncludedPersistent, independentpresence popup windowis continuously updatedwith agent state andsubject-matter-expertpresence state

This table applies to CAD only.Note

Reporting

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


FeaturesReporting

• Historical Reporting Client (HRC) is no longer available with Unified CCX.

• Co-resident CUIC on UCCX does not provide the capability to customize reports or to restrict value listcollections without implementing custom report definitions. Implementing custom report definitionsrequires the system to be integrated with a Standalone CUIC Premium server.

• 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 collectionsthat 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.

Note

Unified Intelligence Center Historical ReportsThe following table presents the Historical reports that are available for each license package:

IP-IVRStandardEnhancedPremiumHistorical reports

Chat reports

NoNoNoYesChat Agent Detail Report

NoNoNoYesChat Agent Summary Report

NoNoNoYesChat CSQ Activity Report

NoNoNoYesChat CSQ Agent Summary Report

NoNoNoYesChat Traffic Analysis Report

Email reports

NoNoNoYesEmail Agent Activity Report

NoNoNoYesEmail Contact Service Queue Activity Report

NoNoNoYesEmail Contact Service Queue Agent Activity Report

NoNoNoYesEmail Inbox Traffic Analysis Report

NoNoNoYesEmail Resolution Detail Report

NoNoNoYesEmail Response Detail Report

Finesse Email reports

NoNoNoYesEmail Agent Activity Report

NoNoNoYesEmail Contact Detail Report

NoNoNoYesEmail CSQ Activity Report


FeaturesUnified Intelligence Center Historical Reports


NoNoNoYesEmail Traffic Analysis Report

Inbound reports

YesYesYesYesAbandoned Call Detail Activity Report

YesYesYesYesAborted Rejected Call Detail Report

NoYesYesYesAgent Call Summary Report

NoYesYesYesAgent Detail Report

NoYesYesYesAgent Login Logout Activity Report

NoYesYesYesAgent Not Ready Reason Code Summary Report

NoYesYesYesAgent State Detail Report

NoYesYesYesAgent State Summary by Agent Report

NoYesYesYesAgent State Summary by Interval Report

NoYesYesYesAgent Summary Report

NoNoYesYesAgent Wrap-up Data Summary Report

NoNoYesYesAgent Wrap-up Data Detail Report

YesYesYesYesCall Custom Variables Report

YesYesYesYesCalled Number Summary Activity Report

NoYesYesYesCommon Skill CSQ Activity report

NoYesYesYesContact Service Queue Activity by CSQ Report

NoYesYesYesContact Service Queue Activity Report

NoYesYesYesContact Service Queue Activity Report by Interval

NoYesYesYesContact Service Queue Call Distribution Summary

NoYesYesYesContact Service Queue Priority Summary

NoYesYesYesContact Service Queue Service Level Priority Summary Report

NoYesYesYesCSQ Agent Summary Report

YesYesYesYesDetailed Call by Call CCDR Report

NoYesYesYesDetailed Call CSQ Agent Report

NoNoYesYesPriority Summary Activity Report

YesYesYesYesTraffic Analysis Report


FeaturesUnified Intelligence Center Historical Reports


Outbound reports 4

NoNoNoNoAgent Outbound Campaign Summary Report

NoNoNoNoAgent Outbound CCDR Report

NoNoNoNoAgent Outbound Half Hourly Report

NoNoNoNoIVR Outbound Campaign Summary Report

NoNoNoNoIVR Outbound CCDR Report

NoNoNoNoIVR Outbound Half Hourly Report

NoNoNoNoOutbound Agent Detail Performance Report

NoNoNoYesPreview Outbound Agent Detail Performance Report

NoNoNoYesPreview Outbound Campaign Summary Report

System reports

YesYesYesYesApplication Performance Analysis Report

YesYesYesYesApplication Summary Report

YesYesYesYesLicense Utilization Hourly Report

NoNoNoYesRemote Monitoring Detail Report

4 Obtain Outbound license that is optional with the Premium license to access IVR and Agent-Outboundreports.

Unified Intelligence Center Live Data ReportsThe following table presents the Live Data reports that are available for each license package:

IP-IVRStandardEnhancedPremiumLive Data reports

Agent reports

NoNoYesYesAgent CSQ Statistics Report

NoNoYesYesAgent State Log Report

NoNoYesYesAgent Statistics Report

NoNoYesYesAgent Team Summary Report

Supervisor reports

NoYesYesYesAgent Outbound Team Summary Report

NoNoNoYesChat Agent Statistics Report


FeaturesUnified Intelligence Center Live Data Reports

IP-IVRStandardEnhancedPremiumLive Data reports

NoNoNoYesChat CSQ Summary Report

NoYesYesYesTeam State Report

NoYesYesYesTeam Summary Report

NoYesYesYesVoice CSQ Agent Detail Report

NoYesYesYesVoice CSQ Summary Report

• The team that accesses Live Data reports can have a maximum limit of 50 logged in agents at anyparticular time.

• All the Live Data reports are available as gadgets. For more information to configure gadgets, see the ,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 inthe following scenarios:

• Manual reset—Administrator resets the real-time report counters from theApplicationAdministrationinterface.

• Automatic reset—Daily purge resets the real-time report counters at midnight (in the local UnifiedCCX server time zone).

If there are active calls at the time of reset, the Contact Service Queue (CSQ) reports display data for thecalls, and the agent report counters are set to zero.

• 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 teamnames and CSQ names are not synced from Unified CCX to Unified Intelligence Center, but user namesare synced.

Note

Real-Time ReportsUnified CCX real-time reporting provides real-time reports you can use to monitor Unified CCX systemactivity. You can run the reports using the Unified CCX Administration web interface. The following tablebriefly describes each of these reports.

DescriptionReport

Provides information about currently activeapplications.

Application Tasks

Provides a summary of specific application activity.Application Tasks Summary


FeaturesReal-Time Reports



DescriptionReport

Provides a list of all applications loaded on the UnifiedCCX server.

Applications

Provides information for call contacts, email contacts,and HTTP contacts. Also provides the total numberof contacts.

Calls made by the Outbound subsystemwill not be displayed in the ContactsSummary Real-Time Report.

Note

Contacts Summary

Provides information about currently active contacts.Contacts

Provides information about Chat CSQ activity.Chat CSQCiscoUnified Contact Center Express Stats

Provides information about Chat Unified CCXresources activity.

Chat Resource Cisco Unified Contact Center ExpressStats

Provides information about CSQ activity.CSQ Cisco Unified Contact Center Express Stats

Provides information about configured data sourcenames (DSNs).

Data Source Usage

Provides information about currently active Enginetasks.

Engine Tasks

Provides information about real-time Unified CCXinformation for the Outbound preview dialer.

Preview Outbound Campaign Cisco Unified ContactCenter Express Stats

Provides real-time statistics on IVR and agent basedprogressive and predictive Outbound campaigns sincethe statistics were last reset.

This report will be available only if youhave an Outbound license on top of theUnified CCX premium license in yourUnified CCX.

Note

Outbound Campaign Stats

Provides real-time statistics across all IVR and agentbased progressive and predictiveOutbound campaignssince the statistics were last reset.

This report will be available only if youhave an Outbound license on top of theUnified CCX premium license in yourUnified CCX.

Note

Overall Outbound Stats

Provides information about Chat Unified CCXresources and contact information.

Overall Chat Cisco Unified Contact Center ExpressStats

Provides information about Unified CCX resourcesand calls.

Overall Cisco Unified Contact Center Express Stats


FeaturesReal-Time Reports

DescriptionReport

Provides information about Unified CCX resourcesactivity.

Resource Cisco Unified Contact Center Express Stats

Provides information on all active sessions.Sessions

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

TabIs theReportAvailableinDefaultLayout ?

Report ViewReportsUsers

HomeYesAgent CSQ Statistics ReportAgent CSQ Statistics ReportAgent

My StatisticsYesAgent State Log ReportAgent State Log ReportAgent

My StatisticsYesAgent Statistics ReportAgent Statistics ReportAgent

HomeYesAgent Team Summary ReportAgent Team Summary ReportAgent

Team DataNoSince MidnightAgent Outbound Team SummaryReport

Supervisor

Team DataNoShort and Long Term AverageAgent Outbound Team SummaryReport

Supervisor

Team DataNoChat Agent Statistics ReportChat Agent Statistics ReportSupervisor

Queue DataNoChat CSQ Summary ReportChat CSQ Summary ReportSupervisor

—NoTeam State ReportTeam State ReportSupervisor

Team DataYesSince MidnightTeam Summary ReportSupervisor

Team DataYesShort and Long Term AverageTeam Summary ReportSupervisor

Queue DataYesVoice CSQ Agent Detail ReportVoice CSQ Summary ReportSupervisor

Queue DataYesSnapshotVoice CSQ Summary ReportSupervisor

Queue DataYesShort and Long Term AverageVoice CSQ Summary ReportSupervisor

Queue DataYesSince MidnightVoice CSQ Summary ReportSupervisor


FeaturesFinesse Reports

WallboardsUnified CCX supports wallboard reporting. Obtain the wallboard from a Cisco-approved vendor from CiscoMarketplace:

https://marketplace.cisco.com

Video

Video Collaboration with Jabber GuestCisco Jabber Guest is a consumer-to-business (C2B) solution that enables a customers to have video callswith contact center agents. Customers browsing through the company web site or retail web site can requestfor a video call. For more information on Jabber Guest, see:

http://www.cisco.com/c/en/us/products/unified-communications/jabber-guest/index.html

Customer initiates the video call request by clicking on the Jabber guest link embedded in the web site. TheJabber Guest plugin installation on the browser is prompted to the customer. After successful installation ofthe plugin, the customer is required to provide permission for the Jabber Guest plugin to use the Microphoneand Camera. On clicking the call button in the Jabber Guest call window, the video call is placed and the callis automatically placed to the contact center. Initially you can configure to treat the call with IVR and thenroute it as a video call. The video call then gets queued and routed to an available Agent. While the interactionwith the Agent is video based, video can also be played out while the call is in queue.

• The initial IVR of the call will be only in audio.

• Barge-in, intercept, silent monitoring and recording is supported and will only be in audio.

• Reports of this video call will indicate the originator as “JabberGuest”, without any called ID or number.

Note

Deployment

The following diagram depicts the Unified CCX deployment to enable video using Jabber Guest:


FeaturesWallboards

https://marketplace.cisco.com

http://www.cisco.com/c/en/us/products/unified-communications/jabber-guest/index.html

Configuration

To enable video collaboration using Jabber Guest, the following configurations are required:

1. Install Jabber Guest and configure settings on CommunicationsManager by using the procedures inCiscoJabber Guest Server 10.0 Installation and Configuration Guide, available here:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/Guest/10_0/icg/JABC_BK_J0FC634A_00_jabberc-installation-and-configuration-guide.html

Insert the configured link in your website to place the video call.

2. Set the domain used for the Jabber Guest video link by using the procedure "Set Domain Used for Links"in Cisco Jabber Guest Server 10.0 Installation and Configuration Guide, available here:


3. Configure Video on Hold (VoH) to play a video file when the call is queued using CommunicationsManager and Cisco MediaSense. See:

http://docwiki.cisco.com/wiki/Mediasense_Video_on_Hold_for_Release_10.0

Configure the icd.aef script in the Unified CCX Script Editor by adding a “Call Hold" step to place thecall on hold in the "Select Resource -> Queued" step. See, “The Select Resource Step” section in CiscoUnified Contact Center Express Getting Started with Scripts available here:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-programming-reference-guides-list.html

VoH feature is available in Enhanced and Premium license packages.Note

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

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

SecuritySSL HTTPS Connection

The certificates uploaded using the Cisco Unified OS Administration interface to the Tomcat trust store isavailable to secure all HTTP connections made during script execution. The following can be secured:

• Document steps


FeaturesConfiguration APIs





http://docwiki.cisco.com/wiki/Mediasense_Video_on_Hold_for_Release_10.0



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

• VoiceXML script

• Custom java code that provides web services

Enhanced Security API (ESAPI)

A new security filter is added to the Application Administration component. This filter identifies malicioususer input and protects the application against XSS attacks.

If the Application Administration users find any user activity that was allowed earlier is now blocked by thesecurity filter, then disable the security filter using a CLI command. For more information, see the CiscoUnified Contact Center Express Operations Guide, located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html.

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

• 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.

Note

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

• CTI port directory numbers

• Contact phone numbers for outbound calls

• Cisco Finesse

• Trigger directory numbers• Agent extensions• Display of Incoming calls• Phonebook and keypad• Route points• Configuration APIs for route points• Script editor


FeaturesCaller ID Support

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html




E.164 is not supported in Cisco Agent Desktop.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 systemautomatically adds "_" between the device name prefix and the DN. So a maximum of 13 characters inthe DN is supported as device name prefix (which includes the "+" sign) is mandatory and hence at leastone 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, theplus sign (+) is followed by up to 14 characters that consist of numerals and the specialcharacters—alphabet X, hash(#), square brackets ([ ]), hyphen (-), and asterisk (*).

Note


FeaturesE.164 Support

C H A P T E R 4Design Considerations

• Principal Design Considerations for Call Center Sizing, on page 99• Preliminary Information Requirements, on page 101• Terminology, on page 102• Effect of Performance Criteria on Unified CCX Server, on page 102• Impact of Performance Criteria on the Unified CM Servers, on page 103• Estimating Bandwidth Consumption, on page 104• Server Capacities and Limits, on page 126• IPv6 Support, on page 130• Citrix Terminal Services Support for Cisco Agent Desktop, on page 131• Unified CCX Software Compatibility, on page 131• Design Considerations for SPAN-Based Services, on page 132• Deployment Guidelines for Agent Phones that Support G.722 or iLBC, on page 134

Principal Design Considerations for Call Center SizingThis figure illustrates the principal steps and design considerations for sizing a call center.


Figure 17: Call Center Sizing - Voice Only

This figure is a general overview of the design considerations for call sizing. For a detailed description of thecall center sizing design process, refer to the section on sizing call center resources in the Cisco UnifiedContact Center Enterprise Solution Reference Network Design Guide, available online at the following URL:


There are similar basic call center sizing considerations and steps for Unified CCE, and they also can be usedin sizing a smaller contact center for Unified CCX. This call-sizing approach will provide you with theminimum number of IVR ports to support the total BHCA.

In addition, you should include the following design considerations, specific to Unified CCX, in your callcenter sizing calculations:

• At a minimum, plan on enough capacity to replace your existing system. The replacement system shouldperform at least as well as the one it is replacing.

• After all of the Erlang (C and B) calculations are complete for the call center sizing, any changes in queuetimes or agents will affect the total number of trunks and IVR ports required for an Unified CCX solution.

• As you increase the size of the agent pool, very small changes in the average queue time and percentageof queued calls will affect the required number of gateway trunks and IVR ports.

• Even if you perform all of the calculations for a call center, there are still some variables that you cannotplan for but that will affect the ports needed on a Unified CCX system. For example, one or more agentscould call in sick, and that would affect the port count and queue time for each call. Just two agentscalling in sick could increase the port count by over 12 percent. This would affect the price of the systemand, if not planned for, would affect the ability of the call center to meet caller requirements. Properlysizing call center resources is integral to designing an effective Unified CCX system.

If all of the call sizing information is available, the next step is to apply Unified CCX sizing limits to the callcenter requirements. For this step, use the Cisco Unified Communications Sizing Tool, available online at:

http://tools.cisco.com/cucst

The Unified Communications downloadable sizing tools help you with the task of sizing UnifiedCommunications deployments.


Design ConsiderationsPrincipal Design Considerations for Call Center Sizing



Preliminary Information RequirementsSystem designers are advised to create a sizing document to do the following:

• Scope out the preliminary configuration information for the Unified CCX server.

• Size the gateways for the system.

To determine the size of the call center, obtain answers to the following questions:

• How many IVR ports do you need?

• How many PSTN gateway trunk ports do you need?

• How many agents will answer incoming calls?

To answer these questions properly, you will need the sizing metrics and information listed in the followingtable.

Table 27: Call Center Sizing Metrics

DescriptionMetric

Average duration (talk time) of a call plus after-callwork time, which is the wrap-up time after the callerhangs up.

Average handle time (AHT)

The total time for prompt playout and/or menunavigation (if any) in the Unified CCX script. Thistime should not include the queue time the callerspends waiting in queue before an agent becomesavailable. Queue time is calculated using Erlang-Cautomatically.

Average IVR port usage time

Percentage of calls answered by agents within aspecific number of seconds.

Service level goal for agents

Average number of calls received in a busy hour.Busy Hour Call Attempts (BHCA)

Percentage of calls that get a busy tone (no gatewaytrunks available) out of the total BHCA.

Grade of service (% blockage) for gateway ports tothe PSTN

All of the metrics in this table are basic call-sizing metrics. After this information is obtained, calculate thenumber of gateway trunk ports, IVR ports, and agents using standard Erlang B and C calculators.

If the system being designed is a replacement for an existing ACD or an expansion to an installed UnifiedCCX or Cisco Unified IP IVR system, you might be able to use the historical reporting information from theexisting system to arrive at the above metrics.

Note

In addition, call sizing design considerations may vary if the call center is more self-service oriented.


Design ConsiderationsPreliminary Information Requirements

TerminologyThis figure illustrates the common port types and how they map to Unified CCX.Figure 18: Call Center Port Types

Call center sizing differentiates the port types as follows:

• Gateway or PSTN trunk ports—Handles calls originating from the PSTN. They are purchasedseparately from Unified CCX.

• Queue ports— IVR ports that queue calls (when no agents are available) prior to transferring the callerto an available agent. These ports are included at no additional cost with Unified CCX Standard orEnhanced, but they must be sized for proper capacity planning for the Unified CCX server.

• IVR ports—Full-featured IVR ports available with the Cisco Unified IP IVR andUnified CCXPremiumproduct.

If you want additional supporting features, such as automatic speech recognition (ASR), text-to-speech (TTS),email notification, web server or client functionality, and database operations, you only need to purchase thePremium package. Additional seats may also be purchased for IVR port licenses if the number of port licensesthat come with the seat licenses is not sufficient.

The Unified CCX architecture differs slightly from the example TDM call center configuration in that IVRports and queue ports (and P&C ports as well) are combined into one logical CTI port as shown in the figureabove.

Effect of Performance Criteria on Unified CCX ServerSystem performance criteria fall into two general categories:

• Unified CCX and Cisco Unified IP IVR components — Applications, software versions, capabilities,server types, and options and quantities that your system requires.


Design ConsiderationsTerminology

• System usage — The average number of calls placed and received per hour, the average call length, thescripts being executed, and the grammar used for ASR.

Effect of Performance CriteriaEach performance criterion can have an effect on the performance of the Unified CCX or Cisco Unified IPIVR system. In general, the more Unified CCX or Cisco Unified IP IVR components that you install and theheavier the system usage, the higher the demand on the server. However, the performance criteria can alsointeract in various non-linear ways to affect performance. The Cisco Unified Communications Sizing Toolfor Unified CCX and Cisco Unified IP IVR can help you see and evaluate the effects of performance criteriaon the Unified CCX and Cisco Unified IP IVR server.

Network latency between the following components affects the response time:

• Media path between the end customer and the agent via SocialMiner.

• Signaling path between the customer browser and Unified CCX via SocialMiner.

• SocialMiner and mail servers like Exchange Server.

The customer chat interface retrieves updates in batches with a maximum delay of 5 seconds between batches.

Impact of Performance Criteria on the Unified CM ServersUnified CM system performance is influenced by many criteria such as:

• Software release versions— Using the Cisco Unified Communications sizing tool, make sure to selectthe Unified Communications Manager software version with which Unified CCX will be working.

• The type and quantity of devices registered such as:

• CTI ports (IP IVR ports for queuing, call treatment, and self-service)

• Gateway (GW) ports

• Agent phones

• Route points

• The load processed by these devices (calls per second)

• Application call flows

• IVR self-service

• Call treatment/Prompt and collect

• Routing to agents, % transfers and conferences

• Special Unified Communications Manager configuration and services

• Other non-Unified CCX devices—IP phones, GW ports, Unity ports, and dial plan.

• Music on Hold (MOH)


Design ConsiderationsEffect of Performance Criteria

• Tracing levels— Unified Communications Manager CPU resource consumption varies dependingon the trace level enabled. Changing trace level from Default to Full on Unified CM can increaseCPU consumption significantly under high loads. Changing tracing level fromDefault to No tracingcan also decrease CPU consumption significantly at high loads (this configuration is not supportedby Cisco TAC). CPU consumption due to default trace will vary based on load, UnifiedCommunications Manager release, applications installed, and call flow complexity.

• Server platform type

Estimating Bandwidth ConsumptionBandwidth plays a large role in deployments involving:

• The centralized call processing model (Unified CCX at the central site)

• Any call deployment model that uses call admission control or a gatekeeper

Remote Agent Traffic ProfileUnified CCX signaling represents only a very small portion of control traffic (Agent and Supervisor Desktopto and from the Unified CCX Server) in the network. For information on TCP ports and Differentiated ServicesCode Point (DSCP) marking for Unified CCX and CTI traffic.

Bandwidth estimation becomes an issue when voice is included in the calculation. Because WAN links areusually the lowest-speed circuits in an IP Telephony network, particular attention must be given to reducingpacket loss, delay, and jitter where voice traffic is sent across these links. G.729 is the preferred codec for useover theWAN because the G.729method for sampling audio introduces the least latency (only 30milliseconds)in addition to any other delays caused by the network.

Where voice is included in bandwidth, system architects should consider the following factors:

• Total delay budget for latency (taking into account WAN latency, serialization delays for any local areanetwork traversed, and any forwarding latency present in the network devices). The generally agreed-uponlimit for total (one-way) latency for applications in a network is 150 milliseconds.

• Impact of delays inherent in the applications themselves. The average Unified CCX agent login timewith no WAN delay is 8 seconds. This includes the exchange of approximately 1,000 messages betweenthe agent application and various servers. The overall time to log in agents increases by approximately30 seconds for each 30 milliseconds of WAN delay.

• Impact of routing protocols. For example, Enhanced Interior Gateway Routing Protocol (EIGRP) usesquick convergence times and conservative use of bandwidth. EIGRP convergence also has a negligibleimpact on call processing and Unified CCX agent logins.

• Method used for silently monitoring and recording agent calls. The method used dictates the bandwidthload on a given network link.

Use the following table to estimate the number of Unified CCX agents that can be maintained across theWAN(with IP Telephony QoS enabled). These numbers are derived from testing where an entire call session toUnified CCX agents, including G.729 RTP streams, is sent across the WAN. Approximately 30 percent ofbandwidth is provisioned for voice. Voice drops are more of an issue when you are running RTP in conjunctionwith Cisco Agent Desktop and other background traffic across the WAN. These voice drops might occur with


Design ConsiderationsEstimating Bandwidth Consumption

a specific number of agents at a certain link speed, and those possible scenarios are denoted by the entry N/A(not applicable) in the following table.

Table 28: Remote Agents Supported by Unified CCX Across a WAN Link

T1768 KB512 KB256 KB128 KBFrame Relay

38251573G.729

14N/AN/AN/AN/AG. 711

In remote agent deployments, QoS mechanisms should be used to optimize WAN bandwidth utilization.Advanced queuing and scheduling techniques should be used in distribution and core areas as well. Forprovisioning guidelines for centralized call processing deployments, refer to the Cisco IP Telephony SolutionReference Network Design documentation, available online at: http://www.cisco.com/go/ucsrnd.

Silent Monitoring Bandwidth UsageThe silent monitoring feature of the CAD desktop software, which includes both listening to and recordingagent calls, has the largest bandwidth requirements for the CAD product. Properly configuring this feature isespecially important for remote agents who are connected to the main site by a WAN connection.

An agent's call can be listened to or recorded by the CAD software. To do this, a request is sent to a VoIPprovider. The VoIP provider captures the voice streams representing the call (two voice streams per call) andsends them back to the requestor. The bandwidth requirements detailed in this section are for the networklinks between the requestor and provider.

Silent Monitoring RequestersThere are two possible requesters in the CAD software:

• CSD

• Recording service

CSDs will send requests when the supervisor wants to listen to an agent's call in real-time. The VoIP providerwill capture the voice streams and send them back to the supervisor's desktop where they can be listened toover the desktop's speakers.

A Recording service will send requests when either a supervisor or agent wants to record the call. The VoIPprovider will send the voice streams and the Recording service will save the streams to disk so that they canbe listened to at a later time.

In Unified CCX, the Recording service is installed on the Unified CCX server.

Silent Monitoring ProvidersThere are also two possible VoIP providers in the CAD software:

• Cisco Agent Desktop

• VoIP Monitor service

The Cisco Agent Desktop application contains a service referred to as the Desktop Monitor service that runson the agent's desktop. It is responsible for processing silent monitoring requests only for the agent logged


Design ConsiderationsSilent Monitoring Bandwidth Usage


into the CAD application on the desktop. It captures voice packets sent to the IP or soft phone associated withthe logged-in agent. The IP phone must be connected in series with the agent desktop on the network for thisto work.

By default, this service is active on all agent desktops when the application is started. After initial installationof the CAD servers, all agents are already configured to use the Desktop Monitor service for the silentmonitoring feature.

A VoIP Monitor service handles multiple requests for silent monitoring simultaneously. It captures packetsdirectly from the switch through the switch's Switched Port Analyzer (SPAN) configuration. In a deploymentwithout high availability, Unified CCX supports one VoIP Monitor service, which is installed on the UnifiedCCX server. When high availability is deployed, two VoIPMonitor services are installed, one on each UnifiedCCX server.

Agents who do not have a CAD destkop (such as IPPA and CADBE agents) must be configured to use a VoIPMonitor service for the silent monitoring feature.

Note

This figure shows a representative Unified CCX installation supporting a remote office over a WAN. Boththe main office and the remote office have a VoIP and Recording service on site.Figure 19: Contact Center Representation

You can easily see where the bandwidth will be required for the silent monitoring feature when you can locatethe requestor and providers.

Regardless of who the requestor and VoIP provider are, the bandwidth requirement between these two pointsis the bandwidth of the IP call being monitored and recorded. You can think of each monitoring and recordingsession as being a new phone call (2 voice streams) for calculating bandwidth. Therefore, to calculate bandwidth


Design ConsiderationsSilent Monitoring Providers

to support the Silent Monitoring feature, you can use the same calculations used to provision the network tohandle call traffic.

IP Call Bandwidth UsageAn IP phone call consists of two streams of data. One stream is sent from phone A to phone B. The otherstream is sent from phone B to phone A. The voice data is encapsulated into packets that are sent over thenetwork. The amount of data required to store a voice stream is dependent upon the Codec used to encodethe data. The CAD software can support both the G.711 and G.729 Codec.

The voice data itself is transmitted over the network using the Real-Time Transport Protocol (RTP). The RTPprotocol supports silence suppression. When silence suppression is used, no voice packets are sent over thenetwork if there is no sound.

Otherwise, even packets that contain silence are sent. This situation lowers the average required bandwidthfor a call. Although CAD supports silence suppression, the lower bandwidth requirements for silencesuppression should not be used when provisioning the network because the worst case scenario would bewhere there is not silence in the call, requiring the full call bandwidth as if silence suppression was not enabled.

When calculating bandwidth for an IP call, youmust use the size of the RTP packet plus the additional overheadof the networking protocols used to transport the RTP data through the network.

For example, G.711 packets carrying 20 ms of speech data require 64 kbps (kilobytes per second) of networkbandwidth per stream. These packets are encapsulated by four layers of networking protocols (RTP, UDP,IP, and Ethernet). Each of these protocols adds its own header information to the G.711 data. As a result, theG.711 data, once packed into an Ethernet frame, requires 87.2 kbps of bandwidth per data stream as it travelsover the network. Because an IP phone call consists of two voice streams, in this example, a call would require174.4 kbps.

The amount of voice data in a single packet also influences the size of the packet and bandwidth. The exampleabove used packets containing 20 milliseconds of speech for its calculations, but this value can be changedin the Unified CM configuration for each supported Codec. Configuring packets to contain more speechinformation reduces the number of packets sent over the network and reduces the bandwidth because thereare fewer packets containing the additional networking headers, but the packet sizes increase.

The following table shows the bandwidth required for a phone call for the different combinations of Codecand amount of speech per packet.

Table 29: Per-call Packet Size Bandwidth Requirements

Bandwidth required (Kbps) for acall

Milliseconds of speech per packetCodec

220.810G.711

174.420G.711

159.030G.711

108.810G.729

62.420G.729

47.030G.729

39.240G.729


Design ConsiderationsIP Call Bandwidth Usage

Bandwidth required (Kbps) for acall

Milliseconds of speech per packetCodec

34.650G.729

31.460G.729

• The calculations are based on G.711 using a sampling rate of 64 kbps speech encoding and the G.729using 8 kbps. This means one second of speech encoded into the G.711 Codec requires 65,536 bits (or8,192 bytes) to represent one second of sound.

• For full-duplex connections, the bandwidth speed applies to both incoming and outgoing traffic. (Forinstance, for a 100-Mbps connection, there is 100Mbps of upload bandwidth and 100Mbps of downloadbandwidth.) Therefore, an IP phone call consumes the bandwidth equivalent of a single stream of data.In this scenario, a G.711 IP phone call with no silence suppression and containing 20 milliseconds ofspeech per packet requires 87.2 kbps (174.4 / 2) of the available bandwidth.

• Unified CCX supports a-law and μ-law for G.711.

• If a prompt is recorded with G711 a-law phones and uploaded, you may encounter an error while playingthe recorded prompt.

Note

Bandwidth Available for Monitoring and RecordingThe following tables display the percentage of total bandwidth available, based on the network connection,which is required for simultaneous monitoring sessions handled by a VoIP provider.

Table 30: Available Upload Bandwidth Percentage for Simultaneous Monitoring Sessions with G.729 Codec

Percentage of Available Bandwidth Required (No Silence Suppression)Number ofSimultaneousMonitoringSessions

56 kbps64 kbps128 kbps256 kbps640 kbps1.544Mbps

10 Mbps100Mbps

Not supported (NS)568.134.113.65.60.90.1Call only

NSNSNSNS40.916.82.60.31

NSNSNSNS68.128.14.40.42

NSNSNSNS95.439.36.10.63

NSNSNSNSNS50.57.80.84






Design ConsiderationsBandwidth Available for Monitoring and Recording


56 kbps64 kbps128 kbps256 kbps640 kbps1.544Mbps

10 Mbps100Mbps

NSNSNSNSNSNS16.61.79

NSNSNSNSNSNS18.31.810

5 The bandwidth of the connection is not large enough to support the number of simultaneous monitoringsessions.

Table 31: Available Upload Bandwidth Percentage for Simultaneous Monitoring Sessions with G.711 Codec


64 kbps128 kbps256 kbps640 kbps1.544 Mbps10 Mbps100 Mbps

48.824.412.24.92.00.30.0Call only

Notsupported(NS)6

73.136.614.66.00.90.11

NSNS60.924.410.01.60.22

NSNS85.334.114.12.20.23

NSNSNS43.918.12.80.34

NSNSNS53.622.13.40.35

NSNSNS63.426.14.10.46

NSNSNS73.130.14.70.57

NSNSNS82.934.15.30.58

NSNSNS92.638.15.90.69

NSNSNSNS42.26.60.710


The following notes apply to the bandwidth requirements shown in the previous tables:

• The bandwidth values are calculated based on the best speed of the indicated connections. A connection'strue speed can differ from the maximum stated due to various factors.

• The bandwidth requirements are based on upload speed. Download speed affects only the incomingstream for the IP phone call.

• The values are based upon each voice packet containing 20 milliseconds of speech.


Design ConsiderationsBandwidth Available for Monitoring and Recording

• The number of bytes in each packet include the entire Ethernet encapsulation.

• The data represents the Codecs without silence suppression. With silence suppression, the amount ofbandwidth used may be lower.

• The data shown does not address the quality of the speech of the monitored call. If the bandwidthrequirements approach the total bandwidth available and other applications must share access to thenetwork, latency (packet delay) of the voice packets can affect the quality of the monitored speech.However, latency does not affect the quality of recorded speech.

• The data represents only the bandwidth required for monitoring and recording. It does not include thebandwidth requirements for other Cisco Agent Desktop modules as outlined in other sections of thisdocument.

Bandwidth Requirements for VoIP Monitor ServiceAlthough the bandwidth requirements are the same between the VoIPMonitor service and the DesktopMonitorservice, the VoIP Monitor service can handle more simultaneous sessions (since it runs on the server).

Table 32: Available Upload Bandwidth Percentage for Simultaneous Monitoring Sessions with G.711 CODEC

Percentage of Available Bandwidth Required (No Silence Suppression)Number of SimultaneousMonitoring Sessions 1.544 Mbps10 Mbps100 Mbps

16.82.60.31

61.79.61.05

Not supported (NS) 718.31.810

NS26.22.615

NS34.93.520

NS43.64.425

NS52.35.230

NS61.06.135

NS69.87.040

NS78.57.845

NS87.28.750



Design ConsiderationsBandwidth Requirements for VoIP Monitor Service

Table 33: Available Upload Bandwidth Percentage for Simultaneous Monitoring Sessions with G.711 CODEC

Percentage of Available Bandwidth Required (No Silence Suppression)Number of SimultaneousMonitoring Sessions 1.544 Mbps10 Mbps100 Mbps

6.00.90.11

22.13.40.35

42.26.60.710

60.29.40.915

80.312.51.220

Not supported (NS)15.61.625

NS18.71.930

NS21.82.235

NS25.02.540

NS28.12.845

NS31.23.150

CAD Desktop Applications Bandwidth UsageThe CAD desktop applications include the following:


• Cisco Supervisor Desktop

• Cisco Desktop Administrator

These applications also require a certain amount of bandwidth, although far less than the Desktop Monitorservice. In addition, the type of communication across the network is bursty. In general, bandwidth usage islow when the agents are not performing any actions. When features or actions are requested, the bandwidthincreases for the time it takes to perform the action, which is usually less than one second, then drop down tothe steady state level. From a provisioning standpoint, one must determine the probability of all the CADagents performing a particular action at the same time. It might be more helpful to characterize the call centerand determine the maximum number of simultaneous actions (in the worst case) to determine instantaneousbandwidth requirements, then determine what amount of delay is tolerable for a percentage of the requestedactions.

For example, the raw bandwidth requirement for 300 CAD agents logging in simultaneously is about 4.5 kbpsand the login time is about 9 seconds (with no network delay) for each agent. If the WAN link did not havethis much bandwidth, logins would take longer as packets were queued before being sent and received. If thelogin attempts taking twice as long (18 seconds), causes unacceptable delay, then more bandwidth should beprovisioned.


Design ConsiderationsCAD Desktop Applications Bandwidth Usage

Each of these applications communicates with the base CAD services running on server machines. In addition,the agent desktop application communicates with the CTI server for call control actions and state changes.The following table displays the types of messaging for each application.

Table 34: Messaging Type by CAD Desktop Application

Message typesApplication Name

Login/logoff, agent state changes, call control, callstatus information,desktop monitoring/recording, chat messages,team performance messages,report generation, and real-time data refresh

Cisco Agent Desktop

Login/logoff, agent state updates, call status updates,

report generation, silent Monitoring, call Recording,call Playback,chat messages, team performance messages, andreal-time data refresh

Cisco Supervisor Desktop

Configuration information retrieval and storageconfiguration data refresh

Cisco Desktop Administrator

Cisco Agent Desktop Bandwidth UsageCAD agents can log in and log off their agents, change their agent state, handle calls, and send reportinginformation to the base servers. The bandwidth requirements for these activities are small but can increasewhen many agents are considered.

The following table displays the average bandwidth requirements for different numbers of agents. Thisinformation is derived from bandwidth testing and extrapolation of bandwidth data. Because there are manyvariables that can affect bandwidth, a configuration that resulted in higher bandwidth usage was chosen toprovide near worst-case scenarios. If the agent's WAN link meets or exceeds the bandwidth requirementsshown in this table, Cisco Agent Desktop will be able to run without delays in message passing.

Table 35: Average Bandwidth Requirements for Cisco Agent Desktop

Average Upload Bandwidth(kilobytes/second)

Average Download Bandwidth(kilobytes/second)

Number of agents

0.050.031

0.30.210

1.51.150

3.02.2100

4.53.3150

6.04.4200


Design ConsiderationsCisco Agent Desktop Bandwidth Usage



Number of agents

7.05.5250

9.06.6300

The bandwidth requirements shown do not include the bandwidth of the RTP streams for the call, recording,or monitoring session.

Note

The following parameters affect bandwidth:

• Number of skills per agent: 10

• Number of agents per team: 20

• Number of teams: 50

• Number of agent state changes per agent per hour: 10 (does not count state changes due to handling calls)

• Calls per agent per hour: 60

• Team Performance Messages per team per hour: 8

• Chat messages sent and received per hour: 20

• Average chat message size (in bytes): 40

• Number of calls recorded per hour: 0

Cisco Agent Desktop provides a bandwidth calculator that can be used with both Unified CCX and UnifiedCCE. Additional information about the Cisco Agent Desktop Bandwidth Calculator is available here:

http://www.cisco.com/univercd/cc/td/doc/product/icm/bandcalc/index.htm.

Cisco Supervisor Desktop Bandwidth UsageACisco Supervisor Desktop receives events for all of the agents of the team that the supervisor is logged into.This information includes state changes, call handling, and login/logoff. The more agents, skills, and callsthere are, the more data will be sent to supervisors. In addition, particular reports are automatically refreshedperiodically to provide real-time data while the supervisor is viewing the report. Refreshing reports requiresadditional bandwidth.

The following table uses the same basic configuration parameters used to determine the bandwidth numbers,with the following differences:

• The calculations are based on 1 supervisor per 10 agents

• The Team Agent Statistics Report is viewed

• The Team Skill Statistics Report is viewed


Design ConsiderationsCisco Supervisor Desktop Bandwidth Usage

http://www.cisco.com/univercd/cc/td/doc/product/icm/bandcalc/index.htm



Number of agents

0.050.051

0.050.0510

0.20.250

0.50.5100

0.70.7150

1.01.0200

1.21.2250

1.51.4300

Cisco Desktop Administrator Bandwidth UsageThe bandwidth requirements for CDA are very small and are only seen when an administrator is activelychanging configurations. In general, the bandwidth used by CDA is negligible from a provisioning standpoint.

Web Chat FeatureWhen deploying the Unified CCX along with Cisco SocialMiner, observe the following network requirements:

Delay—The maximum allowed round-trip time (RTT) between the Unified CCX server and SocialMiner is150 ms.

Bandwidth—In addition to the requirements for the Unified CCX andUnified CM clusters, provision sufficientbandwidth for SocialMiner, the customer web server, and remote agent or supervisor desktops to deploy WebChat successfully.

Consider the bandwidth required for the following components:

• Unified CCX and SocialMiner—If SocialMiner and the Unified CCX are not co-located, there is anadditional bandwidth requirement for the communication and contact signaling.

• SocialMiner and Cisco Agent Desktop—When a chat session starts, depending on the chat transcriptsize and communication frequency, there is an additional bandwidth requirement between SocialMinerand the Cisco Agent Desktop.

• SocialMiner and Customer Website—The customer website transfers all new chat contact requests toSocialMiner. When a chat contact reaches SocialMiner, an active session is maintained by SocialMinerto carry chat messages between SocialMiner and the browser. If the customer website is not on the samenetwork as SocialMiner, you must ensure that the bandwidth requirement is based on mean per sessionchat traffic.

The following table shows the minimum bandwidth requirement for the Unified CCX and SocialMiner whenthey are not located in the same network.


Design ConsiderationsCisco Desktop Administrator Bandwidth Usage

These numbers depend on overall network efficiency.Note

Between CustomerWeb Server andSocialMiner (KBps)

BetweenSocialMiner andAgent Desktop(KBps)

Between UnifiedCCX and AgentDesktop (KBps)

Between UnifiedCCX andSocialMiner (KBps)

12 312 34.02 23.35 1Actual databandwidth

1001004040Data bandwidthconsidering HTTPtraffic and otherfactors

1 Allocate network bandwidth for signal communication based on this formula:

Signaling network bandwidth (in KBps) = Number of new chat sessions per second × Number of messagesper chat session × Average message size

Example

If you have a Busy Hour Call Completion (BHCC) of 2400 (maximum supported) with an average chatduration of 3 minutes, you have 0.67 chat sessions per second. On average, if each chat session has fivemessages for state signaling and contact injection and each message is 1 KB (500 characters), then bandwidthutilization is 0.67 × 5 ×1 KBps = 3.35 KBps.2 Allocate network bandwidth for signal communication based on this formula:

Signaling network bandwidth (in KBps) = Number of new chat sessions per second × Number of messagesper chat session × Average message size

Example

If you have a BHCC of 2400 (maximum supported) with an average chat duration of 3 minutes, you will have0.67 chat sessions per second. On average, if each chat session has 3 messages and each message is 2 KB(1000 characters), bandwidth utilization is 0.67 × 3 × 2 KBps = 4.02 KBps.3 Allocate network bandwidth for chat based on this formula:

Chat network bandwidth (in KBps) = Chat sessions sending message per second × Average message size

Example

If all of the120 sessions are active and 10 percent of the chat sessions are sending messages every second,120 × 10 / 100 = 12 chat sessions are sending a message each second.

If the average message size is 1 KB (500 characters), the chat network bandwidth is 12 KBps.

Agent Email FeatureWhen you deploy Unified CCX along with Cisco SocialMiner, observe the following network requirements:

Delay—The maximum allowed round-trip time (RTT) between the Unified CCX server and SocialMiner is150 ms.


Design ConsiderationsAgent Email Feature

Bandwidth—In addition to the requirements for the Unified CCX and Unified Communications Managerclusters, you must provision sufficient bandwidth for SocialMiner, the mail server, and remote agent/supervisordesktops to deploy Agent Email successfully.

The following table shows the minimum bandwidth requirement for Unified CCX and SocialMiner whenthey are not located in the same network.

These numbers depend on overall network efficiency.Note

Between Unified CCX and SocialMiner (KBps)

0.67 1Actual data bandwidth

40Data bandwidth considering HTTP traffic and otherfactors


Signaling network bandwidth (in KBps) = Number of new email sessions per second × Number of messagesper email session × Average message size

Example

If you have 400 emails (maximum supported) per hour, you will have 0.11 email sessions per second. Onaverage, if each email session has six messages for state signaling and contact injection and each message is1 KB (500 characters), then bandwidth utilization is 0.11 x 6 x 1 KB = 0.67 KBps.

Between Unified CCX and Agent Desktop (KBps)

2.22 2Actual data bandwidth

40Data bandwidth considering HTTP traffic and otherfactors


Signaling network bandwidth (in KBps) = Number of new email sessions per second × Number of messagesper email session × Average message size

Example

If you have 400 emails (maximum supported) per hour and an agent can handle five concurrent emails, youwill have 0.11 emails per second. The agent can requeue or respond to that email directly. Assuming onaverage 10% of email messages are requeued and there are 100 Email CSQs in the system, three messages,each 1 KB, and the requeue list message is 10 KB, the bandwidth requirement is calculated as follows:

network bandwidth (in KBps) = number of concurrent emails x number of new email sessions per second x[(number of messages per email session x average message size) + (percentage of emails requeued x size ofrequeue list message)]

5 x 0.11 x ((3 x 1 KB) + (0.1 x 10 KB)) = 2.22 KBps



Agent Email Flow

There are four types of Agent Email flows that exist between the Agent Desktop, SocialMiner, and theExchange Server.

• Basic Email flow—No attachments and no requeue.

• Email with attachments flow—The customer's email contains attachments and the agent's reply hasattachments.

• Email requeue flow—The customer's email is sent to another queue.

• Email requeue with attachments flow—The customer's email contains attachments. The email is requeuedand the agent's reply contains attachments.

The flows listed above represent the extreme cases which makes the calculations conservative.

Requeues and attachments are expected to occur 10% of the time. The maximum number of emails per houris 400. The occurrence of each type of flow is determined by first calculating the number of basic and requeueflows followed by the number of basic and requeue flows that contain attachments:

• Total basic email flow = Maximum email per hour – [maximum email per hour x (requeue percent /100)]

• Email with attachments flow = total basic email flow x (attachment percent / 100)

• Basic email flow = total basic email flow – email with attachments flow

• Total email requeue flow = Maximum email per hour x (requeue percent / 100)

• Email requeue with attachments flow = total email requeue flow x (attachment percent / 100)

• Email requeue flow = total email requeue flow – email requeue with attachments flow

After considering the maximum values, the calculation is:

• Total basic email flow = 360

• Email with attachments flow = 36

• Basic email flow = 324

• Total email requeue flow = 40

• Email requeue with attachments flow = 4

• Email requeue flow = 36

Each of the flows has a set of messages with different bandwidth requirements. The requirements are derivedbased on the following constants:

• Customer email size = 6 KB

• Attachment size = 5120 KB

• Agent reply size = 6 KB

• SLA = 60 minutes



• Save draft interval = 3 minutes

Agent Desktop and SocialMiner

If SocialMiner and Unified CCX are not co-located, additional bandwidth is required for communication andcontact signaling.

Between Agent Desktop and SocialMiner

3560160 KB per hourActual data bandwidth

1024 KBpsData bandwidth considering HTTP traffic and otherfactors

Example

Using an email size of 6 KB and an agent reply of 6 KB, the bandwidth requirements for the set of messagesbetween the Agent Desktop and SocialMiner for each flow is as follows:

• Basic email flow = 6288 KB

• Load UI files into Finesse = 6144 KB

• Signaling = 6 KB

• Get email body = 6 KB

• Save draft = agent reply size x (SLA / save draft interval) = 120 KB

• send reply = customer email size + agent reply size = 12 KB

• Email with attachments flow = 31888 KB


• Signaling = 6 KB

• Get email body with attachments = customer email size + attachment size = 5126 KB


• Customer attachments download = attachment size = 5120 KB

• Agent attachments upload = attachment size = 5120 KB

• Agent attachments download = attachment size = 5120 KB

• Send reply with attachments = customer email size + agent reply size + attachment size = 5132 KB

• Email requeue flow = 6300 KB


• Signaling (get contact + reserve contact) = 4 KB


• Requeue = 2 KB



• Signaling (requeue + get contact + reserve contact) = 6 KB



• Send reply = customer email size + agent reply size = 12 KB

• Email requeue with attachments flow = 37020 KB


• Signaling (get contact + reserve contact) = 6 KB


• Signaling (requeue + get contact + reserve contact) = 6 KB






• Send reply with attachments = (customer email size + agent reply size + attachment size) = 5132KB

At 400 emails per hour, the bandwidth for each flow is as follows:

• Basic email flow = 6288 KB x 324 = 2037312 KB

• Email with attachments flow = 31888 KB x 36 = 1147968 KB

• Email requeue flow = 6300 KB x 36 = 226800 KB

• Email requeue with attachments flow = 37020 KB x 4 = 148080 KB

The total bandwidth is 3560160 KB per hour. The bandwidth in KBps between the Agent Desktop andSocialMiner is 1024 KBps.

SocialMiner and Mail Server

SocialMiner must retrieve emails, save drafts, and send emails from the Agent Desktop to the mail server. Ifthe mail server is not on the same network as SocialMiner, you must ensure that the bandwidth requirementis based on mean per-session email traffic.

Between SocialMiner and Mail Server (KBps)

1516720 KB per hourActual data bandwidth

512 KBpsData bandwidth considering HTTP traffic and otherfactors

Example



Using an email size of 6 KB and an agent reply of 6 KB, the bandwidth requirements for the set of messagesbetween the SocialMiner and mail server for each flow is as follows:

• Basic email flow = 156 KB

• Initial fetch of customer email = 6 KB



• send = 2 x (customer email size + agent reply size) = 24 KB

• Email with attachments flow = 35996 KB

• Initial fetch of customer email with attachments = customer email size + attachment size = 5126KB






• Send reply with attachments = 2 x (customer email size + agent reply size + attachment size) =10264 KB

• Email requeue flow = 162 KB

• Initial fetch of customer email = 6 KB


• Get email body after requeue = 6 KB


• Send reply = 2 x (customer email size + agent reply size) = 24 KB

• Email requeue with attachments flow = 41122 KB

• Initial fetch of customer email with attachments = customer email size + attachment size = 5126KB


• Get email body with attachments afer requeue = customer email size + attachment size = 5126 KB







• Send reply with attachments = 2 x (customer email size + agent reply size + attachment size) =10264 KB

At 400 emails per hour, the bandwidth for each flow is as follows:

• Basic email flow = 156 KB x 324 = 50544

• Email with attachments flow = 35996 KB x 36 = 1295856

• Email requeue flow = 162 KB x 36 = 5832 KB

• Email requeue with attachments flow = 41122 KB x 4 = 164488 KB

The total bandwidth is 1516720 KB per hour. The bandwidth in KBps between SocialMiner and the mailserver is 512 KBps.

SecuritySecurity can be implemented on many levels. Applications security is dependent upon security implementedat the infrastructure level. For more details on security at the network infrastructure level, refer to the securitydesign considerations in theCisco IP Telephony Solution Reference Network Design documentation, availablehere:

http://www.cisco.com/warp/public/779/largeent/it/ese/srnd.html

Corporate Data AccessIn addition to call routing, Unified CCX or Cisco Unified IP IVR scripts often process enterprise data fromexisting corporate data stores such as a database or a corporate directory server for functions such as accountauthorization and order status. These data stores often already exist and share data with other enterpriseapplications.

This figure shows an example of a network where voice and data components reside in separate VLANs andare separated by a firewall.Figure 20: Unified CCX Accessing Data Stores


Design ConsiderationsSecurity

http://www.cisco.com/go/srnd

Unified CCX can communicate with these external sources through its subsystems, provided that NetworkAddress Translation (NAT) is not used.

Ping NAT PAT and Reverse DNS LookupsThe following configurations and information are required for the CAD software to work properly.

The Cisco Agent Desktop application uses the TCP Ping command to verify that it can communicate withthe active VoIP servers. This is done even if no agents are configured to use a VoIP Monitor service for thesilent monitoring feature. If Ping is disabled on the machine running a CAD VoIP Monitor Server, the silentmonitoring feature will not work properly.

There are certain CAD modules that rely upon reverse DNS lookups. If this feature is turned off on themachines running CAD services, there will be a loss of some functionality and errors will be generated andlogged.

Network Address Translation (NAT) and Port Address Translation (PAT) are supported between CAD andthe Unified CCX servers as long as the CAD client applications are behind a VPN. NAT is supported withIP Phone Agent (IPPA). However, you are required to use static IP addresses for the IP Phone Agent phonesas well as Static NAT. Dynamic NAT and address overloading are not supported. PAT is not supported withIPPA. Refer to the Cisco CAD Installation Guide for more detail.

QoS and Call Admission ControlQuality of service (QoS) becomes an issue when more voice and application-related traffic is added to analready growing amount of data traffic on your network. Accordingly, Unified CCX and time-sensitive trafficsuch as voice need higher QoS guarantees than less time-sensitive traffic such as file transfers or emails(particularly if you are using a converged network).

QoS should be used to assign different qualities to data streams to preserve Unified CCXmission-critical andvoice traffic. The following are some examples of available QoS mechanisms:

• Packet classification and usage policies applied at the edge of the network, such as Policy Based Routing(PBR) and Committed Access Rate (CAR).

• End-to-end queuing mechanisms, such as Low Latency Queuing (LLQ). Because voice is susceptible toincreased latency and jitter on low-speed links, Link Fragmentation and Interleaving (LFI) can also beused to reduce delay and jitter by subdividing large datagrams and interleaving low-delay traffic withthe resulting smaller packets.

• Scheduling mechanisms such as Traffic Shaping to optimize bandwidth utilization on output links.

Unified CCX and Application-Related TrafficThe table lists TCP ports and DSCP markings for use in prioritizing Unified CCX and Unified CMmission-critical CTI traffic. The DSCP markings for call signaling traffic between Unified CCX and CiscoUnified Communication Manager and for voice traffic played from the Unified CCX server are set by defaultaccording to the traffic classification guidelines documented inCisco Unified Communications System DesignGuidance, available here:

http://www.cisco.com/go/ucsrnd.

Unified CCX does not mark any network traffic other than those mentioned here. As a result, traffic shouldbe marked and prioritized at the edge according to the values in the table.


Design ConsiderationsPing NAT PAT and Reverse DNS Lookups


The performance criteria used in classifying this traffic includes:

• No packet drops on the outbound or inbound interface of the WAN edge router

• Voice (G.729) loss under 1percent

• One-way voice delay under 150 ms

A detailed description of QoS is not within the scope of this design guide. For QoS design considerations,refer to the quality of service design guide available here:

http://www.cisco.com/go/designzone

Table 36: QoS Classifications for Unified CCX Interfaces

DSCP MarkingPortInterface /Protocol

Unified CCX Component

CS3TCP 2748CTI-QBEUnified CCX Engine — CTI-QBE messagingdestined to Unified CM from Unified CCX

AF21TCP 8443HTTP /HTTPS

Unified CCX Administration and BIPPA Service— HTTP traffic destined for web administrationand BIPPA interface on Unified CCX

AF21TCP 8443HTTPS /SOAP

Unified CCX Engine and Unified CCXAdministration—SOAPAXLHTTPSmessagingdestined to Unified CM from Unified CCX

CS3TCP 12028CTIUnified CCX Engine — CTI messaging destinedto Unified CCX from CAD clients

EFUDP 16384 - 32767RTPUnified CCX Engine — RTP voice bearer traffic(bi-directional)

EFUDP 59010

UDP 59012

RTPVoIP Monitor Service— RTP voice bearer trafficdestined for CSD from Unified CCX(SPAN-based) or CAD (Desktop-based)monitoring

QoS Considerations for CAD SoftwareThe most important network traffic for quality of service consideration in the CAD software is the voicestreams sent between VoIP requestors and providers. The processes that send and receive these voice streamshave been set to have higher priorities than other processing threads. This helps assure that there will be nodelays in processing these voice streams. However, the voice streams themselves contain no QoS markings.These markings are stripped off when the voice streams are captured by the VoIP providers' software. Thenetworking components used to send these data streams (switches, routers, gateways) should be configuredwith the appropriate QoS settings to ensure the delivery of these voice streams to meet the intended QoSrequirements.


Design ConsiderationsQoS Considerations for CAD Software

http://www.cisco.com/go/designzone

CAC and RSVPUnified CM supports Resource-Reservation Protocol (RSVP) between endpoints within a cluster. RSVP is aprotocol used for Call Admission Control (CAC) and is used by the routers in the network to reserve bandwidthfor calls. The bandwidth being controlled is only for the voice streams, call signalling traffic is not part ofCAC.

Before RSVP, each Unified CM cluster maintained its own calculation of howmany active calls were traversingbetween locations in order to calculate bandwidth usage. If more than one Unified CM cluster shared the samelink, bandwidth would have to be carved out and dedicated for each cluster, and this led to inefficient use ofavailable bandwidth. RSVP also enables customers to deploy complex network topologywhile location-basedCAC is limited to a hub-and-spoke type of topology.

RSVP solves this problem by tracing the path between two RSVP Agents that reside on the same LAN as theIP Phones. A software MTP or transcoder resource that runs on Cisco IOS routers can be RSVP Agents. TheRSVPAgents are controlled by Unified CM and are inserted into the media stream between the two IP phoneswhen a call is made. The RSVP Agent of the originating IP Phone will traverse the network to the destinationIP Phone's RSVP Agent, and reserve bandwidth. Since the network routers (and not Unified CM) are keepingtrack of bandwidth usage, multiple phone calls can traverse the same RSVP controlled link even if the callsare controlled by multiple Unified CMs.

For more information, see the RSVP chapter in Cisco Unified Communications Solution Reference NetworkDesign (SRND).

Unified CCX selects a call center agent independent of the mechanism, using either RSVP or location-basedCAC. Unified CCX routes a call to an available agent even though the agent phone might not be able to receivethe call due to lack of bandwidth. Proper sizing of bandwidth between sites is very important.

For any call transfer, there are moments when two calls are active. If any of the active calls traverses betweensites, then CAC is used. Even when the original call is placed on hold during a transfer, that call still takes upthe same amount of bandwidth just like an active call.

In the two examples that follow, the voice gateway and agents are at a remote site, while the Unified CCXserver is at another site. A call from PSTN reaches the voice gateway at the remote site and connects to UnifiedCCX at the site. This takes one call bandwidth over the WAN link, which is represented by the caller stream.Once an agent is available and selected at the remote site, Unified CCX transfers the call to the agent.


Design ConsiderationsCAC and RSVP

Figure 21: Call From PSTN to Unified CCX Server to Agent

During the transfer, before the agent picks up the call, there is another call setup between Unified CCX andthe agent phone. It takes up another call bandwidth over the WAN, and is represented by the agent stream inthe previous example. Once the agent picks up the call, the voice traffic is between the voice gateway and theagent phone, which are both at the remote site. At that time, no bandwidth is reserved over the WAN, asillustrated in the following example. This example shows how call bandwidth is reserved in a contact centercall that is eventually routed to an agent. Depending on where the voice gateway, the agents, and the UnifiedCCX server are located, proper WAN bandwidth should be provisioned.Figure 22: After Agent Picks Up Call

Bandwidth Security and QoS Considerations for Unified Intelligence CenterThe two bandwidth measurements in a Unified Intelligence Center installation include the following:

• Bandwidth between the Unified Intelligence Center and data source


Design ConsiderationsBandwidth Security and QoS Considerations for Unified Intelligence Center

• Bandwidth between the user and Unified Intelligence Center

The Unified CCX database is local to the server. In a normal operating mode, the bandwidth between UnifiedIntelligence Center and the data source can be ignored.

Each report requires about 2.6 Mbps of bandwidth between the user and Unified Intelligence Center.Note

The configuration parameters that affect bandwidth include the following:

• Number of rows in the report: 8000

• Size of each row: 500 bytes

• HTML size overhead for each row: 500 bytes

• Time to transfer the rendered report from Unified Intelligence Center to the browser: 3 seconds

Server Capacities and LimitsOVA Profile

The following table displays Open Virtualization Alliance (OVA) configuration settings to be used for UnifiedCCX:

Table 37: OVA Settings

vDiskvRAMvCPUAgent Capacity

1 x 146GB8 GB2100 agents



The following table provides a selected list of capacity limits when deploying Unified CCX.

Table 38: Capacity Limits

CapacityDeployment

400Maximum number of inbound agents

150Maximum number of preview outbound agents

100Maximum number of remote agents

42Maximum number of supervisors

400Maximum number of IVR ports

150Maximum number of outbound IVR ports


Design ConsiderationsServer Capacities and Limits

CapacityDeployment

150Maximum number of progressive and predictiveoutbound agents

This table shows absolute limits. Reaching the limits for multiple criteria in a specific configuration mightnot be possible. Use the Cisco Unified Communications Sizing Tool to validate your configuration. This toolis available at:


The Cisco Unified Communications Sizing Tool is available to Cisco partners only. For more details and tovalidate your configuration, contact your Cisco sales engineer or Cisco partner to access this tool.

For information on capacity and sizing of Cisco Workforce Optimization, refer to the Cisco WorkforceOptimization System Configuration Guide.

The summary overview of systemmaximums for inbound and outbound voice listed in the table is for referenceonly.

Table 39: Reference Capacities for Inbound Systems

Inbound-Only System Maximum Capacities

Two-Server ClusterStandalone Server

123123OVA profile

100300400100300400Agents

103242103242Supervisors

100300400100300400Finesse Email volume per hour

3012012030120120CAD Agent Email concurrentagents

6012012060120120Finesse multisession email

6012012060120120Web Chat concurrent sessions8

120024002400120024002400Web Chat volume per hour

103242103242Monitoring

246484246484Recording and Playback usingCAD9

N/AN/AN/AN/AN/AN/ARecording and Playback usingFinesse 10

3525025035250250Customer service queues

250250250250250250Skills

101616388Historical reporting sessions




Inbound-Only System Maximum Capacities

100300400100300400IVR ports11

5010010050100100ASR ports

4016016040160160TTS ports

408080408080VoiceXML ports

103232103232Remote monitoring

200050006000200050006000Busy Hour Call Completions(BHCC)

505050505050Number of skills with which anagent can associate

252525252525Number of CSQs with which anagent can associate (includestotal combined email CSQs andvoice CSQs)

505050505050Number of skills with which aCSQ can associate

252525252525Number of CSQs for which a callcan queue

505050505050Number of agents per team withFinesse

1010010010100100Maximum CSQs for FinesseAgent Email

8 Example; If your OVA profile is 1, the agent seat count is 100, you can have 60 chat sessions. If youragent seat count is 10, you can have 10 chat sessions.

9 84 for Premium; 32 for Enhanced.10 The recording limit is based on the number of recording licenses deployed on Unified CCX. Appropriate

capacity planning is required to perform recording and playback on MediaSense. For more informationsee, Solution Reference Network Design for Cisco MediaSense available here: http://www.cisco.com/en/US/products/ps11389/products_implementation_design_guides_list.html

11 The number of IVR ports is also limited by the maximum number supported for a given server platform.In case of virtualized deployment, the maximum number of IVR ports is limited by themaximum numbersupported for a given virtual machine template.

Table 40: Reference Capacities for Blended Inbound and Outbound Systems

Blended Inbound and Outbound System Maximum Capacities

Two-Server ClusterStandalone Server

100300400100300400Agents






103242103242Supervisors

103242103242Monitoring

103242103242Recording and Playback

3525025035250250Customer service queues

250250250250250250Skills

100300400100300400IVR ports

5010010050100100ASR ports

4016016040160160TTS ports

408080408080VoiceXML ports

3012012030120120Agent E-Mail concurrent agents

6012012060120120Web Chat concurrent sessions12

120024002400120024002400Web Chat volume per hour

103232103232Remote monitoring

7515015075150150Blended or Preview Agents

7515015075150150Blended orProgressive/Predictive Agents

200050006000200050006000Preview Outbound BHCC

200050006000200050006000Progressive and PredictiveOutbound BHCC

200050006000200050006000Outbound IVR BHCC

200050006000200050006000Total BHCC13

505050505050Number of skills with which anagent can associate

252525252525Number of CSQs with which anagent can associate

505050505050Number of skills with which aCSQ can associate

252525252525Number of CSQs for which a callcan queue




100100100100100100Number of email CSQs (withFinesse)

7515015075150150Outbound IVR ports

200020002000200020002000Maximum number of configuredagents

12 Example; If your OVA profile is 1, the agent seat count is 100, you can have 60 chat sessions. If youragent seat count is 10, you can have 10 chat sessions.

13 For high-availability (HA) deployments, the BHCC listed in the table is for LAN deployments. ForWAN deployments, BHCC is 5000, 750, and 750 for OVA profile 3 and 2, and 1, respectively. Inaddition, the BHCC contributed by the preview outbound dialer should not exceed 1000, 750 and 750for OVA profile 3, 2, and 1, respectively. The BHCC contributed by Outbound IVR should not exceed1000 and 750 for OVA profile 3 and 2 respectively. These reduced BHCCs apply only to HA overWANdeployments.

All the capacities stated in this section are system maximums.Note

IPv6 SupportUnified CCX provides dual-stack support for IPv6. The following diagram depicts the IPv6 support for variouscomponents in Unified CCX:

IPv6 is not supported for the following components:


• SocialMiner

• Automatic Speech Recognition (ASR) and Text To Speech(TTS) engines

• MediaSense


Design ConsiderationsIPv6 Support

• Workforce Optimization

• SIP gateway configuration for Agent/IVR predictive and progressive outbound campaign

To enable IPv6 addressing, see the Settings chapter in Cisco Unified Communications Operating SystemAdministration Guide for Cisco Unified CCX and Cisco Unified IP IVR available here:


To configure IPv6 addressing, see the Access Server Menu chapter in Cisco Unified CCX AdministrationGuide available here:


For more information on IPv6 deployment with Unified CM, refer to the documentDeploying IPv6 in UnifiedCommunications Networks with Cisco Unified Communications Manager available here:


Citrix Terminal Services Support for Cisco Agent DesktopUnified CCX supports the running of CAD within a Citrix terminal services environment. When planning touse Citrix terminal services for CAD, the following considerations need to be taken into account:

• All Cisco Desktop client applications are supported in a Citrix terminal services environment. Refer tothe Citrix integration document below for the supported Cisco Desktop applications.

• Desktop monitoring (for silent monitoring and recording) is not supported with Citrix terminal services.SPAN port monitoring must be used.

• Macros work only if they involve applications running on the Citrix server, and not those running on theclient PC.

• Only one Citrix user name is supported per CAD application login.

Please reference Integrating CAD with Thin Client and Virtual Desktop Environments for implementationdetails. This document can be found at:

http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_implementation_design_guides_list.html

Unified CCX Software CompatibilityUnified CCX software is dependent upon integration with many other software components, especially UnifiedCM. Check that the Unified CCX release you are planning is supported with the Unified CM release for whichthis deployment is planned.

For the list of supported virtual servers for Unified CCX, see the Unified CCXCompatibility related informationlocated at: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.


Design ConsiderationsCitrix Terminal Services Support for Cisco Agent Desktop






http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_implementation_design_guides_list.html



Cisco Unified CCX Disk Space UsageThis section provides information about determining disk space usage and requirements when you install theUnified CCX. The historical reporting (HR) database (DB) size of the Unified CCX depends on the size ofthe hard disk on which it is stored. The following table provides an example of disk space usage for these DBtypes.

Table 41: Cisco Unified CCX Disk Space Usage

ConfigurationDB Size

Agent DB Size(rascal)

Repository DBSize

HR DB SizeServer Disk SizeSever Type

0.5 GB0.5 GB3.0 GB12 GB1x146 GB100 Agent VMprofile



Design Considerations for SPAN-Based ServicesThe traditional SPAN-based VoIP service allows the IP traffic from one or more ports to be copied and sentto a single destination port.

Be aware of these factors when configuring traditional SPAN-based VoIP monitor services:

• Unified CCX does not support using a second NIC for SPAN-Based VoIP monitor. As a result, switchesthat do not allow the destination port of a SPAN configuration to act as a normal network connectioncannot be used to perform VoIP monitor. The following switches that do not support normal networktraffic on SPAN destination ports are not supported: 2950, 3000, 3100, 3200, 3550.

• The following switches do not support SPAN sessions: 1700, 2100, 2800, 2948G-L3, 4840G, CE-500,CE-520.

• Local SPANs (LSPANs) are SPANs where all the source ports and the destination port are physicallylocated on the same switch. Remote SPANs (RSPANs) can include source ports that are physicallylocated on another switch. The following switches do NOT support RSPAN (although they may be anintermediate switch in an RSPAN configuration): 1200, 1900, 2820, 2900, 2900XL, 2926GS, 2926F,2926T, 2948G, 2950, 2980G, 3000, 3100, 3200, 3500XL, 3524-PWR XL, 3508GL XL, 3550, 5000,5002, 5500, 5505, 5509.

• In some configurations, the VoIPMonitor service can receive duplicate voice packets, which causes poorspeech quality. To avoid this, only Ingress packets to a port are sent to the VoIP monitor service. Thisis a setting for SPAN, which the following switches do not support: 1900, 2820, 2900, 2900XL, 3000,3100, 3200, 3500XL.

• In some switches, SPAN cannot use VLANs as sources, which is known as VSPAN. In that case, SPANmust designate individual ports to use for monitoring. The following switches do not support VSPAN:1200, 1900, 2820, 2900XL, 2950, 3000, 3100, 3200, 3500XL, 3524-PWR XL.

For more information, refer to the Voice Over IP Monitoring Best Practices Deployment Guide.


Design ConsiderationsCisco Unified CCX Disk Space Usage

The following table shows the limits of the number of SPAN and RSPAN sessions that can exist on a switch:

Table 42: SPAN and RSPAN Switch-Based Session Limits

Maximum SPAN sessions allowedSwitch model

11200

11900

12820

12900

12900XL

52926GS

52926GL

52926T

52926F

12940

52948G

12960 LAN Lite

22960 LAN Base

52980G

13500XL

13524-PWR XL

13508GL XL

23560

23750

54003

54006

52912G

55000

55002

55500

55505


Design ConsiderationsDesign Considerations for SPAN-Based Services

Maximum SPAN sessions allowedSwitch model

55509

306006

306009

306506

306509

306513

Deployment Guidelines for Agent Phones that Support G.722 oriLBC

Unified CCX can monitor and record only G.711 and G.729 agent calls. The newer version of some agentphones for Unified CM and Unified CM support G.722 and iLBC. If both the calling device (voice gatewayor IP Phone) and agent phone support G.722 or iLBC, these codecs may be chosen as the preferred codec forthe call, and monitoring and recording will fail. The following configurations can be used to prevent thesecodecs from being used in the call:

• Disable advertising G.722 codec capability for the agent phone if the phonesupports this codec.

• In the Region used by the agent phone, set the audio codec as G.711 orG.729 only and do not set the Link Lossy Type as Lossy to prevent iLBCfrom being used.

Unified CM


Design ConsiderationsDeployment Guidelines for Agent Phones that Support G.722 or iLBC

A P P E N D I X AUnified CCX Failover

• Automatic Call Distribution (ACD), on page 135• Interactive Voice Response, on page 135• Unified CCX Outbound Dialer, on page 135• Engine Redundancy, on page 136• WAN Link Failure Between Sites—Island Mode, on page 137• When the Master Engine is Down, on page 137• WAN Link and Single Engine Failure, on page 138• Extend and Connect Failover, on page 138• Web Chat for Agent and Supervisor, on page 138• Chat , on page 139• Cisco Finesse High Availability Considerations, on page 139• Finesse Agent Email Failover, on page 140• Cisco Unified Intelligence Center High Availability Considerations, on page 141

Automatic Call Distribution (ACD)The HA failure of the active server is detected and the ACD subsystem can automatically fail over from theactive to the standby server. All ACD functions are restored on the standby server within 5 seconds.

Interactive Voice ResponseWhen an active server fails in a HA system, IVR subsystem will automatically failover.

All calls in queue and calls receiving IVR call treatment will be lost. Calls already transferred to the agentwill be preserved.

Unified CCX Outbound DialerBehavior Under High Availability

The Config Data Store (CDS) is required for normal operation of outbound for call status and call resultupdates of contact records. When deploying in a two-node high availability system, the CDS must be running


on both nodes to enable the database write operation. The Outbound subsystem will be operational as longas the Publisher CDS is up and running. In a high availability environment, only the dialer in the master nodeis active.

If a contact is imported for a campaign and failover occurs before the contact is dialed out, then the contactis retried the next day. The number of contacts that can be retried for each campaign is as mentioned below:

• For direct preview campaigns, the count is the maximum value that is configured for Contact RecordsCache Size field.

• For IVR-based progressive and predictive campaigns, the count is the Number of Dedicated Portsmultiplied with the Lines Per Port (LPP) values configured.

• For agent-based progressive and predictive campaigns, the count is 45 for medium or large VM profilesand is 15 for small VM profiles.

Failover Scenarios for Preview Outbound:

• If a preview outbound call not in reserved state is waiting for the agent to accept the call and when themaster engine goes down, the agent is automatically logged out and the preview call disappears from theagent desktop. If the master engine restarts during failover, the call status for that contact record is setto unknown. If the master engine does not restart during failover, the contact is called when the campaignstarts and there are available agents.

• If a preview outbound call not in reserved state is accepted by the agent and the call is ringing on thecustomer phone, there is no change on the call. However, the agent is logged out and will be able to usecall control capabilities only through the phone.

Failover Scenarios for Progressive and Predictive IVR-Based Outbound:

• The CTI ports on the master engine will go out of service on a failover and the calls that are in progressbetween customers and CTI ports will be disconnected. The standby server will continue dialing out theremaining contacts in the campaign after the failover.

Failover Scenarios for Progressive and Predictive Agent-Based Outbound:

• If an agent is currently on an outbound call and Cisco Finesse service restarts or agent closes the browserand reopens, then the agent is automatically logged in after 60 seconds and the state of the agent is setto Not Ready. If the customer is still on the call, then the agent continues to handle the call but outboundspecific options will not be available on the agent desktop.

Engine RedundancyAny incoming call arriving at Unified Communications Manager destined for Unified CCX route points canbe accepted by the Unified CCX engine and all Unified CCX call treatment and ACD routing services areoperational. Automatically logging on large numbers of agents may take up to one minute.

During failover, ACD subsystem will not be able to route calls to agents until the automatic login processcompletes and the agent manually sets the state to Ready. Agents on Unified CCX routed calls will see thosecalls survive and CAD will automatically re login agents back within one minute, and they will see a visual


Unified CCX FailoverEngine Redundancy

indicator that a failover has occurred. After being logged back in, agents will have to set the state to Readywhen they are ready to begin receiving calls.

IP Phone Agent (IPPA) takes more than one minute to failover in general, however in case of network outages,there may be additional timeouts involved. Agents using IPPA will need to manually log in to the new masterUnified CCX Engine server.

WAN Link Failure Between Sites—Island ModeConnectivity failure creates a scenario called ‘Island mode’ where each node (on either side of the network)assumes mastership and handles calls. Each node behaves as if the other side has failed and declares itselfmaster (Engine and Data Stores components). The node that was already the master, continues as is. Phonesand CAD/CSD need to register with the Engine and Unified Communications Manager pair on the same sideof the network. This operation happens automatically. The following lists the failover behaviors:

• Historical data is written to local Data Stores• Real Time Reporting (RTR) shows the status of each node independently• No configuration changes are allowed• Enterprise Database access across the network is not possible• Outbound will be impaired as these do not support high availability

If the Island mode occurs for more than four days, DB replication between the nodes will be broken and willneed to be reestablished from Unified CCX Administration web interface when the WAN link is restored.

Backup scripts are executed on the publisher, and it backs up the database that has mastership. In Island mode,only one node gets backed up and the data getting collected on the other node does not get backed up. Thebackup is inconsistent, and if restored, there will be loss of data.

Note

When Connectivity is Restored

Once the network connectivity is restored, convergence of engine mastership occurs. Two masters cannotexist and one of the nodes will drop mastership. All active calls being handled by that node will be dropped.

Similarly, convergence happens for the data stores with no disruption in call activity. All data will be replicatedas soon as convergence is done only if the link was up within a predetermined replication retention period,otherwise, the customer needs to initialize the replication from datastore control center pages.

You can use the Unified CCXAdministration Datastore control center pages or the CLI to check the replicationstatus.

Tip

When the Master Engine is DownOnce the master engine goes down, the engine on the other node will be selected as the new master. Callswhich were queued by the previous primary engine are dropped after a failover. New calls coming in whileagents are re-logging will stay in the queue until agents log in. Historical data will be written to the newmasterengine’s local database.


Unified CCX FailoverWAN Link Failure Between Sites—Island Mode

WAN Link and Single Engine FailureWhen the WAN goes down, CTI functionality, which was provided by Unified CM Sub 1 across the WANis no longer available. The master engine on node 2 fails over to Unified Communications Manager Sub 2.All calls still in the queue are dropped.

Some agents will remain in Not Ready state since the corresponding agent’s phones are registered with theUnified Communications Manager Sub 1. There is no automatic function to force phones to re-register.

This situation is corrected when the WAN link is restored.

Extend and Connect FailoverThe following table describes the persistent connection call behavior during the failover of Unified CCX andCisco Unified Communications Manager.

Cisco FinesseCisco Agent DesktopFailover

ICD CallPersistentConnection Call

ICD CallPersistentConnection Call

Not terminatedNot terminatedNot terminatedNot terminatedUnified CCXfailover

Not terminated. Theagent enters the NotReady state

TerminatedICD call is notterminated.

This messageappears: Agentdevice is outof service.

The agent enters theNot Ready state

Terminated.

This messageappears: Agentdevice is outof service.

The agent enters theNot Ready state

Cisco UnifiedCommunicationsManager failover

Not terminatedNot terminatedTerminated. Whenyou reconnect, thepersistentconnection call isreestablished

Terminated andreestablished afterthe desktopconnection isrestored

Desktopconnectivity loss

Web Chat for Agent and SupervisorWith high availability, failure of the active server can be detected and the Web Chat subsystem automaticallyfails over from the active server to the standby server. All unanswered chats are moved to the new activeserver.

All logged-in agents are logged out and redirected to the new active server, where they need to log in again.

An active chat session is not terminated in Cisco Agent Desktop; however, the agent is logged out from theserver. After the chat session is over, the agent must log in to the new active server.


Unified CCX FailoverWAN Link and Single Engine Failure

Cisco SocialMiner does not support HA deployment options. The fault tolerance for Web Chat is providedin the Unified CCX. In an HA deployment, SocialMiner is configured to communicate with both the UnifiedCCX nodes. When a new contact arrives at SocialMiner, both the Unified CCX nodes are notified.

In the case of a failover, all queued or unread contacts are reintroduced by SocialMiner into the Unified CCX,and the new master server will queue these contacts and start the allocation. Chat will be unavailable if theSocialMiner is down.

Web Chat does not support the Island mode scenario.Note

ChatWith high availability, failure of the active server can be detected and the nonvoice subsystem automaticallyfails over from the active server to the standby server. All unanswered chats are moved to the new activeserver.

An active chat session is terminated in the Finesse agent desktop. An active chat session continues in theCisco Agent Desktop, but the agent is logged out from the server. After the chat session is over, the agentmust log in to the new active server.

The fault tolerance for Web Chat is provided in the Unified CCX. In an HA deployment, SocialMiner isconfigured to communicate with both the Unified CCX nodes. When a new contact arrives at SocialMiner,both the Unified CCX nodes are notified.

In the case of a failover, all emails that were previously queued and were assigned to an agent get requeuedand get assigned to the agents.

Cisco SocialMiner does not support HA deployment options. Chat and email will not be available if SocialMineris down.

Attention

Web Chat and email do not support the Island mode scenario.Note

Cisco Finesse High Availability ConsiderationsThis section describes Cisco Finesse operations during the failover of Unified CCX.

Smart Failover

Cisco Finesse clients do not complete redirection to the other server unless they confirm that Cisco Finesseis IN_SERVICE on the other server. If the failed side recovers by that time, the clients automatically reconnectto it.


Unified CCX FailoverChat

Failure Scenarios in HA Deployment

This table describes failure scenarios that you might encounter in high availability deployment.

RecoveryCiscoFinesseclientbehavior

What happensto CiscoFinesse SiteB?

What happensto CiscoFinesse Site A?

What happensto Unified CCX?

FailoverFailurescenario

After theconnectivity isreestablished,Unified CCXconverges onthe primarynode asmaster. Clientsconnected tononmasternode areredirected.

Clients canconnect andoperate withboth sites.

IN_SERVICEIN_SERVICEBoth Site A andSite B becomemaster.

NoConnectivitybetween SiteA and Site Bis broken(Islandmode).

After theconnectivity isreestablished,the primarynode will bethe master.Clientsconnected toSite B nodeare redirectedto Site A.

Clients canconnect andoperate withSite B.

IN_SERVICEOUT_OF_SERVICESite B will bethe master.

YesActive nodeis down (SiteA).

Finesse Agent Email FailoverHigh Availability Failover

Fault tolerance for Finesse Agent Email is provided in Unified CCX. In an HA deployment, Cisco SocialMineris configured to communicate with both Unified CCX nodes. When a new contact arrives at SocialMiner,both Unified CCX nodes are notified.

A redundant SocialMiner server cannot be configured, hence Finesse Agent Email is not available whenSocialMiner is down.

When a failure of the master Unified CCX occurs, the standby server automatically takes over. All on-deskemails are moved to the newmaster server and requeued. All agents are relogged-in to the newmaster UnifiedCCX server, where they must change their state to “Ready”.


Unified CCX FailoverFinesse Agent Email Failover

Failover scenarios

Observation and ActionFailure Scenarios

The NonVoice Subsystem goes to partial service. When the SocialMinerTomcat is up, Unified CCX reroutes the emails.

SocialMiner Tomcat goesdown

Agents cannot view the presented emails and are required to contact theadministrator. When the mail server is reachable, the administrator must usethe Reinject button on the SocialMiner Health page in the Unified CCXAdministration interface to ensure that the emails are attended to.

Mail Server not reachable

When the NonVoice Subsystem is up, Unified CCX reroutes the emails.Unified CCX NonVoiceSubsystem failure

All emails on the agent desktop are requeued back to the same Email CSQ.Agent desktop/browser crashes

The NonVoice Subsystem goes to partial service. When the SocialMinerXMPP service is up, Unified CCX reroutes the emails.

SocialMiner XMPP servicegoes down

The NonVoice Subsystem goes to partial service. When the Finesse XMPPservice is up, Unified CCX reroutes the emails.

Finesse XMPP service goesdown

Finesse Service goes out of service. Agent desktop looses connection andtries to reconnect.

When Finesse Tomcat is up, the administrator must use the Reinject buttonon the SocialMiner Health page in the Unified CCX Administrationinterface to ensure that the emails are attended to.

Finesse Tomcat goes down

Cisco Unified Intelligence Center High AvailabilityConsiderations

Server is Down

In a two-node high availability (HA) setup, you can connect to any node to access reports. If the node youare connected to goes down, then manually log in to the other node to access reports as this doesn't happenautomatically.

Island Mode

If WAN is down, the nodes function in Island mode and both of the nodes independently assume mastership(engine and data stores components). You can access reports from either of the nodes.

There will be a data discrepancy in the reports as there is no data replication between the nodes till theconnectivity is restored.

Standalone CUIC has no high availability.

Note


Unified CCX FailoverCisco Unified Intelligence Center High Availability Considerations

Live Data Gadgets Failover in Cisco Unified Contact Center ExpressThis section describes Live Data Gadget behavior in Unified CCX when different services fail.

Unified Intelligence Service Failure

WhenUnified Intelligence Center Service is down, an error message is displayed. After the Unified IntelligenceCenter is back in service, the server responds to client requests in 1 to 3 minutes.

Notification Service Failure

If Notification Service fails, gadgets will fail over from the primary server to the secondary server.

Network Connectivity Failure

If network connectivity fails, Cisco Finesse desktop will fail over from the primary server to the secondaryserver.


Unified CCX FailoverLive Data Gadgets Failover in Cisco Unified Contact Center Express

A P P E N D I X BCAD - Cisco Finesse Desktop Mixed ModeDeployment

This appendix provides the guidelines for deployment of Unified Contact Center Express 10.6(1) in whichagents log in to Cisco Agent Desktop (CAD) and Cisco Finesse. Such a mixed mode deployment enablescontact centers to plan the migration of their agents from CAD to Cisco Finesse in a phased manner.

• Mixed Mode Operation, on page 143• Prerequisites, on page 144• Installation, on page 146• Cisco Finesse Migration, on page 146• Functional Capability of Mixed Mode, on page 146• Limitations in Mixed Mode, on page 147

Mixed Mode OperationUnified CCX 10.6(1) in mixedmode operation has Cisco Finesse activated and at least one agent or supervisorconfigured and logged in with CAD, Cisco Supervisor Desktop (CSD), or Cisco IP Phone Agent (IPPA).

The key features that are supported in CAD and Cisco Finesse in mixed mode are as follows:

• Inbound and outbound calls (Direct Preview is supported in both CAD and Cisco Finesse while Predictiveand Progressive are supported only in Cisco Finesse)

• Supervisory functions (with the limitations explained in the Limitations in Mixed Mode section)

• Call recording (with the limitations explained in the Functional Capability of Mixed Mode section)

• Reporting

For more information, see the Functional Capability of Mixed Mode section.

The following table describes the features that are supported in CAD and Cisco Finesse desktop while inmixed mode.

Table 43: Features Supported in Mixed Mode

Supported in CAD and Cisco Finesse Desktop in Mixed ModeAgent Feature

Cisco FinesseCAD


Supported in CAD and Cisco Finesse Desktop in Mixed ModeAgent Feature

YYInbound voice

YYDirect Preview Outbound

YNAgent Email

YNWeb Chat

YNPredictive/Progressive Outbound

PrerequisitesThe following prerequisites must be met before you activate Cisco Finesse and use CAD agents in the sameUnified CCX 10.6 environment. For more information about CAD and Cisco Finesse, see the whitepaperSelecting the Right Desktop for Your Cisco Unified Contact Center Express: Cisco Finesse or Cisco AgentDesktop athttp://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html.

Team Structure

• A team is defined as one or more supervisors managing a group of agents receiving contacts from oneor more Contact Service Queues (CSQs).

• A team led by one or more supervisors should completely use either CAD or Cisco Finesse.

• All teams supervised by a supervisor (primary or secondary) must completely use either CAD or CiscoFinesse along with the supervisor(s).

• A supervisor who uses a CSD cannot supervise a Cisco Finesse team. Similarly a supervisor who usesCisco Finesse cannot supervise a CAD team.

Workflow

• You can create a Cisco Finesse workflow only after you activate Cisco Finesse. It is recommended toactivate Cisco Finesse and configure the necessary workflows for the migrated agents, before migratingany agents to Cisco Finesse. For more information about workflows, see the Getting Started section inCisco Unified CCX Administrator Guide athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

On-Demand Recording

• Supervisor or Agent enabled on-demand recording stored on Unified CCX is only supported in CADand continues to use Unified CCX-based Desktop or SPAN recording.

• Cisco Finesse supervisors cannot access recordings previouslymadewith CADor CSD. It is recommendedto archive the recordings made with CAD and CSD.

• Recordings can be accessed and archived from CSD or through SFTP. For more information on theprocedure, see Cisco Supervisor Desktop User Guide athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html.


CAD - Cisco Finesse Desktop Mixed Mode DeploymentPrerequisites

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html


http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html

• Recordings can be accessed and archived by using an SFTP client to download the recordings from theUnified CCX server. For more information on the procedure, see Cisco CAD Installation Guide athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-guides-list.html.

Infrastructure

• For more information on the endpoint devices that are supported for CAD or Cisco Finesse, see UnifiedCCX Software Compatibility Matrix athttp://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.

• For more information on the supported browsers on CAD and Cisco Finesse, see Unified CCX SoftwareCompatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.

User ID

• Youmust ensure that all usernames conform to the specifications of valid Cisco Finesse usernames beforeyou migrate agents from CAD to Cisco Finesse. Although CAD supports a wide range of characters forusernames, Cisco Finesse supports only a subset of the special characters that CAD supports. For moreinformation, see Valid Usernames section in Selecting the Right Desktop for Your Cisco Unified ContactCenter Express: Cisco Finesse or Cisco Agent Desktop.

Phonebook

• To import the phonebook to Cisco Finesse, export the CAD phone book to CSV and then import it toCisco Finesse. For more information, see Importing and Exporting Phone Books in Cisco DesktopAdministrator User Guide athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html.

• To import phone books, use comma-separated values (CSV) files in Cisco Finesse. Export Cisco AgentDesktop phonebooks to CSV, and import them to Cisco Finesse without modifying the CSV file. Formore information see, Import Contacts in the Cisco Unified CCX Administrator Guide athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

CAD Macros

• Macros are not supported in Cisco Finesse and cannot be migrated. Use Cisco Finesse workflow engineinstead of CAD macros to accomplish the task. For more information, see Cisco Unified CCXAdministration Guide athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

CRM Connectors

• CRM connectors must be designed to work with Cisco Finesse by using APIs. This is necessary becauseCisco does not support the integration of CRM connectors with Unified CCX. Third party CRM FinesseGadgets are available for use with Cisco Finesse from a variety of Cisco partners. Seehttps://marketplace.cisco.com/catalog for more information.

Cisco Finesse Sample Gadgets

• See https://developer.cisco.com/site/finesse/downloads/sample-gadgets for more information.


CAD - Cisco Finesse Desktop Mixed Mode DeploymentCAD - Cisco Finesse Desktop Mixed Mode Deployment

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-guides-list.html



http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/unified-contact-center-express/white-paper-c11-730883.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-user-guide-list.html



https://marketplace.cisco.com/catalog

https://developer.cisco.com/site/finesse/downloads/sample-gadgets

InstallationUpgrade to Unified CCX 10.6(1)SU1 or later on 10.6 train for CAD and Cisco Finesse Mixed Mode Support.

Cisco Finesse MigrationThe CAD to Finesse Migration utility automates the migration of some Cisco Agent Desktop (CAD)configuration data to Cisco Finesse. The utility is run from a client with connectivity to the CAD and Finesseservers and allows for multi-stage migration of configuration data. The Reason Codes, Wrapup Codes, PhoneBooks, Contacts and some workflow actions are migrated.

For more details see, https://developer.cisco.com/site/finesse/downloads/cad-to-finesse/index.gsp.

You must move agents from CAD to Cisco Finesse in the following sequence:

1. Move all email agents and supervisors to Cisco Finesse.

2. Move all chat agents and supervisors to Cisco Finesse.

3. Migrate all voice only agents from CAD to Cisco Finesse by Team as defined under Team Structure inPrerequisites section.

4. Cisco Finesse IPPA is not available in Unified CCX 10.6. Teams which have agents using IPPA mustcontinue to use CAD and CSD.

Agent Email

• Move all agents who handle email to Cisco Finesse at the same time.

• CADAgent Email is not supported for any agent after Cisco Finesse is activated and all emails are routedthrough Cisco SocialMiner. For more information about configuring email with Cisco Finesse, seeCiscoUnified CCX Administration Guide athttp://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

Web Chat

• Move all agents who handle chat to Cisco Finesse at the same time.

• Configure all Web Chat Agents to log in to Cisco Finesse. CAD-based Web Chat is not supported, andwill not function for any CAD agent after Cisco Finesse is activated.

Functional Capability of Mixed ModeThe following features are supported in mixed mode:

• In the event of a Unified CCX fail-over, all agents (CAD or Cisco Finesse) will be logged out and loggedin back to the alternate Unified CCX node. Fail over time for CAD and Cisco Finesse agents does vary.

• Backup and restore feature is supported in mixed mode for all CAD and Cisco Finesse data.


CAD - Cisco Finesse Desktop Mixed Mode DeploymentInstallation

https://developer.cisco.com/site/finesse/downloads/cad-to-finesse/index.gsp


• Inbound call handling is supported in both Cisco Finesse and CAD agents in mixed mode.

• Direct Preview Outbound functions for both CAD and Cisco Finesse agents in mixed mode. PredictiveOutbound functions for only Cisco Finesse agents.

• Calls can be transferred and conferenced between agents using different desktops. CAD agents cantransfer to and conference in Cisco Finesse agents. Similarly Cisco Finesse agents can transfer andconference calls with CAD agents.

• Recording is supported for both CAD and Cisco Finesse agents with Cisco Quality Management (QM)in mixed mode.

• Reporting in mixed mode:

• In Cisco Finesse, agents and supervisors can use live data gadgets for real time report. Supervisorsin CAD would continue to use CSD real time reporting.

• Historical reports will not indicate the type of desktop used by the agent to handle the call.

• CRM screen pop-up will continue to function in mixed mode after the configuration of the appropriateworkflow is completed for Cisco Finesse agents.

• Supervisory features in mixed mode with a few limitations. For more information, see Limitations inMixed Mode section.

Limitations in Mixed ModeSimultaneous Login to CAD and Finesse for Agents and Supervisors

An agent or supervisor logging in simultaneously to CAD and Cisco Finesse using the same credentials is notsupported.

Supervisory Features

Barge-in, silent monitoring, and intercept are not supported in mixed mode when CAD and Cisco Finesseagents are participants of the same call (for example, in a transfer/conference).

Call Recording

Unified CCXOn-Demand recording is supported only in CAD. UseMediaSense or QM for Finesse workflowrecording.


CAD - Cisco Finesse Desktop Mixed Mode DeploymentLimitations in Mixed Mode


CAD - Cisco Finesse Desktop Mixed Mode DeploymentLimitations in Mixed Mode

A P P E N D I X CReferences

• References, on page 149

ReferencesThe following table lists important links related to Unified CCX:

DocumentsCategory

Software and Hardware Compatibility Guide for Cisco Unified CCX and CiscoUnified IP IVR


Solution Design

Cisco Unified Contact Center Express Script Repository


Sample Scripts

Cisco Unified Contact Center Express Installation and Upgrade Guide

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html

Virtualization for Cisco Unified Contact Center Express


Install andupgrade

Cisco Unified Contact Center Express Administration Guide


Configure

Cisco Unified Contact Center Express Operations Guide


Administer andmaintain

Troubleshooting Unified Contact Center Express


Troubleshoot





http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html






ReferencesReferences