IPCC 소개 - CiscoCisco IPCC (Unified Contact Center Edition) 소개 Cisco Unified Contact Center 구성요소별소개 Cisco Unified Contact Center Design Call Flow (IPCC Post Route

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

IPCC 소개

시스코 시스템즈 코리아(주)


Agenda

Cisco IPCC (Unified Contact Center Edition) 소개

Cisco Unified Contact Center 구성 요소 별 소개

Cisco Unified Contact Center Design

Call Flow (IPCC Post Route from IP IVR, Agent Available)

시스코 ICM 구축 사례


Cisco IPCC 소개


Building Blocks of IPCC

Ethernet LAN Switch

Voice-enabled Router or Gateway

Premise, hosted, TDM or IP

Intelligent contact manager

CRM, WFM, call logging, reader boards, etc.

Contact management (CCM, CCS, CEM)Contact processing

IVR, Q Point

Call center

application

Partner integrations


Cisco Contact Center Solution

Cisco Unified Contact Center Enterprise Edition

Cisco Unified Contact Center Hosted Edition

Cisco Unified Contact Center Express Edition

위 두 개의 솔루션은 다시 환경에 따라 아래와 같이 2 가지로 분류 가능

- ICM : ICM + TDM PBX (Avaya, Nortel, Siemens, etc)

- IPCC : ICM + Call manager (IP PBX)


Cisco IP Contact Center Enterprise Edition

Web Interaction Manager

email Interaction Manager


Cisco ICM Enterprise Edition

Intelligent contact management

Pre-routing

Post-routing

Skills based Routing

Multi-site

Multi-vendor

CTI solutions

Multi-channel

Outbound

SIP Endpoints

Cisco ICM 은 Cisco IPCC Enterprise Edition 의 기초 장비

Cisco

IP IVR


Cisco ICM Enterprise Edition Integrations

Carrier networks

Pre-routing

Interactive Voice Response (IVR)

Self service and contact queuing

TDM ACDs

Multi-site or multi-platform environments

Migration strategy

Databases

Intelligent contact routing, screen pops

CRM

Routing, screen pop, desktop integration

Call recording

Voice and media

Outbound dialing

Predictive, preview, progressive

Work force management

Scheduling, adherence


Centralized Management and Control

모든 지역들, 모든 제품들, 모든채널들에 대해서 비즈니스 규칙적용

실시간 변경 및 적용 가능

Inbound & Outbound contact 통합관리 가능

전사적 모니터링 가능

표준화 및 통합된 보고서 생성


Enterprise-Wide Consolidated Reporting

기업 규모, multi-channel, 표준화된 실시간 및 과거 데이터

모든 미디어에 서비스 수준 반영 가능


Cisco IPCC Enterprise Edition Reporting

표준 시스코 IPCC Enterprise 보고서

자유로운 보고서 수정기능 제공

웹 기반

Single-site

Enterprise

• Real-time

• Half Hour

• Daily

• Agent

• Skill Group

• Services (Application)

• Call Type

• Queue Ports


Cisco IPCC Enterprise Agent Desktop Options

Cisco Agent Desktop

곧바로 사용 가능한 Softphone

위험 부담 없고 신속하고, 쉽게설치 가능

Initial integration point

Attractive life-cycle management

CTI-OS

상담원 프로그램을 위한 개발 킷

상담원 CTI 연동 단순화


Cisco Video Contact Center

CVP

Video 상담원고객

(핸드폰 or 웹캠)

1. Video기능을 지원하는 핸드폰에서 컨택센터로 전화

2. IVR을 이용하듯이 핸드폰 상에 나타나는 메뉴를 통해 시나리오 선택

3. 상담원 연결 전 캠페인, 홍보 관련 내용을 Video로 수신

4. Video응대 가능한 상담원이 연결됨

5. 통화하면서 고객이 원하는 정보를 Video stream형태로 전달

이동통신

사업자망

Video

Gateway

• 고객 만족 증대 : 고객이 원하는 정보를 직접 눈으로 보여줄 수가 있음

• 새로운 서비스 기회 : 상담원 연결을 위해 기다리는 동안 캠페인 전개, 광고,

다양한 정보제공(날씨, 교통, 뉴스 등)이 영상으로 가능함


Cisco IP IVR

• 고정식 Prompt: “지금 모든 상담원이 통화중입니다.… ”

• 동적인 Prompt: “현재 12 콜이 대기 중에 있으며 예상대기 시간은 15분 입니다.”

• 개인 정보 입력을 위한 Prompt: “6자리 계좌 번호를넣어 주십시오.”

• 메뉴 선택을 위한 Prompt: “메시지를 남기려면 1 번을 눌러 주십시오, 다시 듣고 싶으시면 9 번을 눌러주십시오…”

대기된 호에 자동 응대 서비스 제공


Cisco 호 응대 방법

Cisco IP-Queue Manager

(IP-QM)

Cisco Product Description:

대기 중인 호에 대해서 특정 메시지와 멘트를제공할 수 있는 IP 기반의 호 응대 솔루션

Web 기반 플랫폼으로써 통신 사업자용 IVR, queuing, 그리고 VoIP 와 TDM 네트워크 간IP switching 서비스 제공

Cisco IP-Interactive Voice Response (IP-IVR)

Cisco Voice Portal

Self-service 및 각종 호 응대 프로그램 과의동작을 위한 IP 기반의 솔루션


Cisco Collaboration Server

Call centers provide information and conducts business

Web sites provide information and conducts business

The Cisco Collaboration Server joins them together


Cisco E-Mail Manager

• 강력한 룰 처리 기능

Hierarchical, branching rule logic

Graphical rule building environment

Sophisticated message tracking

• 유연한 사용자 관리

Distributed administration/user roles

Bulk user management

Automated service level management

Real-time reporting queue monitor

• 유연한 사용자 인터페이스

Thin browser-based client

MailTrack

Dynamic templates

Multi-queue push routing


Cisco Outbound Option

ICM & IPCC Enterprise Edition 과 연동

Proactive communications for Predictive Campaigns

Contact center 에서 inbound & outbound predictive dialing 을 통합하여 blended environment 제공


Unified Contact Center Management Portal

Basic Mode for majority of users

Manage Agent teams

Agent Reskilling


Reskilling

From the Skillgroups optionView skillgroups

Change skillgroups for agents in your teams

Agents not in your teams are greyed out


Basic Mode: Agent Teams

Manage agent teams


Unified Contact Center Express

UCCX Express platform 구성 요소

ICD: ACD 기능 제공

IVR: call 응대 및 데이터베이스검색

Cisco agent desktop (다수의 패키지)

Supervisor recording, monitoring

Reporting: 기본 양식 제공 및 타사제품과 연동 가능


ACD/IVR 을 단일 플랫폼으로 구현 가능

EnterpriseDatabase

ExternalServices

LDAP PagingE-Mail

Cisco vMail

Cisco CallManager Web Pages

Cisco IP Phone


제품 구조


웹 기반 관리 가능

Cisco CallManager 와 같은관리창

URL 을 통한 외부 접속 가능

GUI 기반 설정

XML, ODBC, LDAP 인터페이스 제공


Agent Desktop Packages

ICD Standard Agent

–상담원 상태 ( Log in/out, Ready, Not ready, Work)

– Agent/supervisor chat

– ACD 통계

ICD Enhanced Agent

– Skills-based routing

– Multiskill agent sets

– Priority queuing

– CTI screen-pop integration

– CRM workflow customization

– Agent button customization

– On-demand recording

Cisco IP Phone agents (7960, 7940)

– 로그인 한 모든 상담원 상태 변화

– 기본 ACD 통계 제공


UCCX 설치 모델:단일 사이트 설치

Requires R/W SMB Share on IPCC Express Server

May have multiple servers with components distributed. Ex: Monitoring Server, DB server, Cold standby server.

CallManager

UCCX

Server

Recording

And

Monitoring

Server

ASR and TTS

Server

Database

Server

Agents


Centralized Call Processing with IPCC Express at Central Site

CallManager

IPCC Express

Server

Recording

And

Monitoring

Server

ASR and TTS

Server

Database

Server

Remote

Agents

WAN

UCCX 설치 모델:Remote Agent


Centralized Call Processing with IPCC Express at Remote Site

CallManager

Agents

WAN

IPCC Express

Server

Recording

And

Monitoring

Server ASR and TTS

Server

Database

Server

UCCX 설치 모델:Remote Agent


Cisco 1040

Sensor Service Monitor Operations Manager

Operations Manager- 관제 시스템(Software on Win 2003)

• Real-time view of IPC solution

• Alerting and diagnostics

• Phone inventory reporting

Service Monitor- 시스템 상태 전달(Software + Cisco 1040 Sensors)

• Real-time voice quality alerting(QoS)

• Archival of historical call quality

컨택센터 시스템 모니터링 솔루션

Unified Contact Center 구성요소

PSTN

Internet CRM

LAN/WAN


Unified Contact Center 구성 요소 별 소개


Cisco term for an ACD or VRU.

Peripheral

ICM Terms


An IXC via a NIC or peripheral via a PG that generates route requests.

Routing Client

ICM Terms


A Network Trunk Group describes the Carrier’s view of the trunks. A trunk group describes the peripheral view of the trunks. A Network Trunk Group maps to one or more peripheral trunk groups. A peripheral may divide

its trunks into Trunk Groups differently than the IXC does.

Network Trunk Group

ICM Terms


A collection of trunks associated with a single peripheral and usually used for a common purpose. Trunk group

defines a location of a peripheral.

Trunk Group

ICM Terms


Inquiry made by a routing client asking the ICM where to send a call.

The ICM never touches the voice path. A route request is only data.

Pre-Route The Cisco routing concept that enables the ICM software to execute routing decisions before a call terminates at a call center.

Post-Route The Cisco routing concept that enables the ICM software to make secondary routing decisions after a call has been initially processed at a call center.

Route Request

ICM Terms


A category of incoming calls. Calls are categorized based on DN, CLID and CED. Each call type has a schedule that determines which routing script or scripts are active for that call type at

any time.

Call Type

ICM Terms


A routine the administrator constructs and defines that the Router performs once the script is scheduled. There are two types of scripts, routing scripts and administrative

scripts. Routing scripts determine where to send calls on a call by call basis. Routing scripts are constructed to support your business rules. Administrative scripts

perform background processing and are scheduled to run at specified time intervals. Scripts consist of

executable nodes, connections, routing targets, and comments.

Script

ICM Terms


Skills-based routing

A concept whereby calls are routed to agents based on the agent’s skill set(s). Calls are routed to the skill group having the appropriate level of expertise to handle the call. Construct skill groups to contain agents sharing a common skill set. You can also assign priorities to the

skills in each agent profile. For example, as a member of the Spanish and Sales skill groups, an agent may have a

priority of 1 for handling calls from Spanish-speaking callers and a priority of 3 for handling Sales calls.

ICM Terms


A target at a peripheral to which a call is routed. A skill target can be a service, skill group, agent, translation route, or service array. Skill Target refers to the entity

at the peripheral to which the call is dispatched.

Skill Target

A service array is a collection of individual services from multiple

VRUs. The peripherals must be associated with a single

Peripheral Gateway (PG).

ICM Terms


A particular type of processing the caller requires. A service is associated with a peripheral and is sometimes

called a peripheral service. Each service has one or more skill groups whose members can provide the service.

Each skill group can be associated with more than one service. (On an ACD the Service would be defined as an

Application Aspect or VDN Lucent Definity).

Service

ICM Terms


Skill Group

A collection of agents sharing a common set of skills, such as handling customer complaints. Each skill group

contains one or more agents and is associated with a peripheral. An agent can be a member of 0, 1, or more

skill groups, depending on the peripheral.

ICM Terms


A person who can answer incoming phone calls. Each agent is associated with a peripheral and is a member

of one of more skill groups, depending on the peripheral

Agent

ICM Terms


A target at a Peripheral Gateway, connected to an ACD that does not map to a specific service, skill group, or agent.

When a call arrives at a translation route, the PG is responsible for determining the ultimate target. When the ICM routes a call to a translation route, it sends a

message to the PG. This message contains the ultimate target and further instructions for the PG. For example, the PG is instructed to coordinate with a host computer to display the caller’s account number on the teleset or

the desktop screen of the agent answering the call.

Translation Route

ICM Terms


Route

A value returned by a routing script that maps to a service and a specific (skill) target at a peripheral; that is, a service,

skill group, agent, translation route, or service array. The ICM converts the route to a label then returns that label to

the routing client that issued the route request. The routing client then delivers the call to the specific

(Network) Trunk Group with a specific DNIS. The peripheral (ACD) is responsible for recognizing the trunk group and DNIS the call arrives on and then delivering the call to the

appropriate target.

ICM Terms


A value the ICM returns to the routing client. The routing client maps the label to either an announcement, or a trunk group and DNIS value. The routing client then either plays the announcement or delivers the call to the specified trunk group along with the DNIS value.

Label

ICM Terms


ICM Term Aspect DEFINITYNortel

MeridianNortel

DMS-100RockwellSpectrum

PeripheralTarget

Service

Skill Group

Trunk

Trunk Group

Application

TG+DNISMaps to

CCTTG+DNISTG+DNISTG+DNIS

Pri/Sec ACDDN

ApplicationVDN

TrunkGroup

Trunk Trunk

TrunkGroup

TrunkGroup

None

None

ACDGroup

SkillGroupACD DN

Skill orHunt Group

AgentGroup

Instrument =Trunk/TelesetWorkstation

Route

ACD DN

Pri/Sec ACDDN

or ACD DN

ICM Term Aspect DEFINITYNortel

MeridianNortel

DMS-100RockwellSpectrum

PeripheralTarget

Service

Skill Group

Trunk

Trunk Group

Application

TG+DNISMaps to

CCTTG+DNISTG+DNISTG+DNIS

Pri/Sec ACDDN

ApplicationVDN

TrunkGroup

Trunk Trunk

TrunkGroup

TrunkGroup

None

None

ACDGroup

SkillGroupACD DN

Skill orHunt Group

AgentGroup

Instrument =Trunk/TelesetWorkstation

Route

Memberof

Route

Memberof

Route

ACD DN

Pri/Sec ACDDN

or ACD DN

TG+DNIS

ACD DN

ACD DN

Memberof

Route

Memberof

Route

Route

Symposium

ICM Terms


ICM 구성 요소

Hardware Requirements

- MCS-7800 시리즈 (7815, 7825, 7835, 7845)

Software Requirements

- OS : Windows 2003 Standard/Enterprise Edition w/R2

- Database :SQL Server 2000 w/SP4

- Custom Reporting : InfoMaker 8.0

- Win 2k/2k3 AD 지원

- CDP 지원

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/index.html


Cisco MCS 7800 Series

Platform Space Processor

CPU

Equipped

CPU

Max

MCS 7815-I2 Tower Pentium D Dual Core 2.8GHz 1 1

MCS 7825-I2 1U Rack Mount Pentium D Dual Core 2.8GHz 1 1

MCS 7835-I2 2U Rack Mount Xeon Woodcrest 2.33GHz 1 2

MCS 7845-I2 2U Rack Mount Xeon Woodcrest 2.33GHz 2 2

MCS 7825-H2 1U Rack Mount Pentium D Dual Core 2.8GHz 1 1

MCS 7835-H2 2U Rack Mount Xeon Woodcrest 2.33GHz 1 2

MCS 7845-H2 2U Rack Mount Xeon Woodcrest 2.33GHz 2 2


ICM Network

Private Network

- 장애 감지

- 양 사이드 간 신속한 시스템 데이터 전송 및 동기화 (Route request, data network state)

The Private Network generates “keep-alive” heart beats at 100ms intervals—meaning that it can detect network or system problems at 500ms (5 consecutive missed heart beats)

ICM Call RouterLoggerSide A

ICM Call RouterLoggerSide B


ICM Network

Visible Network

- Post Route Request, 실시간 및 과거 데이터 전송

Uses heart beats to monitor health of network and systemsat 400ms intervals (taking up to 2 seconds for failuredetection)

ACD/IVRPeripheral GatewaySide A

ICM Call RouterLoggerSide A

ICM Call RouterLoggerSide B


ICM 구성 요소

ICM Software Components

- Router

- Logger

- PG (Peripheral Gateway)

- AW (Administrative Workstation)

- HDS (Historical Data Server)

- CTI Server

- CTI OS

- WebView

Central Controller


ICM 구성 요소

Router : 라우터는 call routing request 를 받아 이미 설정된 스크립트를 통하여 이를처리하기 위해 가장 최적지를 결정하는 역할을 담당. 또한 전 시스템에 대한 정보를실시간으로 받아 처리.

Logger : ICM Central Controller 데이터 베이스를 담당하는 모듈. 이 Central Controller 데이터 베이스는 관계형 데이터 베이스로써 5분, 30분, call detail record, ICM configuration data 및 Routing 과 Administrative Script 를 저장.

Config Info

Scripts

Historical Data

System Events

System Software

Central Controller Database

CallRouterA LoggerA

IP

IP IP IP

PG1 PG2a PG3aACD1 ACD2

vru1

IXC Network NIC

CMS

AW2 PG2b PG3b

vru3

vru4vru2

11

2

3


ICM 구성 요소

Router 프로세스


ICM 구성 요소

Node Manager Manager


ICM 구성 요소

Router, Logger & Distributor running in the Task Bar

Node Manager


ICM 구성 요소

Logger 프로세스


ICM 구성 요소

PG (Peripheral Gateway) : 소프트웨어 프로세스로써 ACD, PBX, VRU 또는 call manager 와 같은 다른 주변기기(Peripheral) 와 직접 통신

- Peripheral 에서 보낸 상태 정보를 읽고 이를 Central Controller 로 전달

- Routing request 를 Central Controller 로 보내고 또한 이에 대한 응답을 해당Peripheral 로 보내는 역할도 담당

- 주변기기에서 사용하는 Protocol 을 Cisco ICM Language 로 변환

ACDPeripheral

Gateway / PG

Ethernet

Network to Central Controller


ICM 구성 요소

PG 프로세스


ICM 구성 요소

AW (Admin Workstation) 혹은 Distributor AW : Router 에 대한 사용자인터페이스를 제공. AW 를 통해서 라우팅 로직을 정의, 수정 및 실시간상태 변이 확인 기능 제공. 또한 ICM 시스템 감시 및 시스템 설정 변경 및수정 기능 수행.

Carrier Network

ACD Site BACD Site A

Data Network

Peripheral Gateways

Router Logger

Admin

Workstation

Carrier Network

ACD Site BACD Site A

Data Network

Peripheral Gateways

Router Logger

Admin

Workstation


ICM 구성 요소

Client AW (Admin Workstation) : 자기 자신이 database 를 가지고있지 않으며 Distributor AW 에서 최신 데이터를 받아서 사용자에게표시. 설정 변환 및 수정 가능

HDS (Historical Data Server) : 과거 데이터 및 시스템 이벤트복사본 저장

System Software

Real-Time Data

Copy of:

Config Info

Scripts

Historical DataSystem Events - possible

Historical Data Server(Resides on an AW Distributor)

Real-Time Data

Copy of:

Config Info

Scripts

System Software

AW Distributor DB


ICM 구성 요소


ICM 구성 요소

Configuration Manager


ICM 구성 요소

AW 프로세스


Real-Time Data

coming from PGs

Note:

When config changes are

made on the AW, the changes are

written directly to the central DB

Historical

updates

Historical DB

(optional)

Client AW

Distributor AW

Logger Router

Database

Central

AWDB

1. Reporting (see note)

2. Reading Configuration data.

3. Changing Configuration data

Historical DB

Replication

(optional)

Admin. Workstation Data Flow

Note: Reports can also be run via a browser m/c


ICM 구성 요소

CTI

Server CTI

Driver

CTI OS

Server

Node

Desktop Computer

TCP/IP

PBX/ACD

TCP/IP

Telephone

Voice

Agent Work Station

Other PG

components

(PIM, OPC)

CTI OS Server PG/CTI Platform

ActiveX Controls

CTI OS Agent/Supervisor Desktop

COM CIL

C++ CIL

CTI OS : CTI OS 는 CTI Server 와 CTI Driver 두 가지와 같이 동작. CTI Client 들은 CTI OS 에 연결되며 CTI OS 는 CTI Server 와 연결. CTI OS 는 양쪽 둘 다활성화 상태이며 자동으로 load balancing 수행.


CTI OS Client Customization

Not using

Password

Fewer Columns and

Custom Headers


아무 PC 에서 Monitor ICR 접속 가능

리포트 생성 및 스크립트 모니터 가능

WebView Server 가 설치된 AW 가 필요

Distributor AW

WebView Server

(WV AW)

Router and

Database Server (Logger)

Central Database

Local Database

Corporate Intranet

Desktop PCs running:

MS Internet Explorer

(5.5 or 6.0)

Firewall

WebView

WebView Database


Webview 를 통한 보고서 생성

브라우저 기반의 리포팅 툴

- 간단한 Client 를 통해서 보고서 확인 가능

- MS IE 환경에서 HTML 과 JSP Page 로 보고서 생성 가능


Script Editor


Unified Contact Center Design


CRS/IP IVR CRS/IP IVR

IPCC Design

AVVID

CTI OS A CTI OS BLogger A Logger BICM-Router A ICM-Router B

PSTN

IP Phones and

Agent Desktops

AW/HDS

Pub

TFTP

MCS-7835

CCM 1

Agents

1-250

MCS-7835

CCM 2

Agents

251-500

MCS-7835

CCM 3

Agent Back-UpCTI Manager

Route Points

MCS-7835

CCM 4

PG A PG B

Ethernet


IPCC Design

Logger A Logger BICM-Router A ICM-Router B

Ethernet


AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

Pub

MCS-7835

CCM 1

Agents

1-250

MCS-7835

CCM 2

Agents

251-500

MCS-7835

CCM 3

Back-upCTI Manager

Route Points

MCS-7835

CCM 4

CTI OS A CTI OS BPG A PG B

Hybrid PG A

& CTI OSHybrid PG B

& CTI OSROGGER A ROGGER B


IPCC Design


AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

Pub

MCS-7835

CCM 1

Agents

1-250

MCS-7835

CCM 2

Agents

251-500

MCS-7835

CCM 3

Back-upCTI Manager

Route Points

MCS-7835

CCM 4

Hybrid PG A

& CTI OSHybrid PG B



IPCC Design

ICM Design/Deployment

- Single Site : 단일 사이트 콜센터인 경우, 모든 ICM 구성요소들이 한 곳에 설치되며 중간에 WAN 을 통해서 연결될 필요가없는 경우

- Multi-Site : 콜센터가 다수의 지역으로 분산되어 있으나 Central Controller 는 중앙에 위치해 있으며 다른 요소들은 Metro Ethernet 이나 WAN 을 통해서 연결되는 경우

- Multi-Site/Geographically Distributed : 콜센터가 다수의 지역으로분산되어 있으며 Central Controller 자체가 두 개의 지역으로분리되어 있는 경우


단일 사이트 설치 시

AW 를 Router 나 Logger 에 동작하는 랜과 분리하여 설치

각 서버와 스위치 포트의 스피드와 Duplex 를 100/full 로 고정

각 시스템간 사용하는 Private LAN 도 Speed 와 Duplex 를 100/full 로 고정


Multi-Site 설치 시

단일 사이트 설치 시 고려 사항 전부 적용 필요

원격지에 위치한 콜센터들은 Central Controller 와 충분한 bandwidth, Latency & Prioritization 이 고려된 WAN 으로 연결되어야 함


Multi-Site 설치 시 / Geographically Distributed

단일 사이트 설치 시 고려 사항 전부 적용 필요

원격지에 위치한 콜센터들은 Central Controller 와 충분한 bandwidth, Latency & Prioritization 이 고려된 WAN 으로 연결되어야 함

Central Controller 사이트들이 Prioritization 과 Latency 를 고려하여 Private T1 으로 연결


UCCE 디자인 Option:Cisco IPCC Gateway

Cisco IPCC Gateway

다수의 Child Nodal UCCE와 UCCEX 를 Parent ICM 에 연결하여 전사적인routing 와 reporting 기능 구현 – Parent ICM 에 Peripheral 연결 가능

TDMACD

TDMAgents

ACDPG


Cisco ICM 과 IPCC 연결 시 구성

Cisco ICM

Enterprise 7.0

IP-IVR

Cisco IPCC

Express 4.0

PG

PIM

PG

Core

Call

Manager

PG

IP-IVR

Cisco IPCC Enterprise 7.0

PG

PIM

PG

Core

IPCC Gateway

PG

PG

CoreCM

PIM

CTI

Svr

VRU

PIM

IPCCSystem (PG)


Cisco ICM Enterprise EditionCisco ICM 과 IPCC 연결 예

Outsourcer 가 가지고 있는시스템에 IPCC 추가

Enterprises hooking into their Outsourcers

기업에서 IPCC 추가 확장Enterprises replacing TDM ACDs without touching the „mother‟ ICM

ICM

PG

ICM

PG

Enterprise Outsourcer

LocallyoperatedCC

ICM

PG

V

ICM

PG

ICM

PG

Central Org

ICM

PG

V



CTI OS Fail Over/Back Up Configuration

AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

Back-upCTI Manager

Route Points

MCS-7835

CCM 4

Agents

251-500

MCS-7835

CCM 3

Agents

1-250

MCS-7835

CCM 2

Pub

MCS-7835

CCM 1

Hybrid PG A

& CTI OSHybrid PG B


Configured when deploying

CTI OS Agent Desktop…



ROGGER Fail Over

AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

Back-up

MCS-7835

CCM 4

Agents

251-500

MCS-7835

CCM 3

Agents

1-250

MCS-7835

CCM 2

Pub

MCS-7835

CCM 1

Hybrid PG A

& CTI OSHybrid PG B


X


IP IVR JTAPI Connection Back Up Configuration



IP IVR JTAPI Connection Back Up Configuration

AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

Back-upCTI Manager

Route Points

MCS-7835

CCM 4

Agents

251-500

MCS-7835

CCM 3

Agents

1-250

MCS-7835

CCM 2

Pub

MCS-7835

CCM 1

Hybrid PG A

& CTI OSHybrid PG B


Primary IPIVR-2 JTAPI

Secondary IPIVR-1 JTAPI

Primary IPIVR-1 JTAPI

Secondary IPIVR-2 JTAPI


IP IVR Fail Over - Scripting







IP IVR Fail Over

AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

Back-up

MCS-7835

CCM 4

Agents

251-500

MCS-7835

CCM 3

Agents

1-250

MCS-7835

CCM 2

Pub

MCS-7835

CCM 1

Hybrid PG A

& CTI OSHybrid PG B


X


IP IVR Fail Over

All new calls automatically routed to IP IVR-2

Only active calls on failed IVR lost

“Consider If” formula options being investigated to keep ICM from routing calls when JTAPI is in Partial Service

typically 30 seconds after IP IVR comes back on line



PG Redundancy

AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

CTI Manager

MCS-7835

CCM 4

Agents

251-500

MCS-7835

CCM 3

Agents

1-250

MCS-7835

CCM 2

Pub

MCS-7835

CCM 1

Hybrid PG A

& CTI OSHybrid PG B


X


PG Redundancy

Hot Standby: Automatically fails over to non-active side

Contact Center down for 125 Seconds while PG assumes control of peripherals

Outage length = ~0.25 seconds / object (e.g. agents, route points)

Automatically recovers after delay



CallManager Redundancy

AVVIDPSTN

IP Phones and

Agent Desktops

AW/HDS

CTI Manager

MCS-7835

CCM 4

Agents

251-500

MCS-7835

CCM 3

Agents

1-250

MCS-7835

CCM 2

Pub

MCS-7835

CCM 1

Hybrid PG A

& CTI OSHybrid PG B


X


아래 기능들이 모두 ICM 으로 통합하여 관리 운영 가능

- Voice routing

- E-mail routing

- Text Chat request routing

- Web Callback routing

- Web Collaboration request routing

- Outbound Campaign Management (voice)

… all within the same architecture

상담원에게 전달되기 전에 전사적인 비즈니스 규칙을각각의 미디어에 적용 가능

ICM 에서 지원 가능한 Contact 종류


세 가지의 새로운 인터페이스 필요

Application

Instance

(e. g. CCS, CEM)

Agent PG

Media

Routing PG

Get Agent for Task

T, Media M

Report on task activity

Manage agents

Router

MR interface

ARM interface

CTI client

Monitor events

TES interface

ICM

database

Read/Write ICM

configuration info

CONAPI interface

1

32


Multi-Media 지원

모든 미디어에 대해서 단일 routing engine 사용

ICM script control of routing and queuing across all media types

Universal Queue for IPCC-based customers

- One queue for all media types

Multi-Media queuing and reporting for TDM (except voice)

Agent can log into multiple types of media

ICM can assign tasks to agents in multiple media

Interruptibility

- Agents working on E-Mail can be interrupted to take voice, collaboration or chat contact

Service Level reporting across media types


EIM/WIM Architecture Diagram


Integration Components

Media Routing PG – route requests

ARM to each agent PG‟s CTI server

Report agent and task state

Media Blender

Callback/click to call (CC-E, Avaya+ICM)

Blended collaboration

Firewall gateway/”routing media blender” not used


IPCC Post Route from IP IVRAgent Available


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80




IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80



IP IVR

Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80




IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Device Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Device Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Device Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Device Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Device Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Device Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80


IP IVR


Gateway

Call Manager

CM PG IP IVR PG

ICM Central

Controller

CAD9501 9502

IXC

CTI

Server

Call Type

Schedule

Script

Skill Target

Route

Device Target

Label

Customer

8101

8102

8103

8104

CTI Port Group 80CAD


시스코 ICM 구축 사례


삼성 생명 IPCC 구성도

PSTN

…. ….

….ICM Side A

(1)CCM(7)

H-Dialer

(2)IP IVR

(6)

IP-Recording

(7)

FAX(2) AWS(1)

429명 agents

AS5400HPX(3)

Catalyst 3550(21)

215 Agents

Catalyst3550(16)

IP-Recording

(4)

IP IVR(5)

CCM(7)

PG+BA

(4)FAX(2)

AWS(1)

Catalyst3550(16)

IP-Recording

(4)IP IVR

(5)CCM(7)

PG+BA

(4)FAX(2)

AWS(1)

ICMSide B

(1)

Siebel APP(2)

SiebelDB(1)

FAX DB(1)

Host

Main WAN(Metro Ethernet Line)

Legend

DID and DOD

Seoul Center

KwangJu CenterPusan Center

KwaCheonCenter

PG+BA

(4)

H-Dialer

(2)

H-Dialer

(2)

215 Agents

( ) Number of machines

MetroEthernet

Catalyst4507R (2)

Qos

AS5400HPX(2)

Catalyst4507R (2)

Qos

Qos

AS5400HPX(2)

Catalyst4507R (2)


현대 해상 화재

DID 600

InternetCustomer

DOD 120

DOD 240

DID 60

DOD 60

Router Switching HUB

WAS/App. ServerSUN E3500(6CPU, 5GB RAM)Load Balancing

DB ServerOracle OPSRedundancy HP rp7410VERITAS Backup

350 Agents

DID 60

SupervisorIVR/Fax ServerBizComm

PDP Admin.PC

PDP

AWS ManagerICM HDS

Definity G3R11(Si->R)

Logger x7AUDIOLOG

VoIP Gateway10 Ch.Firewall

ERMS serverSpectra 50 Agents

Definity G3 R9r

200 AgentsSupervisor

Myungdong Center

Busan Center

Router

Switching HUB

ICM PGAWS SupervisorICM HDS

50 AgentsSupervisorRouter

PDP Admin.PCPDP

PDP Admin. PC

IVR 30ch./FAX 8ch.BizComm

IVR 240Fax 24

PDS 120ch. Recording 350ch.

Recording 200ch.

Router

Router

L4 SwitchL4 Switch

ICM CC B ICM PGRedundancy

ICM CC A ICM PG Redundancy

PDS6101 x1PDS4233 x7

PDS4233 x2

PDPPDS4233

AWS ManagerICM HDS

PDSH-Dialer

PDS 96ch.

Switching HUB

StorageDisk Array

BackupTape LibrarySuper DLT2

PDSH-Dialer

Gwanghwamoon Center

Logger x4AUDIOLOG

PDS H-Dialer.

VoIP 10ch.

Definity Si

LoggerAUDIOLOG

PDS 20ch.Recording 50ch.

PSTN

PSTN

PSTN

Router

Internet

Synchronization

WFM serverCenterMax

1000BT lan10/100BT lan

Web Collab.Elthe e-Center10 Agents

Documents

IPCC 소개 - CiscoCisco IPCC (Unified Contact Center Edition) 소개 Cisco Unified Contact Center 구성요소별소개 Cisco Unified Contact Center Design Call Flow (IPCC Post Route