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  • 1. Local Edition Cisco Unified Contact Center Express 10.0(1) Session ID 14PT Presenter Name and Title

2. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Agenda Overview Finesse CUIC Live Data Extend & Connect 2 3. Local Edition Unified Contact Center Express 10 Feature Overview 4. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Overview 1 of 2 UCCX 10.0(1) is next major release that follows on UCCX 9.0(2). UCCX 10.0(1) extends on the previous release via addition of new features as well as changes to the server platforms supported. Key Features Include: Web Based Agent/Supervisor Desktop (Finesse Desktop) Media-sense based Recording Solution/ CUCM Silent Monitoring support for Finesse CUIC Real Time reporting through Finesse Gadgets CUIC as the default/only reporting client (Including IVR Deployments), License based Report enablement. Extend and Connect (Remote Agent Support) Physical to Virtual Migration enhancements Improved WAN Reliability via Hazelcast 4 5. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Overview 2 of 2 Key Features Include (cont): Security Enhancements Support for VOS 9.1(X) Enhanced REST API support for Provisioning Serviceability Enhancements CLI DUMP/Outbound Refactoring E164 Support* REST API STEP* 5 6. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Install and Upgrade UCCX 10.0(1) supported only on Virtualized Platform Bare metal Support Removed No Direct Path from UCCX Windows Releases (W1 Upgrade path removed) New OVA Templates (RAM has been doubled) 100 agent 300 agent 400 agent vCPU 2 2 4 vRAM (changed) 4GB to 8GB 4GB to 8GB 8GB to 16GB Hard disk 1 * 146 GB 2 * 146 GB 2 * 146 GB 7. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition End Points in 10.0(1) New phone models to be supported Snoopy Phones: 7821, 7841, 7861 Zydeco Phone: DX650 Deployment Models UCCX Parent/Child Deployment model phased out All other deployment models supported as in UCCX 9.0(2) UCCX Deployments shall either use CAD or Finesse Desktop Not both. Mixed mode not supported. UCCX 10.0(1) Deployments will have CUIC as the default reporting client Switch Between CUIC/HRC has been removed. CUIC to be accessed through the following URL: http://:8081/cuic 8. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition UCCX 10.0(1) Upgrade Path 9. Local Edition Integrating Cisco Finesse Cisco Unified Contact Center Express 10 10. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Why Cisco Finesse? A next-generation agent and supervisor desktop for Cisco Unified CCX 10.0(1) What is Cisco Finesse? 100% browser-based desktop using Web 2.0 technologies requires NO client installations A single container interface achieved through OpenSocial gadgets plug and play multiple assets and information sources Is Cisco Finesse the only desktop in Unified CCX 10.0(1)? No. Cisco Agent Desktop and Cisco Supervisor Desktop continue to be available in CCX 10.0(1) in all capacity. Cisco Finesse has been introduced to be used as a next-gen alternative to CAD/CSD.* 11. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Solution Architecture Finesse Server (Tomcat) CCX Notification Service (Openfire) CTI Server RmCm CUIC Server (Tomcat) CUCM VVVV UCCX NodeUCCX Engine XMPP XMPP SIP/SCCP Media JTAPI Finesse Desktop (Browser) 12. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Deployment Models Cisco Finesse supported in single-node and cluster (HA) deployments of Unified CCX 10.0(1) over both LAN and WAN A Finesse server in a CCX node communicates only with the local CTI Server (CCX Engine) on that node. Does not communicate with CCX Engine across nodes. Finesse desktop sessions are established with only one Finesse server at any point in time the Finesse server on that CCX node on which CCX Engine is currently master. Cisco Finesse Administration web UI is always accessible in RW mode only from the Publisher CCX node. From the subscriber node, it is Read-only. This is a known limitation in CCX 10.0(1) 13. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Initial Configurations Licensing Cisco Finesse is available only in CCX ENHANCED and PREMIUM ICD license packages Starting CCX 10.0(1), Licensing checks have also been implemented in the CTI subsystem in CCX Engine. At any point in time, a maximum of N agents are allowed to login via CTI as permitted by the license applied. Initial Configurations Not Applicable to Cisco Finesse Recording Count This is applicable only to CAD-based recording. For Finesse, CUCM-based recording via Cisco MediaSense is used, whose count depends on a separate recording license. CAD/CSD Language Configuration Choosing a language configuration here does not impact Cisco Finesse. In CCX 10.0(1), Cisco Finesse supports only English as the locale by default. Cisco Unified CCX Desktop Client Configuration Tool Download Not required for Cisco Finesse. This is only necessary for CAD desktops. 14. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Activating Cisco Finesse To begin with, only CAD desktop services are activated and only CAD/CSD can be used To use Cisco Finesse, the administrator has to explicitly activate it running a CLI command on each CCX node By default (during component activation) Cisco Finesse is NOT ACTIVATED even though required license packages are applied This results in Cisco Finesse Tomcat service being IN SERVICE, and can be seen listed among Network Services in CCX Serviceability interface. 15. Local Edition Integrating Cisco Finesse Accessing Cisco Finesse 16. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Accessing Cisco Finesse Desktop Just a browser on the Agents machine (Internet Explorer 8 and 9, Mozilla Firefox 24) nothing more All communication secured using TLS (using secured HTTP) Finesse desktop accessible using the URLs http://uccx_IP_or_FQDN:8082/desktop (automatically redirects to https) https://uccx_IP_or_FQDN:8445/desktop where 8082 and 8445 are ports served by Finesse Tomcat Ensure client systems have a way to resolve fully-qualified hostnames (FQDN) of UCCX servers (either through DNS or through an entry in their local hosts file) This is required to accept server certificates from Finesse Tomcat and Openfire 17. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Accessing Cisco Finesse Administration Just a browser on the Administrators desktop (Internet Explorer 8 and 9, Mozilla Firefox 24) nothing more All communication secured using TLS (using secured HTTP) Finesse Administration accessible using the dropdown menu provided in platform tomcat webapps Either the CCX platform admin user account, or any* user with Administrator capability can login to Finesse Administration * Conditions apply covered in next slide 18. Local Edition Integrating Cisco Finesse CUCM-based Silent Monitoring 19. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition CUCM-based Silent Monitoring What? A feature provided by CUCM where the supervisor can listen-in on an agent call for quality control and performance evaluation etc. without said agent being aware of this monitoring activity. The monitoring stream comprises a mix of the customer and agent voices. Important Configurations During CUCM configuration of CCX, the RmCm user(s) configured should have the following additional groups and roles in CUCM: Standard CTI Allow Call Monitoring Standard CTI Allow Call Recording This will be done automatically by CCX as soon as an RmCm user is selected and configured. The Built-in Bridge (BIB) capability is required on the monitored device for Silent Monitoring. Hence, only agents having IP Phones with BIB enabled can be monitored by the supervisor using this feature. 20. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition CUCM-based Silent Monitoring How? Supervisor selects one of the agents in one of his teams. If the agent is in TALKING state, the supervisor is able to click Supervisor has to be in NOT READY state The silent monitoring call (incoming voice only) is established automatically between the supervisor and agent phones and the mixed media is sent to the supervisor phone. He can then choose to Hold or Barge- In and then drop participant (Intercept) He cannot silent monitor any other agents until current monitoring session is completed 21. Local Edition Integrating Cisco Finesse Differences between CAD and Finesse 22. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Differences between CAD and Finesse While Cisco Finesse is new and next-gen, there are still significant feature gaps and behavior differences from CAD/CSD. Since CCX 10.0(1) is the first release that is shipping Cisco Finesse, there are some important points that have to be noted while migrating to Cisco Finesse. Feature Differences Key features in CAD/CSD that are missing in Cisco Finesse in CCX 10.0(1) are: Outbound support Multi- Line handling Agent Email Localization Recent Call List Agent to Agent Chat Some workflow events and actions Blind Transfer 23. 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco Public Local Edition Differences between CAD and Finesse Behavioral Differenc

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