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• Introduction
• Life Cycle
• Requirements
• Designing with UCCE
• Designing with PCCE
• Designing with HCS for CC
Agenda
Reference Designs
7
• Contact centre solutions that include something not covered by the Contact Centre Enterprise Reference Designs are called noncompliant solutions. Packaged CCE and Cisco HCS for Contact Centre do not support noncompliant solutions. You can only build a noncompliant solution in Unified CCE.
Reference
Design
(Max Agents)
Cisco HCS
for Contact
Centre
Packaged
CCE
Unified CCE
Small Contact
Centre (SCC)
100 or 500
500
1000
1500
4000
12000
Large Unified
CCE ( Contact
Director)
PDIOO
9
PDIOO
Technology
Assessment
Post
Deployment
Audit
Support Handoff
Project Close
Day 2 Support
TAC Handoff
Customer Requirements
Cisco Hardware and 3rd
Party SW Quote
Prelim. Network Design
Project Plan
Project Kickoff
Sign off
Site Preparation
Network Installation
Unified Contact Centre
Installation
Implementation Testing
Sign off
PlanPlan
Design
Implement
Operate
Optimise
Design Workshop Site Survey High Level design Detailed Design
Specification Application Detailed Design
Specification HW and SW Orders Implementation Plan Test Plan Sign off
Capacity Planning
• Software Releases Assessment Service
• Ongoing Design Support Service
Volume testing
Script review
Reporting
ACME Requirements - Sizing for ACME
Talk time of 180 secs
Wrap-up 30 seconds
190 agents
20 supervisors
~4000 BHCC
IVR treatment
of 30 secs.
20% self service
completion rateSLA is 80% in 20
secs
Volume.
5 Skill groups
per agent
average
Highly Redundant
E1 & Fractional PRI
ISDN
Virtualised
SAN not
available
Operations
Management tool
required
Administration
auditing *
ACME Requirements - Infrastructure Features
Features.
Voice bandwidth to be
minimised over the
WAN
1 main centre
and two remote
sites
Siebel Integration
Email Management
Post Call Survey. Supervisor
to Agent
Chat
Integration to 3rd
party WFM and
voice recording
Omni Channel
ACME Requirements - Customisation
.
Statistics –
Call detail
custom report
Custom
Customer Requirements Discovery Outcome
• 200 users + 10% growth
• IVR treatment of 30 secs
• Talk time of 180 secs
• Wrap-up 30 seconds
• 20% self service completion rate
• SLA is 80% in 20 secs
• BHCC 4000
• Post call survey
• 40 Email users
• Omni channel
• Operations management tool -reskilling
• Green Field
• Call Flow Script segmentation
• Chat
• Administration auditing
• Redundant
• 1 main centre and two remote sites
• Siebel integration
• Integration to 3rd party WFM and voice recording
• Voice bandwidth to be minimised over the WAN
• No SAN available
• Report to find the agent that handled a particular call
Size Rating
• What size contact centre are we designing for based on requirements gathered?
SmallMedium Large
UCCE Design Steps
Architecture Model
Agent site topology
Components
Sizing
VM layout
Network
Fault Tolerance
Dial Plan
Reports
Customisation
Management
Global DeploymentCentralised data centre, global access
• Single contact centre available world-wide
• Reduced deployment costs by eliminating multiple customer instances
• Remote components can be B-series or C-series
Side A Side B
Private
Network
Public
Network
Remote Data Centre
e.g. APAC
50
Agents
Site 3
PSTN
VXML
Gateway
e.g. North America
100
AgentsSite 1
PSTN
VXML
Gateway
Site 2
PSTN
VXML
Gateway
Max
400ms
RTT
Max
200ms
RTTMax
200ms
RTT
Private
Network
Public
Network
Core Data Centre
Side A Side B
Long
Distance (800) Carrier
TDM GWConference
DSPs
T1s
RoggerRouter
Logger
Campgn Mgr
Generic PG
SIP Dialer
MR PG
CUCM PIM
VRU PIMs
CTI Server
SIP
SCCP
(DSPs)
SIP Proxy
CUSP
SIP
SIP (dialer)
SIP
TDM
HTTP
HTTP
FirewallMRI, CSTA
EIM/WIMServices Server
DB server
Internet
WIM
Web Server
Firewall
CVPCall Server
VXML Server
Media Server
GED.125
CVP Ops Console
OAM&P
CCMP
App Server
Database
Supervisor
HTTP
(VXML)
VXML GW
CUBE
SIP
CVP
JDBC
Reporting Server
CUIC
JDBC
Pub/Sub
AW/HDS/DDS
Finesse
SIP
JTAPICUCM
Data Centre: Logical View
SIP
AXL
MediaSense
Agent
• Browsers IE10, IE11, FF31 (IE9 for legacy CCE tools)
• JRE 1.7-45 / Tomcat 7.0.54
• Desktop: Windows 7, Windows 8.1, OS X
• Server: Windows 2012 Standard
• SQL Server 2014 Standard & Enterprise
(EIM/WIM SQL Server 2012)
Unified CCE 11.0 Software Updates
Fill Out Host Template For Deployment
• Watch length of hostnames -
maximum length is 15 in windows 2008
• Avoid Special characters
• Use of hostnames in setup allows
for future changes in ip address’s.
• Use of hosts file to reduce need
for DNS
• Ensure nslookup and ping of names match
Results 2 of 2Component Qty
Rogger 2
Finesse 2
Agent PG 2
Gateway Ports 257
CVP servers 2
CUCM PUB/SUB 1/2
Cisco 3925E
gateway across
10 E1’s *
1
* Need to go back and ask http or https for VXML traffic.
Design – 3rd Party CTI All-Event Sizing
PG OVA CTI All-Event CTIOS monitor
mode
Combined CTI
All-Event amd
CTIOS monitor
mode
2 vcpu 7 5 9
4 vcpu 20 5 NA
WFM (RTA) Finesse EIM Recording MCAL
2 2 2 2 1All-Events
Recent
update
in
UCCE
Virtual Machine Layout and Placement Logic
* Collaboration Virtual Machine Placement Tool (VMPT) with use of
Tested Reference Configurations (TRC)
What is missing? What is not redundant?
VMware Network
Firewalls – Where Are They?Since users are the main threat
suggest
• IP ACL’s from DC subnet to DC
subnet
• Port ACL’s from the site to DC
See
• Securing Cisco Unified Contact
Centre Enterprise
• Cisco Unified CVP port utilisation
• Operations console uses dynamic ports*
Fault Tolerance - CUBE Local Redundancy
Load Balancer
Load Balancer
L2 Box-to-Box redundancy
ISR G2 (Stateful failover)
SIP SP sees one VIP address
Clustering with load balancing
All platforms
Load balancing by
SP call agent
SIP proxy/load balancer
Local and geographical redundancy
Active
Virtual IP
CUBE
CUBE
Virtual IP
Standby
SIP SP
SIP SP
Network Equipment Redundancy - LoopbackRequirement: Network equipment to be dual attached to redundant upstream infrastructure.
Use Loopback as the central point
voice service voip
sip
bind control source-interface Loopback0
bind media source-interface Loopback0
The IP routers for the network must provide redundant routes to this loopback
interface and correctly propagate those routes to the rest of the routers in both
data centres.
Dial Plan - CUCM
Purpose Range
Outside Line 0
Agent extensions 10000 - 19999
Transfer Route
Points
20000 - 29999
Voice mail pilots
and ports, BIB
Recording
30000 - 39999
Office Phones
and DID
40000 - 49999
CUSP Processing Model
Pre
-N
orm
alis
atio
n
Routing
Po
st-
No
rmalis
atio
n
SelectPolicy
SelectPolicy
SelectPolicy
IncomingRequest
OutgoingRequest
Route per pre-configured
policies
Modify header fields
Triggers
Modify header fields
Example Number Manipulation For Explicit Label Return From UCCE
• Adding a 0 prefix to the external number after removing initial 2 digits
• CUIC Stock Reports
Cisco Unified Contact Centre Enterprise Reporting User Guide 11.0
• Reports from the forum
http://developer.cisco.com/web/ccr/documentation
• CUIC Custom Reports
Cisco Unified Intelligence Centre Report Customisation Guide Release 11.0(1)
• Third Party reporting System – Exony
• Build your own reporting system
Reporting DecisionSources For Reporting
Sources of Statistics - UCCE
Administration &
Data Server
Real-Time Data
Copy of
Configuration
Tables
and ICM Scripts
AWDB
DDS
Detailed Call/Call Segment
Information
HDS
Copy of Historical Data
(15 or 30 min. intervals) Configuration Info
ICM Scripts
Historical Data
14 days
System Events
Logger
Do not go here* Located at each side
Database Sources For Reporting
Sources of Statistics - CVP
Call Table
VXML Session
VXML Element
CVP Reporting
* Records cut at end of call
* Each CVP server will point to one CVP reporting server
Requirement: Need to know
menu usage
Database Sources For CVP Reporting
Live Data in Unified CCE 11.0
• Statistics updated as events occur: individual cells update instead of entire report
• Available in Intelligence Centre and Finesse Agent
64
NEW
Example Custom Report On Which Agent Answered A Call From A Particular Customer 1- Report Definition
Example Custom Report On Which Agent Answered A Call From A Particular Customer 1- Report Definition
Finesse Chat Customisation – Method #2Embed CAXL – Cisco Ajax XMPP Library Into Finesse Gadget
2 – Login to
Chat
IM & P client
registers to
Cisco UCM
IMP
3 – Cisco UCM
IM & P returns
buddy list and
associated
presence, including
self presence, as
well as IM
capabilities
Cisco UCM IM & P
provides user database,
presence engine and
XMPP IM capabilities
BOSH
* CAXL is part of Jabber SDK
Finesse Server1 – Finesse loginGadget.xml
Gadget.js
CAXL
Finesse ServerGadget.xml
Gadget.js
CAXL
Gadgets and Layout
MCA for Siebel Topology
Customer
Agent
Siebel Comm
Server
UCCE
UCM
Voice GW
MS
Exchange or
similar
MCA for
Siebel
(powered by
MCAL)
Siebel GUI
Datastore
Context Service Multichannel + Context = Omnichannel
Out-of-the-box Cisco
solution feature
Enables a complete
view of the customer
journey
Easy to use and adapt
to any business model
Open interfaces enable
custom applications
Better informed agents
provide superior
experience
Deliver
Omnichannel
Seamlessly
Mobile
IoE
Phone
IVR
Customer
Journey
Cisco Customer
Collaboration SolutionsCustom Applications
Retail
SMS
Social Media
Chat
Web
Feature of Contact Centre Express & EnterpriseIntegrated with CVP Call Studio, CCX Script Editor, Finesse, EIMWIM, SocialMiner
Sample ScreenActual version may differ
Network Management
• UCCE SNMP Event Flow – High Level
SNMP Network Management System
SNMP
syslog
EMS
EMS
EMS
Router
HDS
PG
Logger
Syslog Collector
Cisco Prime Collaboration
PCCE Design StepsArchitecture Model
Agent site topology
Components
Sizing
VM layout
Network
Fault Tolerance
Dial Plan
Customisation
Management
Packaged CCE Platform Options More Hardware Options
Cisco UCS® B200 M3 TRC blade
Cisco UCS B200 M4 TRC blade
Private
Network
Public
Network
Cisco UCS C240 M3S TRC server
Two for redundancy
PSTN
CUBE
Side A
Side B
Packaged CCE Scales Up!
Description Old Limit New Limit
Number of Agents1000 Active
6000 Configured
1500 Active
9000 Configured
Number of Supervisors100 Active
600 Configured
150 Active
900 Configured
Number of CVP Ports 1800 ports 2700 ports
1000+ agent deployment requires UCS C240 or B200 series
and an off-box HDS
NEW
in 11.0
Cisco Packaged Contact Centre Enterprise
Packaged Deployment Up
to 1500 Agents on Cisco
UCS® PlatformCall Routing (Unified CCE)
Reporting (Unified IC)
Call Control (Unified CM)
Self-Service (Unified CVP)
Outbound Option
Desktop (Cisco Finesse®)
Options Available
Multichannel
Social Media
Speech
Recording + WFO
Ext. Historical Data Server
(HDS)
Video
Full CCE
Deployment
12,000 Agents
Unified ICM
TDM
VIM
Etc.
RSM
Optional
Migration
Solutions Plus
Architecture and VM Layout
Recording
Siebel B&S
Workforce
Management
Features/options
requiring setup on
separate hardware
Unified WIM
EIM
Optional Cisco
components
Optional third-
party components
AW / HDS / DDS
* vCPUs are
oversubscribed by
design.
Sizing
CVP Ports -
Each Packaged CCE Agent entitles the user to:
One (1) Premium CCE Agent
One (1) redundant CVP queue or self-service port
For instance, if you ordered 325 units of Packaged Agent, then you would
be entitled to 325 concurrent logged in Premium CCE agents along with
325 CVP ports and 325 redundant CVP ports for queuing or self-service.
Gateway Ports – Sizing tool
HCS for CC Design StepsArchitecture Model
Agent site topology
Components
Sizing
VM layout
Network
Fault Tolerance
Dial Plan
Customisation
Network Management
Cisco Confidential 88© 2011 Cisco and/or its affiliates. All rights reserved.
Multi-Customer Collaboration PlatformEach Customer Gets a Private Virtualised Application Suite
Remote Office Options
• Support agents across locations
• Supports legacy phones with Mobile Agent
Contact Centre
Applications
Unified CM
Contact Centre Side
BPrivate
Network
Public
Network
All are ISR G2
(VXML, DSP)
Ingress Gateways
V V
V V
Contact Centre
Applications
Unified CM
Contact Centre Side
A
MPLS WAN (QOS-
Enabled)/Internet
V V
VXML
Gateway
TDM
Gateway
VV
PSTN PSTN
Mobile AgentLocal Trunk
Breakout
Office with Unified
CCE Agents OnlyCisco Virtual Office
(CVO)(Home Agents with Broadband)
VPN
VPN
500 and 1000 Seat High Level Topology
Unified CCE
Call Server
Side A
Unified CCE
Data Server
Side A
Unified CVP
Server 1A
Unified CVP
Server 2A
Unified
Intelligence
Centre
Publisher
Finesse
Primary
Unified
Communications
Manager
Publisher
Unified
Communications
Manager
Subscriber 1
Unified CVP
Reporting
Contact Centre Side A
Router, PG,
CG, CTIOSLogger, AW
Call Server,
VXML Server,
Media Server
Call Server,
VXML Server,
Media Server
Options
Core component
integrated options
Optional Cisco
components
Optional third-
party components
Only required for the
1000-agent
deployment model
Unified CCE
Call Server
Side B
Unified CCE
Data Server
Side B
Unified CVP
Server 1B
Unified CVP
Server 2B
Unified
Intelligence
Centre
Subscriber
Finesse
Secondary
Unified
Communications
Manager
Subscriber 2
Unified CVP
OAMP
Contact Centre Side B
Router, PG,
CG, CTIOSLogger, AW
Call Server,
VXML Server,
Media Server
Call Server,
VXML Server,
Media Server
Options
Private
Network
Highly Available
Public Network
All are ISR G2
(VXML, DSP)
Ingress Gateways
V V
V V
• Referenced model High Density B200 M4 (UCS-UC-B200M4) blade is easy to deploy
• Supports Tested Reference Configuration (TRC) and spec based hardware
Courtesy
Callback
Whisper
Announcement
Database
Integration
Agent
Greeting
Mobile Agent
Local Trunk
Features/options available on core
server
Outbound
Dialer
Post Call
Survey
Precision
Routing
AW / HDS / DDS Speech
Span-based
MonitoringRecording
Wallboard
Workforce
Management
Features/options requiring setup
on separate hardware
Unified WIM
and EIM
Remote Silent
Monitoring
MediaSenseUnified SIP
Proxy
Small Contact Centre Agent Deployment - Dedicated
• Dedicated components sub-customer
• Flexible and Economical models:
• 10 x 100 agent sub-customer instances per blade pair
• 3 x 500 agent sub-customer instances per blade pair (not depicted)
• Utilises Departmental capabilities to support multi-tenant deployments
• Dedicated CUCM for each customer
• Sized with CUCM, but not required
• Core system only requires 2 blades per side
• UCSB200 M4 optimised model shown
* Uses Tested Reference Model; Also supports spec-based deployments
Dedicated components sub-
customer 500 agents
Small Contact Centre Agent Deployment - SharedShared components
sub-customer
Can use a 200 agent
portion
Shared Cisco Unified CM, Peripheral Gateway
and Finesse
support up to 2000 agents across
100 Department enabled sub-customers.
NEW
in 11.0
A2Q process
A2Q intends to reduce the instance and
severity of field related issues through
ensuring the right technical designs,
partner capabilities, and services are part
of Contact Centre opportunities before
deals are finalised.
http://a2q.cloudapps.cisco.com
• Triggers on UCS-B series or Spec-based hardware deployments
• Focuses on reviewing infrastructure
• Resource: DMS Checklist:
• https://communities.cisco.com/docs/DOC-54697
• DMS Review needs to be completed before Phase 2 review will occur
Design Mentoring Service (DMS) – Conditional
Phase 1
DMS ADMS
Phase 2
Phase 3
• Conducted to validate the design and release the Product Hold once the deal is approved and booked.
• Types
• Traditional (New, Add-On, Upgrade, Design Changes)
• PCCE
• HCS
A2Q Phase 2
Phase 1
DMS ADMS
Phase 2
Phase 3
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Public Link BandwidthComponent Comment Tool
VRU PG Communicates with the CC
possibly over the WAN
http://www.cisco.com/c/en/us/support/customer-
collaboration/unified-contact-center-enterprise/products-
implementation-design-guides-list.html
Agent PG Communicates with the CC
possibly over the WAN
http://www.cisco.com/c/en/us/support/customer-
collaboration/unified-contact-center-enterprise/products-
implementation-design-guides-list.html
Finesse Server to Agent
Finesse Server to CTI Server
Most expensive is Agent login http://www.cisco.com/c/en/us/support/customer-
collaboration/finesse/products-technical-reference-
list.html
Public Link Bandwidth - ContinuedComponent Comment Tool
CVP SIP Signalling For Branch models
communicates is over the site
WAN
CVP SRND
CCMP Communicates over the WAN UCCE SRND
ICCS/Database/CTI Communicates over the WAN CUCM SRND
RTP Non local voice traffic over the
WAN CUCM SRND
See VoIP Bandwidth Reference Slide
Sip Signalling Gateway to centralised CUCM. CUCM SRND
VXML Documents For Branch models
communicates is over the site
WAN
CVP SRND
Media Files For Branch models
communicates is over the site
WAN
CVP SRND