ptg www.it-ebooks.info ptg Cisco Unified Contact Center Enterprise (UCCE) Gary Ford Cisco Press 800 East 96th Street Indianapolis, IN 46240 www.it-ebooks.info ptg Cisco Unified Contact Center Enterprise (UCCE) Gary Ford Copyright © 2012 Cisco Systems, Inc. Published by: Cisco Press 800 East 96th Street Indianapolis, IN 46240 USA All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review. First Printing June 2011 Library of Congress Cataloging-in-Publication data is on file. ISBN-13: 978-1-58714-117-1 ISBN-10: 1-58714-117-5 Warning and Disclaimer This book is designed to provide information about Cisco Unified Contact Center Enterprise (UCCE). Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied. The information is provided on an “as is” basis. The author, Cisco Press, and Cisco Systems, Inc., shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the discs or programs that may accompany it. The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems, Inc. Trademark Acknowledgments All terms mentioned in this book that are known to be trademarks or service marks have been appropri- ately capitalized. Cisco Press or Cisco Systems, Inc. cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark. ii Cisco Unified Contact Center Enterprise (UCCE) www.it-ebooks.info ptg Corporate and Government Sales The publisher offers excellent discounts on this book when ordered in quantity for bulk purchases or spe- cial sales, which may include electronic versions and/or custom covers and content particular to your busi- ness, training goals, marketing focus, and branding interests. For more information, please contact: U.S. Corporate and Government Sales 1-800-382-3419 corpsales@pearsontechgroup.com For sales outside of the U.S. please contact: International Sales international@pearsoned.com Feedback Information At Cisco Press, our goal is to create in-depth technical books of the highest quality and value. Each book is crafted with care and precision, undergoing rigorous development that involves the unique expertise of members from the professional technical community. 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Publisher: Paul Boger Business Operation Manager, Cisco Press: Anand Sundaram Associate Publisher: Dave Dusthimer Manager Global Certification: Erik Ullanderson Executive Editor: Brett Bartow Senior Development Editor: Christopher Cleveland Managing Editor: Sandra Schroeder Copy Editor: John Edwards Project Editor: Seth Kerney Te c h ni c al E d i to r s: Carlos Gonzalez, Alan Quinn Editorial Assistant: Vane ss a Evan s Proofreader: Apostrophe Editing Services Cover Designer: Gary Adair Indexer: Tim Wright Composition: Mark Shirar iii www.it-ebooks.info ptg About the Author For more than 13 years, Gary Ford has been privileged to work for many large systems integration companies, Cisco Advanced Technology Partners, and end customers, design- ing, deploying and maintaining Cisco telephony and contact center solutions. His intro- ductory role to contact centers started in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BT’s core telephony network. Over the following years, Cisco acquired GeoTel and rapidly transformed the ICR product set to include solutions from other Cisco acquisitions and a great deal of in- house innovation. His role has changed over the years from test engineer to contact cen- ter and unified communications consultant. Gary spends much of his time designing and deploying Cisco unified communications solutions for a wide range of customers. Gary also holds a bachelor's of engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications. About the Technical Reviewers Carlos Gonzales, manager of Software Development Engineering, is one of the technical managers in the Customer Contact Business Unit in Boxborough, Massachusetts, where he has been working as an engineering manager for the past year. In his current role, he is involved in quality assurance testing, release engineering, and systems engineering activi- ties with respect to the customer contact applications. Before becoming a manager, he held a software engineer and technical leader position for seven years in the Voice Te ch n ol o g y G ro u p S ol u t i on Te s t t e am fo c u s e d o n s o lu t i on - le vel t e s t i ng o f UC C E , C VP, CUCM, CUP, CUSP, CTIOS, CAD, UCS, Outbound in Standalone, Distributed, CoW, and Parent/Child deployment models. During his tenure as an engineer, he had the privi- lege of leading and participating in validating the UCCE system in an end-to-end Cisco solution, as documented in the Cisco validated design guides (aka SRND). Currently, as a manager on the CCBU team, he has been privileged to work with UCCE development, test, and field engineers in deploying UCCE in a UCS, VMware, and EMC data center environment. Carlos holds a bachelor’s degree in computer science and is the recipient of multiple Cisco, Microsoft, and VMware certifications in addition to more than 15 years in the networking industry. Alan Quinn, NCE Advanced Services Europe, is one of the senior consulting engineers in the Unified Customer Contact team in London, U.K. In his current role, he is involved in developing Contact Center as a Service (CCaaS) that includes Hosted UCCE, CVP, and CUCM; the solution is to be built on UCS technology. Before joining Cisco as an NCE, he held a position with a large European service provider as customer design authority for five years. This role focused on planning, designing, implementation, and operation of large contact center solutions that used the NAM/CICM deployment model. Alan has more than 14 years of experience in the communications industry and holds several Cisco voice certifications. iv Cisco Unified Contact Center Enterprise (UCCE) www.it-ebooks.info ptg Dedications Not only is this book dedicated to my family, friends, and pets but also to all those Cisco engineers, customers, and Cisco partners that I have been fortunate to work with during my career. Acknowledgments I would like to thank many people for helping me create this book. The Cisco Press team: Brett Bartow, the executive editor, for taking time to evaluate my original proposal and giving me the opportunity to turn it into a book. Christopher Cleveland, the senior development editor, for providing excellent feedback and getting me back on track as deadlines were looming. Everyone else on the Cisco Press team who have helped convert my ideas, words, and pictures into the book you are reading today. The technical reviewers: As an engineer, it is always frustrating for accidental technical errors to appear in documentation. I therefore greatly appreciate the considerable time and effort that Alan Quinn and Carlos Gonzales have dedicated in performing their tech- nical reviews for this book. v www.it-ebooks.info ptg Contents at a Glance Introduction xi Chapter 1 Contact Center Overview 1 Chapter 2 Platform Architecture 17 Chapter 3 Deployment Models 29 Chapter 4 UC Operating Systems 39 Chapter 5 UCCE Road Map 43 Chapter 6 UCCE Platform Deployment 53 Chapter 7 UCCE Application Configuration 83 Chapter 8 Call Routing 97 Chapter 9 Call Flow Scripting 113 Chapter 10 Reporting 133 Chapter 11 Nodes and Processes 155 Chapter 12 Unified CM and IVR 185 Chapter 13 Data-Driven Routing 207 Chapter 14 UCCE Databases 219 Chapter 15 Management and Administration 235 Chapter 16 Troubleshooting 247 Index 277 vi Cisco Unified Contact Center Enterprise (UCCE) www.it-ebooks.info ptg Contents Introduction xi Chapter 1 Contact Center Overview 1 Contact Center Characteristics 3 Contact Channels 4 Cisco Contact Center Features 5 Virtual Contact Center 5 Cisco Agent Desktop with Presence 5 CTI and CRM Integration 6 Agent Desktop Options 6 Cisco Unified Expert Advisor 7 Support for Remote and Mobile Agents 7 Self-Service and Call-Treatment Capabilities 8 Reporting 8 Management Portal 9 Cisco Contact Center Portfolio 9 Cisco Unified Contact Center Express 11 Cisco Unified Contact Center Enterprise 11 Cisco Unified Contact Center Hosted 12 Cisco Unified Intelligent Contact Manager Enterprise 13 Cisco Unified IP IVR 13 Cisco Unified Customer Voice Portal 14 Other Voice Components 15 Summary 16 Chapter 2 Platform Architecture 17 General Cisco Unified Contact Center Architecture 17 Router 18 Logger 18 Administrative Workstation/Real-Time Distributor and Client AW 18 Historical Data Server 19 Peripheral Gateway 20 CTI Server (Including CTI Object Server) 21 Reporting (WebView and CUIC) 21 Network Interface Controller 22 vii www.it-ebooks.info ptg Cisco UCCE 23 Cisco UICM 23 Cisco UCCH 24 Platform Redundancy 25 Summary 27 Chapter 3 Deployment Models 29 Single-Site 30 Multisite with Centralized Call Processing 31 Multisite with Distributed Call Processing 32 Clustering over the WAN 33 Factors to Consider When Choosing a Deployment Model 35 Deployment Options 35 Enterprise/System UCCE 35 Parent/Child Deployment 36 Real-World Deployments 37 Summary 38 Chapter 4 UC Operating Systems 39 Operating Systems in Use 40 MS Windows for Cisco Unified CM 40 Cisco Voice Operating System (VOS) 40 MS Windows for UICM/UCCE 41 Bill of Materials (BOM) 41 Third-Party Software 41 Learning About Updates 42 Summary 42 Chapter 5 UCCE Road Map 43 Cisco Software Product Lifecycle 43 Software Phases 43 Software Support Road Map 44 Platform Upgrades 45 The Evolution of UCCE 46 GeoTel ICR 2.5 46 GeoTel ICR 3.0/4.0/4.1 48 ICM 4.5 48 Cisco ICM 4.6 48 viii Cisco Unified Contact Center Enterprise (UCCE) www.it-ebooks.info ptg Cisco ICM 5.0 49 Cisco IPCC 7.0 50 Cisco UCCE 7.5 50 Cisco UCCE 8.0 51 Cisco UCCE 8.5 51 Summary 52 Chapter 6 UCCE Platform Deployment 53 Lifecycle Services Approach 54 Prepare and Plan 57 Design 57 Software Versions 57 Platform Sizing 59 Platform Redundancy 60 Server Naming Conventions 60 Deployment Spreadsheet 61 Network Services 63 Databases 68 Cisco A2Q Process 69 Implementation 71 Server Builds 71 Software Installation 72 Installation Order 74 Implementation Testing 79 Summary 82 Chapter 7 UCCE Application Configuration 83 Prepare 83 Requirements Capture 83 Capture Spreadsheets 84 Implementation 84 Configuration Manager 85 Summary 96 Chapter 8 Call Routing 97 Call Routing Concepts 98 Carrier-Based Routing 98 Private Network Routing 101 ix www.it-ebooks.info [...]... renamed Cisco Unified Intelligent Contact Management Hosted (Unified ICMH) ■ Cisco IP Contact Center (IPCC) Enterprise Edition and Cisco IPCC Hosted Edition are renamed Cisco Unified Contact Center Enterprise (Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH), respectively Cisco System IPCC is renamed Cisco Unified System Contact Center Enterprise (Unified SCCE) The use of the generic... base: ■ Cisco Unified Contact Center Enterprise ■ Cisco Unified Contact Center Hosted ■ Cisco Unified ICM Enterprise The product name is allocated depending on the ACD technology used in the deployment and whether the product is being deployed in a hosted environment Unified Contact Center Enterprise (UCCE) and Unified Intelligent Contact Manager Enterprise (UICME) are deployed in similar enterprise. .. platform, the Cisco Unified Contact Center Enterprise (UCCE) for VoIP or Cisco Unified Intelligent Contact Manager (UICM) for TDM platforms are often used www.it-ebooks.info 9 10 Cisco Unified Contact Center Enterprise (UCCE) ■ Hosted ACD: Cisco Unified Contact Center Hosted is typically aimed at service providers to enable multitenant platforms for its customers, but it is also used by some large enterprise. .. ■ Cisco Unified Communications Manager (Unified CM) ■ Cisco IP Interactive Voice Response (Unified IP IVR) ■ Cisco Unified Customer Voice Portal (Unified CVP) In addition to the preceding applications, a Cisco network infrastructure, including Cisco voice gateways and IP Phones, is also required to support these products www.it-ebooks.info 11 12 Cisco Unified Contact Center Enterprise (UCCE) Cisco Unified. .. Cisco Contact Center release 7.0, the following name changes were introduced However, the name changes have not yet been consistently integrated into the documentation set or the software: ■ Cisco Intelligent Contact Management Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) ■ Cisco Intelligent Contact Management Hosted Edition is renamed Cisco Unified. .. This book contains 16 chapters that cover the core areas of Cisco Unified Contact Center Enterprise An overview of each chapter follows: ■ Chapter 1, Contact Center Overview”: Details an overview of contact center technology and the benefits of Cisco contact center solutions ■ Chapter 2, “Platform Architecture”: Covers the Cisco contact center architecture and its component parts ■ Chapter 3, “Deployment... both the Cisco Agent Desktop and the IP Phone Agent, it does not come with a development toolkit for CTI OS SDK Cisco Unified Contact Center Enterprise Cisco UCCE is a highly evolved, best-of-breed, advanced contact center routing platform UCCE is actually a suite of products because UCCE comprises several Cisco solutions, including the following: ■ Cisco Unified Intelligent Contact Management (Unified. .. abbreviation ICM is intended to include both Unified ICMH and Unified ICME The use of the generic abbreviation CC in this document is intended to include Unified CCH, Unified CCE, and Unified SCCE, but not Unified Contact Center Express (Unified CCX) It is important to understand what makes Unified CC different from Unified ICM, and also to understand the demarcation between Enterprise and Hosted If you disregard... extend contact to organizations or staff outside the contact center www.it-ebooks.info 3 4 Cisco Unified Contact Center Enterprise (UCCE) ■ Interoperability: No vendor can be expected to provide the entire stack of applications to do the tasks required by the business for the contact center Many vendors have comprehensive partnership and development programs with published APIs into the contact center. .. page intentionally left blank www.it-ebooks.info Chapter 1 Contact Center Overview This chapter covers the following subjects: ■ An overview of the Cisco Contact Center ■ An introduction to the benefits and features offered by the Cisco Contact Center ■ An understanding of the different products within the Contact Center suite A call or contact center is often thought of as a centralized office or building . 9 Cisco Contact Center Portfolio 9 Cisco Unified Contact Center Express 11 Cisco Unified Contact Center Enterprise 11 Cisco Unified Contact Center Hosted 12 Cisco. 48 Cisco ICM 4.6 48 viii Cisco Unified Contact Center Enterprise (UCCE) www.it-ebooks.info ptg Cisco ICM 5.0 49 Cisco IPCC 7.0 50 Cisco UCCE 7.5 50 Cisco