BRKUCC-2059 - Designing and Deploying Cisco UCCX

Designing and Deploying Cisco Contact Centre Express BRKUCC-2059 Christopher West Systems Engineer #clmel Training Session: “Becoming a Call Centre Champion” 6? •UCCX Design. Cisco Public 4 .5/10. All rights reserved. Considerations and Best Practice •UCCX Deployment.Agenda •Cisco UCCX Product Overview •What’s New in UCCX 10. Considerations and Best Practice •Summary •Questions and Answers BRKUCC-2059 © 2015 Cisco and/or its affiliates. UCCX Product Overview . Cisco’s Collaboration Portfolio Unified Customer Communications Collaboration Collaboration Applications TelePresence BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 6 . All rights reserved. All rights reserved. Cisco Public 7 .Customer Collaboration: Portfolio Coverage Cisco Unified Customer Collaboration Solutions Target Markets: CORE CONTACT CENTRE SELF SERVICE AS A SERVICE Service Provider Cisco Cisco Unified Unified Hosted Contact Customer Collaboration Centre Enterprise Cisco Voice Portal Solution for Enterprise Packaged Contact CCE Centre Cisco Unified Contact Centre SMB/Mid-Market Express/IP IVR BRKUCC-2059 © 2015 Cisco and/or its affiliates. Email API Contact Centre Express IVR Social Media Reporting SocialMiner Unified Communications Manager Application Platform Business Edition 6000 and 7000. Video Chat. Spec-based HW All in One Solution Easy to Deploy Easy to Use BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 8 . All rights reserved.Cisco Unified Contact Centre Express Desktop Application Finesse Cisco Agent Desktop High Availability Workforce Management Outbound IVR Options CRM Connectors ASR/TTS Quality Management Voice. None – Outbound – Integrated Preview/Predictive – Multi-Channel – None – Multi-Channel – Integrated Email & Chat – Options (WFO. Central IVR • Location – Multi. – SBR. • Scale – 400 Agents Maximum 100 Calls per Queue • Deployment – Single Box/Installer • Deployment – CUCM Option • Location . All rights reserved. CRM Integration etc. – Queuing & Prompting (2 Prompts) with MOH Monitoring.Yes BRKUCC-2059 © 2015 Cisco and/or its affiliates.None – Options (WFO. Prompt & Collect. Central Queue • License – Concurrent Agent • License – Unified CUCM User • ACD Functions – Full. • ACD Functions – Basic.Multi-Site. Reporting.) .) . CRM Integration etc. Agent/Supervisor Desktop • CC Additions: • CC Additions: – Outbound .Express vs Native Call Queuing • Scale – Multiple Agents/Queues. Cisco Public 9 . Cisco Public 10 .UCCX Package Options Standard Enhanced Premium • IP Phone Agent • Cisco Agent Desktop / • IVR (Advanced) • ACD Finesse • Outbound (Preview) • Reporting • IVR (Basic) • Agent Email • Reason Codes • Workflow • Integrated Browser • IM/Presence • Database Integration • Wrap Up Codes • Java Integration • Real Time Reports • Agent Chat • High Availability • SocialMiner (Agents) • Minimum New order of 10 seats is required • Cannot mix package options BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 11 . Fixed login count.Licensing • Inbound voice/email/web-chat user licenses • Non-High Availability (HA) Active server software license (these are auto-included with new seat orders) • HA Standby server software licenses • Outbound port licenses (Progressive/Predictive) • Option Licenses: – Social Miner Server License – Compliance Recording (CR) user licenses – Quality Manager (QM) user licenses – Advanced Quality Manager (AQM) user licenses – Workforce Management (WFM) user licenses • Cannot breath-out. 6? .5/10.What’s New in UCCX 10. 5 BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Progressive and Predictive Outbound agent – Multi-session Web Chat and Email – Multiline Device Support – Extension Mobility – QM Gadget – Localisation – Gadget Container enhancements – Jabber VXME support – CAD-BE dropped starting Unified CCX 10.Finesse Enhancements – Direct Preview. Cisco Public 13 . Cisco Public 14 . All rights reserved. Finesse Gadget Container Enhancements Multiple Columns Side-by-Side Gadgets Each Finesse tab can have a different number of columns BRKUCC-2059 © 2015 Cisco and/or its affiliates. Agent E-Mail 10. All rights reserved. Attachments Simple to Deploy handling with • Predefined responses (500) SocialMiner • MS Exchange 2013. web chat Packaging SocialMiner • Two choices for routing • Included with the algorithms premium seat • Most skilled agent license • Longest available agent • 60/120 agents • Route to same agent who depending on handled last response deployed OVA • Rich text editing • Email media • Re-queue to CSQ. 2010 • Complete • Finesse Gadgets configuration in 3 BRKUCC-2059 © 2015 Cisco and/or its affiliates. email. Cisco Public 15 simple steps .6 Functionality • Blended voice. All rights reserved. Finesse Agent Desktop Integrated Web-Chat and Email Gadget Visual Chat and Email State Control Notifications Web-Chat Email Chat Reply Pane BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 16 . All rights reserved. Finesse Agent Desktop Integrated Web-Chat and Email Gadget Chat and Email State Control Web-Chat Email Email Reply Pane BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 17 . Outbound Agents Predictive and Progressive • Direct Preview. Cisco Public 18 . All rights reserved. Predictive and Progressive dialer with Finesse – Up to 150 concurrent outbound sessions – Separate license required – CAD supports Preview only • Blended Inbound and outbound operations • Call Progress Analysis with ISR Gateway • Outbound reports • Campaign Management with API support BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 19 . All rights reserved.Outbound Agent Scheduled Callback Available • On an outbound call • In wrap-up after an outbound call • On hold on an outbound call Option to edit the phone number BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 20 .A reservation call lets the agent decide how to respond to the contact • Direct Preview Mode. the outbound call is made BRKUCC-2059 © 2015 Cisco and/or its affiliates.Direct Preview Outbound d • • All Outbound Modes – Agents are put in “Reserved (Outbound)” State Direct Preview Mode . All rights reserved.When the agent accepts the contact. Cisco Public 21 .Web Chat Enhancements • Multi-Session ( up to 5) with Finesse • 60/120 concurrent sessions • Predefined Responses • Audible Alert • Agent Alias • Transcript Download • Live Data and Historical Reporting • Blended (Configurable) Voice/Chat Agent Operations • Available with Premium Agent Licensing BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 22 EX series . 99xx.Video Care with Jabber Guest 10. All rights reserved. BRKUCC-2059 © 2015 Cisco and/or its affiliates. DX650.5(1)SU1 and later • Intercept results in Video if supervisor has video end point SDK for iOS application • Endpoint support for 89xx.6 Functionality • Two way video interaction using Jabber Guest Packaging • Video in queue (non-interactive) using hold step and VoH • Collab Edge infrastructure • Finesse for Agent desktop required along with • Normal Unified CCX reports for Jabber Guest Video calls • Audio only • MCU for video barge-in/conference • Silent monitoring • Recording with CUCM • Video on Hold needs based recording Simple to Deploy MediaSense • Interaction for initial IVR • Finesse Only treatment • Simple to configure web URI for the website or • 10. Workforce Management • Multi-Channel Forecasting • Agent Schedules on Mobile • Copy/Paste Support for Forecast Edit & Distribution • Abandoned Calls Metric in Agent Schedules • User Interface Refresh BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 23 Quality Management • Finesse Gadgets for recording controls • Live Screen and voice monitoring • Eliminate Java Dependency • Whisper/Barge-In Feature • Points based Evaluations • Hyperlink access to recordings BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 24 UCCX Design, Considerations and Best Practice Cisco Public 26 . All rights reserved. • 42 % offer Social Media • 34% offer voice self service • 30 % offer web collaboration Source: Deloitte 2013 Global Contact Centre Survey BRKUCC-2059 © 2015 Cisco and/or its affiliates.Contact Centre Channels • 85% of Contact Centres interact with their customers through multiple channels • 92% of Contact Centres that view Customer Experience as a differentiator choose to offer multiple channels • For organisations that believe customer experience is a competitive differentiator. .  What business problem(s) are we solving?  What current customer service functionality exists?  What new capabilities and features does the business need?  Does Unified Contact Centre Express meet the required functional and technical requirements?  Does the customer have all the required infrastructure and unified communications applications?  What is their required method of deployment?  What are the dates for system acceptance and full production?  What is the measurement of success? BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved.Before Any Design is Created…. Cisco Public 27 . MGCP or H.323 voice gateway V – Allows incoming/outgoing calls from public switched telephony network (PSTN)  Communications Manager (CM) – Responsible for call control and agent users  Contact Centre Express (CCX) – Workflows play prompts and collect digits from callers – Queues calls for delivery to available agents  Cisco Agent Desktop (CAD) / Finesse – IP Phones and PC’s running CAD/Finesse client BRKUCC-2059 © 2015 Cisco and/or its affiliates.Solution Components  Voice Gateway (VG) – SIP. All rights reserved. Cisco Public 28 . Deployment Scenarios . Single Site Deployment Unified CCX  All agents and supervisors are in the same location Unified CM Cluster  Single node Unified CCX with no redundancy  Two nodes Unified CCX for HA with server redundancy  Bandwidth consideration: PSTN None BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 30 . All rights reserved. All rights reserved. Cisco Public 31 .Remote Branch Agent  May require transcoding between sites Unified CCX  Bandwidth considerations: – Agent Desktop Call Control/Agent State events – Historical and Real-Time CUIC Reports Unified CM – Workforce Optimisation Cluster IP WAN PSTN BRKUCC-2059 © 2015 Cisco and/or its affiliates. High Availability Over the WAN Unified CM Cluster IP WAN Unified CCX Cluster  Provides DR capabilities through Site Redundancy  Latency: 80ms RTT between UCCX nodes (same as CUCM CoW requirement)  HA over Wan Bandwidth Requirements BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 32 . All rights reserved. Additional Channels . Cisco Public 34 . WebChat – Customer Hosted Website  Website Hosted Internally  No Proxy Required  SocialMiner Node Deployed in DMZ BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. WebChat – Externally Hosted Website  Website Hosted Externally  Proxy Server (Optional)  SocialMiner Node Deployed in DMZ BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 35 . Customer sends an email which arrives at the Exchange mailbox 6 7 2. When the agent clicks on the particular email. content is fetched from the mail server and rendered in the reply pane * Exchange deployment model is for illustrative use only 7.Agent Email Work Flow 9 1 Exchange Exchange* Edge* 2 Internet Unified CCX 8 6 2 3 SocialMiner DMZ 5 4 1. Exchange sends the email to the customer BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 36 . SocialMiner checks for emails periodically and notifies Unified CCX (metadata) CUCM 3. The email gadget on Finesse automatically accepts the email 6. When an agent is available. The agent sends a reply 8. All rights reserved. Unified CCX assigns the email to the agent Agent 5. Unified CCX queues the emails in associated CSQs 4. SocialMiner sends the email via secure SMTP to Exchange 9. VCS Control notifies CUCM to setup the call 6. Video call is setup between agent and caller BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 37 . Unified CCX selects an available agent and offers call 8. Customer clicks to call from a browser or mobile app 6 2. All rights reserved. VCS Control notifies Jabber Guest which handles http-based ROAP to SIP conversion and also manages call URLs and hosts the video API and browser plugin 5. VCS Expressway notifies VCS Control (via traversal link) 4. VCS Expressway receives the call UCCX CUCM Jabber Guest 3. Agent answers from desktop or phone 9. CUCM routes call to Unified CCX CTI Route Point (application trigger) 7.Video Care with Jabber Guest Work Flow Caller Agent 1 DMZ 3 2 Internet VCS VCS Control Expressway 9 9 8 7 5 4 1. Agent Desktop . CAD and Finesse Mixed Mode • Mixed operation of CAD and Finesse • Team wise migration support for inbound voice No CAD in agents and Preview Outbound Agents. UCCX 11. Cisco Public 39 .0 supports Finesse only BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved.0 • No partial team migration • Supervisor capabilities and Live data at team level • Web Chat and Email agents need to be flash cutover at start • Whitepaper available for detailed guideline on design considerations and planning process • No data migration from CAD to Finesse • Unified CCX 11. 2015 Last Ship Date July 15. 2015 Formal EOL Announcement July 17. 2015 End of Sale October 15. 2018 Last Day of Support BRKUCC-2059 © 2015 Cisco and/or its affiliates.X Date Event January 16.CAD End-Of-Life Summary • CAD EOL announced for Unified CCE and Unified CCX • Unified CCX 10.6 will be the last release of CAD • End of Software Maintenance and End of Support milestones for CAD are the same for both Unified CCX 9. 2016 End of SW Maintenance July 31. All rights reserved.0 and 10. Cisco Public 40 . Solution Sizing . UCCX Capacities and Limits  UCS – XL Profile -> 4 CPU Core + 16 Gig memory  120 Agent Email  400 Maximum logged in agents or inbound IVR Ports  50 Web Chat  6000 Maximum BHCC  150 Queues  42 Maximum Supervisors  150 Skills  100 Preview Outbound Agents  50 Skills per Agent  150 Outbound IVR ports BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 42 . All rights reserved. cisco.com/cucst/ BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 43 .Unified CCX Solution Sizing Tool  Provides sizing for all solution components including CUCM and gateways  Takes a variety of UCCX specific inputs – Agent License Package – Amount of Agents/Supervisors – WFO requirements  Creates a solution sizing report complete with server sizing – Server Types and capacities – IVR ports / Gateway capacities http://tools. Cisco Public 44 .Primary Bandwidth Considerations  Signalling and Call Control  Voice Codec – IP Phone / Gateway  Supervisory Monitoring – Agent Desktop  HAoWAN S M Unified CM Unified CCX IP WAN PSTN DC-1 DC-2 BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. All rights reserved.Bandwidth Calculators  Bandwidth Calculators available for the Finesse Desktop  Provides Client to Server Bandwidth requirements  Linked from UCCX SRND/Design Documents BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 45 . Additional Bandwidth Requirements  You will need to account for Additional Bandwidth when deploying any of the following optional components: – Reporting – SocialMiner Server  CUIC Real-Time / Historical  Web-Chat Reports  Agent Email Routing  Wallboard Server(s) – Enterprise Database – WFO components  Script Data-Dipping  Inc. All rights reserved. Silent Monitoring  Agent Desktop Integration BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 46 . Platform Selection . Unified CCX is Virtual Server Only Physical Server deployments are not supported Cisco UC  Choose to deploy on Cisco’s UCS or on Selected 3rd Party platforms  Tested Reference Configurations and supported select 3rd party servers are provided on: http://docwiki.com/wiki/UC_Virtualization_Supported_Hardware Specs-based Support Policy  Resource reservation enabled for UCCX Profiles All of UCS Select 3rd-Party BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 48 .cisco. All rights reserved.Virtual Server Requirements Component vCPU vRam vDisk vNIC 100 agents OVA 2 8 GB 1 x 146 GB 1 300 agents OVA 2 8 GB 2 x 146 GB 1 400 agents OVA 4 16 GB 2 x 146 GB 1 1 x 40 GB WFM 2 8 GB 1 1 x 146 GB 1 x 40 GB QM Base Server 4 4 GB 1 1 x 146 GB QM Recording 1 x 40 GB 4 4 GB 1 Server 1 x 146 GB UCS or 3rd-party specs-based on Intel Xenon BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 49 . UCCX Integration . Application Integration BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 51 . All rights reserved. Cisco Finesse – Work Flow Methods Work Flows follow an Event / Rule behaviour EVENT ACTION Telephony or 1:N RULE N:M Executes Actions ACD Event Evaluates Rule or Integrations • When a Call Arrives • Calling Number is / is not • Browser Screen-Pop • When a Call Ends • Variable is / is not • REST API Action (UCCX or • When Making a Call 3rd Party) • When previewing an Outbound Call BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 52 . Cisco Finesse Example Use Cases Agent receives a screen when a Business Logic in the workflow call is delivered determines if the caller should get a post call survey from the Agent Request API Browser- based CRM Wrap-Up data is automatically written to a DB or CRM when the call ends Agent Request API BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 53 . Scripting . All rights reserved.Scripting The critical element in a successful deployment  Scripting is the critical element that completes the solution  It represents the business process through the Contact Centre infrastructure  Scripts should emulate the workflow defined by the business  Designers should look to create scripts that: – Allow for levels of Customer re-configuration (appropriate use of variables) – Allow for the correct recording of information for business reporting  Scripts can be developed ‘in the lab’ and deployed across Customers  Deployment engineers can make use of template scripts to speed deployment BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 55 . cisco. UCCX Sample Script Repository  Downloadable Sample Script Repository  Range of Basic to Advance Scripts available  Documented Features list and Code explanations  Take the sample Code base and customise to fit your requirements  Scripts updated for new UCCX features and include: – Call Back in Queue – Web Call Back – Database Dipping – Etc. Cisco Public 56 .zip BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Download Repository http://www.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guid e/script_repository_902. UCCX Deployment. Considerations and Best Practice . x is a Virtual Only. All rights reserved.Before You Deploy UCCX  UCCX 10.) – Customer Scripts or Sample Scripts for testing  The associated CUCM/BE6K Server and account information is available  The associated DNS servers forward/reverse lookup information is present  An appropriate License Key (Demonstration License included) BRKUCC-2059 © 2015 Cisco and/or its affiliates. Account Information etc. always install the primary node first  Ensure the following items are available – based on the Solution Design: – Supported hardware and Hypervisor – Installation/Upgrade Media and OVA templates – Installation information (IP Address. Cisco Public 58 . Linux-based Appliance  In an HA Deployment. Nodal Installation/ Configuration Information  DNS Enable  MTU Size  DNS Primary/Secondary  NIC Duplex  Domain  NIC Speed  Gateway Address  NTP Server  Hostname  SMTP Location  IP Address and Mask  Time Zone BRKUCC-2059 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Public 59 . Licensing . Cisco Public 61 .html BRKUCC-2059 © 2015 Cisco and/or its affiliates.cisco. Licensing UCCX  Licenses are Node Locked  Based on the Nodes “License” MAC not Physical MAC  License MAC is derived from Node information which includes (amongst other things): – IP Address – Hostname – NTP Server  License MAC can be obtained before or after installation – Before Installation – Use the Answer File Generator – After Installation – Run the CLI command “Show Status” http://www. All rights reserved.com/web/cuc_afg/index. com  A 25 seat premium demo license.Licensing Process Determine Register Upload License Product License to MAC Activation UCCX Key (PAK)  Re-host a License – Raise a Case through licensing@cisco. All rights reserved. is included on the Installation. BRKUCC-2059 © 2015 Cisco and/or its affiliates. Cisco Public 62 . which is valid for 60 days and includes all the features. Summary . All rights reserved.6 –  Completed Design Templates  Finesse  Site/Solution information  Email  Correct Media & Licenses  Outbound  Pre-built sample / customised Scripts  Jabber Guest  Design Considerations -  Solution Matched to Business Requirements – AKA Scripting  Deployment Types  Solution Sizing  Bandwidth Calculations  Tools BRKUCC-2059 © 2015 Cisco and/or its affiliates.5/10.  Deployment Considerations –  UCCX All-in-one Solution – Accelerate Deployments using:  Virtual servers  What’s New in UCCX 10. Cisco Public 64 .Summary  The Collaboration Portfolio . Links . com/en/US/partner/products/ps11324/pr CCX od_white_papers_list.cisco.x Data Sheets  UCCX Solution Sizing Tool – http://www.com/cucst/ collaboration/unified-contact-center-express/datasheet- listing. All rights reserved. culator/guide/Finesse_Bandwidth_Calculator_for_Unified collaboration/unified-contact-center-express/products-release- notes-list.html  Agent Desktop Bandwidth Calculators  Release Notes for UCCX 10.html  Design/Deployment/User Guides – http://www.cisco.com/c/en/us/products/customer.cisco.com/en/US/products/sw/custcosw/ps1846/tsd _products_support_series_home.0 – Finesse:http://www.zip BRKUCC-2059 © 2015 Cisco and/or its affiliates.Key URL’s  UCCX 10.html _Contact_Center_Express.com/c/en/us/support/customer.cisco.ipv6.com/wiki/Compatibility_Matrix_for_Unified_ – http://www. – http://tools. Cisco Public 66 .xlsx  UCCX Compatibility Matrix  Finesse Whitepapers – http://docwiki.com/en/US/docs/voice_ip_ comm/cust_contact/contact_center/finesse/bandwidth_cal – http://www.cisco.cisco.html  Sample Script Repository – http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contac t/contact_center/crs/express_9_02/design/guide/script_reposit ory_902.cisco. Q&A . Cisco Public .com/clmelbourne2015 • Visit any Cisco Live Internet Station located throughout the venue Learn online with Cisco Live! Visit us online after the conference for full T-Shirts can be collected in the World of Solutions access to session videos and on Friday 20 March 12:00pm . • Directly from your mobile device on the Cisco Live Mobile App • By visiting the Cisco Live Mobile Site http://showcase.com BRKUCC-2059 © 2015 Cisco and/or its affiliates.2:00pm presentations.genie-connect.Complete Your Online Session Evaluation Give us your feedback and receive a Cisco Live 2015 T-Shirt! Complete your Overall Event Survey and 5 Session Evaluations. All rights reserved. www.CiscoLiveAPAC. Upgrade Paths to Version 10.5 . 0(1) SU1 10.x .5(1) SU4.x.Upgrade to UCCX 10.5(1) Upgrade Indirect 8.5(1) SU4.0(2) SU4 8. 10. 6. 9.0 (2) SU1 Fresh 3.5(1) Upgrade 9. All rights reserved.0(2) SR3 8.5(1) Install BRKUCC-2059 © 2015 Cisco and/or its affiliates.5(1) Upgrade 7.0(2) ES3 9.x 10. 4. 10. 10.5 Direct 8. Cisco Public 70 .5(1) SU4.0 (2) SU1 Indirect 5.0(2) SU2. .Thank you.