СовременныеЦентрыОбработкиВызовов ... · new in ipcc express...
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1© 2005 Cisco Systems, Inc. All rights reserved.CCT-101211103_05_2005_c2
Современные Центры Обработки Вызовов.Новые возможности IPCC EXPRESS EDITION 4.0
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New in IPCC Express Edition 4.0Summary
• New cluster based architecture• Optional high availability with automatic fail-over• Maximum agent size increased to 300• IPCC Gateway PG Support for IPCC Express via ICM
integration into Cisco Customer Interaction Network• New ACD features• New Cisco IP Phone and IP Communicator support• New Cisco Agent and Supervisor Desktop features• New Cisco IP Phone Agent Enhanced• New and enhanced historical reports• New Automatic Speech Recognition (ASR) and Text-to-
Speech (TTS) vendor support
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New Cluster Architecture with High Availability
Router/GW
Active CRS Server (ACD, IVR, CTI)
(Optional)Standby CRS Server (ACD, IVR, CTI)
Cisco CallManagerCluster
SupervisorStations
AgentStations
Switch
PSTN
AVVIDWAN
1Site 2
Site 5
.
.
.
Note: 4.0 Eliminates Requirement for Site-Based Record/Monitor Servers for CAD and CSD; IP Phone Agents Will Continue to Require Site-Based Record/Monitor Servers
(Optional) Site-Based Recording/Monitoring Server(s)
21
2
(Optional) Primary Database Server
(Optional) Standby (Replicated)Database Server
(Optional) End Point Recording/Monitoring Server(s)
(Optional) ASR/TTS Servers (From ASR/TTS Vendor(s))
1 2 1
2
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Supported Non-HA and HA Deployment Models for IPCCX Servers and Database Servers
Single IPwith Embedded DB
Single IPCCXwith Expansion DB
Active and Standby IPCCXBoth with Embedded DB
Active and Standby IPCCX with Active and Standby
Expansion DB
No High Availability High Availability
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High Availability (HA) in 4.01
• Provision for active and standby servers for:
IPCC Express (IPCCX) services (ACD, IVR, CTI)
Agent and supervisor desktop services
ACD and IVR historical reporting database
• Automatic real-time synchronization of administrative changes to IPCCX active server with IPCCX standby server
• Automatic detection of IPCCX and/or database active server(s) failure and automatic fail-over to standby server(s)
• High availability standby servers for both IPCCX and database are additional cost options
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High Availability in 4.02
• All ACD, CTI, IVR and database services automatically recover within five seconds
New calls will be accepted, call treatment, routing, and desktop services are availableThere are additional delays for replicated database failover when database is deployed on an IPCCX expansion server
• Calls in queue and data associated with calls in queue are not preserved on failover
• All agents and supervisors automatically re-logged on with agent state set to “Not Ready”
Agents must manually set their desired state (e.g. “Ready”)
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Database Failover
• Automatic database fail-over when optional standby database server deployed
• Two database fail-over scenarios supported:
MS SQL 2K server co-resident on IPCCX server—when the standby IPCCX server recovers from a primary IPCCX server failure, the standby IPCCX’sco-resident MS SQL 2K server database fails-over with itMS SQL 2K Server on IPCCX expansion server—when the primary MS SQL server fails the optional standby MS SQL 2K server recovers
• Both fail-over scenarios use Microsoft database replication technologies
• Historical reporting clients will automatically use the active or standby database as appropriate
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IPCC Express Integration with ICM
• IPCC Express now integrates with ICM and IPCC Enterprise deployments
• Allows participation by IPCC Express in Cisco’s Customer Interaction Network
• Multiple new deployment models for heterogeneous ICM/IPCC Enterprise/ICM deployments
• New IPCC Express only deployment modelsDeploy multiple IPCC Express systems for greater scalability but with centralized management and reporting in both centralized or distributed call deployment models
Optionally separate ACD and IVR functionality in single site or across multiple sites
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ICM Deployment Options: IPCC Gateway
This New ICM 7.0 Feature Allows Multiple Child Nodal IPCC Express or Enterprise Systems Connect to a Parent ICM for Enterprise-Wide Routing and Reporting—While Still Controlling Its Own ICM Peripherals
TDMACD
TDM Agents
ACDPG
IPCC Gateway
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ICM to IPCC Integration Components
Cisco ICM Enterprise 7.0
IP-IVR
Cisco IPCC Enterprise 7.0PG
PGCore
CMPIM
VRUPIM
CTISvr
Cisco IPCC Express 4.0
IPCCExpress
4.0
CTI
Svr
PG
PIM
PGCore
AC
MI
PG
PIMPG
Core
IPCCSystem PG
IPCC PG
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ICM to IPCC Deployment Models and Call Flows
IP-IVR
Cisco IPCC Enterprise 7.0PG
PGCore
CMPIM
VRUPIM
CTISvr
IP-IVR
Cisco IPCC Express 4.0
IPCCExpress
4.0
CTI
Svr
PG
PIM
PGCore
AC
MI
PG
PGCore
ICM Selects Destination Based on LAA/MED
Destination = Skill Group (Not Agent)
Call Is Translation Routed to Target With Call Context Data
IPCC Optionally Queues Calls
Locally and Selects Agent
Transfers (Post-Routing) Are Possible Between
All Peripherals Connected to ICM
with Call Data
ICM Optionally Queues Calls Locally On ISN or
Third-Party VRU
ICM Supports Additional TDMACDs or Cisco CallManagers
(Not Both!)
ACD
PIM
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IPCCExpress
4.0
Cisco ICM Enterprise 7.0
Deploying IPCC Express with Separate IP IVR Under ICM Control
Cisco IP IVR 4.0Cisco IPCC Express 4.0
CTI
Svr
PG
PIM
PGCore
PG
VRUPIM
PGCore
IPCC PGIPCC
System PG
IP IVR 4.0
GED
-125
AC
MI
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ICM to IPCC Integration Reporting
• ICM reportingUse ICM templates to report on integrated IPCC systems
If this ICM is an IPCC as well, also use IPCC templates
• IPCC Enterprise reportingUse normal IPCC templates
• IPCC Express reportingUse normal IPCC Express reporting
ICM PG
ICM PG
ICM PG
VV
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ICM Deployment Options: IPCC Gateway
• IPCC Gateway allows customers to choose to replace older TDM ACDs with IPCC, while still maintaining the existing ICM parent scripting models and enterprise design
The parent ICM can send calls to agents on child IPCC systems—directly or with translation routes for call context and cradle-to-grave reporting in the parent ICM
The child IPCC can “post-route” calls to another child IPCC or to the parent ICM agents with the standard post-routing interface like any other ICM-supported ACD
• The child IPCC is a nodal ACD—allowing for local control of the skill groups, agents and local call processing within the site—just like a traditional site-based ACD with full integration to ICM for enterprise-wide routing and reporting
IPCC Gateway
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ACD Enhancements
• Scalability to 300 agentsOnly on new servers available (e.g. MCS-7845-H1-CC1)Agent deployments greater than 150 agents must have average call handle times greater than two minutes
• IPCC Gateway PGCustomer Interaction Network integration for IPCC Express and IPCC Enterprise ACDs with ICM
• Agent-based routingAgent-based queuing not supported in 4.0
• Auto-Exit from Wrap-Up = Wrap Up Timer• Skill based routing enhancements• Support for IP Communicator
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Remote Monitor
• Supervisors associated with one IPCC Express ACD may silent monitor agents associated with a different IPCC Express ACD
An IVR session sets up the monitor session
• A historical report page will be introduced to show a chronological list of monitoring sessions with:
Date, start time, user Id, original monitoring party, monitored parties, monitor duration, monitor status
• Support for up to 32 simultaneous remote monitoring sessions
Note that CSD based monitoring and recording, and remote monitoring, all count against the overall maximum simultaneous monitoring/recording sessions
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MSDE or MS SQL 2K
Cisco IPCC Express: Reporting Overview
Historical Report DB Server
Real-Time Agent Monitoring GridsSUPERVISOR
DESKTOP
CRS ADMINISTRATION
TOOL
• Monitoring IPCC Express System Activity
• Historical Reports
Database Server (Co-Resident or Separate Expansion Server)
Dedicated Historical Report DB Server for Scalability
Auto-Synchronization upon Failure
IPCC Express Server(s)
MSDE or MS SQL 2K
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Viewing Historical Reports
Report Task to Perform:
• View• Schedule• Load Settings
Report Description
Set This Option, to Generate Charts with Report Data
Reset for Report Selections Done by User
This Will Be View or Schedule Based on the “Reporting Task” Above
Range of Report Data to Obtain from Historical Database
Report Templates to Choose One for Viewing/Scheduling
Save Report Settings
Query in Progress Indicator
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Viewing Historical Reports: Detailed Options
Parameter to Filter Some Report Data Based on Its Values
Possible Options for the Selected Report Parameter (Agent Names) to Choose From Some Reports Allow
the User to Specify the Operation to Be Done on the Parameters Values Selected (Ex: OR, AND)
This Will Be View or Schedule Based on the “Reporting Task” Above
Selected Filter Parameter Values (Report Will Only Contain Agents Specified)
Field Used toSort Resulting Data Report
Report Task to Perform:
• View
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Feature-Rich and User-Friendly UI with Multiple Report Generation, Viewing, and Data Output Options
• Multiple report generation optionsSummary, detail, preferred interval
Graphical and tabular
• Multiple report viewing optionsSorting
Filtering
Searching
Scaling
• Multiple report output optionsScheduled reports for printing or saving
Export report data to PDF, RTF, Excel, or CSV for further data manipulation or sharing
IPCC Express EditionHistorical Reporting Examples
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IPCC Express Provides Comprehensive Decision-Making Information for Supervisors
IVR Call Volumes, Peak Calls, and Call DurationsIVR Traffic Analysis ReportCall By Call Detail of Caller Experience in the IVRIVR Detail Report
CSQ to Agent Call Summary/Detail Mapping and RNACSQ—Agent Summary ReportCSQ SLs Detail by Call PriorityCSQ SL Priority ReportsCSQ Call Count Detail by Call PriorityCSQ Priority Summary ReportsCalls Handled/Abandoned by Chosen Time IntervalsCSQ Call Distribution Summary
Multiple View of SLs by (CSQ and Interval) and ASA, Max Queue Times, Avg. Handle Time, Avg. Time to Abandon etc.
CSQ Activity Report(s)Call Counts, Queue Times, Abandon Times, and SLCommon Skill CSQ Activity ReportMeasure CSQ
(A.K.A Skill Group) Performance
Call Counts and Avg. Call Duration by Dialed No.Call Number SummaryAgent Input Call VariablesCall Custom VariablesOther
IVR Call Counts (Presented, Handled, Abandoned) and IVR Call Duration Time
IVR Application Performance AnalysisMeasure IVR Application Performance
Login On and State Times (Detail/Summary/Interval)Agent StateCall Counts and Avg./Max. State TimesAgent Summary
Call by Call Agent Activity DetailAgent Detail ReportAgent Login/Logout Times, Duration, and Reason CodesAgent Login/Logout Activity
Agent Call Counts and State TimesAgent Call SummaryMeasure Agent Performance
Agent Reason Codes and DurationsAgent Not Ready Reason Code Summary
Abandon Call Counts and Times DetailsAbandon Call Detail ActivityMeasure Customer Experience
Dropped Call DetailsAborted/Rejected Call Detail Call Counts (Handled, Presented, Abandons) and Avg. Times (ASA, Avg. Abandon Time)
App. Summary/Performance Analysis
Examples of Key StatisticsReport Type(s)Operational Matrix
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Example: Managing Agents
• Monitor Agent Login and Logout Activities and Associated Reason Codes
• Useful in Understanding Whether Agents Are Adhering to Their Established Shift Schedules and Reasons for Logging Out
• Used to Closely Review Agent Activity (Such as Call Duration, Talk, Hold, Work Time) Associated with Each Individual Call Presented to the Agent
• It Provides Call Counts (I.E. Handled and Presented) and Associated Durations (I.E. Handle/Talk/Work/ Hold/Idle Time) for Each Selected Agent
• It Provides Inbound, Outbound, Transfer, and Conference Call Counts and Associated Durations for Each Selected Agent
• Standard Inbound/Outbound Report
Use Case
Agent Login Logout Report (D) (G)
Login and Logout Activity
Agent Detail (D)(G)
Agent Activity on Individual Calls
Agent Summary Report (G) (E)
Agent Call Summary (G)
Agent Performance Through Calls Counts and Durations
ReportInformation
KEYNew Report Targeted For R4
(G) Graphical Option(E) Extremes Option(D) Detailed Report(I) Interval Option (30 Min and 60 Min)
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New Historical Reports3.5 vs. 4.0: Many Changes in Historical Reporting
• 11 new reports• Six reports with enhanced data• Two reports are obsolete:
Obsolete “Skill Routing Activity Report”This content is now a a subset of the CSQ Activity ReportObsolete “CSQ Service Level Report”This content is now distributed to CSQ Service Level Priority Summary Report, CSQ Activity Report, and CSQ Call Distribution Summary Report
• The following reports previously only available in the IP IVR product are now available in the IPCC Express product:
Traffic Analysis ReportApplication Performance Analysis Report
• The Detailed Call by Call CCDR Report has been added to the IP IVR product
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CAD Agent Enhancements
ACDStates
TaskButtons
MakeCall
Chat
Reports
Show/HideContact
Management
Help/About
Preferences
Team PerformanceMessageVoice Calls
Enterprise Data
Das
hboa
rdC
onta
ctM
anag
emen
t
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IP Phone Agent Enhancements
• Standard IP Phone Agent (IPPA)Call status for IPPA appear for supervisor
Agent state for IPPA appear for supervisor
Statistics for IPPA appear in the team statistics report
Skill statistics home page
• New enhanced IPPAAll standard IPPA Features
Supervisor barge-in and intercept
Agent initiated recording
Skill Statistics Home Page
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Other Enhancements
• Cisco supervisor desktopEnhanced state information Agent logs to be accessible by supervisorCombine agent statistics into an agent team statistics report
• ChatAgent chat not limited to conferences Recipient phone state infoChat to use IM GUI/conventions
• Support for Cisco IP Phone 7970
• Support for Cisco IP Communicator
Support removed for CAD Media Termination and Cisco IP Softphone
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Monitoring EnhancementDesktop Monitoring
• Agent PCs connected through IP phone switch on the back of 7940 or 7960
• IP phone switch repeats RTP packets to PC
• When supervisor monitors agent, message is sent to desktop app to forward RTP packets to supervisor
• Supervisor uses PC soundcard to monitor agent’s conversation
Network Switches
Agent 1 Agent 2
Supervisor
Desktop Monitoring Does Not Restrict the Agents to a Specific Network Topology
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New ASR/TTS Model
• Cisco no longer OEMs Nuance ASR or TTS for IPCC Express or IP IVR*
Instead, IPCC Express and IP IVR support the MRCP protocol
• In 4.0, we have tested and certified both and ASR and TTS
Customers may configure and deploy as many ASR or TTS servers as desired
ASR/TTS services will fail-over with the standby server
Failure of individual ASR/TTS servers will result in loss of ASR/TTS capacity
• Support for VXML 2.0
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ASR/TTS: New Sales, Upgrades and Support
• New salesAccount teams must engage with ASR/TTS vendor
Partners need to receive ASR/TTS training from vendors
• UpgradesCustomers will be provided a “certificate”to obtain ASR/TTS licenses from Nuance
Nuance will have a list of all eligible users
• SupportNuance will provide direct support and future sales
including upgrades for previously purchased Cisco OEMed Nuance ASR and/or TTS server software and ports
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General Platform Enhancements
• Automatic configuration of CCM devices and users for JTAPI users, CTI ports and route points
• NT authentication support for database access
• Ability to configure trace and view traces on all machines in the cluster
• Option to remove a server or deactivate a server from a cluster
• Grammar management and document management
Bulk-upload for prompt, grammar and document files (ZIP-archive)
• Real-time reporting will be enhanced to show a cluster view and rejected/aborted call statistics
• Editor enhancements for clustering support, JDK 1.4, expression editor
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New Administration GUI Displays
• Administration of active and standby IPCCX and database servers and all expansion servers (e.g. recording/monitor server)
• Server states (running/stopped) with an option to restart one particular server or all servers in the cluster
• Feature and server services (running/stopped)
• Cluster licensing information• State of all IPCCX related
process and sub-process including the ability to stop and start these services
• Server hardware type
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Installation
• Brand new installer for 4.0 uses Microsoft Installer (MSI) technology
• Improved end user experience with MSI technology through standard Microsoft Windows style installation wizard
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Localization
• Default system provided IVR prompts localized for the same set of languages as are supported in 3.5
Available in first release: 4.0(1)
• Agent and supervisor desktop localizations will be provided for the same set of languages as were supported in release 3.5
• ASR and TTS localizations are vendor specific
Consult Nuance and ScanSoft for supported localizations for ASR and TTS
• Administration localization continues to be English only
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IPCC Express Versions as of 4.0
• IPCC Express is a key part of the set of Cisco IP Communications solutions
• A version X of Cisco CallManager will always have an IPCC Express version Y that is compatible with it
• When version X of Cisco CallManager goes EOL the corresponding version Y of IPCC Express will also go EOL
WHY MULTIPLE VERSIONS?
* Cisco CallManager 3.1 Is No Longer Orderable—ICD 2.2(X) Has Entered EOL
Cisco CallManager VersionIPCC Express Version 4.14.03.33.23.1*
4.0
3.5
3.1
3.0
2.2
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Recommended Reading
• Continue your Networkerslearning experience with further reading for this session from Cisco Press
• Check the Recommended Reading flyer for suggested books
Available Onsite at the Cisco Company Store
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