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Designing and Deploying Cisco Contact Centre Express BRKUCC-2059
Chris West
Systems Engineer
The Fire-hose Rodeo
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Agenda
4
What is Customer Collaboration?
Cisco’s Unified Contact Centre Express (UCCX) Product Overview
What’s New in UCCX? – Version 10.0 Features
Design Considerations and Best Practices
Deployment Considerations and Best Practices
Questions and Answers
What is Customer Collaboration?
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Traditional Contact Centre Channels
6
Mail Phone E-mail Fax Branch
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Customers want to be taken care of…. At any time, in any location and on any device
7
Video Chat Web SMS Kiosk
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Multi-Channel Contact Centres
Source: Deloitte 2013 Global Contact Centre Survey
0
10
20
30
40
50
60
70
80
90
Channel Types
Channel Types
8
• 85% of Contact Centre’s 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 the believe customer experience is a competitive differentiator,
• 42 % offer Social Media
• 34% offer voice self service
• 30 % offer web collaboration
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco’s Collaboration Portfolio
9
Unified
Communications
TelePresence Collaboration Applications
Customer
Collaboration
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Customer Collaboration: Portfolio Coverage
10
Target Markets:
SMB/Mid-Market
Enterprise
Service Provider
Cisco Unified Customer Collaboration Solutions
SELF SERVICE CORE CONTACT CENTRE AS A SERVICE
Cisco
Unified
Customer
Voice Portal
Cisco Unified Contact Centre
Express/IP IVR
Cisco
Packaged
CCE
Hosted
Collaboration
Solution for
Contact
Centre
Cisco
Unified
Contact
Centre
Enterprise
Cisco’s Unified Contact Centre Express (UCCX) Product Overview
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Contact Centre Express All in One Solution
12
Options Workforce
Management
Quality
Monitoring High Availability Outbound IVR
All in One Solution Easy to Deploy
Easy to Use Robust and Proven
Agent Desktop Application Finesse Cisco Agent Desktop
Application Platform
Unified Communications Manager
Business Edition 6000
Contact Centre Express
Voice
IVR
CTI
Reporting (CUIC)
Web Chat
new
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Express vs Native Call Queuing
Scale – Multiple Agents/Queues, Maximum 100 Calls per Queue
Deployment – CUCM Option
Location – Multi, Central Queue
License – Unified CUCM User
ACD Functions – Basic.
– Queuing & Prompting (2 Prompts) with MOH
CC Additions:
– Outbound - None
– Multi-Channel – None
– Options (WFO, CRM Integration etc) - None
Scale – 400 Agents
Deployment – Single Box/Installer
Location - Multi-Site, Central IVR
License – Concurrent Agent
ACD Functions – Full.
– SBR, Prompt & Collect, Reporting, Monitoring, Agent/Supervisor Desktop
CC Additions:
– Outbound – Integrated Preview
– Multi-Channel – Integrated Email & Chat
– Options (WFO, CRM Integration etc) - Yes
13
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
UCCX Package Options
14
Standard Enhanced
• IP Phone Agent
• ACD
• Reporting
• Reason Codes
• Cisco Agent Desktop /
Finesse
• IVR (Basic)
• Workflow
• Agent Chat
• Wrap Up Codes
• Real Time Reports
• High Availability
• Minimum New order of 10 seats is required
• Cannot mix package options
Premium
• IVR (Advanced)
• Outbound (Preview)
• Agent Email
• Integrated Browser
• Database Integration
• Java Integration
• SocialMiner (Agents)
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Licensing
Inbound voice user licenses
Non-High Availability (HA) Active server software license (these are auto-included with new seat orders)
HA Standby server software licenses
Outbound IVR port licenses
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
15
• Cannot breath-out, Fixed login count
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco SocialMiner with UCCX Social Media Engagement
16
1. Capture
2. Analyse & Prioritise
3. Communication Workflow
4. Assign & Engage Customer
Airline lost my luggage!
Cisco
SocialMiner
Customer Care Agent 5. Continuous Refined Search
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Workforce Optimisation (WFO)
17
Call / Screen Recording
Quality Management
Workforce Planning
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Recording Options
18
Compliance
Recording
(CR)
Quality
Management
(QM)
Advanced Quality
Management
(AQM)
• 100% or on-demand
voice recording
• Powerful search utility
– pinpoint precision
• Playback with speech
energy bar
• Export (WAV and
WMA)
• Encryption of stored
and transferred
recordings
• Configurable reports
CR+
• Record based on
workflow - business
rules
• Flexible evaluation
forms and templates
• Dashboards and
alerts
• Energy analytics –
talk over and silence
QM+
• Multi-screen recording
• All-in-one playback of
voice, screen and
evaluation window
What’s New in UCCX? – Version 10.0 features
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Finesse The New Agent Experience
20
Out of the box feature-rich desktop – Reduced TCO – Thin client opportunities – Extend to other OS – Integrate 3rd party browser-based
apps without development
Customise the Desktop
– Changing out of the box gadgets – Adding 3rd party gadgets,
integrating into CRM apps – Using the Finesse Web API
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Live Data with Cisco Unified Intelligence Centre
21
Single presentation layer for real-time and historical reporting
Lightweight access to reporting
– Browser-based reporting
– Finesse gadgets for agents and supervisors
– Permalinks
Significant refresh rate improvements
• Voice queue statistics
• Team state statistics
Flexible report presentation
• Update, sort & filter columns in context
• Show only threshold violated data
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Live Data Reports and Finesse Gadgets
22
Reports for supervisor Team State
Team Summary
CSQ Summary
CSQ Detail
For Agent Agent State Log
Agent Statistics
Agent CSQ statistics
Agent team summary
New capabilities Short duration views
Service level
Threshold
22
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public 23
Generic REST API Call from CCX Scripts
‘Make REST Call’ Step
– Make a REST API request from CCX script
– Supports GET, POST, PUT, DELETE
– HTTP/S supported
Benefit
– Enables CCX scripts to leverage web services via RESTful mechanism
Examples
– Scheduled Call Back
– Queue level competency requirement changes to manage sudden call volumes
– Getting data from external portals
Schedule Callback?
•Find out if the customer wants a call back
Find Suitable Time
•Use IVR prompts to get the time of call back.
Schedule Callback
•Use the REST Call step to inject the contact into a running campaign.
Scheduled Call Back from IVR
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Home Agent with Extend and Connect
24
‘Extend and Connect’ for home agent
– Use remote device like PSTN, mobile, or 3rd party PBX phone
– All Call Control operations
– Persistent Connection (nailed up) call
– Basic Supervisor functions
Requisites & caveats
– Requires VPN
– Requires Jabber Windows Client in Extend mode
– Recording with MediaSense and Finesse only
– No silent monitoring
Benefits - Enables CCX Agents to
– Make use of their PSTN, Mobile or any 3rd party PBX phones as Agent device
– Better audio quality
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
E.164 Support
25
Agent Desktop – Finesse Only
– Agent extension with E.164
– Display of Incoming call
– Phonebook & keypad with E.164 support
Configuration
– Route point support E.164
– Configuration API for Route Point support E.164
Reporting
– E164 support within DB schema, Intelligence Centre
Script Editor
– E164 support for Call control steps
Outbound, WFO, CTI ports in roadmap
Workforce Optimisation 10.0
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Unified Workforce Optimisation 10.0
27
• User level localisation selection via the user’s login page.
• IE9 Support (QM and WFM )
• Scheduled report execution and email delivery option
Platform Changes
• A real time recording status application for Managers to view Agent and knowledge worker recording status
• Notification classification system enabling better filtering of MANA alerts.
• Support for multiple recording storage locations enable local recording storage in distributed environments
Quality Management
• Configurable Adherence rules with optional support for Reason codes
• Configurable Schedule retention time
• WFM Historical Collection at 15 minutes interval
• Configurable Schedule Editing Privileges Configurable by teams in main page
Workforce Management
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Unified Workforce Optimisation 10.0
28
QM-Distributed Recording Storage
28
Configure multiple locations by teams, allowing recording storage to be co-located with agents
Reduces the amount of WAN traffic and maintains local control of recordings
Adds local Media Server to manage local storage
All application playback is from local media server
Recording Metadata for search still centralised in SQL database for unified application search across organisation
UCCX Design Considerations and Best Practices
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Before any design is created….. What should I be asking?
30
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 the exit criteria for the completion of the deployment?
What are the business and operational milestone dates for system acceptance and full production?
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public 31
Solution Components
Voice Gateway (VG)
– SIP, MGCP or H.323 voice gateway
– 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
VVVV
Deployment Scenarios
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Single Site Deployment Deployment Models
33
All agents and supervisors are in the same location
Single node Unified CCX with no redundancy
Two nodes Unified CCX for HA with server redundancy
Bandwidth consideration: None
PSTN
Unified CCX
Unified CM Cluster
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Remote Branch Agent Deployment Models
34
May require transcoding between sites
Bandwidth considerations:
– Agent Desktop Call Control/Agent State events
– Historical and Real-Time CUIC Reports
– Workforce Optimisation
PSTN
Unified CCX
Unified CM
Cluster
IP WAN
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
High Availability over the WAN Deployment Models
35
Provides DR capabilities through Site Redundancy
Latency: 80ms RTT between UCCX nodes (same as CUCM CoW requirement)
HA over Wan Bandwidth Requirements
Unified CM Cluster
Unified CCX Cluster
IP WAN
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
WebChat – Customer Hosted Website Deployment Models
36
Website Hosted Internally
No Proxy Required
SocialMiner Node Deployed in DMZ
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
WebChat – Externally Hosted Website Deployment Models
37
Website Hosted Externally
Proxy Server (Optional)
SocialMiner Node Deployed in DMZ
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Call Recording Deployment Models
38
Recording Methods:
– Desktop
– Network-Based
– Server-Based (SPAN)
High Availability
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
High Availability over the WAN Designed to provide Disaster Recovery Protection
40
Active and Secondary servers are geographically deployed in separate Data Centres
1 ms heartbeats and 10 missed heartbeats initiates failover
3 Key WAN based failover scenarios are detected and recovered from
–Active server or services in primary data centre fail
–The entire data centre containing the Master fails
–The WAN link between the two data centres becomes unavailable (island mode)
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Unified CCX Engine Failover High Availability
41
M
M
S
S S DC1 DC2
WAN
Branch
M
Pub Sub1 Sub2
M S
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Data Centre Failure High Availability
42
M
M M
M S DC1 DC2
WAN
Branch
Pub Sub1 Sub2
S
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
WAN Link Failure – Island Mode High Availability
43
M S
DC1 DC2
Pub Sub 1 Sub 2
M WAN
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Island Mode Recovery Automatic Master Re-election
44
DC1 DC2
Pub Sub 1 Sub 2
Preferred
Master M M WAN ? S
Branch
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Agent Failover in Island Mode High Availability
45
DC1 DC2
WAN
Branch
M M
Agent Extension
OOS
S
Pub Sub1 Sub2
Agent Extension In
Service
Agent Desktop shows ‘NOT
READY’
Solution Sizing
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public 47
UCCX Capacities and Limits
UCS – XL Profile -> 4 CPU Core + 16 Gig memory
400 Maximum logged in agents or inbound IVR Ports
6000 Maximum BHCC
42 Maximum Supervisors
100 Preview Outbound Agents
150 Outbound IVR ports
120 Agent Email
50 Web Chat
150 Queues
150 Skills
50 Skills per Agent
50 Skills per Queue
25 Queues per Agent
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public 48
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.com/cucst/
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Primary Bandwidth Considerations
49
Signalling and Call Control
– IP Phone / Gateway
– Agent Desktop
Voice Codec
Supervisory Monitoring
HAoWAN
DC-1
Unified CCX
DC-2 PSTN
IP WAN
Unified CM M
S
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Bandwidth Calculators
50
Bandwidth Calculators available for:
– Finesse Desktop
– Cisco Agent Desktop
Provides Client to Server Bandwidth requirements
Linked from UCCX SRND/Design Documents
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
High Availability over WAN (HAoWAN) Bandwidth
51
Delay: Maximum round-trip time = 80 ms
Minimal Bandwidth requirement:
Cisco Unified CCX Cluster Cisco Unified CM Cluster
Deployment Type
Between Unified UCCX server
Between Unified CCX and Remote
Unified CM Servers
Database ICSS
ACD 1.2 Mbps 800 kbps 1.544 Mbps (T1) 70 kbps per 100
BHCA
IP-IVR 1.2 Mbps 200 kbps 1.544 Mbps (T1) 25 kbps per 100
BHCA
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Additional Bandwidth Requirements
52
You may need to account for Additional Bandwidth for the following optional components:
– SMTP Server Agent Email Routing
– SocialMiner Server Web-Chat
– WFO
– Reporting CUIC Real-Time / Historical
Reports
Wallboard Server(s)
– Enterprise Database Script Data-Dipping
Agent Desktop Integration
Platform Selection
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Unified CCX is now Virtual Server Only Physical Server Deployments are not supported
54
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.cisco.com/wiki/Specification-Based_Hardware_Support#Servers
Resource reservation enabled for UCCX Profiles
Cisco UC
Specs-based
Support Policy
Select 3rd-Party All of UCS
Capacity (agents) VM vCPU
Cores VM RAM VM vDisk VM vNICs
CPU
Reservation
100 2 8 GB 1 x 146 GB 1 Yes
300 2 8 GB 2 x 146 GB 1 Yes
400 4 16 GB 2 x 146 GB 1 Yes
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Business Edition 6000 With UCCX
55
Integrated single server solution for 100-1000 users
Can Include:
– Voice
– Unified Messaging
– Mobility
– Presence
– Contact Centre
– Video Capabilities
UCS C Series Server
Contact Centre Express
Unity Connection
Presence
Communications Manager
UCCX Deployment on the BE6K limits maximum logged in agents to 100
UCCX Integration
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Application Integration
57
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Agent Desktop – Work Flow Methods Work Flows follow an Event / Rule / Action behavior
58
• Ringing • Answered • Dropped • Not Ready / Ready
• Calling Number is / is not • Variable is / is not
• Submit HTTP request • launch .exe and pass value • Deliver IPC Message • Execute macro
EVENT Telephony or ACD Event
1:N N:M ACTION Executes Actions
or Integrations
RULE Evaluates Rule
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Agent Desktop Screen-Pop Example
59
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Finesse – Work Flow Methods Work Flows Follow an Event / Rule / Action Behaviour
60
• When a Call Arrives • When a Call Ends • When Making a Call • When previewing an
Outbound Call
• Calling Number is / is not • Variable is / is not
• Browser Screen-Pop • REST API Action (UCCX or
3rd Party)
EVENT Telephony or ACD Event
1:N N:M ACTION Executes Actions
or Integrations
RULE Evaluates Rule
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Finesse Example Use Cases
61
Agent Request API
Browser-
based CRM
Agent receives a screen when a
call is delivered
Wrap-Up data is automatically
written to a DB or CRM when the
call ends
Business Logic in the workflow
determines if the caller should get a
post call survey from the Agent Request
API
When to Consider Cisco Finesse for UCCX
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Cisco Finesse for UCCX Important facts
63
Difference between CAD and Finesse
– Call Control / Agent State Operations
– CUCM based Silent Monitoring
– Login via Username
– Recording and Playback via Cisco MediaSense*
Packaging
– Embedded for UCCX Enhanced and Premium
– Supports Inbound Contact Centre functionality only
– Does not support Outbound, Email, Multi-Line, etc.
– Either CAD OR Finesse (no mixed deployments)
– No Data Migration between CAD and Finesse
• *MediaSense Licensing is additional
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public 64
What Agent Desktop Do You Deploy?
New Deployments
Inbound Contact Centre
Desktop Integration
MediaSense recording
Upgrades
Outbound/Email/Multi-Line
No CAD feature development
Cisco Finesse
Cisco Agent Desktop
Feature Comparison OK
Finesse Migration Whitepaper
MediaSense recording
Outbound/Email/Multi-Line
Finesse Migration Whitepaper
Cisco Finesse
Cisco Agent Desktop
Deployment Considerations and Best Practices
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Before You Deploy UCCX
66
UCCX 10 is a Virtual Only, Linux-based Appliance
New Installs of UCCX 10.0 will format the Hard Drive
The impact of an Upgrade depends on the current version and platform
In an HA Deployment, always install the primary node first
Ensure the following items are available – based on the Solution Sizing:
– Supported hardware and Hypervisor
– Installation/Upgrade Media and OVA templates
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)
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Open Virtualisation Archive (OVA) Templates
67
Pre-Defined Hardware Allocations
User Profile Sizes
OVA’s available include:
– UCCX 100 Agents
– UCCX 300 Agents
– UCCX 400 Agents
– WFM
– Recording and Quality Management
– SocialMiner – Small and Large
http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Unified_Contact_Center_Express
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Nodal Installation / Configuration information
68
DNS Enable
DNS Primary/Secondary
Domain
Gateway Address
Hostname
IP Address and Mask
MTU Size
NIC Duplex
NIC Speed
NTP Server
SMTP Location
Time Zone
Licensing
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Licensing UCCX
70
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.cisco.com/web/cuc_afg/index.html
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Licensing Process
71
Re-host a License – Raise a Case through [email protected]
A 25 seat premium demo license, which is valid for 60 days and includes all the features, is included on the Installation.
Determine
License
MAC
Register
Product
Activation
Key (PAK)
Upload
License to
UCCX
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
UCCX Sample Script Repository
72
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.
Download Repository (release 9)-
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guid
e/script_repository_902.zip
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Summary
73
The Collaboration Portfolio - UCCX All-in-one Solution
What’s New in UCCX 10.0 - Finesse
CUIC
Virtual Only
Design Considerations - Solution Matched to Business Requirements
Deployment Types
Solution Sizing
Bandwidth Calculations
Tools
Deployment Considerations –
– Accelerate Deployments using: Virtual servers
Completed Design Templates
Site/Solution information
Correct Media & Licenses
Pre-built sample / customised Scripts
Q & A
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
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75
Appendix
Upgrade Paths to Version 10
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Upgrade to Unified CCX 10.0(1)
79
8.0(1) or 8.0(2)SU1/2/3 To be upgraded to 8.0(2)SU4 to move to 10.0(1)
8.5(1) To be upgraded to 8.5(1) SU4 Latest to move to 9.0(1)
9.0(1)/9.0(2) To be upgraded to 9.0(2) SU1 latest to move to 10.0(1)
Direct Upgrade
8.0(2), 8.5(1), 9.0(2) 10.0(1)
Indirect Upgrade
7.0(2)ES3 9.0 (2) 10.0(1)
Indirect Upgrade
5.0(2)SR3 8.0(2) SU4 10.0(1)
No Upgrade – Fresh Install
3.x, 4.x or 6.0 10.0(1)
Links
© 2014 Cisco and/or its affiliates. All rights reserved. BRKUCC-2059 Cisco Public
Key URL’s
81
UCCX 10.0 Data Sheet – http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/
ps5693/ps1846/data-sheet-c78-730660.html
Release Notes for UCCX 10.0 – http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contac
t/contact_center/crs/express_10_0/release/guide/UCCX_BK_RA1A036D_00_release-notes_release10.html
UCCX Compatibility Matrix – https://www.cisco.com/en/US/docs/voice_ip_comm/cust_conta
ct/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Design/Deployment/User Guides – http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd
_products_support_series_home.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_repository_902.zip
UCCX Solution Sizing Tool – http://tools.cisco.com/cucst/
Agent Desktop Bandwidth Calculators – Finesse:http://www.ipv6.cisco.com/en/US/docs/voice_ip_
comm/cust_contact/contact_center/finesse/bandwidth_calculator/guide/Finesse_Bandwidth_Calculator_for_Unified_Contact_Center_Express.xlsx
– CAD: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_0/reference/guide/CAD7calc.zip
Finesse/CAD feature comparison – http://www.cisco.com/en/US/partner/products/ps11324/pr
od_white_papers_list.html
Finesse Migration Whitepaper – http://www.cisco.com/en/US/partner/products/ps11324/pr
od_white_papers_list.html