Transcription
Design & Deployment of UCCEBRKCCT-2662Michael OldhamNCE
This session covers the fundamentals of designing and deploying a CiscoUnified Contact Centre Enterprise solution. This session will look into designand deployment best practices. A requirements specification of a largecontact centre will be used to highlight the design process. Topics includechoosing a deployment model, planning for high availability, sizing systems,and estimating bandwidth for the Contact Centre. This is an intermediate toadvanced level session intended for network planners, design engineers,administrators and technical staff.BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public3
Agenda PDIOO Kick off RequirementsBRKCCT-2662 eComponentsSizingCall atisticsLabDial Plan 2014 Cisco and/or its affiliates. All rights reserved. Backups TestingCisco Public4
PDIOOBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public5
Kick Off6
Kick Off Introduce the Cisco and Customer team Define the structure of the team Discuss the approach using a high level project plan Bill Of Materials Review Deliverables and their format Statement of work Any designs/RFP responses High level timelines and milestones Discuss processes such as review cycles, escalation, change control planBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public7
Requirements8
Requirements Process IP Telephony Contact Centre Business Unit Infrastructure Call Flows As ISCustomerCollection stage Review Gatheringdocument Customer sends toowning departments Give 3 weeks Validation Clarification 1 to 2 weeksGatheringdocumentBRKCCT-2662Document Creation Review SignoffInterviews 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public9
ACME Requirements - Who will be interviewed?BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public10
ACME Requirements - Business NeedsSuccess CriteriaCustomer and ProductsTimelinesGrowthOrganisation StructureProject MethodologyDay2 supportBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public11
ACME Requirements - Contact Centre NeedsSLA, barge-in, monitorWrapup, Reason / Not readycodesRecording full , on demand,tagsStatistics, real time , historicalCall Flow, Menu TreeLanguagesBusiness Hours,HolidaysSites,TimezonesCampaign strategyBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public12
ACME RequirementsInformation Technology NeedsSecurity policy (DMZ,firewalls,virus ,encryption)Conferencing, TransfersDial Plan,External numbersBandwidth, QOSDesktop and OSFront End, Backend systemsBackup PolicyExisting Legacy SystemsAD levelBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public13
ACME Requirements - Sizing for ACMEIs this a small/medium/largecentre?5 3rd parties100 concurrent Conferences30 sites all withina 3000 km rangeTransfers Blind/ConsultInbound callsLatency to thesite is 50msOutbound callsVolumeAHT 180 secs11,000 agents14,000 agentsin next year35% self service80% in 20 secs SLA30 secs treatment60 secs wrapup240,000 BHCC67 cpsBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public14
ACME Requirements – Infrastructure featuresHighly RedundantGeographicalydispersedCentral SIP TrunksSome legacy sites will not be VoIP enabledIn time for cutover but need to be includedC series is standardwithin the companyFeaturesNine BackendSystemsTTS /ASREnglish,MandarinCustom DesktopData MiningBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Transfer with data between sitesEmergency calls MUST get throughCisco Public15
ACME Requirements – Looking for CustomisationFlash promptsPreferred agentLast agentPriortisation of abandoned callsTPIN authentication with masking3rd party SIP Predictive DialerCustomisedLegacy SIP IVRPersonal CallbacksBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Classification of calls based on Account LevelDatabase DipsCisco Public16
Application Requirements – IVR Call Tree for ACMEBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public17
Application Requirements – ICM Call Flow for ACMEBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public18
Application Requirements – ICM Call Flow for ACMEBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public19
Application Requirements – User InterfaceA document that contains the detailed explanation of each node that has beenmentioned in the call flow. Typically used in Speech flows.BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public20
Application Requirements – DNIS RoutingBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public21
ACME Requirements - DocumentSupervisor RequirementsDiscussed but not in scopeBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public22
Design - Architecture23
Enterprise Reference Design ModelsTotal CPS 8Up to 1K agentsPCCERogger rTotal CPS 30Up to 4K agentsCVP(Q & SS)UCCECVP CallDirectorRouter/Logger rTotal CPS 90Up to 12K agentsTotal CPS 90Total Agent CPS 90 CPS.Up to 12K agentsCVP(Q & SS)UCCECVP CallDirectorCVPStandalone ICM LookupCVPComp (Q)3rd partyVRU3rd partyVRUUCCECVPComp (Q)UCCEIVR ICMUCCEIVR-ICM is an ICM which provides self-servicelayer with no agents, it has ICM-to-ICM to UCCEBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public24
Question TimeWhich reference design fits?1. PCCE2. Rogger3. Router/LoggerHow many instances of the reference design? OneTwoThreeBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public25
Question TimeWhich reference design fits?1. PCCE2. Rogger3. Router/LoggerHow many instances of the reference design? OneTwoThreeBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public26
UCCE Topology – Centralised Data CentreBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public27
UCCE Topology – Geographic Data CentreBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public28
UCCE TopologyGeographic Data Centre with distributed UCM clustersBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public29
Question TimeWhich topology fits?1. Centralised Data Centre1. Geographically Split Data Centre1. Geographically Split Data Centre with distributed clustersBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public30
Question TimeWhich topology fits?1. Centralised Data Centre2. Geographically Split Data Centre3. Geographically Split Data Centre with distributed clustersBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public31
Agent Sites – Phone and PCBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public32
Agent SitesPhone, PC and local gatewayBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public33
Agent sites – Mobile AgentBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public34
Agent sites – Home AgentBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public35
Agent at Remote Office with CUCMBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public36
Question TimeWhich site topology fits?1.2.3.4.5.6.BRKCCT-2662Agent with ip phoneAgent with iphone with local gatewayMobile agent at homeMobile agent behind PBXHome AgentAgent with ip phone with local gateway and local CUCMcluster 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public37
Question TimeWhich site topology fits?1.2.3.4.5.6.BRKCCT-2662Agent with ip phoneAgent with iphone with local gatewayMobile agent at homeMobile agent behind PBXHome AgentAgent with ip phone with local gateway and local CUCMcluster 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public38
Design Geographically Redundant with Agent Site ChoiceBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public39
Design - Components40
Data Centre: Logical ViewLongDistance (800) CarrierInternetHTTPTDMFirewallSIPCVPWIMCall ServerTDM GWConferenceVXML ServerCUBEDSPsWeb ServerMedia ServerT1sSIPSIPSIP ProxyMediaSenseGED.125HTTP(VXML)VXML GWCUSPVXMLMRI, CSTAEIM/WIMGeneric PGServices ServerCUCM PIMSIPFirewallCVPReportingServerJDBCCUICPub/SubDB serverVRU PIMsAXLSCCP(DSPs)OAM&PRoggerCTI OSSIP (dialer)CUCMJDBCCTI ServerSIPRouterSIP DialerJTAPILoggerMR PGAW/HDS/DDSCampgn MgrCVP Ops ConsoleGed.188 (CSTA)AgentCCMPApp ServerSupervisorHTTPDatabaseSIPBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.FinesseCTIOSCADHTTPHTTPCisco Public41
Design with ComponentsBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public42
What UCS“B-Series” Half-width blade server form factor Best for– - Medium to high server count & concentration– - Existing or planned data centre- “Ready, willing, able” to support servers,VMware, storage- Operational “maturity” Requires SAN storage for UC/CCapplications Leverages UC Fabric Interconnect switches forLAN and SAN connectivityBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public43
What UCS“C-Series” Rack server form factor Best for––––Low to medium server countReady to move off an appliance model (server/VMware admin)Preference for rack server form factorInterim migration step for data centre solutionBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public44
What UCS should be chosen? C series B seriesBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public45
Choose Your Versions - Component Compatibilityhttp://docwiki.cisco.com/wiki/Unified CCE Software Compatibility Matrix for 9.0%28x%29Hardware and System Software Specification for Cisco Unified Customer VoicePortal (Unified CVP) Release 9.0(1)BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public46
Design - Sizing47
Design – Sizing Call FlowsSelf ServiceCall To Agent after Self ServiceBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public48
UCCE 8.0 and above the max supported "CTI Server All-Event Feed" connections is "7". However, if doing a "CTI OS" deployment the usabUCCE 8.0 and above the max supported "CTI Server All-Event Feed" connections is "7". However, if doing a "CTI OS" deployment the usDesign – Sizing .com/cucstBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public49
ResultsBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public50
ResultsComments* Would probably add more reportingservers as per CVP SRND.* The number of HDS is best increasedfor redundancy* Best to have a separate DDS forstorage and 3rd party access of TCD’s.* Would have a separate VRU PG pairNote: Ensure E1 gateway is chosenBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public51
UCCE 8.0 and above the max supported "CTI Server All-Event Feed" connections is "7". However, if doing a "CTI OS" deployment the usabUCCE 8.0 and above the max supported "CTI Server All-Event Feed" connections is "7". However, if doing a "CTI OS" deployment the usDesign – 3rd Party CTI All-EventUCCE 8.0 and above the max supported "CTI Server All-Event Feed" connections is "7".However, if doing a "CTI OS" deployment the usable connectionreduces to "5" for external applications.“2” connections to CTIOS All-eventsBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public52
DSP Calculationwww.cisco.com/web/applicat/dsprecal/dsp calc.htmlRequirement:100 conference channelsBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public53
Design – Infrastructure Call Flow54
Call FlowCall arrives. Contacting a SIP ProxyBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public55
Call Flow – Contacting the CVP ServerBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public56
Call FlowPassing the request to the PGBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public57
Call Flow- Contacting the RouterBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public58
Call Flow - SentToVRUBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public59
Call Flow – Contacting the VRU legBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public60
Call FlowFinding an available VXML serverBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public61
Call FlowFinding an available mrcp v2 TTS/ASRBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public62
Call FlowFinding an available Call Manager subscriberBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public63
Design - Redundancy64
Call Flow – Inbound and OutboundBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public65
Call Flow - Call ArrivesFinding an available CVP serverBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public66
Call Flow – Contacting the Available CVP ServerBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public67
Call FlowFinding an available routing pimBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public68
Call FlowContacting the available routerBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public69
Call FlowFinding an available VRU legBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public70
Call Flow – Contacting the VRU LegBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public71
Call FlowFinding an available VXML serverBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public72
Call Flow – Finding an Available TTS/ASRBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public73
Call FlowFinding an available Call Manager subscriberBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public74
CUCM RedundancyBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public75
CUBE Local RedundancyActive L2 Box-to-Box redundancy ISR G2 (Stateful failover) SIP SP sees one VIPaddress Clustering with load balancing All platforms Load balancing by SP call agent SIP proxy/load balancer Local and geographicalredundancyBRKCCT-2662SIP SPCUBEVirtualIP 2014 Cisco and/or its affiliates. All rights reserved.VirtualIPCUBEStandbySIP SPLoadBalancerLoadBalancerSIP SPCisco Public76
ACE Local RedundancyBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public77
Network Equipment RedundancyRequirement: Network equipment to be dual attached to redundant upstream infrastructure.Method 1 – Use Loopback as the central pointvoice service voipsipbind control source-interface Loopback0bind media source-interface Loopback0The IP routers for the network must provide redundant routes to this loopbackinterface and correctly propagate those routes to the rest of the routers in both data centres.Method 2 – Provide a port channel to VSS or VPC.BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public78
CUSP Local RedundancyBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public79
CVP SurvivabilitySIPVXML GatewayXGED-125RTPCVP Call ServerSurvivabilityXVoice GatewayCaller (TDM or IP)Alternately, if the gateway detectsa loss of media to an IP phone, itcan invoke survivability if mediainactivity timers are set.BRKCCT-2662X 2014 Cisco and/or its affiliates. All rights reserved.Upon receiving failurenotification from ICM or VXMLgateway, Call Server sends BYEwith abnormal cause codewhich causes gateway to invokesurvivability.Cisco Public80
Design - Virtualisation81
VMware ArchitectureBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public82
Unified CCE Component VM Co-residencyCould we put an Exony VM on the same blade that also had a VRU PG VM on it ?BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public83
Virtual Machine Layout and Placement LogicPlace the primary and secondarycall processing subscribers onseparate servers, chassis or sitesPG1A not on the same server as PG2ABRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public84
Design - Network85
Network - Private and PublicPG and CC private linksare typically one physical linkBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public86
UCCE Vmware Private and Public Network TopologyBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public87
Network - LatencyWhat is the most restrictive?BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public88
Private LinkBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public89
Public Link BandwidthComponentCommentToolVRU PGCommunicates with the CCpossibly over the ame EXT-AS-100901Agent PGCommunicates with the CCpossibly over the ame EXT-AS-100897CTI to CTIOSCommunicates possibly overthe WANUCCE SRNDCTIOS Server to AgentCommunicates is over the siteWANhttp://www.cisco.com/en/US/docs/voice ip comm/cust contact/contact center/ctios/bandwidth calculator/guide/cticalc.zip.htmlVXML DocumentsFor Branch modelscommunicates is over the siteWANCVP SRNDMedia FilesFor Branch modelscommunicates is over the siteWANCVP SRNDBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public90
Public Link Bandwidth continuedComponentCommentToolCVP SIP SignallingFor Branch modelscommunicates is over the siteWANCVP SRNDCCMPCommunicates over the WANfor quad deploymentUCCE SRNDICCS/Database/CTICommunicates over the WANCUCM SRNDRTPOverflow between UCCEsystems using ICM to ICMgatewayCUCM SRNDSee VoIP Bandwidth Reference SlideSip SignallingBRKCCT-2662between UCCE systems usingICM to ICM gatewayCUCM SRND 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public91
Firewalls – Where are They?Since users are the main threatsuggest IP ACL’s from DC subnet to DCsubnet Port ACL’s from the site to DCSee Securing Cisco Unified ContactCentre Enterprise Cisco Unified CVP port utilisation BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.OPS console uses dynamic portsCisco Public92
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 allowsfor future changes in ip address’s. Use of hosts file to reduce needfor DNSBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public93
Design - Customisation94
Customisation DesignIntegration with external SIP serverPassing of Headers from ICM script allows sendinginformation to the SIP serverSIP ServerThe model is like this:header name mod parameter name new valueWhy do you think the RouterCallKey andRouterCallDay is a good ideato pass to the SIP server?BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Maximum is 200 charactersCisco Public95
Customisation DesignIntegration with external SIP serverPassing information in SIP headers to ICM allows getting information from the SIP ServerSIP ServerBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public96
Design – Reporting97
Reporting Decision CUIC Stock ReportsReport Template Reference Guide For Cisco Unified Intelligence Center, Release 9.0(2) Reports from the ion CUIC Custom Stock Reports Third Party reporting System – Exony Build your own reporting systemBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public98
Sources of Statistics - UCCEAWDBReal-Time DataCopy ofConfigurationTablesand ICM ScriptsAdministration &Data ServerHDSLoggerCopy of Historical Data(15 or 30 min. intervals)Configuration InfoICM ScriptsHistorical Data14 daysDDSDetailed Call/Call SegmentInformationSystem EventsDo not go here* Located at each sideBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public99
Sources of Statistics - CVPRequirement: Need to know menu usageCVP ReportingCall TableVXML SessionVXML ElementAdministration &Data cutServer* Recordsat end of call* Each CVP server will point to one CVP reporting serverBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public100
Custom DatabaseSession variables in VXML Applicationwritten to DB at end of applicationSession variables in VXML Applicationwritten to DB at start of applicationMenu summarySelf serviced/ToAgent countReal time applicationsummaryAdministration &Data ServerBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public101
Real TimeBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public102
Mapping to Significant Business MetricsRequirement: Need to know the SLA and count of Gold versus Silver customer callsDesign: Use calltypes to get the metrics requiredBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public103
Design - Lab104
LABThe uses of a lab: Development Regression testing of patches New functionality testing Upgrade testingWhat model to use: Exact duplicate of production Exact duplicate of production with virtual machines compressed by ½ Exact duplicate of production with no redundancy and virtual machinescompressed by ½BRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public105
Design – Dial Plan106
CUCM Dial Plan gent Extension( Non DID)To CUCM Cluster28000080099Route PointsFor IP Phonetransfers8200082099Hunt Groups8300083099Call Park8400084099Voicemail97780NAUCCE CVP VRULabelAgent Extension( Non DID)11120000111200990BRKCCT-2662UsageAgent DID Line0 to get an outside line 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public107
Dial Plan Service DesignPSTN Number Mapping1800/1300 NumberDialedNumberDialed NumberPresented to GWPurpose1300 803 51510311110000111110000Sales1300 555 12340311110001111110001ServiceGateway #1 Number MappingBRKCCT-2662Dialed NumberRange FromDID NumberRange ToDN MappingRangeFromDN 099UCCE PilotDNIS 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public108
Dial Plan DID DesignPSTN Number MappingDID NumberDialedNumberPresented toGW0311116000111160000Gateway #1 Number MappingDID RangeFromDID RangeToDN MappingRangeFromDN 13111160099DID NumbersCUCM TranslationBRKCCT-2662TranslationPatternCalled PartyTransformations6131111.60000PreDot 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public109
UCCE Dialled Number DesignBRKCCT-2662Dialed NumberRange FromDialed NumberRange ToUsage4000040099UCCE Pilot DNIS8000080099UCCE DialedNumber Plan(DNP) 2014 Cisco and/or its affiliates. All rights reserved.CommentUsed by CTIOSdesktop fortransfer to SkillGroup capabilityCisco Public110
SIP CUSP DesignSIP Digits – each device is given a SIP Digit device identifierBRKCCT-2662CVP GatewaySIP DigitGW#1901GW#2902CUCM909 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public111
SIP CUSP Dial Plan DesignSIP CUSP to GWSIP CUSP to CVPNumber RangeTarget Preference 1Target Preference ce 1TargetPreference 2CUCM originatedRingingErrorsVRU Leg9014 .CVP1CVP29024 .CVP2CVP1GW2 originatedRingingErrorsVRU Leg9094 CVP1CVP2GW1 originatedRingingErrorsVRU LegNumberRangeTargetPreference 1TargetPreference 29015 .CUCM1CUCM29025 .CUCM2CUCM1SIP CUSP to CUCMBRKCCT-2662GW#2GW#2Outside call 2014 Cisco and/or its affiliates. All rights reserved.SIP CUSP to CUCMCisco Public112
Backups113
BackupsBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public114
Testing115
Types of TestingFunctional IVR call flowFailover scenariosAgent and Supervisor rBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Volume Simple call flow to check end to end.BackendCiscoSolutionCustom FrontendCisco Public3rd partyNetwork116
Why Automatic or ProneNoInfrastructurefor TestingLimitsDepth/Breadthof What CanBe TestedBRKCCT-2662TimeConsumingManualTesting 2014 Cisco and/or its affiliates. All rights reserved.InconsistentCisco Public117
Automated Volume TestingBRKCCT-2662 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public118
Q&A119
Complete Your Online Session EvaluationGive us your feedback and receive aCisco Live 2014 Polo Shirt!Complete your Overall Event Survey and 5 SessionEvaluations. Directly from your mobile device on the Cisco LiveMobile App By visiting the Cisco Live Mobile Sitewww.ciscoliveaustralia.com/mobile Visit any Cisco Live Internet Station locatedthroughout the venuePolo Shirts can be collected in the World of Solutionson Friday 21 March 12:00pm - 2:00pmBRKCCT-2662Learn online with Cisco Live!Visit us online after the conference for full accessto session videos and presentations.www.CiscoLiveAPAC.com 2014 Cisco and/or its affiliates. All rights reserved.Cisco Public120
CUSP VXML SIP Firewall SIP TDM SIP HTTP HTTP MRI, CSTAHTTP EIM/WIM Services Server DB server Internet WIM Web Server Firewall CVP Call Server VXML Server Media Server GED.125 CVP Ops Console OAM&P CCMP App Server Database SupervisorAgent HTTP (VXML) VXML GW CVP JDBC Reporting Server CUIC JDBC Pub/SubMediaSense Ged.188 (CSTA) Finesse CTIOS CAD .
