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Cisco Unified Contact Centre ExpressDesign UpdateBRKCCT-2861

AbstractThis intermediate level session explores the latestdevelopments in the Cisco Unified Contact CentreExpress solution.In particular, the session will examine the evolution toan appliance model and the latest design implicationsresulting from both the platform change and therecent feature additions in the 8.x versions.The main features that will be covered in the sessionare: The appliance model High availability over the WAN The agent desktop and platform virtualization.BRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public2

IntroductionPrerequisites The session is intended for contact centrespecialists, administrators and solution designerswho want to be updated on the latest UCCXcapabilities, upgrade path and designconsiderations.This Session Assumes Basic Knowledge of: Cisco Unified Communications Manager Contact Centre TechnologiesBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public3

IntroductionSession Agenda and Scope Introduction of What UCCX is Versions 8.x overview New Features The appliance model High availability over the WAN Predictive and Progressive dialer Platform virtualization Agent desktop enhancements Other enhancements RoadmapBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public4

System Overview1 A Contact-Center-in-a-BoxFully integrated ACD, IVR and CTIScalable, Affordable1 – 400 agent deploymentsSupport MCS Servers or Cisco UCSwith VMWARE Fully Integrated Self Service CTI integration Three packages to fit your needs Support for UCM and UCMExpressBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public6

System Overview2 VoiceBoth Inbound and Outbound(predictive, progressive and previewmodes are supported) Email and WebComprehensive Email and WebCollaboration Quality Management24 X 7 voice and screen recordingand quality management Workforce ManagementReal-time intraday and historicalresource scheduling andmanagementBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public7

For YourReferenceUCCX 8.5 vs. UCCE 8.51Unified Contact Center Express 400 agents per system (onUCS only) 400 IVR ports per server--8000 agents-Networked systems supportedHigh availability with automaticfailover.-High availability with automaticfailover.-Support for HA over the WAN.-Support for HA over the WAN.-Predictive (VRU based)-Blended predictive-Progressive (VRU based)-Blended progressive-Blended agent direct preview*-Blended agent direct preview*-Limited campaignmanagement-Campaign managementScalabilityRedundancyOutboundUnified Contact Center Enterprise*Premium Agent Desktop Licenses onlyBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public8

For YourReferenceUCCX 8.5 vs. UCCE 8.52Unified Contact Center ExpressMultichannelCisco UnifiedPresence integrationfor enterpriseknowledge workerintegration Inbound voice Outbound Dialer* Agent E-Mail* Desktop integration with CiscoUnified Presence Agent desktop Cisco Agent Desktop :Unified Contact Center Enterprise Inbound voice Blended Outbound Dialer Blended E-Mail Interaction Blended Web Interaction Desktop integration withCisco Unified Presence Cisco Unified Expert Advisor Cisco Agent Desktop : Windows thick client Windows thick client Web browser Web browser XML service on phones XML service on phones3d party CTI integration (ACMI) CTI-OS Integration*Premium Agent Desktop Licenses onlyBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public9

For YourReferenceUCCX 8.5 vs. UCCE 8.53Unified Contact Center Express CRM integration IVR integration BRKCCT-2861Keystroke integration with anyMicrosoft Windows applicationHTTP integration with browserbased applicationsUnified Contact Center Enterprise Keystroke integration with anyMicrosoft Windows application HTTP integration with browserbased applications CTI-OS integration CRM connectors :3d party CTI integration(ACMI)IVR capability (prompt andcollect for standard andenhanced)Full IVR self-servicecapabilities (premium) 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public Siebel Oracle Peoplesoft SAP Salesforce.com Microsoft CRM IP-IVR Customer Voice Portal10

For YourReferenceUCCX 8.5 vs. UCCE 8.54Unified Contact Center Express Web real time tool Historical client (100predefined reports) Support for custom reports(Crystal Report) Optional with Cisco WorkforceManager and Cisco QualityManagerReportingWorkforcemanagement andQuality ManagementBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco PublicUnified Contact Center Enterprise Cisco Unified IntelligenceCenter Native support for customreportsAvailable through partners11

OverviewUCCX 8.0 Appliance model 2-node HA cluster with clustering over the WAN Virtualization support Supports direct upgrade from Unified CCX 5.0, 7.0UCCX 8.5 Scale to 400 agents Predictive/progressive dialer for Outbound IVR Agent E-Mail and Desktop enhancements Supports direct upgrade from Unified CCX 7.0, 8.0BRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco PublicVersion8.0Version8.513

For YourReferenceVersion 8.x CompatibilityContact Center Express 8.0Cisco UnifiedCommunicationsManager 7.1 8.0 8.5 Contact Center Express 8.5 8.0 8.57.1 8.0 8.0 8.1 8.5 8.5QM and WFO 8.3 8.5Cisco UnifiedPresence 7.0 8.0 8.0Cisco UnifiedCommunicationsManager ExpressCheck for update - compatibility Matrix is available online athttp://www.cisco.com/en/US/docs/voice ip comm/cust contact/contact center/crs/express compatibility/matrix/crscomtx.pdfBRKCCT-2861Cisco Public 2010 Cisco and/or its affiliates. All rights reserved.14

Appliance Model Limited access to file systems for both reading and writing .Limited OS Access.MS SQL is replaced by IBM Informix DatabaseCan be accessed by external applications.NewREST based web service to query for DB mastershipWB can obtain real time data to display on wallboardREST URL - http:// CCX server IP Address /CCX/isDBMasterBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public16

Access to file system One single directory opened for reading/writingIO access is limited to workflow steps and custom Java I/O Limited disk quota imposed (1.5 GB) CLI provided to allow management Not automatically backed up or restored Not synchronized between HA servers Should only be used for temporary storage Document Repository is recommendedBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public17

Appliance Upgrades1Easy to RevertBack to ified CCX8.0CiscoUnifiedEmptyCCX 8.5Installation TimeIs ReducedNew Software IsMoved intoProduction atCustomer‟sConvenienceBusinessDisruption forUpgrades IsMinimizedHardwareBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public18

Appliance Upgrade2 Facilitates upgrades and reversion. During an upgrade (e.g. 8.0 to 8.5), configuration andhistorical data is migrated. However, any reversion (e.g. 8.5 to 8.0) does notpreserve configuration and historical data updatesmade after the upgrade.BRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public19

VersionUnified CCX HA over WAN8.0Unified CM ClusterIP WANUnified CCX Cluster Provide site redundancy for disaster recovery Latency: 80 ms RTT between Unified CCX nodes (same as Unified CM CoW) Bandwidth: 3 MB between sites1.5 MB for Unified CCX intra-cluster communication and external communication with othercomponents1.MB for database replicationBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public21

VersionHAoWAN – Engine RedundancyM8.0SLAN/WANEngine Database CAD Services VoIP Monitoring/RecordingEngine Database CAD Services VoIP Monitoring/Recording Maximum of 2 Servers Active (Master)/Standby Engine Primary Engine/Preferred MasterFirst Node in the ClusterApply to Island Mode Merge and Re-elect Master from AppAdmin. Engine onPreferred Master does not lose mastership during Island Mode merge. Separate by LAN or WAN Failover detection time based upon deployment type:For LAN, heartbeat is sent every 0.5s and failover if missing 5 heartbeatFor WAN, heartbeat is sent every 1s and failover if missing 10 heartbeatBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public22

VersionHAoWAN – Primary Time Zone8.0 Primary time zone is the OStime zone configured in theprimary engine All timestamps displayed onthe UI are based on primarytime zoneUnified CCX Node 1GMT: GMTPrimary TZ: GMTBRKCCT-2861 All time based operationsare scheduled using primarytime zoneUnified CCX Node 2CET: GMT 1Primary TZ: GMT 2010 Cisco and/or its affiliates. All rights reserved. Timestamps in database arestored in GMT formatCisco Public23

VersionHAoWAN – Database RedundancyMPublisherSubscriber8.0SLAN/WANEngine Database CAD Services VoIP Monitoring/RecordingEngine Database CAD Services VoIP Monitoring/Recording First node in cluster is publisher, second is subscriber. Data is written from database master and then replicates to thestandby database Database mastership follows the engine master If one of the database fails, data is written to the survivingdatabase except for Configuration Database Services Data can be written to CDS only if both database publisher andsubscriber are up HR are generated from database where standby engine locatedBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public24

HAoWAN – Monitoring and RecordingRedundancyVersion8.0LAN/WANEngine Database CAD Services VoIP Monitoring/RecordingEngine Database CAD Services VoIP Monitoring/Recording All recording and monitoring servers are active RecordingLoad balanced in round-robin fashionIf one recording server fails, all recordings are performed by the survivingserver SPAN Port MonitoringLoad balanced static configuration Desktop MonitoringBackup by SPAN Port MonitoringActive/Standby ModelBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public25

HAoWAN - Bandwidth DetailMasterStandbyCCX HA over WAN Bandwidth includes the traffic for: Database Replication Heartbeat and RMI Status between Nodes JTAPI Call Signaling Agent Sync via AXL Real-time ReportAgent Bandwidth (extra on top HAoWAN BW) Call Control and Agent State Events for CAD/CSD VoIP Monitor and RecordingUnified CM CoW Bandwidth (extra on top HAoWANBW): ICCS and database replicationBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public31

VersionHAoWAN - Node Based Configurations8.0Unified CCX 8.0 introduces the following node-basedconfigurations. It is recommended that each nodeconnects to a local provider whenever possible tominimize the WAN traffic. AXL Service Provider JTAPI Provider for CM Telephony Subsystem JTAPI Provider for RmCm SubsystemNote: In small deployment, it might not be possible to have 2 Unified CMs local ineach data center to provide redundant configurations for AXL and JTAPI. It isrecommended that at least the first entry of AXL and JTAPI providers should point to alocal Unified CM.BRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public32

VersionHAoWAN – Node-based Configurations8.0 Configure CTI Ports for master and standby engines tohave different device pool, region, location etc toensure:Correct codec is chosen based on the region settingsCall Admission Control (CAC) is functioning correctlyBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public33

VersionPredictive/Progressive Dialer8.5 Collocated on CCX server Supports IVR (8.5) and agent-based campaigns(target 9.0) Supports Call Progress Analysis (CPA) CPA is gateway-based to optimize performance Preview dialer continues to be included inPremium – no changes from release 7.X and 8.0 Predictive/progressive Outbound will be anadditional cost optionIVR sold on a per IVR port basis (8.5)Agent sold on a per Agent basis (target 9.0)Flexible packaging and pricing for outbound self service vs.assisted serviceAll you can eat gateway dialer ports NOTE: Very limited campaign management inrelease 8.5BRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public36

VersionIVR Outbound ntactsto DialSIP ProxyPlaceCallDialContactAgentspecificeventsGWLive VoiceDetectedSIPAdapterRingingHELLO!Transferto CUCMCONTACTRmCmSSTalkingUCCXCUCMTransferto IVRMonitorsAgentSelectResource StepIVR ScriptAgentBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public37

Voice Gateway Configurationvoice service voipallow-connections h323 to h323allow-connections h323 to sipallow-connections sip to h323allow-connections sip to sipsip-uaxfer target dial-peerdebug ccsip errordebug ccsip messagesBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public43

Outbound IVR Call Flow IllustrationUCCX – SIP Gateway-Contact PhonePhase 1UCCXSIPGatewayISDN (T1/E1)Contact PhoneINVITESETUP100 TRYINGCALL PROCALERTING183 SESSION PROGRESSCONNECTACK200 OKACKBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public44

Outbound IVR Call Flow IllustrationUCCX – SIP GatewayCPA @ GatewayPhase 2UCCXGatewaySIPUPDATE (CPA START)200 OKUPDATE (CPA RESULT)200 OKREFER (IF CPA IS LIVE SPEECH)BRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public45

Outbound IVR Call Flow IllustrationUCCX – SIP Gateway – CUCMCall Transfer to Route PointPhase 3UCCXSIPGatewayH323UCCMREFER202 ACCEPTEDSETUPNOTIFY 100 TRYING200 OKCALL PROCALERTINGNOTIFY 180 RINGING200 OKCONNECTNOTIFY REFER COMPLETE 200 OK200 OKBYE200 OKBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public46

New Deployment Building BlocksThinking outside the (MCS) Box Deployments have been based on singleapplication MCS servers Virtualization allow multiple Virtual Machinesto access common HW resources Solution capacity and deployment modelsdo not change Building blocks change from physical„servers‟ with CPU/MEM/HDD to VMs The number of required „servers‟ remainsthe same, but the HW will varyBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public48

Cluster Based on Virtual ResourcesUnityConnectionUnityConnectionUCCXUnified CMUnified CMMCS ServersCPU/Mem/HDDBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.UCCXVirtual Machines (OVA)vCPU/vMem/SAN or DASCisco Public49

Virtual Machine specification Number of VMs typically the same as physical MCS‟s But Virtual Machines are measured by:-vCPU-vRAM-vDisk-vNICs A VM solution can be deployed on any “supported” UCSserver that meets the specified resource Multiple VMs on same physical HWBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco Public50

UC on UCS Solution ComponentsUCS 5100 Blade Server ChassisUCS 2100 Fabric ExtenderUCS B200M1/M2 Blade ServersLANPSTN“UC on UCS” B-SeriesUCS 6100FabricInterconnectSwitchesSANFC-attachedDisk Array(mandatory)Cisco Unified Communications 8.5LANPSTN“UC on UCS” C-Series UCS C210 M1/M2UCS C200 M2SANBRKCCT-2861 2010 Cisco and/or its affiliates. All rights reserved.Cisco PublicFC-attached Disk Array(optional for C210, notsupported for C200)52

Hypervisor SupportVMWare ESXi 4.0 (4.1 targeted soon after 8.5)vSphere Hypervisor (free ESXi) and Standard to Enterprise Plus (see docwiki)VMWare ESX (Technical reasons VMWare‟s direction)VMWare ESXi 3.5 (Technical reasons)Rule of Thumbif itsnotexplicitlyas Publicsupported, it‟s not supported 2010 Cisco–and/oraffiliates.All rights reserved.listed CiscoBRKCCT-286153

CCX 8.5 Virtualization Sizing GuidelinesFor YourReferenceFor additional Unified CCX-related virtualization information, OVA/OVF templates download,and VMware VMotion, visit the Unified Communications Virtualization DocWiki:BRKCCT-2861 http://docwiki.cisco.com/wiki/Unified Communications VirtualizationCisco Public 2010 Cisco and/or its affiliates. All rights reserved.54

Migrating from MCS to UCS2In case you are running UCCX v5 or 7: Use Cisco Pre-Upgrade Tool on the engine master tobackup your Unified CCX cluster on MCS Perform fresh installation of Unified CCX 8.5(1) onVMWARE Choose “Upgrade from a previous UCCX release”during the initial setup You will then be prompted to enter the Backup TARlocationIn case you are running UCCX v8.0 or 8.5: Upgrade UCCX 8.0 to 8.5 on MCS if you need to Use Cisco DRS to backup your Unified CCX cluster Perform fresh installation of Unified CCX 8.5(1) onVMWARE Use DRS to restore your system on this new UCCXclusterUpgrade guides are available /ps1846/prod installation guides list.htmlBRKCCT-2861Cisco Public 2010 Cisco and/or its affiliates. All rights reserved.56

Recommended SessionBRKUCC-2782Planning and Designing Virtual UC Solutions

Cisco Unified Presence Cisco Unified Expert Advisor Agent desktop Cisco Agent Desktop : Windows thick client Web browser XML service on phones 3d party CTI integration (ACMI) Cisco Agent Desktop : Windows thick client Web browser XML service on phones CTI-OS Int