ptg ptg Cisco Unified Contact Center Enterprise (UCCE) Gary Ford Cisco Press 800 East 96th Street Indianapolis, IN 46240 From the Library of www.wowebook.com ptg Cisco Unified Contact Center Enterprise (UCCE) Gary Ford Copyright © 2012 Cisco Systems, Inc. Published by: Cisco Press 800 East 96th Street Indianapolis, IN 46240 USA All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review. First Printing June 2011 Library of Congress Cataloging-in-Publication data is on file. ISBN-13: 978-1-58714-117-1 ISBN-10: 1-58714-117-5 Warning and Disclaimer This book is designed to provide information about Cisco Unified Contact Center Enterprise (UCCE). Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied. The information is provided on an “as is” basis. The author, Cisco Press, and Cisco Systems, Inc., shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the discs or programs that may accompany it. The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems, Inc. Trademark Acknowledgments All terms mentioned in this book that are known to be trademarks or service marks have been appropri- ately capitalized. Cisco Press or Cisco Systems, Inc. cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark. ii Cisco Unified Contact Center Enterprise (UCCE) From the Library of www.wowebook.com ptg Corporate and Government Sales The publisher offers excellent discounts on this book when ordered in quantity for bulk purchases or spe- cial sales, which may include electronic versions and/or custom covers and content particular to your busi- ness, training goals, marketing focus, and branding interests. For more information, please contact: U.S. Corporate and Government Sales 1-800-382-3419 corpsales@pearsontechgroup.com For sales outside of the U.S. please contact: International Sales international@pearsoned.com Feedback Information At Cisco Press, our goal is to create in-depth technical books of the highest quality and value. 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Publisher: Paul Boger Business Operation Manager, Cisco Press: Anand Sundaram Associate Publisher: Dave Dusthimer Manager Global Certification: Erik Ullanderson Executive Editor: Brett Bartow Senior Development Editor: Christopher Cleveland Managing Editor: Sandra Schroeder Copy Editor: John Edwards Project Editor: Seth Kerney Te c h ni c al E d i to r s: Carlos Gonzalez, Alan Quinn Editorial Assistant: Vane ss a Evan s Proofreader: Apostrophe Editing Services Cover Designer: Gary Adair Indexer: Tim Wright Composition: Mark Shirar iii From the Library of www.wowebook.com ptg About the Author For more than 13 years, Gary Ford has been privileged to work for many large systems integration companies, Cisco Advanced Technology Partners, and end customers, design- ing, deploying and maintaining Cisco telephony and contact center solutions. His intro- ductory role to contact centers started in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BT’s core telephony network. Over the following years, Cisco acquired GeoTel and rapidly transformed the ICR product set to include solutions from other Cisco acquisitions and a great deal of in- house innovation. His role has changed over the years from test engineer to contact cen- ter and unified communications consultant. Gary spends much of his time designing and deploying Cisco unified communications solutions for a wide range of customers. Gary also holds a bachelor's of engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications. About the Technical Reviewers Carlos Gonzales, manager of Software Development Engineering, is one of the technical managers in the Customer Contact Business Unit in Boxborough, Massachusetts, where he has been working as an engineering manager for the past year. In his current role, he is involved in quality assurance testing, release engineering, and systems engineering activi- ties with respect to the customer contact applications. Before becoming a manager, he held a software engineer and technical leader position for seven years in the Voice Te ch n ol o g y G ro u p S ol u t i on Te s t t e am fo c u s e d o n s o lu t i on - le vel t e s t i ng o f UC C E , C VP, CUCM, CUP, CUSP, CTIOS, CAD, UCS, Outbound in Standalone, Distributed, CoW, and Parent/Child deployment models. During his tenure as an engineer, he had the privi- lege of leading and participating in validating the UCCE system in an end-to-end Cisco solution, as documented in the Cisco validated design guides (aka SRND). Currently, as a manager on the CCBU team, he has been privileged to work with UCCE development, test, and field engineers in deploying UCCE in a UCS, VMware, and EMC data center environment. Carlos holds a bachelor’s degree in computer science and is the recipient of multiple Cisco, Microsoft, and VMware certifications in addition to more than 15 years in the networking industry. Alan Quinn, NCE Advanced Services Europe, is one of the senior consulting engineers in the Unified Customer Contact team in London, U.K. In his current role, he is involved in developing Contact Center as a Service (CCaaS) that includes Hosted UCCE, CVP, and CUCM; the solution is to be built on UCS technology. Before joining Cisco as an NCE, he held a position with a large European service provider as customer design authority for five years. This role focused on planning, designing, implementation, and operation of large contact center solutions that used the NAM/CICM deployment model. Alan has more than 14 years of experience in the communications industry and holds several Cisco voice certifications. iv Cisco Unified Contact Center Enterprise (UCCE) From the Library of www.wowebook.com ptg Dedications Not only is this book dedicated to my family, friends, and pets but also to all those Cisco engineers, customers, and Cisco partners that I have been fortunate to work with during my career. Acknowledgments I would like to thank many people for helping me create this book. The Cisco Press team: Brett Bartow, the executive editor, for taking time to evaluate my original proposal and giving me the opportunity to turn it into a book. Christopher Cleveland, the senior development editor, for providing excellent feedback and getting me back on track as deadlines were looming. Everyone else on the Cisco Press team who have helped convert my ideas, words, and pictures into the book you are reading today. The technical reviewers: As an engineer, it is always frustrating for accidental technical errors to appear in documentation. I therefore greatly appreciate the considerable time and effort that Alan Quinn and Carlos Gonzales have dedicated in performing their tech- nical reviews for this book. v From the Library of www.wowebook.com ptg Contents at a Glance Introduction xi Chapter 1 Contact Center Overview 1 Chapter 2 Platform Architecture 17 Chapter 3 Deployment Models 29 Chapter 4 UC Operating Systems 39 Chapter 5 UCCE Road Map 43 Chapter 6 UCCE Platform Deployment 53 Chapter 7 UCCE Application Configuration 83 Chapter 8 Call Routing 97 Chapter 9 Call Flow Scripting 113 Chapter 10 Reporting 133 Chapter 11 Nodes and Processes 155 Chapter 12 Unified CM and IVR 185 Chapter 13 Data-Driven Routing 207 Chapter 14 UCCE Databases 219 Chapter 15 Management and Administration 235 Chapter 16 Troubleshooting 247 Index 277 vi Cisco Unified Contact Center Enterprise (UCCE) From the Library of www.wowebook.com ptg Contents Introduction xi Chapter 1 Contact Center Overview 1 Contact Center Characteristics 3 Contact Channels 4 Cisco Contact Center Features 5 Virtual Contact Center 5 Cisco Agent Desktop with Presence 5 CTI and CRM Integration 6 Agent Desktop Options 6 Cisco Unified Expert Advisor 7 Support for Remote and Mobile Agents 7 Self-Service and Call-Treatment Capabilities 8 Reporting 8 Management Portal 9 Cisco Contact Center Portfolio 9 Cisco Unified Contact Center Express 11 Cisco Unified Contact Center Enterprise 11 Cisco Unified Contact Center Hosted 12 Cisco Unified Intelligent Contact Manager Enterprise 13 Cisco Unified IP IVR 13 Cisco Unified Customer Voice Portal 14 Other Voice Components 15 Summary 16 Chapter 2 Platform Architecture 17 General Cisco Unified Contact Center Architecture 17 Router 18 Logger 18 Administrative Workstation/Real-Time Distributor and Client AW 18 Historical Data Server 19 Peripheral Gateway 20 CTI Server (Including CTI Object Server) 21 Reporting (WebView and CUIC) 21 Network Interface Controller 22 vii From the Library of www.wowebook.com ptg Cisco UCCE 23 Cisco UICM 23 Cisco UCCH 24 Platform Redundancy 25 Summary 27 Chapter 3 Deployment Models 29 Single-Site 30 Multisite with Centralized Call Processing 31 Multisite with Distributed Call Processing 32 Clustering over the WAN 33 Factors to Consider When Choosing a Deployment Model 35 Deployment Options 35 Enterprise/System UCCE 35 Parent/Child Deployment 36 Real-World Deployments 37 Summary 38 Chapter 4 UC Operating Systems 39 Operating Systems in Use 40 MS Windows for Cisco Unified CM 40 Cisco Voice Operating System (VOS) 40 MS Windows for UICM/UCCE 41 Bill of Materials (BOM) 41 Third-Party Software 41 Learning About Updates 42 Summary 42 Chapter 5 UCCE Road Map 43 Cisco Software Product Lifecycle 43 Software Phases 43 Software Support Road Map 44 Platform Upgrades 45 The Evolution of UCCE 46 GeoTel ICR 2.5 46 GeoTel ICR 3.0/4.0/4.1 48 ICM 4.5 48 Cisco ICM 4.6 48 viii Cisco Unified Contact Center Enterprise (UCCE) From the Library of www.wowebook.com ptg Cisco ICM 5.0 49 Cisco IPCC 7.0 50 Cisco UCCE 7.5 50 Cisco UCCE 8.0 51 Cisco UCCE 8.5 51 Summary 52 Chapter 6 UCCE Platform Deployment 53 Lifecycle Services Approach 54 Prepare and Plan 57 Design 57 Software Versions 57 Platform Sizing 59 Platform Redundancy 60 Server Naming Conventions 60 Deployment Spreadsheet 61 Network Services 63 Databases 68 Cisco A2Q Process 69 Implementation 71 Server Builds 71 Software Installation 72 Installation Order 74 Implementation Testing 79 Summary 82 Chapter 7 UCCE Application Configuration 83 Prepare 83 Requirements Capture 83 Capture Spreadsheets 84 Implementation 84 Configuration Manager 85 Summary 96 Chapter 8 Call Routing 97 Call Routing Concepts 98 Carrier-Based Routing 98 Private Network Routing 101 ix From the Library of www.wowebook.com [...]... Change Is Good 11 7 11 8 11 8 Tracking Change 11 9 Script Layout 12 1 Avoid Overoptimization Meaningful Names Comment Node 12 4 12 6 12 7 Use a Development Workstation Custom Functions Error Handling Summary Chapter 10 11 5 Reporting 12 8 12 9 13 0 13 1 13 3 Reporting Packages 13 4 Cisco WebView 13 6 Cisco Unified Intelligence Center VIM Performance Feature Comparison Wallboards 13 8 14 0 14 2 14 2 UCCE Reporting 14 5 Reporting... CVP 18 7 18 8 18 9 Cisco Unified Communications Manager Cisco JTAPI 18 6 18 6 18 9 18 9 CTI Route Points 19 0 Agent Phone Settings 19 1 Partitions and Calling Search Spaces 19 2 From the Library of www.wowebook.com xii Cisco Unified Contact Center Enterprise (UCCE) Queuing and Self-Service CVP Versus IP IVR 19 2 19 6 Cisco Unified IP IVR 19 7 IP IVR Call Flow 19 7 Cisco Unified CCX Editor IP IVR Configuration Cisco. ..x Cisco Unified Contact Center Enterprise (UCCE) Traditional Call Routing 10 4 Current-Generation Call Routing Prerouting 10 5 Postrouting 10 7 Next-Generation Call Routing SIP Trunks Summary Chapter 9 10 5 10 8 10 8 11 1 Call Flow Scripting 11 3 Contact Center Call Flow 11 4 Contact Center Challenges 11 4 Call Script Development Lifecycle Call Scripting Best Practices 11 7 Total Cost of Ownership... Detailed Startup Logger A 16 4 16 4 16 6 16 6 Router A 16 2 16 3 Support Tools Node Agent 17 0 Peripheral Gateway A Logger B 17 2 17 9 Peripheral Gateway B 18 1 Administrative Workstation Summary Chapter 12 15 0 18 2 18 3 Unified CM and IVR 18 5 Cisco Unified Communications Manager 18 5 Cisco Unified IP Interactive Voice Response Cisco Unified Customer Voice Portal Integration with UCCE 18 7 Unified Communications Manager... software: ■ Cisco Intelligent Contact Management Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) ■ Cisco Intelligent Contact Management Hosted Edition is renamed Cisco Unified Intelligent Contact Management Hosted (Unified ICMH) ■ Cisco IP Contact Center (IPCC) Enterprise Edition and Cisco IPCC Hosted Edition are renamed Cisco Unified Contact Center Enterprise. .. organization have multiple sites or require a virtualized platform, the Cisco Unified Contact Center Enterprise (UCCE) for VoIP or Cisco Unified Intelligent Contact Manager (UICM) for TDM platforms are often used From the Library of www.wowebook.com 10 Cisco Unified Contact Center Enterprise (UCCE) ■ Hosted ACD: Cisco Unified Contact Center Hosted is typically aimed at service providers to enable multitenant... Enterprise (Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH), respectively Cisco System IPCC is renamed Cisco Unified System Contact Center Enterprise (Unified SCCE) The use of the generic abbreviation ICM is intended to include both Unified ICMH and Unified ICME The use of the generic abbreviation CC in this document is intended to include Unified CCH, Unified CCE, and Unified SCCE,... This Book Is Organized This book contains 16 chapters that cover the core areas of Cisco Unified Contact Center Enterprise An overview of each chapter follows: ■ Chapter 1, Contact Center Overview”: Details an overview of contact center technology and the benefits of Cisco contact center solutions ■ Chapter 2, “Platform Architecture”: Covers the Cisco contact center architecture and its component parts... 14 2 UCCE Reporting 14 5 Reporting Notes 14 6 Reporting Terminology 14 6 General Reporting with Call Types 14 7 From the Library of www.wowebook.com xi Call Queuing 14 9 Hiding Objects 14 9 Don’t Mix and Match Reporting Entities Wrap-Up Codes Legacy Reports Summary Chapter 11 15 0 15 1 15 3 Nodes and Processes UCCE Nodes 15 5 15 7 Logger 15 7 Router 15 8 Peripheral Gateway 16 0 Administrative Workstation Common Processes... ICM) ■ Cisco Unified Communications Manager (Unified CM) ■ Cisco IP Interactive Voice Response (Unified IP IVR) ■ Cisco Unified Customer Voice Portal (Unified CVP) In addition to the preceding applications, a Cisco network infrastructure, including Cisco voice gateways and IP Phones, is also required to support these products From the Library of www.wowebook.com 12 Cisco Unified Contact Center Enterprise . Contact Center Express 11 Cisco Unified Contact Center Enterprise 11 Cisco Unified Contact Center Hosted 12 Cisco Unified Intelligent Contact Manager Enterprise 13 Cisco Unified IP IVR 13 Cisco Unified. 10 8 Summary 11 1 Chapter 9 Call Flow Scripting 11 3 Contact Center Call Flow 11 4 Contact Center Challenges 11 4 Call Script Development Lifecycle 11 5 Call Scripting Best Practices 11 7 To t al C. Functions 12 9 Error Handling 13 0 Summary 13 1 Chapter 10 Reporting 13 3 Reporting Packages 13 4 Cisco WebView 13 6 Cisco Unified Intelligence Center 13 8 VIM Performance 14 0 Feature Comparison 14 2 Wa