UCCE Notes

Table of Contents

Overview

UCCE Components

Intelligent Contact Manager (ICM)

contains software components

router
logger
network interface controller
Administration and Data Server
peripheral gateway
...\

Desktop/Agent apps
IVR
ACD
PSTN routing
App databases
Mgmt info
Web collab
Email Mgmt

Network to desktop Computer Telephony Integration (CTI)
CUCM
Cisco Unified Customer Voice Portal (CVP) or Cisco Unified IP IVR (IP IVR)

Naming Conventions

Cisco Unified Contact Center Engerprise (CU CCE) models

CU CCE
CU CCE 3rd party ACD deployment model, formarly (Unified Intelligent Contact Management Enterprise (Unified ICME))
CU CCE Hosted deployment model (formerly known as Unified Intelligent Contct Mgmt Hosted (Unified ICMH)
Cisco unified CCE Hosted Deployment model , formerly known as Unified Contact Center Hosted (unified CCH)

Carrier-Class reliability

Network Interface Controller, connects to
Central Controller, connects to
Peripheral Gateways

Integrated Multichannel Routing

Integrated voice, web call back web collab, text chat, etc..

Mobile and Home Agents

CUCCE Script Editor

Drag and Drop

Enterprise-Wide Consolidated Reporting

Monitor agent performance
Multichannel reporting
Outbound Option reporting
Real-time and historical reports
Single view of enterprise-wide normalized data
Provides service lvl metrics ancross all media types
Reporting available using Web View if desired (phased out in CUCCE 8.5)
CU Intelligence Center (Standard package) comes standard with new deployments of CU CCE 8.0

CU Intelligence Center

Automate all of the above in a nice graphical look
Dashboard look at things

Outbound option

Outbound calls

Outbound Improvements
Features
SIP based dialer
GW ased answering machine detection
Multitenant outbound
Update region table with updated NPA/nXX info

Benefits

Increased port capacity per outbound dialer
improved CUCM scalability by moving call control to voice gws
reduced server allocation for Hosted customers looking to cohost mjulti CICMs with Campaign Mgr

Cisco Interaction Mgr (CIM)

OEM Product separate from ICM/UCCE

Email interaction mgr
web interaction mgr
Integrates CUCCE to provide for commone cofg and reporting
Email routing and auto response
Web chat routing and collab
True blended agent with univeral queue
Separate Desktop client

IP IVR

Prompt and collect
call controlss such as answer term transfer and plcace call
enterprise db integration
inbound HTTP-triggered apps
gen and send outbound email
voice XML v2.0 support for advanced speech apps
recorded callers audio input and save and/or uplad as prompts
Remote Java Infocation (RMI
CTI integartion with CU CCE
XML document processing
MRCP integration to support ASR and TTS svcs
Auto-eattendant andspoken name upload provice
real-time and historical reports

CVP

CU Customer Voice Portal

IP-based svcs

switching overan IP network

Take back of acall as needed
prompt andcollect IVR functions
ASR and TTS

integrated with Cisco call routing and Voip prods
interop with PSTN traditional and SIP trunks
carrier callss reliability redundancy and scalabilty
voice xml svcs
external db int
reporitng in dedicated db
web-based oam&p

Agent Desktop Options

Cisco Toolkit Desktop (CTI) - has a agent/supervisor sample desktop
Cisco Agent Desktop (CAD)
Cisco Agent Desktop Browser Edition
IP Phone Agent
Pre-integrated CRM desktops (3rd party)

Cisco Contact Center Mgmt Portal

Remote Silent Monitoring Option

no 7940, 7960, 7970, 791x
for use by outsourcers, remote supervisors, and external auditors
silent montioring by any agent, basec on cfg
Uses CU IP IVR or CU CVP scripts for inbound supervisor access and authentication
BBundled with all CU CCE agent licenses
Supports most new-generaltion pones and Cisco IP Communicator

PPDIOO

Prepare
Plan
Design
Implement
Operate
Optimize

Call Routing Options

Carrier Based routing
Private Network Routing
Intelligent Contact Mgmt (Where are the skill, who is available)

Carrier holds call, send route request (e.g. with DNIS/ANI)
Cisco does this with ICM Central Controller and ICM Peripheral Gateway

ICM Components

Network Interface Controller (for Pre-Route)
Router

Side A and B Synchronized
Knows everything going on in network
runs all routing scripts

Logger

Side A and Side B synchronized

Rogger - combo Router/Logger
Progger - combo Periheral GW, Router, Logger
Sprawler - combo Peripheral GW, Router, Logger, Admin GW, CTI
CCDB has list ofallscript,logs, etc

Cfg info
Scripts
Historical Data
sys events

AWDB

copy of real-time data
copy of cfg info and scripts

HDS -Historical and call detail data
WVDB - report templates
Peripheral GW - Universal translator

Translates to back end Peripheral
Knows about skill groups
Supervisor Desktop talks to Peripheral GW

Admin and Data server (Distributer Admin Workstation AW) used to

create and modify ICM config
Create and modify ICM scripts
Monitor ICM scripts and real-time data
monitor icm scripts and real-time data
maintain rela-time ahnd historical dat for reporting
provide a real-time feed and db info to admin clients
talks to Router toseem how many calls are coming through

Admin Client Workstation (AW) can run separately
Scripting can be configured remotely

Adding a new contact Center

Add another PG (any time you have another device to communicate with)

ICM Terms

Trunk Group -> ACD -> Svc ->Skill Group
Carrier -> ICM -> MRD / DN/ ANI / CED -> Call TYpe ->Schedule ->Script ->Skill Target ->Route -> Periphseral Target -> Label ->ICM
Carrier-> ICM -> PG and CTI Server
Routing Client - anything able to move a call (including CM)
In every route request, there has to be at least a Dialed Number (DNIS)

Media Routing Domain (Default routing domain is Voice)
Dialed Number
ANI (optional)
Caller entered digits (optional)

Call Type - MRD, DN, ANI, and CED correlate to a call type
Routing Scripts - routing calls
Admin Scripts - perform background processing and are scheduled to run at specifided time intervals
Skill Target
Route (to get there)
Peripheral Target (where call ends up on)

* communicates with Peripheral GW talking to CM to get on/off hook

Basic Architecture

ICM is made up of PG, Router, Logger, Admin Workstation
Call Control is Router, Logger
CCX Editor edits things on IPIVR
Internet Script Editor edits things on router

Download script editor from https://<adminworkstation>/Install/iscripteditor.htm.

Configuration

Standard Deployment

ICM -> CM PG -> CUCM
ICM -> VRU PG -> IPIVR

Parent Child

ICM -> IPCC Enterprise GWPG -> CUCCE via System PG
ICM -> IPCC Express GW PG -> CUCC Express
Auto Cfg - anything that happens in sub system auto populates up

Preroute

Postroute

Likely what we have

Call in

pass cal go GW
pass calltocucm
call(including NISgoestoIP IVR

CVP

call->Ingress GW -> CVP -> CVP PG ->ICM CC->CMPG CTI Server CTIOS -> CM
CVP can be distributed, IVR cannot
CVP can transfer call directly to CM

CUCM

CTI Ports

logical endpoint that can accept a voice data stream
physical presences is typically on a server
CU IIVR uses CTI ports to connect calls so that you may then interact with the caller for IVR and/or ACD purposes

CTI Routepoints

Phantom #s that forward somewhere else
Pointer to an external application
could be a CTI Port
can hold on to call until it figures out where it's supposed to go

If we route to ICM, than create a routepoint
Create App user for IP IVR
Create App user for PG for CM

Super Factory Reset - copy to phone cheatsheet

Takes down to base firmware - make sure to have TFTP server local

Hold down pound key
3491672850*#

IP IVR

Basic and Advanced IVR ports (licenses per port)
Prompt and collect
Call controls such as answer, terminate, transfer,and place call
HA (add license required)
Enterprise db integration via JDBC
Inbound HTTP triggered applications
Generage and send outbound email
Voice XML v2.0 support for advanced speech apps
Record callers audio input and save/upload as prompts
Remote Method Invocation (RMI)
CTI integration with Cisco Unified CCE and ICM
XML document processing
MRCP integration to support ASR and TTS services
Auto Attendant and Spoken Name Upload provided
Real-time and historical reports

Script Editor (IP IVR)

Start > Programs > Cisco > Unified CCX Editor_<ver> > Cisco Unified CCX Editor

Steps are Java Beans so are customizable
Download from IP IVR > Plugins page
Remember to Synchronize License with icons you should have access to.

Prompt Mgmt

Applications > Prompt Mgmt

Script Mgmt

Applications >ScriptMgmt

Integration Overview

JTAPI Provider for Call Control
CTI Ports
Dialog Groups used to allocate DTMF or auto speech rec resources
Prompt and scripts to provide for caller interaction
Triggers applications used to proivide physical call setup resources and method of selecting script
Use ICM subsystem to declare PGs for integration and declare Cisco Unified IP IvR scipts for use by the ICM system

Unified CM Telephony Provider
Configure CMs that will be used for JTAPI (?)

Basic configuration

Call Control Group IP IVR version of CTI Ports on Call Manager
Media Termination Dialog Groups - what is default method for their input
Application script
Cisco ICM Postrouting Application (configure to run the application script you created)
Translation Routing Application
Triggers - 1st point i of entry to IP IVR for call control - triggers Post Routing application

ICM Subsystem

used to setup communications to ICM VRU PG
Declare scripts on Cisco Unified IP IVR that will be available for use by the ICM script
Specify VRU conn port, PG Acccess, Svc Ctrl
Every script that we expect to run needs a mapping (what is called vs. actual script name)

Postroute Call Flow

CM->RP->Trigger on IP IVR-> Post route to ICM

CVP

Customer Voice Portal

IP based IVR with caller using VXML
Advancedcall queuing while waiting for an agent
Call Switching capabilities across an IP network

ICM
IVM
SIP
H.323

loigical migration path frmo legacy to Cisco Unified Communications
Web based mgmt and admin
Real-time and hsitorical reporting

maintains Informix db with info received from call server and VXML

Ops console (web based int to OAM&P
VXML Svr - executes IVR apps yby exchanging VXML pages with voice browser no voice gateway
Cisco Unified Call Studio - Graphical tool used to create VXML-based applciations that are executed by the VXML server
Use to get call control at network edge

Additional servers

Cisco Unified Presence
CUBE
ICM Enterprise
Media Servers
ASR / TTS servers

Deployment models

Standalone
Call Director
Comprehensive -Self service apps,call direction, queuing, call routing, transfer
VRU

ICME Scripting Overview (Microapps)

CVP Guides
ICM Scripting Guide, cover Microapps

UCCE Cfg

ICM Service Control Panel
Unified CCE Tools
Admin Tools

Call Tracer
Check Routes
Config Mgr
Initialize Local DB - copy db to local copy
Lock Admin - find who currently holds locks, acquire lock, release lock
Router Log Viewer
Scheduled Target - when you go to something you don't monitor
Schema Help
Script Editor
Select Administration Instance (only used in hosted environment)

Unified CCE Web Setup

Configuration Mgr

Configure ICM (similar to next 2)
Tools (use this)
Step by Step Configuration (similar to last 2)
Outbound Option

Preferences - Retrieve can auto be enabled, but not recommended

Basic Configuration steps 1

Agent Desk Settings
Network VRU
Peripheral Gateway
Peripheral for CUCM and IPIVR
Network Trunk Group for CUCM

Trunk Group for CUCM

Network Trunk Group for IP IVR

Trunk Group for IP IVR

Skill Group and Skill Target
Route
Agent
Device Target
Label (for target)
Dialed #
Call Type
Network VRU Scripts

Agent Desktop Options

CTI Server

Screen pop integration
3rd party call control
Agent state control

CTI OS

connects to Desktop

Allows for customized application/TI interaction
Answer Release Hold Retrieve Transfer Conference Make call Aleternate Reconnect
Agent - Login Logout Ready Not Ready Wrap up
There is a CTI Toolkit Agent Desktop and Supervisor Desktop

Supervisor has to be an agent in order to barge in, etc. Does not have to be in a skill group (by default, take calls...)

CRM Connectors to SP, Siebel, Salesforce.com, Microsoft Dynamics CRM, PeopleSoft, etc...

Consultants to build CRM Connectors that are EOL

AMC Consulting

Script Editor

Routing script (do something/choose destinationfor a call)
Admin script (do something daily/nightly)
Modes

Edit- Blue
Browse - Brown
Quick Edit - Gray

Palette can dock top bottom right left

General
Routing
Targets
Queue - Queue icon is actually Queue to skill group

Nodes have connection terminals to connect to other nodes
Display Node IDs to show #s
Display Monitor Labels (auto show up in monitor mode)
Don't forget to 'Validate' the script (is everything technically filled in correctly)
By default will maintain infinite # of versions of script. Can reset via System Settings(?).
After saving and activating, schedule it.

Script > Call Type Manager
Choose Dialed Number and click Add
Dialed # maps to call type which maps to schedule which goes to script

recommend to not use schedule here (do it in script)

Call Tracer

doesn't know when call moves from one peripheral
Will show up in route trace, but won't generate CDR.

Script Explorer

Default Label

is default route if dialed number doesn't end up with a route/destination

Variables

CLID
CED (caller entered digits)
PV1-10 (preconfigured vars - 40 bytes each)

set in set script node in script editor

Expanded Call Context Vars - user defined, must be enabled, 2000 bytes available total, associated with call object type

enable in System Information (Configuration

User Vars - user defined, 40bytes each, associated with other types of objects such as service,skill group, perphereral, etc. Not associated with call object

User Variable List tools

External Database Access

DB Schema

Customer_DB (Database)

Customer (Table)

ANI varchar 4 not null, Acct_Number varchar 5 not null, Acct_Type varchar 10 not nul (columns)

Lookups

DB Lookup node
IF Node to test data retrieved by DB lookup
Read only
Authentication is stored in clear text on Router
dbworker process looks things up
db_lookup_Explerer - path syntax \\MachName\DBName.TableName
no debugging in script
this external db lookup is from Router, you can separately do external db lookups on IPIVR or CVP.

Admin Scripts and Translation Routing

Admin Scripts

Used for'follow the sun' routing
holiday schedules
peak periods routing
outbound
emergency

Nodes are brown
Most stuff available in palette is in general only
Time can have mulitple outputs for different time ranges
Run admin scripts every minute

Time is based on router logger server...don't change or you mess up logger...use switch node to fake time decisions

Translation Routing

method that ICM uses to keep track of call
goal to send call to location and have ability to reacquire knowledge of it and track it
adjunct route request - post-route translation request

temporary DNIS IDs
node 'Translation Route to VRU' -

grabs temp DNIS
Send back to CM when agent avail

Tranlastion Route Wizard

Requirement

IPIVR
PG
Net Trunk groups and trk groups
agent groups
device targets and labels for agents
DNs
Call Types

Services used as dummy placeholder to target to
IPIVR
Call Control Group
Tranlsation route app
triggers for translation route application (Creates route point on CM)

New Peripheral

new peripheral (required)
new network turnk group and trunk group (required)
new skill groups (required)
new agent (required)
new agent targeting rule (required)
new application user account (required)
new dialed numbers (Configure ICM/Calls/Dialed Number
new call types
new route points

Add new DN also...

associated route points to application user account
new routing script

schedule via Call Type Manager (remember to hit both Call Directory and Schedules tab)

Debug

Router Logger
Call Tracer (from Script Editor)

Enterprise Services and Skill Groups

Skill group can be associated with more than 1 Enterprise Service

Outbound Options

allows agent to participate in outbound campaings and inbound calls through SCCP / SIP software dialer

call progress analysis (tone detection) for answering machines, fac, and modems
centralized mgmt vi admin / data svr
enterprise-wide outbound dialing
transfer to IVR campaigns

Cisco Unified CVP
Cisco IP IVR

...

Terms

Import Rule
Do not call imports
contact list
query rule
campaigns
dialing lists
callbaciks
xfer to IVR campaigns
sequential dialing
blended campaigns

Dialing Modes

Preview mode - agentt manually accepts, regjects or skips customer calls
Direct Preview mode, allows agent to hear the call ring-out from desktop
progressive mode - uses a fixed # of lines to dial per agent
predictive mode - dynamically calcs number of lines to dial per agent
personal callback mode

SIP is better than SCCP for dialer options
Architecture SCCP
Architecture SIP