CC-03-BP Designing and Deploying Cisco Contact Center Solutions. Chris Klardie Cisco Systems, Inc. Manager, Contact Center Solutions

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1 CC-03-BP Designing and Deploying Cisco Contact Center Solutions Chris Klardie Cisco Systems, Inc. Manager, Contact Center Solutions

2 Designing and Deploying Cisco Contact Center Solutions CC-03-BP, Intermediate+ This session focuses on architecture design and planning for the Cisco Unified Contact Center solutions across multiple deployment models. Specific design best practices for centralized, distributed, and clustering-overthe-wan (CWAN) configurations are presented along with new design models for parent/child Cisco contact center solutions. Attendees will gain an in-depth understanding of Cisco Unified Contact Center Enterprise & Express components, functions, and call flows as well as the decisions needed to architect a Cisco contact center solution. Topics include architecture models and configurations, call flows and call routing, queuing options, and case studies. 2

3 Agenda Contact Center Overview Cisco Unified Contact Center Express Contact Center Express Components Call Flow Contact Center Express Deployment Models Additional Design Considerations Customer Success Cisco Unified Contact Center Contact Center Components and Call Flow Contact Center Deployment Models Customer Success Q & A 3

4 Contact Center Overview Cisco s Contact Center products are designed to bring customers together with resources like self-service applications and agents to collaborate and provide services & Chat on the Internet Web/Voice Self Service Phone Calls Agents / Assisted Service

5 Contact Center Overview Cisco s Contact Center products are designed to bring customers together with resources like self-service applications and agents to collaborate and provide services Cisco Communications Manager accepts inbound voice calls and works with the Contact Center to select the right agent or resource to handle the contact & Chat on the Internet Contact Web/Voice Center Agents Self Service use desktop CTI software for state and call control Phone Calls Agents / Assisted Service

6 Contact Center Overview Cisco s Contact Center products are designed to bring customers together with resources like self-service applications and agents to collaborate and provide services & Chat on the Internet Web/Voice Self Service Multi-Channel contacts are directly routed by the Contact Center software to the Phone right agent, Calls across their available contact channel types Agents / Assisted Service

7 Contact Center Comparison Supported Deployment Models Agent CTI Desktop Options Supported Agents Cisco Unified Contact Center Express Single Site Multisite Centralized Cluster over WAN Cisco Agent Desktop Up to 300 Agents Cisco Unified Contact Center Single Site Multisite Centralized Cluster over WAN Multisite Distributed Cisco Agent Desktop CTI Toolkit/CTI-OS CRM Integrated 6,000+ Agents 25,000 Agents P/C Queue Options IP-IVR IP-IVR CVP

8 Agenda Contact Center Overview Cisco Unified Contact Center Express Contact Center Express Components Call Flow Contact Center Express Deployment Models Additional Design Considerations Customer Success Cisco Unified Contact Center Contact Center Components and Call Flow Contact Center Deployment Models Customer Success Q & A 8

9 Express: Overview Contact Center Express aligns tightly with Communications Manager, with specific versions designed to fit together. CRS 5.0 also supports Communications Manager Express (CME) with a limited feature set CRS 3.0* 3.1* 3.5* Cisco Unified Communications Manager Version 4.5(x) did not support upgrades from prior releases, it requires a fresh installation. Customers can upgrade from 4.5(x) directly to 5.0(x). 9

10 Express: Core Components MGCP/H.323 SIP H.323/ SIP JTAPI / AXL SCCP/ SIP H.323/ SIP CAD CTI Communications Manager (CCM) Provides IP-PBX functionality Controls voice gateways, phones, and devices Supports redundant/ clustered operation Contact Center Express (CRS) Provides ACD, IVR and CTI functionality Manages call flows and queuing/ treatment Provides real-time and historical reports Cisco Agent Desktop (CAD) Provides agent desktop for state/call control Presents caller data to agent (CTI) Supports IP Communicator Softphone 10

11 Express: Optional Components: 5.0(x) & Chat on the Internet HTTP POP-3, IMAPI Web App Server (WIM) Firewall HTTP POP-3, IMAPI Web/ Interaction Server HTTP CRS CTI CAD CTI CRS Server Cisco Interaction Manager Provides Multi-Channel integration for (EIM) and Chat (WIM) with Express Reads configuration data from CRS CTI (GED-188/ACMI) protocol Agents use CAD embedded Browser window to log into EIM/WIM Agent state must be manually coordinated between Voice and Web/ WIM/EIM Application routes contacts to CSQs CRS Historical Reporting has database link (ODBC) to WIM/EIM database for contact reporting 11

12 Express: Optional Components: 5.0(x) Customer to be contacted MGCP/H.323 SIP SCCP/ SIP JTAPI / AXL Outbound CAD CTI CRS Server Outbound Preview Dialer Provides automatic Outbound Dialing and Campaign Management integrated with Express When agents are available, Outbound presents the contact Preview for the agent to accept or reject Workflows in CAD screen pop data preview calls When agent accepts the contact, Outbound uses the agent s phone to dial the number connecting to the customer Agents qualify the call and can re-schedule call backs from the CAD desktop Admins can add their own DNC lists to the system 12

13 Express: Optional Components: 5.0(x) MGCP/H.323 SIP JTAPI / AXL JTAPI ODBC Quality Management Server SCCP/ SIP CAD CTI CRS Server HTTP QM Upload/ HTTP Review QM Review Workforce Optimization Quality Management Provides for automatic local recording of agent calls and screen data (capture) for QM Review Uses desktop monitoring behind the Cisco IP Phone Stores data locally, then batch uploads to QM Server across the network at night QA Evaluators can pull up recordings and screen capture to score calls in a browser anywhere Agents can review their scored calls and recordings Supervisors have access to their team scores/recordings 13

14 Express: Optional Components: 5.0(x) MGCP/H.323 SIP SCCP/ SIP JTAPI / AXL CAD CTI ODBC CRS CTI CRS Server Workforce Management Server HTTP Workforce Optimization Workforce Management Provides for automated scheduling and real-time adherence tracking of contact center agents Reads agent/team/csq data from CRS database directly Monitors real-time adherence via CTI / ACMI interface of CRS server HTTP Review Schedule WFM Supervisors and agents can access WFM using the embedded browser of the CAD desktop Manager/ Supervisor Uses real-time and historical data to help managers predict staffing needs to provide appropriate service 14

15 Express: Component Summary (5.0.X) Web App Server (WIM) MGCP/H.323 SIP Firewall SCCP/ SIP JTAPI / AXL Web/ Interaction Server CAD CTI JTAPI ODBC CRS Server CRS CTI HTTP Review Schedule WFM Quality Management Server Workforce Management Server HTTP Express 5.0(x) supports HA (high availability) and Cold Standby HA requires the two CRS servers be on the same LAN locally QM & WFO must have their own servers (can not be co-loaded on CRS or each other) WIM requires a server outside the firewall to accept Chat requests EIM could be one server which must be local to the CRS with 5ms or less latency WIM/EIM agents can be remote but have a latency of 150ms or less one way 15

16 Express: CME Integration (CME 4.2x) MGCP/H.323 SIP CME H.323/ SIP SIP SCCP ONLY H.323/ SIP CRS Server CAD CTI SCCP Phone CAD Agent Supports only G.711 codec prompts Users are stored locally in CRS Database New Application Administration User page for create/delete/ capability management Supports IP Phone Agent (IPPA) limited to one CRS per CME (hard-coded in CME config file) Supports only SCCP Phones as Agent Devices Does not support Workforce Management/QM Does not support Outbound Preview Does not support CAD 3 rd party call control 16

17 Agenda Contact Center Overview Cisco Unified Contact Center Express Contact Center Express Components Call Flow Contact Center Express Deployment Models Additional Design Considerations Customer Success Cisco Unified Contact Center Contact Center Components and Call Flow Contact Center Deployment Models Customer Success Q & A 17

18 Express: Voice Call Flow Public Network Contact Center Express Cisco Unified Communications Manager Contact Center Express Agents IP Phone Agent, 7961 with CAD, Communicator with CAD 18

19 Express: Voice Call Flow Public Network Contact Center Express Cisco Unified CallManager Cluster Contact Center Express Agents IP Phone Agent, 7961 with CAD, Communicator with CAD 19

20 Express: Voice Call Flow 1. Call delivered from PSTN to voice gateway 2. MGCP, H.323 or SIP call arrival sent to Cisco Unified Communications Manager (CCM) on DN/CTI RP 3. CCM sends CTI Route Point request sent to Contact Center Express via JTAPI 4. Contact Center Express script runs, accepts contact and instructs CCM to send the media to Express 5. Contact Center Express script continues and selects resource for the call if none available, queues call in IVR (MOH/announcement) until an agent becomes available 6. Contact Center Express sends call data to available/selected agent screen and instructs CCM to transfer the call to the agent phone (SCCP or SIP) 7. Call is answered by agent Reference Slide 20

21 Agenda Contact Center Overview Cisco Unified Contact Center Express Contact Center Express Components Call Flow Contact Center Express Deployment Models Additional Design Considerations Customer Success Cisco Unified Contact Center Contact Center Components and Call Flow Contact Center Deployment Models Customer Success Q & A 21

22 Contact Center Express Deployment Models: Single Site Centralized Call Processing Characteristics: All calls come into the site on a local voice gateway and stay within the site Up to 300 Contact Center Express agents per server Can have more configured per Cisco Unified Communications Manager cluster, but they will act as individual call centers Contact Center Express server can be pointed to two different Cisco Unified Communications Manager servers for redundancy and (4.0x/5.0x) have a second Express server for Hot Standby redundancy (4.5x does not support Hot Standby) PSTN IP Voice TDM Voice Call Control and CTI Data 22

23 Contact Center Express Deployment Models: Multi-site Centralized Call Processing Characteristics: Calls come into the sites on local voice gateways but must terminate at the centralized Contact Center Express server for treatment/queuing Up to 300 agents per on the single (or redundant) Express Servers Contact Center Express server can be pointed to two different Cisco Unified Communications Manager servers for redundancy and (4.0x/5.0x) have a second server for Hot Standby redundancy (4.5x does not support Hot Standby) Cisco Unified Communications Manager locations-based CAC is used across the WAN sites PSTN WAN IP Voice TDM Voice Call Control and CTI Data 23

24 Contact Center Express Deployment Models: Cluster over WAN Characteristics: Designed for redundancy of Cisco Unified Communications Manager cluster split across WAN with a single image and dial plan One Contact Center Express server homed to one side of the Cisco Unified CallManager cluster, does not fail over across the WAN (no remote JTAPI/Not allowed to be split across the WAN) Calls can come in at either side of the Cisco Unified Communications Manager cluster but are treated at the central Contact Center Express site Up to 300 agents per Express Server WAN PSTN IP Voice TDM Voice Call Control and CTI Data 24

25 Contact Center Express Additional Design Considerations: The Express Server and Communications Manager must be local JTAPI / AXL Supervisors can silent monitor agents using the CAD Desktop Monitoring feature, which sends the call as data to the Supervisor s PC speakers Monitor Data When calculating bandwidth for agents at remote sites, the voice call and the CTI/CAD traffic must be calculated as well All media terminates on the Express server for inbound calls, make sure the design accounts for inbound calls that will have to cross the WAN to get initial caller treatment before connecting to an agent WAN PSTN 25

26 Contact Center Express Additional Design Considerations: As part of the Express 5.0 release, the CRS CTI Protocol has been opened for partner and customer development The Protocol is known as GED-188/ACMI which provides call/agent events and configuration updates from CRS to any external application Example applications include 3 rd party recording vendors who request an all agent/call begin Bridge Mode feed to monitor all agents for begin call events To gain access to the spec, developers must join the Cisco Technology Developer Partner (CTDP) program: r46/tdp/index.html This interface is not supported by TAC only the CTDP GED-188/ACMI 3 rd Party CTI App 26

27 Agenda Contact Center Overview Cisco Unified Contact Center Express Contact Center Express Components Call Flow Contact Center Express Deployment Models Additional Design Considerations Customer Success Cisco Unified Contact Center Contact Center Components and Call Flow Contact Center Deployment Models Customer Success Q & A 27

28 Express: Customer Success Overview 70 Customer Service Agents plus Home Agents 20,000 Customers Globally Multiple Languages and High Profile Customers Solution Cisco Unified Contact Center Express Results Improved Customer Service Personalized Routing by Customer Preference Callers Getting the Right Language Higher Value Callers Get Priority Direct Routing Callers to the Agent who knows them best Highly Reliable Unified Communications Platform Easy to Manage and Maintain with in-house MAC s Huge Competitive Advantage 28

29 Express: Customer Success Overview 80+ Call Center Agents 1,000 s of Customer Contacts per Day Serving Guest Relations, Customer Service and Mail Order Solution Cisco Unified Contact Center Express Results Great Support beyond 9-to-5 Business Model Customer Satisfaction and Service Improvements Caller Queue Time Reduced Abandon Calls almost Eliminated Night Transfer to Outsourcer Solution easy enough to maintain on our own in-house Integrated Voice with Data for complete guest information Win for both Legal Seafoods and our Guests 29

30 Express Review Question Questions will be provided during the Live Session Only A B C D Answer A Answer B Answer C Answer D 30

31 Express Review Question Questions will be provided during the Live Session Only A B C D Answer A Answer B Answer C Answer D 31

32 Agenda Contact Center Overview Cisco Unified Contact Center Express Contact Center Express Components Call Flow Contact Center Express Deployment Models Additional Design Considerations Customer Success Cisco Unified Contact Center Contact Center Components and Call Flow Contact Center Deployment Models Customer Success Q & A 32

33 Enterprise: Components RTP PSTN Cisco Voice Gateway Customer H.323 MGCP SIP CallManager JTAPI Unified Intelligent Contact Management () Provides multichannel skills-based routing Manages agent and task states across all media types and controls call queuing Provides real-time and historical reporting IP Network SCCP/SIP Agent Desktop Cisco Unified Communications Manager Provides call processing and call control Manages voice gateways and IP phones Supports redundant/clustered options 33

34 Enterprise: Components RTP PSTN Cisco Voice Gateway H.323 MGCP SIP IP Network Customer SCCP/SIP Agent Desktop IP-Queue Platform CallManager JTAPI GED-125 (SCI) Unified Intelligent Contact Management () Provides multichannel skills-based routing Manages agent and task states across all media types and controls call queuing Provides real-time and historical reporting Cisco Unified Communications Manager Cisco IP Queue Platform Provides Cisco Unified call processing Customer Voice and call control Portal or IP IVR Manages Acts as a voice queue gateways point for and voice IP IP phones calls Supports Plays real-time redundant/clustered time messages and options provides treatment to callers 34

35 Enterprise: Components RTP PSTN Cisco Voice Gateway H.323 MGCP SIP IP Network Customer SCCP/SIP Agent Desktop IP-Queue Platform CallManager Outbound Option TCP-IP/MR GED-125 (SCI) Unified Intelligent Contact Management () Cisco Provides Unified multichannel Communications skills-based routing Manager Provides Manages call agent processing and task states and call control across all media types and controls call queuing Manages voice gateways and IP phones Provides real-time and historical reporting Supports redundant/clustered options Cisco Outbound IP Queue Platform Option Software-based Cisco Unified Customer IP dialer Voice for outbound Portal or IP calling IVR Blends Acts as CCE a queue Inbound point and for outbound voice calls IP calls Handles Plays real-time Do-Not time Not-Call-List messages List, and Callbacks provides Callbacks and Transfer to IVR campaigns treatment to callers 35

36 Enterprise: Components RTP PSTN Cisco Voice Gateway H.323 MGCP SIP IP Network Customer SCCP/SIP Agent Desktop IP-Queue Platform CallManager Outbound Option Interaction Manager Web Interaction Manager DMZ TCP-IP/MR The E Interaction Manager Acts as a mail client for inbound group mailers like Manages auto-replies to automatically handle specific types of e messages Shares a common Knowledge Base and caller history across Interactions The Web Interaction Manager Provides opt-out of Web pages to speak to a live agent Provides Contact/Call History across all channels for Agent in real-time view Connects to customer DMZ and handles firewall/security issues and dynamic content issues 36

37 Enterprise: Component Detail Cisco CallManager IP-Queue Platform Cisco Outbound Option Interaction Manager Web Interaction Manager DMZ Central Controller Router call-processing engine (ACD brain) Logger database, configuration, call records Can support agents (2K on RGR) Peripheral Gateway (PG) PIMs peripheral Interface Managers Interface to CCM, IP/IVR, and TDM PBX Combined as a Generic PG Media routing provides access for outbound, , and Web collaboration requests CTI Server/CTI-OS/CAD Interface to desktop/cti client PG/CTI OS Scalability Information 6.0 = 500 Agents / Server 7.0 = 1,000 Agents / Server 7.1 = 1,500 Agents / Server 7.2 = 2,000 Agents / Server (7.1.2) Router Logger PG-CCM CTI Server/ CTIOS Rogger PG-IPIVR Generic PG Progger 37

38 Enterprise: Component Detail Outbound Option Campaign Manager runs on Logger server Dialer software/simulated IP Phones for CCM Can be co-loaded on PG platform Can have multiple dialers ~96 ports/dialer PG Dialer Logger Campaign Manager Cisco CallManager IP-Queue Platform Cisco Outbound Option Interaction Manager Web Interaction Manager DMZ 38

39 Enterprise: Component Detail Logger Cisco CallManager IP-Queue Platform Cisco Outbound Option Interaction Manager Web Interaction Manager Outbound Option Campaign Manager runs on Logger server Dialer software/simulated IP Phones for CCM Can be co-loaded on PG platform Can have multiple dialers ~96 ports/dialer Interaction Manager Small 50 Agts/35K-Mo Single Server Medium Agts/200K Break out DB Large 70+/500K Break out 3 Servers: Web/App Svr, Services Svr, and DB Svr PG Dialer Web/App Server EIM Svr Campaign Manager Services Svr DB Svr DMZ 39

40 Enterprise: Component Detail Logger Cisco CallManager IP-Queue Platform Cisco Outbound Option Interaction Manager Web Interaction Manager DMZ Outbound Option Campaign Manager runs on Logger server Dialer software/simulated IP Phones for CCM Can be co-loaded on PG platform Can have multiple dialers ~96 ports/dialer Interaction Manager Small 50 Agts/35K-Mo Single Server Medium Agts/200K Break out DB Large 70+/500K Break out 3 Servers: Web/App Svr, Services Svr, and DB Svr Web Interaction Manager Requires at least two servers, WIM Web/App Server in the DMZ and Services/DB Server inside firewall Up to 70 Agents can break out DB Server from Services and Web Functions Can Be Combined in a Single Cisco Interaction Manager Set of Servers Web/ App Svr PG Dialer Web/App Server EIM Svr WIM Svr Campaign Manager Services Svr Services Svr DB Svr DB Svr 40

41 Enterprise: Component Detail Cisco CallManager IP-Queue Platform Cisco Outbound Option Interaction Manager Web Interaction Manager Cisco IP-IVR (IP-QueueManager) Cisco Customer Voice Portal (CVP) Service Provider Network IVR* TDM-Based IVR** DMZ * Requires carrier-based intelligent routing option ** Requires service control interface for IVR queuing and call control 41

42 Enterprise: Queuing Option Details Number of Ports per Server Call Control Protocol ASR/TTS Call Control Scripting Tool Integration Options Deployment Models Media Termination Codec Support CVP H SIP SIP/H.323 MRCP Interface at Voice Gateway H.323 / SIP under direction of CVP Studio (Eclipse-Based) Java (J2EE) Tomcat WebSphere Centralized Distributed Voice Gateway Any Mix on Gateway CRS / IP-IVR 300 (all protocols) SIP/H.323/MGCP MRCP Interface on CSR Server JTAPI under direction of CallManager CRS Editor Custom Java Objects ODBC Databases Centralized Only CRS Server G.711 or G.729 (set at Installation) 42

43 Enterprise: Queuing Details IP-IVR JTAPI RTP JTAPI GED-125 A B IPIVR Peripheral Gateway JTAPI GED-125 JTAPI IP-IVR IVR (IP-Queue Manager) Provides Treatment IP-IVR/QM IVR/QM Servers support up to 300 ports for call treatment and queuing It is an adjunct to CallManager, using JTAPI for call control behind CallManager To provide treatment, the call RTP Media Stream must be sent to the IP-IVR IVR Gateway PSTN 43

44 : Enterprise: Queuing Details CVP Cisco IOS Gateway http/vxml CVP VxML Server MRCP SIP/H.323 Peripheral Gateway CVP Call Router PSTN ASR/TTS MRCP CVP Call Control Server GED-125 Database Server The Cisco Gateway and IOS Voice Browser Provides termination for carrier trunks & converts TDM to IP media stream Cisco IOS-based Voice Browser terminates the call to play messages to callers and collect digits Renders VXML content from CVP The CVP Call Control Server Handles call control (H.323 or SIP) and route request instructions from the and Cisco IOS VB Cisco VxML Server Coordinates Provides dynamic gateway-based run-time environment voice browser for tasks. VXML applications created with CVP Studio (Audium) Supports Java (J2EE) and WebSphere integration to ASR/TTS Web Services/SONA Server (This is only required if using VXML for Self-Service) Service) Uses MRCP (Media Resource Control Protocol) to interface to Cisco IOS VB for VXML Integration with Nuance (ASR/TTS) and IBM Web Voice Services 44

45 Enterprise: Voice Call Flow PSTN CallManager CVP Call Server Cisco Outbound Option Interaction Manager Web Interaction Manager DMZ LI:1439 RING:1411 IP WAN HANG UP:1427 LO:1427 HANG UP:1238 HANG UP:1322 Tokyo Contact Center Multisite Centralized Model Cisco Unified CallManager controls remote sites Call processing at Central Location Queuing and Voice Treatment on Voice Gateways at Agent Locations with CVP Anaheim Contact Center Orlando Contact Center 45

46 Enterprise: Voice Call Flow PSTN DN:6001 IP WAN GED- 125 New Call CallManager CVP Call Server Cisco Outbound Option Interaction Manager Web Interaction Manager SIP Invite DN:6001 Tokyo Contact Center DMZ A Voice Call Arrives Voice gateway signals Cisco CVP Call Server of new call arrival CVP passes call info to. runs routing script for Call treatment or Agent Selection Anaheim Contact Center Orlando Contact Center 46

47 DN:6001 Cisco Unified Contact Center Enterprise: Voice Call Flow CallManager CVP Call Server Cisco Outbound Option Interaction Manager Web Interaction Manager DMZ Routing Logic The considers agents across the sites who are in the VC voice call media routing domain, are R routable, and then the longest available. script can look for agents only at local site or entire Enterprise. IP WAN Routing Script: Select LAA: VOICE:SALES Agent PSTN State VC-NR-WRAP VC-NR-LOUT VC-R-AVAIL 10 Anaheim Contact Center Agent Agent State VC-R-AVAIL 18 EM-R-AVAIL 10 VC-R-AVAIL 30 Tokyo Contact Center State MSC-R-CH+2 VC-R-AVAIL 5 EM-R-AVAIL 2 Orlando Contact Center 47

48 Enterprise: Voice Call Flow PSTN Cisco CallManager CVP Call Server Cisco Outbound Option Interaction Manager Web Interaction Manager PRE-CALL:1238 Internet RESERVE: Tokyo Contact Center DMZ Before the Call Is Sent The selected agent is reserved for the call, and any caller/cti data is sent to the agent desktop The desktop must confirm the agent reservation, or the call is not launched Anaheim Contact Center Orlando Contact Center 48

49 Enterprise: Voice Call Flow PSTN XFR:1238 SIP Invite BYE CallManager CVP Call Server Cisco Outbound Option Interaction Manager Web Interaction Manager PRE-CALL: SIP BYE Ringing:1238 Invite Internet RESERVE: Tokyo Contact Center DMZ Call Routed via IP Network Call Routed via IP Network instructs Customer Voice Portal to move If Agent the call 1238 to the does agent s not Answer s extension. the Call CVP may via consult their IP a SIP Phone Proxy or CTI or Gatekeeper Application. (H.323) CVP to No resolve Answer the Timer agent s RNATimeout s RNATimeout IP phone extension expires to a device on the network Anaheim Contact Center Orlando Contact Center 49

50 Enterprise: Voice Call Flow PSTN PLAY:Message PLAY: WAIT GED NA Event XFR:9999 CallManager CVP Call Server Cisco Outbound Option Interaction Manager Web Interaction Manager XFR:9999 Internet NR:1238 Tokyo Contact Center DMZ Router Requery on No Answer If the agent doesn t t answer the call, the agent is marked as NOT READY. CVP resumes control of the call to select next available agent using the requery feature or the call could be requeued with higher priority for a local or Enterprise resource. Anaheim Contact Center Orlando Contact Center 50

51 Enterprise: Voice Call Flow PSTN AVAIL:1213 PRECALL:1213 Internet RESERVE: XFR:1213 SIP Invite OK CallManager CVP Call Server Cisco Outbound Option Interaction Manager Web Interaction Manager 180 SIP Ringing: Invite OK SIP 200 OK Tokyo Contact Center DMZ Router Requery on No Answer If the agent doesn t t answer the call, the agent is marked as NOT READY. CVP resumes control of the call to select next available agent using the requery feature or the call could be requeued with higher priority for a local or Enterprise resource. Anaheim Contact Center Orlando Contact Center 51

52 Enterprise: Voice Call Flow Voice Call Summary Reference Slide Routing considers the tasks in the media routing domain the agent is part of it s not just about available agents anymore true universal queue across media types Agents are reserved and call context data sent before the call if the desktop does not acknowledge the reservation task, the call task isn t sent Calls are queued centrally, never extending unless there is an available agent most efficient use of agents True agent-level routing with Queue to Agent function Improved customer experience with real-time, personalized queue messages and announcements based upon current conditions 52

53 Agenda Contact Center Overview Cisco Unified Contact Center Express Contact Center Express Components Call Flow Contact Center Express Deployment Models Additional Design Considerations Customer Success Cisco Unified Contact Center Contact Center Components and Call Flow Contact Center Deployment Models Customer Success Q & A 53

54 : Single Site Centralized Call Processing POP-3 Interaction Manager PG IP Voice TDM Voice Call Control and CTI Data IP-IVRs PSTN Characteristics: All calls come into the site on a local voice gateway and stay within the site 2,000+ Contact Center agents per Cisco Unified CallManager cluster Agents can have multiple channels (voice, Web, , outbound) servers can be redundant and IP-IVRs load balanced for fault-tolerance never touches the voice call, it only provides call control to the IVRs, CallManagers, and agents to direct contacts in the network 54

55 : Multi-Single Site Centralized Call Processing (CVP) POP-3 Interaction Manager PG CVP IP Voice TDM Voice Call Control and CTI Data PSTN WAN Characteristics: Call treatment and queuing will be distributed, executing on the local gateway where calls terminate, minimizing WAN VoIP traffic. 2,000+ Contact Center agents per Cisco Unified CallManager cluster Agents can have multiple channels (voice, Web, , outbound) servers can be redundant for fault tolerance; however, if remote sites are cut off, the agents will no longer be part of the contact center CallManager locations-based CAC or RSVP CAC is used across the WAN sites for call admission control. 55

56 : Multi-Site Distributed Call Processing (CVP) PG PG CVP PSTN WAN PG IP Voice TDM Voice Call Control and CTI Data Characteristics: Multiple Cisco Unified CallManager clusters, each with own PGs for call control Call treatment and queuing will be distributed, executing on the local gateway, regardless of CVP server location. Unified CVP is shown centrally located in diagram. VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN would be required for voice calls to be transferred across sites 2,000+ Contact Center agents per cluster Failure at one site has no impact on operations at another site. Gatekeeper CAC or IP-IP GW RSVP is used for call admission control. 56

57 : Multi-Site Clustering over the WAN Call Processing Characteristics: PG PSTN Designed for high availability of single Cisco Unified CallManager cluster and and PG split across WAN IP-IVRs WAN IP-IVR requires separate, dedicated private links over the WAN Calls can be treated at either site with load-balanced, distributed IP-IVRs IP Voice TDM Voice Call Control and CTI Data PG 2,000+ Contact Center agents per cluster (single cluster split over WAN) CallManager locations-based or RSVP CAC is used across the WAN sites 57

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