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cisco contact center software references

Benefits of a Reference Design Solution. Contact centers offer more possibilities with each new generation of software and hardware. New. Hardware and System Software Specification (Bill of Materials) for Cisco Web Services Reference for Cisco Unified Contact Center Management Portal. Cisco Unifieid Contact Center Management Portal Web Services Reference Guide: For Unified Contact Center Enterprise. May 11, CISCO 5505 SOFTWARE UPGRADE В заказе и с 10:30 до часов на телефон. В заказе и с 10:30. Заказы в Обязательно указывать Фестиваль и обработка заказов стоянке.

It then returns the results to the controlling application and waits for further instructions. This model is typically desirable in deployments with small branch offices. But the VoiceXML Gateway can also run on a separate router platform, and this model might be desirable in large or centralized deployments with multiple voice gateways. A video media server in a Unified CVP comprehensive deployment enables video streaming for the Video in Queue feature.

Cisco TelePresence Content Server can be used as a video media server. This service allows a video caller to interact with an audio-only IVR and subsequently connect with a video agent. The video agents can also conference in a second audio-only agent by dialing a direct extension from their phone.

Cisco TelePresence Content Server enables the video streaming. The caller can subsequently connect to a video agent. Cisco Unified Contact Center Express Unified CCX meets the needs of departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy, easy-to-use, highly available and sophisticated customer interaction management for up to agents.

It is designed to enhance the efficiency, availability, and security of customer contact interaction management by supporting a highly available virtual contact center with integrated self-service applications across multiple sites. For system redundancy, a second identical Unified CCX instances can be added to the deployment. Unified CCX has built-in capabilities for inbound audio and video calls, silent monitoring, and Cisco Unified Intelligence Center reporting.

Additional licensing and components can enhance the solution to support outbound dialing, call recording, email, chat, social network monitoring, and workforce optimization. It also supports products such as Cisco Unified Workforce Optimization to optimize performance and quality of the contact center.

Cisco SocialMiner is a social media customer-care solution that can help you proactively respond to customers and prospects by communicating through public social media networks such as Twitter, Facebook, or other public forums or blogging sites.

By providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your social media customer care team, your company can respond to customers in real time using the same social network the customers are using.

For more information, refer to the documentation available at. Universal Queue describes the system's ability to route requests from various media channels to any agents in a contact center. You can configure agents to handle a combination of voice calls, emails, chats, and so on.

For example, you can configure an agent as a member of skill groups or precision queues in three different Media Routing Domains MRDs if the agent handles voice, email, and chat. You can design routing scripts to send requests to these agents based on business rules, regardless of the media. Agents signed into multiple MRDs may switch media on a task-by-task basis. See Figure The Finesse APIs enable agents to sign into various types of media and handle the tasks.

Agents sign into and manage their state in each media independently. The API works in conjunction with SocialMiner task feeds, campaigns, and notifications to pass task requests to the contact center for routing. Use these variables to send customer-specific information with the request, including attributes of the media such as the chat room URL or the email handle. With the Media API, agents using third-party multichannel applications can:. Cisco Contact Center products have built-in administration and management capabilities.

For example, Unified CCE can be administered using either the Configuration Manager tool that is installed with Unified CCE or the web-based administration tools for simplified execution of the most common administration and management tasks in the Contact Center Enterprise environment. In addition, REST API support allows third-party developers to create applications that can control many of the administration and support tasks.

In addition, Cisco Unified Contact Center Management Portal Unified CCMP can be deployed to simplify the operations and procedures for performing basic administrative functions such as managing agents and equipment. Unified CCMP is a browser-based management application designed for use by contact center system administrators, business users, and supervisors. This platform is a web-based application offering many Web 2.

Reports are then generated and provided to a reporting client. The Cisco Unified Enterprise solution supports web interaction and email interaction for multichannel support. Cisco Unified E-Mail Interaction Manager Unified EIM provides inbound email routing, automated or agent assisted email responses, real-time and historical reporting, and role-based hierarchical rights management for agents, supervisors, administrators, and knowledge base administrators.

Cisco Unified Contact Center solutions provide recording and silent monitoring capabilities based on the following mechanisms:. This feature replicates the network traffic to a destination port to which a Cisco contact center server is connected. With this option, Unified CM is involved in setting up the recording flows and can perform call admission control for those flows.

For more details on call recording and monitoring, see the chapter on Call Recording and Monitoring. Contact Sharing enables large contact centers to grow larger. Live Data is a prerequisite for Contact Sharing and must be installed and configured prior to use of Contact Sharing.

Context Service is a cloud-based storage service that provides a repository for customer journey data. It enables Cisco Contact Center customers to deliver a seamless omnichannel experience through integration with other Cisco Customer Collaboration products as well as APIs for third-party integration, as depicted in Figure Figure Context Service Integration. Context Service allows any application to write and read customer journey activity. Cisco Contact Center customers, referred to in this section as the business , have access to Context Service from within their Cisco Contact Center platforms.

The Cisco Contact Center platforms are enabled and optionally configured to post context data about contact center interactions. A POD can store any metadata about the consumer interaction, except for the media such as audio recording.

Businesses choose which fields metadata to store in the POD and the level of data privacy for each field. PODs can be organized by customer and also grouped together as part of a collection of interactions called a Request see Figure Context Service also provides tagging capability to group PODs for correlation, trending, and analytics.

Context Service is hosted on Cisco Intercloud, which is an ecosystem of Cisco and partner data centers that is managed and operated by the Cisco data center team across the globe. Context Service follows a data privacy model very similar to Cisco Spark, in which each business controls access to its data. Businesses can choose to host the encryption keys Keystore on their premises. This is analogous to valuables stored in a safety deposit box locker at a bank; even though the valuables are in the bank, the customer has the key to the deposit box and controls access to it.

This is a newer approach to data privacy, and it puts the customer in control without the overhead of hosting a private cloud. Context Service can store data for Universal Queue task contacts. You can specify the media type of the POD in the task request.

If you don't specify the media type, then the media type event is set to the POD. Context Service is managed by Cisco Collaboration Management Atlas , which is the management portal for all Cisco cloud collaboration offerings, including Cisco Spark. Cisco partners and businesses use Collaboration Management to connect on-premises clients, manage the POD data model fields , monitor POD usage, and so forth. This section describes the various design models used for deploying Cisco Unified Contact Center solutions.

In this deployment, all the components such as call processing agents, voice gateways, and contact center applications are in the same site. Agents and supervisors are also located at that site. The main benefit of the single-site deployment model is that there is no WAN connectivity required and, therefore, no need to use a low-bandwidth codec such as G. A multisite deployment with centralized call processing consists of a single call processing cluster that provides services for many remote sites and uses the IP WAN.

Figure illustrates this type of deployment. Because the agents or the voice gateways in this type of deployment are located in remote sites, it is important to consider the bandwidth requirements between the sites. It is also important to carefully configure call admission control, Quality of Service QoS , codecs, and so forth. For more information on the general design considerations for Unified Communications solutions, refer to the chapter on Collaboration Deployment Models. Contact center deployments in a Unified Communications system typically have the following additional bandwidth requirements:.

Remote agents for example, agents working from home are also supported with Cisco Unified Contact Center. There are mainly two solutions. The first one requires the agent to use an IP phone that is connected to the central site by a broadband internet connection. The second solution is based on Cisco Unified Mobile Agent, which enables an agent to participate in a call center with any PSTN phone such as cell phone. The model for a multisite deployment with distributed call processing consists of multiple sites, each with its own call processing cluster connected to an IP WAN.

This section assumes that each Unified CM cluster has agents registered to it. Figure illustrates this type of deployment and highlights the placement of the Agent PG. It also provides complete site redundancy and higher scalability. Similarly to the multisite model with centralized call processing, multisite deployments with distributed call processing require careful configuration of QoS, call admission control, codecs, and so forth.

Cisco Unified Contact Center solutions can be deployed with this model. The following design considerations apply to this type of deployment:. This section summarizes the following major design considerations for contact center deployments:. All Cisco Unified Contact Center products provide high availability. The second node can reside in the same data center as the primary node or, if geographic redundancy is required, the second node can reside in a different data center across the WAN from the primary node see Clustering Over the IP WAN.

One of the nodes would be the active node and would handle all the call processing. The other node would be in standby mode and become active only if the primary node fails. With Unified CCE, most of the components are required to be redundant, and the redundant instances are referred to as side A and side B instances. This redundant configuration is also referred to as duplex mode. The Call Routers run in synchronized execution across the two instances, which means both sides of the duplex instances process every call.

Other components, such as the Peripheral Gateways, run in hot-standby mode, meaning that only one of the Peripheral Gateways is actually active at any given time. In addition to the redundancy of the Unified Contact Center components themselves, their integration with Unified CM can also be redundant. This section describes how to provision WAN bandwidth in a multisite contact center deployment, taking into account various types of call control traffic and real-time voice traffic.

It is important to understand the latency and QoS parameters because adequate bandwidth provisioning and implementation of QoS are critical components in the success of contact center deployments. Contact center solutions require sufficient WAN bandwidth to accommodate the following main types of traffic:.

Agents and supervisors can be located remotely from the call processing components and the contact center. Technically, the delay between the Finesse Server and the Finesse desktop could be very high because of high time-out values. Long latency will affect the user experience and might cause confusion or become unacceptable from the user perspective. For example, the phone could start ringing but the desktop might not be updated until later. Latency requirements between the contact center and the call processing components, and between the contact center components themselves, depend on the contact center solutions.

Similar to deployments with other Unified Communications components, contact center deployments require the configuration of Quality of Service QoS to prioritize time-sensitive or critical traffic. QoS marking for voice and voice signaling in a contact center environment is the same as with other Unified Communications deployments. Traffic specific to the contact center must be marked with specific QoS markings. Similar to deployments with other Unified Communications components, contact center deployments require careful provisioning of call admission control.

The same mechanisms described in the chapter on Bandwidth Management , also apply to contact center environments. Voice traffic associated with silent monitoring and recording might not be accounted for in the call admission control calculation. For example, voice traffic from silent monitoring and recording by Unified CM voice traffic forked at the phone is properly accounted for, but voice traffic from desktop-based silent monitoring desktop connected to the back of the agent IP phone is not counted in call admission control calculations.

The following additional design considerations apply in the situations indicated:. All deployments must be sized with the Cisco Collaboration Sizing Tool. It determines the contact center resources required for your deployment, such as number of agents, number of IVR ports, and number of gateway ports. In addition to performing sizing for the contact center components themselves, the tool also sizes the rest of the Unified Communications solution, including Unified CM and voice gateways.

In general, sizing of the contact center depends heavily on the busy hour call attempts BHCA for calls coming into the contact center. Spec-based Non-UCS , third-party hardware support. Skip to content Skip to search Skip to footer. Book Contents Book Contents. Find Matches in This Book. Log in to Save Content.

PDF - Complete Book Updated: March 14, Cisco offers these contact center enterprise solutions: Cisco Packaged Contact Center Enterprise Solution—A predesigned solution for up to multichannel agents Cisco Hosted Collaboration Solution for Contact Center—For Service Providers who offer cloud contact center solutions for up to multichannel agents Cisco Unified Contact Center Enterprise Solution—For enterprise customers who need scale and flexibility for up to multichannel agents All of the contact center enterprise solutions use a redundant architecture for high availability and solution serviceability.

Figure 1. Contact Center Enterprise Solution Comparison This table highlights the differences between the contact center enterprise solutions: Table 1. Was this Document Helpful? Yes No Feedback. The first four chapters of this book are for anyone who wants to get familiar with the three contact center enterprise solutions: Packaged Contact Center Enterprise Cisco Hosted Collaboration Solution for Contact Center Unified Contact Center Enterprise For information about design considerations and guidelines specific to Packaged CCE , see the remaining chapters.

Deployments and Scalability. Reference Designs , , , agents, and Contact Director [ agents across 3 instances] Non-Reference Design deployments. Configuration and Administration tools. Gadget-based CCE Administration and other tools.

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