Cisco Unified Contact Center Enterprise

By Gary Ford
Published Jun 16, 2011 by Cisco Press.

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Description

Sample Content

Updates

Copyright 2012
Pages: 312
Edition: 1st

eBook
ISBN-10: 1-58714-137-X
ISBN-13: 978-1-58714-137-9

Cisco Unified Contact Center Enterprise (UCCE)

The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned

Gary Ford

Cisco Unified Contact Center Enterprise (UCCE) integrates multiple components and can serve a wide spectrum of business requirements. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment.

The author shares in-depth insights covering both the enterprise and hosted versions of UCCE. He presents an administrator’s view of how to perform key UCCE tasks and why they work as they do. He thoroughly addresses application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and many other key topics.

You’ll find proven, standardized configuration examples that help eliminate errors and reduce downtime, step-by-step walkthroughs of several actual configurations, and thorough coverage of monitoring and troubleshooting UCCE systems.

Cisco Unified Contact Center Enterprise (UCCE) is an indispensable resource to help you deploy and operate UCCE systems reliably and efficiently.

Gary Ford has spent more than 13 years designing, deploying, and maintaining Cisco telephony and contact center solutions together with several of the world’s largest systems integration companies, Cisco ATPs, and customers. He was first introduced to contact centers 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. After Cisco acquired GeoTel, Ford’s role evolved to include broader Cisco contact center and unified communications consulting. He 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.

· Understand the Cisco Unified Contact Center product portfolio and platform architecture

· Choose the right single-site, multi-site, or clustered deployment model for your environment

· Take a lifecycle services approach to UCCE deployment and application configuration-—including preparation, planning, design, and implementation

· Implement traditional, current-generation, and next-generation call routing

· Master the latest best practices for call flow scripting

· Understand UCCE’s nodes and distributed processes and build a clean system startup sequence

· Design, implement, and deliver unified CM/IP IVR solutions

· Set up and efficiently manage UCCE databases

· Make the most of UCCE’s reporting tools

· Create advanced applications with Data-Driven Routing

· Effectively maintain any UCCE deployment, including older versions

· Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools

This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network
solutions for increased productivity.

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

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

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

Traditional Call Routing 104

Current-Generation Call Routing 105

Prerouting 105

Postrouting 107

Next-Generation Call Routing 108

SIP Trunks 108

Summary 111

Chapter 9 Call Flow Scripting 113

Contact Center Call Flow 114

Contact Center Challenges 114

Call Script Development Lifecycle 115

Call Scripting Best Practices 117

Total Cost of Ownership 117

Expect the Unexpected 118

Change Is Good 118

Tracking Change 119

Script Layout 121

Avoid Overoptimization 124

Meaningful Names 126

Comment Node 127

Use a Development Workstation 128

Custom Functions 129

Error Handling 130

Summary 131

Chapter 10 Reporting 133

Reporting Packages 134

Cisco WebView 136

Cisco Unified Intelligence Center 138

VIM Performance 140

Feature Comparison 142

Wallboards 142

UCCE Reporting 145

Reporting Notes 146

Reporting Terminology 146

General Reporting with Call Types 147

Call Queuing 149

Hiding Objects 149

Don’t Mix and Match Reporting Entities 150

Wrap-Up Codes 150

Legacy Reports 151

Summary 153

Chapter 11 Nodes and Processes 155

UCCE Nodes 157

Logger 157

Router 158

Peripheral Gateway 160

Administrative Workstation 162

Common Processes 163

Support Tools Node Agent 164

UCCE Nodes Startup Sequence 164

UCCE Detailed Startup 166

Logger A 166

Router A 170

Peripheral Gateway A 172

Logger B 179

Peripheral Gateway B 181

Administrative Workstation 182

Summary 183

Chapter 12 Unified CM and IVR 185

Cisco Unified Communications Manager 185

Cisco Unified IP Interactive Voice Response 186

Cisco Unified Customer Voice Portal 186

Integration with UCCE 187

Unified Communications Manager 187

UCCE with IP IVR 188

UCCE with CVP 189

Cisco Unified Communications Manager 189

Cisco JTAPI 189

CTI Route Points 190

Agent Phone Settings 191

Partitions and Calling Search Spaces 192

Queuing and Self-Service 192

CVP Versus IP IVR 196

Cisco Unified IP IVR 197

IP IVR Call Flow 197

Cisco Unified CCX Editor 200

IP IVR Configuration 201

Cisco Unified CVP 203

Summary 206

Chapter 13 Data-Driven Routing 207

What Can Be Achieved with Data-Driven Routing 208

Data Lookup Options 210

Static Lookup 211

DB Lookup Node 211

Application Gateway 212

Within an IVR Application 212

Agent Desktop/CRM Integration 213

Configuring UCCE Database Lookup 213

Step 1: Database Creation 213

Step 2: Enable the DB Worker Process 214

Step 3: Configuration Manager: Database Lookup Explorer 215

Step 4: Simple Call Script and Testing 216

Summary 217

Chapter 14 UCCE Databases 219

Relational Databases 219

UCCE Databases 221

Database Purge 222

Database Schema Overview 224

SQL Queries 227

Finding a Call with a Specific ANI 228

Finding Unassigned Call Types 229

Listing the Most Popular Callers by ANI 229

Locating the Last Script Node 230

Locating Agents Against Agent Desk Settings 230

Finding DNs Associated with a Call Type 230

Agent State Trace 232

Summary 233

Chapter 15 Management and Administration 235

Platform Management 236

Potential Failures 236

Backups 238

Platform Monitoring 239

Application Administration 245

Summary 246

Chapter 16 Troubleshooting 247

Fault Logging and Handling 248

Fault Logging 248

Cisco Technical Assistance Center (TAC) 250

Troubleshooting Methodology 251

UCCE Process Tracing 254

Setting Trace Levels 257

Analysis Manager 258

Support Tools 258

Router Trace 260

UCCE Command-Line Tools 262

dumplog Utility 263

opctest Utility 265

rttest Utility 269

procmon Utility 272

UCCE Script Editor 273

Monitoring 273

Call Tracer 274

Summary 275

Index 277

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