СовременныеЦентрыОбработкиВызовов ... · New in IPCC Express Edition 4.0 Summary • New cluster based architecture • Optional high availability

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Современные Центры Обработки Вызовов.Новые возможности IPCC EXPRESS EDITION 4.0


New in IPCC Express Edition 4.0Summary

• New cluster based architecture• Optional high availability with automatic fail-over• Maximum agent size increased to 300• IPCC Gateway PG Support for IPCC Express via ICM

integration into Cisco Customer Interaction Network• New ACD features• New Cisco IP Phone and IP Communicator support• New Cisco Agent and Supervisor Desktop features• New Cisco IP Phone Agent Enhanced• New and enhanced historical reports• New Automatic Speech Recognition (ASR) and Text-to-

Speech (TTS) vendor support


New Cluster Architecture with High Availability

Router/GW

Active CRS Server (ACD, IVR, CTI)

(Optional)Standby CRS Server (ACD, IVR, CTI)

Cisco CallManagerCluster

SupervisorStations

AgentStations

Switch

PSTN

AVVIDWAN

1Site 2

Site 5

.

.

.

Note: 4.0 Eliminates Requirement for Site-Based Record/Monitor Servers for CAD and CSD; IP Phone Agents Will Continue to Require Site-Based Record/Monitor Servers

(Optional) Site-Based Recording/Monitoring Server(s)

21

2

(Optional) Primary Database Server

(Optional) Standby (Replicated)Database Server

(Optional) End Point Recording/Monitoring Server(s)

(Optional) ASR/TTS Servers (From ASR/TTS Vendor(s))

1 2 1

2


Supported Non-HA and HA Deployment Models for IPCCX Servers and Database Servers

Single IPwith Embedded DB

Single IPCCXwith Expansion DB

Active and Standby IPCCXBoth with Embedded DB

Active and Standby IPCCX with Active and Standby

Expansion DB

No High Availability High Availability


High Availability (HA) in 4.01

• Provision for active and standby servers for:

IPCC Express (IPCCX) services (ACD, IVR, CTI)

Agent and supervisor desktop services

ACD and IVR historical reporting database

• Automatic real-time synchronization of administrative changes to IPCCX active server with IPCCX standby server

• Automatic detection of IPCCX and/or database active server(s) failure and automatic fail-over to standby server(s)

• High availability standby servers for both IPCCX and database are additional cost options


High Availability in 4.02

• All ACD, CTI, IVR and database services automatically recover within five seconds

New calls will be accepted, call treatment, routing, and desktop services are availableThere are additional delays for replicated database failover when database is deployed on an IPCCX expansion server

• Calls in queue and data associated with calls in queue are not preserved on failover

• All agents and supervisors automatically re-logged on with agent state set to “Not Ready”

Agents must manually set their desired state (e.g. “Ready”)


Database Failover

• Automatic database fail-over when optional standby database server deployed

• Two database fail-over scenarios supported:

MS SQL 2K server co-resident on IPCCX server—when the standby IPCCX server recovers from a primary IPCCX server failure, the standby IPCCX’sco-resident MS SQL 2K server database fails-over with itMS SQL 2K Server on IPCCX expansion server—when the primary MS SQL server fails the optional standby MS SQL 2K server recovers

• Both fail-over scenarios use Microsoft database replication technologies

• Historical reporting clients will automatically use the active or standby database as appropriate


IPCC Express Integration with ICM

• IPCC Express now integrates with ICM and IPCC Enterprise deployments

• Allows participation by IPCC Express in Cisco’s Customer Interaction Network

• Multiple new deployment models for heterogeneous ICM/IPCC Enterprise/ICM deployments

• New IPCC Express only deployment modelsDeploy multiple IPCC Express systems for greater scalability but with centralized management and reporting in both centralized or distributed call deployment models

Optionally separate ACD and IVR functionality in single site or across multiple sites


ICM Deployment Options: IPCC Gateway

This New ICM 7.0 Feature Allows Multiple Child Nodal IPCC Express or Enterprise Systems Connect to a Parent ICM for Enterprise-Wide Routing and Reporting—While Still Controlling Its Own ICM Peripherals

TDMACD

TDM Agents

ACDPG

IPCC Gateway


ICM to IPCC Integration Components

Cisco ICM Enterprise 7.0

IP-IVR

Cisco IPCC Enterprise 7.0PG

PGCore

CMPIM

VRUPIM

CTISvr

Cisco IPCC Express 4.0

IPCCExpress

4.0

CTI

Svr

PG

PIM

PGCore

AC

MI

PG

PIMPG

Core

IPCCSystem PG

IPCC PG


ICM to IPCC Deployment Models and Call Flows

IP-IVR

Cisco IPCC Enterprise 7.0PG

PGCore

CMPIM

VRUPIM

CTISvr

IP-IVR

Cisco IPCC Express 4.0

IPCCExpress

4.0

CTI

Svr

PG

PIM

PGCore

AC

MI

PG

PGCore

ICM Selects Destination Based on LAA/MED

Destination = Skill Group (Not Agent)

Call Is Translation Routed to Target With Call Context Data

IPCC Optionally Queues Calls

Locally and Selects Agent

Transfers (Post-Routing) Are Possible Between

All Peripherals Connected to ICM

with Call Data

ICM Optionally Queues Calls Locally On ISN or

Third-Party VRU

ICM Supports Additional TDMACDs or Cisco CallManagers

(Not Both!)

ACD

PIM


IPCCExpress

4.0

Cisco ICM Enterprise 7.0

Deploying IPCC Express with Separate IP IVR Under ICM Control

Cisco IP IVR 4.0Cisco IPCC Express 4.0

CTI

Svr

PG

PIM

PGCore

PG

VRUPIM

PGCore

IPCC PGIPCC

System PG

IP IVR 4.0

GED

-125

AC

MI


ICM to IPCC Integration Reporting

• ICM reportingUse ICM templates to report on integrated IPCC systems

If this ICM is an IPCC as well, also use IPCC templates

• IPCC Enterprise reportingUse normal IPCC templates

• IPCC Express reportingUse normal IPCC Express reporting

ICM PG

ICM PG

ICM PG

VV


ICM Deployment Options: IPCC Gateway

• IPCC Gateway allows customers to choose to replace older TDM ACDs with IPCC, while still maintaining the existing ICM parent scripting models and enterprise design

The parent ICM can send calls to agents on child IPCC systems—directly or with translation routes for call context and cradle-to-grave reporting in the parent ICM

The child IPCC can “post-route” calls to another child IPCC or to the parent ICM agents with the standard post-routing interface like any other ICM-supported ACD

• The child IPCC is a nodal ACD—allowing for local control of the skill groups, agents and local call processing within the site—just like a traditional site-based ACD with full integration to ICM for enterprise-wide routing and reporting

IPCC Gateway


ACD Enhancements

• Scalability to 300 agentsOnly on new servers available (e.g. MCS-7845-H1-CC1)Agent deployments greater than 150 agents must have average call handle times greater than two minutes

• IPCC Gateway PGCustomer Interaction Network integration for IPCC Express and IPCC Enterprise ACDs with ICM

• Agent-based routingAgent-based queuing not supported in 4.0

• Auto-Exit from Wrap-Up = Wrap Up Timer• Skill based routing enhancements• Support for IP Communicator


Remote Monitor

• Supervisors associated with one IPCC Express ACD may silent monitor agents associated with a different IPCC Express ACD

An IVR session sets up the monitor session

• A historical report page will be introduced to show a chronological list of monitoring sessions with:

Date, start time, user Id, original monitoring party, monitored parties, monitor duration, monitor status

• Support for up to 32 simultaneous remote monitoring sessions

Note that CSD based monitoring and recording, and remote monitoring, all count against the overall maximum simultaneous monitoring/recording sessions


MSDE or MS SQL 2K

Cisco IPCC Express: Reporting Overview

Historical Report DB Server

Real-Time Agent Monitoring GridsSUPERVISOR

DESKTOP

CRS ADMINISTRATION

TOOL

• Monitoring IPCC Express System Activity

• Historical Reports

Database Server (Co-Resident or Separate Expansion Server)

Dedicated Historical Report DB Server for Scalability

Auto-Synchronization upon Failure

IPCC Express Server(s)

MSDE or MS SQL 2K


Viewing Historical Reports

Report Task to Perform:

• View• Schedule• Load Settings

Report Description

Set This Option, to Generate Charts with Report Data

Reset for Report Selections Done by User

This Will Be View or Schedule Based on the “Reporting Task” Above

Range of Report Data to Obtain from Historical Database

Report Templates to Choose One for Viewing/Scheduling

Save Report Settings

Query in Progress Indicator


Viewing Historical Reports: Detailed Options

Parameter to Filter Some Report Data Based on Its Values

Possible Options for the Selected Report Parameter (Agent Names) to Choose From Some Reports Allow

the User to Specify the Operation to Be Done on the Parameters Values Selected (Ex: OR, AND)

This Will Be View or Schedule Based on the “Reporting Task” Above

Selected Filter Parameter Values (Report Will Only Contain Agents Specified)

Field Used toSort Resulting Data Report

Report Task to Perform:

• View


Feature-Rich and User-Friendly UI with Multiple Report Generation, Viewing, and Data Output Options

• Multiple report generation optionsSummary, detail, preferred interval

Graphical and tabular

• Multiple report viewing optionsSorting

Filtering

Searching

Scaling

• Multiple report output optionsScheduled reports for printing or saving

Export report data to PDF, RTF, Excel, or CSV for further data manipulation or sharing

IPCC Express EditionHistorical Reporting Examples


IPCC Express Provides Comprehensive Decision-Making Information for Supervisors

IVR Call Volumes, Peak Calls, and Call DurationsIVR Traffic Analysis ReportCall By Call Detail of Caller Experience in the IVRIVR Detail Report

CSQ to Agent Call Summary/Detail Mapping and RNACSQ—Agent Summary ReportCSQ SLs Detail by Call PriorityCSQ SL Priority ReportsCSQ Call Count Detail by Call PriorityCSQ Priority Summary ReportsCalls Handled/Abandoned by Chosen Time IntervalsCSQ Call Distribution Summary

Multiple View of SLs by (CSQ and Interval) and ASA, Max Queue Times, Avg. Handle Time, Avg. Time to Abandon etc.

CSQ Activity Report(s)Call Counts, Queue Times, Abandon Times, and SLCommon Skill CSQ Activity ReportMeasure CSQ

(A.K.A Skill Group) Performance

Call Counts and Avg. Call Duration by Dialed No.Call Number SummaryAgent Input Call VariablesCall Custom VariablesOther

IVR Call Counts (Presented, Handled, Abandoned) and IVR Call Duration Time

IVR Application Performance AnalysisMeasure IVR Application Performance

Login On and State Times (Detail/Summary/Interval)Agent StateCall Counts and Avg./Max. State TimesAgent Summary

Call by Call Agent Activity DetailAgent Detail ReportAgent Login/Logout Times, Duration, and Reason CodesAgent Login/Logout Activity

Agent Call Counts and State TimesAgent Call SummaryMeasure Agent Performance

Agent Reason Codes and DurationsAgent Not Ready Reason Code Summary

Abandon Call Counts and Times DetailsAbandon Call Detail ActivityMeasure Customer Experience

Dropped Call DetailsAborted/Rejected Call Detail Call Counts (Handled, Presented, Abandons) and Avg. Times (ASA, Avg. Abandon Time)

App. Summary/Performance Analysis

Examples of Key StatisticsReport Type(s)Operational Matrix


Example: Managing Agents

• Monitor Agent Login and Logout Activities and Associated Reason Codes

• Useful in Understanding Whether Agents Are Adhering to Their Established Shift Schedules and Reasons for Logging Out

• Used to Closely Review Agent Activity (Such as Call Duration, Talk, Hold, Work Time) Associated with Each Individual Call Presented to the Agent

• It Provides Call Counts (I.E. Handled and Presented) and Associated Durations (I.E. Handle/Talk/Work/ Hold/Idle Time) for Each Selected Agent

• It Provides Inbound, Outbound, Transfer, and Conference Call Counts and Associated Durations for Each Selected Agent

• Standard Inbound/Outbound Report

Use Case

Agent Login Logout Report (D) (G)

Login and Logout Activity

Agent Detail (D)(G)

Agent Activity on Individual Calls

Agent Summary Report (G) (E)

Agent Call Summary (G)

Agent Performance Through Calls Counts and Durations

ReportInformation

KEYNew Report Targeted For R4

(G) Graphical Option(E) Extremes Option(D) Detailed Report(I) Interval Option (30 Min and 60 Min)


New Historical Reports3.5 vs. 4.0: Many Changes in Historical Reporting

• 11 new reports• Six reports with enhanced data• Two reports are obsolete:

Obsolete “Skill Routing Activity Report”This content is now a a subset of the CSQ Activity ReportObsolete “CSQ Service Level Report”This content is now distributed to CSQ Service Level Priority Summary Report, CSQ Activity Report, and CSQ Call Distribution Summary Report

• The following reports previously only available in the IP IVR product are now available in the IPCC Express product:

Traffic Analysis ReportApplication Performance Analysis Report

• The Detailed Call by Call CCDR Report has been added to the IP IVR product


CAD Agent Enhancements

ACDStates

TaskButtons

MakeCall

Chat

Reports

Show/HideContact

Management

Help/About

Preferences

Team PerformanceMessageVoice Calls

Enterprise Data

Das

hboa

rdC

onta

ctM

anag

emen

t


IP Phone Agent Enhancements

• Standard IP Phone Agent (IPPA)Call status for IPPA appear for supervisor

Agent state for IPPA appear for supervisor

Statistics for IPPA appear in the team statistics report

Skill statistics home page

• New enhanced IPPAAll standard IPPA Features

Supervisor barge-in and intercept

Agent initiated recording

Skill Statistics Home Page


Other Enhancements

• Cisco supervisor desktopEnhanced state information Agent logs to be accessible by supervisorCombine agent statistics into an agent team statistics report

• ChatAgent chat not limited to conferences Recipient phone state infoChat to use IM GUI/conventions

• Support for Cisco IP Phone 7970

• Support for Cisco IP Communicator

Support removed for CAD Media Termination and Cisco IP Softphone


Monitoring EnhancementDesktop Monitoring

• Agent PCs connected through IP phone switch on the back of 7940 or 7960

• IP phone switch repeats RTP packets to PC

• When supervisor monitors agent, message is sent to desktop app to forward RTP packets to supervisor

• Supervisor uses PC soundcard to monitor agent’s conversation

Network Switches

Agent 1 Agent 2

Supervisor

Desktop Monitoring Does Not Restrict the Agents to a Specific Network Topology


New ASR/TTS Model

• Cisco no longer OEMs Nuance ASR or TTS for IPCC Express or IP IVR*

Instead, IPCC Express and IP IVR support the MRCP protocol

• In 4.0, we have tested and certified both and ASR and TTS

Customers may configure and deploy as many ASR or TTS servers as desired

ASR/TTS services will fail-over with the standby server

Failure of individual ASR/TTS servers will result in loss of ASR/TTS capacity

• Support for VXML 2.0


ASR/TTS: New Sales, Upgrades and Support

• New salesAccount teams must engage with ASR/TTS vendor

Partners need to receive ASR/TTS training from vendors

• UpgradesCustomers will be provided a “certificate”to obtain ASR/TTS licenses from Nuance

Nuance will have a list of all eligible users

• SupportNuance will provide direct support and future sales

including upgrades for previously purchased Cisco OEMed Nuance ASR and/or TTS server software and ports


General Platform Enhancements

• Automatic configuration of CCM devices and users for JTAPI users, CTI ports and route points

• NT authentication support for database access

• Ability to configure trace and view traces on all machines in the cluster

• Option to remove a server or deactivate a server from a cluster

• Grammar management and document management

Bulk-upload for prompt, grammar and document files (ZIP-archive)

• Real-time reporting will be enhanced to show a cluster view and rejected/aborted call statistics

• Editor enhancements for clustering support, JDK 1.4, expression editor


New Administration GUI Displays

• Administration of active and standby IPCCX and database servers and all expansion servers (e.g. recording/monitor server)

• Server states (running/stopped) with an option to restart one particular server or all servers in the cluster

• Feature and server services (running/stopped)

• Cluster licensing information• State of all IPCCX related

process and sub-process including the ability to stop and start these services

• Server hardware type


Installation

• Brand new installer for 4.0 uses Microsoft Installer (MSI) technology

• Improved end user experience with MSI technology through standard Microsoft Windows style installation wizard


Localization

• Default system provided IVR prompts localized for the same set of languages as are supported in 3.5

Available in first release: 4.0(1)

• Agent and supervisor desktop localizations will be provided for the same set of languages as were supported in release 3.5

• ASR and TTS localizations are vendor specific

Consult Nuance and ScanSoft for supported localizations for ASR and TTS

• Administration localization continues to be English only


IPCC Express Versions as of 4.0

• IPCC Express is a key part of the set of Cisco IP Communications solutions

• A version X of Cisco CallManager will always have an IPCC Express version Y that is compatible with it

• When version X of Cisco CallManager goes EOL the corresponding version Y of IPCC Express will also go EOL

WHY MULTIPLE VERSIONS?

* Cisco CallManager 3.1 Is No Longer Orderable—ICD 2.2(X) Has Entered EOL

Cisco CallManager VersionIPCC Express Version 4.14.03.33.23.1*

4.0

3.5

3.1

3.0

2.2


Recommended Reading

• Continue your Networkerslearning experience with further reading for this session from Cisco Press

• Check the Recommended Reading flyer for suggested books

Available Onsite at the Cisco Company Store


Complete Your Online Session Evaluation!

• Win fabulous prizes! Give us your feedback!

• Receive 10 Passport Points for each session evaluation you fill out

• Go to the Internet stations located throughout the Convention Center

• Winners will be posted on the Internet stations and digital plasma screens

• Drawings will be held in theWorld of Solutions

Monday, June 20 at 8:45 p.m.

Tuesday, June 21 at 8:15 p.m.

Wednesday, June 22 at 8:15 p.m.

Thursday, June 23 at 1:30 p.m.

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СовременныеЦентрыОбработкиВызовов ... · New in IPCC Express Edition 4.0 Summary • New cluster based architecture • Optional high availability