IP Contact Center Enterprise (IPCCE) v1.0
System IPCC Overview
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-1
Background
Currently, IPCC is a subset of ICM but is installed
with ICM installer
This is flexible but difficult to set up and configure
• Too many deployment options – difficult to support
• Too many non-IPCC options
• Too many configuration options
• Two places to configure – Setup and Configuration
Manager
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-2
Goals
Make IPCC Enterprise easier to install and configure
• No more re-running setup (switching between setup and
config to perform configuration operations)
Provide one user interface for all configuration
operations
• Only configure those items necessary for the supported
deployments
Support Web-based Administration
• Eliminate need to install an AW on every administrator
desktop
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-3
Solution
Define Standard, Supported IPCC Enterprise
Deployments
Pre-configure the Database
New Installer
• It just installs the software
• All Software on 1 DVD – no disk swapping
New Web-based Administration
• Perform (almost) all configuration tasks through this
interface including registry, services and database
configuration
• Only show and configure items needed by the deployments
• Eliminate need for installing Admin Workstations on
everyone's desk
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-4
Prerequisites
MCS hardware (or exact equivalent)
• See BOM for details
Windows 2003 Server, service pack 1
Active Directory
Microsoft SQL Server 2000 service pack 4
• Configure with both named pipes and tcp/ip: tcp/ip should
be configured second in Microsoft’s SQL Server Client
Network Utility
• Required for Central Controller and Administration &
WebView Reporting machines
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-5
Deployments
• 3 Main IPCC Deployments Supported
– Demo/Pilot System – not for production use
– Small to Medium System – up to 500 agents
– Large System – up to 1000 agents
• Each deployment can be duplexed
• Each deployment requires specific MCS hardware
(or the exact equivalent)
– Each deployment has a different box count
• Each deployment can optionally support
– 1 Outbound option and/or
– 1 E-Mail Manager option (version 7.0) and/or
– 1 Web Collaboration option (version 7.0)
• Each deployment can connect to one CallManager
Cluster and up to 5 IPIVRs
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-6
Deployments
System IPCC Components
ICM Components
AW
Web Administration Server
Administration & WebView Reporting
WebView Reporting Server
HDS (except in Demo/Pilot deployment)
SQL Server 2000 sp4
IIS
Router
Central Controller
Logger
Outbound Campaign Manager and Import
SQL Server 2000 sp4
IPCC System PG
Agent/IVR Controller
CTI Server
CTI-OS Server
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-7
Deployments – boxes
Deployment
Demo/Pilot
Box 1
Box 2
Box 3
All-in-One:
Up to 50 agents
Administration/Reporting
•
For pilots and
demos only
Central Controller
•
Not for production
Agent/IVR Controller
Small/Medium
•
Supports up to 500 Administration/Reporting
agents
Central Controller
Agent/IVR Controller
Large
•
Supports up to
1000 agents
Administration/Reporting
Central Controller
Agent/IVR Controller
All the above deployments can be duplexed.
This requires double the number of machines.
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-8
Deployments – Options
Outbound Controller
• Outbound Option on a separate machine, Dialer + MR PG
• Not Duplexed
Multichannel Controller for CeM
• E-Mail Manager Option: MR PG on a separate machine, must
be co-resident with CeM TServer
• Not Duplexed
Multichannel Controller for CCS
• Web Collaboration Option: MR PG on a separate machine,
must be co-located with Cisco Media Blender
• Not Duplexed
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-9
Preconfigured Database
Eliminates the need for configuring these
standard components:
• 1 IPCC System PG with up to 5 IPIVRs
• MR PGs for E-Mail Manager, Web Collaboration
and Outbound
• Network IVR and Trunk Groups corresponding to
System IPCC PG connections to the IPIVRs
• MRDs for Voice, E-Mail, Blended Collaboration,
Single- and Multi-Session Chat
• Default E-Mail and Collaboration Application
Instances
• Default Agent Desk Settings
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-10
Removed Unnecessary Config Items
• No Services
• No Translation Routes
– Handled automatically by IPCC System PG
• No Device Targets
– Handled automatically by IPCC System PG
• No Labels
• No Sub-Skill Groups
• No Agent IDs
– Login using Agent login name
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-11
Limitations
Only supports specific configurations/deployments of IPCC
Enterprise
Only supports new installations
New tools are designed for Internationalization but have only
been localized to English in the first release
For those configurations not supported by the new System
IPCC tools, you must install and configure using the traditional
tools. Not supported in System IPCC in this release:
•
•
•
•
CVP
Hosted
Multiple Agent PGs
Mixed IPCC and TDM environments (except for parent/child)
These restrictions will be removed over time
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-12
Web Administration Features
• Web-based Administration
– SSL
• Remote Machine Configuration
– Including Registry and Services
• Database Configuration
• Wizard to help set up the Deployment
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-13
Web Administration
Configuration Manager is used for
very little. Some tools still remain.
Outbound Option configuration is
done using Configuration Manager
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-14
System IPCC Options
Supports Additional Options
• Outbound Controller
• Multichannel Controller for Web Collaboration
• Multichannel Controller for eMail
• IPCC Gateway to ICM (Parent/Child)
• Cisco Agent Desktop Server
Options installed on separate machines
• Exception: Cisco Agent Desktop Server can be co-located
with Agent/IVR Controller (reduces scalability)
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-15
System IPCC Deployment Overview
Admin
Browser
2
WebView
Browser
Agent
Desktop
Cisco
Central
Central
Central
CallManger
Controller
Controller
Controller
© 2005 Cisco Systems, Inc. All rights reserved.
Options
Admin &
Central
Reporting
Controller1
Outbound Opt.
Controller
MC Controller
for CeM
Central
Central
Controller
ControllerA
B
Agent/IVR
Central
Controller
ControllerA
B
MC Controller
for CCS
Central
Central
IPIVR
Central
Controller
Controller
Controller
Course acronym vx.x—#-16
System IPCC “Large” Deployment
• All components on separate
machines
• Supports two Admin &
Reporting Workstations
• Central Controller &
Agent/IVR Controller can be
duplexed
• CAD Server can be deployed
on its own machine or coresident with Agent/IVR
Controller
• Supports up to 1000 agents
– Less if CAD Server is coresident with Agent/IVR
Controller
© 2005 Cisco Systems, Inc. All rights reserved.
Admin
Browser
Admin &
Central
Reporting
Controller1
2
WebView
Browser
Agent
Desktop
Cisco
CallManger
Central
Central
Controller
ControllerA
B
Agent/IVR
Central
Controller
ControllerA
B
IPIVR
Course acronym vx.x—#-17
System IPCC “Small/Medium” Deployment
• Central Controller and
Agent/IVR Controller colocated
• Supports two Admin &
Reporting Workstations
• Central Controller &
Agent/IVR Controller can be
duplexed
• CAD can be deployed on its
own machine or co-resident
with Central Controller &
Agent/IVR Controller
• Supports up to 500 agents
– Less if CAD is co-located
with Agent/IVR Controller
© 2005 Cisco Systems, Inc. All rights reserved.
Admin
Browser
WebView
Browser
Agent
Desktop
Cisco
CallManger
Admin &
Central
Reporting
Controller1
2
Central
Controller
&
Central
Agent/IVR
Controller
Controller A
B
IPIVR
Course acronym vx.x—#-18
System IPCC “Demo/Pilot/Lab” Deployment
WebView
Browser
• Demos, Pilots and Labs Only
Admin
Browser
– Not supported in production
• Central Controller, Agent/IVR
Controller and Admin &
Reporting Workstation all coresident
• Can be duplexed
Agent
Desktop
All-In-One
Central
ControllerA
B
• CAD can be deployed on its
own machine or colocated
with other components
• Supports up to 50 agents
– Less if CAD is co-resident
with Agent/IVR Controller
© 2005 Cisco Systems, Inc. All rights reserved.
Cisco
CallManger
IPIVR
Course acronym vx.x—#-19
Parent/Child
ICM
A
B
• Supports Connecting to Parent ICM
via Gateway PG
• Gateway PG must be installed on
separate machine
Gateway
PG
Central
ControllerA
• Parent ICM can be auto-configured
with data from Child System IPCC
B
System IPCC
Agent/IVR
Central
Controller
Controller
A
B
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-20
IPCC System PG
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-21
System PG
• IPCC System PG is similar to Generic PG with coresident CCM and IVR peripherals (PIMs).
• A mixture of CCM and IVR peripherals can operate
within System IPCC, however IVR peripherals are
hidden behind CCM (single routing-client interface like
the ACD model).
• CCM peripherals within System IPCC can share the
common IVR resources if JTAPI triggers are partitioned
properly.
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-22
System PG
• Seamless configuration is achieved through IPCC Web
Administration Tool (one CCM peripheral and five IVR
peripherals are pre-configured).
• Each IVR is configured in the Network VRU Bank table
as Type-9 with a single network label to allow loadbalancing and correlation-id based routing (no
translation-routes).
• Same caller redirected between IVR and CCM is
captured in single termination call detail record (TCD).
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-23
System PG
• Only IP IVR is supported in this release. CVP is not
supported in the Network VRU Bank table.
• System IPCC presents a single peripheral interface to
IPCC Gateway PG through consolidated reporting of
agent and call states.
• Scripting and reporting are more intuitive, e.g. direct
use of Queue to Skill Group node and integrated IVR
and CCM reporting.
• Device Targets are no longer required.
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-24
1 CCM with 5 IVR Peripherals
System IPCC PG
CTI SVR
OPC
PGAgent
MDS
CCMPIM
VRUPIM 1
VRUPIM 2
VRUPIM 3
VRUPIM 4
VRUPIM 5
JGW
SCI
SCI
SCI
SCI
SCI
CTIM
IVR 1
IVR 2
IVR 3
IVR 4
IVR 5
ICM Subsystem
ICM Subsystem
ICM Subsystem
ICM Subsystem
ICM Subsystem
Trans-Rte
1001
Trans-Rte
2001
Trans-Rte
4001
Trans-Rte
5001
Call
Manager
Trans-Rte
3001
CCM Cluster
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-25
Network VRU Bank Table
Trunk Group
Label
IVR1 Translation-Rte Trunk Group
1001
IVR2 Translation-Rte Trunk Group
2001
IVR3 Translation-Rte Trunk Group
3001
IVR4 Translation-Rte Trunk Group
4001
IVR5 Translation-Rte Trunk Group
5001
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-26
Network VRU Bank Table
JTAPI Call Control
Groups must be
defined as JTAPI
Group #1, 3, 5, 7, 9
CTI Route Point
Directory Numbers
can be defined as
any unused
Directory Number
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-27
Routing to IVR
• Only a single label per CCM peripheral is needed to
send calls to an IVR.
• IVR capacity is set by the maximum number of
sessions configured in the JTAPI trigger.
• Each CTI Port on the IVR maps to an individual
trunk in the peripheral trunk group.
• Number of idle trunks is used by Central Controller
to load-balance calls across shared IVRs.
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-28
Parent/Child
• IPCC Gateway PG is an all-events CTI client
receiving consolidated state information through
CTI Server attached to IPCC System PG.
• IPCC System PG diverts routing of all calls arriving
on controlled DNs to IPCC Gateway PG.
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-29
Parent/Child
• IPCC System PG feeds most configuration elements
to CTI Server for retrieval by IPCC Gateway PG (e.g.
auto-configuration and device monitoring).
• IPCC System PG ensures consistent reporting by
sending events to CTI Server when certain call
attributes change such as call type, queue point.
© 2005 Cisco Systems, Inc. All rights reserved.
Course acronym vx.x—#-30