#CLUS
Cisco Unified
Contact Center
Enterprise Planning
and Design
Mike Eady – Technical Solutions Architect
Matt Hammitt– Technical Solutions Architect
BRKCCT-2007
#CLUS
Agenda
• Introduction to Cisco UCCE
• Solution Review
• Design Considerations
• Components and Architecture
• Deployment Models
• Designing for High Availability
• Conclusion and Q&A
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
3
Cisco Webex Teams
Questions?
Use Cisco Webex Teams to chat
with the speaker after the session
How
1 Find this session in the Cisco Live Mobile App
2 Click “Join the Discussion”
3 Install Webex Teams or go directly to the team space
4 Enter messages/questions in the team space
Webex Teams will be moderated
by the speaker until June 16, 2019.
cs.co/ciscolivebot#BRKCCT-2007
#CLUS
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
4
Cisco Contact Center Portfolio
Unified
Contact Center
Express
• Small/Medium
Business
• Up to 400 agents
• Easy to buy, deploy
and manage
Unified
Contact Center
Enterprise
Hosted Collaboration
Solution
for Contact Center
• Large Enterprises
• Large Enterprises
• Up to 24,000 agents
• Up to 24,000 agents
• Flexible deployments
• Partner Hosted
Customer Journey
Platform
• Small/Medium
Business
• Native cloud solution
• Cisco Hosted
Common Licensing with Contact Center Flex Plan
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
5
Cisco Unified Contact Center Enterprise
CRM (SFDC and others)
Finesse
Voice
Portal
Outbound
Email
Contact Center Enterprise
Precision
Routing
Chat
Agent
Request
Callback
Task
Routing
Live
Data
Video
Intelligence
Center
Unified Communications Manager
Applications Platform
Unified Computing System
360°
view of your
customer
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
6
Cisco Unified Contact Center Enterprise
• Cisco’s Large Contact Center Solution
• Designed for Enterprise and Hosted Environments
• Scalable Architecture
• Fault Tolerant
• Highly Available
• Multiple Deployment Models
• Centralized or Distributed
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
7
Solution
Components and
Architecture
Cisco Unified Contact Center Enterprise
• Core component
•
Brains/Intelligence and agent selection for all channels
•
Queue Control
•
Screen Pop
•
Customer Experience
•
Reporting – Historical and Real-time
•
Real-Time Communication, Agent State, Statistics
•
Gateway to outside peripherals including other vendor ACD
•
Administration/business rules
• Instance scales up to 24,000 Concurrent agents
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
9
Contact Center Enterprise Solution Core
Finesse
CVP
CUIC
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
10
Cisco Unified Contact Center Enterprise
Server Configuration Options
Software Components
Router
Logger
Rogger
Admin and Data
Router
Logger
PG
Standard PG
CTI/Finesse
Dialer
Agent PG
MR PG
VRU PG
Dialer
#CLUS
•
HDS
•
CUIC
•
Live Data
•
Id Server (SSO)
•
CCMP
•
Web Admin
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
11
PG Configuration
Prior to 11.5
Release 11.5 and Beyond
Agent PG
• VRU PG includes two PIMs
CUCM PIM
CTI Server
CTI OS
Generic PG
CUCM PIM
Agent PG
• MR PG includes PIMs to
CUCM PIM 1
VRU PIM
VRU PG
VRU PIMs
with a 1:1 pairing to a CVP
servers on Side A and Side B
PG
support these functions:
VRU PG
CTI Server
VRU PIM 1
VRU PIM 2
CTI OS
SIP Dialer
MR PG
MR PG
MR PIM 1
MR PG
2
3
4
•
Outbound Option
•
Enterprise Chat and Email
•
SocialMiner. This PIM handles
Task Routing and Agent
Request.
•
Third-party integrations
VRU PIMs
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
12
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
13
Unified Contact Center Enterprise Core
• Design Considerations
•
•
•
Location
•
Central Controller, AW/HDS – Data Center
•
Peripheral Gateway – same LAN segment as UC Manager
Scale
•
Router/Logger – 24,000 agents
•
Standard PG – Finesse = 2,000 agents, CRM - varies
Network Considerations – Server to Server
•
Finesse to Finesse – 80ms round trip
•
Private Network – CC to CC, PG to PG – 80ms round trip
•
Public Network Core to PG – 400ms round trip
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
14
Queuing,
Messaging and
Self Service
Contact Center Enterprise Solution Core
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
16
Cisco Voice Portal (CVP)
Components
• Voice/VXML Gateway – IOS-based or Virtual Voice Browser (VVB)
• Call Server
•
Provides Call Control Signaling
•
Interface for UCCE PG – translates CCE VRU commands to VXML
•
SIP
• Media Server
•
Web server that stores predefined wave files
•
Can be clustered and pooled
• VXML Application Server
•
Hosts the VXML runtime
•
Executes VXML applications
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
17
Cisco Voice Portal (CVP)
Components
•
•
•
Ops Console (OAMP)
•
Administrative Tool/Configuration
•
Diagnostics
•
Windows/Server component
Call Studio
•
Offline service creation tool via eclipse
•
Desktop software
CVP Reporting Server
•
•
IBM Informix Dynamic Server (IDS)
ASR/TTS
•
Non-Cisco
•
Communicates to gateway via MRCP
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
18
Functional Models
• Comprehensive (reference design)
•
Pure IP-based contact center, IVR, call control, queuing
• CVP Standalone (non-reference design)
•
Automated Self Service IVR, no queueing, limited call control,
no formal agent
•
Optionally with ICM Lookup
• Call Director (non-reference design)
•
IP enabling TDM ACDs
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
19
Cisco CVP Design Considerations
• Features
•
Self-service
•
Courtesy Callback
•
Agent Greeting
•
Whisper Announcement
• Sizing
•
Ports per Server (up to 3000) virtual platform (900 per server 11.0 and earlier / non-reference design)
•
Agent/ signaling Impact on number of sessions
• Service Creation
•
CVP Studio
•
UCCE Script Editor
• CVP Reporting Server
•
Required for Courtesy Callback
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
20
Cisco CVP Virtualization
• Virtual Voice Browser – VVB
•
600 Sessions Per VM OVA
• Virtual Cube - vCUBE
•
60% of advertised capacity for Contact Center Deployments
• Virtual Cisco Unified Proxy - vCUSP
OVA Driven up to 400 RPS
• Virtualized post 9.x
•
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
21
Outbound Option
Outbound Dialer Overview
•
Allows agents to participate in outbound campaigns using a software IP-based dialer.
•
Supports preview, direct preview, progressive and predictive modes.
•
Campaign Management
•
•
•
Agent Based Campaigns / IVR Based Campaigns
SIP dialer
•
Dialer ports are not endpoints registered to CUCM
•
Call Progress Analysis (CPA) done at the GW
•
Agent Call reservation is now virtual
•
No RTP traffic between dialer and GW
•
Large scalability improvements for Agent PG and CUCM
•
Better outbound dialing predictive performance
•
Simpler Administration and Management
Partner for sophisticated campaign management
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
23
Design Considerations
•
Most deployments utilizing outbound option require Cisco Unified SIP Proxy
•
Supported outbound voice gateways (CPA/AMD)
•
CUBE supported – see UCCE Solution Compatibility Matrix for supported IOS versions
https://goo.gl/viTzdB
•
•
Supports ISR G2 (29xx and 39xx)
•
Supports ASR100X
•
Supports ISR G3 (43xx and 44xx)
Sizing
•
•
Blended Agents = Maximum agent capacity – 1.33 (SIP Dialer ports)
API Based Campaign and Import with 11.5
•
10k records imported per request
•
Queue up to 30 requests simultaneously
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
24
Cisco UCCE
Deployment
Models
What Is Reference Design?
• Set of Cisco validated designs of our contact center enterprise solutions
• Defines the technologies and topologies that fit the needs for most
deployments
• Focuses on simplifying the contact center enterprise solution design
• Provides complete contact center functionality based on components that
are strategic to Cisco
What Is Non-Reference Design?
• Solutions that include anything that the Reference Designs do not
specifically allow
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
26
Reference Design
Contact Center Solution
SW1
SW2
VM 1
VM 2
Reference Design
Solution Components
SW3
…
[SW Releases, Features, Core & Optional
Components]
VM n
Tested Reference VM Layouts
Virtual Machine(s)
[Reference VM Layouts, Resource Provisioning]
Hardware
Physical Server(s)
[TRC, Spec Based]
Topology
Network
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
27
Solution Components
Core Components
Integrated Features (ON/OFF)
No additional hardware
Contact Center Services
Cisco Optional Components
Additional hardware/VM
UC Infrastructure
Third Party Optional Components
Additional hardware/VM
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
28
Solution Components
Core Components
Unified Contact Center Enterprise
Unified Customer Voice Portal
Contact
Center Services
Unified Intelligence Center
Contact Center Enterprise Integrated Features
Integrated
Features
(ON/OFF)
Agent
Application
Business
Outbound
Greeting
Gateway
Hours
No additional hardwareOption
Courtesy
Callback
Mixed
Codec
Precision
Routing
Mobile
Agent
Phone Ext.
support
Post Call
Survey
Database
Extension
Mobility
Integration
Single
Sign-On
Whisper
Announce
Optional Components (Additional Servers Required)
Cisco Optional Components
Cisco SocialMiner
Additional hardware/VM
Cisco Remote Expert
Cisco Finesse
Unified Communication Manager
UCB &Infrastructure
C Series , TRC
Cisco SIP Proxy
Enterprise Chat and
Email
Silent Monitoring
Third-Party Components (Additional Servers Required)
DNS
Servers
Balancers
Third
Party Optional Load
Components
Recording
Additional
Speech
ASR/TTS hardware/VM
Wallboards (nonCUIC)
WFM
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
29
Reference Designs
Non Reference Designs
Core Components
Integrated Features (ON/OFF)
No additional hardware
IVR: CVP
ACD: CCE
Cisco Optional Components
Additional hardware/VM
IP-IVR
Call Control: UCM
Gateways
Centralized
TDM ACD PG*
ICM to ICM Gateway
Desktop: Finesse
Reporting: CUIC
Parent Child
Third Party Optional Components
Additional hardware/VM
Topology Options
Distributed
Global
Remote Office Options
#CLUS
BRKCCT-2007
CVP Standalone, Call
Director, VRU only
ICM NIC
• Avaya PG is part of HCS-CC
solution reference design.
• App GW not supported for
HCS-CC Small Contact Center
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
30
Reference Design to Solution Mapping (12.0)
Reference Designs
PCCE Solution
HCS-CC Solution
UCCE Solution
2000 Agent
Yes
Yes
Yes
4000 Agent
Yes
Yes
Yes
12000 Agent
Yes
Yes
Yes
24000 Agent
No
Yes
Yes
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
31
Reference Design Provisioning
Reference Designs – VM Layouts
Reference Design
VM Layout
2K
4K
12K
VM Resource Provisioning Policy
Up to 2 vCPU per
physical core
24K
Up to 65% of
total CPU MHz
Up to 80% of
total Memory
Needed for
• Modifying Ref. Design VM Layout
• Non-reference Design deployment
Model
• Third-party or optional components
• UCS spec-based or third-party
spec-based servers
• Upgrade but not planning to migrate
to Ref. Design VM Layout
Based on UCS TRC servers.
• Leverage oversubscription
• You can subtract VMs
• You can NOT add other VMs
• Reference VM Layouts let you go
over Resource Provisioning limits
•
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
33
VM Resource Provisioning Policy
Server C240 M5SX
Component
Rogger
AW-HDS-DDS
PG
CVP Server
Finesse
CVP Reporting Server
CUIC Sub
CUCM Sub
ECE
VVB
vCPU
4
4
2
4
4
4
4
4
4
4
CPU Rez
5000
5000
4000
3000
5000
1800
5500
7200
4000
7200
RAM Rez
6
16
6
12
10
6
16
8
20
8
Server Capacity
28
72800
128
Used
Max Allowed
34
56
VVB
Reference
Design
Reference
Server
Reference
VM Layout
YES
YES
YES
NO
YES
YES
YES
NO
NO
NO
NO
YES
43700 (60%)
96
47000 (65%) 102.4 (80%)
#CLUS
BRKCCT-2007
Resource
Provisioning
Required
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
34
2000 Agent Reference Design VM Layout
• All solutions support this design [PCCE, UCCE, HCS-CC]
• CUIC, Live Data, and the IdS are on a single VM
• CUCMs can be deployed on separate Servers [2 Subs dedicated for CCE]
• Co-resident CUCM can support a maximum of 2000 phones
• Optional AW-HDS-DDS per site on external servers
• ECE Data Server can be on-box up to 400 agents, off-box up to 1500 agents.
• ECE Web Server on an external server
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
35
4000 Agent
• HCS-CC, PCCE and UCCE solutions support the 4000 Agent Reference
Design.
• Adds a pair of servers.
• Only two AW-HDS-DDS per side
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
36
12000 Agent
• HCS-CC,
PCCE and UCCE solutions
• Separate VM for Routers and
Loggers
• Servers 5A, 5B, 6A, 6B are
optional. [>8000 Agents]
• Max 6 CUIC (3 per side) with
max 1200 Reporting users
• Max 6 AW-HDS (3 per side)
with max 1200 Reporting
users
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
37
24000 Agent
• HCS-CC and UCCE
solutions
• Separate VM for Routers and
Loggers
• Max 6 CUIC (3 per side) with
max 1200 Reporting users
• Max 6 AW-HDS (3 per side)
with max 1200 Reporting
users
• PCCE does not support this
model.
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
38
Topology
Centralized
Side A
* -- Could be centralized or distributed
** -- Remote DC could be co-located with Core DC.
Side B
Geographic
Redundant DC
Distributed
Side A
80ms
RTT
Note: Global is supported for PCCE 11.6
Side B
Remote DC **
Core DC *
Global
Remote
Office
Options
Side A
80ms
RTT
Side B
PG
CUCM, Finesse,
CVP, GW
Home Agent
with CVO
Mobile
Agent
400ms
RTT
200ms
RTT
Branch
Office (LBO)
Office with
Agents
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
39
PG Count
Reference Designs
Max PGs
Max Standard PGs
2000 Agent
30
4
PQ and Live Data enabled
4000 Agent
100
4
PQ and Live Data enabled
12000 Agent
150
12/24
PQ and Live Data enabled (24
when using XL Live Data OVA)
24000 Agent
150
24
PQ and Live Data enabled
#CLUS
Notes
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
40
Cisco UCCE High
Availability Design
Highly Available Design Considerations
Minimum Criteria:
 All production deployments must be duplex – CC, PGs
 Design for worst possible failure scenario
 One CUCM publisher and two subscribers (each sub backs up
the other– phones, agents and apps distributed across subs)
 Multiple AW/HDS, CUIC – reporting is critical
 Separate Private Network – follow published guidelines in
Design Guide for path diversity.
 No single point of failure - Separate data and access switches
for redundant components.
 Multiple carrier gateways that can handle the entire call load
 Size for full failure…redundancy to handle full load
 HA WAN – dual path and fully redundant
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
42
Contact Center Enterprise Networks
Network Requirements (Visible and Private)
Long
Distance
(800) Carrier
 Unified CCE component Redundancy
 Side A and Side B mirror of each other
Combo
GW
VXML
CVP
CVP
Combo
GW
VXML
Conference
Conference
DSPs
DSPs
T1s
T1s
Proxy GW
Proxy GW
CUSP
CUSP
 Call Router
 Run in synchronized execution
 Either side is capable of running the full load of the solution
 A and B sides are both executing the same set of messages
 Peripheral Gateway
CUCM
Cluster
CUCM
Cluster
PG
PG
 Hot-standby mode
 Finesse
 Both servers are always active
 Administration & Data Servers
Rogger
Rogger
Campgn Mgr
Campgn Mgr*
ICCS
UCCE/PG Public
UCCE/PG Private
 Deployed in pairs for fault tolerance
 Visible (Public) and Private networks
 Campaign Manager redundancy with 11.6
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
43
High Availability
Unified CCE Component Redundancy
Agent PG
A
JTAPI
Unified CM 1
(CCM+CTIM)
Agent PG
B
JTAPI
Unified CM 2
(CCM+CTIM)
Deployment with 2000 agents
Agent PG
A
1000
agents
Agent PG
B
 CTI Manager Redundancy
 PG side A and PG side B connect to separate
CTI Manager servers
 Only one side of the PG and its associated CTI
Manager are actively monitoring the devices
 If either PG A or CTI Manager 1 fails, PG B and
CTI Manager 2 will become active
 Deployment with 2,000 agents:
1 PG required (PG A + PG B).
1 PIMs on PG
2 Unified CM Subscribers running the CTI
Manager service
1000
agents
Unified CM
(CCM and CTI Manager Services)
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
44
High Availability
Unified CCE Component Redundancy
CVP
VRU PG
A
VRU PG
B
CVP 1
CVP 2
 VRU Redundancy
 CVP
 CVP components
 SIP Proxy
 Voice GW
PSTN
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
45
Design Considerations
•
Channel
•
•
•
•
Calls per Second, # of Agents per Channel, # of
Contacts per Channel, Blending, Entry Points
•
Self Service, CRM Applications, Contact History,
Knowledge Base, Workflow, Video
Locations
•
Agents, Applications, Number of sites, How many
and where
Virtual Machines, Storage, Network Fabric, Device
Support
Active Directory, Security
Presentation and Access Services
•
Desktop Portal, Client Applications
•
Operational Reporting
•
Enterprise Administration/Operations
•
Delivery/Endpoints/VXI
•
Redundancy/Resiliency
•
Consider Future
•
Customer Collaboration Services
•
Network and Data Services
•
Business Applications/Integrations
•
•
Inbound Voice, Proactive Outbound, Email, Web
chat, Social Media, Mobile Apps
Scale
•
•
•
Design to end game and map how to get there
(Roadmap)
Intelligent Routing, Enterprise Reporting,
Recording, Notification, Access to Knowledge
Workers, Whisper, Greeting, Work Force
Management, Reader boards
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
46
IaaS Support
Cisco Collaboration Consumption Options
Cloud
UCM IMP CUC UCCE/X
Webex Webex
Calling Meetings
Webex
CJP
Teams
Cisco SaaS
Cisco apps
on-premises
Calling CC Meetings Teams Edge
BroadWorks
Cisco-powered
Partner SaaS
VMware Cloud on AWS
Cisco apps on
3rd-party IaaS
BE6000/7000
Cisco HyperFlex / UCS
3rd-party Compute +
DAS/SAN/NAS/HCI
Cisco Appliance
Cisco Datacenter
3rd-party Datacenter
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
48
Example Deployment
Blue = supported by Cisco
Gray = supported by 3rd-parties
Calling
Messaging
Preferred Architecture for Enterprise Voice
UCM+IMP 12.5 for up to 5K devices
UCM
Pub
UCM UCM
TFTP2 Sub2
IMP
Sub
UCM UCM IMP
TFTP1 Sub1 Pub
VM
VM
VM
VM
VM
VM
VM
(total 14C)
Care
UCCE: 2000 Agents Reference Design
UCCE 12.0 for up to 2K agents
RGR A
PG 1A
CVP
OAMP
CVP
1A
VM
VM
VM
VM
Finesse1 CUIC/LD/IdS AW-HDS-DDS
Pub
Pub
1
VM
• 4-box vSAN cluster (expandable to 16)
• Each box =
2S/18C/2.30 GHz (E5-2686v4)
512GB RAM
8xNVMe for 40TB raw usable storage
VM
VM
RGR B
CVP
CVP
PG 1B Reporting 1B
VM
VM
VM
VM
Finesse1 CUIC/LD/IdS AW-HDS-DDS
Sub
Sub
2
VM
VM
VM
(total 40C)
From https://cloud.vmware.com/vmc-aws/pricing
- On-demand = ~$33/hour list price
- 3 Year Reserved = ~$145K/year list price
- plus “data transfer, egress and IP charges”
See link above for latest.
VMware Cloud
VPN or DX to VMC
Customer’s
intranet WAN
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
49
UCCE 12.0 on VMware-Cloud
Deployment Considerations
• VMC-AWS is Spec-Based Deployment Model
• VMware-Cloud will enable UCCE VMs to install in AWS Environment
• CJSBU will allow perpetual license deployment to VMC-AWS; subscription
model not required
• Customer responsibility to convert licensing from premises to cloud
(perpetual to subscription) for:
•
MS Windows Server
•
MS SQL Server
• Separation of support duties:
•
Customer would work with VMC-AWS for environmental/server issues
•
Customer would work with Cisco for break-fix on CC products
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
50
UCCE 12.0 on VMware-Cloud
Notes
• Cisco Unified Communications Manager (CUCM) 12.5(1) or greater
• Cisco Unified Communications Manager - IM & Presence (CUCM
IM&P) 12.5(1) or greater
• Cisco Unity Connection (CUC) 12.5(1) or greater
• Cisco Unified Contact Center Express (UCCX) 12.0 or greater
• Cisco Unified Contact Center Enterprise (UCCE) 12.0 or greater
• Older versions and/or unlisted applications are not permitted or
supported for VMware Cloud on AWS.
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
51
Summary
• Cisco Collaboration on VMware Cloud on AWS
UCM IMP CUC UCCE 12.0
12.5 12.5 12.5 UCCX 12.0
(VMC-AWS)
• New specs-based 3rd-party infra option (with some
additional caveats)
• Use for deals that require IaaS and won’t accept
on-premises or Cloud/Hosted SaaS offers
VMware Cloud on AWS
• Reference-sell, not a “validated solution, CVD
“vSAN aaS”
vCenter + NSX + ESXi 6.7
(version subject to change)
• Cisco sells & supports Collaboration Applications,
Phones, Headsets & other Endpoints
VPN / DX /
Interconnect Provider
or TRC”
• VMware sells & supports public cloud IaaS
• ISP or Interconnect Provider sells & supports
network access to IaaS
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
52
Cisco Task Routing
Task Routing API
3rd party Apps
REST APIs
Routing
Administration
Reporting
o REST APIs
o Integrate 3rd party multichannel
apps with CCE
o Routing, Administration &
Reporting via CCE
o SocialMiner Platform as task
ingress gateway
o Finesse APIs for non-voice
agent state & Task control
Contact Center Enterprise
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
54
Cisco Task Routing Components
Required Components
•
PCCE/UCCE/HCS-CC
•
SocialMiner
•
Media Routing PG
•
Finesse
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
55
Task Routing Dialog Work Flow
Third-party Applications
Customer App
8. MEDIA (optional)
Agent App
XMPP
Listener
5. XML notification
1. Create TASK
(Accept/Start /Close ..)
XMPP Service
Social Miner
Platform /
Multichannel
Gateway
2. Create Task
Request
6. Task Control
Finesse
4. Events
3A. Estimated Wait Time
(Precall / Started / Closed)
3B. Agent route confirmation
7. Commands
(Accept / Start / Close)
REST (HTTP)
MR
ARM
MR PG
Agent PG
UCCE
XMPP
Logger
Router
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
56
Design Considerations by the Numbers
12.0 Task Routing Limits
• 15,000 tasks per hour
• 5 tasks per second
• 15 active tasks per agent
• 2000 Task Routing agents
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
57
Cisco Enterprise
Chat & Email
Enterprise Chat and Email (ECE)
• Enterprise functionality with small footprint
• Included with all CCE deployment models: CCE,
PCCE, HCS-CC
• Tighter integration into
Cisco solution
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
59
Enterprise Chat and Email Design Considerations
• Finesse agent gadget to handle multi-session
email and chat
•
Simpler, faster, designed as Finesse gadget
•
Available on all CCE supported browsers (IE11, Chrome, Firefox)
• Deployment models
•
Small footprint for up to 400 blended agents
• This deployment model is supported with PCCE ‘on-the-box’ as well as stand-alone for CCE.
•
Dedicated servers for larger agent counts (1200+)
• Simplified installation with PCCE
#CLUS
BRKCCT-2007
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
60
Cisco Single Sign On
Cisco UCCE SSO Review
• 11.5 Phase 1- supported products
• UCCE
• New VoS component – Identity Server, IdS. Two node cluster.
• 4000 SSO agents (hybrid mode supported)
• Resources (Finesse, CUIC) must be local to IdS
• Remote PG’s not supported
• PCCE
• New VoS component – Identity Server, IdS. Two node cluster co-resident with CUIC
LiveData
• 2000 SSO agents
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
62
Cisco UCCE SSO Architecture
Side A
Side B
Centralized
Distributed
Global
Side A
80MS RTT
Side A
80MS RTT
IdS (1)
Side A
Side A
Not included in Release 11.5
400MS RTT
PG
Finesse/UCM
/CVP & VGW
IdS (2)
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
63
Cisco UCCE 11.6 SSO Review
•
CCE/PCC/HCS Finesse agents and supervisors
•
PCCE Supervisor re-skill gadget
•
Cisco Unified Intelligence Center agent and supervisors
•
New Enterprise Chat and Email
•
SocialMiner UQ interface
IdS
CC Servers
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
64
Cisco UCCE SSO Review
• 12.0 Support for SSO
• UCCE
• 12,000 and 24,000 Reference Design – support 12,000 agents
• 4,000 Reference Design and above require standalone IdS VM
• SSO supports agents and supervisors only
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
65
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online session
evaluation
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• Complete a minimum of 4 session
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#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
66
Continue your education
Demos in the
Cisco campus
Walk-in labs
Meet the engineer
1:1 meetings
Related sessions
#CLUS
BRKCCT-2007
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
67
Continue your customer journey solutions education
BRKCCT-1511
Techtorials
Techtorial
Techtorial
UCCE
TECCT-2022
TECCT-3022
TECCT-2005
BRKCCT-2035
Analytics
Desktop
Instructor led
labs:
Advanced
BRKCCT-1518
DevNet Sessions
UCCE
UCCX
LTRCCT-2051
LTRCCT-2010
UCCE
CJP
LTRCCT-3051
LTRCCT-1050
#CLUS
Integration
BRKC
CT2010
BRKCCT-2004
Instructor led
labs:
Intermediate
AI/BOTs
BRKCCT-2009
BRKCCT-2001
Instructor led hands-on
CVP
UCCX
BRKCCT-2210
Security
BRKCCT-1003
BRKCCT-2007
BRKCCT-1011
Upgrade /
Migration
Troubleshooting
BRKCCT-1001
BRKCCT-1002
PSOCCT-1645
CJP
BRKCCT-1051
Design &
Planning
BRKCCT-2056
UCCE
UCCX
Roadmap /
Features
Flex
BRKCCT-2002
Product
strategy
APIs
CJP
DEVWKS-2488
ECE
Omni-channel
DEVWKS-2489
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
Thank you
#CLUS
#CLUS
Summary