Cisco Contact Centers
Part 1
© 2013 PSS Confidential
Cisco Contact Centers
There are three primary Cisco Contact Center
product offerings
 UCCE – Unified Contact Center Enterprise
 CVP-based Queue & IVR
 IPIVR-based Queue & IVR
 12,000+ Agents per instance
 Packaged CCE – Packaged Contact Center
Enterprise
 CVP-based Queue & IVR Only
 Single Physical 2RU Server for all
Telephony and Contact Center software
 1,000 Agents per instance
 UCCX – Unified Contact Center Express
 Basic Contact Center, based on IPIVR
 Up to 400 Concurrent Agents
2
Cisco Voice and Unified Communications
 Voice Gateways / Integrated Services Routers
 PSTN Connectivity
 TDM: DS0, T-1, E-1, DS-3 – Convert to SIP signaling and
G.711, G.729, and other CODECs
 SIP – provides security barrier and termination point
 VXML Browser
 SIP Proxy
 DSP Resources
 Network
 PoE (Power over Ethernet) to power phones
 QoS (Quality of Service) to prioritize voice
 Unified Communications Manager (formerly Call Manager)
 Phone Configurations, Dial Plans, Route Points, Music on Hold
 Phones
 Physical audio-only and Video
 IP Communicator Softphone
3
Cisco Unified Contact Center Enterprise
 UCCE and Packaged CCE are the same code base
 Automatic Call Distributor (ACD)
 ICM Provides the Core Scripting and Routing Engine
 Historical Data Server Provides for Reporting
 Requires a Prompting and Queuing System
 Unified IPIVR – IP Interactive Voice Response
OR
 Unified CVP – Customer Voice Portal
 Agent Desktop (CTI)
 Finesse
 Cisco Agent Desktop
 Adapters for Common CRM Packages (e.g. SF.com, Siebel)
 Other Custom Integrations via API
4
Cisco Unified Contact Center Enterprise
 IVR / Self Service
 CVP Provides the Infrastructure for Robust Self Service
Applications
 DTMF, Speech Recognition, and Text to Speech
 Gateways (with VXML Browsers) Can Be Located Anywhere,
Core Servers Remain in Central Locations
 Blended Outbound Dialing
 Predictive, Progressive, Preview, Direct Preview
 Retains Same Architecture, Additional Software Loaded and
Slightly Higher Server Count
 Optional / 3rd Party ALI (Austin Logistics) OnQ and CallTech used to
manage dialer lists and provide “best time to call”
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Cisco Unified Contact Center Enterprise
 Multi-Channel
 Email Interaction Manager
 Advanced Email Routing and SLAs
 Knowledge Base
 Automatically Suggests Responses
 Template Email Responses with Customer Name, Product
Names, etc.
 Web Interaction Manager
 Chat
 Click to Call
 Co-browse
 System Blends Inbound and Outbound Voice, Emails, and Web
Interactions
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Cisco Unified Contact Center Enterprise
 Administration
 Core IT Team Uses Native Tools
 Moves, Adds, Changes, Deletes, Agent Re-Skilling all Handled
Through Permissions-based Cisco Unified Contact Center
Management Portal (CCMP)
 Reporting – Cisco Unified Intelligence Center (CUIC)
 Real-time Reporting
 Views
 Tabular Dashboards
 Historical Reporting
 Quality Management / Call Recording – All Third Party
 NICE, Verint, Calabrio, others
 Workforce Management – All Third Party
 NICE, Verint, Calabrio, others
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Inbound Call with IPIVR
Instruct
Transfer to
Agent
Notification Call
has Arrived
Instruct IPIVR, Play
Q Announcement
Instruct Trans
to IPIVR
Route
Request
Agent
Available
Transfer to
IPIVR
Data to
Agent
Gateway
Route
Request
Screen Pop
Agent
Control
RTP
PSTN / Digital Voice
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Inbound Call with CVP
VXML Documents
and Responses
Send to
VRU
Transfer to
Agent
Instruct IVR
Service
Translates Label DN
to IP Address of Target
VXML Gateway
New Call
Notification
SIP
Invite
Route
Request
SIP
Invite
SIP
Invite
Route
Request
Agent
Available
SIP
Invite
SIP
Invite
Successful Exit Path of
Send to VRU Node
Run Script Nodes to Direct
CVP by Sending VXML
Screen Pop
Control
RTP
PSTN / Digital Voice
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UCCE Architecture – Core A
10
UCCE Architecture – Core B
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UCCE Architecture – Remote Locations
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Cisco Documentation
 http://www.cisco.com
 For all Unified Communications and Contact Center Products
 Mouse over “Products & Services”
 Click on “Voice & Unified Communications”
 Click on “View All Voice and Unified Communications Products”
 UCCE Design Guides
 http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod
ucts_implementation_design_guides_list.html
 CVP Design Guides
 http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod
ucts_implementation_design_guides_list.html
 Unified Communications Design Guides
 http://www.cisco.com/en/US/products/sw/voicesw/ps556/produc
ts_implementation_design_guides_list.html
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Questions
&
Discussion
14