Unified Customer Voice Portal
Cisco Consultant Program
Deep Dive Call – November 3, 2006
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
Agenda
• The Experience Imperative
• Contact Center Realities
• CIO’s Investment in Flexibility
• CVP: Flexible Interactions
• CVP Product Roadmap
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The Experience Imperative
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Loyalty Drives Customer Profitability
• Loyal customers
generate higher profits
by spending more on
favorite brands
Interactions build loyalty—
and profitability—by
delivering rich, rewarding
experiences to a wide
range of customers
Premium
Referrals
Loyal customers are
more profitable
Life Cycle
Add Sales
Acquisition
Costs
Base Profit
Base Profit
This should grow,
because less
expensive to serve
Yr. 1
Yr. 2
Time
Sources: Forrester, March 2004; Frederick Reichheld, The Loyalty Effect, 1996
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Service Quality is Key to Customer Loyalty
Likelihood to (Re)Purchase
As products commoditize, service quality has the highest
impact on customers’ decisions to leave or stay.
5:1
difference
Service
Quality
Product
Features
Price
Source: Harvard Business Review, 2004; Monitor Group (Rayport, Jaworski)
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Executive Trends Echo QoS Focus
Customer Satisfaction Figures
Into Some Executives’ Bonuses
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Cornerstones of Customer Experience
I.
Customer knowledge driven interactions
II. Consistent messaging across channels
III. Philosophy of learning / optimization
IV. Brand-building interactions
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Contact Center Realities
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The contact center and the phone, in particular,
are critical for customer service.
Percent of All Service
Transactions
Customer Service Inquiries
> 70%
15%
Phone
Online
10%
Mail
< 5%
< 5%
Branch
Other
Trend:
Source: First Manhattan Consulting Group, Gartner (2005)
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Common Complaints about Experience
Inconsistent service
experience
Agent doesn’t know
who I am
Poor usability, e.g.,
“voicemail jail”
Agent not trained
to handle my problem
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Silos in the Contact Center
IVR
ACD
Quality
Monitoring
Agent
Desktop
CTI
PBX
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Chat
E-mail
Workforce
Optimization
Outbound
Dialer
© 2006 Cisco Systems, Inc. All rights reserved.
Video
Dashboard and
Analytics
Cisco Confidential
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CIO’s Investment in Flexibility
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Repetitive Coding for Data Access
Enterprise
Application
Data Access
Data
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Data
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Data
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Repetitive Coding for Data Access
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Enterprise
Application
Enterprise
Application
Enterprise
Application
Call Center
Applications
Data Access
Data Access
Data Access
Data Access
Data
Data
Data
Data
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Messaging Infrastructure Simplifies Applications
Enterprise
Application
Enterprise
Application
Enterprise
Application
Messaging Infrastructure
(Tibco, MQ Series, XML Data Feeds)
Data
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Data
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Data
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Contact Center Bears Little Benefit
Enterprise
Application
Enterprise
Application
Enterprise
Application
Messaging Infrastructure
(Tibco, MQ Series, XML Data Feeds)
Data
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Data
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Data
Call Center
Applications
Data Access
Data
Cisco Confidential
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Business Rules Reused Across Applications
Enterprise
Application
Enterprise
Application
Enterprise
Application
Call Center
Applications
Business
Rules
Business
Rules
Business
Rules
Business
Rules
Messaging Infrastructure
(Tibco, MQ Series, XML Data Feeds)
Data
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Presentation_ID
Data
© 2006 Cisco Systems, Inc. All rights reserved.
Data
Data Access
Data
Cisco Confidential
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Unified Application Infrastructure
Enterprise
Application
Enterprise
Application
Enterprise
Application
Unified Application Infrastructure
(WebSphere, WebLogic, .NET)
Messaging Infrastructure
(Tibco, MQ Series, XML Data Feeds)
Data
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Data
© 2006 Cisco Systems, Inc. All rights reserved.
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Data
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Contact Center Bears Little Benefit, Still
Enterprise
Application
Enterprise
Application
Enterprise
Application
Unified Application Infrastructure
(WebSphere, WebLogic, .NET)
Business
Rules
Messaging Infrastructure
Data Access
(Tibco, MQ Series, XML Data Feeds)
Data
Session Number
Presentation_ID
Call Center
Applications
Data
© 2006 Cisco Systems, Inc. All rights reserved.
Data
Data
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SOA a Major Enterprise Investment Trend
Annual Technology and Services Market Sizing ($B)
Call
Center
(Voice)
2005
Four Year CAGR (’05 – ’09)
$7
92%
100%
2009
$9
80%
2005
60%
$6
VoIP
40%
2009
$12
20%
20%
7%
2005
$14
Call Center
VoIP
SOA
SOA
2009
5
10
15
20
$189
160
170
180
190
Source: Gartner, Datamonitor, Lehman Brothers (2005)
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CVP – Applying SOA to the Contact Center
Call Routing
Call Control
Gateway
Call Control
Open API
CVP
GED-125
MRCP
Transfers to
Agents
ASR / TTS
Server
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CVP – Applying SOA to the Contact Center
Call Control
Open API
MRCP
Transfers to
Agents
VoiceXML
CVP
Enterprise
Application
GED-125
Cisco
Elements
Customer
Elements
ASR / TTS
Server
Enterprise
Application
Call Routing
Call Control
Gateway
Enterprise
Application
3rd Party
Elements
CVP
VoiceXML
Server
Unified Application Infrastructure
(WebSphere, WebLogic, .NET)
Messaging Infrastructure
(Tibco, MQ Series, XML Data Feeds)
Data
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Data
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CVP: Flexible Interactions
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CVP
• Fastest growing Contact Center product
• Cisco is deeply committed to the product
Acquisition of Audium
CVP 4.0
• Customers and partners recognizing CVP’s unique
solution
Competitors cannot match capabilities offered with CVP
Integration with IPCC Enterprise provides solution which
cannot be matched by other IP based ACDs
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CVP
Providing the infrastructure to the caller interaction
• VoiceXML application development
using an Eclipse toolkit
• J2EE runtime for serving VoiceXML
• Interprets VoiceXML
• DTMF and Speech
CVP
VoiceXML
Browser
CVP
VoiceXML
Server
TDM or IP
CVP
Call Control
Customers
Enterprise
Infrastructure
Agents
• Telephony switching
and on-net queuing
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CVP
Committed to Open Standards
• CVP is built around standards-based technologies including:

VoiceXML

MRCP

Java (J2EE/J2SE)

SIP

Eclipse

JMX
• To support these efforts, Cisco plays a leading role on
industry standards bodies

Internet Engineering Task Force (IETF)
• MRCP co-chair
• SIP co-chair
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
VoiceXML Forum member

Eclipse Project member
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CVP
Audium Flagship Product
• Target customers
Non Cisco Browser and Operating system environments
Limited ICM support (queuing is not supported)
• Audium’s Flagship supports
Additional non-Cisco voice browsers including TellMe,
VoiceGenie, Avaya, Nortel, Holly, Genesys, etc
Additional operating systems including Linux, AIX and Solaris
and Windows 2003
Additional application servers including Apache Tomcat, IBM
Websphere Application Server and BEA Weblogic
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Gains from the Audium Acquisition
• Award winning Eclipse based SCE – Productivity

Significant acceleration of development timelines

Extensible and interoperable with 3rd party tools (e.g., VTK, RAD, etc)
• Extensible reusable component framework – Consistency

Encourages institutional best practices and reuse for consistent success

Implemented by hundreds of developers worldwide
• Dynamic application delivery – Personalization

Deliver personalized experience based customer knowledge and real time data

Supports market driven customer segmentation

Geographic and cultural localization and branding
• Robust management and scalability – Reliability

Graceful application and server level management (e.g., deploy, update, retire, etc)

Leverages existing web infrastructure to support thousands of simultaneous callers
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CVP Product Roadmap
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Self Service Committed Releases
CY: Early’05
CVP 3.0
• Eclipse IDE
• J2EE Runtime
• Integrated
Service Routers
Mid’05
Early’06
Mid’06
Early’07
CVP 4.0
CVP 3.1
• IBM WAS
• IBM WVS
• Enhanced transfer
• Post-call survey
• Catalyst 6K support
• SIP Call Control
(B2BUA)
• OAM&P
enhancements
• Reporting
enhancements
CVP 3.1 SR1
• AltGK support
• UUI/GTD support
Voicebrowser
upgrades
• VoiceXML 2.1
• MRCP V2
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Release summary
• CVP 3.0
Released February 2005
First release with VoiceXML Server and Studio
• CVP 3.1
Released October 2005
Websphere Application Server support
Websphere Voice Server support
Additional call control capabilities
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CVP 4.0 Enhancements
• Improved service creation capabilities
• SIP call control (B2BUA)
• OAM&P enhancements
• Reporting enhancements
• VoiceXML 2.1, MRCPv2
• VoiceXML Forum certification
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CVP 4.0
Migration that replaces majority of all old ISN components
(Old) ISN AppServer becomes the VRU component, executing
in a J2EE environment
SIP Back-to-Back User Agent replaces ISN Voicebrowser
Note, ISN Voicebrowser will still be supported for customers
with H.323 Network
Release significantly enhances management and reporting
issues concerns seen during deployment
Management system to configure and collect logs from CVP
components
New report database
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Summary:
Simplified CVP 4.0 architecture
Customer Data
Servers
ASR/TTS
Backend
Interface
MRCP
VXML
GED-125
SIP
VoiceXML
Browser
SIP
New CVP Server
incorporating all
previous features
ACD
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CVP 4.0 Functional Components
CVP
VoiceXML
Server
CVP
Operations
Console
Server
API
CiscoWorks
ITEM
JMX
SNMP
Informix
DB
JDBC
VXML
CVP Server
PSTN
VoiceXML
subsystem
SI P
VXML
SIP
subsystem
IVR
subsystem
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RPT
subsystem
Msg
Bus
ICM
subsystem
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CVP Server
• All components designed to be J2EE
compliant
• Components can be co-resident all on one
platform or on separate servers
VoiceXML server
SIP Call Control
ICM Subsystem
ICM PG
• Option of separating components
VXML SS
SIP SS
IVR SS
RPT SS
Msg
Bus
ICM SS
May be better for large deployments
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CVP Server details
• OS Independent design
Initial release supported on Windows 2003
Linux in subsequent release
• AIX support for VoiceXML server
Allows VoiceXML server to be tightly integrated in
customers WAS environment
Only supported when components are distributed
Other components will be Windows 2003
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CVP 4.0: Management Console
Single point for administration and management of CVP
• Installs
• Backup & Restore
• Upgrades
• Configuration
• Application Management
• System Level Reporting
CVP Management Console
CVP
CVP
CVP
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• Web based user interface
• View status of components and applications
• Manage multiple levels of administration
• Centralized reporting server
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CVP 4.0: Operations Console
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CVP 4.0: Configuration Control / Bulk Administration
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CVP 4.0: User Management
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CVP 4.0: CVP Studio
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What’s New in Studio for CVP 4.0
• Element Groups
“Group” multiple Elements as a single entity in a given call flow
Create Element Group Templates for reuse across applications
• Decision Editor
Create business rules with graphical “if/then” logic builder
• Prompt Manager
Table view of all application prompts
Sorting, filters, copy/paste, edit, audio items/groups
• Documenter
Create RTF document/specification based on configured application including call
flows, Element configurations and prompting
Share this electronic document within and across teams
Export prompt lists with content, file naming conventions and “coaching
comments” for distribution to recording studios
• Eclipse 3.1 support
UI and performance improvements including updated look and feel, snap to grid,
best line routing, auto alignment, etc
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Key Feature – Element Groups and Templates
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Key Feature – Element Groups and Templates
Group
Elements
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What’s New in Studio for CVP 4.0
• Element Groups
“Group” multiple Elements as a single entity in a given call flow
Create Element Group Templates for reuse across applications
• Decision Editor
Create business rules with graphical “if/then” logic builder
• Prompt Manager
Table view of all application prompts
Sorting, filters, copy/paste, edit, audio items/groups
• Documenter
Create RTF document/specification based on configured application including call
flows, Element configurations and prompting
Share this electronic document within and across teams
Export prompt lists with content, file naming conventions and “coaching
comments” for distribution to recording studios
• Eclipse 3.1 support
UI and performance improvements including updated look and feel, snap to grid,
best line routing, auto alignment, etc
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Presentation_ID
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46
Key Feature – Decision Editor
Decision Editor
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What’s New in Studio for CVP 4.0
• Element Groups
“Group” multiple Elements as a single entity in a given call flow
Create Element Group Templates for reuse across applications
• Decision Editor
Create business rules with graphical “if/then” logic builder
• Prompt Manager
Table view of all application prompts
Sorting, filters, copy/paste, edit, audio items/groups
• Documenter
Create RTF document/specification based on configured application including call
flows, Element configurations and prompting
Share this electronic document within and across teams
Export prompt lists with content, file naming conventions and “coaching
comments” for distribution to recording studios
• Eclipse 3.1 support
UI and performance improvements including updated look and feel, snap to grid,
best line routing, auto alignment, etc
Session Number
Presentation_ID
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48
Key Feature – Prompt Manager
Prompt Manager
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49
What’s New in Studio for CVP 4.0
• Element Groups
“Group” multiple Elements as a single entity in a given call flow
Create Element Group Templates for reuse across applications
• Decision Editor
Create business rules with graphical “if/then” logic builder
• Prompt Manager
Table view of all application prompts
Sorting, filters, copy/paste, edit, audio items/groups
• Documenter
Create RTF document/specification based on configured application including call
flows, Element configurations and prompting
Share this electronic document within and across teams
Export prompt lists with content, file naming conventions and “coaching
comments” for distribution to recording studios
• Eclipse 3.1 support
UI and performance improvements including updated look and feel, snap to grid,
best line routing, auto alignment, etc
Session Number
Presentation_ID
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50
Key Feature - Documenter
Documenter
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Presentation_ID
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51
What’s New in Studio for CVP 4.0
• Element Groups
“Group” multiple Elements as a single entity in a given call flow
Create Element Group Templates for reuse across applications
• Decision Editor
Create business rules with graphical “if/then” logic builder
• Prompt Manager
Table view of all application prompts
Sorting, filters, copy/paste, edit, audio items/groups
• Documenter
Create RTF document/specification based on configured application including call
flows, Element configurations and prompting
Share this electronic document within and across teams
Export prompt lists with content, file naming conventions and “coaching
comments” for distribution to recording studios
• Eclipse 3.1 support
UI and performance improvements including updated look and feel, snap to grid,
best line routing, auto alignment, etc
Session Number
Presentation_ID
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52
CVP SIP call control
• Implemented as a SIP Back to Back User Agent
(B2BUA)

All H.323 call control functionality supported in SIP
 Improved performance over H.323
 Tighter integration with other CVP and Cisco
components
 Component interoperability with non-Cisco SIP devices
supported
• H.323 Call Control will be supported
 Stack will be upgraded
 Not supported on the CVP-Server (requires additional
server)
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Highlights of SIP Capability in CVP 4.0
• Inter-works with Unified Call Manager SIP trunk
• Inter-works with Voice Gateway via SIP trunk
• Support for SIP Proxy Servers
Proxy server is used to deliver calls to and from CVP call
server as well as providing load balance/fail-over among
CVP call servers.
CVP also supports direct SIP trunking with VGW, CCM
without SIP Proxy Server presence
Cisco will test with CallManager ProxyServer.
Customer/partners will need to perform testing with other
proxy servers
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Highlights of SIP Capability in CVP 4.0 (cont.)
• CVP 4.0 supports SIP RFC-3261 and the following:
RFC 3262 (PRACK) responding to 183
RFC-3515,3891 (Refer, Replace) sending refer/replace
RFC-4028 (Session Timer)
RFC-3265 (SIP Event Notification)
RFC-2976 (Info) sending outbound DTMF
RFC-3398 (SIP-ISUP) handle multipart mime mixed bodies
application type GTD/SDP/NSS
RFC-3323 (Privacy header) pass through
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Reporting Repository
• First phase to support integrating reporting of VoiceXML
Server and call control
• Embedded database will be provided as an option
Informix will be the database used
• Two versions
‘standard’ version
dual processor server
‘premium’ version
dual or quad processor support
up to 144 gigabyte disk storage capacity
ability for partner to add replication services
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Reporting Repository (2)
• Data storage will focus on consolidated database for selfservice
Provides self-service detailed information
Key CVP.CallGuid will be used to link with ICM database
Stored as a Termination Call Variable in the ICM database.
Sample reports using Crystal reports provided
• Sample reports showing capabilities of system will be
provided
Not intended to be used as the de-facto reporting system
Similar to ICM/IPCC Event tables , which many customers extract
this data to warehouse if they need to query it.
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VoiceXML Browser update
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VoiceXML Browser
• Next supported IOS release adds the following
capabilities:
VoiceXML 2.0 Compliance
MRCP V2
VoiceXML 2.1 extension support
Secure HTTP support
• Planned for December 2006
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CVP integration in a Network Module
• Utilizes server that resides in a slot
of ISR 2800 or 3800
Initially will be for VoiceXML server
Investigating support of ASR and
TTS
• Provides one system that offers
Security
WAN Access
‘BRYCE’ Network
Module
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Presentation_ID
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Self Service
PBX (Call Manager Express)
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CVP Video support
Session Number
Presentation_ID
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Video: What's Available Today
Video- enabled Contact Center accepting video calls from video kiosks
over an IP WAN
Operational today at Significan't (UK)
Uses "out-of-the-box" Cisco Unified Contact Center Express 3.5, Cisco
Unified CallManager 4.1, IPVC ISDN Video Gateway/MCU, and Cisco
Unified Video Advantage
This is a "point-to-point" solution with limitations:
No Video IVR; No Video Queuing
No Agent-pushed video
No support for 3G mobile
Video Kiosks
at Local UK
Gov't sites
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Cisco CallManager
Express Agents
with Video
Advantage
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Video: What's Coming
Kiosk
User
CVP
SIP
RTP
Mobile
subscriber
VXML/SIP
(video)
3G
Gateway
Video-enabled
Agent
Video Browser/Streamer
1.
2.
3.
4.
5.
6.
Video-equipped mobile subscriber or kiosk user places call
Caller navigates video menus to make self service or routing selections
Caller selects pre-recorded or live/streamed video for video self-service
Caller views video (pre-recorded or live) while in queue for agent
Call directed to video agent with two or one-way live video connection
Agent can push additional video (pre-recorded or live) to the caller
Planned for CVP 4.x release in 1H CY2007
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Unified Contact Center Management Portal 7.1
option for
Contact Center Enterprise and Hosted
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Contact Center Management Challenges
For the Enterprise or Service Provider:
• Administration of the managed service or enterprise – support for multiple
customers/business units with a wide range of virtual ACD requirements
• Autonomy for the subscribing customers/business units
• Assignment and management of global resources across the managed
service or enterprise (things like agent counts per unit, number of users, …
enforce/manage limits)
• Need to Reduce support costs and…
• Minimize operational costs (drive more capabilities to end-users)
For the End User or Business Unit Manager:
• Daily management of their Virtual ACD
• Multi-level administration
• Audit Reporting
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Unified Contact Center
Many System Management Interfaces
CVP for Voice
Treatment,
Queuing and
Self Service
Multi-Media Contact
Routing, Universal
Queue, Resource
selection,
Outbound Dialing
Call Manager
clusters provide
IP telephony
Contact Center
Home Office
Email Manager
provides Intelligent
automated or agent
previewed
responses
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Collaboration
Server provides
web chat, cobrowsing
© 2006 Cisco Systems, Inc. All rights reserved.
Web services
provide customer
control and
reporting
Branch Office
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Cisco Unified CCMP Solution –
Contact Center Management Portal
Certified Engineers
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Right Users
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The Organizational Challenge –
Management of Virtualized Resources
Site controlled
• Adds
• Moves
• Changes
• Agent Re-skilling
Cable
PPV
Site A
Site B
IPCC Highest Level
Administrator /
Service Provider
Internet
Premium
Outsourcer
Site A
Service
Provider /
Local IT
Dept
Business Unit centralised
visibility
Telephone
Offshore
Site A
…
Site 1
Site B
Site C
Dispatch
Service
Collections
….
Phoenix
Site 4
Albuquerque
Boise
Atlanta
Sales
Agent Group
Agent Group
Branches Homeworkers
Site 3
Site 2
Service
Mobile
Agent Group
Agent Group
Allow your offshore
supplier to work operate
their own virtual space
Team Leaders focus on their team
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
68
Contact Center Management Portal Overview
• Simplifies Contact Center Operations
Unified provisioning of IPCC and CallManager
• Web-based Unified User Interface
• Partitioned System Supporting Multiple Business
Units
• Hierarchical Administration
• Audit Tracking of Configuration Changes
• System Metrics and Measures
• Available with CCE and CCH, Release 7.1
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Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
69
Screen Shots for CCMP
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Presentation_ID
Presentation_ID
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© 2004
2006 Cisco
Cisco Systems,
Systems, Inc.
Inc. All
All rights
rights reserved.
reserved.
Cisco Confidential
70 70
Basic Mode
• Basic Mode for majority of users
Manage Agent teams
Agent Reskilling
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
71
Basic Mode: Reskilling
• From the Skillgroups option
View skillgroups
Change skillgroups for agents in your teams
Agents not in your teams are greyed out
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
72
Basic Mode: Agent Teams
• Manage agent teams
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
73
Basic Mode: Agents
• Edit agents in your team
Copy existing agent or create
from new
In advance
Set supervisors with
permissions like your own
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
74
Advanced Mode
• Advanced Mode for administrators
View audit reports
Create resources
Manage security
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Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
75
Advanced Mode: System Manager
• Resource management
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Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
76
Advanced Mode: Security Manager (Groups)
• Group Creation
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
77
Advanced Mode: Security Manager (Folder
Permissions)
• Folder Permissions
Set by non-global roles
Inherited
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
78
Introduction to Advanced Mode: Global Roles
• Global Permissions
From the Settings option
‘Activate’ non-global roles
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
79
End-User Business Benefits
• Business end-users empowered to manage their
own operations:
Business operations staff work within safe, partitioned,
user friendly interface
Reduced Dependency on IT/Telecoms &/or 3rd party Service
Providers or Enteprise IT to manage changes
Operating costs reduced, business agility improved
The Management Portal leverages the scale and
power of Cisco Unified Contact Center, but removes
the complexity of provisioning
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
80
Product Deployment Models
• Enterprise and Hosted IP Contact Centers
Deployment Models for CCMP Phase1:
Hosted Deployment with one or more customer instances
Traditional Service Provider
Public Sector
Enterprise Deployment with partitioned Business Requirements
Large Distributed Enterprise
Note:
-- Reporting provided via standard Webview or 3rd party product
-- Hosted model requires CTI OS per customer for security
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
81
Basic Portal Architecture
User
Provisioning
Audit Reporting
Web component provides user
interface
Web Component
Application component manages
security and failover
Application Component
Database is a metastate model of the
contact center equipment
Database
Data Import component imports
resources and events into database
Data Importer (microflows)
Provisioning component performs
system integration to IPCC
Provisioning Component
IPCC
Session Number
Presentation_ID
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Cisco Confidential
82
The Management Portal and IPCC
PUB
Web Component
Application Component
PG
AXL
(direct
database
connection)
ICM
Database
Data
Import
ConAPI
AW/
HDS
CMS
Session Number
Presentation_ID
Provisioning
Component
© 2006 Cisco Systems, Inc. All rights reserved.
and direct
database
connection
Cisco Confidential
83
Compatibility
Portal v7.1
Session Number
Presentation_ID
Operating
System
Version
Microsoft®
Microsoft®
Windows™
2003 Server
Standard
2000 Enterprise
Edition
© 2006 Cisco Systems, Inc. All rights reserved.
SQL Server
Version
IPCC
Version
CCM
Version
7.1
4.1.3
4.2.1
5.0.3
Cisco Confidential
84
Release Roadmap for CCMP
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Presentation_ID
Presentation_ID
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© 2004
2006 Cisco
Cisco Systems,
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Inc. All
All rights
rights reserved.
reserved.
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85 85
Roadmap Features for Management Portal
• Expanded Deployment Models for CCH
• Rapid Application Development (RAD) – Script
changes
• Partitioned CTI OS Security
• ‘Partitioning Aware’ basic Reporting
• Other Cisco Voice Applications
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
86
Q and A
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Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
87
Questions?
CiscoCLP@cisco.com
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Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
88
Session Number
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
89