Cisco Unified Contact

Center Enterprise
Planning and Design
Rodger Adams – Solutions Architect
Mike Eady – CIS Consulting Systems Engineer
BRKCCT-2007
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© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Agenda

• Introduction to Cisco UCCE

• Solution Review
• Design Considerations
• Components and Architecture
• Deployment Models
• Designing for High Availability
• Conclusion and Q&A
 CONTACT CENTER & SELF SERVICE AS A SERVICE

Cisco Unified Contact Center

Highly Flexible Enterprise
and Scalable

Hosted Collaboration
Packaged CCE Solution for Contact
Center (HCS-CC)
Full-Featured,
Small Footprint
Cisco Unified Contact Center Express

Easily Deployed
Contact Center

Cisco Spark Care

Team Based

Cloud Extensions: Spark, Context Service, Tropo and API

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
Cisco Unified Contact Center Enterprise
Finesse CRM (SFDC and others)

Voice
Outbound Email Chat SocialMiner Video
Portal

Precision Agent Task Live Intelligence

Contact Center Enterprise Routing Request Routing Data Center

Unified Communications Manager

Applications Platform
Unified Computing System

360°
view of your customer

BRKCCT-2007 © 2017 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

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 7
Solution Components and
Architecture
Contact Center Enterprise Solution Core

CVP Finesse

CUIC

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 9
 Cisco Unified Contact Center Enterprise
Server Configuration Options
Software Components
Rogger Admin and Data
Router
Router • HDS
• CUIC
Logger
Logger • Live Data
• Id Server (SSO)
PG
• CCMP
Standard PG
• Web Admin / Reskilling Tool
CTI/Finesse
Agent PG MR PG

Dialer
VRU PG Dialer

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
New Three PGs co-located on a VM – 11.5

Standard PG

Generic PG Agent PG
(Agent PIM,
VRU PIM)
VRU PG

MR PG MR PG

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 12
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 12,000 Concurrent agents

BRKCCT-2007 © 2017 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 – 12000 agents
• Agent PG – CTIOS/Finesse = 2000 agents, CRM - varies
• Network Considerations –
• Server to Server
• Private Network
• Public Network
• Core to PG – 400 ms round trip

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 14
Queuing, Messaging and Self
Service
Contact Center Enterprise Solution Core

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 16
Cisco Voice Portal (CVP)
Components
• Voice/VXML Gateway – IOS or virtual server device
• 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

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Cisco Voice Portal (CVP)
Components
• ASR/TTS
• Non-Cisco
• Communicates to gateway via MRCP

• Ops Console
• 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)
BRKCCT-2007 © 2017 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

• Video Queuing Basic service video

Audio-only IVR, call control, queuing, video agent
• Others
• CVP Standalone (optionally with ICM Lookup)
Automated Self Service IVR, No queuing, Limited call control, No formal agent

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 19
Cisco CVP Design Considerations
• Features
• Self-service
• Courtesy Callback
• Agent Greeting
• Whisper
• Video

• Sizing
• Ports per Server (up to 900) virtual platform ***11.5 – 3,000 per server
• Agent/ signaling Impact on number of sessions

• Service Creation
• CVP Studio
• UCCE Script Editor

• CVP Reporting Server

• Required for Courtesy Callback

BRKCCT-2007 © 2017 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
• 60% of advertised capacity for Contact Center Deployments

• Virtual Cisco Unified Proxy - VCUSP

• OVA Driven up to 400 RPS
• Virtualized post 9.x

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 21
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 22
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

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 24
Design Considerations
• Most deployments require Cisco Unified SIP Proxy Version
• Supported outbound voice gateways (CPA/AMD)
• CUBE supported without CPA
• Supports ISR G2 (29xx and 39xx) with PVDM3 DSP card
• Also supports 28xx, 38xx, AS5350xm, AS5400xm gateways with a PVDM2 DSP card
• Supports IOS Release 15.1(x)T and later

• Sizing
• Blended Agents = Maximum agent capacity – 1.33 (SIP Dialer ports)

• API Based Campaign and Import with 11.5

• 10k imports per request

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 25
Cisco UCCE
Deployment
Models
Deployment Models
Design Factors
• Business Locations / Contact Center Sites
• Disaster Recovery / Business Continuity Strategy
• Agent Count
• Agent Location
• Location of UC Managers
• Survivability (site)
• Network / Bandwidth
• Advanced CC Applications

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 27
Four Reference Designs (2K, 4K, 12K, CD)
Core Add-on Add-on Contact Sharing
Server #1 Server #2 Server #4

Contact Director

2K + 4K + 12K

12K 12K

Agent
Reporting SSO Serviceability* Admin*
Desktop

* SSO not available in 11.5

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 28
Reference Design to Solution Mapping
Reference Designs PCCE Solution HCS-CC Solution UCCE Solution

2000 Agent Yes Yes Yes

4000 Agent Yes Yes

12000 Agent Yes Yes

Contact Director Yes

Non Reference
Designs
(Yes)

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
Enterprise Solution High Level comparison

Enterprise Solutions PCCE Solution UCCE Solution

Global Deployment Planned for 11.6 Yes

(Add on PG)
Scale 2000 24000

Non reference design No Yes

Hardware • TRC only • TRC

• Spec based
• Spec based (Non UCS)
Administration • Web Admin • Config Manager
• CCMP

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
 Reference Designs Non Reference Designs
Core Components

Integrated Features (ON/OFF) No alternative in Ref

No additional hardware Design (Only three*)

Contact Center
Services
Cisco Optional Components
Additional hardware/VM
Better Alternative in
Reference Design
Third Party Optional Components
UC Infrastructure Additional hardware/VM

Topology Options
Centralized Distributed Global * A2Q will flag if using non ref
design outside of three.
Remote Office Options

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 31
 Reference Designs Non Reference Designs
Core Components
Parent Child
IVR: CVP Integrated Features (ON/OFF)
No additional hardware TDM ACD PG*
ACD: CCE
ICM to ICM Gateway
Desktop: Finesse
Cisco Optional Components
App Gateway*
Additional hardware/VM
Reporting: CUIC
IP-IVR

Call Control: UCM CVP Standalone, Call

Third Party Optional Components Director, VRU only
Additional hardware/VM
Gateways ICM NIC

Topology Options
• Avaya PG is part of HCS-CC
Centralized Distributed Global solution reference design.
• App GW is part of roadmap for
reference design.
Remote Office Options

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 32
 Topology
* -- Could be centralized or distributed
Centralized ** -- Remote DC could be co-located with Core DC.
Side A Side B
Geographic n -- Could be up to 150 (LD and PQ has lower limits)
Redundant DC Note: Global is not supported for PCCE solution.
80 ms
Distributed RTT
Side A Side B

Remote DC (n) **
Core DC*
UCM PG Peripheral
Global Side A
80 ms
Side B
400 ms • UCM, Finn
RTT RTT
VRU PG • CVP

200 ms
Remote RTT
Office
Options Branch Office with Home Agent Mobile
Office (LBO) Agents with CVO Agent

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 33
Redesigned PCCE 11.5
PCCE 11.0 PCCE 11.5

Call Data Ext AW-HDS-

Rogger
Server Server HDS Router + Logger DDS
Router + PG Logger + AW

CVP PGs
CVP 1 CVP 2 Agent + VRU +
MR
ECE
chat + email

Finesse CUIC Finesse CUIC

Premium

UCM Pub UCM Sub UCM Pub UCM Sub

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 34
 Oversubscription Policy
• Contact Center Enterprise solutions supports vCPU oversubscription. This applies for
both Reference Design and Non-Reference Design solutions.
Note: If you change the reference design VM layout, then spec-based rules applies.

Oversubscription for Specification-Based Hardware

• Unified Contact Center enterprise solutions support virtual machine vCPU
oversubscription on a server of up to 2:1 (virtual CPU to physical Core). When
calculating oversubscription, hyper-thread cores do not count as physical Core.
• If you use specification-based hardware:
• Use less than 65% of the total available CPU MHz on each server.
• Use less than 80% of the total available memory on each server.
• Ensure that you meet the disk latency requirements for your specification-based hardware.
• Ensure that the storage supports sufficient IOPS for your solution and VM.

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
Cisco UCCE 2000 Agent Reference Design – 11.5

• UCCE and HCS-CC allow additional PGs onto this base layout.
• HCS-CC 500 Agent solution is a variation of this layout.
• The CVP Reporting Server is an optional component.
• Live Data and Id Server reside on CUIC.

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 36
Cisco UCCE 4000 Agent Reference Design – 11.5

• UCCE and HCS-CC allow additional PGs onto this base layout.
• HCS-CC Small Contact Center solution is a variation of this layout.

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 37
Cisco UCCE 12000 Agent Reference Design – 11.5

• 4 additional servers are required to reach support of 12,000 agents.

• UCCE and HCS-CC allow additional PGs onto this base layout.
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 38
12000 Agent Reference Design – 11.5

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 39
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 40
 PG Count

Reference Designs Max PGs Max Agent PGs Notes

2000 Agent 30 4 PQ and Live Data enabled on

CUIC
4000 Agent 30 4 PQ and Live Data enabled

12000 Agent 50 12 PQ and Live Data enabled

* Max 150 without PQ and Live Data enabled

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 41
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 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
SRND 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
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 43
Contact Center Enterprise Networks
Private Network
Long  Unified CCE component Redundancy
Distance
(800) Carrier  Side A and Side B mirror of each other
 Call Router
Combo Combo
GW
VXML CVP CVP GW
VXML
 Run in synchronized execution
Conference Conference

DSPs DSPs
 Either side is capable of running the full load of the solution
T1s T1s

 A and B sides are both executing the same set of messages

Proxy GW Proxy GW
CUSP CUSP  Peripheral Gateway
 Hot-standby mode
CUCM
Cluster
CUCM
Cluster  CTI OS
 Both servers are always active
PG PG
 Administration & Data Servers
 Deployed in pairs for fault tolerance
Rogger Rogger
Campgn Mgr
 Visible and Private networks
Campgn Mgr*

 Campaign Manager redundancy planned

ICCS
UCCE/PG Public
UCCE/PG Private
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 44
 High Availability
Unified CCE Component Redundancy

Agent PG Agent PG
A B
 CTI Manager Redundancy
JTAPI JTAPI
 PG side A and PG side B connect to separate
Unified CM 1 Unified CM 2 CTI Manager servers
(CCM+CTIM) (CCM+CTIM)
 Only one side of the PG and its associated CTI
Manager are actively monitoring the devices
Deployment with 2000 agents  If either PG A or CTI Manager 1 fails, PG B and
CTI Manager 2 will become active
Agent PG Agent PG
A B  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 1000
agents agents
Unified CM
(CCM and CTI Manager Services)

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 45
High Availability
Unified CCE Component Redundancy

CVP

VRU PG VRU PG
A B  VRU Redundancy
 CVP
CVP 1 CVP 2
 CVP components
 SIP Proxy
 Voice GW

PSTN

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 46
 Design Considerations
• Channel
• Inbound Voice, Proactive Outbound, Email, Web
chat, Social Media, Mobile Apps
• Scale
• Calls per Second, # of Agents per Channel, # of
Contacts per Channel, Blending, Entry Points
• Business Applications/Integrations
• Self Service, CRM Applications, Contact
History, Knowledge Base, Workflow, Video
• Locations
• Agents, Applications, Number of sites, How
many and where
• Customer Collaboration Services
• Intelligent Routing, Enterprise Reporting,
Recording, Notification, Access to Knowledge
Workers, Whisper, Greeting, Work Force
Management, Reader boards
• Network and Data Services
• 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
• Design to end game and map how to get there
(Roadmap)
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 47
Cisco Task
Routing
Task Routing API

Context Service

o REST APIs
3rd party Apps o Integrate 3rd party multichannel
apps with CCE
o Routing, Administration &
Reporting via CCE
REST APIs o SocialMiner Platform as task
ingress gateway
o Finesse APIs for non-voice
Routing Administration Reporting agent state & Task control
o Context Service integration
Contact Center Enterprise

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 49
Cisco Task Routing Components
Required Components
• PCCE/UCCE/HCS-CC
• SocialMiner 11.5
• Media Routing PG
• Finesse 11.5

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 50
 Task Routing Dialog Work Flow
Third-party Applications
Customer App 8. MEDIA (optional) Agent App
XMPP
Listener
6. Task Control
1. Create TASK 5. XML notification (Accept/Start /Close
..)

XMPP Service
Social Miner
Platform /
Finesse
Multichannel
Gateway
3A. Estimated Wait Time 4. Events
2. Create Task (Precall / Started / Closed)
7. Commands
Request 3B. Agent route confirmation (Accept / Start / Close)
REST (HTTP)
MR
MR PG Agent PG
ARM UCCE
XMPP

Router Logger
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 51
SocialMiner Design Considerations

• Social Media customer care solution

• Landing point for the Agent Request and

Task Routing API

• A new VM for CCE deployments

Cisco Social Miner

• Runs outside of DMZ

• Connects to CCE via MR-PG

Social Media
Customer Care Agent

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 52
Design Considerations by the Numbers
Preliminary numbers
• 15,000 tasks per hour
• 8 tasks per second
• 2000 Task Routing agents

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 53
Cisco Enterprise Chat
& Email
Introducing Enterprise Chat and Email (ECE)
• Enterprise functionality with small footprint
• Replaces EIM-WIM in CCE 11.5
• Included with all CCE deployment
models: CCE, PCCE, HCS-CC
• Tighter integration into
Cisco solution

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 55
Enterprise Chat and Email Design Considerations
• New 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

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 56
Cisco Single Sign
On
 Cisco UCCE 11.5 SSO Overview
• CCE/PCC/HCS Finesse agents and supervisors
• PCCE Supervisor re-skill gadget
• Cisco Unified Intelligence Center agent and supervisors
• New Enterprise Chat and Email
IdP (ADFS)
• SocialMiner UQ interface

IdS

CC Servers
BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 58
Cisco UCCE SSO Architecture

Side A Side B
Centralized

Not included in Release 11.5

Distributed Side A 80MS RTT Side A

Finesse/UC
Global PG M/CVP &
80MS RTT 400MS RTT
Side A Side A VGW

IdS (1) IdS (2)

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 59
 Cisco UCCE 11.5 SSO Overview

11.5 Phase 1 Products

• UCCE
• New VoS component – Identity Server, IdS. Two node cluster.
• 4000 SSO agents (hybrid mode supported)
• Resources (Fin, CUIC, MediaSense) 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 ()

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 60
Summary
Recap CCE 11.5
Summary
• Contact Center Overview
• Components Review
• Reference Design Models
• Messaging Review
• Outbound Option
• Single Sign-on
• Design for the future

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Looking Forward to CCE 11.6
Highlights of Next Cisco UCCE Release
• Outbound Option High Availability

• PCCE Multi-site
• Remote site deployment
• Max 4 Agent PG/ UCM Clusters

• Application Gateway - PCCE

• SSO Expansion (Ping Identity and others)
• License Consumption Report
• Agents
• Self-service
• Outbound ports

• CVP - Tropo Integration

BRKCCT-2007 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 63
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Continue Your Education
• Demos in the Cisco campus
• Walk-in Self-Paced Labs
• Lunch & Learn
• Meet the Engineer 1:1 meetings
• Related sessions

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Thank you