Linda V.
How does Agent Answers assist contact center agents?
Agent Answers uses AI to provide real-time prompts and recommendations to agents during customer conversations.
Cisco Unified Contact Center Enterprise Guide
Below you will find brief information for Unified Contact Center Enterprise 12.6(1). This guide explains the various features available for Cisco Unified Contact Center Enterprise, designed to enhance call center operations. It covers capabilities ranging from sophisticated agent assistance tools like Agent Answers and Call Transcription, to advanced call routing with Precision Queues, and integration with AI services and Webex Experience Management. Users can learn about initial setup, configuration requirements, and the functional details of each feature to optimize their contact center's performance and agent efficiency.
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Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1)
First Published: 2021-05-14
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C O N T E N T S
P R E F A C E
C H A P T E R 1
Communications, Services, and Additional Information xiv
Contact Center AI Services Task Flow 2
Contact Center AI Configuration 4
Associate Contact Center AI Configuration with All Call Types 4
View Contact Center AI Configuration 4
Sync Contact Center AI Global Configuration 4
Associate Contact Center AI Configuration with a Call Type 5
View Contact Center AI Configuration 5
Update Associate Contact Center AI Configuration 5
Reset Contact Center AI Configuration 5
Enable or Disable Contact Center AI Services for Agents 6
Enable or Disable Contact Center AI Services for an Agent 6
Enable or Disable Contact Center AI Services for Multiple Agents 6
Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) iii
Contents
C H A P T E R 2
C H A P T E R 3
Enable or Disable Contact Center AI Services for Agents using Bulk Job 7
Create a SIP Profile at the Dial-Peer Level in CUBE 8
Import the WebSocket Connector Certificate to CUBE 9
Agent Greeting Phone Requirements (for Local Agents Only) 11
Agent Greeting Functional Limitations 12
Whisper Announcement with Agent Greeting 12
Agent Greeting Deployment Tasks 14
Peripheral Call Types for Agent Greeting 34
Agent Request Feature Description 35
Agent Request Prerequisites 36
Configure Unified CCE for Agent Request 38
Configure Network VRU and Network VRU Script 38
Configure the Media Routing PG and PIM 39
Configure Dialed Number/Script Selector 39
Set up the Media Routing PG and PIM 40
Configure Customer Collaboration Platform for a Voice Callback Agent Request 41
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Contents
C H A P T E R 4
C H A P T E R 5
C H A P T E R 6
Create Agent Request Script 43
Use the Sample Code to Create a Customer Callback Request 44
Set the Principal AW for Business Hours 48
Business Hours Set Up Workflow 49
Contact Center AI Services Task Flow 54
Enable or Disable Contact Center AI Services for Agents 55
Enable or Disable Contact Center AI Services for an Agent 55
Enable or Disable Contact Center AI Services for Multiple Agents 56
Enable or Disable Contact Center AI Services for Agents using Bulk Job 56
Bulk Contact Center AI Services Content File 57
Failover for Contact Sharing 61
Contact Director Installation and Setup 61
Application Gateway Access Between Systems 63
Install Cisco Unified Intelligence Center (Optional) 66
Set Up a Contact Sharing Node 67
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Contents
C H A P T E R 7
Set up Contact Sharing Machine Inventory 67
Add a New Rule by Copying an Existing Rule 69
Scripting for Contact Sharing 70
Expression Formula for Contact Sharing 70
About Contact Sharing Expression Formula 70
Contact Sharing Expression Format 71
Contact Sharing Expression Examples 71
Contact Sharing Expression Reference 72
Routing and Scripting for Contact Sharing 76
Error Handling for Contact Sharing 76
Other Scripting Considerations 77
Cisco Unified Mobile Agent Description 81
Supported Unified CCE Features 87
Unified Mobile Agent Call Flows 90
Unified Mobile Agent Reporting 96
Summary of Unified Mobile Agent System Configuration Tasks 96
Unified CM CTI Port Configuration and Mapping for Unified Mobile Agent 97
Maximum Call Duration Timer Configuration 100
Agent Desk Setting Configuration for Unified Mobile Agent 101
Device Configuration for Unified Mobile Agent 102
Media Termination Points Configuration 102
Enabled Connect Tone Feature 106
Enable Mobile Agent Connect Tone 106
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Contents
C H A P T E R 8
C H A P T E R 9
C H A P T E R 1 0
Post Call Survey Design Impacts 111
Configure Post Call Survey in CVP 112
Skill Groups or Precision Queues?
Precision Queue Call Flow Example 118
Scripts for Precision Queues 118
Precision Queue Script Node 119
Queuing Behavior of the Precision Queue Node 119
Dynamic Limits for Skill Groups and Precision Queues Per Agent 120
Assign Attributes to Agents 122
Consider If Formula for Precision Queue 126
Build Precision Queue Steps 126
Configure a Static Precision Queue 128
Configure a Dynamic Precision Queue 129
Contact Center Enterprise Reference Design Support for Single Sign-On 132
Coresidency of Cisco Identity Service by Reference Design 132
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Contents
C H A P T E R 1 1
Single Sign-On Support and Limitations 133
Single Sign-On Configuration Flow 133
Configure an Identity Provider (IdP) 134
Install and Configure Active Directory Federation Services 134
Integrate Cisco IdS to the Shared Management AD FS 3.0
Enable Signed SAML Assertions 138
Multi-Domain Configuration for Federated ADFS 138
Federated ADFS Configuration 139
Primary ADFS Configuration 139
Kerberos Authentication (Integrated Windows Authentication) 139
Optionally Customize the AD FS Sign-In Page in Windows Server to Allow User ID 140
Set the Principal AW for Single Sign On 141
Set Up the System Inventory for Single Sign-On 141
Configure the Cisco Identity Service 142
Install Certification Authority (CA) Certificate 144
Register Components and Set Single Sign-On Mode 145
Hostname or IP Address Change 146
Single Sign-On and the Agent Tool 146
Migration Considerations Before Enabling Single Sign-On 147
Administrator User and Single Sign-On in Unified Intelligence Center 147
Browser Settings and Single Sign-On 147
Migrate Agents and Supervisors to Single Sign-On Accounts 148
Allowed Operations by Node Type 150
Configure SAML Certificate Secure Hash Algorithm from SHA-1 to SHA-256 150
Task Routing Deployment Requirements 155
Supported Functionality for Third-Party Multichannel Tasks 156
Plan Task Routing Media Routing Domains 156
Skill Group and Precision Queue Routing for Nonvoice Tasks 160
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C H A P T E R 1 2
C H A P T E R 1 3
Agent State and Agent Mode 160
Customer Collaboration Platform and Finesse Task States 161
Control Customer Collaboration Platform Application Access 162 utils whitelist admin_ui list 162
utils whitelist admin_ui add 163 utils whitelist admin_ui delete 163
Task Routing API Request Flows 164
Task Routing API Basic Task Flow 164
Task Routing API Agent Transfer Flow 168
Task Routing API RONA Flow 168
Task Routing API Agent Sign Out with Tasks Flows 169
Failover and Failure Recovery 171
Configure Finesse with the AW 176
Configure Network VRU and Network VRU Scripts 177
Configure the Media Routing PG and PIM 177
Set up the Media Routing PG and PIM 178
Add Customer Collaboration Platform as an External Machine 179
Unified CCE Administration and Configuration Manager Tools 180
Create Routing Scripts for Task Routing 182
Sample Code for Task Routing 182
Sample Customer Collaboration Platform HTML Task Application 182
Sample Finesse Code for Task Routing 182
Unified Communications Manager Extension Mobility 185
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Contents
C H A P T E R 1 4
C H A P T E R 1 5
VAV Onboarding for OEM Users 188
VAV Onboarding for OEM Users Task Flow 189
VAV Onboarding for Non-OEM Users 190
VAV Onboarding for Non-OEM Users Task Flow 191
Enable Speech Services (for Non-OEM Users) 191
Generate JSON Key (for Non-OEM Users) 192
Webex Experience Management Integration 195
Experience Management Overview 195
Experience Management Survey 195
Experience Management Task Flow 196
Provision Experience Management Service on Cloud Connect 197
Configuration Changes in Webex Experience Management 198
Configure Unified CCE for Experience Management Voice, SMS and Email Survey 199
Configure Expanded Call Variables 199
Upload Audio Files for Questions in Experience Management 201
Configure Call Type, Dialed Number, and Survey Association 201
Associate Survey to Call Type in Unified CCE Admin 202
Webex Experience Management Digital Channel Survey 203
Digital Channel Survey Task Flow (Email/Chat) 204
Provision Cloud Connect for Digital Channel Survey 205
Configure Unified CCE for Digital Channel Survey 205
Configure Expanded Call Variables 205
Configure Call Type, Dialed Number, and Survey Association 207
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Associate Survey to Call Type in Unified CCE Admin 208
Create Whisper Announcement Audio Files 210
Deploy Whisper Announcement Audio Files to Media Server 211
Using a Default Media Server 211
Configure Whisper Service Dialed Numbers 211
Configure Ringtone Dialed Number 212
Add Whisper Announcement to Routing Scripts 213
Specify WhisperAnnouncement Call Variable 213
Specify Unified CVP Media Server Information 213
Test Whisper Announcement File Path 215
Other Script Settings That Are Required for Whisper Announcement 215
Fail-Safe Timeout for Whisper Announcement in Unified CCE 215
Whisper Announcement Sample Scripts 216
Import Sample Whisper Announcement Scripts 217
How Whisper Announcement Works 218
Whisper Announcement Audio File 218
While a Whisper Announcement Is Playing 218
Whisper Announcement with Transfers and Conference Calls 218
Whisper Announcement Call Flow 218
Reporting and Serviceability 219
Contents
Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) xi
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Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1)
Preface
•
•
About This Guide, on page xiii
•
•
Related Documents, on page xiv
•
Communications, Services, and Additional Information, on page xiv
•
•
Documentation Feedback, on page xv
•
Change History
This table lists changes made to this guide. Most recent changes appear at the top.
Change See Date
May, 2021 Initial Release of Document for Release 12.6(1)
Edge Chromium (Microsoft Edge) updates
Browser Settings and Single
Sign-On
New chapter has been added Agent Answers
New chapter has been added
Customer Virtual Assistant has been renamed Virtual
Assistant—Voice and additional information has been added
Call Transcription
Virtual Assistant—Voice
About This Guide
This guide explains features you can use in conjunction with Cisco Unified Contact Center Enterprise. For each feature, there is a description, procedures for initial setup, and details on the functionality the feature provides.
Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) xiii
Preface
Audience
Audience
This guide is prepared for Contact Center administrators who configure and run the contact center, manage agents, and address operational issues.
Related Documents
Subject
Design considerations and guidelines for deploying a Unified CCE solution, including its various components and subsystems.
Link
Solution Design Guide for Cisco Unified Contact
Center Enterprise at https://www.cisco.com/c/en/us/ support/customer-collaboration/ unified-contact-center-enterprise/ products-implementation-design-guides-list.html
Communications, Services, and Additional Information
• To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager .
• To get the business impact you’re looking for with the technologies that matter, visit Cisco Services .
• To submit a service request, visit Cisco Support .
• To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit
Cisco Marketplace .
• To obtain general networking, training, and certification titles, visit Cisco Press .
• To find warranty information for a specific product or product family, access Cisco Warranty Finder .
Cisco Bug Search Tool
Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.
Field Notice
Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice
Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html
.
You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume
RSS feeds when new announcements are released for the following notices:
• Cisco Security Advisories
• Field Notices xiv
Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1)
Preface
Documentation Feedback
• End-of-Sale or Support Announcements
• Software Updates
• Updates to Known Bugs
For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/ mynotifications .
Documentation Feedback
To provide comments about this document, send an email message to the following address: [email protected]
We appreciate your comments.
Conventions
This document uses the following conventions:
Convention Description boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names.
For example:
• Choose Edit > Find .
• Click Finish .
italic font Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
• A syntax value that the user must replace. Example: IF ( condition, true-value, false-value )
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide .
window font
< >
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems, Inc. </title></html>
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as ASCII output.
• A character string that the user enters but that does not appear on the window such as a password.
Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) xv
Conventions
Preface xvi
Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1)
C H A P T E R
1
Agent Answers
•
•
•
Important Considerations, on page 2
•
Contact Center AI Services Task Flow, on page 2
•
Contact Center AI Configuration, on page 4
•
Create a SIP Profile at the Dial-Peer Level in CUBE, on page 8
•
Import the WebSocket Connector Certificate to CUBE, on page 9
Introduction
Unified CCE leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide services that assist agents. These services are available for the agents in the Cisco Finesse desktop gadgets.
Agent Answers feature provides relevant suggestions and recommendations in real time for the agent to consider. The suggestions and recommendations are based on the ongoing conversation between the caller and the agent.
More often than not, agents lack the depth of knowledge about the products and services of the business they serve. Agent Answers enhances the customer experience because the timely suggestions improve the ability of the agent to respond. Businesses can cut down on training costs and time.
Prerequisites
The prerequisites for configuring Agent Answers are:
• Virtual CUBE (vCUBE) based on CSR8Kv platforms running the Cisco IOS XE 17.5 EFT image.
Note The Agent Answers feature is supported only with the Cisco IOS XE release 17.5
EFT image which is not available on Cisco.com. Obtain the image by contacting
Cisco Technical Assistance Center (TAC) .
Upgrade immediately to Cisco IOS XE 17.6.1 when it is available on Cisco.com
on July 2021.
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Important Considerations
• The following components must be on release 12.6(1): CCE components (Router, Logger, AW, and PG),
Cisco Finesse, Cisco Unified CVP, and Cloud Connect.
Important Considerations
Consider the following before configuring the Agent Answers services:
• Agent Answers services are supported on calls that originate from CVP routing clients. Calls originating from routing clients other than CVP or calls that are sent using the translation route to CVP do not support the Agent Answers services.
• The following failover scenarios don’t support Agent Answers services:
• CCE components running in maintenance modes switch to the peer side, passing the call context to the other side. If the call context (required to trigger the Agent Answers services) is lost, Agent
Answers services may not work as expected.
• Agent Answers services is supported during VRU PG failovers before and after the transfer. However,
Agent Answers services aren’t supported when the transfer is in progress.
• Agent Answers services aren’t supported during Agent PG failovers.
• Agent Answers services aren’t supported in the following call scenarios:
• Direct Extension calls
• Outbound campaign calls and agent-initiated outbound calls.
• Calls routed to agents on non-CUCM Peripheral Gateways such as the TDM PG and System PG
• Transfer and conference calls
• Agent Answers services aren't supported with G.729 endpoint codecs.
• A vCube instance can support either WebSocket-based forking or Network-based Recording (NBR) forking. However, you cannot enable both types of forking on the same instance of vCube.
Contact Center AI Services Task Flow
Follow this procedure to enable the Contact Center AI (CCAI) Services that equips your Contact Center for
Agent Answers Services.
Procedure
Step 1
Step 2
Create a CCAI configuration in Cisco Webex Control Hub at https://admin.webex.com
. A CCAI configuration leverages CCAI Connectors to invoke the CCAI services.
For details, see the Configure Contact Center AI article at https://help.webex.com/en-us/npbt02j/
Configure-Contact-Center-AI .
Ensure that the Cloud Connect publisher and subscriber are installed.
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Contact Center AI Services Task Flow
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
For more information, see the Install Cloud Connect section in Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-installation-guides-list.html
.
Configure Cloud Connect in the CVP Operations Console (OAMP). For details see the section Configure
CVP Devices for Cloud Connect in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
Register Cloud Connect in the Unified CCE Administration console to establish a secure and trusted communication channel between the Cisco Contact Center on-premises deployment and cloud services.
For details, see the Cloud Connect Integration section in the Administration Guide for Cisco Unified Contact
Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-maintenance-guides-list.html
.
Import the Cloud Connect certificate to the CVP Server.
For details, see the section Import Cloud Connect Certificate to Unified CVP Keystore in the Configuration
Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html
.
In the Unified CCE Administration console, do the following with the CCAI configuration (created in step
1): a.
To view and sync the Contact Center AI configuration which is associated with all call types as a global configuration, see
Associate Contact Center AI Configuration with All Call Types, on page 4 .
b.
To view, update, or delete the Contact Center AI configuration associated with a specific call type, see
Associate Contact Center AI Configuration with a Call Type, on page 5
.
Provision Cloud Connect on Cisco Finesse.
For more information, see the Cloud Connect Server Settings topic in the Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html
.
To add the Agent Answers gadget to the Cisco Finesse desktop layout: a.
Enable the Agent Answers gadget in Cisco Finesse Administration.
For details, see the Manage Desktop Layout section in the Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/ products-maintenance-guides-list.html
.
b.
Enable the Agent Answers service in Unified CCE Administration for an agent or multiple agents together.
For details, see
Enable or Disable Contact Center AI Services for Agents, on page 6 .
Once enabled, the Agent Answers gadget appears on the Home tab and displays relevant articles and suggestions during an incoming call. For details on how to use the gadget, see the Contact Center AI Gadgets Guide .
Note Gadget auto-hide/un-hide and notifications capability is available only if the gadget is configured as a multi-tab gadget in Cisco Finesse. For more details, see Agent Answers Gadget in the Cisco
Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ finesse/products-maintenance-guides-list.html
.
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Contact Center AI Configuration
Step 9 CUBE uses a WebSocket connection to fork the media streams of the agent and the caller towards the Webex
CCAI Orchestrator service. For more details, see the Contact Center AI Services Considerations section in the Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-contact-center-enterprise/ products-implementation-design-guides-list.html
.
Perform the following steps to configure WebSocket-based forking in CUBE.
• Create a SIP profile and associate it at the dial-peer level in CUBE. For details, see
Create a SIP Profile at the Dial-Peer Level in CUBE, on page 8
• Import the WebSocket Connector certificate to CUBE. For details, see
Import the WebSocket Connector
Certificate to CUBE, on page 9
• Configure WebSocket-based forking in CUBE. For CUBE documentation that describes how to do this, contact Cisco TAC.
Contact Center AI Configuration
In the Unified CCE Administration console, the Contact Center AI feature tab allows administrators to view the Default Configuration (created or configured in the Cisco Webex Control Hub at https://admin.webex.com/
) with all the call types (default configuration). Upon associating a configuration with a specific call type, the default configuration (if any) gets overridden for the specific call type.
Note To access this feature, Cloud Connect must be added to the inventory in the Unified CCE Administration console and registered.
Associate Contact Center AI Configuration with All Call Types
You can view and sync the Contact Center AI configuration which is associated with all call types.
View Contact Center AI Configuration
In the Unified CCE Administration , navigate to Overview > Features > Contact Center AI . The Contact
Center AI Configuration displays the Default Configuration .
The default CCAI configuration for AI services as configured in the Control Hub is displayed. It also displays whether the configuration is in sync or out of sync as per the changes in Control Hub.
Sync Contact Center AI Global Configuration
This procedure explains how to sync the Contact Center AI configuration. Upon sync, the latest configuration is fetched from the Control Hub.
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Associate Contact Center AI Configuration with a Call Type
Procedure
Step 1
Step 2
In the Unified CCE Administration , navigate to Overview > Features > Contact Center AI .
In the Contact Center AI Configuration , the Sync button is located on the right side of the screen. Click the Sync button to view the sync status.
This sync button displays the latest AI configuration and updates the last synced time.
Associate Contact Center AI Configuration with a Call Type
You can view, update, or delete the Contact Center AI configuration associated with a specific call type.
View Contact Center AI Configuration
In the Unified CCE Administration , navigate to Overview > Call Settings > Route Settings > Call Type .
The Contact Center AI Configuration search box displays the name of the Contact Center AI configuration that was previously associated with the call type.
Update Associate Contact Center AI Configuration
You can create a Call Type using the Configuration Manager tool. However, you can use the Unified CCE
Administration to associate a Contact Center AI configuration with a call type. This procedure explains how to update the Contact Center AI configuration associated with a call type.
Note Only one configuration can be associated with a call type.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Unified CCE Administration , navigate to Overview > Call Settings > Route Settings .
Click the Call Type tab and select the call type for which Contact Center AI configuration has to be associated.
Click the Contact Center AI tab.
In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of Contact Center AI configurations.
Select the required configuration and click Save .
Reset Contact Center AI Configuration
This procedure explains how to reset the Contact Center AI configuration. Upon reset, the previously associated configuration with the call type is cleared from the search box and the call type is associated to the default configuration.
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Enable or Disable Contact Center AI Services for Agents
Procedure
Step 1
Step 2
Step 3
Step 4
In the Unified CCE Administration , navigate to Overview > Call Settings > Route Settings .
Click the Call Type tab.
In the Contact Center AI Configuration search box, next to the configuration name, click the x icon.
Click Save .
Enable or Disable Contact Center AI Services for Agents
Contact Center AI Services can be configured for each agent. Administrators and supervisors can enable or disable the services for an agent or multiple agents together.
Enable or Disable Contact Center AI Services for an Agent
This procedure explains how to enable or disable Contact Center AI Services for an agent.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CCE Administration , choose Users > Agents .
Click on the agent row whose services are to be modified.
Click the Contact Center AI tab.
Displays a list of services enabled or disabled for the agent.
To enable or disable the required Contact Center AI Services, check or uncheck the check boxes corresponding to that services.
Click Save .
Enable or Disable Contact Center AI Services for Multiple Agents
Administrators and supervisors can enable or disable Contact Center AI Services for multiple agents.
All agents must belong to the same site and the same department, or all agents must be global agents. The
Edit button is disabled if:
• Agents from different sites, departments, or peripheral sets are selected.
• A mix of global and departmental agents are selected.
Procedure
Step 1
Step 2
Step 3
In Unified CCE Administration , choose Users > Agents .
Check the check box corresponding to each agent whose services you want to edit.
Click Edit > Contact Center AI .
The Edit Services dialog displays a list of services that are the service that is enabled or disabled.
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Step 4
Step 5
• If the service is enabled for all the agents selected for editing, the check box is checked.
• If the service is disabled for all the agents selected for editing, the check box is unchecked.
• If the service is enabled for some agents and disabled for the others, the check box has a dash (—).
To enable or disable the Contact Center AI Services, check or uncheck the check boxes corresponding to that services.
Click Save , and then click Yes to confirm the changes.
Enable or Disable Contact Center AI Services for Agents using Bulk Job
Administrators can enable or disable Contact Center AI Services for multiple agents using bulk job.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Navigate to Unified CCE Administration > Overview > Bulk Import .
Click Templates .
The Download Templates popup window opens.
Click the Download icon for the Contact Center AI template you want to use.
Click OK to close the Download Templates popup window.
Open the .csv
template in Microsoft Excel.
Populate the file as described in the
Bulk Contact Center AI Services Content File, on page 7
.
Save the populated file to the local machine.
Navigate to Unified CCE Administration > Overview > Bulk Import .
Click New .
In the optional Description field, enter up to 255 characters to describe the bulk job.
In the Content file field, choose the file to upload, and then click Save .
Bulk Contact Center AI Services Content File
The content file for Contact Center AI bulk job contains the fields given in the following table. Enter the values appropriately in the given fields to enable or disable Contact Center AI Services for the agents.
Note Bulk job is available for administrators only when Cloud Connect is added in the inventory.
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Create a SIP Profile at the Dial-Peer Level in CUBE
Field agentId userName agentServices
Required?
Agent ID or Username
Username or Agent ID
Description
Existing agentId for which you want to enable or disable the
Contact Center AI Services.
You must provide either an agentId or the userName. If both are provided, agentId takes precedence over the userName. If the agentId value is left blank, the userName will reference an existing agent.
Username of the agent for which you want to enable or disable the
Contact Center AI Services.
If no agent is found with the given username, the Contact Center AI
Services association fails.
Yes (to enable Contact Center AI
Services)
The type of Contact Center AI
Services to be associated with the agent. Supported values are Agent
Answers and Transcript. To associate both the services, seperate the values using semicolon (;).
If the value is updated, any existing enabled service gets overwritten. If the value is left empty, no service gets associated with the agent.
Create a SIP Profile at the Dial-Peer Level in CUBE
Run the following CLI commands on the CUBE terminal to create a SIP profile and associate that profile at the dial-peer level. These commands add a SIP header to the SIP profile configuration, allowing CVP to identify which CUBE device can receive the forking request.
voice class sip-profiles <SIP-profile-identifier-a> request INVITE sip-header Call-Info add "X-Cisco-Forking: supported" dial-peer voice <SIP-profile-identifier-b> voip voice-class sip profiles <SIP-profile-identifier-a>
Example: voice class sip-profiles 104 request INVITE sip-header Call-Info add "X-Cisco-Forking: supported" dial-peer voice 4445 voip voice-class sip profiles 104
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Import the WebSocket Connector Certificate to CUBE
Import the WebSocket Connector Certificate to CUBE
For CUBE to establish the WebSocket connection with the Webex CCAI WebSocket server, import the
WebSocket Connector certificate to CUBE.
Procedure
Step 1
Step 2
Perform the following steps to export the WebSocket Connector certificate: a) You can download the certificate from https://hydrantid.com/support/repository/ , by clicking the Download
Certificate link next to HydrantID SSL ICA G2 certificate.
b) Open the downloaded certificate. On the Details tab, click Copy to File .
c) On the Certificate Export Wizard page, click Next .
d) Select Base-64-encoded X.509 (.CER) as the export file format and click Next .
e) Click Browse and select the folder in which you want to save the certificate, enter a recognizable file name, and click Next .
f) Click Finish .
The certificate is exported to the folder you chose.
Perform the following steps to import the WebSocket Connector certificate to CUBE: a) Run the following commands in the CUBE terminal.
configure terminal crypto pki trustpoint <trust-point-identifier-a> enrollment terminal revocation-check none exit crypto pki authenticate <trust-point-identifier-a> b) Paste the content of the WebSocket Connector certificate (exported at step 1) to the CUBE terminal.
c) Run the following commands to bind the trustpoint with CUBE for secure communication channels.
configure terminal http client secure-trustpoint <identifier used in step 2 a>
The WebSocket Connector certificate is imported to CUBE.
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Agent Answers
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C H A P T E R
2
Agent Greeting
•
•
•
•
Capabilities
The Agent Greeting feature lets an agent record a message that plays automatically to callers when they connect to the agent. The greeting message can welcome the caller, identify the agent, and include other useful contextual information. With Agent Greeting, each caller can receive a clear, well-paced, language-appropriate, and enthusiastic introduction. Another benefit is that it saves the agent from having to repeat the same introductory phrase for each call. It also gives the agent a moment to review the desktop software screen popups while the greeting plays.
The process of recording a greeting is much the same as recording a message for voicemail. Depending on how the call center is set up, agents may be able to record different greetings that play for different types of callers. For example, agents can record an English greeting for English speakers or an Italian greeting for
Italian speakers.
Agent Greeting Phone Requirements (for Local Agents Only)
Agent Greeting is available to agents and supervisors who use IP Phones with Built-In Bridge (BIB). These agents are typically located within a contact center. Phones used with Agent Greeting must meet these requirements:
• The phones must have the BIB feature.
Note If you disable BIB, the system attempts to use a conference bridge for Agent
Greeting call flow and raises a warning event.
• In an IPv6-enabled environment, Agent Greeting may require extra Media Termination Points (MTPs).
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Agent Greeting Functional Limitations
See the Contact Center Enterprise Compatibility Matrix at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html
for the list of supported Cisco Unified Call Center phone models.
Agent Greeting Functional Limitations
Agent Greeting is subject to these limitations.
• Agent Greeting does not support outbound calls made by an agent. The announcement plays for inbound calls only.
• Only one Agent Greeting file plays per call.
• Supervisors cannot listen to agent recorded greetings.
• Agent Greetings do not play when the router selects the agent through a label node.
• The default CTI OS Toolkit Agent desktop includes the Agent Greeting buttons. If you do not set up
Agent Greeting, the Agent Greeting buttons do not execute any functionality. If you use the default desktop but do not plan to use Agent Greeting, you should remove the buttons.
• Agent Greeting supports Silent Monitoring (CTI OS and Unified CM-based) with this exception: For
Unified-CM based Silent Monitoring, supervisors cannot hear the greetings themselves. If a supervisor clicks the Silent Monitor button in their CTI OS desktop while a greeting is playing, a message displays stating that a greeting is playing and to try again shortly.
Whisper Announcement with Agent Greeting
You can use Agent Greeting with the Whisper Announcement feature. Here are some things to consider when using them together:
• On the call, the Whisper Announcement always plays first.
• To shorten your call-handling time, use shorter Whisper Announcements and Agent Greetings than if you were using either feature by itself. A long Whisper Announcement followed by a long Agent Greeting equals a long wait before an agent actively handles a call.
• If you use a Whisper Announcement, your agents probably handle different types of calls: for example,
“English-Gold Member-Activate Card,” “English-Gold Member-Report Lost Card,” “English-Platinum
Member-Account Inquiry.” Therefore, you may want to ensure that greetings your agents record are generic enough to cover the range of call types.
For more information about Whisper Announcement, see
Whisper Announcement, on page 209
Initial Setup
This section is intended for system administrators responsible for installing and configuring Unified CCE. It describes the one-time tasks required to set up Agent Greeting.
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Configuration Requirements
Configuration Requirements
The following configuration components must be in place to deploy Agent Greeting.
Where What
Unified Communications Manager
Unified CCE
For phones that use Agent Greeting, you must set the
Built-in-Bridge option to On or Default (if the value of Default is On). To verify, in Unified CM Administration, select Device >
Phone > Built in Bridge .
Agent Greeting is supported with Type 10 Network VRUs only.
(Type 10 is required to allow CVP to control the call). If your current Unified CCE deployment is not configured for a Type 10
VRU, you must modify it accordingly.
Agent Greeting requires at minimum three expanded call variables.
• user.microapp.ToExtVXML: This is used twice in an Agent
Greeting record script: the first time is to queue the Unified
CVP RecordAgentGreeting application; the second time is to tell the recording application where to save greeting files.
Configure it as an array with size 3.
Use the Unified CCE Administration tool to ensure this variable includes these settings: Maximum Length - 100 and
Enabled.
• user.microapp.app_media_lib:This is required in Agent
Greeting record and play scripts to specify the dedicated directory on the media server where your greeting audio files are stored. Maximum Length - 100 and Enabled.
• user.microapp.input_type: This is required in Agent Greeting record scripts to limit the allowable input type to DTMF.
Maximum Length - 100 and Enabled.
No other ECC (Expanded Call Variable) are needed if you serve your files from the Unified CVP default media server, and your files are in the media server default locale directory
("< web_server_root >\en-us\app"). However, if you store your files in a location other than these defaults, you must use one or more of the ECC in the next row in your scripts.
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Deploy Agent Greeting
Where
Unified CCE (optional variables, used to override defaults)
Unified CVP
What
To make these variables available to your script authors, confirm that they are defined in the Unified CCE Administration tool. For instructions about defining ECC variables for CVP, see the
Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-customer-voice-portal/ tsd-products-support-series-home.html
.
• user.microapp.media_server: Use to identify the Unified
CVP media server if it is other than the default.
• user.microapp.locale: Use to specify the name of the locale directory on the media server if it is other than the default
(“en-us”).
• user.microapp.UseVXMLParams: Required in your record script if you include the user.microapp.media_server variable.
It tells the external VXML recording script to use the name/value pair of the application that you pass in the user.microapp.ToExtVXML variable.
Unified CVP Server must be installed and configured, as described in the Cisco Unified Contact Center Enterprise Installation and
Upgrade Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/ products-installation-guides-list.html
.
Deploy Agent Greeting
Agent Greeting Deployment Tasks
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Ensure that your system meets the baseline requirements for software, hardware, and configuration described in the System Requirements and Limitations section.
Configure one or more servers to act as media servers. Configuration requirements include IIS and FTP.
In Unified CVP, add media servers, configure FTP connection information, and deploy the media servers.
Configure a Unified CVP media server, if you have not already done so. See
. .
In Unified CVP, republish the VXML Gateway.tcl scripts with updated Agent Greeting support. See
Republish the tcl scripts to VXML Gateway, on page 19
for Agent Greeting support.
Set the cache size on the VXML Gateway. See
Set Cache Size on VXML Gateway, on page 19 .
Record the voice prompts to play to agents when they record a greeting and to deploy the audio files to your media server. See
Create Voice Prompts for Recording Greetings, on page 19 .
Configure call types to record and play agent greetings. See
Configure Call Types, on page 20
.
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Configure Media Server for Agent Greeting
Step 9
Step 10
Step 11
Step 12
Step 13
Configure dialed numbers to record and play agent greetings. See
Configure Dialed Numbers, on page 21
.
Schedule the Script, on page 21 .
Define Network VRU Scripts for Agent Greeting, on page 21 .
In Script Editor:
• To use the installed scripts to record and play agent greetings, see
Import Example Agent Greeting Scripts, on page 23 .
• To create your own scripts, see
Agent Greeting Scripts, on page 27
.
Modify the Unified CCE call routing scripts to use Play Agent Greeting script, on page 25
.
Configure Media Server for Agent Greeting
Agent Greeting uses the Unified CVP media server. If you previously configured and deployed one or more
Unified CVP media servers for other features, you do not have to configure any additional servers for Agent
Greeting. You can optionally add additional media servers.
Agent Greeting uses the Unified CVP media server to store and serve the following types of files:
• Prompt files, prepared by Administrators. These files supply the prompts that agents hear when they record their greetings. The Administrator must manually add the prompt files to all the media servers that their Agent Greeting scripts will query to retrieve those files.
• Greeting files, recorded by agents. These files are the actual greetings that play to callers. They are recorded by individual agents. The system handles the storage of these files as follows:
• A greeting file is named using the convention PersonID_AgentGreetingType . For more about
AgentGreetingType , see
Specify AgentGreetingType Call Variable, on page 25 .
• When a greeting is first recorded, it is stored temporarily on the Unified CVP Server, where an agent can listen to it before confirming its use.
• When the agent confirms the greeting, the file is transferred, using FTP, to all media servers that are deployed and are configured with FTP enabled. Make sure that an FTP server is installed and configured for the correct version of IIS on the media server. For instructions, consult your Microsoft documentation ( http://microsoft.com
).
• To satisfy a request for the greeting to play to a caller, the greeting file is copied from the media server to the VXML Gateway, where it is cached. The cached copy is used to satisfy subsequent requests for the greeting. Content expires in the cache based on the cache timeout period defined on the media server.
The routing scripts look for the prompt and greeting files either on the configured default Unified CVP media server or on a specific server identified in the script. Some typical scripting scenarios for retrieving files for
Agent Greeting include:
• All files are retrieved from the default server.
• All files are retrieved from the default server if available; otherwise, a redundant server is queried.
• For security, the prompt files are retrieved from one server and the greetings files are retrieved from a different server.
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Media Server Hardware and Network Requirements
• For load balancing, the greetings files are dispersed among several servers and retrieved based on tests in the script.
Media Server Hardware and Network Requirements
Ensure the server is accessible to CVP, Unified CCE, and your agent desktops.
Prepare a Media Server
1.
Ensure that IIS is properly configured and running on the server. It must be listening on port 80.
2.
Ensure the server is accessible to CVP, Unified CCE, and your agent desktops.
3.
Perform the following steps: a.
On the taskbar, click Start , point to Administrative Tools , and then click Server Manager .
b.
In the Server Manager hierarchy pane, expand Roles , and then click Web Server (IIS) .
c.
In the Web Server (IIS) pane, scroll to the Role Services section, and then click Add Role Services .
d.
On the Select Role Services page of the Add Role Services wizard, expand FTP Server .
e.
Select FTP Service .
Note To support ASP.NET membership or IIS Manager authentication for the FTP service, you need to select FTP
Extensibility .
f.
Click Next.
g.
On the Confirm Installation Selections page, click Install.
h.
On the Results page, click Close.
i.
In the sites section, click Add FTP Site . Provide a site name and path to the same location as the http directory c:\inetpub\wwwroot.
j.
Select your desired binding method, specify to start automatically, select No SSL and click Next.
k.
On the Authentication and Authorization section select the type of authentication required. If using basic, note the name and password of the account.
l.
Select the authorization; for anonymous select Anonymous users .
m.
Set the read and write permissions.
Note Make note of your FTP connection information -- connection type, user name, password, and port number.
4.
Make sure that the FTP and the IIS share the same root directory, because the recording application writes the file to the media server directory structure, and the greeting playback call uses IIS to fetch the file.
The en-us/app directory should be under the same root directory for FTP and IIS.
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How Greeting Files Are Recorded and Served
5.
Create a dedicated directory on the server to store your greeting files. This lets you specify a lower cache timeout of 5 minutes for your agent greeting files that does not affect other more static files you may be serving from other directories. By default, the Record Greeting application posts the .wav
file to the en-us/app directory under your web/ftp root directory. You may create a dedicated directory such as ag_gr under the en-us/app directory, and then indicate this in the Unified CCE script that invokes the recording application. Use the array for the ECC variable call.user.microapp.ToExtVXML
to send the ftpPath parameter to the recording application. Make sure the ECC variable length is long enough, or it may get truncated and fail.
6.
In IIS Manager, set the cache expiration for the dedicated directory to a value that allows re-recorded greetings to replace their predecessor in a reasonable amount of time, while minimizing requests for data to the media server from the VXML Gateway. The ideal value varies depending on the number of agents you support and how often they re-record their greetings. Two minutes may be a reasonable starting point.
7.
Also find the site you are using, go to the agent greeting folder you created (ag_gr), and then select HTTP
Response Headers .
8.
Select Add , then Set Common Headers .
9.
Select Expire Web Content and set your desired value.
Note After specifying the cache timeout, it is a good idea to clear the cache on the VXML Gateway. This ensures the gateway requests the latest files from the media server. You need only clear the gateway cache once. Open a command prompt on the CVP VXML Gateway, log into IOS, and enter the following commands: my_server# conf t my_server(config)# clear http client cache my_server(config)# exit my_server(config)# wr
Note The HTTP client response timeout setting on the gateway must be greater than the time it takes to complete the largest anticipated FTP file transfer. If an FTP file transfer takes longer than the configured duration in seconds for HTTP client response timeout, the FTP transfer completes correctly, but the call drops as soon as the configured timeout duration is met. To change the HTTP client response timeout setting, open a command prompt on the CVP VXML Gateway, log into IOS, and enter the following commands: my_server# conf t my_server(config)# http client response timeout <new value in seconds> my_server(config)# exit my_server(config)# wr
By default, the HTTP client response timeout value for CVP is 30 seconds.
How Greeting Files Are Recorded and Served
Following is an illustration of how Greeting files are recorded and served, followed by a step by step description.
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Add and Configure Media Servers in CVP
1.
An agent initiates a greeting recording session and records a greeting.
2.
The VXML Gateway passes the recorded (but unsaved) greeting file to the VXML Server.
3.
The agent asks to listen to the greeting before saving it. The file is played from the VXML Server.
4.
The agent saves the greeting. The file is named (based on the Person ID + AgentGreetingType) and stored on the media server.
5.
Requests for the greeting file come in through the VXML Gateway. The VXML Gateway examines its web server cache for the file. If the file is present and not expired, the cached version is served. If the file is not present, or if its timestamp exceeds the cache expiration, the file is retrieved from the media server and cached again.
Add and Configure Media Servers in CVP
You can add one or more servers to CVP to act as media servers. If you add multiple media servers, note the following:
• CVP automatically propagates files that are added to one media server out to all media servers in the list that have FTP enabled. To enable FTP on a media server, use the following procedure.
• You can designate one media server as the default. If a default media server is defined, requests for files are automatically sent to that server without your having to specify that server in your routing scripts.
1.
Access the CVP Operations Console by typing https://<OAMP_server_IP>:9443/oamp .
2.
At the CVP Operations Console, select Device Management > Media Server .
3.
Add a server to the list of CVP media servers.
4.
Select FTP Enabled .
5.
Configure the credentials and port settings that will permit CVP to write files to the server using FTP.
6.
Optionally, you can designate one of your media servers as the Default Media Server.
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Republish the tcl scripts to VXML Gateway
7.
Click the Deploy button to deploy the list of media servers to your CVP Servers.
Note: If you deploy the list of media servers and then designate a default, you must redeploy the list.
Republish the tcl scripts to VXML Gateway
The .tcl script files that ship with Unified CVP include updates to support Agent Greeting. You must republish these updated files to your VXML Gateway.
Republishing scripts to the VXML Gateways is a standard task in CVP upgrades. You must republish the scripts before you can use Agent Greeting.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Unified CVP Operation Console, select Bulk Administration > File Transfer > Scripts and Media .
Set Device to Gateway.
Select the gateways you want to update. Typically you would select all of them unless you have a specific reason not to.
Select Default Gateway Files .
Click Transfer .
Set Cache Size on VXML Gateway
To ensure adequate performance, set the size of the cache on the VXML Gateway to the maximum allowed.
The maximum size is 100 megabytes; the default is 15 kilobytes. Failure to set the VXML Gateway cache to its maximum can result in slowed performance to increased traffic to the media server.
Use the following Cisco IOS commands on the VXML Gateway to reset the cache size: conf t http client cache memory pool 100000 exit wr
For more information about configuring the cache size, see the Configuration Guide for Cisco Unified Customer
Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/ tsd-products-support-series-home.html
.
Create Voice Prompts for Recording Greetings
You must create audio files for each of the voice prompts that agents hear as they record a greeting. The number of prompts you require can vary, but a typical set can consist of:
• A welcome followed by a prompt to select which greeting to work with (this assumes you support multiple greetings per agent)
• A prompt to select whether they want to hear the current version, record a new one, or return to the main menu
• A prompt to play if a current greeting is not found.
To create voice prompts for recording greetings:
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Built-In Recording Prompts
Procedure
Step 1
Step 2
Step 3
Create the files using the recording tool of your choice. When you record your files:
• The media files must be in .wav
format. Your .wav
files must match Unified CVP encoding and format requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).
• Test your audio files. Ensure that they are not clipped and that they are consistent in volume and tone.
After recording, deploy the files to your Unified CVP media server. The default deployment location is to the
<web_server_root> \en-us\app directory.
Note the names of the files and the location where you deployed them on the media server. Your script authors need this information for the Agent Greeting scripts.
Built-In Recording Prompts
The Unified CVP Get Speech micro-application used to record Agent Greetings includes the following built-in prompts:
• A prompt that agents can use to play back what they recorded
• A prompt to save the greeting, record it again, or return to the main menu
• A prompt that confirms the save, with an option to hang up or return to the main menu
Example Record Greeting Prompts
Unified CCE includes three example record greeting audio prompts. These are installed on each ICM server at <icm_root>\wav. These example files are referenced in the example recording script that are included with
ICM. If you plan to deploy the example script, copy the audio prompts to the <web_server_root>en-us\app directory on your media server.
Configure Call Types
You can replace these .wav
files with files of your own. For more information, see the Unified Customer
Voice Portal Call Studio documentation at https://www.cisco.com/c/en/us/support/unified-communications/ unified-call-studio/tsd-products-support-series-home.html
.
To record and play agent greetings, create the following call types: RecordAgentGreeting and
PlayAgentGreeting.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Configuration Manager, select Tools > List Tools .
Select Call Type List .
Click Retrieve .
Click Add .
Create a call type to record agent greetings and use the name RecordAgentGreeting. Then click Save .
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Configure Dialed Numbers
Step 6 Create a call type to play agent greetings and use the name PlayAgentGreeting. Then click Save .
Configure Dialed Numbers
To record and play agent greetings, create the following dialed numbers: RecordAgentGreeting and
PlayAgentGreeting.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
From the Configuration Manager, select Tools > List Tools .
Select Dialed Number/Script Selector List .
Click Retrieve .
Click Add .
On the Attributes tab, do the following: a) Create a dialed number to record agent greetings; use the name RecordAgentGreeting. (The name must match exactly and is case-sensitive.) Set the Media routing domain to Cisco_Voice , and then click Save .
b) Create a dialed number to play agent greetings; use the name PlayAgentGreeting. (The name must match exactly and is case-sensitive.) Set the Media routing domain to Cisco_Voice , and then click Save .
On the Dialed Number Mapping tab, do the following: a) Click Add and map the RecordAgentGreeting dialed number to its call type; click OK .
b) Click Add and map the PlayAgentGreeting dialed number and its call type; click OK .
Schedule the Script
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Script Editor , select Script > Call Type Manager .
From the Call Type Manager screen, select the Schedules tab.
From the Call type drop-down list, select the call type to associate with the script; for example,
PlayAgentGreeting.
Click Add and select the script you want from the Scripts box.
Click OK twice to exit.
Define Network VRU Scripts for Agent Greeting
For Agent Greeting record and play scripts to interact with Unified CVP, Network VRU scripts are required.
The number of VRU scripts that you require and how you configure them depends on how you choose to script Agent Greeting.
To create these scripts, use the Network VRU Script List Tool found in Configuration Manager.
The following table lists an example set of Agent Greeting Network VRU scripts based on the example Agent
Greeting scripts that are included with the software.
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Define Network VRU Scripts for Agent Greeting
Note If you require the following example VRU scripts, you must manually create them.
• The Network VRU must be a Type10
• The default timeout 180 is acceptable
• Leave Overridable unchecked
Table 2: Agent Greeting Network VRU Scripts
Name /
VRU Script Name
AgentGreeting
PM,-a
Configuration
Parameter null
Interruptible
(Y/N)
N
What it does
GreetingMenu_1_to_9
M,press_1_thru_9_greeting,A
1-9
GreetingSubMenu
M,press1-press2-press3,A
Greeting_Not_Found
PM,no_greeting_recorded,A
T10_GS_AUDIUM
GS,Server,V, FTP
1-3
Y
,,,,,,,,,,Y
Y
Y
Y
Y
Causes a saved greeting audio file to play. The
-a parameter automatically generates the file name by concatenating the Person ID with the AgentGreetingType variable value set in your routing scripts that target an agent.
During a recording session, play an audio file that presents a voice menu prompting the agent to press the number corresponding to the greeting he or she wants to record. The
1-9 configuration parameter defines the range of allowable keys. So this value also determines the number of concurrent greetings agents can have. The
A parameter specifies that the file is in the (default)
Application directory on the Unified CVP Server.
During a recording session, play an audio file that prompts the agent to press 1 to listen to a greeting, 2 to record, or 3 to go to the main menu.
During a recording session, if an agent tries to play back a greeting that does not exist, play the no_greeting_recorded audio file. The
Y configuration parameter in this instance allows barge-in (digit entry to interrupt media playback).
This starts the external VXML application that records the greeting. The VRU script name must be specified exactly as shown and is case-sensitive.
The
Y parameter in the eleventh position of the
Configuration Parameter is required. It allows the script to pass FTP connection information to the VXML server.
The VXML server then uses this information to make an
FTP connection to the media server when saving greeting files.
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Import Example Agent Greeting Scripts
Name /
VRU Script Name
GreetingReview
PM,-a,A
Configuration
Parameter
Y
Interruptible
(Y/N)
Y
What it does
This script allows the agent to review the recorded greeting audio file.
Note For descriptions of VRU Script Name parameters and detailed instructions on creating Network VRU scripts for CVP micro-applications, see the Configuration and Administration Guide for Cisco Unified Customer
Voice Portal.
Import Example Agent Greeting Scripts
To view or use the example Agent Greeting scripts, you must first import them into Script Editor. To import the scripts:
Procedure
Step 1
Step 2
Launch Script Editor.
Select File > Import Script and select a script to import.
The scripts are located in the icm\bin directory on the data server (DS) node.
Note When you import the example scripts, Script Editor maps objects that are referenced in the scripts.
Some of the objects, such as the external Network VRU scripts, skill groups, route to skill group, or precision queue, do not map successfully. You must create these manually or change these references to point to existing scripts, skill groups, and precision queues in your system.
What to do next
In addition to importing the scripts, you may need to modify the following items. For more information, see
Agent Greeting Scripts, on page 27 .
• If you do not use a default media server, you must modify the media server specification.
• If you do not use the default values for application and locale ( en-us/app ), you must modify the path name of greeting files.
• Using the Unified CCE Administration tool, enable all expanded call variables referenced by the following sample scripts.
Agent Greeting Example Routing Scripts
The example routing script files in the icm\bin directory include:
• AG.ICMS— This script sets up an Agent Greeting by setting the greeting type to be used on the call and then queueing the call to a skill group or precision queue. Once an agent is selected from the skill group
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Test Agent Greeting File Path or precision queue and the call routed to the agent, the PAG.ICMS script is invoked. It requires that you define an AgentGreeting VRU script (described in
Define Network VRU Scripts for Agent Greeting, on page 21
) and a skill group.
• PAG.ICMS— This script causes an Agent Greeting to play. It is invoked by the PlayAgentGreeting dialed number that you configured earlier in the configuration process. This number must be associated with a call type that then executes the script. It requires that you define an AgentGreeting VRU script, described in
Define Network VRU Scripts for Agent Greeting, on page 21 .
• RECORD_AG.ICMS— This script lets agents record a greeting. It is called from the agent desktop when an agent clicks the Record Agent Greeting button. It prompts the agent to select which greeting to play or record. This script is invoked by the RecordAgentGreeting dialed number that you configured earlier in this configuration process. It requires that you define all five VRU scripts described in
Network VRU Scripts for Agent Greeting, on page 21 .
• WA_AG.ICMS— This script plays a Whisper Announcement and an Agent Greeting together on the same call flow. It requires that you define an AgentGreeting VRU script (described in
VRU Scripts for Agent Greeting, on page 21
) and a skill group.
Note The PAG.ICMS and RECORD_AG.ICMS example scripts assume that a default media server is configured in Unified CVP, and the greeting files are stored in a dedicated directory named ag_gr directory. The
WA_AG.ICMS script does not include a dedicated directory.
Note For greeting, the initial script sets up the call between caller and agent, and a different script plays the greeting to the agent after the caller is connected. If the initial Unified CCE script overrides the default media server with a SET node, the call context of expanded call variables is preserved on the greeting playback call as well, and the Default Media Server may be overridden. In this case, modify the greeting playback script to use a
SET node with the correct media server.
Test Agent Greeting File Path
When an agent records a greeting, the greeting file is saved with a system-generated name as follows:
• The Person ID number is prepended to the starting string. For example, an agent with a Person ID of
5050 would have greeting files named 5050_1 or 5050_French.
• The filename ends with the value of the Call.AgentGreetingType variable associated with the choice the agent made when recording the greeting. For example, if the agent selected the first option, and the Agent
Greeting record script sets the first option to "1," then the greeting filename is appended with _1. As another example, if descriptive strings were implemented, and the first option is associated with the string
"French," then the greeting filename is appended with _French.
The greeting file is saved in a directory whose path is determined by the following variables in the Agent
Greeting record script:
• A specific media server, or the default media server. (The file is later pushed to all FTP-enabled media servers.)
• A specific application directory, or the default application directory.
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Modify the Unified CCE call routing scripts to use Play Agent Greeting script
• A specific locale directory, or the default locale directory.
To test the path you defined to the greeting file in your script variables, plug the complete URL into a browser.
The .wav
file should play. For example:
• If your script uses a default media server whose IP is 192.1.1.28 + the default locale + an application directory named greet + 5050_im1.wav
, then the generated URL should be http://192.1.1.28/en-us/app/greet/5050_1.wav
. Entering this URL into a browser should cause this agent’s greeting to play.
• If your script includes: http://my_server.my_domain.com + the default locale + an application directory app/greet + 5050_1.wav
, then the path should be http://my_server.my_domain.com/en-us/app/greet/5050_1.wav
.
Modify the Unified CCE call routing scripts to use Play Agent Greeting script
For an Agent Greeting play script to run, you must add an AgentGreetingType Set Variable node to your existing Unified CCE call routing scripts: This variable's value is used to select the audio file to play for the greeting. Set the variable before the script node that queues the call to an agent (that is, the Queue [to Skill
Group or Precision Queue], Queue Agent, Route Select, or Select node).
Specify AgentGreetingType Call Variable
To include Agent Greeting in a script, insert a Set Variable node that references the AgentGreetingType call variable. The AgentGreetingType variable causes a greeting to play and specifies the audio file it should use.
The variable value corresponds to the name of the greeting type for the skill group or Precision Queue. For example, if there is a skill group or Precision Queue for Sales agents and if the greeting type for Sales is '5', then the variable value should be 5.
You can use a single greeting prompt throughout a single call type. As a result, use one AgentGreetingType set node per script. However, as needed, you can set the variable at multiple places in your scripts to allow different greetings to play for different endpoints. For example, if you do skills-based routing, you can specify the variable at each decision point used to select a particular skill group or Precision Queue.
Note Only one greeting can play per call. If a script references and sets the AgentGreetingType variable more than once in any single path through a script, the last value to be set is the one that plays.
Use these settings in the Set Variable node for Agent Greeting:
• Object Type: Call.
• Variable: Must use the AgentGreetingType variable.
• Type: Must use the PersonID_AgentGreetingType type.
• Value: Specify the value that corresponds to the greeting type you want to play. For example: “2” or
“French”
• You must enclose the value in quotes.
• The value is not case-sensitive.
• The value cannot include spaces or characters that require URL encoding.
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Scripting Agent Greeting for Multiple Customers
The following script example illustrates how to include Agent Greeting in a script using the Set Variable node:
Figure 1: Modified Call Routing Script to Enable Greeting Play
Scripting Agent Greeting for Multiple Customers
In the out-of-box method for deploying Agent Greeting, Unified CCE uses the customer information from the built-in “PlayAgentGreeting” dialed number to choose the correct network VRU to play the greeting. If your deployment has multiple customers configured within your Unified CCE instance and you want to use
Agent Greeting with all of them, you must configure things differently to work around customer associations.
Configure Custom Dialed Number for Agent Greeting Play
To play Agent Greetings for multiple customer instances, configure the built-in PlayAgentGreeting dialed number for each Unified CM routing client, but do not associate it with a specific customer. The Unified CM peripheral uses this number to initiate Agent Greeting play. If you want your greetings to be played from a different network VRU, use the TranslationRouteToVRU node in your routing scripts to explicitly choose the network VRU.
Configure Custom Dialed Number for Agent Greeting Record
To record Agent Greetings when you have multiple customers, you must create your own custom dialed number for recording. You may want to create different dialed numbers for different customers. As with Agent
Greeting play, if you want to use different network VRUs to record Agent Greetings for different customers, use the TranslationRouteToVRU node in your routing script to explicitly select the network VRU.
Create your own custom button or have your agents enter the record dialed number using the dial pad on their desktops.
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Agent Greeting Scripts
Agent Greeting Scripts
Agent Greeting requires two call routing scripts: one that agents can use to record greetings and one to play a greeting to callers. Examples of these scripts are included in your installation. This section describes the elements in the installed example scripts, including optional features and other modifications that you can make. To create scripts from scratch, use this section to understand the required elements in Agent Greeting scripts.
Note If you plan to use the installed example scripts out of the box, you can ignore this section.
Agent Greeting Recording Script
The Agent Greeting recording script is a dedicated routing script that allows agents to record greetings. You can use the installed example scripts or create your own.
The script should be called from the agent desktop when an agent clicks the Record Greeting button on the
CTI OS desktop. If you support multiple greetings per agent, it should include prompts to select which greeting to play or record. The dialed number RecordAgentGreeting must be created for the specific routing client and associated with a call type which then executes this script.
In the example script shown here, the agent is first prompted to select one of nine possible greeting types.
After selecting a greeting type, the agent chooses whether to 1) listen to the existing greeting for that type; 2) record a new greeting for that type, or 3) return to the main menu. If the agent selects the option to listen, the name of the application directory on the media server is set and the external VRU script that plays the greeting is triggered. Then the agent is returned to the main menu. If the agent selects the option to record, the Unified
CVP recording application is called. The recording application contains its own built-in audio prompts that step the agent through the process of recording and saving a greeting. At the end, the agent is returned to the main menu.
There are several other behaviors in the script to note. An agent may select to listen to a greeting type for which no greeting exists. In that event, a VRU script that plays an error message is called. Also, in two places in the script, the path to the application directory is reset to the default. This is because (in this example) that is where the files for the audio files reside. The only files that reside outside of the default directory are the greetings themselves.
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RecordAgentGreeting Micro-application
Figure 2: Agent Greeting Record Script
Agent Greeting
RecordAgentGreeting Micro-application
Unified CVP includes a dedicated micro-application -- RecordAgentGreeting -- for recording agent greetings.
The application lets agents record, review, re-record, and confirm the save of a greeting. It includes audio files to support each of these functions. If an agent is not satisfied with a greeting, it can be re-recorded up to three times. Upon confirmation of a save, the application FTPs the saved file to the media server.
Built-in error checking includes checks for the data required to name the file ( Person ID + AgentGreetingType variable value), media server specification, valid menu selections made by the agent, and successful FTP of the greeting file.
Agent Greeting Record Script Nodes
Using the example script as a reference, here are descriptions of the functions its nodes perform.
Table 3: Script Node Functions for Agent Greeting
Node
Variable:Call:user.
microapp.input_type
RunExtScript:Press 1-9 to Select
Greeting X
Value
D
M,press_1_thru_9_greeting,A
What it does
Sets the allowable input type to DTMF
(touch tone).
Runs the VRU script that defines which digits are valid to select an
AgentGreetingType and plays a voice prompt describing the options.
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Agent Greeting Record Script Nodes
Node
Variable:Call:AgentGreetingType
RunExtScript:
1 - hear greeting X,
2 - record greeting X,
3 - return to menu
CED
Value
Call.CallerEnteredDigits
M,press1-press2-press3,A
What it does
Sets the AgentGreetingType to the digit the agent pressed. This text is used in the greeting wave file. It can be a simple numbering system or more descriptive titles such as “English.”
Runs the VRU script that defines which digits are valid to select a desired action and plays a voice prompt describing the options.
Variable:Call: user.microapp.app_media_lib
RunExtScript: Play Recording
1,2,3
Set three times:
• Once to "app/ag_gr"
• Twice to "" (an empty string; that is, the default)
PM,-a,A
RunExtScript:Greeting Not Found
PM,no_greeting_recorded,A
Tells the script how to handle the caller entered digits in response to the 1,2,3 external script.
Defines the path to the application directory on the Unified CVP media server. Prior to playing the greeting file, it is set to the dedicated greeting file directory (in this example, app/ag_gr ). After the greeting file plays, it is reset to the default application directory where (in this example) the files for voice prompts are stored. If the voice prompts were stored in the same directory as the greeting files, there would be no need to reset the path.
Runs the VRU script that plays the selected Agent Greeting.
Runs the VRU script that plays an error message if the Agent Greeting selected to play does not exist.
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Specify Media Server in Routing Scripts
Node
Variable:
Call:user.microapp.
ToExtVXML[]
Variable:
Call:user.microapp.
ToExtVXML[]
RunExtScript: Run Default
Recording Application
Value What it does
Array Index: 2
Value: "ftpPath=< directory >" path_to_dedicated/
For example: "ftpPath=en-us/app/ag_gr"
Specifies the FTP information that the
VXML server uses to write greeting files to the media server. The information must match the FTP information configured for the media server in the
Unified CVP Operations Console.
The value for array index must be 2.
The value consists of:
• ftpPath= to set the path to the dedicated directory for agent greeting files.
• The path must begin with the locale directory.
Array Index: 0
Value:
"application=RecordAgentGreeting"
GS,Server,V
To view additional setting options, see
CVP documentation .
Identifies the external Unified CVP micro-application
(RecordAgentGreeting) that is used to record the greeting.
The value for array index must be 0.
Runs the VRU script that launches the
Get Speech micro-application on the
VXML server.
Specify Media Server in Routing Scripts
When you configure media servers in CVP, you can specify a default media server. The benefit to specifying a default media server is that your scripts do not need a Set Variable node to access the default media server.
For this to work, you must make sure that the files a script requests are stored on the default server.
If you do not define a default media server, or if you define a default but the files that your script requires are not stored on the default, then the script must include a Set Variable node to identify a media server.
To specify a media server that stores the files required by your script, use the following settings in the Set
Variable node:
• Object Type: Call.
• Variable: Must use the user.microapp.media_server expanded call variable.
• Value: Specify the HTTP path to the server. For example: “http://myserver.mydomain.net.” You must enclose the path in quotes.
• Alternately you can specify an IP address in place of a hostname.
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Specify Greeting File Locale and Application Directories in Routing Scripts
In scripts that invoke an external VXML application (as the Agent Greeting record script does), if you explicitly set a variable for the media server (user.microapp.media_server), then you must also set the following variables:
• The path to the media server application directory (user.microapp.app_media_lib)
• The CVP UseVXMLParams value to N.(user.microapp.UseVXMLParams)
See the following example.
Figure 3: Additional Required Variables When Specifying a Media Server
Specify Greeting File Locale and Application Directories in Routing Scripts
CVP uses a default storage directory for media files: <web_server_root> /en-us/app . To take advantage of this, Unified CCE call routing scripts automatically add en-us/app to the server name when constructing HTTP requests for media files. For example:
• If the script node that defines the media server has a value of “http://myserver.mydomain.com,” and
• The script node that defines which audio file to play has a value of “5050_1.wav” (for an agent with a
Person ID of 5050), then
• The HTTP request for the file is automatically constructed as http://myserver.mydomain.com/en-us/app/5050_1.wav
If your greeting audio files are stored in a different locale directory, you must add a Set Variable node to your script that identifies the locale directory. As you must store your greeting files in a dedicated subdirectory under the locale, you must always add a Set Variable node that identifies that directory.
Use these settings in the Set Variable node to specify your locale directory:
• Object Type: Call.
• Variable: Must use the user.microapp.locale expanded call variable.
• Value: Specify the directory name. For example: “pt-br” (Portuguese-Brazil). You must enclose the path in quotes.
Use these settings in the Set Variable node to specify your application directory:
• Object Type: Call.
• Variable: Must use the user.microapp.app_media_lib expanded call variable.
• Value: Specify the directory name. For example: to use a directory “greet” in place of the default directory
“app”, enter “greet”. To use a sub-directory “greet” under “app” enter “app/greet”. You must enclose the path in quotes.
Verify Length for Media Server Locale and Application Directory Variables
If you include Set Variable nodes for the media server, locale, and/or application directories, make sure that the values you set for them do not exceed the Maximum Length settings for their corresponding expanded call variables.
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Descriptive Agent Greeting Type Strings
For example, if you include a Set Variable node for the media server with a value of
“http://mysubdomain.mydomain.co.uk”, the string is 33 characters long. Therefore, the Maximum Length setting for the user.microapp.media_server expanded call variable must be 33 or greater. Otherwise, the server name is truncated in the HTTP request for the file and the file is not found.
To configure ECC variables, use the Unified CCE Configuration Manager. Select List Tools > Expanded
Call Variables List .
Descriptive Agent Greeting Type Strings
The previous Agent Greeting record script example stores Agent Greeting Type values as numbers (although in string format). But suppose you prefer more descriptive string names. For example, “English,” “French,” and “Spanish.” Or “Sales,” “Billing,” and “Tech Support.”
Descriptive names can make it easier to understand at a glance what different numeric key selections in your scripts correspond to. Note that they also affect how greeting files are named (for example, for an agent whose
Person ID is 5050, 5050_English.wav
as opposed to 5050_1.wav
).
The following script example is almost identical to the previous record script, except that it includes four additional nodes (highlighted in green). They consist of an additional CED node that maps the keys 1, 2, and
3 to language names. The Run Ext Script node (in gray) was modified for the new options. The rest of the script is the same with no other changes required. Note that your routing scripts require a corresponding mapping of numeric keys to language names.
Figure 4: Script with Descriptive Greeting Type Strings
Agent Greeting Play Script
The Agent Greeting feature requires a dedicated routing script that causes the agent greeting to play. This script is invoked by the PlayAgentGreeting dialed number.
The Play script must contain at least two and possibly four specific nodes, depending on other factors.
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Agent Greeting Play Script
You always need the following nodes:
• A Run External Script node that calls the VRU script that plays the greeting.
• A Set Variable node that sets the directory path to your greeting files.
You may also need to include in your scripts Set Variable nodes that:
• Specify the Media Server: Unified CVP lets you specify a default media server. If you are not serving your audio files from the default media server, your scripts must include a variable that identifies the server where your audio files are stored.
• Specify the Locale Directory: Additionally, if you are not storing your files in the default locale directory en-us on the media server, you must include a variable that specifies the name of the locale directory where the files are stored.
Note The Locale Directory set variable node is optional. It is needed only if you decide to use a directory other than the default one.
Figure 5: Agent Greeting Play Script Example
On a Mobile Agent callflow, CUCM may return a 404 error due to the absence of Agent Greeting, leading to call failure. To fix this issue, do the following:
1.
Add a new Run External Script node with its backup media mapped to the agent greeting.
2.
Add the Run External Script node between the failure path of the AgentGreeting Run External Script node and the End node.
3.
Connect the Run External Script node's success path to the existing Release call node and failure path to the existing end node.
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Reporting
Adding the Run External Script node may add a short delay of one to two seconds to the call flow.
Reporting
In agent, skill group, and precision queue reports, greeting time is not specifically broken out. The period during which the greeting plays is reported as talk time. Record time is counted as an internal call by the default skill group.
Calls that involve Agent Greeting consist of two call legs: the inbound call from the customer and the call to
Unified CVP for the greeting. Both of these legs have the same RouterCallKeyDay and RouterCallKey values in the TCD and RCD tables in the database. You can use these values to link the two legs together for reporting purposes.
Greeting Call Statistics
To view greeting call statistics, create a separate call type and associate it with the routing script that plays agent greeting. New Cisco Unified Intelligence Center templates for the agent greeting call type are created based on the data in the existing Call_Type_Real_Time and Call_Type_Interval table in the database.
Peripheral Call Types for Agent Greeting
There are two peripheral call types specific to Agent Greeting that you can use to track and report on the feature.
• Call Type 39: Play Agent Greeting. Route request to play an Agent Greeting.
• Call Type 40: Record Agent Greeting. Agent call for recording an Agent Greeting.
Extra TCDs and RCDs are generated for the agent greeting call leg, and they can be linked to the first call leg by the same RouterCallKeyDay and RouterCallKey.
Serviceability
Serviceability for Agent Greeting includes SNMP events captured by your Network management software that indicate reasons for greeting failures and counters to track the number of failed greeting events.
Note There is no counter for the number of failed agent greeting calls.
When system components fail, Agent Greeting may be impacted. For example, if a requested greeting audio file cannot be found for any reason, the call proceeds normally without the Agent Greeting.
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C H A P T E R
3
Agent Request
•
Agent Request Feature Description, on page 35
•
Configure Unified CCE for Agent Request, on page 38
•
Configure Customer Collaboration Platform for a Voice Callback Agent Request, on page 41
•
Agent Request Script, on page 42
•
Use the Sample Code to Create a Customer Callback Request, on page 44
•
Agent Request Reporting, on page 45
Agent Request Feature Description
The Agent Request feature allows a customer to initiate a request on the web that results in a call from an agent.
To use Agent Request, your solution requires the Cisco Customer Collaboration Platform optional component.
Cisco Customer Collaboration Platform works in a Contact Center Enterprise (Unified CCE) solution to process the request from its inception through the delivery of the callback.
Important The Agent Request feature can be used only if the customer or a partner develops a custom application. There is sample code on DevNet (formerly Cisco Developer Network) that you can use to understand how to start building your custom application to submit callback requests to Customer Collaboration Platform.
Customer Collaboration Platform and Agent Request
Customer Collaboration Platform provides the Callback API used by a custom application to request a phone call from a contact center agent.
The API works in conjunction with Customer Collaboration Platform callback feeds, campaigns, and notifications to pass callback requests to the contact center for routing.
The Callback API:
• Allows custom applications to initiate a callback.
• Forwards the callback request and callback details to Unified CCE using a notification mechanism (the
Connection to Unified CCE notification type) through a Media Routing (MR) connection.
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Agent Request Prerequisites
• Allows custom applications to retrieve the state of the callback as well as the estimated wait time (EWT) until an agent becomes available.
• Allows custom applications to cancel a requested callback.
The Callback API supports the use of Call variables and ECC variables for callback requests. Call variables and ECC variables send customer-specific information with the request. When you create a callback contact, the social contact associated with the callback contact includes all of the specified variables as extension fields.
Unified CCE and Agent Request
When it receives an Agent Request, Unified CCE performs these tasks:
• Process the callback request.
• Route the callback request to an agent and place a call from the agent's phone to the customer.
• Notify Customer Collaboration Platform that the agent has been selected.
Agent Desktops and Agent Request
Cisco Finesse supports Agent Request.
Enterprise Chat and Email and Agent Request
To configure prefixes and filters for dialed numbers in Enterprise Chat and Email, you must use the Unified
CCE Script Editor.
Unsupported Environments
Agent Request is not supported:
• In a Parent/Child deployment
• With Mobile Agents
• In a hybrid deployment
Agent Request Prerequisites
Install and configure Customer Collaboration Platform before implementing Agent Request. Customer
Collaboration Platform must be geographically colocated with one side of the Media Routing Peripheral
Gateway (MR PG).
The customer or partner must build a custom application for the Agent Request feature. See
Code to Create a Customer Callback Request, on page 44 .
Customer Collaboration Platform is always deployed in a DMZ. Remember to open the port you have configured for the MR PG. See
Set up the Media Routing PG and PIM, on page 40 .
Agent Request Call Flow
The flow proceeds as follows:
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Agent Request Scenarios
1.
The customer application initiates an agent request by requesting a callback.
2.
Customer Collaboration Platform sends the request to the Media Routing PG.
a.
The Media Routing PG sends the request to the Router.
b.
The Router sends the request to the Agent PG.
c.
The Agent PG sends the request to the agent.
3.
A call is initiated from the agent's phone, on behalf of the agent, dialing the customer's phone number.
Note The agent does not control when the call is placed.
Figure 6: Agent Request Call Flow
Agent Request Scenarios
1.
From the web, the customer requests to speak to an agent.
2.
The customer receives feedback that the request is accepted.
3.
The customer receives feedback that the call is queued and the estimated wait time.
4.
The customer receives feedback that a call is on its way.
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5.
The agent's phone places an outbound call.
6.
The agent is presented with call context.
If
The customer is available
Then
The customer receives and answers the call, and speaks to the agent
The customer is busy when the callback occurs
The agent receives a busy tone
The customer does not answer when the callback occurs
The agent hears ringing
The customer cancels the callback before an agent is selected
There is no impact on the agent
Configure Unified CCE for Agent Request
The following information describes how to configure Agent Request for a Unified CCE deployment.
Important Configure Unified CCE before you configure Customer Collaboration Platform.
Configuration Manager
Use these Configuration Manager tools and procedures to configure Agent Request.
Configure Network VRU and Network VRU Script
Procedure
Step 1
Step 2
In the Configuration Manager, use the Network VRU Explorer tool to configure and save a type 2 VRU. The
Network VRU is used to queue voice callback tasks if an agent is not available to handle them.
In the Configuration Manager, use the Network VRU Script List tool to add a Network VRU Script that references the Network VRU that you configured in Step 1.
The Network VRU Script is used for Estimated Wait Time.
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Configure the Media Routing PG and PIM
Configure the Media Routing PG and PIM
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Configuration Manager, open the PG Explorer tool to configure a media routing PG.
Create a media routing PIM and routing client for Customer Collaboration Platform.
Write down the Logical Controller ID and the Peripheral ID. You will use them when you set up the PG.
On the Peripheral tab in the PG Explorer tool, check the Enable post routing check box.
On the Routing Client tab in the PG Explorer tool, select the Multichannel option from the Routing Type drop-down list box.
On the Advanced tab in the PG Explorer tool, select the type 2 Network VRU that you created.
Configure Call Type
Procedure
Open the Call Type List tool, and create a call type to handle calls from an agent request voice callback.
Configure Dialed Number/Script Selector
Procedure
Step 1
Step 2
Step 3
Open the Dialed Number/Script Selector List tool, and create a script selector on the routing client that you configured. Customer Collaboration Platform uses this script selector to request agents for voice callback.
(The script selector configured here must be the same as the one entered in the Customer Collaboration
Platform notification.)
On the Attributes tab, select Cisco_Voice from the Media routing domain drop-down list box.
On the Dialed Number Mapping tab, map the script selector to the call type you created.
Configure ECC Variables
Procedure
Step 1
Step 2
Open the Expanded Call Variable List tool.
Add one or more ECC Variables for the callback request.
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Set up the Media Routing PG and PIM
Note Arrays are not supported with the Agent Request feature.
CCE solutions support the Latin 1 character set only for Expanded Call Context variables and Call variables when used with CVP, Finesse, and Customer Collaboration Platform. CCE also supports the use of multi-byte character sets in limited usage for ECC and call variables when setting them in Script Editor using double quotes.
Set up the Media Routing PG and PIM
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Navigate to Unified CCE Administration > Overview > Infrastructure Settings > Peripheral Gateways .
Determine the Peripheral ID for a Multichannel peripheral that is unused.
From Cisco Unified CCE Tools, select Peripheral Gateway Setup .
On the Components Setup screen, in the Instance Components panel, select the PG Instance component. If the PG does not exist, click Add . If it exists, click Edit .
In the Peripheral Gateways Properties screen, click Media Routing . Click Next .
Click Yes at the prompt to stop the service.
From the Peripheral Gateway Component Properties screen, click Add , select the next PIM, and configure with the Client Type of Media Routing as follows.
a) Check Enabled .
b) In the Peripheral Name field, enter MR .
c) For Application Hostname (1) , enter the hostname or IP address of Customer Collaboration Platform.
Note The system does not support IP address change. Use the hostname if you foresee a change in
IP address. This is applicable for all the Hostname/ IP Address fields.
d) By default, Customer Collaboration Platform accepts the MR connection on Application Connection
Port 38001. The Application Connection Port setting on Customer Collaboration Platform must match the setting on the MR PG; if you change the port on one side of the connection, you must change it on the other side.
e) Leave the Application Hostname (2) , field blank.
f) Keep all other values.
g) Click OK .
On the Peripheral Gateway Component Properties screen, enter the Logical Controller ID that you recorded when you configured the Media Routing PG and PIM.
Accept defaults and click Next until the Setup Complete screen opens.
At the Setup Complete screen, check Yes to start the service. Click Finish .
Click Exit Setup .
Repeat from Step 1 for Side B.
Navigate to Unified CCE Administration > Infrastructure Settings > Inventory .
Add Customer Collaboration Platform as an external machine.
a) Click Add.
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Configure Customer Collaboration Platform for a Voice Callback Agent Request b) Select Customer Collaboration Platform from the drop-down list.
c) Enter the required information.
d) Click Save .
The system automatically enables and completes the CCE Configuration for Multichannel Routing settings in Customer Collaboration Platform Administration, including the Application Connection Port you specified.
Configure Customer Collaboration Platform for a Voice Callback
Agent Request
To support a callback request, Customer Collaboration Platform must be configured with:
• A callback feed
• A campaign
• A Connection to CCE notification configured for the campaign mentioned above that will be triggered by incoming callback requests with a matching tag.
Create Feed
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Sign in to Customer Collaboration Platform.
Click Configuration .
On the Manage Feeds panel, click New .
For Type , select Callback .
Name the feed.
For Reply Template , retain the default, No reply template .
Configure the feed to automatically tag all callback requests that come in on that feed. For example, autotag with 'sendtocontactcenter'.
Make a note of the tag. It is used to trigger the notification to CCE.
Click Save .
Create Campaign
Procedure
Step 1
Step 2
Sign in to Customer Collaboration Platform.
Click Configuration .
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Create Notification
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
On the Manage Campaigns panel, click New .
Name the campaign.
Enter an optional description.
Make no selection in the Chat Invitation Feed drop-down list.
Locate the Callback feed in the Available panel and move it to Selected .
Click Save .
Create Notification
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Sign in to Customer Collaboration Platform.
Click Administration .
On the Manage Notifications panel, click New .
For Type , select Connection to CCE .
Name the notification.
From the Campaigns drop-down list, select the campaign that you created for the callback.
In the Tags field, enter the tag that is automatically applied to callback requests by the feed. In our example
'sendtocontactcenter'.
For Request Type , select Callback .
In the Dialed Number/Script Selector field, enter the dialed number string that you have configured.
See
Configure Dialed Number/Script Selector, on page 39
.
Click Save .
Agent Request Script
The Agent Request Script is used to implement an optional dial-plan, queue a call to the skill group node, and calculate the estimated wait time for a voice callback to a customer.
A customer who requests a voice callback might want to know approximately how long it will be before the call is returned. You can configure voice callback to provide an estimate of the wait time back to the customer.
The estimated wait time is calculated once, when the call enters the queue. The time is not updated as the position in the queue changes.
The default estimated wait time algorithm is based on a running five minute window of the rate of calls leaving the queue. Any calls that are routed or abandoned during the first five minutes are taken into account as part of the rate leaving queue. For Precision Queues, the rate leaving queue represents the rate at which calls are delivered or abandoned from the entire Precision queue, not any individual Precision Queue steps. The algorithm computes the wait time for each of the queues against which the call is queued (Skill Groups or
Precision Queues) and then returns the minimum estimated wait time. Queue to Agent is not supported.
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While the queue builds, the small number of calls in the queue makes the estimated wait time less accurate and the value fluctuates rapidly. As the queue operates with more calls over time, the estimated wait time is more accurate and consistent.
Note The built-in function also applies to inbound calls that queue.
Create Agent Request Script
To create a Agent Request script:
Procedure
Step 1
Step 2
Start node: Create the Start node by selecting a new Routing Script from the Script Editor.
Set Variable (Call.Calling Line ID) node: (optional). If required, you can set the CallingLineID (CLID/
ANI) variable to implement a "dial-plan," pre-pending a set of digits to the phone number provided by the customer so that it can be correctly routed. For example, it is often necessary to add 9 to the phone number to reach an outside line. In other cases, more pre-pended digits may be required to reach the end customer.
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Use the Sample Code to Create a Customer Callback Request
Step 3
Step 4
Step 5
Step 6
Step 7
You can also set up Unified Communications Manager Route Patterns to respond to a certain set of digits by routing the call to an outside line with a specified area code. To implement a dial-plan, add a Set Variable node before the queue, as shown in this example. In this case, a 9 is pre-pended to the customer phone number using the built-in concatenate function.
Queue to Skill Group node: The Agent Request call can be queued against one or more Skill Groups,
Precision Queues, or a queue-to-agent node. In the example script, the call is queued against a single skill group.
Set Variable (Call.Estimated Wait Time) node: Set the Call Wait time as follows: a) From the Set Variable node, select Call from the Object type drop-down menu.
b) From the Variable drop-down menu, choose Estimated Wait Time() . You can then work with the
Formula Editor to use the default estimated wait value or create a formula and use your own value.
c) Click Formula Editor . You can either use the default estimated wait value, by clicking the Built-In
Functions tab and choosing EstimatedWaitTime() . Or to create a formula and use your own estimated time value, click the Variables tab, and choose an entry in the Object type list and Object list. Then double-click a variable in the Variable list.
Run Ext Script node: Apply the Network VRU script as follows: a) Click the Queue tab.
b) Click Run External Script .
c) Click inside the script. A Run External Script node appears.
d) Double-click the node and choose the Network VRU script from the list and then click OK . The call variable Estimated Wait Time now contains a value in the EstimatedWaitTime field and can be passed to peripherals.
Note that a Run External Script node is required to send the EstimatedWaitTime to Customer Collaboration
Platform.
Wait node: The wait period for an agent becomes available.
End node: The script ends if no agent becomes available.
Use the Sample Code to Create a Customer Callback Request
Cisco Systems has made sample callback application code available to use as a baseline in building your own application. This sample includes retrieving and displaying the estimated wait time, assuming it has been configured in Unified CCE. You can find the sample code on DevNet.
Note You cannot copy and paste this code to achieve a working application. It is a only a guideline.
For more information about how to use the Callback API, see the Cisco Customer Collaboration Platform
Developer Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/tsd-products-support-series-home.html
.
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Procedure
Step 1
Step 2
Step 3
Step 4
Retrieve the feed id by entering this URL in a browser: https://<Customer Collaboration
Platform_Hostname_or_Ip>/ccp-webapp/ccp/feed .
In the example output below, note that the value in the <name> field is "Callback." Look for the number of the feed id identified at the end of the refURL path (in this case, it is 100000) just before the </refURL> tag.
Copy this number.
<feeds>
<Feed>
<changeStamp>0</changeStamp>
<name>Callback</name>
<pushFeedURL>https://128.107.81.27/ccp/callback/feed/100000</pushFeedURL>
<refURL>https://128.107.81.27/ccp-webapp/ccp/feed/100000</refURL>
<status>1</status>
<tags>
<tag>trial</tag>
</tags>
<type>10</type>
</Feed>
</feeds>
Access the sample application from DevNet: https://developer.cisco.com
.
Enter values in the fields:
• Title: A title or subject for the callback request.
• Author: The name of the person submitting the callback request.
• Phone: The phone number to call back.
• Feed Id: The value from the refURL above.
Click Call me back .
Agent Request Reporting
Cisco Unified Intelligence Center CCE reports include data for Agent Requests
Note Agent requests that fail before being routed to CCE will not be included in the CCE solution-level reports.
The Customer Collaboration Platform search function can be used to identify these requests.
Call Type and Call Type Skill Group Metrics
• Calls Offered — Incremented when Call Type is entered (through Script Selector or Call Type node).
• Calls Abandoned in Queue — Incremented when a Queued Callback request is canceled by the customer prior to when an Agent is selected to handle the Voice Callback call.
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• Calls Answered — Incremented if the call is placed from the agent and represents work accepted by the agent.
• Calls Handled — Incremented if the customer answers the call. Calls Answered minus Calls Handled indicates how many calls failed to reach the intended customer.
• Service Level Offered — Incremented for all routed calls, including voice callback calls initiated through the agent request API.
• ServiceLevelCalls — Incremented if the call is presented to the agent within a service level.
• Answer Intervals (1 - 10) — The appropriate bucket is incremented based on how long the call was in the queue.
Skill Group Metrics
Call Type Skill Group and Skill Group metrics are not counted in the same way. The skill group metric treats each call as agent-initiated; therefore, Calls Answered and Calls Handled are not incremented.
AgentOutCallsTime, AgentOutCalls, AgentOutCallsTalkTime, AgentOutCallsOnHold, and
AgentOutCallsOnHoldTime are incremented.
Agent Real Time
The direction in the Agent Real Time table is listed as Outbound.
Termination Call Detail
For custom reporting, the Termination Call Detail records contain a PeripheralCallType of 41 -Voice Callback.
Calls which do not successfully connect to a customer have a call disposition of 10 - Disconnect/Drop no answer . This includes agent request calls to busy numbers.
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4
Business Hours
•
Business Hours Overview, on page 47
•
Business Hours Use Cases, on page 48
•
Set the Principal AW for Business Hours, on page 48
•
Business Hours Set Up Workflow, on page 49
Business Hours Overview
The Business Hours feature lets you create schedules for regular working hours and extra working hours, and to close the contact center for holidays or emergencies. It provides the mechanism for routing these contacts to specific support teams based on the configured work hour schedules, holidays, emergency closures, or extra working hours. You can create Business Hour schedules for various scenarios for various contact center teams.
This feature helps you create and apply several Business Hour schedules to the same team. On the other hand, you could apply the same Business Hour schedule to several support teams.
When a customer contacts the contact center, the response by the contact center is based on the status of the support team. This status is evaluated using the Business Hour configured for the team.
Use this feature to:
• Configure default working hours (regular hours) for contact center teams for each day of the week. This option is not applicable to 24x7 support teams.
• Configure the special hours for the contact center team or teams for any special days such as Sale days or holidays.
• Force Close the contact center for any emergency such as a natural calamity.
• Force Open the contact center on a holiday or a non-working day to cater to specific business requirements such as Sale days.
• Create and deploy customer notifications that are based on Business Hour status.
Define the status reasons for business hours and assign codes for each status reason. Status reason is required when you force open or force close a business hour, and when you add special hours and holidays.
Contact Center Enterprise Reference Design Support for Business Hours
Unified CCE supports Business Hours for these reference designs:
• 2000 Agents
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Business Hours Use Cases
• 4000 Agents
• 12000 Agents
• 24000 Agents
Business Hours Use Cases
Use the Business Hours feature to manage the incoming customer calls or digital channel contacts to your teams , by routing these contacts based on the Business Hours you configure.
Use the Business Hour status in an IF node in scripts to control the call and digital channel contacts, such as email and chat, and notify the customers accordingly.
You can have Business Hours scripts for the following treatments:
• When the business is open, route calls and digital contacts to the applicable skill groups and precision queues.
• When the business is closed, play the message for the closed status with the appropriate Status Reason and terminate the call. Route the digital contacts to the appropriate queues.
• When the business is not open 24x7, route the calls to skill groups and precision queues for after-hours support or play the after-hours message.
• When the business is open 24x7, at a predefined time before the end of each shift, route the calls and digital contacts to the appropriate queues for the next shift.
• When the business is closed for an emergency on a normal working day, notify the customers contacting your contact center appropriately about the emergency closing.
Based on reason code and status, the customers will hear appropriate prompts on the call.
Set the Principal AW for Business Hours
You must specify and set the Principal AW before configuring the Business Hours.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In Unified CCE Administration, go to Infrastructure > Inventory .
Click the AW that you want to set as Principal AW .
The Edit CCE AW window opens.
Select the Principal AW check box.
Enter the Unified CCE Diagnostic Framework Service domain, username, and password.
Click Save .
Restart Tomcat service on Principal AW machine.
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Business Hours Set Up Workflow
This section provides information necessary to set up the Business Hours feature.
Table 4: Business Hours Set Up Workflow
Tasks Documentation
Scripting for Business Hours Business Hours Variables and Dynamic Formula for Business Hours in the
Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center
Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-user-guide-list.html
Business Hours Configuration Administration Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-maintenance-guides-list.html
Scripting for Business Hours
To enable scripting for Business Hours, use the following variables:
• Business Hour Status—The real time status based on the configured Business Hours.
• Reason Code— The reason code associated with the current status.
These variables must be used in the CCE script IF node to route the customer contacts.
Business Hours Configuration
Business hours can be configured by defining the following:
• Default Open/Close (as per Business Calendar) : The status of the regular hours.
• Force Open : Force the status of Business Hours to Open with a reason code.
• Force Closed : Force the status of Business Hours to Closed with a reason code.
• 24x7 setting: Set the schedules for 24x7 working. Status is Always Open.
• Special Hours & Holiday : Configure a holiday or special day. On a holiday, you can close the Business
Hours for the whole day or open it for specific hours. On a special day, you can configure extra working hours (in cases where 24x7 working is not set), the evaluation stops when the Special Hours & Holiday step is evaluated and the status is derived from this step. Further Business Hours setting for that day will not be evaluated.
• Custom : Configure the regular working hours for a weekday and, if necessary, specify the working hours for each day in a week.
The following variables control this feature:
• Time Zone : The line of Business or team’s operational time zone.
• Reason Code : Reason code for special days and Force Open/Close status.
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Apply the appropriate reason codes when you configure a Business Hour with Force Open , Force Close , and Special Hours & Holidays . When these Business Hour schedules are in effect, the associated reason code is available in the scripting environment and the real time reports.
Reason Code configuration is not available for regular weekdays. In such cases, the system reports the default open and default close reason codes.
Configure Yearly Schedules
You can configure and maintain a Business hours calendar for the whole year.
• Configure the regular working hours for weekdays.
• Configure Special Hours & Holidays schedules for whole year by doing the following:
• Add the Special Hours & Holidays details for all the special hours and holidays for the whole year into the CSV template file.
• On the Import Special Hours & Holidays page, click Choose File and browse to the special hours and holidays file.
Click Import to upload the file.
After you import the configuration file, the configurations are loaded on the Business Hours page.
Validate the configurations.
• Click Save .
Note When you update the configured Business Hours, remove any elapsed schedules and then update the new schedules for any new special hours or holidays in a Business Hour configuration.
Daylight Saving Time
The Business Hours feature uses Time Zone to determine the status based on the Business Hours configured.
Time Zone is set based on the local time. When the daylight saving time (DST) settings are applicable to any Time Zone , the status is automatically adjusted for DST.
When time zones are added or updated, the DST information changes. Apply all the Operating System (OS) updates related to time zones and DST, to both sides A and B of the deployment.
Business Hours Status Evaluation
The status is evaluated using the following order of the configured Business Hour settings:
1.
Open/Close as per Business Calendar
2.
Force Open or Close
3.
Special Hours and Holiday schedule
4.
24x7 setting
5.
Regular hour schedules
The evaluation terminates at the step at which the status is determined.
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For example, if Special Hours & Holidays is configured, the evaluation stops when the Special Hours &
Holiday step is evaluated and the status is derived from this step.
If any configuration is changed, the status is re-evaluated and updated to reflect the change.
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Business Hours
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Call Transcription
•
•
•
Contact Center AI Services Task Flow, on page 54
•
Enable or Disable Contact Center AI Services for Agents, on page 55
Introduction
Unified CCE leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide services that assist agents. These services are available for the agents in the Cisco Finesse desktop gadgets.
The Call Transcript gadget dynamically converts the ongoing conversation to text and presents the text to an agent for real-time viewing and reference.
Prerequisites
The prerequisites for configuring Call Transcription are:
• Virtual CUBE (vCUBE) based on CSR8Kv platforms running the Cisco IOS XE 17.5 EFT image.
Note The Transcript feature is supported only with the Cisco IOS XE release 17.5 EFT image which is not available on Cisco.com. Obtain the image by contacting Cisco
TAC .
Upgrade immediately to Cisco IOS XE 17.6.1 when it is available on Cisco.com
on July 2021.
• The following components must be on release 12.6(1): CCE components (Router, Logger, AW, and PG),
Cisco Finesse, Cisco Unified CVP, and Cloud Connect.
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Contact Center AI Services Task Flow
Contact Center AI Services Task Flow
Follow this procedure to enable the Contact Center AI (CCAI) Services that equips your Contact Center for
Call Transcription Services.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Create a CCAI configuration in Cisco Webex Control Hub at https://admin.webex.com
. A CCAI configuration leverages CCAI Connectors to invoke the CCAI services.
For details, see the Configure Contact Center AI article at https://help.webex.com/en-us/npbt02j/
Configure-Contact-Center-AI .
Ensure that the Cloud Connect publisher and subscriber are installed.
For more information, see the Install Cloud Connect section in Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-installation-guides-list.html
.
Configure Cloud Connect in the CVP Operations Console (OAMP). For details see the section Configure
CVP Devices for Cloud Connect in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
Register Cloud Connect in the Unified CCE Administration console to establish a secure and trusted communication channel between the Cisco Contact Center on-premises deployment and cloud services.
For details, see the Cloud Connect Integration section in the Administration Guide for Cisco Unified Contact
Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-maintenance-guides-list.html
.
Import the Cloud Connect certificate to the CVP Server.
For details, see the section Import Cloud Connect Certificate to Unified CVP Keystore in the Configuration
Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html
.
In the Unified CCE Administration console, do the following with the CCAI configuration (created in step
1): a.
To view and sync the Contact Center AI configuration which is associated with all call types as a global configuration, see
Enable or Disable Contact Center AI Services for an Agent, on page 6
.
b.
To view, update, or delete the Contact Center AI configuration associated with a specific call type, see
Enable or Disable Contact Center AI Services for Multiple Agents, on page 6 .
Provision Cloud Connect on Cisco Finesse.
For more information, see the Cloud Connect Server Settings topic in the Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html
.
To add the Call Transcript gadget to the Cisco Finesse desktop layout: a.
Enable the Call Transcript gadget in Cisco Finesse Administration.
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Enable or Disable Contact Center AI Services for Agents
Step 9
For details, see the Manage Desktop Layout section in the Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/ products-maintenance-guides-list.html
.
b.
Enable the Call Transcription service in Unified CCE Administration for an agent or multiple agents together.
For details, see
Enable or Disable Contact Center AI Services for Agents, on page 55
.
Once enabled, the Call Transcript gadget appears on the Home tab. For details on how to use the gadget, see the Contact Center AI Gadgets guide.
Note Gadget auto-hide/un-hide and notifications capability is available only if the gadget is configured as a multi-tab gadget in Cisco Finesse. For more details, see Call Transcript Gadget in the Cisco
Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ finesse/products-maintenance-guides-list.html
.
CUBE uses a WebSocket connection to fork the media streams of the agent and the caller towards the Webex
CCAI Orchestrator service. For more details, see the Contact Center AI Services Considerations section in the Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-contact-center-enterprise/ products-implementation-design-guides-list.html
.
Perform the following steps to configure WebSocket-based forking in CUBE.
• Create a SIP profile and associate it at the dial-peer level in CUBE. For details, see
Create a SIP Profile at the Dial-Peer Level in CUBE, on page 8
• Import the WebSocket Connector certificate to CUBE. For details, see
Import the WebSocket Connector
Certificate to CUBE, on page 9
• Configure WebSocket-based forking in CUBE. For CUBE documentation that describes how to do this, contact Cisco TAC.
Enable or Disable Contact Center AI Services for Agents
Contact Center AI Services can be configured for each agent. Administrators and supervisors can enable or disable the services for an agent or multiple agents together.
Enable or Disable Contact Center AI Services for an Agent
This procedure explains how to enable or disable Contact Center AI Services for an agent.
Procedure
Step 1
Step 2
Step 3
In Unified CCE Administration , choose Users > Agents .
Click on the agent row whose services are to be modified.
Click the Contact Center AI tab.
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Enable or Disable Contact Center AI Services for Multiple Agents
Step 4
Step 5
Displays a list of services enabled or disabled for the agent.
To enable or disable the required Contact Center AI Services, check or uncheck the check boxes corresponding to that services.
Click Save .
Enable or Disable Contact Center AI Services for Multiple Agents
Administrators and supervisors can enable or disable Contact Center AI Services for multiple agents.
All agents must belong to the same site and the same department, or all agents must be global agents. The
Edit button is disabled if:
• Agents from different sites, departments, or peripheral sets are selected.
• A mix of global and departmental agents are selected.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CCE Administration , choose Users > Agents .
Check the check box corresponding to each agent whose services you want to edit.
Click Edit > Contact Center AI .
The Edit Services dialog displays a list of services that are the service that is enabled or disabled.
• If the service is enabled for all the agents selected for editing, the check box is checked.
• If the service is disabled for all the agents selected for editing, the check box is unchecked.
• If the service is enabled for some agents and disabled for the others, the check box has a dash (—).
To enable or disable the Contact Center AI Services, check or uncheck the check boxes corresponding to that services.
Click Save , and then click Yes to confirm the changes.
Enable or Disable Contact Center AI Services for Agents using Bulk Job
Administrators can enable or disable Contact Center AI Services for multiple agents using bulk job.
Procedure
Step 1
Step 2
Step 3
Navigate to Unified CCE Administration > Overview > Bulk Import .
Click Templates .
The Download Templates popup window opens.
Click the Download icon for the Contact Center AI template you want to use.
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Bulk Contact Center AI Services Content File
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Click OK to close the Download Templates popup window.
Open the .csv
template in Microsoft Excel.
Populate the file as described in the
Bulk Contact Center AI Services Content File, on page 7
.
Save the populated file to the local machine.
Navigate to Unified CCE Administration > Overview > Bulk Import .
Click New .
In the optional Description field, enter up to 255 characters to describe the bulk job.
In the Content file field, choose the file to upload, and then click Save .
Bulk Contact Center AI Services Content File
The content file for Contact Center AI bulk job contains the fields given in the following table. Enter the values appropriately in the given fields to enable or disable Contact Center AI Services for the agents.
Note Bulk job is available for administrators only when Cloud Connect is added in the inventory.
Field agentId userName agentServices
Required?
Description
Agent ID or Username
Username or Agent ID
Existing agentId for which you want to enable or disable the
Contact Center AI Services.
You must provide either an agentId or the userName. If both are provided, agentId takes precedence over the userName. If the agentId value is left blank, the userName will reference an existing agent.
Username of the agent for which you want to enable or disable the
Contact Center AI Services.
If no agent is found with the given username, the Contact Center AI
Services association fails.
Yes (to enable Contact Center AI
Services)
The type of Contact Center AI
Services to be associated with the agent. Supported values are Agent
Answers and Transcript. To associate both the services, seperate the values using semicolon (;).
If the value is updated, any existing enabled service gets overwritten. If the value is left empty, no service gets associated with the agent.
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Call Transcription
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C H A P T E R
6
Contact Sharing
•
Contact Sharing Overview, on page 59
•
Failover for Contact Sharing, on page 61
•
Contact Director Installation and Setup, on page 61
•
Set Up Contact Sharing, on page 66
•
Scripting for Contact Sharing, on page 70
Contact Sharing Overview
The Contact Sharing feature uses a Contact Director to distribute incoming contacts to up to 3 Unified CCE instances. The 3 instances can support a total of 24,000 active agents.
Contact Sharing uses extrapolation to distribute calls and increase the overall agent and call handling capacity.
Contact Sharing enables customers with multiple Unified Contact Center Enterprise (Unified CCE) systems to distribute calls across those systems. The Contact Director (sometimes called an IVR ICM) acts as an initial entry point for the call. If the call needs agent attention, Contact Sharing decides where to route the call based on Live Data real-time state information from the Unified CCE target systems. You can configure Contact
Sharing to base routing decisions on factors such as the number of calls in queue, agent availability, average handle time, and custom calculations.
Use Unified CCE Administration to create and maintain the Contact Sharing groups and rules. A group is a collection of skill groups and precision queues across target systems. Each group has a rule that defines the logic for selecting the best skill group or precision queue in that group for a routing request. Each group has an
Accept Queue If condition to include or exclude the individual skill groups and precision queues from the group for the routing decision. You can then route the call to the Unified CCE target system whose precision queue or skill group is the best match for the group's rule. The target system's routing scripts determine the final method for handling the request.
Note Contact Sharing gadgets are enabled only for the Contact Director deployment type.
For Contact Director configuration limits, see the chapter on configuration limits in the Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-implementation-design-guides-list.html
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Contact Sharing Call Flow
The basic Contact Sharing call flow runs as shown in this diagram:
Figure 7: Contact Sharing Call Flow
Contact Sharing
1.
A call comes into the Voice Gateway on the Contact Director.
2.
The Voice Gateway passes the call to CVP for VRU processing.
3.
When the caller opts to speak to an agent, CVP passes the call data to the Router through the VRU PG.
4.
The Router runs a script that assigns the call to a particular Contact Sharing Group. The Router sends the call data to the Application Gateway to pass to that Contact Sharing node.
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Failover for Contact Sharing
5.
The Contact Sharing node uses the Group Rule to determine which skill group or precision queue in its
Queue should get the call. The node passes the selected target instance and its extrapolated guess of the best skill group or precision queue back to the Application Gateway.
6.
The Application Gateway passes the information to the Router which routes the call to the selected target instance.
Failover for Contact Sharing
Like all the main components in Unified CCE, Contact Sharing nodes run in redundant pairs. The redundant pair operates in hot-standby mode. Side B’s data is kept in sync with Side A to ensure minimum failover time.
When the Side A process fails over, Side B takes over routing. Because the nodes operate in hot-standby mode, Side B does not reread Queues from the database. Side B requests a snapshot from Live Data. Until the snapshot arrives, Side B continues routing based on the last available Live Data modified by the current extrapolated data.
During failover, some route requests may receive an error. Error handling sends those requests to the default route. When Side A comes back online, it does not take over immediately. Side A remains in a ready state until Side B fails over.
The Contact Sharing process monitors the AW to see whether it has the latest configuration changes. If the
AW configuration database does not have those changes or is not accessible, the Contact Sharing process switches to the alternate AW configuration data source.
When core components fail over on a target instance, reporting data can occasionally zero out. In that case, the Contact Sharing routing sends calls to the instance with reported resources. If Live Data does not zero out reporting data, then Contact Sharing continues to route on stale data until the snapshot information begins to arrive. If the active Contact Sharing side loses both Live Data connections, that side goes inactive and fails over to other side.
Contact Director Installation and Setup
Contact Sharing runs on a Contact Director that you connect with up to three target Unified CCE deployments.
You configure the Contact Director to monitor the Live Data feed from the targets. The task flow for installing a Contact Director is as follows:
Task See
Ensure that virtual machines are ready for installation.
Install Unified Communications
Manager.
Cisco Unified Contact Center Enterprise Installation and Upgrade
Guide
Installation Guide for Cisco Unified Communications Manager and IM and Presence Service
Install Unified CCE components
(Router, Logger, Administration &
Data Servers, peripherals).
Cisco Unified Contact Center Enterprise Installation and Upgrade
Guide
Optionally, install Cisco Unified
Intelligence Center.
Installation and Upgrade Guide for Cisco Unified Intelligence Center
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Install Unified CCE
Task
Install Unified CVP.
See
Installation and Upgrade Guide for Cisco Unified Customer Voice
Portal
Install Unified CCE
This section expands the installation process outlined in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-installation-guides-list.html
.
After setting up the VMs for the Contact Director, you install the Unified CCE components. The install and configuration of a Contact Director varies slightly from a Unified CCE deployment. The following table lists the applicable parts of the Unified CCE install procedures with any necessary changes for the Contact Director:
Task Steps Contact Director Notes
Install Unified CCE
Component Software
(running the
ICM-CCEInstaller)
Set up Organizational
Units
— —
Set Up Unified CCE
Central Controller
Components
Add a Domain
Add Users to Security
Groups
—
Add Organizational Units —
—
Add Unified CCE
Instance
—
Create Logger Database Select NAM .
Create HDS Database —
Add Logger Component to Instance
Choose Hosted > Network Application Manager
(NAM) for the Logger Type .
Add Router Component to Instance
Set the following values for a Contact Director:
• Check Enable Remote Network Routing .
• Set the NAM ID .
• Check Contact Sharing when you create the
Router.
Add Administration &
Data Server Component to Instance
For a Contact Director, choose Hosted > Network
Administration & Data Server for Network
Application Manager (NAM) for the Deployment
Type .
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Application Gateway Access Between Systems
Task
Set up Peripheral
Gateways
Steps
Configure Peripheral
Gateways
Add Peripherals to
Peripheral Gateways
Contact Director Notes
—
—
Set Up Peripheral
Gateways
—
After completing the standard installation, perform these Contact Director-specific setup procedures.
Application Gateway
Access Between Systems
Create Unified ICM
Application Gateway
—
Create an INCRP on Each
Target Instance
—
Set Application Gateway
Default Values
—
Related Topics
Application Gateway Access Between Systems , on page 63
Create Unified ICM Application Gateway
, on page 63
Create an INCRP on Each Target Instance
, on page 65
Set Application Gateway Default Values
, on page 66
Application Gateway Access Between Systems
The Contact Director uses a type of Unified ICM Application Gateway to access a target instance. After adding the components to the target instance, set up a Unified ICM Application Gateway in the Configuration Manager on the Administration & Data Server.
After setting up the Unified ICM Application Gateway, you can reference it with a Unified ICM Remote ICM node in a routing script on the Contact Director.
Create Unified ICM Application Gateway
This procedure creates a Unified ICM Application Gateway on the Contact Director. You also need an application gateway on each target Unified CCE system.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Open the Configuration Manager on an Administration & Data Server that your Contact Director uses.
Select Tools > List Tools > Application Gateway List .
The Application Gateway List window appears.
Click Retrieve .
Click Add .
The Attributes tab appears.
Specify the following values on the Attributes tab:
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Create Unified ICM Application Gateway
Step 6
Step 7
Step 8
Step 9
Field
Name
Type
Preferred Side
Encryption
Fault Tolerance
Connection
Description
Description
A name for the Unified ICM Application Gateway
Select Remote ICM .
Indicates the preferred side of the Application Gateway to use when both are available. If only one side is available, that side is always used. This option applies only for Custom Gateways. For Remote ICM systems, a suffix on the connection address indicates the preference.
Indicates whether requests to the Application Gateway are encrypted. Select
None .
Specify the fault-tolerance strategy that the Application Gateway uses.
Select Duplex .
Any additional information about the Unified ICM Application Gateway.
Save your changes to create the Unified ICM Application Gateway.
Note Copy down the Unified ICM Application Gateway ID value. You use the ID when you set up the
INCRP NIC on the target instance.
Select either of the Connection tabs to set the connection information.
Click Enter Address .
The Enter Contact Director Address dialog appears.
Specify the following information:
Field Description
IP Address/Name Enter the Public (high priority) IP address of the target instance. Alternatively, You can use the SAN with assistance from your Cisco certified partner or TAC. Use the same address that you specified for the INCRP NIC on the target instance. You can use the hostname in place of the address.
Instance Number Enter the number of the customer ICM on the target instance (0 — 24).
Side Indicate which side of the Contact Director prefers this connection:
• Side A —Contact Director Side A prefers to use this connection.
• Side B —Contact Director Side B prefers to use this connection.
• None —Neither side of the Contact Director prefers to use this connection.
• Both Side A and B —Both sides of the Contact Director prefer to use this connection.
Note Use this setting to avoid unnecessary WAN traffic. For example, if you collocate Contact Director Side A with target instance Side A, this correct choice avoids WAN traffic to the other side.
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Create an INCRP on Each Target Instance
Step 10
Step 11
Note The Enter Contact Director Address dialog displays different fields depending on the type of
Application Gateway chosen.
Repeat this process for the other side of the redundant pair.
Save your work and exit the dialog.
Create an INCRP on Each Target Instance
The Contact Director communicates with the target instance by an INCRP NIC. Perform this procedure on each target instance.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
From the Configuration Manager menu on the target instance, select Tools > Explorer Tools > NIC Explorer .
The NIC Explorer window appears.
In the Select Filter Data box, click Retrieve .
Select a NIC or click the Add NIC button to create a new NIC.
Specify the following values on the Logical Interface Controller tab:
Field Description
Name An enterprise name that serves as the NIC name.
Client Type Select INCRP .
Click the Add Physical Interface Controller button.
The Physical Interface Controller dialog displays.
Specify an Enterprise Name and click OK .
In the NIC tree window, click the routing client for your newly created NIC.
Specify the following values on the Routing Client tab:
Option Description
Name
Configuration Parameters
Network Routing Client
An enterprise name that serves as the Routing Client name.
/customerID <RCID> where <RCID> is the Routing Client ID of the matching routing client on the Contact Director.
The same value as the Name field.
Step 9 Click Save .
The newly defined NIC is saved in the database. A Physical Controller ID is assigned, and the To Be Inserted icon is removed from the tree window.
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Set Application Gateway Default Values
Set Application Gateway Default Values
If you see performance issues, the Cisco Technical Assistance Center might advise you to change some of the application gateway's default values. Use the following procedure to change these values.
Procedure
Step 1
Step 2
Step 3
Step 4
In the Configuration Manager , select Enterprise > System Information > System Information . The
System Information dialog appears.
In the Application Gateway section, select Remote ICM .
Use the other tabs to set the default values for the Unified ICM Application Gateway connections. Take account of the Contact Director NIC settings for timeout, late, and so on as you set the Unified ICM Application
Gateway timeout settings for a target Unified CCE system.
Click OK and close the dialog.
Install Cisco Unified Intelligence Center (Optional)
To run the Contact Sharing reports at the Contact Director site, you can install Cisco Unified Intelligence
Center there. For installation procedures, see the Installation and Upgrade Guide for Cisco Unified Intelligence
Center at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/ products-installation-guides-list.html
.
Install Unified CVP
The Contact Director uses Unified CVP for VRU processing of the incoming calls. For installation procedures, see the Installation and Upgrade Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/ c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-guides-list.html
.
Note The Unified CCE Reference Designs specify that you use Unified CVP. In a non-Reference Design deployment, you can alternately use Unified IP IVR or a third-party VRU.
Set Up Contact Sharing
After installing the Contact Director and connecting the Contact Director to the target Unified CCE instances, you set up the contact sharing feature as follows:
Task See this Topic
Set up the contact sharing node on the Contact
Director.
Set Up a Contact Sharing Node
Set up the machine inventory for the contact sharing node.
Set up Contact Sharing Machine Inventory
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Set Up a Contact Sharing Node
Task
Add contact sharing rules.
Add contact sharing groups.
See this Topic
Add and Maintain Rules
Add and Maintain Groups
Note Your solution can only have one contact sharing node.
Set Up a Contact Sharing Node
You set up a contact sharing node, as opposed to the target instances, with the same procedure for setting up an application gateway.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In the Configuration Manager, select Tools > List Tools > Application Gateway List . The Application
Gateway List window appears.
To enable Add , click Retrieve .
Click Add . The Attributes tab appears.
Fill out the Attributes tab as follows:
Option Description
Name Name of your contact sharing node
Type Contact Share
Note The remaining fields are preset and cannot be modified.
On the Connection Side A tab, set the Address field to the router's IP address. The default port is 5070.
On the Connection Side B tab, set the Address field to the router's IP address. The default port is 5070.
Click Save to create the contact sharing node.
Set up Contact Sharing Machine Inventory
You set up the machine inventory for contact sharing through the icm/bin/csMachineInventory.csv
file. Changes to the machine inventory do not take effect until the router restarts.
Procedure
Step 1
Step 2
Open your machine inventory file for contact sharing, by default csMachineInventory.csv
.
Follow the instructions for editing the csMachineInventory.csv
file. The instructions are contained within the file.
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Add and Maintain Rules
Step 3 Run the following command:
csMachineInventory.bat [options] username password inputfile options: /list, /help, /config
/list - This option lists the contact sharing machine inventory.
/help - This option displays the usage of the tool.
/config - This option configures the contact sharing machine inventory based on the input file.
username
Username for the REST API request password
Password for the REST API request.
inputfile
Machine inventory file, including the path, for contact sharing, by default csMachineInventory.csv
What to do next
If the router has already started, restart the router after setting up the machine inventory.
Add and Maintain Rules
Note Contact Sharing comes with a default rule that cannot be deleted or modified. The name of this rule is
DefaultRule .
Procedure
Step 1
Step 2
Step 3
Step 4
Navigate to CCE Web Administration > Feature > Contact Share Rules .
Click New to open the New Rule window, or click an existing rule to open the Edit Rule window.
Complete the following fields:
Field
Name
Required
Yes
Description
Enter a name using up to 32 alphanumeric characters, periods (.), and underscores (_). The name must start with an alphanumeric character.
Expression
Description
Yes
No
Enter a formula that the Contact Share server uses to select the skill group or precision queue from a Contact Sharing group for a routing request.
Enter up to 255 characters to describe the rule.
Click Save to return to the List window.
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Add a New Rule by Copying an Existing Rule
Step 5 To delete a rule, do one of the following:
• To delete a single rule, hover over the row for that rule and click the trash can icon at the end of the row.
• To delete up to 50 rules, check the check box for each rule that you want to delete. To select all rules in a list, check the Select All check box in the list header. Click Delete .
Deleting a rule is permanent.
Add a New Rule by Copying an Existing Rule
You can also create a new rule by copying an existing rule. The Description and Expression fields are copied to the new rule.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Navigate to Unified CCE Administration > Feature > Contact Share Rules .
Either:
• Click the rule you want to copy, and then click the Copy button in the Edit Rule window.
• Hover over the row for that rule, and click the copy icon that appears at the end of the row.
The New Rule window opens.
Enter a Name for the rule, using up to 32 alphanumeric characters, periods (.), and underscores (_). The name must start with an alphanumeric character.
Review Description and Expression fields that were copied from the original rule, and make any necessary changes.
Click Save .
Add and Maintain Groups
Before you begin
Ensure that the Live Data connection is active before you configure Groups.
Procedure
Step 1
Step 2
Step 3
Navigate to CCE Web Administration > Feature > Contact Share Groups .
Click New to open the New Group window, or click an existing group to open the Edit Group window.
Complete the following fields:
Field Required Description
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Scripting for Contact Sharing
Step 4
Step 5
Name
Description
Rule
Yes
No
Yes
Enter a name using up to 32 alphanumeric characters, periods (.), and underscores (_). The name must start with an alphanumeric character.
Enter up to 255 characters to describe the group.
Select a rule that defines the logic for selecting a skill group or precision queue in this group for a routing request: a.
Click the magnifying glass icon to display the Select
Rule window.
b.
Click the row to select a rule.
Accept Queue If No Enter a logical expression to determine if the individual skill groups and precision queues in the group can be included in the routing decision.
Complete the Queues tab:
This tab shows the list of queues for this group.
a) Click Add to open Add Queues .
b) Click the queues you want to add to this group. The queues you chose appear on the List of Queues .
c) Close Add Queues .
d) Click Save on this tab to return to the List window.
Note The maximum number of queues is 100.
To delete a group, do one of the following:
• To delete a single group, hover over the row for that group and click the trash can icon at the end of the row.
• To select all groups in a list, check the Select All check box in the list header. Click Delete .
Deleting a group is permanent.
Related Topics
About Contact Sharing Expression Formula , on page 70
Scripting for Contact Sharing
Expression Formula for Contact Sharing
About Contact Sharing Expression Formula
You can enter expressions for the following fields:
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Contact Sharing Expression Format
Field
Accept Queue If for a group
Expression for a rule
Description
A logical expression to determine whether to include the individual skill groups or precision queues in the Contact Sharing group in the routing decision. The field is a freeform editor with a maximum length of 512 characters. Any result except zero evaluates as TRUE.
There is an implicit Accept Queue If of
Queue.*.LoggedOn > 0
. You cannot override this implicit check.
A formula that the Contact Share server uses to calculate the value to be considered against other queues in a Contact Sharing group. The expression always selects the queue with the minimum value. The field is a freeform editor with a maximum length of 512 characters.
Contact Sharing Expression Format
To evaluate all the skill groups and precision queues in a Contact Sharing group, use this syntax:
Queue.*.
<FieldName>
Where FieldName is the name of the field that the expression evaluates, for example,
Ready
.
To evaluate a specific skill group or precision queue, use this syntax:
<ObjectType>.<InstanceName>/<TargetQueueName>.<FieldName>
• ObjectType must be SkillGroup or PrecisionQueue.
• InstanceName is the application gateway name.
• TargetQueueName is the enterprise name of the skill group or precision queue in the target system.
• FieldName is the name of the field that the expression evaluates.
Contact Sharing Expression Examples
The following examples demonstrate some basic Contact Sharing expressions.
Expression for a Group
A Contact Sharing group can take an Accept Queue If expression. The expression determines whether to include specific skill groups and precision queues in the group in the routing decision.
Queue.*.Avail > 5
This expression accepts all queues with more than five agents that are available.
Expression for a Skill Group
SkillGroup.<InstanceName>/<TargetQueueName>.Avail > 5
This expression accepts the named skill group if it has more than five agents available.
Expression for a Precision Queue
PrecisionQueue.<InstanceName>/<TargetQueueName>.Avail > 5
This expression accepts the named precision queue if it has more than five agents available.
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Contact Sharing Expression Reference
Expression for a Rule
A rule must take an expression. The expression selects a skill group or precision queue from a Contact Sharing group.
-1 * (Queue.*.Avail)
This expression selects the queue with the most available agents.
Expression for MED Only
This expression calculates the Minimum Expected Delay (MED) to determine which target system receives the call for routing.
(Queue.*.QueuedNow+1)*(Queue.*.AvgHandledCallsTimeToInterval>0?
Queue.*.AvgHandledCallsTimeToInterval: 120) / (Queue.*.Ready>0?Queue.*.Ready:1)
The Default Rule
Contact Sharing comes with a default rule. You cannot modify or delete the default rule. The default rule combines a MED calculation with an Agent Occupancy calculation to determine which target system receives the call for routing.
If there are calls in queue,
Queue.*.QueuedNow > 0?
Then use the MED calculation:
((Queue.*.QueuedNow+1)*(Queue.*.AvgHandledCallsTimeToInterval>0?
Queue.*.AvgHandledCallsTimeToInterval: 120)/(Queue.*.Ready>0?Queue.*.Ready:1)):
Otherwise, use the Agent Occupancy calculation:
(((Queue.*.LoggedOnTimeToInterval - Queue.*.NotReadyTimeToInterval)==0
||(Queue.*.AvailTimeToInterval <= 10 * Queue.*.XAvail) )?
0: -1*(Queue.*.AvailTimeToInterval-10 * Queue.*.XAvail)/
(Queue.*.LoggedOnTimeToInterval - Queue.*.NotReadyTimeToInterval))
This expression chooses a queue on the target instance with the least occupied agents or the least queued calls.
Note The default rule is only an example. Customize the rule to match your needs or write your own rules.
Contact Sharing Expression Reference
Supported Operations
The following table lists the supported operations:
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Type of Operation
Conditional
Operator
&&
||
? :
Relational
Bitwise and Bit Shift
==
!=
>
>=
<
<=
~
<<
>>
&
Arithmetic
Prefix
%
+
/
*
!
-
-
+
|
^
Contact Sharing Expression Reference
Description
Conditional-AND
Conditional-OR
Ternary (shorthand for if-then-else statement) ex. A ?
B : C
If A, then B, otherwise C.
Equal to
Not equal to
Greater than
Greater than or equal to
Less than
Less than or equal to
Unary bitwise complement
Signed left shift
Signed right shift
Bitwise AND, for strings, also used for string concatenation
Bitwise exclusive OR
Bitwise inclusive OR
Addition
Subtraction
Multiplication
Division
Percentage
Unary plus operator; indicates positive value
Unary minus operator; negates an expression
Logical complement operator; inverts the value of a boolean
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Type of Operation
Wildcard
Operator
*
Description
Wildcard support similar to the expression used in router. For example, in
SkillGroup.*.Ready
, the actual target replaces the asterisk when applying the expression.
Supported Objects and Fields
The following table lists the fields available from the Live Data feed or calculated by Contact Sharing for use in Contact Sharing expressions:
Field Name
ApplicationAvailable
Description
The number of agents belonging to this Queue who are currently
ApplicationAvailable for the MRD to which the Queue belongs. An agent is Application available if the agent is Not Routable and Available for the MRD.
Avail The extrapolated number of agents in the READY state for this Queue.
The extrapolation is as follows:
(The number of agents that Live Data reports in READY state) - XAvail
If the extrapolation results in a negative number, Contact Sharing sets this field to zero.
AvailTimeToInterval Total seconds agents in the Queue have been in the READY state during the current interval.
AvgHandledCallsTimeToInterval Average handle time in seconds for calls counted as handled by the
Queue during the interval.
BusyOther
CallsHandledToInterval
Number of agents currently in the BusyOther state for this Queue.
Calls that by been answered and have completed wrap-up by the Queue during the interval.
Hold
ICMAvailable
LoggedOn
LoggedOnTimeToInterval
NotReady
NotReadyTimeToInterval
The number of agents that have all active calls on hold.
The number of agents belonging to this Queue who are currently
ICMAvailable for the MRD to which the Queue belongs. An agent is
ICM available if the agent is Routable and Available for the MRD.
Number of agents that are currently logged on to the Queue.
Total time, in seconds, agents were logged on to the Queue during the current interval.
Number of agents in the Not Ready state for the Queue.
Total seconds agents in the Queue have been in the Not Ready state during the interval.
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Field Name
QueuedNow
Ready
ReseveredAgents
TalkingAutoOut
TalkingIn
TalkingOther
TalkingOut
TalkingPreview
TalkingReserve
WorkNotReady
WorkReady
XAvail
XQueuedNow
Description
The extrapolated number of calls currently queued to this Queue. The extrapolation is as follows:
(The number of calls that Live Data reports queued to the Queue) +
XQueuedNow
The number of agents who are Routable for the MRD associated with this Queue, and whose state for this Queue is not currently
NOT_READY or WORK_NOT_READY.
The number of agents for the Queue currently in the Reserved state.
The number of agents in the Queue currently talking on AutoOut
(predictive) calls.
The number of agents in the Queue currently talking on inbound calls.
The number of agents in the Queue currently talking on internal calls, rather than inbound or outbound calls. Examples of other calls include agent-to-agent transfers and supervisor calls.
The number of agents in the Queue currently talking on outbound calls.
The number of agents in the Queue currently talking on outbound
Preview calls.
The number of agents in the Queue currently talking on agent reservation calls.
The number of agents in the Queue in the Work Not Ready state.
The number of agents in the Queue in the Work Ready state.
The number of Contact Sharing requests assigned to the available agent count for this Queue during the extrapolation period. The extrapolation period defaults to 10 seconds.
Contact Sharing request increments this field when QueuedNow = 0 and Avail > 0.
The number of Contact Sharing requests assigned to the queued call count for this Queue during the extrapolation period. The extrapolation period defaults to 10 seconds.
Contact Sharing request increments this field when one of the following conditions apply:
• QueuedNow = 0 and Avail = 0
• QueuedNow > 0 and Avail = 0
• QueuedNow > 0 and Avail > 0
The following table lists the Call Variables that are available for use in Contact Sharing expressions:
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Routing and Scripting for Contact Sharing
Call Variable Name
CallerEnteredDigits
CallingLineID
RoutingClient
Description
Digits caller entered in response to prompts.
Billing phone number of the caller. (Commonly referred to as CLID).
CustomerProvidedDigits Digits to be passed to the call recipient.
DialedNumberString
PeripheralVariable1 through 10
RouterCallDay
Phone number dialed by the caller.
Value passed to and from the peripheral.
An encoded value that indicates the date on which the software processes the call.
RouterCallKey A value that is unique among all calls the software has processed since midnight.
RouterCallDay and RouterCallKey combine to form a unique call identifier.
Name of the routing client making the route request.
Routing and Scripting for Contact Sharing
Contact Sharing uses two non-persistent call variables,
Call.ContactShareStatus
and
Call.ContactShareTarget
.
A successful route request returns
Call.ContactShareStatus
populated with the application gateway selected to receive the call. Use the call variable to route the call to the target Unified CCE instance.
Call.ContactShareTarget
is populated only when the Gateway node takes a success path. The variable contains the target queue type and the target queue id. The target queue id is the Skill Group ID or Precision
Queue ID on the target instance. The format is "Target Type, Target Queue ID". For example, "SG,5000 or
PQ,5005". You can pass this data to the target instance in a call or ECC variable. Then, you have the Contact
Sharing result available to use in scripting on the target instance.
Error Handling for Contact Sharing
If a Contact Share route request fails, the router populates
Call.ContactShareStatus
with the following error codes. The call flow takes the failure branch out of the Gateway node. The error codes appear in the
RCD table.
Status Variable
CS_NOT_CONNECTED (2)
CS_TIMED_OUT (3)
Description
No connection to the contact share process.
Request to the contact share process failed.
CS_CONFIG_ERROR (4)
CS_EXECUTION_ERROR (5)
Contact share process encountered a configuration related error.
Contact share process encountered an expression execution related error.
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Other Scripting Considerations
Status Variable
CS_APPGTW_ERROR (8)
CS_UNKNOWN_ERROR (9)
Description
Unable to lookup the application gateway with the code that the contact share process returned.
Contact sharing encountered an unknown error.
Status Variable
The following error messages can also appear:
ERROR_CONTACT_SHARE_GROUP_NOT_FOUND (1)
ERROR_CONTACT_SHARE_ROUTING_EXCEPTION (6)
ERROR_CONTACT_SHARE_ROUTING_NO_ELIGIBLE_TARGET (7)
ERROR_CONTACT_SHARE_ROUTING_TARGET_CONGESTED (8)
Description
The Contact Share Group with the listed ID was not found.
ERROR_CONTACT_SHARE_RULE_NOT_FOUND (2)
ERROR_CONTACT_SHARE_RULE_EXPRESSION_INVALID (3)
The Contact Share Rule with the listed ID was not found.
The Contact Share Rule has an invalid rule expression.
ERROR_CONTACT_SHARE_GROUP_CONSIDERIF_EXPRESSION_INVALID
(4)
The Contact Share Rule has an invalid
AcceptQueueIf expression.
ERROR_CONTACT_SHARE_GROUP_NO_QUEUE_CONFIGURED (5) There are no queues configured for the Contact Share
Group.
The route request failed for an unspecified reason.
No eligible queue was found for the route request.
No eligible queue was found for the route request because of congestion control.
Other Scripting Considerations
A simple Contact Sharing script looks like the following:
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Figure 8: Sample Contact Sharing Script
Contact Sharing
Consider the following points when you create Contact Sharing scripts:
• Always double check the logic in the routing to the Contact Sharing node.
Tip If you see all calls routing to one target system, check the IP Addresses in the machine inventory table and your script. The relationship between the Application
Gateway ID and the IP Addresses might be wrong.
• Use Call Tracer to test your call flows.
• Never put two Contact Sharing nodes in the same path of your script.
• To search for a particular Contact Sharing node, use the string selection type to search for the Contact
Sharing Group name.
• Contact Sharing returns the current Application Gateway name, not the ID. If you change the Application
Gateway name for one of your target systems, change your scripts to match the new name.
Script with Extrapolation in Mind
Contact Sharing's extrapolation assumes that the target systems route calls within the same Contact Sharing
Group that the Contact Director used. If the target system's router does not follow this assumption, Contact
Sharing's extrapolated data gets out of sync.
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Other Scripting Considerations
For Contact Sharing, have the target system route by one of the following methods:
• Route to the skill group or precision queue specified in
Call.ContactShareTarget
. You can pass the value from the Contact Director to the target system in a call or ECC variable.
• Route only among the same skill groups and precision queues that are part of the Contact Sharing Group that the Contact Director used.
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Mobile Agent
•
Mobile Agent
Capabilities
Cisco Unified Mobile Agent Description
Mobile Agent enables an agent to use any PSTN phone and a broadband VPN connection (for agent desktop communications). The agent has the same capabilities as an agent in your call center using a Cisco IP Phone.
Unified Mobile Agent supports call center agents using phones that your contact center enterprise solution does not directly control. You can deploy a Mobile Agent as follows:
• Outside the contact center, by using an analog phone or a mobile phone in the home.
• On an IP phone connection that is not CTI-controlled by Unified CCE or by an associated Unified
Communications Manager.
• On any voice endpoint of any ACD (including endpoints on other Unified Communication Managers) that the contact center Unified Communication Manager can reach by a SIP trunk.
A Mobile Agent can use different phone numbers at different times; the agent enters the phone number at login time. An agent can access the Mobile Agent functionality using any phone number that is included in the Unified Communications Manager dial plan.
With Cisco Unified Mobile Agent, contact centers can:
• Add or enable temporary staff during seasonal high call volume who can be brought on line with reduced startup costs
• Provide agents with the flexibility to work from home with similar quality, function, performance, convenience, and security as are available in the corporate headquarters contact center
• Allow agents to use the device they are most comfortable with, which improves agent productivity, helps to retain agents, and reduces training costs
• Hire skilled employees where they live and integrate remote workers into geographically dispersed teams with access to equivalent corporate applications
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Unified Mobile Agent Extends Unified CCE Capabilities
The sections that follow highlight some of the benefits of Unified Mobile Agent, and describe its features.
Unified Mobile Agent Extends Unified CCE Capabilities
Before Mobile Agent, Unified CCE used a JTAPI interface to Unified CM to connect customer calls arriving on a voice gateway to an agent's IP phone. Mobile Agent enables the Unified CCE architecture to connect customer calls to an agent phone that Unified CCE does not directly control.
Mobile Agent uses a pair of CTI ports that function as proxies for the Mobile Agent phone and the caller phone. Every logged-in Mobile Agent requires two CTI ports (local and remote). The two CTI ports take the place of the Cisco IP Phone monitored and controlled by Unified CM JTAPI. The agent at login uses the local
CTI port DN. When this agent is selected, the router transfers the caller to that CTI port. The remote CTI port calls the agent either at login for a nailed (permanent) connection or upon being selected for a call-by-call connection.
Cisco Unified Contact Center functionality remains intact whether an agent is mobile or local:
• Mobile Agents have the same capabilities and functionality that local agents have.
• Mobile Agents do not need any specialized equipment; they can receive calls on an analog or mobile phone.
• Unified Mobile Agent supports Cisco Finesse.
• Mobile Agent activity is recorded in the same contact center reports as local agent activity.
• Mobile Agent CTI and application data uses the same security mechanisms as local agent data.
Unified Mobile Agent Provides Agent Sign-In Flexibility
Agents can be either local agents or Mobile Agents, depending on how they sign in at various times.
Regardless of whether agents sign in as local or Mobile Agents, their skill groups do not change. Because agents are chosen by existing selection rules and not by how they are connected, the same routing applies regardless of how the agents log in. If you want to control routing depending on whether agents are local or mobile, assign the agents to different skill groups and design your scripts accordingly.
Connection Modes
Cisco Unified Mobile Agent allows system administrators to configure agents to use either call by call dialing or a nailed connection, or the administrator can configure agents to choose a connection mode at login time.
Mobile Agents are defined as agents using phones not directly controlled by Unified CC, irrespective of their physical location. (The term local agent refers to an agent who uses a phone that is under control of Unified
CC, irrespective of physical location.)
You can configure Mobile Agents using either of two delivery modes:
• Call by Call—In this mode, the Mobile Agent's phone is dialed for each incoming call. When the call ends, the Mobile Agent's phone is disconnected before being made ready for the next call.
• Nailed Connection—In this mode, the agent is called at login time and the line stays connected through multiple customer calls.
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Call by Call
Note The administrator can select the Agent chooses option, which allows an agent to select a call delivery mode at login.
Call by Call
In a call by call delivery mode, the Mobile Agent's phone is dialed for each incoming call. When the call ends, the Mobile Agent's phone disconnects before is it made ready for the next call.
The call by call call flow works as follows:
1.
At login, the agent specifies an assigned extension for a CTI port.
2.
A customer call arrives in the system and, through normal Unified ICM configuration and scripting, is queued for a skill group or an agent. (This is no different than existing processing for local agents.)
3.
The system assigns an agent to the call. If the agent's Desk Setting is Unified Mobile Agent-enabled and configured for either call by call or Agent chooses mode, the router uses the extension of the agent's CTI port as a label.
4.
The incoming call rings at the agent's CTI port. The JTAPI Gateway and PIM notice this but do not answer the call.
5.
A call to the agent is initiated on another CTI port chosen from a preconfigured pool. If this call fails,
Redirect on No Answer processing is initiated.
Note In call by call mode, the Answer Wait Time is 3 to 15 seconds longer than in a local agent inbound call scenario. Specify a Redirect on No Answer setting large enough to accommodate the extra processing time.
6.
When the agent takes the remote phone off-hook to answer the call, the system directs the customer call to the agent's call media address and the agent's call to the customer's call media address.
7.
When the call ends, both connections are terminated and the agent is ready to accept another call.
Note To configure Mobile Agent in call by call delivery mode, you must set the wrap-up timer to at least one second using the Agent Desktop Settings List tool in the Configuration Manager.
In call by call delivery mode, callers often perceive a longer ring time compared to nailed connection delivery mode. This is because callers hear the ringtone during the call flow; ringing stops only after the agent answers.
From the Unified CCE reporting perspective, a Mobile Agent in call by call delivery mode has a longer Answer
Wait Time for the same reason.
Related Topics
Configure Agent Desk Settings with Configuration Manager
, on page 101
Nailed Connections
In nailed connection delivery mode, the agent is called once, at login, and the phone line remains connected through multiple customer calls. See the following figure.
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Connect Tone
Figure 9: Nailed Connection Call Flow
Connect Tone
The nailed connection call flow works as follows:
1.
At login, the agent specifies an assigned extension for a CTI port from a pool.
2.
A call to the agent is initiated on another CTI port chosen from a preconfigured pool. The agent answers the call. (The agent must answer this setup call to complete the connection and finalize the login procedure.)
3.
A customer's call arrives in the system and, through normal Packaged CCE configuration and scripting, is queued for a skill group or an agent. (This is no different than existing processing for local agents.)
4.
The system assigns an agent to the call. If the agent's Desk Setting is Unified Mobile Agent-enabled and configured for either nailed connection or Agent chooses mode, the router uses the extension of the agent's
CTI port as a label.
5.
The incoming call rings at the agent's CTI port. The JTAPI Gateway and PIM notice this but does not answer the call.
6.
The agent desktop indicates a call is ringing and the agent clicks Answer .
7.
When the agent indicates that they will answer the phone, the system directs the customer call to the agent's call media address and the agent call to the customer's call media address.
8.
When the call ends, the customer connection is terminated and the agent state is set to Ready.
The Connect Tone feature in the nailed connection mode enables the system to play a tone to the Mobile
Agent through the agent's headset to let the agent know when a new call is connected. In the nailed connection mode, you can configure an audible connect tone in addition to a call arrival notice (on the desktop only).
Connect Tone is particularly useful when Auto Answer is enabled or the agent is an Outbound agent. Here are its features:
• An audible tone (two beeps) is sent to the Mobile Agent headset when the call to the nailed connection
Mobile Agent is connected. It is a DTMF tone played by Unified CM and cannot be modified.
• The Connect Tone plays only when the nailed connection Mobile Agent receives a call, as in the following examples:
• The agent receives a consultation call.
• The agent receives an outbound call.
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Agent Greeting and Whisper Announcement
• The Connect Tone does not play when the nailed connection Mobile Agent initiates a call, as in the following examples:
• The agent makes a call.
• The agent makes the consultation call.
• Outbound direct preview call is made.
• Supervisor barge-in call is made.
Agent Greeting and Whisper Announcement
The Agent Greeting and Whisper Announcement features are available to Unified Mobile Agents. The following sections explain more about how these features apply to Unified Mobile Agents.
Agent Greeting
Related Topics
Enable Mobile Agent Connect Tone
, on page 106
You can use the Agent Greeting feature to record a message that plays automatically to callers when they connect to you. Your greeting message can welcome the caller, identify you, and include other useful information.
Limitations
The following limitations apply to the Agent Greeting feature for Mobile Agents.
• If a Mobile Agent hangs up when an Agent Greeting plays, the customer still hears the complete Agent
Greeting before the call ends. This applies for both call by call and nailed-up calls.
Note In the Agent Greeting Call Type Report, this call does not appear as a failed agent greeting call.
• A supervisor cannot barge in when an Agent Greeting is playing.
• If a Peripheral Gateway (PG), JTAPI Gateway (JGW), or PIM failover occurs when an Agent Greeting plays for a Mobile Agent, the call fails.
• If a Mobile Agent hangs up when an Agent Greeting plays, the customer still hears the complete Agent
Greeting before the call ends.
Note In the Agent Greeting Call Type Report, this call does not appear as a failed agent greeting call.
• If a Peripheral Gateway (PG), JTAPI Gateway (JGW), or PIM failover occurs when an Agent Greeting plays for a Mobile Agent, the call fails. This applies for both call-by-call and nailed-up calls.
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Whisper Announcement
Note You can use Agent Greeting for Mobile Agents only with parent/child deployments that are approved by
Cisco Assessment-to-Quality (A2Q) with Design Mentoring Services (DMS).
For more information about Agent Greeting, see
.
Whisper Announcement
With Whisper Announcement, agents can hear a brief prerecorded message just before they connect with each caller. The announcement plays only to the agent; the caller hears ringing (based on existing ringtone patterns) while the announcement plays. The announcement can contain information about the caller, such as language preference or customer status. This information helps the agent prepare for the call.
Configuration Requirement
For the Whisper Announcement feature for Unified Mobile Agents, you require a Media Termination Point
(MTP) resource on an incoming SIP device.
Feature Requirements
Hardware and Software Requirements
Hardware and software requirements for the Unified Mobile Agent are identical to those of Unified CCE. For more information on feature requirements, consult these documents:
• Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-contact-center-enterprise/ products-implementation-design-guides-list.html
• Virtualization for Unified Contact Center Enterprise at https://www.cisco.com/c/dam/en/us/td/docs/ voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html
• Contact Center Enterprise Compatibility Matrix at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html
Phone Requirements
A Unified Mobile Agent can use an analog, digital, or IP phone to handle calls.
Conference Requirements
To use Agent Greeting for Mobile Agents, you must configure external conference-bridge (hardware) resources.
To estimate the number of required resources, you can use the following formula:
Number of conference bridge resources = Mobile Agent call rate × Average greeting time (in seconds)
For information about configuring external conference-bridge resources, see the dspfarm profile 1 for conference configuration section in the sample configuration gateway, listed in
Points Configuration, on page 102 .
CTI Port Requirements
You need two CTI ports (local and remote) for every logged-in Mobile Agent.
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Supported Unified CCE Features
Unified Mobile Agent uses Unified CM CTI Port as a proxy for the agent's phone. When this proxy is set up, whenever a Mobile Agent is selected to handle a customer call, the following happens:
• The call is directed to the CTI port extension.
• Unified CCE, using the JTAPI Gateway, intercepts the call arriving on the CTI Port and directs Unified
CM to connect the call to the Mobile Agent.
Unified Mobile Agent requires that maximum number of calls is set to 2 and busy trigger is set to 1.
For Unified Mobile Agent to work properly, you must configure two CTI ports:
• One port to serve as the agent's virtual extension.
• The other port to initiate calls to the agent.
You must assign these CTI ports to the Unified ICM application. The ports are recognized by Unified ICM when receiving the Unified CM configuration.
For these CTI ports in IPv6 enabled deployments, you have to set IP Addressing Mode to IPv4 Only . You do this by creating a Common Device Configuration and referencing it to these CTI ports.
Supported Unified CCE Features
The following features are supported:
• Unified CCE supports temporary uninstallation while preserving Mobile Agent data.
For more information about temporary uninstallation, see the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide .
• Mobile Agents can participate in outbound campaigns, but they must use a nailed-up connection for all outbound dialing modes.
• Unified Mobile Agent supports Redirect on No Answer (RONA). If the Mobile Agent fails to answer, the agent is made Not Ready, and the call is redirected to a RANA DN route point.
• Unified Mobile Agent supports G.711A-law, G.711u-law, and G.729 codecs.
• There is no direct interaction between Unified Mobile Agent and multichannel applications. Email and
Chat are IP applications that continue to operate normally, assuming the Mobile Agent has a desktop with enough bandwidth on the broadband connection to support them.
• Unified Mobile Agent supports Cisco Unified Customer Voice Portal (Unified CVP) and Cisco Unified
IP-IVR (Unified IP IVR).
Related Topics
Silent Monitoring , on page 89
Fault Tolerance Support
Fault tolerance for the Unified Mobile Agent follows the behavior of Unified CCE:
• The JTAPI Gateway, Unified CCE PIM, and CTI components record key events related to Unified Mobile
Agent as part of their normal logging.
• As with standard Unified CCE calls, if a Peripheral Gateway (PG) component such as the JTAPI Gateway fails, the phone call is not lost, but subsequent call control (transfer, conference, or hold) might not be
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Important Considerations possible after a failover. The Mobile Agent is notified of a failure (on the desktop), but they must log in again after a Unified CM or Unified ICM failure occurs.
• Where CTI data is delivered for screen pops, CTI data is preserved.
Unified Mobile Agent can experience many of the same failure cases as Unified CCE:
• Side A/B failure
• VRU failure
• Unified CM failure
• CTI server failure
There are also some failure cases that are unique to Unified Mobile Agent:
• A situation where a Mobile Agent is using a cellular phone and the connection is dropped due to non-availability of a signal, is deemed as external failure. The agent must call back and log-in again.
• If a Mobile Agent's phone line disconnects while using nailed connection mode, the agent must log in again to receive new calls.
Related Topics
, on page 88
Important Considerations
Before you proceed, consider the following Unified Mobile Agent limitations and considerations:
Failover
• During a failover, if an agent in call by call mode answers an alerting call, the call can drop. This occurs because the media cannot be bridged when there is no active PG.
• During a prolonged Peripheral Gateway (PG) failover, if an agent takes call control action for a Unified
Mobile Agent-to-Unified Mobile Agent call, the call can drop. This occurs because the activating PG may not have information for all agents and calls at that point.
• Unified Communications Manager failover causes a Mobile Agent call to be lost.
• If a call by call Mobile Agent initiates a call (including a supervisor call) and does not answer the remote leg of the call before PG failover, the call fails. The agent must disconnect the remote agent call leg and reinitiate the call.
Performance
• Mobile Agent call processing uses more server resources and therefore reduces the maximum number of supported agents on both Unified CM and the Unified ICM Agent PG.
For more information about sizing Mobile Agents, see the Solution Design Guide for Cisco Unified
Contact Center Enterprise .
• Because Unified Mobile Agent adds processing steps to Unified CCE default functionality, Mobile
Agents may experience some delay in screen popup windows.
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Codec
Codec
• From a caller's perspective, the call by call delivery mode has a longer ring time compared with the nailed connection delivery mode. This is because Unified CCE does not start to dial the Mobile Agent's phone number until after the call information is routed to the agent desktop. In addition, the customer call media stream is not connected to the agent until after the agent answers the phone.
The caller hears a repeated ringtone while Unified CCE makes these connections.
The codec settings on the Peripheral Gateway and Voice Gateway must match. Perform the following procedure:
1.
Launch the Peripheral Gateway Setup.
2.
In the Peripheral Gateway Component Properties, select the UCM PIM and click Edit.
3.
In the CallManager Parameters section, select the appropriate codec from the Mobile Agent Codec drop down list.
Figure 10: Mobile Agent Codec Selection
Silent Monitoring
Unified Mobile Agent provides the following silent monitoring support:
• Unified Mobile Agent requires that caller and agent voice gateways be on separate devices if silent monitoring is to be used.
• Unified Mobile Agent does not support desktop monitoring.
• Whenever silent monitoring is used on Unified Mobile Agent, caller and agent voice gateways must be on separate devices. Similarly, if MTP is enabled when silent monitoring is used, MTP resources for caller and agent must also be on separate devices.
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Mobile Agent Scalability
Mobile Agent Scalability
Mobile Agent scalability may be contingent on specific Unified CM versions. For more information, see the
Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html
.
Unsupported Features
The following is a list of unsupported features for Mobile Agent:
• Web Callback
• Blended Collaboration
• Unified CM-based Silent Monitoring
• Agent Request
Unified Mobile Agent Call Flows
This section provides sample Unified Mobile Agent call flows for:
• Inbound calls
• Local consultation calls
• Remote consultation calls
• Remote conference calls
In all Unified Mobile Agent call flows, the JTAPI Gateway maintains the signaling association between the inbound and outbound calls and, if necessary, performs further operations on the call. JTAPI Gateway, however, does not terminate media; it uses CTI to deliver the customer call from the inbound gateway port to the outbound gateway port.
This means that a Mobile Agent must use an agent desktop application to log in, change agent state, log out, send dual-tone multifrequency (DTMF) digits, and perform call control.
About Figures in This Section
The figures in this section:
• Show a caller and a Mobile Agent in a cellular network. However, the same concepts apply whether the
Mobile Agent is using an enterprise desk phone, an IP Phone spanning another Unified CM cluster, standard analog phone, or a third-party ACD phone.
• Focus solely on call media flow; a Mobile Agent must use a CTI Desktop with broadband access to perform agent state and call control.
• Show only a sampling of the call flows possible with Unified Mobile Agent.
Inbound Call Flow
The following figure shows an inbound call flow.
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Figure 11: Mobile Agent Inbound Call Flow
Local Consult Calls
Note Caller and Agent voice gateways can coreside on one device, except in deployments where Silent Monitoring is required.
The following describes an inbound call flow:
1.
The Mobile Agent becomes available to answer calls by:
• Logging in to the corporate domain using VPN over the ADSL/Cable connection
• Launching the agent desktop interface and logging in with their remote phone information
• Entering the Ready mode
2.
A customer call arrives at the Unified CC.
3.
The JTAPI Gateway creates a Mobile Agent class to manage local and network CTI ports for a Mobile
Agent.
4.
The Router passes the call to the local CTI Port of a Mobile Agent.
5.
The JTAPI Gateway places a call on a network CTI port to the agent's cell phone.
6.
The JTAPI Gateway uses local and network CTI ports of the Mobile Agent to stream the media for the call from the inbound (caller) gateway port to the outbound (agent) gateway port.
Local Consult Calls
The following figure shows a consult call flow between a Mobile Agent and a local agent.
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Figure 12: Mobile Agent Consult Call Flow
Mobile Agent
Note Caller and Agent voice gateways can coreside on one device, except in deployments where Silent Monitoring is required.
The following describes a local consult call flow:
1.
The Mobile Agent becomes available to answer calls by:
• Logging in to the corporate domain using VPN over the ADSL/Cable connection
• Launching the agent desktop interface and logging in with their remote phone information
• Entering the Ready mode
2.
A customer call arrives at the Unified CC.
3.
The JTAPI Gateway creates a Mobile Agent class to manage local and network CTI ports for a Mobile
Agent.
4.
The Router passes the call to the local CTI Port of a Mobile Agent.
5.
The JTAPI Gateway places Agent Connection Call 1 on a network CTI port to the agent's cell phone.
6.
The Mobile Agent places the customer call on hold and consults a local Unified CCE agent.
7.
The JTAPI Gateway uses local and network CTI ports of the Mobile Agent to stream the media for the call from the IP hard phone to the outbound gateway port.
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Remote Consult Calls
The following figure shows a remote consult call flow between two Mobile Agents.
Figure 13: Mobile Agent Remote Consult Call Flow
Remote Consult Calls
Note Caller and Agent voice gateways can coreside on one device, except in deployments where Silent Monitoring is required.
The following describes a remote consult call flow:
1.
The Mobile Agent becomes available to answer calls by:
• Logging in to the corporate domain using VPN over the ADSL/Cable connection
• Launching the agent desktop interface and logging in with their remote phone information
• Entering the Ready mode
2.
A customer call arrives at the Unified CC.
3.
The JTAPI Gateway creates a Mobile Agent class to manage local and network CTI ports for a Mobile
Agent.
4.
The Router passes the call to the local CTI Port of a Mobile Agent.
5.
The JTAPI Gateway places Agent Connection Call 1 on a network CTI port to the agent's cell phone.
6.
Mobile Agent 1 puts the customer call on hold and consults Mobile Agent 2.
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Remote Conference Calls
7.
The JTAPI Gateway uses the network CTI port of Mobile Agent 1 and the network CTI port of Mobile
Agent 2 to stream the media for the call from the outbound gateway port on Agent Gateway 1 to the outbound gateway port on Agent Gateway 2.
Remote Conference Calls
The following figure shows a remote conference call flow between two Mobile Agents.
Figure 14: Mobile Agent Remote Conference Call Flow
Note Caller and Agent voice gateways can coreside on one device, except in deployments where Silent Monitoring is required.
The following describes a remote conference call flow:
1.
The Mobile Agent becomes available to answer calls by:
• Logging in to the corporate domain using VPN over the ADSL/Cable connection
• Launching the agent desktop interface and logging in with their remote phone information
• Entering the Ready mode
2.
A customer call arrives at the Unified CC.
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Outbound Option Call Flow
3.
The JTAPI Gateway creates a Mobile Agent class to manage local and network CTI ports for a Mobile
Agent.
4.
The Router passes the call to the local CTI Port of a Mobile Agent.
5.
Unified CM redirects the media stream 1 from inbound gateway on the Caller Gateway to the conference bridge during call merging process.
6.
The JTAPI Gateway uses local and network CTI ports of Mobile Agent 1 to loop the Media Stream 2 for the call from the outbound gateway port on the Agent Gateway 1 to the conference bridge.
7.
The JTAPI Gateway uses local and network CTI ports of Mobile Agent 2 to loop the Media Stream 3 for the call from the outbound gateway port on the Agent Gateway 2 to the conference bridge.
Outbound Option Call Flow
The following figure shows a Outbound Option call flow between a customer and a Mobile Agent.
Note Unified Mobile Agent supports Outbound Option calls in nailed connection delivery mode only .
Figure 15: Mobile Agent Outbound Call Flow
Note Caller and Agent voice gateways can coreside on one device, except in deployments where Silent Monitoring is required.
The following describes an Outbound Option call flow:
1.
The Mobile Agent becomes available to answer calls by:
• Logging in to the corporate domain using VPN over the ADSL/Cable connection
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• Launching the agent desktop interface and logging in with their remote phone information
• Entering the Ready mode
2.
The JTAPI Gateway creates a Mobile Agent class to manage local and network CTI ports for a Mobile
Agent.
3.
Outbound Option dials the customer number and, after reaching a live customer, the Dialer redirects the customer call to the local CTI Port of an Outbound Option Mobile Agent.
4.
The JTAPI Gateway places a call on a network CTI port to the agent's cell phone.
5.
The JTAPI Gateway uses local and network CTI ports of the Mobile Agent to stream the media for the call from the inbound gateway port to the outbound gateway port.
Unified Mobile Agent Reporting
Unified Mobile Agent-specific call data is contained in the following Cisco Unified Intelligence Center reports:
Agent Team Historical, Agent Real Time, and Agent Skill Group Historical. These “All Field” reports contain information in multiple fields that show what kind of call the agent is on (nonmobile, call by call, nailed connection) and the Unified Mobile Agent phone number.
Notes about Mobile Agents and reporting:
• The Mobile Agent must be logged in through the agent desktop for call data to be recorded in Unified
CC reports.
• Service level for Mobile Agent calls might be different than local agent calls, because it takes longer to connect the call to the agent.
For example, a call by call Mobile Agent might have a longer Answer Wait Time Average than a local agent. This is because Unified CCE does not start to dial the Mobile Agent phone number until after the call information is routed to the agent desktop. In addition, the customer call media stream is not connected to the agent until after the agent answers the phone.
For more information about Unified Mobile Agent fields in the database schema, see Database Schema
Handbook for Cisco Unified Contact Center Enterprise .
Initial Setup
Summary of Unified Mobile Agent System Configuration Tasks
The following table describes system configuration tasks for Unified Mobile Agent.
Table 5: Unified Mobile Agent System Configuration Tasks
Task
Configure Unified CM CTI Port pools
See
Unified CM CTI Port Configuration and Mapping for Unified Mobile
Configure Unified CM Call Duration
Timer
Maximum Call Duration Timer Configuration, on page 100
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Task
Configure Agent Desk Settings
See
Agent Desk Setting Configuration for Unified Mobile Agent, on page
Device Configuration for Unified Mobile Agent, on page 102
Configure Devices
Configure Media Termination Points
Media Termination Points Configuration, on page 102
Unified CM CTI Port Configuration and Mapping for Unified Mobile Agent
This section describes the CTI Port Pool configuration tasks specific to Mobile Agent Option configuration.
It does not discuss installation or configuration of Unified CCE.
Note For more information about installing and configuring Unified CM with Unified CCE, see the Cisco Unified
Contact Center Enterprise Installation and Upgrade Guide .
Unified Mobile Agent must have two CTI ports configured on Unified CM:
• A local CTI port, which Unified Mobile Agent uses as the agent's virtual extension.
• A remote CTI port, which Unified Mobile Agent uses to initiate a call to the Mobile Agent's phone.
Naming Conventions for Local and Network Ports
• The local port must begin with the string LCP.
• The remote port must begin with the string RCP.
• The remaining characters in the device names for the LCP and RCP pair must match . For example an
LCP port named LCP0000 has a corresponding RCP port named RCP0000.
• For example, you can use the following naming convention:
• For a local CTI Port pool name, configure a name in the format LCP xxxxFyyyy , where LCP identifies a local CTI Port Pool, xxxx is the peripheral ID for the Unified CM PIM, and yyyy is the number of local CTI Port.
Example: LCP5000F0000 represents CTI Port: 0 in a local CTI Port pool for the Unified CM PIM with the peripheral ID 5000.
• For a network CTI Port pool name, use the same format, except substitute RCP as the first three characters.
Note While you do not require a naming convention, the substrings identifying the
Unified CM PIM peripheral ID and the CTI Port must match for each local/network pair.
CTI Port configuration consists of the following steps:
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1.
Add the CTI port as you would for an IP Phone.
2.
Use the naming convention described above to map the local and network CTI ports.
Note Each local CTI port must have a corresponding network CTI port.
3.
Add a directory number for the local CTI port (that is, the agent's virtual extension).
4.
Map the local and network CTI ports with the PG user.
Music on Hold Design
If you want callers to hear music when a Mobile Agent places the caller on hold, you must assign Music on
Hold (MoH) resources to the ingress voice gateway or trunk that is connected to the caller (as you do with traditional agents). In this case, the user or network audio source is specified on the local CTI port configuration.
Similarly, if a Mobile Agent must hear music when the system puts the agent on hold, you must assign MoH resources to the ingress voice gateway or trunk that is connected to the Mobile Agent.
In this case, the user or network audio source is specified on the remote CTI port configuration.
Do not assign MoH resources to local ports and remote CTI ports, because it might affect the system performance.
If a remote Mobile Agent calls over a nailed connection and if there is no active call to the agent, the agent is put on hold. Enable MoH to the Mobile Agent phone for nailed connection calls. If MoH resources are an issue, consider multicast MoH services.
If a remote Mobile Agent calls over a nailed connection, and if MoH is disabled, the hold tone plays to the agent phone during the hold time. This depends on the call processing agent that controls the Mobile Agent remote phone. For Unified CM, the hold tone is enabled by default (it is similar to the Mobile Agent connect tone). Because the hold tone is similar to the connect tone, it is difficult for the agent to identify if a call arrived from listening to the Mobile Agent connect tone. The hold tone prevents the agent from hearing the connect tone.
Therefore, disable the hold tone by changing the setting of the Tone on Hold Timer service parameter to 0.
For more information about setting this parameter, see the Unified CM product documentation available at: https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/ tsd-products-support-series-home.html
.
Configure Unified CM CTI Port Pools for Unified Mobile Agent
Perform the following steps to configure CTI Ports.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CM Administration, select Device > Phone .
Click Add a New Phone .
From Phone Type, select CTI Port .
Click Next .
In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.
Using the naming convention format LCP xxxxyyyy :
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Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Step 15
Step 16
Step 17
Step 18
Step 19
Step 20
• LCP identifies the CTI Port as a local device.
• xxxx is the peripheral ID for the Unified CM PIM.
• yyyy is the local CTI Port.
The name LCP5000F0000 would represent CTI Port: 0 in a local CTI Port pool for the Unified CM PIM with the peripheral ID 5000.
The name LCP0000 represents the local port.
In Description, enter text that identifies the local CTI port.
Use the Device Pool drop-down list to choose the device pool to which you want to assign the network CTI port pool. Do not select Default. (The device pool defines sets of common characteristics for devices.)
Click Save .
Highlight a record and select Add a New DN .
Add a unique directory number for the CTI port you just created.
In Maximum Number of Calls, enter 2 .
In Busy Trigger, enter 1 .
When finished, click Save , and click Close .
Repeat the preceding steps to configure the network CTI port pool.
In Device Name, using the naming convention format RCP xxxxyyyy , where:
• RCP identifies the CTI port as the Remote CTI port where the call between the agent's remote device and the Unified CM Port is nailed up at agent login time.
• xxxx is the peripheral ID for the Unified CM PIM.
• yyyy is the network CTI port.
The name RCP5000F0000 represents CTI Port: 0 in a network CTI Port pool for the Unified CM PIM with the peripheral ID 5000.
In Description, enter text that identifies the network CTI port pool.
Use the Device Pool drop-down list to choose the device pool to which you want to assign the network CTI port. Do not select Default. pool. (The device pool defines sets of common characteristics for devices.)
Click Save .
Highlight a record and select Add a New DN .
Add a unique directory number for the CTI port you just created.
The extension length can be different from the extension length of the LCP Port if your dial plan requires it.
When finished, click Save , and click Close .
Map Local and Remote CTI Ports with Peripheral Gateway User
After you define the CTI Port pool, you must associate the CTI Ports with PG users.
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Procedure
Step 1
Step 2
Step 3
In Unified CM Administration, select Application User .
Select a username and associate ports with it.
When finished, click Save , and then click Close .
Note If CTI ports for Unified Mobile Agent are disassociated at the Unified CM while a Mobile Agent is on an active call, the call can drop.
Maximum Call Duration Timer Configuration
By default, Mobile Agents in nailed connection mode log out after 12 hours. This happens because a Unified
CM Service Parameter—the Maximum Call Duration Timer—determines the amount of time an agent phone can remain in the Connected state after login.
If you anticipate that nailed connection agents in your Unified Mobile Agent deployment will be logged on longer than 12 hours, use the following instructions to either:
• Increase the Maximum Call Duration Timer setting.
• Disable the timer entirely.
Configure Maximum Call Duration Timer
Note This procedure applies only to Unified Mobile Agent deployments where agents logged in to nailed connection mode are to remain connected longer than 12 hours. Also, if your Mobile Agent deployment uses intercluster trunks, you must perform the following steps on both local and network Unified CM clusters.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CM Administration, choose System > Service Parameters .
In the Server drop-down list, choose a server.
In the Service drop-down list, choose a server .
The Service Parameters Configuration windowappears.
In the Cluster-wide Parameters section, specify a Maximum Call Duration Timer setting.
The default is 720 minutes (12 hours); the maximum setting allowed is 35791 minutes.
Note To disable the timer, enter 0 .
Click Save .
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Agent Desk Setting Configuration for Unified Mobile Agent
This section describes Agent Desk Settings that you must modify to accommodate Unified Mobile Agent features.
Configure Agent Desk Settings with Configuration Manager
This section describes Agent Desk Settings configuration settings you should specify in Unified ICM
Configuration Manager to accommodate Unified Mobile Agent features.
The following instructions describe how to configure one Agent Desk Setting. Repeat this process for each different Agent Desk Setting in your deployment.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Unified ICM Configuration Manager, choose Configure ICM > Enterprise > Agent Desk Settings
List .
The Unified ICM Agent Desk Settings List dialog box opens.
Click Retrieve .
Click Add .
Fill in the following Attributes tab information, making sure to include settings for the following fields and check boxes:
• Ring no answer time . The system allows a call to ring at the agent's station before redirecting the call.
This can be from 1 to 120 seconds.
Note If you use call by call mode, the answer wait time will be longer than in a local agent inbound call scenario, so specify a value in this field to accommodate the extra processing time.
• Logout non-activity time . The number of seconds of agent inactivity while in the not ready state before the system logs out the agent. A blank entry disables the timer.
• Cisco Unified Mobile Agent (check box). Enables the Mobile Agent feature so that the agent can log in remotely and take calls from any phone.
• Mobile Agent mode . Select how call connections are made to the Mobile Agent's phone:
• Agent chooses . Agent selects call by call or nailed connection at login.
• Call by call . Agent's phone is dialed for each incoming call. When a call ends, the connection is terminated before the agent is made ready for next call.
• Nailed connection . Agent is called once, at login. The line stays connected through multiple customer calls.
Step 5 Click Save .
Note For more information about configuring Agent Desk Settings in Unified CCE, see Cisco Unified Contact
Center Enterprise Installation and Upgrade Guide .
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Device Configuration for Unified Mobile Agent
Device Configuration for Unified Mobile Agent
Use the Agent Targeting Rules (ATR) mechanism described in the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide to configure a device as you would for a phone, but using the LCP Port in place of the agent's phone extension.
Media Termination Points Configuration
If you use SIP trunks, you must configure Media Termination Points (MTPs). You must also configure MTPs if you use TDM trunks to create an interface with service providers.
Additionally, MTPs are required for Mobile Agent call flows that involve a Cisco Unified Customer Voice
Portal (CVP) solution. Because in DTMF signaling mode the Mobile Agent uses out-of-band signaling, whereas Unified CVP supports in-band signaling, the conversion from out-of-band to in-band signaling requires an MTP resource.
MTPs may be allocated as required in deployments that use a mix of IPv4 and IPv6 connections. MTP resources are allocated provided that the Media Resource Group List is configured on the IPV4 endpoint.
MTPs are available in the following forms, but not all are supported in Mobile Agent environments:
• Software-based MTPs in Cisco IOS gateways—use these MTPs for Mobile Agent as they provide codec flexibility and improved scalability compared with other MTP options. The following is a sample configuration on a gateway.
sccp local GigabitEthernet0/0 sccp ccm 10.10.10.31 identifier 1 priority 1 version 7.0
sccp ccm 10.10.10.131 identifier 2 priority 2 version 7.0
sccp
!
sccp ccm group 1 associate ccm 1 priority 1 associate ccm 2 priority 2 associate profile 3 register gw84xcode associate profile 1 register gw84conf
!
associate profile 2 register gw84mtp dspfarm profile 3 transcode codec g729abr8 codec g729ar8 codec g711alaw codec g711ulaw codec g729r8 codec g729br8 maximum sessions 52
!
associate application SCCP dspfarm profile 1 conference codec g729br8 codec g729r8 codec g729abr8 codec g729ar8 codec g711alaw codec g711ulaw maximum sessions 24
!
associate application SCCP dspfarm profile 2 mtp codec g711ulaw maximum sessions software 500 associate application SCCP
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• Hardware-based MTPs in Cisco IOS gateways—These MTPs are supported. If you choose these, consider the extra cost, codec restrictions, and scalability constraints.
• Software-based MTPs using the Cisco IP Voice Media Streaming Application—These MTPs are not supported with Mobile Agents.
Note Because Unified CM-based software MTPs are used implicitly, you must add a special configuration to avoid using them. Create a new Media Resource Group (MRG) as a place holder, and place the software MTPs in that MRG. For instructions, refer to the Unified CM help documentation.
Configure Media Termination Points in Unified CM
Add MTP Resources to Unified CM
Perform these steps to add media termination points (MTPs) to Unified CM.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
In Unified CM Administration click Media Resources > Media Termination Point .
Click Add New.
Choose Cisco IOS Enhanced Software Media Termination Point from the Media Termination Point
Type drop-down list.
Enter an MTP name. This name must match the device name you chose in IOS. In the example in the previous section, the MTP was called gw84mtp, as from the config line: associate profile 2 gw84mtp .
Choose the appropriate device pool.
Click Save and then click Apply config .
Navigate back to Media Termination Point and ensure the newly added MTP is listed as being registered with <Unified CM subscriber IP address> in the Status column.
Repeat steps 1 through 7 for each sccp ccm group you configured on each of your gateways.
Configure Media Termination Point Resources in Unified CM
This section explains how to create media resource groups and media resource group lists.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Navigate to Media Resources > Media Resource Group in Unified CM Administration.
Click Add New .
Specify a name and description.
From the Available Media Resources that you just created, move the those devices from the Available to the
Selected list by clicking the down arrow. Ensure that you do not include Unified CM Software resources. For example, type anything that starts with ANN_, MTP_, or MOH_ .
Navigate to Media Resources > Media Resource Group List .
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Step 6
Step 7
Step 8
Click Add New .
Move the Media Resource Group you just created from the Available Media Resource Groups to the Selected
Media Resource Groups.
Click Save .
Associate Media Resource Group List with Device Pools
Procedure
Step 1
Step 2
Navigate to System > Device Pool and click on the device pool that contains the CTI ports for Mobile Agent.
If there are multiple pools, perform the next step for each device pool that applies.
In the Media Resource Group List drop-down list, select the Media Resource Group List that you just created, click Save and then click Apply config .
Quarantine Unified CM Software-Based Resources
Unified CM-based software MTPs are used by default. However, Cisco contact center deployments do not support these resources because they may cause performance problems in call processing. You must quarantine them with a special configuration. Perform the following steps:
Procedure
Step 1
Step 2
Create a new Media Resource Group (MRG) as a place holder.
Place the software MTPs in that MRG.
For further instructions, refer to the Unified CM help documentation.
Insert MTPs
If you use SIP trunks, you must configure MTPs. This also applies if you use TDM trunks to interact with service providers. Mobile Agent cannot use an MTP with codec pass through. When you configure the MTP, you must select No pass through. KPML is not supported with Mobile Agent.
Procedure
Step 1
Step 2
Step 3
Log in to Unified CM Administration and select Device > Trunk .
Select the trunk on which you want to configure MTPs.
Depending on the scenario listed below, perform the corresponding step listed in the Description column.
Note that if you configure Trunk Groups to dynamically insert MTPs, only the calls that require MTPs use them.
• If you want to always insert MTPs for inbound and outbound calls through a given trunk: In the Trunk
Configuration settings, select the Media Termination Point Required check box.
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• If you want to dynamically insert MTPs when Unified ICM detects media or signaling incompatibility between the caller and called endpoints: In the Trunk Group Configuration settings, in DTMF Signaling
Method, select RFC2833 .
Enable Call Progress Tones for Agent-Initiated Calls
Procedure
When MTP Required is not enabled, extra configuration is required to enable an agent to hear call progress tones for agent initiated calls. If instead you have dynamic MTP allocation by forcing mismatched DTMF settings, then configure the Unified Communications Manager to enable Early Offer.
For information on configuring the Unified Communications Manager, see the Unified Communications
Manager product documentation at https://www.cisco.com/c/en/us/support/unified-communications/ unified-communications-manager-callmanager/tsd-products-support-series-home.html
. The Cisco Annunciator does not generate ringback and other call progress tones, as it does for regular phones and softphones. Instead,
Mobile Agent relies on the called party generating these tones (and the early offer setting triggers sending these tones to the agent).
Note This selection does not affect MTP sizing for IP Phones and other endpoints that support RFC2833 signaling, as is the case for many Cisco phones. For more information about supported phones, see the Contact Center Enterprise Compatibility Matrix at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html
.
Verify MTP Resource Utilization
Since Unified CM comes preconfigured with Software MTP resources, these resources may sometimes be used to provide MTP for Mobile Agent calls without proper configuration. Because we don't support the use of Unified CM based software MTPs, we explicitly quarantined them in the above section, Disabling Unified
CM Based Software MTPs. To ensure that the new IOS-based MTPs are the ones being used for Mobile
Agents, perform the following steps to verify that correct MTPs are used.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Install the Unified CM Realtime monitoring tool. This tool can be downloaded under Application > Plugins within Unified CM Administration.
Place a call to a logged-in Mobile Agent.
Open the Unified CM Realtime monitoring tool and navigate to System > Performance > Open Performance
Monitoring .
Expand the node(s) that are associated with your IOS-based MTP resources and choose Cisco MTP Device .
Double-click Resources Active and choose all of the available resources to monitor. This includes both IOS and Unified CM-based resources. Ensure that the only resources that are active during the Mobile Agent phone call are the IOS-based resources. Also, ensure that all UCM-based MTP resources are not active.
Repeat the previous step for each node that has MTP resources associated with it.
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Enabled Connect Tone Feature
In a nailed connection, the system can play a tone to the Unified Mobile Agent through the agent headset to let the agent know when a new call is connected. In the default Installation, the Mobile Agent Connect Tone feature is disabled.
Enable Mobile Agent Connect Tone
If you require Unified Mobile Agent Connect Tone, you must make the following change in the Windows
Registry for the key PlayMAConnectTone under the JTAPI GW PG registry entries.
Perform the following procedure to allow a Mobile Agent in the nailed connection mode to hear a tone when a new call is connected.
Before you begin
MTP resources must be associated with the CUCM trunk that connects to the Agent Gateway.
Procedure
Step 1
Step 2
Step 3
Step 4
On the PG machine, open the Registry Editor (regedit.exe).
Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\ <InstanceName> \PG1A\PG\CurrentVersion\JGWS\jgw1\JGWData\Config\PlayMAConnectTone .
The Edit DWORD Value dialog box appears.
In the Value data: field, enter 1 to enable Mobile Agent Connect Tone and click OK .
Exit the Registry Editor to save the change, and cycle the PG service.
Administration and Usage
Cisco Finesse
Finesse provides a browser-based desktop for agents and supervisors. Mobile agents can perform the same call control functions as Unified CCE agents. Mobile supervisors can perform all call control functions except for silent monitoring.
Sign in to Cisco Finesse Desktop
Procedure
Step 1
Step 2
Enter the hostname of the Finesse server in the fully qualified domain name (FQDN) format: https://<FQDN of Finesse server>, where FQDN is the fully qualified domain name of the Finesse server.
In an IPv6-enabled environment, you must include the port number in the URL (https:// FQDN of Finesse server :8082/desktop).
In the ID field, enter your agent ID.
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Step 3
Step 4
Step 5
Step 6
Step 7
In the Password field, enter your password.
In the Extension field, enter your extension.
For a mobile agent, the extension represents the virtual extension for the agent, also known as the local CTI port (LCP).
Check the Sign in as a Mobile Agent check box.
The Mode and Dial Number fields appear.
From the Mode drop-down list, choose the mode you want to use.
In Call by Call mode, your phone is dialed for each incoming call and disconnected when the call ends.
In Nailed Connection mode, your phone is called when you sign in and the line stays connected through multiple customer calls.
In the Dial Number field, enter the number for the phone you are using.
Step 8
Option
ID
Password
Extension
Sign in as Unified Mobile Agent
Mode
Dial Number
Click Sign In .
Description
The agent ID.
Your supervisor assigns this password.
The agent's extension.
Select to sign in as a Unified Mobile Agent.
Call by Call or Nailed Connection
The number of the phone being used.
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Note In Nailed Connection mode, the desktop must receive and answer a setup call before sign-in is complete.
In Call by Call mode, the dial number provided is not verified. To ensure that the number is correct, verify the number in the header on the Agent Desktop after sign-in is complete.
Verify Sign-In to Cisco Finesse
Procedure
Check to be sure the Finesse Agent Desktop displays the following in the header:
• Mobile Agent before your agent name
• The mode used (Call by Call or Nailed Connection)
• The dial number you provided
Enable Ready State
You must be in Ready state to process incoming calls.
Procedure
Choose Ready from the drop-down list below the agent name.
Note If you are in call-by-call mode, you must answer and end each incoming call on your physical phone.
After you answer a call, you must perform all other call control functions (such as Conference,
Transfer, Hold, Retrieve) using the desktop.
With call-by-call connection, an agent cannot end one leg of a transfer without terminating it at the other end. The transfer must either be fully completed or both legs completely dropped.
If you are in Nailed Connection mode, after you answer the initial setup call, you must perform all other call control functions using the desktop.
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Make a Call
Procedure
Step 1
Step 2
Step 3
From the drop-down list below the agent name, choose Not Ready .
Note You must be in Not Ready state to make a call.
Click Make a New Call .
Enter the number you want to call on the keypad, and then click Call .
If you are in Call by Call mode, the CTI server sends a setup call to your phone. A message appears on the keypad that states the following:
A call will be initiated to your phone which must be answered before an outbound call to your destination can be made.
After the setup call is answered, the system establishes the outbound call to the destination specified.
Serviceability
On a Mobile Agent call flow, CUCM may return a 404 error due to the absence of a agent greeting, leading to call failure. To fix this issue, do the following:
1.
Create a new Run External Script node. Map the backup media of the script to the agent greeting recording
(media file).
2.
Add the Run External Script node between the failure path of the AgentGreeting Run External Script node and the End node.
3.
Connect the Run External Script node's success path to the existing Release Call node and failure path to the existing End node.
Note This fix may add a short delay of one to two seconds to the call flow.
For information about
Agent Greeting Play Script, on page 32
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Post Call Survey
•
•
Configure Post Call Survey in CVP, on page 112
•
Configure Unified CCE, on page 112
Post Call Survey
A Post Call Survey takes place after normal call treatment. Typically, you use the survey to determine whether a customer was satisfied with their experience. You configure a call flow that, after the agent disconnects from the caller, optionally sends the call to a DNIS for the Post Call Survey.
Your VRU asks callers whether they want to participate in a Post Call Survey. If they choose to do so, they are automatically transferred to the Post Call Survey after the normal call flow completes.
Post Call Survey Use Case
The caller is typically asked if they want to participate in a survey during the call. Your solution can determine based on dialed numbers to invoke the post call survey at the end of a call. When the customer completes the conversation with an agent, the customer is automatically redirected to a survey. The hang-up event from the last agent in the call triggers the post call survey.
A customer can use the keypad on a touch tone phone and voice with ASR/TTS to respond to questions asked during the survey. For the solution, the post call survey call is just like another regular call. The post call survey retrieves the call context information from the original customer call.
Post Call Survey Design Impacts
Observe the following conditions when designing a Post Call Survey:
• A Post Call Survey triggers at the hang-up event from the last agent. When the agent hangs up, the call routing script launches a survey script.
• The mapping of a dialed number pattern to a Post Call Survey number enables the Post Call Survey feature for the call.
• The value of the expanded call variable user.microapp.isPostCallSurvey
controls whether the call transfers to the Post Call Survey number.
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Configure Post Call Survey in CVP
• If user.microapp.isPostCallSurvey
is set to y (the implied default), the call transfers to the mapped post call survey number.
• If user.microapp.isPostCallSurvey
is set to n , the call ends.
• To route all calls in the dialed number pattern to the survey, your script does not have to set the user.microapp.isPostCallSurvey
variable. The variable is set to y by default.
• You cannot have a REFER call flow with Post Call Survey. REFER call flows remove Unified CVP from the call. But, Post Call Survey needs Unified CVP because the agent has already disconnected.
• For Unified CCE reporting purposes, the Post Call Survey call inherits the call context for the initial call.
When a survey starts, the call context of the customer call that was transferred to the agent replicates into the call context of the Post Call Survey call.
Configure Post Call Survey in CVP
Complete the following procedure to configure Post Call Survey in Unified CVP.
Procedure
Step 1
Step 2
Step 3
Log in to the Unified CVP Operations Console and choose System > Dialed Number Pattern .
Enter the following configuration settings to associate incoming dialed numbers with survey numbers:
• Dialed Number Pattern - Enter the appropriate dialed number.
The incoming Dialed Number for calls being directed to a Post Call Survey Dialed. This is the Dialed
Number you want to redirect to the survey.
• Enable Post Call Survey for Incoming Calls - Select to enable post call survey for incoming calls.
• Survey Dialed Number Pattern - Enter the dialed number of the Post Call Survey. This is the dialed number to which the calls should be transferred to after the normal call flow completes.
• Click Save to save the Dialed Number Pattern.
Click Deploy to deploy the configuration to all Unified CVP Call Server devices.
Configure Unified CCE
Configure ECC Variable
You need not configure Unified CCE to use Post Call Survey, however, you can turn the feature off (and then on again) within an ICM script by using the ECC variable user.microapp.isPostCallSurvey
and a value of n or y (value is case insensitive) to disable and re-enable the feature.
Configure the ECC variable to a value of n or y before the label node or before the Queue to Skillgroup node.
This sends the correct value to Unified CVP before the agent transfer. This ECC variable is not needed to
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Configure ECC Variable initiate a Post Call Survey call, but you can use it to control the feature when the Post Call Survey is configured using the Operations Console.
When the DN is mapped in the Operations Console for Post Call Survey, the call automatically transfers to the configured Post Call Survey DN.
Complete the following procedure to enable or disable the Post Call Survey:
Procedure
Step 1
Step 2
Step 3
Step 4
On the Unified CCE Administration Workstation, using configuration manager, select the Expanded Call
Variable List tool .
Create a new ECC Variable with Name:user.microapp.isPostCallSurvey
.
Set Maximum Length to 1.
Select the Enabled check box then click Save .
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9
Precision Queue
•
•
Capabilities
Precision Queues
Precision routing offers a multidimensional alternative to skill group routing: using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent who best matches the caller's precise needs. Precision queues are the key components of precision routing.
To configure Precision Routing, you must do the following:
1.
Create attributes. Attributes are characteristics that can be assigned a True | False value or a Proficiency rating from 1 to 10.
2.
Assign attributes to agents.
3.
Create precision queues.
4.
Create routing scripts.
There is no need to add an agent to a precision queue; agents become members of precision queues automatically based on their attributes. If a precision queue requires an agent who lives in Boston, who speaks fluent Spanish, and who is proficient in troubleshooting a specific piece of equipment, an agent with the attributes Boston =
True , Spanish = True , and Repair = 10 is automatically part of the precision queue. A Spanish caller in Boston who needs help with equipment is routed to that agent.
A precision queue includes:
• Terms: A term compares an attribute against a value. For example, you can create the following term:
Spanish == 10. The term of the attribute is the highest proficiency in Spanish.
Each precision queue can have multiple attributes, and these attributes can be used in multiple terms.
For example, to select an agent with a Spanish proficiency value between 5 and 10, you would create one term for Spanish > 5 and another for Spanish < 10.
• Expressions: An expression is a collection of one or more terms. The terms in an expression must share the same operator—they must all be AND or must all be OR relationships.
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Skill Groups or Precision Queues?
• Steps: A precision queue step is a time-based routing point within the precision queue. A step is a collection of one or more expressions.
A step may also include wait time and a Consider If formula. Use wait time to assign a maximum amount of time to wait for an available agent. Use a Consider If formula to evaluate the step against predefined criteria, for example, another queue.
Administrators can see and manage attributes. Supervisors can configure attributes for their supervised agents on the Attributes tab of the Agents tool.
Skill Groups or Precision Queues?
Should you use skill groups or precision queues for the routing needs of your organization? This section distinguishes the two methods.
Use a Skill Group
A skill group represents a competency or responsibility. For example, it could be a predefined collection of traits, such as salespeople who are in charge of selling to England. The skill group could be called “English sales”. If you wanted to divide the agents in this group into two types of proficiencies (perhaps based on experience), you would need to set up two separate skill groups; for example, English Sales 1 and English
Sales 2. You would then associate an agent with one of them, based on the agent's proficiency. Do this by accessing the skill group and locating the agent that you want to add to it (or add that skill group to the agent).
To summarize, creating a skill group involves first building a concept of what combinations of traits you want for each agent, like English Sales 2.
Use a Precision Queue
In contrast to skill groups, a precision queue breaks down attribute definitions to form a collection of agents at an attribute level. The agents that match the attribute level of the precision queue become associated with that precision queue.
With precision queues, the preceding English sales example involves defining the attributes English and Sales, and associating agents that have those traits to them. The precision queue English Sales would dynamically
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Attributes map all those agents that had those traits to the precision queue. In addition, you can define more complex proficiency attributes to associate with those agents. This would allow you to build, in a single precision queue, multiple proficiency searches like English language proficiency 10 and sales proficiency 5.
To break down the precision queue example into skill groups, you would need to set up two separate skill groups: English language proficiency 10 and sales proficiency 5. With precision queues, you can refine agents by attributes. With skill groups, you define a skill group and then assign agents to it.
Decide on Skill Groups or a Precision Queue
Precision routing enhances and can replace traditional routing. Traditional routing looks at all of the skill groups to which an agent belongs and defines the hierarchy of skills to map business needs. However, traditional routing is restricted by its single-dimensional nature.
Precision routing provides multidimensional routing with simple configuration, scripting, and reporting.
Agents are represented through multiple attributes with proficiencies so that the capabilities of each agent are accurately exposed, bringing more value to the business.
If your routing needs are not too complex, consider using one or two skill groups. However, if you want to conduct a search involving as many as ten different proficiency levels in one easily managed queue, use precision queues.
Attributes
Attributes identify a call routing requirement, such as language, location, or agent expertise. You can create two types of attributes: Boolean or Proficiency.
When you create a precision queue, you identify which attributes are part of that queue and then implement the queue in a script. When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically associated with the precision queue.
You must take system limits into account when you assign attributes to agents, and satisfy both of the following conditions:
• A) an agent can have a maximum of 50 attributes and
• B) an agent can belong to a maximum total of 50 combined precision queues and skill groups
Failure to meet both of these conditions will result in an unsuccessful configuration operation.
For example, if a particular attribute is used in many precision queues, and that attribute is assigned to an agent, that agent belongs to all of those precision queues. It is therefore possible to exceed condition B by assigning just a few attributes to an agent, if those attributes are used in many precision queues.
It is therefore prudent to plan carefully and to keep system limits in mind when creating attributes and adding them to precision queues.
Navigate to Unified CCE Administration > Organization > Skills > Attributes to configure attributes.
Administrators can see and manage attributes. Supervisors can configure attributes for their supervised agents on the Attributes tab of the Agents tool.
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Precision Queue Call Flow Example
Precision Queue Call Flow Example
At a high level, consider a 5-step precision queue with a Consider If formula for Caller is Premium Member attached to the Step 1:
• Step 1 - Attribute: Skill > 8 - Consider If: Caller is Premium Member
• Step 2 - Attribute: Skill > 6
• Step 3 - Attribute: Skill > 4
• Step 4 - Attribute: Skill > 3
• Step 5 - Attribute: Skill >= 1
Caller John, who is not a premium customer, calls 1-800-repairs. John's call is routed to this precision queue.
• Since John is not a premium customer, he is immediately routed out of Step 1 (because of the Consider
If on Step 1) and into Step 2 where he waits for his call to be answered.
• After the Step 2 wait time has expired, John's call moves to Step 3 to wait for an agent.
• After the Step 3 wait time has expired, John's call moves to Step 4 to wait for an agent.
• When it arrives at Step 5, John's call will wait indefinitely for an available agent. This step cannot be avoided by any call because there is no routing logic past this.
The overarching idea is that customer will use each successive step to expand the pool of available agents.
Eventually, when you reach the "last" step (the step with the highest number), the call is waiting in a potentially very large pool of agents. With each extra step, the chances of the call being handled increase. This also puts the most valuable and skilled agents in the earlier precision queue steps. Calls come to them first before moving on the less appropriate agents in later steps.
Note When two or more agents have the same proficiently level for the attributes the PQ step leverages the Longest
Available Agent (LLA).
Scripts for Precision Queues
To implement Precision Routing in your contact center, you must create scripts.
You can create and use configured (static) and dynamic precision queue nodes in your scripts.
• Static precision queue nodes target a single, configured precision queue. When the script utilizes a single precision queue, use static precision queues.
• Dynamic precision queue nodes are used to target one or more previously configured precision queues.
Use dynamic precision queues when you want a single routing script for multiple precision queues (for example, when the overall call treatment does not vary from one precision queue to another). Dynamic precision queues can simplify and reduce the overall number of routing scripts in the system.
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Precision Queue Script Node
Use the Precision Queue script node to queue a call based on caller requirements until an agent with desired proficiency become available. This node contains multiple agent selection criteria which are separated into steps.
A single call can be queued on multiple precision queues. If an agent becomes available in one of the precision queues, the call is routed to that resource. You cannot reference multiple precision queues with a single
Precision Queue node. However, you can execute multiple Precision Queue nodes sequentially to achieve this.
The Precision Queue node includes a Priority field, which sets the initial queuing priority for the calls processed through this node versus other calls queued to the other targets using different nodes. The priority is expressed as an integer from 1 (top priority) to 10 (least priority). The default value is 5.
If more than one call is queued to a precision queue when an agent becomes available, the queued call with the lowest priority number is routed to the target first. For example, assume an agent in a precision queue becomes available and two calls are queued to that precision queue. If one call has priority 3 and the other has priority 5, the call with priority 3, the lower value, is routed to the precision queue while the other call continues to wait. If the priorities of the two calls are same, then the call queued first is routed first.
VRU (voice response unit) script instructions are not sent to the VRU. If a call enters the precision queue node and no resource is available, the call is queued to the precision queue and the node transfers the call to the default VRU, if the call is not already on a VRU. The script flow then exits immediately through the success branch. The script should then continue with a run external script node to instruct the VRU what to do while holding the call until an agent becomes available. Typically, this invokes a network VRU script that plays music-on-hold, possibly interrupted on a regular basis with an announcement. The script flow can also use other queuing nodes to queue the same call to other targets, for example, Queue to Skill Group and Queue to Agent.
Note Non-voice tasks can also be picked or pulled out of turn from queues, not necessarily based on the priority of the call. Such non-voice tasks that are picked or pulled by a specific agent, require a Pick/Pull node to be used in the ICM script. However, the agents belonging to other skill groups or precision queues can also pick tasks that may be queued in Skill Groups or Precision Queues other than their own. These are denoted by
Picked by another Skillgroup/PQ or Pulled by another Skillgroup/PQ monitor labels, when viewing the scripts in monitor mode.
Queuing Behavior of the Precision Queue Node
Precision queues internally are configured with one or more time-based steps, each with a configured wait time. After a call is queued, the first step begins and the timer starts. This occurs although the execution path of the script exited the success node and a new node may be targeted (for example, Run Ext. Script).
If the timer for the first step expires, control moves to the second step (assuming one exists), and so on. As long as the call remains in queue and there are steps left to execute, the call internally continues to move between steps regardless of the path the call takes after it leaves the precision queue node. If a call is queued to two or more precision queues, the call internally walks through the steps for each precision queue in parallel.
After the call reaches the last step on a precision queue, it remains queued on that step until the call is routed, abandoned, or ended.
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Dynamic Limits for Skill Groups and Precision Queues Per Agent
Dynamic Limits for Skill Groups and Precision Queues Per Agent
The number of skill groups and precision queues per agent significantly affects the following subcomponents of Unified CCE:
• Cisco Finesse servers
• Agent PGs
• Router
• Logger
Note We use queue as a common term for skill groups and precision queues.
To maintain the performance of your solution, periodically remove unused queues.
The Reference Designs set a standard limit for the average queues per agent on each PG. On a particular PG, some agents can have more queues than other agents. As long as the average across all the agents on the PG is within the limit, you can still have the maximum active agents on that PG.
For example, assume that you have three groups of agents on a PG in a 4000 Agent Reference Design:
• Group A has 500 agents with five queues each.
• Group B has 1000 agents with 15 queues each.
• Group C has 500 agents with 25 queues each.
These three groups average to 15 queues per agent, so you can have them all on a single PG under the standard limits.
You can also exceed that standard limit if you reduce the number of agents on each PG and on the whole system.
10
Note See the configuration tables in the configuration limits chapter for the standard limits.
The Cisco Finesse server does not display statistics for unused queues. So, the active queues affect the performance of the Cisco Finesse server more than the total configured queues.
The Cisco Finesse desktop updates queue (skill group) statistics at 10-second intervals. The Cisco Finesse
Desktop also supports a fixed number of queue statistics fields. You cannot change these fields.
This table shows the approximate reduction in the number of agents your solution can support with more queues per agent:
Table 6: Dynamic Agents and Queues Limits
Average Queues per
Agent
Maximum Agents per PG
2000
Maximum Agents for
2000 Agent
Reference Design
2000
Maximum Agents for
4000 Agent
Reference Design
4000
Maximum Agents for
12000 Agent
Reference Design
12000
Maximum Agents for
24000 Agent
Reference Design
24000
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Initial Setup
30
40
50
Average Queues per
Agent
15
20
Maximum Agents per PG
2000
1500
1000
750
600
Maximum Agents for
2000 Agent
Reference Design
Maximum Agents for
4000 Agent
Reference Design
Maximum Agents for
12000 Agent
Reference Design
Maximum Agents for
24000 Agent
Reference Design
2000
1500
1000
750
600
4000
3000
2000
1500
1200
1
You cannot have more than 4000 Agents on a Rogger deployment.
12000
9000
6000
4500
3600
16000
12000
8000
6000
4800
Unified CCE supports a maximum of 50 unique skill groups across all agents on a supervisor’s team, including the supervisor’s own skill groups. If this number is exceeded, all skill groups that are monitored by the supervisor still appear on the supervisor desktop. However, exceeding this number can cause performance issues and is not supported.
Note Each precision queue that you configure creates a skill group for each Agent PG and counts toward the supported number of skill groups per PG. The skill groups are created in the same Media Routing Domain as the precision queue.
Initial Setup
When you configure precision queues associated with a large number of agents, the system avoids potential overload conditions by updating the agent associations as system resources allow. Updates may take a few minutes. If you submit multiple configuration updates, the system has a threshold of five concurrent configuration updates, and will reject any updates that exceed the threshold.
Add Attributes
Procedure
Step 1
Step 2
Step 3
Navigate to Unified CCE Administration > Organization > Skills > Attributes .
In the List of Attributes window, click New .
Complete the following fields on the General tab:
Field
Name
Required yes
Description
Type a unique attribute name. For example, to create an attribute for mortgage insurance, type mortgage .
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Search for Agents
Field
Description
Type
Default
Step 4 Click Save .
Required no no no
Description
Enter a maximum of 255 characters to describe the attribute.
Select the type: Boolean or Proficiency.
Select the default (True or False for Boolean, or a number from 1 to 10 for Proficiency).
Search for Agents
The Search field in the Agents tool offers an advanced and flexible search.
Click the + icon at the far right of the Search field to open a popup window, where you can:
• Select to search for agents only, supervisors only, or both.
• Select to search for all agents or only ECE enabled agents.
• Enter a username, agent ID, first or last name, or description to search for that string.
• Enter one or more site names separated by spaces. (Site is an OR search.)
• Enter one or more peripheral set names separated by spaces (Peripheral Set is an OR search). The search is case-insensitive and does not support partial matches.
Note Search by department is available only when departments are configured.
Assign Attributes to Agents
Procedure
Step 1
Step 2
With the selected agent displayed, click the Attributes tab.
Complete the Attributes tab:
This tab shows the attributes associated with this agent and their current values.
Click Add to open a popup list of all attributes, showing the name and current default value for each.
a) Click the attributes you want to add for this agent.
b) Set the attribute value as appropriate for this agent.
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Add Precision Queue
Add Precision Queue
Procedure
Step 1
Step 2
Navigate to Unified CCE Administration > Organization > Skills > Precision Queues .
This opens a List of Precision Queues window showing all precision queues that are currently configured.
Click New to open the New Precision Queue window. Complete the fields.
Name
Description
Media Routing Domain
Required no no
Description
Enter up to 255 characters to describe the precision queue.
MRDs organize how requests for media are routed. The system routes calls to skill groups or precision queues that are associated with a particular communication medium; for example, voice or email. This field defaults to Cisco_Voice .
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Name
Service Level Type
Required yes
Service Level Threshold yes
Precision Queue
Description
Select the service level type used for reporting on your service level agreement.
Service level type indicates how calls that are abandoned before the service level threshold affect the service level calculation.
• Ignore Abandoned Calls (the default): Select this option if you want to exclude abandoned calls from the service level calculation.
• Abandoned Calls have
Negative Impact: Select this option if you want only those calls that are answered within the service level threshold time to be counted as treated calls. The service level is negatively affected by calls that abandon within the service level threshold time.
• Abandoned Calls have
Positive Impact: Select this option if you consider a call that is abandoned within the service level threshold time as a treated call. With this configuration, abandoned calls have a positive impact on the service level.
Enter the time in seconds that calls are to be answered based on your service level agreement, from 0 to
2,147,483,647.
The time that you enter in this field is used to report on service level agreements and does not affect how long a call remains in a precision queue. The length of time a call remains in a step is determined by the wait time for each individual step.
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Step 3
Step 4
Name
Agent Order
Required yes
Description
Select an option to determine which agents receive calls from this queue.
The ordering of agents does not dictate the agents who are selected into a Precision Queue step. Agents are included or excluded based on the conditions specified for the step.
• Longest Available Agent (the default): The default method of agent ordering for a precision queue. The call is delivered to the agent who has been in the available (or ready) state the longest.
• Most Skilled Agent: The call is delivered to the agent who has the highest competency sum from all the attributes pertinent to the Precision
Queue step. In an agent-rich environment, this can mean that more competent agents would be utilized more than less competent agents.
• Least Skilled Agent: The call is delivered to the agent who has the lowest competency sum from all the attributes pertinent to the Precision
Queue step.
Bucket Intervals no Select the bucket interval whose bounds are to be used to measure the time slot in which calls are answered.
The field defaults to the system default.
To select a different bucket interval:
Click the numbered Step Builder link (Step 1, Step 2, and so on) to build a precision queue step in the Step
Builder popup window.
When you have finished adding, click Save .
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Consider If Formula for Precision Queue
Consider If Formula for Precision Queue
If you are not on the last step of the precision queue, then you can enter a Consider If formula for that step.
A Consider If formula evaluates a call (within a step) against additional criteria. Each time a call reaches a step with a Consider If expression, the expression is evaluated. If the value for the expression returns as true, the call is considered for the step. If the value returns as false, the call moves to the next step. If no expression is provided for a step, the step is always considered for calls.
To add a Consider If formula, type the formula into the Consider If box. Alternatively, you can use the Script
Editor to build the formula and then copy and paste it into the Consider If box. Objects used in Consider If formulas are case-sensitive. All Consider If formulas that you add to a precision queue must be valid. If you add an invalid formula, you cannot save the precision queue. To ensure that the formula is valid, use Script
Editor to build and validate the formula.
Only the following scripting objects are valid in a Consider If formula:
• Call
• PQ
• Skillgroup
• ECC
• PQ Step
• Call Type
• Custom Functions (You can create custom functions in Script Editor.)
It is possible that a valid Consider If formula can become invalid. For example, if you delete an object used in the formula after you create or update the precision queue, the formula is no longer valid.
Consider If Formula Examples
• PQ.PQ1.LoggedOn > 1 --Evaluates whether there is more than one agent logged in to this queue.
• CallType.CallType1.CallsRoutedToday > 100 --Evaluates whether more than 100 calls of this call type were routed today.
• PQStep.PQ1.1.RouterAgentsLoggedIn > 1 --Evaluates whether there is more than one router agent logged in to this queue for Step 1.
• CustomFunction(Call.PeripheralVariable1) > 10 --Evaluates whether this formula using a custom function returns a value greater than 10.
Build Precision Queue Steps
Every precision queue must have a step, and every step must have an Expression. An Expression is a collection of attribute terms.
Procedure
Step 1 Click the numbered step link in the Steps panel (Step 1, Step 2, and so on).
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Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
The step number popup window opens.
Build the first step as follows.
a) Click the magnifying glass icon to the right of the Select Attribute field in the Expression 1 panel.
b) Select an attribute from the list.
c) Use the two Select fields to establish the terms of the attribute. Click the first Select field to choose an operator.
• For Boolean attributes, choices are the operators for Equal and Not Equal.
• For Proficiency attributes, choices are the operators for True, False, Less Than, Less Than or Equal
To, Greater Than, and Greater Than or Equal To.
d) Click the second Select field to choose a value.
• For Boolean attributes, values are True and False.
• For Proficiency attributes, values are numbers from 1 to 10.
Your selection creates an attribute term for the Expression.
To add a second attribute to the first Expression, click Add Attribute in the Expression 1 row.
a) Select AND or OR to establish the relationship between the first and second attributes.
b) Repeat steps 2b, 2c, and 2d.
Continue to add attributes to Expression 1.
All attributes within an expression must be joined by the same logical operator. They must all be ANDs, or they must all be ORs.
To add a second Expression, click the Add Attribute drop-down in the Expression 1 row and select Add
Expression .
Select AND or OR to establish the relationship between the first and second Expressions.
Add attributes to Expression 2.
Continue to add Expressions as needed.
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Configure a Static Precision Queue
Step 9
Step 10
Step 11
In this example, a Spanish caller located in the Boston area needs an onsite visit from a technician to repair his ServerXYZ. An ideal agent should be fluent in Spanish and have the highest proficiency in ServerXYZ.
This can be seen in Expression 1. Expression 2 allows us to specify that the selected agent must also be from either Boston or the New England area.
When you have completed the step, click OK to add it to the precision queue.
To build the next step, click Add Step .
Each successive step is prepopulated with the Expressions and attributes of its predecessor. Decrease the attribute qualifications and competencies in successive steps to lower the bar such that the pool of acceptable agents increases.
When you have created all steps, you can open any step except the last and enter values in the Consider if and Wait for fields.
• Consider if is a formula that evaluates a call within a step against additional criteria. (See
Formula for Precision Queue, on page 126
for more information about Consider If.)
• Wait for is a value in seconds to wait for an available agent. A call will queue at a particular step and wait for an available agent matching that step criteria until the number of seconds specified. A blank wait time indicates that the call will proceed immediately to the next step if no available agents match the step criteria. Wait time defaults to 0 and can take a value up to 2147483647.
Configure a Static Precision Queue
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the Precision Queue Properties dialog box, select the Statically option.
From the list, select a precision queue to which to route all calls that enter this node.
In the Priority selection box, select the initial queuing priority for calls processed through this node. You can select from 1 - 10. The default is 5.
Check the Enable target requery check box to enable the requery feature for calls processed through this node.
Check the Wait if Agents Not Logged In check box.
If this check box is selected and the agents associated with this step are not logged in, then the router waits for the time that is configured for that step. Whereas, if this check box is not selected, the router does not wait on any step.
Note The router waits indefinitely on the last step, irrespective of the selection of this check box.
To edit a precision queue, select a precision queue from the list, and then click Edit Precision Queue .
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Configure a Dynamic Precision Queue
Configure a Dynamic Precision Queue
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the Precision Queue Properties dialog box, select the Dynamically option.
In the Priority selection section, select the initial queuing priority for calls processed through this node. You can select from 1 - 10. The default is 5.
Check the Enable target requery check box to enable the requery feature for calls processed through this node.
Check the Wait if Agents Not Logged In check box.
If this check box is selected and the agents associated with this step are not logged in, then the router waits for the time that is configured for that step. Whereas, if this check box is not selected, the router does not wait on any step.
Note The router waits indefinitely on the last step, irrespective of the selection of this check box.
Select a queue option:
• To dynamically route calls that enter this node to a precision queue name, select the Precision Queue
Name option.
• To dynamically route calls that enter this node to a precision queue ID, select the Precision Queue ID option.
Click Formula Editor to create a formula that determines the precision queue name or ID to which to route calls.
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C H A P T E R
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Single Sign-On
•
•
Single Sign-On Configuration Flow, on page 133
•
Configure an Identity Provider (IdP), on page 134
•
Set the Principal AW for Single Sign On, on page 141
•
Set Up the System Inventory for Single Sign-On, on page 141
•
Configure the Cisco Identity Service, on page 142
•
Register Components and Set Single Sign-On Mode, on page 145
•
Hostname or IP Address Change, on page 146
•
Single Sign-On and the Agent Tool, on page 146
•
Migration Considerations Before Enabling Single Sign-On, on page 147
•
Migrate Agents and Supervisors to Single Sign-On Accounts, on page 148
•
Allowed Operations by Node Type, on page 150
•
Configure SAML Certificate Secure Hash Algorithm from SHA-1 to SHA-256, on page 150
•
Single Sign-On Log Out , on page 151
Single Sign-On
Single sign-on (SSO) is an authentication and authorization process. (Authentication proves that you are the user you say that you are, and authorization verifies that you are allowed to do what you want to do.) SSO allows you to sign in to one application and then securely access other authorized applications without a prompt to resupply user credentials. SSO permits Cisco supervisors or agents to sign on only once with a username and password. Supervisors and agents gain access to all of their Cisco browser-based applications and services within a single browser instance. By using SSO, Cisco administrators can manage all users from a common user directory and enforce password policies for all users consistently.
Note Before enabling SSO in Unified CCE, ensure to sign in to the Cisco Unified Intelligence Center OAMP interface and perform the Unified CCE User Integration operation (Cluster Configuration > UCCE User
Integration) once manually to import the Supervisors with the required roles.
SSO is an optional feature whose implementation requires you to enable the HTTPS protocol across the enterprise solution.
You can implement single sign-on in one of these modes:
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• SSO - Enable all agents and supervisors in the deployment for SSO.
• Hybrid - Enable agents and supervisors selectively in the deployment for SSO. Hybrid mode allows you to phase in the migration of agents from a non-SSO deployment to an SSO deployment and enable SSO for local PGs. Hybrid mode is useful if you have third-party applications that don't support SSO, and some agents and supervisors must be SSO-disabled to sign in to those applications.
• Non-SSO - Continue to use existing Active Directory-based and local authentication, without SSO.
SSO uses Security Assertion Markup Language (SAML) to exchange authentication and authorization details between an identity provider (IdP) and an identity service (IdS). The IdP authenticates based on user credentials, and the IdS provides authorization between the IdP and applications. The IdP issues SAML assertions, which are packages of security information transferred from the IdP to the service provider for user authentication.
Each assertion is an XML document that contains trusted statements about a subject including, for example, username and privileges. SAML assertions are digitally signed to ensure their authenticity.
The IdS generates an authentication request (also known as a SAML request) and directs it to the IdP. SAML does not specify the method of authentication at the IdP. It may use a username and password or other form of authentication, including multi-factor authentication. A directory service such as LDAP or AD that allows you to sign in with a username and a password is a typical source of authentication tokens at an IdP.
Prerequisites
The Identity Provider must support Security Assertion Markup Language (SAML) 2.0. See the Compatibility
Matrix for your solution at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-device-support-tables-list.html
for details.
Contact Center Enterprise Reference Design Support for Single Sign-On
Unified CCE supports single sign-on for these reference designs:
• 2000 Agents
• 4000 Agents
• 12000 Agents
• 24000 Agents
• Contact Director (Maximum of 24000 agents, Each target system must include a dedicated Cisco IdS deployment.)
Coresidency of Cisco Identity Service by Reference Design
Reference Design
2000 Agent
4000 Agent
12000 Agent
24000 Agent
Unified CCE
Cisco IdS is coresident with Unified Intelligence Center and Live Data on a single
VM.
Standalone Cisco IdS VM
Standalone Cisco IdS VM
Standalone Cisco IdS VM
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Single Sign-On Support and Limitations
Note the following points that are related to SSO support:
• To support SSO, enable the HTTPS protocol across the enterprise solution.
• SSO supports agents and supervisors only. SSO support is not available for administrators in this release.
• SSO supports multiple domains with federated trusts.
• SSO supports only contact center enterprise peripherals.
• SSO support is available for Agents and Supervisors that are registered to remote or main site PG in global deployments.
Note the following limitations that are related to SSO support:
• SSO support is not available for third-party Automatic Call Distributors (ACDs).
• The SSO feature does not support Cisco Finesse IP Phone Agent (FIPPA).
• The SSO feature does not support Cisco Finesse Desktop Chat.
• In Hybrid mode,
• When an agent in SSO mode tries to log in to CUIC, and if the agent does not exist in CUIC, the agent cannot log in to CUIC.
• When a Supervisor in SSO mode tries to log in to CUIC, and if the Supervisor user does not exist in CUIC, the Supervisor cannot log in to CUIC. For the Supervisor to log in to CUIC, perform
Unified CCE User Integration. For more information on Unified CCE User Integration, see
Administration Console User Guide for Cisco Unified Intelligence Center at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html
.
Single Sign-On Configuration Flow
Note Synchronize the time in Cisco IdS and IdP for SSO to work effectively. It is recommended that the Cisco IdS and IdP are time-synchronized using NTP Server.
Note It is recommended that the Administrator configures SSO from the IdS publisher node.
1.
Install the appropriate release of the CCE solution. For more information, see Cisco Unified Contact
Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html
2.
Install the Cisco Identity Service (Cisco IdS). For more information, see Cisco Unified Contact Center
Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-installation-guides-list.html
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3.
Configure an Identity Provider (IdP).
4.
Configure System Inventory.
5.
Configure the Cisco IdS.
6.
Register and test SSO-compatible components with the Cisco IdS.
7.
Choose the SSO mode.
8.
Enable multiple users at once for SSO by using the SSO migration tool, or enable users one at time by using the configuration tools.
Related Topics
Configure the Cisco Identity Service
, on page 142
Configure an Identity Provider (IdP)
, on page 134
Migrate Agents and Supervisors to Single Sign-On Accounts
, on page 148
Register Components and Set Single Sign-On Mode
, on page 145
Configure an Identity Provider (IdP)
To support SSO for the contact center solution, configure an Identity Provider (IdP) that is compliant with the Security Assertion Markup Language 2.0 (SAML v2) Oasis standard. The IdP stores user profiles and provides authentication services to the contact center solution.
This section provides sample configuration information for Microsoft AD FS.
Follow this sequence of tasks to configure the Identity Provider.
Sequence
1
2
Task
Install and Configure Active Directory Federation Services, on page 134
Set Authentication Type. See
Authentication Types, on page 135 .
4
5
Enable Signed SAML Assertions, on page 138
Optionally Customize the AD FS Sign-In Page in Windows Server to Allow User ID, on page 140
Install and Configure Active Directory Federation Services
Follow Microsoft instructions and guidelines to install Microsoft Active Directory Federation Services (AD
FS).
For example, see Active Directory Federation Services Overview at https://technet.microsoft.com/en-us/library/ hh831502(v=ws.11).aspx
• For AD FS in Windows Server, see AD FS Technical Reference at https://docs.microsoft.com/en-us/ windows-server/identity/active-directory-federation-services .
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Authentication Types
Note SSO for Unified CCE supports IdPs other than MS, and AD FS. For the list of supported IdPs see the
Compatibility matrix https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-device-support-tables-list.html
Note Cisco IdS does not support AD FS Automatic Certificate Rollover. If the AD FS certificate gets rolled over, then re-establish the trust relationship between the IdS and AD FS.
Authentication Types
Cisco Identity Service supports form-based authentication and Kerberos windows authentication of the Identity
Provider.
For information on enabling form-based authentication in ADFS, see Microsoft documentation:
• For ADFS 3.0 see https://blogs.msdn.microsoft.com/josrod/2014/10/15/ enabled-forms-based-authentication-in-adfs-3-0/
For Kerberos authentication to work, ensure to disable the form-based authentication and follow the steps provided in the section Kerberos Authentication (Integrated Windows Authentication) at https://www.cisco.com/ c/en/us/support/docs/customer-collaboration/unified-contact-center-express/
200612-Configure-the-Identity-Provider-for-UCCX.html#anc19 .
Integrate Cisco IdS to the Shared Management AD FS 3.0
Procedure
Step 1
Step 2
Step 3
Set the authentication type. For forms-based authentication, in AD FS Management under Authentication
Policies , ensure that the Authentication Methods for Intranet is set to Forms Authentication .
Download the SAML SP Metadata file, sp.xml
, from the Cisco IdS publisher primary node.
a.
Open Identity Service Management by doing either of the following:
• Open the Identity Service Management window: https://<Cisco IdS server address>:8553/idsadmin .
• In Unified CCE Administration, navigate to Features > Single Sign-On and click Identity Service
Management .
b.
On the Settings > IdS Trust tab, download the SAML SP Metadata file, sp.xml
.
Note Ensure that browser security allows you to download files from this site.
Click Settings in the left pane.
By default IdS Trust tab is displayed. The configured SP Entity IDs are listed.
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Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Step 15
Step 16
Step 17
Step 18
Download the Identity Provider Metadata file, federationmetadata.xml, from the IdP. For example, a.
For AD FS, download the Identity Provider Metadata file from the IdP at the location: https://<ADFSServer
FQDN>/federationmetadata/2007-06/federationmetadata.xml
.
b.
On the Identity Service Management page, upload the IdP Metadata file that was downloaded in the previous step.
Note Cisco IdS supports SAML self-signed certificates for authorization and authentication.
In AD FS server, open AD FS Management .
Right-click AD FS -> Trust Relationships -> Relying Party Trust .
From the menu, choose Add Relying Party Trust to launch the Add Relying Party Trust Wizard and click
Start .
In the Select Data Source step, choose the option Import data about the relying party from a file .
Browse to the sp.xml
file that you downloaded from Cisco Identity Server and complete the import to establish the relying party trust, and click Next .
In the Specify Display Name window, and add a significant name you can use to identify the Relying Party
Trust.
In AD FS on Windows Server, in the Step Configure Multi-factor Authentication Now , select the option
I do not want to configure multi-factor authentication settings for the relying party at this time.
In the Choose Issuance Authorization Rules window, select the option Permit all users to access this relying party and click Next .
Click Next again to finish adding the relying party.
Right-click the Relying Party Trust and click Properties . Select the Identifiers tab.
On the Identifiers tab, set Display name to the name you specified when creating the Relying Party Trust, and set the Relying party identifier to the fully qualified hostname of the Cisco Identity Server from which sp.xml
was downloaded.
Uncheck the Open Edit Claim Rules check box and close the wizard.
Right-click the Relying Party Trust and click Properties .
On the Advanced tab, select secure hash algorithm as SHA-256 and then click OK . For more information, see
Configure SAML Certificate Secure Hash Algorithm from SHA-1 to SHA-256, on page 150
.
Note In the following steps, you configure two claim rules to specify the claims that are sent from AD
FS to Cisco Identity Service as part of a successful SAML assertion:
• A custom NameID claim rule with the following custom claims, as AttributeStatements, in the assertion:
• uid - Identifies the authenticated user in the claim sent to the applications.
• user_principal - Identifies the authentication realm of the user in the assertion sent to
Cisco Identity Service.
• A second claim rule which is a custom claim rule specifying the fully qualified domain name of the AD FS server and the Cisco IdS server.
Follow the steps to configure these rules.
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Step 19
Step 20
Step 21
In Relying Party Trusts , right-click the Relying Party Trust you created, and click Edit Claim Rules .
Follow these steps to add a rule with Send LDAP Attributes as Claims as the Claim rule template.
a) In the Issuance Transform Rules tab, click Add Rule .
b) In the Step Choose Rule Type , select the claim rule template Send LDAP Attributes as Claims and click Next .
c) In the Configure Claim Rule step, in the Claim rule name field, enter NameID .
d) Set the Attribute store drop-down to Active Directory .
e) Set the table Mapping of LDAP attributes to outgoing claim types to the appropriate LDAP Attributes and the corresponding Outgoing Claim Type for the type of user identifier you are using:
• When the identifier is stored as a SAM-Account-Name attribute:
1.
Select an LDAP Attribute of SAM-Account-Name , and set the corresponding Outgoing Claim
Type to uid (lowercase).
2.
Select a second LDAP Attribute of User-Principal-Name and set the corresponding Outgoing
Claim Type to user_principal (lowercase).
• When the identifier is a UPN:
1.
Select an LDAP Attribute of User-Principal-Name , and set the corresponding Outgoing Claim
Type to uid (lowercase).
2.
Select a second LDAP Attribute of User-Principal-Name and set the corresponding Outgoing
Claim Type to user_principal (lowercase).
Note The SAM-Account-Name or UPN choice is based on the User ID configured in the AW.
Follow these steps to add a second rule with the template custom claim rule .
a) Select Add Rule on the Edit Claim Rules window.
b) Select Send Claims Using Custom Rule .
c) Set the name of rule to the fully qualified domain name (FQDN) of the Cisco Identity Server publisher
(primary) node.
d) Add the following rule text: c:[Type == "http://schemas.microsoft.com/ws/2008/06/identity/claims/windowsaccountname"]
=> issue(Type = "http://schemas.xmlsoap.org/ws/2005/05/identity/claims/nameidentifier",
Issuer = c.Issuer, OriginalIssuer = c.OriginalIssuer, Value = c.Value, ValueType = c.ValueType,
Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/format"] =
"urn:oasis:names:tc:SAML:2.0:nameid-format:transient",
Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/namequalifier"]
=
"http:// <AD FS Server FQDN> /adfs/services/trust",
Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/spnamequalifier"]
=
" <fully qualified domain name of Cisco IdS> "); e) Edit the script as follows:
• Replace <ADFS Server FQDN> to match exactly (including case) the ADFS server FQDN (fully qualified domain name.)
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• Replace <fullyqualifieddomainnameof CiscoIdS> > to match exactly (including case) the Cisco
Identity Server FQDN.
Click OK .
Enable Signed SAML Assertions
Enable Signed SAML Assertions for the Relying Party Trust (Cisco Identity Service).
Procedure
Step 4
Step 5
Step 6
Step 7
Step 8
Step 1
Step 2
Step 3
Click Start and type powershell in the Search field to display the Windows Powershell icon.
Right-click on the Windows Powershell program icon and select Run as administrator
Note All PowerShell commands in this procedure must be run in Administrator mode.
Run the command, Set-ADFSRelyingPartyTrust -TargetName <Relying Party Trust Display Name>
-SamlResponseSignature "MessageAndAssertion" .
Note Set <Relying Party Trust Display Name> to exactly match (including case) the Identifier tab of the
Relying Party Trust properties.
For example:
Set-ADFSRelyingPartyTrust -TargetName CUICPub.PCCERCDN.cisco.com
-SamlResponseSignature "MessageAndAssertion".
Navigate back to the Cisco Identity Service Management window.
Click Settings .
By default IdS Trust tab is displayed.
On the Download SAML SP Metadata and Upload IdP Metadata windows, click Next as you have already established trust relationship between IdP and IdS.
On the AD FS authentication window, provide the login credentials.
On successful SSO setup, the message "SSO Configuration is tested successfully" is displayed.
Note If you receive the error message "An error occurred", ensure that the claim you created on the AD
FS is enabled.
If you receive the error message "IdP configuration error: SAML processing failed", ensure that the rule has the correct names for Ids and AD FS.
Multi-Domain Configuration for Federated ADFS
In Multi-Domain Federation in ADFS, an ADFS in one domain provides federated SAML authentication for users in other configured domains. In such cases, additional configuration is required:
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• Primary ADFS Configuration that refers to the ADFS to be used in IdS.
• Federated ADFS Configuration that refers to the ADFS, whose users can log in via IdS, thus is the primary
ADFS.
Federated ADFS Configuration
In each federated ADFS, create the relying party trust for primary ADFS and the claim rules configured.
Primary ADFS Configuration
Before you begin
In the Claim Provider Trust, ensure that the Pass through or Filter an Incoming Claim rules are configured with pass through all claim values as the option
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Name ID
Choose Name ID from Incoming Claim Type drop box
Choose Transient as the option for Incoming NameID format uid: This is a custom claim. Enter the value uid in the Incoming Claim Type drop box.
user_principal: This is a custom claim. Type the value user_principal in the Incoming Claim Type drop box.
In the relying party trust for IdS, add Pass though or Filter an Incoming Claim rules with pass through all claim values as the option.
NameIDFromSubdomain
Choose Name ID from Incoming Claim Type drop box
Choose Transient as the option for Incoming NameID format uid: This is a custom claim. Type the value uid in the Incoming Claim Type drop box user_principal: This is a custom claim. Type the value user_principal in the Incoming Claim Type drop box
Kerberos Authentication (Integrated Windows Authentication)
Before you begin
The CCE solution supports Kerberos authentication starting Release 11.6 onwards. For more information, see the section Kerberos Authentication (Integrated Windows Authentication) in https://www.cisco.com/ c/en/us/support/docs/customer-collaboration/unified-contact-center-express/
200612-Configure-the-Identity-Provider-for-UCCX.html#anc18
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Optionally Customize the AD FS Sign-In Page in Windows Server to Allow
User ID
By default, the sign-in page presented to SSO users by AD FS in Windows Server requires a username that is a UPN. Usually this is an email format, for example, [email protected]. If your contact center solution is in a single domain, you can modify the sign-in page to allow your users to provide a simple User ID that does not include a domain name as part of the user name.
There are several methods you can use to customize the AD FS sign-in page. Look in the Microsoft AD FS in Windows Server documentation for details and procedures to configure alternate login IDs and customize the AD FS sign-in pages.
The following procedure is an example of one solution.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the AD FS Relying Party Trust , change the NameID claim rule to map the chosen LDAP attribute to uid .
Click the Windows Start control and type powershell in the Search field to display the Windows Powershell icon.
Right-click on the Windows Powershell program icon and select Run as administrator
All PowerShell commands in this procedure must be run in Administrator mode.
To allow sign-ins to AD FS using the sAMAccountName, run the following Powershell command:
Set-AdfsClaimsProviderTrust -TargetIdentifier "AD AUTHORITY" -AlternateLoginID sAMAccountName
-LookupForests myDomain.com
In the LookupForests parameter, replace myDomain.com
with the forest DNS that your users belong to.
Run the following commands to export a theme: mkdir C:\themeExport-AdfsWebTheme –Name default –DirectoryPath c:\theme
Edit onload.js
in
C:\theme\script and add the following code at the bottom of the file. This code changes the theme so that the AD FS sign-in page does not require a domain name or an ampersand, "@", in the username.
// Update the placeholder text to not include the domain var userNameInput = document.getElementById("userNameInput"); if (userNameInput) { userNameInput.setAttribute("placeholder", "Username");
}
// Override submitLoginRequest to not have the "@" check
Login.submitLoginRequest = function () { var u = new InputUtil(); var e = new LoginErrors(); var userName = document.getElementById(Login.userNameInput); var password = document.getElementById(Login.passwordInput); if (!userName.value) { u.setError(userName, e.userNameFormatError); return false;
} if (!password.value) { u.setError(password, e.passwordEmpty); return false;
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Step 7
} document.forms['loginForm'].submit(); return false;
};
In Windows PowerShell, run the following commands to update the theme and make it active:
Set-AdfsWebTheme -TargetName custom -AdditionalFileResource
@{Uri=’/adfs/portal/script/onload.js’;path="c:\theme\script\onload.js"}
Set-AdfsWebConfig -ActiveThemeName custom
Set the Principal AW for Single Sign On
Note This procedure is applicable only for Packaged CCE 4K or 12K agent reference design.
During deployment, the first SideA AW machine in the CSV file is the principal AW .
After deployment, you can change the Principal AW by selecting a different AW on the Inventory page. Set the AW on which you make most of your configuration changes as the Principal AW.
Procedure
Step 1
Step 2
In Unified CCE Administration, choose Inventory to open the Inventory page.
Set the Principal AW: a) Click the AW that you want to be the Principal AW.
Note You can only specify one Principal AW for each Unified CCE system.
The Edit CCE AW window opens.
b) Check the PrincipalAW check box.
c) Enter the Unified CCE Diagnostic Framework Service domain, username, and password.
d) Click Save .
Set Up the System Inventory for Single Sign-On
Packaged CCE deployment automatically associates the Unified CCE AW, Unified Intelligence Center, and
Finesse with a default Cisco Identity Service (Cisco IdS). However, if you have an external HDS in your deployment, you must manually associate it with a default Cisco IdS.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CCE Administration , click Infrastructure > Inventory to open the Inventory page.
Click the pencil icon for the External HDS to open the edit machine popup window.
Click the Search icon next to Default Identity Service .
The Select Identity Service popup window opens.
Enter the machine name for the Cisco IdS in the Search field or choose the Cisco IdS from the list.
Click Save .
Note If you are working with a Cisco IdS cluster, perform these steps on the Cisco IdS primary publisher node. For CCE 4000, 12000, and 24000 Agents deployment, ensure that the Principal AW is configured and functional before using the Single Sign-On tool in Unified CCE Administration.
Also, add the SSO-capable machines to the Inventory, and select the default Cisco IdS for each of the SSO-capable machines.
Configure the Cisco Identity Service
The Cisco Identity Service (Cisco IdS) provides authorization between the Identity Provider (IdP) and applications.
When you configure the Cisco IdS, you set up a metadata exchange between the Cisco IdS and the IdP. This exchange establishes a trust relationship that then allows applications to use the Cisco IdS for single sign-on.
You establish the trust relationship by downloading a metadata file from the Cisco IdS and uploading it to the IdP. You can then select settings that are related to security, identify clients of the Cisco IdS service, and set log levels. If desired, enable Syslog format.
Step 1
Step 2
Step 3
Step 4
Note If you are working with a Cisco IdS cluster, perform these steps on the Cisco IdS primary publisher node.
Procedure
In the Unified CCE Administration, choose Overview > Infrastructure Settings > Device Configuration .
Note Use a log in name in the format username@FQDN to log in to the Unified CCE Administration.
The Identity Service Nodes , Identity Service Settings , and Identity Service Clients tabs appear.
Click Identity Service Nodes .
You can view the overall Node level and identify which nodes are in service. You can also view the SAML
Certificate Expiry details for each node, indicating when the certificate is due to expire. The node Status options are Not Configured , In Service , Partial Service , and Out of Service . Click a status to see more information. The star to the right of one of the Node names identifies the node that is the primary publisher.
Click Identity Service Settings .
Click Security .
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Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Click Tokens .
Enter the duration for the following settings:
• Refresh Token Expiry -- Refresh token is used to get new Access tokens. This parameter specifies the duration after which the Refresh token expires. The default value is 10 hours. The minimum value is 2 hours. The maximum is 24 hours.
• Authorization Code Expiry -- Authorization code is used to get Access tokens from Cisco IdS. This parameter specifies the duration after which the Authorization code expires. The default value is 1 minute, which is also the minimum. The maximum is 10 minutes.
• Access Token Expiry -- Access token contains security credentials used to authorize clients for accessing resource server. This parameter specifies the duration after which the Access token expires. The default value is 60 minutes. The minimum value is 5 minutes. The maximum is 120 minutes.
Set the Encrypt Token (optional); the default setting is On . Use this configuration to secure the tokens as
Cisco IdS issues tokens in both plain text or encrypted formats.
Click Save .
Click Keys and Certificates .
The Generate Keys and SAML Certificate page opens and allows you to:
• Regenerate the Encryption/Signature key by clicking Regenerate . A message appears to say that the
Token Registration is successful and advises you to restart the system to complete the configuration. An
Administrator regenerates the Encryption/Signature key when it is exposed or compromised.
• Regenerate the SAML Certificate by clicking Regenerate . A message appears to say that the SAML certificate regeneration is successful. SAML certificate is regenerated when it expires or when IdS relying party trust configuration on IdP is deleted.
Note Establish the trust relationship again whenever the Encryption keys or SAML certificates are regenerated.
Click Save .
Click Identity Service Clients .
On the Identity Service Clients tab, you can view the existing Cisco IdS clients, with the client name, client
ID, and a redirect URL. To search for a particular client, click the Search icon above the list of names and type the name of client.
To add a client on the Identity Service Clients tab: a) Click New .
b) Enter the name of client.
c) Enter the Redirect URL. To add more than one URL, click the plus icon.
d) Click Add (or click Clear and then click the X to close the page without adding the client).
To edit or delete a client, highlight the client row and click the ellipses under Actions . Then:
• Click Edit to edit the client's name, ID, or redirect URL. On the Edit Client page, make changes and click Save (or click Clear and then click the X to close the page without saving edits).
• Click Delete to delete the client.
Click Identity Service Settings .
Click Troubleshooting to perform some optional troubleshooting.
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Step 15
Step 16
Step 17
From the Log Level drop-down list, set the local log level by choosing Error , Warning , Info (the default),
Debug , or Trace .
To receive errors in Syslog format, enter the name of the Remote Syslog Server in the Host (Optional) field.
Click Save .
You can now:
• Register components with the Cisco IdS.
• Enable (or disable) SSO for the entire deployment.
Note If SSO is enabled in the deployment, then import all the IdS server nodes certificate into Cisco Finesse, CUIC, and LiveData component trust store.
Install Certification Authority (CA) Certificate
To eliminate browser security warnings each time you sign in, obtain an application and root certificate signed by a CA. To obtain the application and a root certificate, use the Certificate Management utility from Cisco
Unified Operating System Administration.
To open Cisco Unified Operating System Administration in your browser, enter: https://fqdn of IdS server:8443/cmplatform.
Sign in using the username and password for the Application User account created during IdS installation.
If you want to install CA signed certificates for IdS instead of out of the box self-signed certificates, you need to install the certificates on both the Cisco IdS nodes.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Log in to Cisco Unified Operating System Administration.
Navigate to Security > Certificate Management and then click Find to list all the certificates. The Certificate
List page is displayed.
Click Generate CSR . The Generate Certificate Signing Request window is displayed.
Select tomcat from the Certificate Purpose list. By default, tomcat is selected.
Ensure that the default values are retained in the Distribution , Common Name , Parent Domain , Key Type ,
Key Length , and Hash Algorithm fields.
Click Generate to generate the CSR.
Click Close . The Certificate List page is displayed.
Click Download CSR . The Download Certificate Signing Request window is displayed.
Select tomcat from the Certificate Purpose list and click Download CSR .
Use the downloaded CSR and share it with the certificate authority to obtain the public certificate.
Log in to Cisco Unified Operating System Administration again and navigate to Security > Certificate
Management , and then click Find to list all the certificates. The Certificate List page is displayed.
Click Upload Certificate/Certificate chain . The Upload Certificate/Certificate chain window is displayed.
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Step 13
Step 14
Step 15
Step 16
Step 17
Step 18
Step 19
Select tomcat from the Certificate Purpose list.
Click the Choose File button and navigate to select the certificate chain that includes the certificated obtained from the certiciate authority and then click Open .
Click Upload to upload the certificate.
Click Close . The Certificate List page is displayed.
After successfully uploading the certificate, navigate to Security > Certificate Management .
Click Find to open the list of certificates. The Certificate List page is displayed. Verify that the uploaded certificates are listed.
Restart the nodes using the CLI command utils system restart .
Note • To avoid the certificate exception warning, you must access the servers using the Fully Qualified Domain
Name (FQDN). Ensure that the Distribution field in the CSR is the FQDN of the server
• Ensure that the Certificate Authority (CA) certificate is RSA-signed.
Register Components and Set Single Sign-On Mode
If you add any SSO-compatible machines to the System Inventory after you register components with the
Cisco IdS, those machines are registered automatically.
Before you begin
• Configure the Cisco Identity Service (Cisco IdS).
• Disable popup blockers. It enables viewing all test results correctly.
Procedure
Step 1
Step 2
Step 3
In the Unified CCE Administration, navigate to Features > Single Sign-On .
Click the Register button to register all SSO-compatible components with the Cisco IdS.
The component status table displays the registration status of each component.
If a component fails to register, correct the error and click Retry .
Click the Test button. When the new browser tab opens, you may be prompted to accept a certificate. In order for the page to load, accept any certificates. Then, when presented with a log in dialog, log in as a user with
SSO credentials.
The test process verifies that each component has been configured correctly to reach the Identity Provider, and that the Cisco IdS successfully generates access tokens. Each component that you are setting up for SSO is tested.
The component status table displays the status of testing each component.
If a test is unsuccessful, correct the error, and then click Test again.
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Step 4
Test results are not saved. If you refresh the page, run the test again before enabling SSO.
Select the SSO mode for the system from the Set Mode drop-down menu:
• Non-SSO: This mode disables SSO for all agents and supervisors. Users log in using existing Active
Directory-based local authentication.
• Hybrid: This mode allows you to enable agents and supervisors selectively for SSO.
• SSO: This mode enables SSO for all agents and supervisors.
The component status table displays the status of setting the SSO mode on each component.
If the SSO mode fails to be set on a component, correct the error, and then select the mode again.
Hostname or IP Address Change
If you change the Hostname or IP Address of the Cisco IdS server, then perform the following:
• Re-generate the SAML certificate.
• Re-establish trust relationship between IdP and IdS.
• If the components are registered earlier, then
• Re-register all the SSO components.
• Perform the SSO Test to check if all the SSO components are registered. Verify that the test is successful for each component.
Single Sign-On and the Agent Tool
When the global SSO-enabled setting is Hybrid, you can use the Unified CCE Administration Agent Tool to enable (or disable) agents individually for single sign-on.
In the tool, check the Single Sign-On check box to require a selected agent to sign in with SSO authentication.
For supervisors and for agents with single sign-on (SSO) enabled, the username is the user's Active Directory or SSO account username.
Note The check box is disabled when the global SSO mode is set to SSO or non-SSO.
To update agent records in bulk, use the Bulk Jobs Agent content file.
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Migration Considerations Before Enabling Single Sign-On
Administrator User and Single Sign-On in Unified Intelligence Center
During installation, Cisco Unified Intelligence Center creates an administrator user. This user is not enabled for SSO, as the user is known only to Unified Intelligence Center.
When you enable SSO, this administrator user is no longer able to log in to the Unified Intelligence Center and perform administrative tasks. These tasks include configuring datasources and setting permissions for other users, for example. To avoid this situation, perform the following steps before enabling SSO.
1.
Create a new SSO user who has the same roles and permissions as those of the administrator user.
2.
Log in to the CLI.
3.
Run the following command:
utils cuic user make-admin username in which the user name is the complete name of the new user, including the authenticator prefix as shown on the Unified Intelligence Center User List page.
The command, when executed, provides all the roles to the new user and copies all permissions from the administrator user to this new user.
Note • The administrator's group memberships are not copied to the new user by this CLI command and must be manually updated. The new user, now a Security Administrator, can set up the group memberships.
• For any entity (for example, reports or report definitions), if this new user’s permissions provide higher privileges than the administrator, the privileges are left intact. The privileges are not overwritten by the execution of this CLI command.
Browser Settings and Single Sign-On
If you have enabled single sign-on and are using Chrome, or Firefox, verify that the browser options are set as shown in the following table. These settings specify that you do not want a new session of the browser to reopen tabs from a previous session.
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Browser
Chrome
Firefox
Browser options to verify when using SSO
1.
Open Chrome.
2.
Click the Customize and control Google
Chrome icon.
3.
Click Settings .
4.
In the On startup section of the Settings page, verify that the Open the New Tab page option is selected.
1.
Open Firefox.
2.
Click the Open menu icon.
3.
Click Options .
4.
In the Startup section of the General page, verify that either the home page or a blank page is chosen in the When Firefox starts drop-down list.
Migrate Agents and Supervisors to Single Sign-On Accounts
If you are enabling SSO in an existing deployment, you can set the SSO state to hybrid to support a mix of
SSO and non-SSO users. In hybrid mode, you can enable agents and supervisors selectively for SSO making it possible for you to transition your system to SSO in phases.
Use the procedures in this section to migrate groups of agents and supervisors to SSO accounts using the SSO
Migration content file in the Unified CCE Administration Bulk Jobs tool. You use the Administration Bulk
Jobs tool to download a content file containing records for agents and supervisors who have not migrated to
SSO accounts. You modify the content file locally to specify SSO usernames for the existing agents and supervisors. Using the Administration Bulk Jobs tool again, you upload the content file to update the agents and supervisors usernames; the users are also automatically enabled for SSO.
If you do not want to migrate a user, delete the row for that user.
Important While the Finesse agent is logged in, changing the login name prevents the agent from answering or placing calls. In this situation, the agent can still change between ready and not_ready state. This affects all active agents, independent of whether SSO is enabled or disabled. Should you need to modify a login name, do so only after the corresponding agent is logged out. Note too that SSO migration (moving a non-SSO agent to be SSO-enabled, by either hybrid mode or global SSO mode) should not be done when the agent is logged in.
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Procedure
Step 1
Step 2
Step 3
Step 4
In Unified CCE Administration, navigate to Manage > Bulk Jobs .
Download the SSO Migration bulk job content file.
a) Click Templates.
The Download Templates popup window opens.
b) Click the Download icon for the SSO Migration template.
c) Click OK to close the Download Templates popup window.
Enter the SSO usernames in the SSO Migration content file.
a) Open the template in Microsoft Excel. Update the newUserName field for the agents and supervisors whom you want to migrate to SSO accounts.
The content file for the SSO migration bulk job contains these fields:
Field Required?
Description userName firstName
Yes
No
The user's non-SSO username.
The user's first name.
lastName newUserName
No
No
The user's last name.
The user's new SSO username. Enter up to 255 ASCII characters.
If you want to enable a user for SSO, but keep the current username, leave newUserName blank, or copy the value of userName into newUserName .
b) Save the populated file locally.
Create a bulk job to update the usernames in the database.
a) Click New to open the New Bulk Job window.
b) Enter an optional Description for the job.
c) In the Content File field, browse to the SSO Migration content file you completed.
The content file is validated before the bulk job is created.
d) Click Save .
The new bulk job appears in the list of bulk jobs. Optionally, click the bulk job to review the details and status for the bulk job. You can also download the log file for a bulk job.
What to do next
After all of the agents and supervisors in your deployment are migrated to SSO accounts, you can enable SSO globally in your deployment.
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Allowed Operations by Node Type
The Cisco IdS cluster contains a publisher and a subscriber node. A publisher node can perform any configuration and access token operations. The operations that a subscriber node can perform depends on whether the publisher is connected to the cluster.
This table lists which operations each type of node can perform.
Table 7: Single Sign-On Allowed Operations
Operation
Upload IdP metadata
Download SAML SP metadata
Allowed on Publisher
Always
Always
Regenerate SAML Certificate
Regenerate Token
Encryption/Signing Key
Update AuthCode/Token Expiry
Always
Always
Always
Enable/Disable Token Encryption Always
Add/Update/Delete Cisco IdS client configuration
Always
View Cisco IdS client configuration Always
View Cisco IdS status
Set Troubleshooting Log Level
Always
Always
Set Remote Syslog server Always
Allowed on Subscriber
Never
Never
Never
Never
Only when publisher is connected
Only when publisher is connected
Only when publisher is connected
Always
Always
Always
Always
Configure SAML Certificate Secure Hash Algorithm from SHA-1 to SHA-256
This procedure is useful for upgrades from version 11.x where the only Secure Hash Algorithm supported was SHA-1. Perform this procedure after the upgrade has completed successfully.
Procedure
Step 1
Step 2
Step 3
From browser in AD FS Server, login to Cisco IdS admin interface https://<Cisco IdS server address>:8553/idsadmin
.
Click Settings .
Click Security tab.
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Step 4
Step 5
Step 6
Step 7
Step 8
Click Keys and Certificates .
Note After this step, Single Sign On will stop working until you complete Step 8.
Regenerate SAML Certificate with SHA-256 Secure Hash Algorithm. In the SAML Certificate section, change
Secure Hash algorithm dropdown menu to SHA-256 and then click Regenerate button
Download new metadata file. Click on IdS Trust tab and then click download button.
Change Secure Hash Algorithm in AD FS Relaying Party Trust configuration. In AD FS server, open AD FS
Management. Go to ADFS -> Trust Relationships -> Relying Party Trusts , right click on existing Relying
Party Trust for Cisco IdS and then click on Properties. In the Advanced Tab, change the Secure Hash Algorithm to SHA-256.
Click Apply .
Update Relying party trust on AD FS. From AD FS Server, run the following Powershell command:
Update-AdfsRelyingPartyTrust -MetadataFile <path to Step 6 new MetaData File> -TargetName
<Relying Party Trust Display Name>
Single Sign-On Log Out
For a complete logout from all applications, sign out of the applications and close the browser window. In a
Windows desktop, log out of the Windows account. In a Mac desktop, quit the browser application.
Note Users enabled for single sign-on are at risk of having their accounts misused by others if the browser is not closed completely. If the browser is left open, a different user can access the application from the browser page without entering credentials.
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11
Task Routing
•
•
Control Customer Collaboration Platform Application Access, on page 162
•
Task Routing API Request Flows, on page 164
•
Failover and Failure Recovery, on page 171
•
Task Routing Setup, on page 174
•
Sample Code for Task Routing, on page 182
•
Task Routing Reporting, on page 183
Task Routing
Task Routing describes the system's ability to route requests from different media channels to any agents in a contact center.
You can configure agents to handle a combination of voice calls, emails, chats, and so on. For example, you can configure an agent as a member of skill groups or precision queues in three different Media Routing
Domains (MRD) if the agent handles voice, e-mail, and chat. You can design routing scripts to send requests to these agents based on business rules, regardless of the media. Agents signed into multiple MRDs may switch media on a task-by-task basis.
Enterprise Chat and Email provides universal queue out of the box. Third-party multichannel applications can use the universal queue by integrating with CCE through the Task Routing APIs.
Task Routing APIs provide a standard way to request, queue, route, and handle third-party multichannel tasks in CCE.
Contact Center customers or partners can develop applications using Customer Collaboration Platform and
Finesse APIs in order to use Task Routing. The Customer Collaboration Platform Task API enables applications to submit nonvoice task requests to CCE. The Finesse APIs enable agents to sign into different types of media and handle the tasks. Agents sign into and manage their state in each media independently.
Cisco partners can use the sample code available on Cisco DevNet as a guide for building these applications
( https://developer.cisco.com/site/task-routing/ ).
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Figure 16: Task Routing for Third-party Multichannel Applications Solution Components
Task Routing
Customer Collaboration Platform and Task Routing
Third-party multichannel applications use Customer Collaboration Platform'sTask API to submit nonvoice tasks to CCE.
The API works in conjunction with Customer Collaboration Platform task feeds, campaigns, and notifications to pass task requests to the contact center for routing.
The Task API supports the use of Call variables and ECC variables for task requests. Use these variables to send customer-specific information with the request, including attributes of the media such as the chat room
URL or the email handle.
Note CCE solutions support only the Latin 1 character set for Expanded Call Context variables and Call variables when used with Finesse and Customer Collaboration Platform. Arrays are not supported.
CCE and Task Routing
CCE provides the following functionality as part of Task Routing:
• Processes the task request.
• Provides estimated wait time for the task request.
• Notifies Customer Collaboration Platform when an agent has been selected.
• Routes the task request to an agent, using either skill group or precision queue based routing.
• Reports on contact center activity across media.
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Finesse and Task Routing
Finesse provides Task Routing functionality via the Media API and Dialog API.
With the Media API, agents using third-party multichannel applications can:
• Sign into different MRDs.
• Change state in different MRDs.
With the Dialog API, agents using third-party multichannel applications can handle tasks from different
MRDs.
Task Routing Deployment Requirements
Task Routing for third-party multichannel applications deployment requirements:
• Finesse and Customer Collaboration Platform are required. Install and configure Finesse and Customer
Collaboration Platform before configuring the system for Task Routing.
See the Finesse documentation at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/ tsd-products-support-series-home.html
.
See the Customer Collaboration Platform documentation at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html
.
By default, access to the Customer Collaboration Platform administration user interface is restricted.
Administrator can provide access by unblocking the IP addresses of the clients. For more details, see the
Control Customer Collaboration Platform Application Access topic in the Cisco Customer Collaboration
Platform Installation and Upgrade Guide guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-express/products-installation-guides-list.html
.
• You can install only one Customer Collaboration Platform machine in the deployment.
• Customer Collaboration Platform must be geographically colocated with one side of the Media Routing
Peripheral Gateway (MR PG).
• Install Customer Collaboration Platform in a location from which CCE, Finesse, and the third-party multichannel Customer Collaboration Platform Task Routing application can access it over the network.
If you install Customer Collaboration Platform in the DMZ, open a port for CCE and Finesse to connect to it. The default port for CCE to connect to Customer Collaboration Platform is port 38001. Finesse connects to Customer Collaboration Platform over HTTPS, port 443.
Install the third-party multichannel application locally with Customer Collaboration Platform, or open a port on the Customer Collaboration Platform server for the application to connect to it.
Related Topics
utils whitelist admin_ui add , on page 163 utils whitelist admin_ui delete , on page 163
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Supported Functionality for Third-Party Multichannel Tasks
Blind transfer is supported for third-party multichannel tasks submitted through the Task Routing APIs.
We do not support the following functionality for these types of tasks:
• Agent-initiated tasks.
• Direct transfer.
• Consult and conference.
Plan Task Routing Media Routing Domains
Media Routing Domains (MRDs) organize how requests for each communication medium, such as voice and email, are routed to agents. You configure an MRD for each media channel in your deployment.
Finesse agents can sign in to any of the multichannel MRDs you create for Task Routing.
Important factors to consider when planning your MRDs include the following:
• Whether the MRD is interactive.
• The maximum number of concurrent tasks that an agent can handle in an MRD.
• Whether the MRDs are interruptible.
• For interruptible MRDs, whether Finesse accepts or ignores interrupt events.
To configure the settings and parameters described in the following sections, see the following documents:
• Cisco Customer Collaboration Platform Developer Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html
• at https://developer.cisco.com/site/finesse/documents/
•
Unified CCE Administration and Configuration Manager Tools, on page 180
Interactive and Non-interactive MRDs
Interactive tasks are tasks in which an agent and customer communicate in real time with each other, such as chats and SMS messages. The customer usually engages with the agent through an application, like a chat window, and leaves this application open while waiting to be connected to an agent. Non-interactive tasks are asynchronous, such as email. The customer submits the request and then may close the application, checking later for a response from an agent.
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API Parameter or Setting API/Tool Possible Values
Interactive Task/MRD Non-interactive
Task/MRD requeueOnRecovery
Whether Customer
Collaboration Platform re-queues or discards the task when Customer Collaboration
Platform recovers from a failure.
Customer
Collaboration Platform
Task Submission API
False - customers are waiting at an interface for an agent and can be notified if there is a problem. You don't need to resubmit these tasks.
True - customers are not waiting at an interface for an agent, and there is no way to alert them that there was a problem.
You need to resubmit these tasks.
Set this parameter when submitting a task request.
dialogLogoutAction
Whether active tasks are closed or transferred when an agent signs out or loses presence.
Finesse Media Sign In
API
Close - customers are engaged with an agent, and can be notified that the task has ended.
Set this parameter when an agent signs in to a Media
Routing Domain.
Transfer - customers are not engaged with an agent, and there is no way to alert them that the task has ended.
Start Timeout
The amount of time that the system waits for an agent to accept an offered task. When this time is reached, the system makes the agent not routable and re-queues the task.
Media Routing
Domains tool in
Unified CCE
Administration
Set this parameter when configuring an MRD.
Shorter duration customer is waiting at an interface for the agent
Longer duration customer is not waiting at an interface for an agent
Monitoring status of submitted tasks
You can monitor status of submitted and queued tasks using either the Customer
Collaboration Platform Task
API to poll for status or
Customer Collaboration
Platform XMPP BOSH eventing.
Customer
Collaboration Platform
Task API or XMPP
BOSH eventing
Use Customer
Collaboration Platform
Task API status polling for MRDs when you want to monitor the status of a single contact/task.
Use Customer
Collaboration Platform
XMPP BOSH eventing to receive updates on all contacts/tasks in the campaign supporting
Universal Queue over one channel.
Maximum Concurrent Tasks Per Agent
Specify the maximum number of concurrent tasks for an agent in an MRD when an agent signs into the Finesse application, using the maxDialogLimit parameter in the Finesse Media - Sign In API .
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See the Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/ us/support/customer-collaboration/unified-contact-center-enterprise/ products-implementation-design-guides-list.html
for the maximum number of tasks supported within an MRD and across MRDs for a single agent.
For agents handling interactive tasks, consider how many concurrent tasks an agent can handle reasonably.
How many simultaneous chat sessions, for example, can an agent handle and provide good customer care? If you are using precision queue routing, keep in mind that CCE assigns tasks to agents who match attributes for step one, up to their task limit , until all of those agents are busy. CCE then assigns tasks to agents who match attributes for step two, up to their task limit, and so on.
Interruptible and Non-Interruptible MRDs
When you create an MRD in the Unified CCE Administration Media Routing Domains tool, you select whether the MRD is interruptible.
• Interruptible: Agents handling tasks in the MRD can be interrupted by tasks from other MRDs.
Non-interactive MRDs, such as an email MRD, are typically interruptible.
• Non-interruptible: Agents handling tasks in the MRD cannot be interrupted by tasks from other MRDs.
The agents can be assigned tasks in the same MRD, up to their maximum task limits. For example, an agent can handle up to three non-interruptible chat tasks; if the agent is currently handling two chat tasks,
CCE can assign the agent another chat, but cannot interrupt the agent with a voice call. Interactive MRDs, such as a chat MRD, are typically non-interruptible. Voice is non-interruptible.
When an agent is working on a non-interruptible task, CCE does not assign a task in any other MRD to the agent. Any application handling the non-voice MRDs must follow the same rule. In certain cases, it is possible that a task from another media routing domain gets assigned to an agent who is working on a non-interruptible task in an MRD.
For example, if an agent is working on a non-interruptible chat MRD and makes an outbound call (internal or external) using the desktop or phone, CCE cannot prevent the agent from making that call. Instead, the system handles this situation differently. CCE marks the agent temp not routable across all media domains until the agent has completed all non-interruptible tasks the agent is currently working on. Because of this designation, the agent is not assigned any new tasks from any MRDs until finishing all current tasks. Even if the agent tries to go ready or routable, the agent's temp not routable status is cleared only after all tasks are complete.
Note If you change the MRD from interruptible to non-interruptible or vice versa, the change takes effect once the agent logs out and then logs back in on that MRD.
Accept and Ignore Interrupts
Specify whether an MRD accepts or ignores interrupt events when an agent signs into the Finesse application, using the interruptAction parameter in the Finesse Media - Sign In API . This setting controls the agent's state in an interrupted MRD and ability to work on interrupted tasks. The setting applies only when a task from a non-interruptible MRD interrupts the agent.
• Accept: When an agent is interrupted by a task from a non-interruptible MRD while working on a task in an interruptible MRD, Finesse accepts the interrupt event.
The agent, CCE task, and Finesse dialog state in the interrupted MRD change to INTERRUPTED.
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The agent cannot perform dialog actions while a task is interrupted.
Important The application is responsible for disabling all dialog-related activities in the interface when an agent's state changes to INTERRUPTED.
The agent's time on task stops while the agent is interrupted.
Example: An agent has an email task for 20 minutes, and is interrupted for 3 of those minutes with a chat task. The handled time for the email task is 17 minutes, and the handled time for the chat task is 3 minutes.
• Ignore: When an agent is interrupted by another task while working on a task in an interruptible MRD,
Finesse ignores the interrupt event.
The new task does not affect any of the agent's other assigned tasks. The agent, CCE task, and Finesse dialog state in the interrupted MRDs do not change.
The agent can perform dialog actions on original task and the interrupting task at the same time. The agent's time on the original task does not stop while the agent is handling the interrupting task.
Example: An agent has an email task for 20 minutes, and is interrupted for 3 of those minutes with a chat task. The handled time for the email task is 20 minutes, and the handled time for the chat task is 3 minutes.
This means that during a 20-minute interval, the agent handled tasks for 23 minutes.
If an agent is working on a task in an interruptible MRD and is routed a task in another interruptible MRD,
CCE does not send an interrupt event. Therefore, interruptAction setting does not apply.
Plan Dialed Numbers
Dialed numbers, also called script selectors, are the strings or numbers submitted with Task Routing task requests through Customer Collaboration Platform. Each dialed number is associated with a call type, and determines which routing script CCE uses to route the request to an agent.
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Dialed numbers are media-specific; you associate each one with a Media Routing Domain.
For Task Routing, plan which dialed numbers the custom Customer Collaboration Platform application will use when submitting new task requests. Consider whether you will use the same dialed numbers for transfer and tasks that are requeued on RONA, or if you need more dialed numbers.
Important You must associate each Task Routing dialed number with a call type. The default call type is not supported for Task Routing.
Skill Group and Precision Queue Routing for Nonvoice Tasks
Routing to skill groups and precision queues is largely the same for voice calls and nonvoice tasks. However, the way that contact center enterprise distributes tasks has the following implications for agents who can handle multiple concurrent tasks:
• Precision queues —In precision queue routing, Unified CCE assigns tasks to agents in order of the precision queue steps. Unified CCE assigns tasks to agents who match attributes for step one, up to their task limit, until all those agents are busy. Unified CCE then assigns tasks to agents who match attributes for step two, and so on. If you configure agents to handle three concurrent tasks, Unified CCE assigns three tasks to each agent in the first step. It then moves on to the second step and assigns any remaining tasks to those agents.
• Overflow skill groups —Routing scripts can specify a preferred skill group and an overflow skill group.
Unified CCE assigns tasks to all agents in the preferred skill group, up to their task limit, before assigning any tasks in the overflow skill group. If you configure agents to handle three concurrent tasks, Unified
CCE assigns three tasks to each agent in the preferred skill group. It then moves on to the overflow skill group and assigns any remaining tasks to those agents.
Agent State and Agent Mode
An agent's state and routable mode in an MRD work together to determine whether CCE routes tasks to the agent in that MRD.
Agent Routable Mode
The agent's routable mode controls whether CCE can assign the agent tasks in that MRD. If the agent is routable, CCE can assign tasks to the agent. If the agent is not routable, CCE cannot assign tasks to the agent.
The agent changes to routable/not routable through Finesse Media - Change Agent to Routable/Not Routable
API calls.
Agent State
The agent's state in an MRD indicates the agent's current status and whether the agent is available to handle a task:
• Ready: The agent is available to handle a task.
• Reserved/Active/Paused/Work Ready/Interrupted: The agent is available to handle a task if the agent has not reached their maximum task limit in the MRD.
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• Not Ready: The agent is not available to handle a task.
The agent changes to Ready and Not Ready through calls to the Finesse Media - Change Agent State API.
The agent's state while working on a task depends on the actions the agent performs on the Finesse dialog related to the task, through calls to the Finesse Dialog - Take Action on Participant API.
How Mode and State Work Together to Determine if an Agent Receives Tasks
CCE will route an agent a task in the MRD if ALL of the following are true:
• The agent's mode is routable, and
• The agent is in any state other than NOT_READY, and
• The agent has not reached the maximum task limit in the MRD, and
• The agent is not working on a task in a different and non-interruptible MRD.
CCE will NOT route an agent a task in the MRD if ANY of the following are true:
• The agent's mode is not routable, or
• The agent is NOT_READY, or
• The agent has reached the maximum task limit in the MRD, or
• The agent is working on a task in a different and non-interruptible MRD.
Why Change the Agent's Mode to Not Routable?
By changing the agent's mode to not routable, you stop sending tasks to the agent without changing the agent's state to Not Ready. You may want to make an agent not routable if the agent is close to ending the shift, and needs to complete in progress tasks before signing out.
If an agent changes to Not Ready state while still working on tasks, CCE reports show those tasks as ended; time spent working on the tasks after going Not Ready is not counted. By making the agent not routable instead of Not Ready, the agent's time on task continues to be counted.
In RONA situations, in which agents do not accept tasks within the Start Timeout threshold for the MRD,
Finesse automatically makes agents not routable. Finesse resubmits the tasks through for routing through
Customer Collaboration Platform. The application must make the agent routable in order for the agent to receive tasks again.
Customer Collaboration Platform and Finesse Task States
In most cases, Customer Collaboration Platform social contact states do not map directly to Finesse dialog states. For Customer Collaboration Platform, social contacts are created when the customer submits a task request. For Finesse, the dialog with which the agent engages with the customer is created when the task is routed to the agent.
This table shows the relationships between Customer Collaboration Platform social contact task states and
Finesse dialog states.
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Customer Collaboration Platform Social Contact Task
State
Finesse Dialog State
Unread: The task request has not been submitted to the contact center.
None
Queued: The task request is successfully submitted to the contact center as a result of creating a new task or resubmitting a task due to agent transfer, automatic transfer on agent logout, or automatic transfer for
RONA.
None
Reserved: The task is assigned to an agent. This state includes all work on a task.
Offered: The dialog is being offered to the agent.
Accepted: The agent accepted the dialog but has not started working on it.
Active: The agent is working on the dialog.
Paused: The agent paused the dialog.
Wrapping Up: The agent is performing wrap up activity on the dialog.
Interrupted: The agent is interrupted with a task from a non-interruptible Media Routing Domain. The agent cannot work on this task until the interrupting task is complete.
Handled: Customer Collaboration Platform receives a handled notification from Finesse indicating that the task ended.
Closed: The agent ended the task. Finesse sends a handled notification to Customer Collaboration
Platform.
Control Customer Collaboration Platform Application Access
By default, access to Customer Collaboration Platform administration user interface is restricted. Administrator can provide access by allowing clients IP addresses and revoke by removing the client's IP from the allowed list. For any modification to the allowed list to take effect, Cisco Tomcat must be restarted.
Note IP address range and subnet masks are not supported.
Related Topics
Task Routing Deployment Requirements
, on page 155
utils whitelist admin_ui list
This command displays all the allowed IP addresses. This list is used to authorize the source of the incoming requests.
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Syntax utils whitelist admin_ui list
Example admin: utils whitelist admin_ui list
Admin UI whitelist is:
10.232.20.31
10.232.20.32
10.232.20.33
10.232.20.34
Related Topics
Task Routing Deployment Requirements , on page 155
utils whitelist admin_ui add
This command adds the provided IP address to the allowed list of addresses.
Syntax utils whitelist admin_ui add
Example admin:utils whitelist admin_ui add 10.232.20.33
Successfully added IP: 10.232.20.33 to the whitelist
Restart Cisco Tomcat for the changes to take effect
Related Topics
Task Routing Deployment Requirements , on page 155
utils whitelist admin_ui delete
This command deletes the provided IP address from the allowed list.
Syntax utils whitelist admin_ui delete
Example admin:utils whitelist admin_ui delete 10.232.20.34
Successfully deleted IP: 10.232.20.34 from the whitelist
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Restart Cisco Tomcat for the changes to take effect
Related Topics
Task Routing Deployment Requirements
, on page 155
Task Routing API Request Flows
Task Routing API Basic Task Flow
This topic provides the Customer Collaboration Platform and Finesse API calls and events when an active email task is interrupted by a chat request.
In this scenario, the email MRD is interruptible. When the agent signs into the email MRD, the application uses the Finesse Media API to accept interrupts. The chat MRD is non-interruptible.
1. The email application submits a new email task request to CCE, and polls for status and Estimated Wait
Time (EWT).
2. An agent signs in to the email MRD and changes state to Ready.
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3. CCE assigns the agent the email task. The Call and ECC variables used to create the task are included in the dialog's media properties, and contain information such as the handle to the email. The variables can be used to reply to the email. The agent starts work on the email dialog in Finesse.
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4. The chat application submits a new chat request, and polls for status and EWT. The same agent logs into the chat MRD.
5. The agent changes state to Ready in the chat MRD. CCE assigns the chat task to the agent. The Call and
ECC variables used to create the task are included in the dialog's media properties, and contain information such as the chat room URL. The variables can be used to join the chat room with the customer. The agent starts the chat dialog in Finesse. The Email dialog is interrupted.
6. The agent completes work on the chat dialog and closes the dialog. Finesse sends a handled event to
Customer Collaboration Platform for the chat task. The application is responsible for closing the chat room.
The agent is not handling other non-interruptible dialogs, and the email dialog becomes active.
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7. The agent continues working on the email dialog, including pausing, resuming, and wrapping up the dialog.
The agent closes the dialog. Finesse sends a handle event to Customer Collaboration Platform for the email task. The application is responsible for sending the email reply to the customer.
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Task Routing API Agent Transfer Flow
This illustration provides the Customer Collaboration Platform and Finesse API calls and events when an agent transfers a task.
1.
The agent transfers the dialog from the Finesse application, selecting the script selector to which to transfer the task.
2.
Finesse resubmits the task to Customer Collaboration Platform, and the task is queued to the script selector as a new task.
3.
Finesse puts the original dialog in the CLOSED state, with the disposition code
CD_TASK_TRANSFERRED. Finesse does not send a handled notification to Customer Collaboration
Platform.
Task Routing API RONA Flow
This illustration provides the Customer Collaboration Platform and Finesse API calls and events in a RONA scenario, in which an agent does not accept an offered task within the Start Timeout threshold for the MRD.
1.
The task is routed to an agent, and the dialog is offered to the agent.
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2.
The Media Routing Domain's Start Timeout threshold expires.
3.
CCE instructs Finesse to end the dialog. Finesse puts the dialog in the CLOSED state, with the disposition code CD_RING_NO_ANSWER. Finesse does not send a handled notification to Customer Collaboration
Platform.
4.
The Finesse server on which the agent was last signed in resubmits the task to Customer Collaboration
Platform with the original script selector. The task is queued to the script selector as a new task.
5.
CCE instructs Finesse to make the agent not routable in that Media Routing Domain, so that the agent is not routed more tasks.
Task Routing API Agent Sign Out with Tasks Flows
The Finesse Media - Sign Out API allows agents to sign out with assigned tasks. The dialogLogoutAction parameter set by the Media - Sign In API determines whether those tasks are closed or transferred when the agent signs out.
Close Tasks on Sign Out
This illustration provides the Customer Collaboration Platform and Finesse API calls and events when agents are set to have assigned tasks closed on sign out.
1.
The agent requests to sign out of the MRD with an active task.
2.
CCE instructs Finesse to end the task. Finesse puts the dialog in CLOSED state, with the disposition code
CD_AGENT_LOGGED_OUT_DURING_DIALOG.
3.
The agent is signed out of the MRD.
Transfer Tasks on Sign Out
This illustration provides the Customer Collaboration Platform and Finesse API calls and events when agents are set to have assigned tasks transferred on sign out.
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1.
The agent requests to sign out of the MRD with an active task.
2.
CCE instructs Finesse to end the dialog. Finesse puts the dialog in the CLOSED state, with the disposition code CD_TASK_TRANSFERRED_ON_AGENT_LOGOUT. Finesse does not send a handled notification to Customer Collaboration Platform.
3.
The Finesse server on which the agent was signed in resubmits the task to Customer Collaboration Platform with the original script selector. The task is queued to the script selector as a new task.
4.
The agent is signed out of the MRD.
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Failover and Failure Recovery
Failover and Failure Recovery
Component
Customer
Collaboration
Platform
Failover/Failure
Scenario
New Task Request Impact Queued, Offered, and Active Task Impact
MR connection fails. For example, there is a networking problem, the PG loses connection, or Customer
Collaboration
Platform loses connection.
Finesse loses connection with
Customer
Collaboration
Platform.
New task requests from
Customer Collaboration
Platform application : New task requests fail, and the failures are delivered back to the application. Details of these failures are described in the next column.
Queued tasks: When tasks are submitted, they can be set to requeue on recovery.
Typically, non-interactive tasks, such as email, are set to requeue on recovery because there is not a way to alert the customer that there was a problem while in queue. Interactive tasks, such as chat, are set not to requeue on recovery because the customer is waiting at an interface for an agent, and there is a way to alert the customer that there is a problem.
Automatic transfer request from Finesse (for transfer on sign out or
RONA): Results in a lost transfer request.
Agent transfer request:
The request fails, and
Finesse sends an error back to the application. Finesse retains the task.
If tasks are set to requeue on recovery, the task is resubmitted when the MR connection is reestablished. The status and statusReason of the contact does not change.
If tasks are set NOT to requeue on recovery, the task's contact's status is marked discarded. The task's contact's statusReason is marked as follows:
Customer Collaboration Platform failure:
NOTIFICATION_CCE_
CUSTOMERCOLLABORATIONPLATFORM_
SYSTEM_FAILURE
MR connection failure:
NOTIFICATION_CCE_CONNECTION_LOST
Offered and active tasks: No impact.
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Component
Customer
Collaboration
Platform
Finesse
Failover/Failure
Scenario
New Task Request Impact Queued, Offered, and Active Task Impact
Customer
Collaboration
Platform overruns the new task queue limit.
See the Cisco
Customer
Collaboration
Platform
Developer Guide for the limit
( https://www.cisco.com/ c/en/us/support/ customer-collaboration/ unified-contact-center-express/ tsd-products-support-series-home.html
).
New task requests from
Customer Collaboration
Platform application: New task requests are discarded with the statusReason
NOTIFICATION_RATE_LIMITED.
Automatic or agent transfer requests: No impact
Queued, offered, and active tasks: No impact.
Finesse loses connection with
Agent PG or CTI
Server
New task request from
Customer Collaboration
Platform application: impact
No
Automatic transfer requests from Finesse (for transfer on logout or
RONA): Automatic transfers are initiated on the
Finesse server on which the agent was signed in. Any outage on that Finesse server can result in lost transfer requests.
Agents signed into media on the failed
Finesse server are put into
WORK_NOT_READY state and made not routable. Tasks on that server are preserved in their current state, and time continues to accrue towards the maximum task lifetime. The agent fails over to the secondary Finesse server, and must sign in to the media again. The agent is put into the previous state. If the agent doesn't have tasks, the agent is put in NOT_READY state.
Queued tasks: No impact.
Agent transfer request:
The request fails because
Finesse is out of service, and Finesse retains the task.
Offered tasks: These tasks RONA because the agent cannot accept them.
Active tasks: These tasks fail over to the other Finesse server and are recovered on that server.
Note Any active tasks that were in
INTERRUPTED state at the time of the lost connection change are recovered.
However, these tasks change to the UNKNOWN state when the task is no longer
INTERRUPTED. The agent can only close tasks when they are in the UNKNOWN state.
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Component
Finesse
Finesse application
Failover/Failure
Scenario
New Task Request Impact Queued, Offered, and Active Task Impact
Agent logs out, or presence is lost while agent has active tasks
New task request from
Customer Collaboration
Platform application: No impact
Automatic or agent transfer requests: No impact
Queued tasks: No impact.
Offered tasks: These tasks fail over to the other Finesse server and are recovered on that server. If a task's Start Timeout threshold is exceeded during failover, the task RONAs.
Active tasks: If an agent logs out with active tasks, or agent presence is lost with active tasks, the tasks are either closed or transferred to the original script selector depending on how the agent was configured when signing into the MRD.
If the tasks are transferred, the disposition code is
CD_TASK_TRANSFERRED_AGENT_LOGOUT.
If the tasks are closed, the disposition code is
CD_AGENT_LOGGED_OUT_DURING_
DIALOG.
Finesse application fails
New task request from
Customer Collaboration
Platform application: No impact
Automatic or agent transfer requests: No impact
Queued tasks: No impact.
Offered tasks: These tasks may RONA depending on how the application is structured. A Task Routing application may prevent an agent from accepting a dialog when the application down because the agent cannot handle the dialog while the application is down. In this case, the dialog RONAs.
Active tasks: Varies by application.
Applications are responsible for managing the tasks while the application is down.
Finesse retains the tasks, and the tasks are recovered once the application is restored.
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Component
CTI Server or
OPC
Failover/Failure
Scenario
New Task Request Impact Queued, Offered, and Active Task Impact
One CTI Server or one OPC fails
New task request from
Customer Collaboration
Platform application: impact
No
Automatic transfer requests from Finesse (for transfer on logout or
RONA): Results in lost transfer requests.
Queued tasks: No impact.
Offered tasks: These tasks fail over to the other Finesse server and are recovered on that server. If a task's Start Timeout threshold is exceeded during failover, the task RONAs.
Active tasks: These tasks fail over to the other Finesse server and are recovered on that server.
Agent transfer request:
The request fails, and
Finesse retains the task.
Note Any active tasks that were in
INTERRUPTED state at the time of the lost connection change are also recovered.
However, these tasks change to the UNKNOWN state when the task is no longer
INTERRUPTED. The agent only can only close tasks when they are in the UNKNOWN state.
OPC Both OPCs fail New task request from
Customer Collaboration
Platform application: No impact
Automatic or agent transfer requests: Results in lost transfers.
Queued tasks: No impact
Offered and active tasks: These tasks are lost
Task Routing Setup
Initial Setup
Step Task
Set up CCE
1 Configure Finesse with the AW, so that Finesse can access
Customer Collaboration Platform connection information.
See
Configure Finesse with the AW, on page 176
.
Notes
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Step
2
3
4
5
Task
Configure a Network VRU and Network VRU scripts.
See
Configure Network VRU and Network VRU Scripts, on page 177 .
Configure the MR PG and PIM
See
Configure the Media Routing PG and PIM, on page 177
.
Notes
Set up the MR PG and PIM for Customer Collaboration
Platform.
See
Set up the Media Routing PG and PIM, on page 178 .
Add Customer Collaboration Platform as an External Machine in the System Inventory.
See
Add Customer Collaboration Platform as an External
.
The system configures the following settings automatically in Customer
Collaboration Platform
Administration:
• Enables and configures the CCE
Multichannel Routing settings .
• Configures the Task feed and the associated campaign and
Connection to CCE notification needed for the Task Routing feature.
6
7
9
Configure the following in Unified CCE Administration or
Configuration Manager:
• Media Routing Domains
• Call types
• Dialed numbers
• Skill groups or precision queues
• ECC variables
• Agent desk settings
See
Unified CCE Administration and Configuration Manager
Increase the TCDTimeout registry key value, if you are using precision queues and will be submitting potentially long tasks, like email.
See
Increase TCDTimeout Value, on page 181 .
Create routing scripts
See
Create Routing Scripts for Task Routing, on page 182 .
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Step Task Notes
Create Customer Collaboration Platform and Finesse Applications
10
11
Create the Customer Collaboration Platform multichannel application to begin task requests.
See
Sample Customer Collaboration Platform HTML Task
Create the Finesse applications to manage nonvoice agent and dialog states.
See
Sample Finesse Code for Task Routing, on page 182 .
Set up Finesse
12 Upload the Finesse desktop gadgets to the desktop layout
(optional).
See the at https://www.cisco.com/c/en/us/support/ customer-collaboration/finesse/products-user-guide-list.html
.
Configure Finesse with the AW
Finesse connects to Customer Collaboration Platform to transfer Task Routing tasks and resubmit tasks for
RONA. The Finesse AWDB user requires special database permissions to access Customer Collaboration
Platform connection information. Map the user to the Side A, AWDB, and primary databases. In these databases, give the user the db_datareader and public roles.
Before you begin
Configure the Contact Center Administration and Data Server Connection Settings on Finesse. You need the
Finesse AWDB username to complete this procedure.
See the at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html
.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Determine whether the Finesse AWDB user is a domain user or a SQL user. If the user is a domain user, proceed to the last step in the procedure (step 7). Otherwise, complete all of the steps.
Launch Microsoft SQL Server Management Studio on the Unified CCE Administration Client workstation.
Connect to the Side A Logger using the default credentials.
Navigate to Security > Logins . Right-click the Finesse AWDB username.
The Login Properties screen opens.
Select the User Mapping page, and perform the following: a) Verify that the databases associated with Side A and AWdb are checked.
b) Check the master database.
c) Select the Side A database. In the Database role membership for section, check the db_datareader and public roles.
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Step 6
Step 7
Repeat this step for the AWdb and master databases.
d) Click OK .
Repeat these steps on the Side B Logger.
Execute the following SQL queries as the SQL administrative user "sa" or as a user with sysadmin privileges.
For <user>, enter the Finesse AWDB username. If the Finesse AWDB user is a domain user, rather than a
SQL user, use the <domain\user> format.
USE master
GO
GRANT CONTROL ON CERTIFICATE :: UCCESymmetricKeyCertificate TO " <user> "
GRANT VIEW DEFINITION ON SYMMETRIC KEY :: UCCESymmetricKey TO " <user> "
Configure Network VRU and Network VRU Scripts
The Network VRU is used to queue nonvoice tasks if an agent is not available to handle them. The Network
VRU Script is used to return estimated wait time to customers. For more information on writing routing scripts that return estimated wait time, see the Scripting and Media Routing Guide for Cisco Unified ICM/Contact
Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-user-guide-list.html
.
When you configure the Network VRU Script, you specify whether it is interruptible. The Interruptible setting for the Network VRU Script controls whether the script can be interrupted (for example if an agent becomes available). This setting is not related to the Media Routing Domain Interruptible setting, which controls whether an agent working on a task in that MRD can be interrupted by a task from a non-interruptible
MRD.
Procedure
Step 1
Step 2
In Configuration Manager, use the Network VRU Explorer tool to configure and save a type 2 VRU.
Use the Network VRU Script List tool to add a Network VRU Script that references this Network VRU.
You can accept the default values.
Configure the Media Routing PG and PIM
Procedure
Step 1
Step 2
Step 3
In Configuration Manager, open the PG Explorer tool to configure a media routing PG.
Create a media routing PIM and routing client for Customer Collaboration Platform.
Write down the Logical Controller ID and the Peripheral ID. You will use them when you set up the PG.
On the Peripheral tab in the PG Explorer tool, check the Enable post routing check box.
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Step 4
Step 5
On the Routing Client tab in the PG Explorer tool, select the Multichannel option from the Routing Type drop-down list box.
Note The Default call type setting is not supported for tasks submitted through the Task Routing APIs.
On the Advanced tab in the PG Explorer tool, select the type 2 Network VRU that you created.
Set up the Media Routing PG and PIM
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Caution Before performing the step to enable the secured connection between the components, ensure that the security certificate management process is completed.
Set up the Media Routing PG and PIM
Procedure
Navigate to Unified CCE Administration
From Cisco Unified CCE Tools, select
> Overview
Determine the Peripheral ID for a Multichannel peripheral that is unused.
In the Peripheral Gateways Properties screen, click Media Routing . Click Next .
Click Yes at the prompt to stop the service.
From the Peripheral Gateway Component Properties screen, click Add , select the next PIM, and configure with the Client Type of Media Routing as follows.
a) Check Enabled .
b) In the Peripheral Name field, enter MR .
c) In the Peripheral ID field, enter the Peripheral ID that you recorded when you configured the Media
Routing PG and PIM.
d) For Application Hostname (1) , enter the hostname or IP address of Customer Collaboration Platform.
e) By default, Customer Collaboration Platform accepts the MR connection on Application Connection
Port 38001. The Application Connection Port setting on Customer Collaboration Platform must match the setting on the MR PG. If you change the port on one side of the connection, you must change it on the other side.
f) Leave the Application Hostname (2) , field blank.
g) Keep all other values.
h) Check the Enable Secured Connection option.
This establishes a secured connectionbetween MR PIM and Application Server.
Ensure that you provide the correct information in the Application Hostname (1) and Application
Connection Port (1) fields.
i) Click OK .
Peripheral Gateway Setup .
On the Components Setup screen, in the Instance Components panel, select the PG Instance component. If the PG does not exist, click Add . If it exists, click Edit .
> Infrastructure Settings > Peripheral Gateways .
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Step 7
Step 8
Step 9
Step 10
Step 11
On the Peripheral Gateway Component Properties screen, enter the Logical Controller ID that you recorded when you configured the Media Routing PG and PIM.
Accept defaults and click Next until the Setup Complete screen opens.
At the Setup Complete screen, check Yes to start the service. Click Finish .
Click Exit Setup .
Repeat this procedure for Side B.
Add Customer Collaboration Platform as an External Machine
When you add Customer Collaboration Platform as an External Machine in the Unified CCE Administration
System Inventory, the system automatically performs the following Customer Collaboration Platform configuration:
• Enables and completes the CCE Configuration for Multichannel Routing settings in Customer
Collaboration Platform Administration.
These settings include the hostnames of the MR PGs and the Application Connection Port you specified when setting up the MR PG and PIM.
• Configures the Task feed and the associated campaign and Connection to CCE notification needed for the Task Routing feature, with the following names:
• Task feed: Cisco_Default_Task_Feed
• Campaign: Cisco_Default_Task_Campaign
• Notification: Cisco_Default_Task_Notification
• Tag: cisco_task_tag
Note If the Task feed has been configured to use a different tag, the Connection to
CCE notification is configured to use that tag.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In Unified CCE Administration , click Inventory from the left navigation.
Select the main site or remote site and in the External Machines section, click the + icon.
Click Add.
Select Customer Collaboration Platform from the drop-down list.
Enter the fully qualified domain name (FQDN), hostname or IP address in the Hostname field.
Note The system attempts to convert the value you enter to FQDN.
Enter the Customer Collaboration Platform Administration username and password.
Select the Side A and Side B Media Routing PGs.
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Step 8
Step 9
Enter the Application Port you specified when setting up the MR PG and PIM. The default value is 38001.
Click Save .
Unified CCE Administration and Configuration Manager Tools
This topic explains the Unified CCE Administration and Configuration Manager tools you need to configure
Task Routing.
Before you begin
For details on the procedures for these steps, refer to the Unified CCE Administration online help and the
Configuration Manager online help.
Procedure
Step 1
Step 2
Sign in to Unified CCE Administration.
From the Manage menu, configure the following:
Item to Configure Details
Media Routing Domains Create an MRD for each type of task that the third-party multichannel application submits to CCE (email, chat, and so on).
Precision Queues Configure either skill groups or precision queues.
If you configure precision queues:
• For Media Routing Domain , select one of the Task Routing MRDs you created.
• Associate agents with attributes that are part of the precision queue steps.
Step 3
Step 4
Launch Configuration Manager.
Configure the following:
Item to Configure Details
Call Types
Dialed Numbers
Create call types for Task Routing.
Create dialed numbers for Task Routing. Add the numbers or strings that the custom application will use when submitting task requests.
• On the Attributes tab, select a Task Routing MRD from the Media routing domain drop-down list box.
• On the Dialed Number Mapping tab, map the script selector to a call type you created for Task Routing.
Important Each dialed number must be associated with a call type. Default call type is not supported for tasks submitted with Task Routing
APIs.
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Item to Configure
Skill Groups
Details
Configure either skill groups or precision queues.
If you configure skill groups:
• For Media Routing Domain , select one of the Task Routing MRDs you created.
• Assign agents to the skill group.
Expanded Call Variable You can use an existing Expanded Call Variable, or you can create an Expanded
Call Variable for Task Routing, depending on the needs of your third-party multichannel application.
Note Arrays are not supported with the Task Routing feature.
CCE solutions support the Latin 1 character set only for Expanded Call
Context variables and Call variables when used with Finesse and
Customer Collaboration Platform.
Agent Desk Settings If agents will use a Task Routing gadget in the Finesse desktop, leave the Logout inactivity time setting for those agents blank, or remove the existing value.
Otherwise, if the agent exceeds the Logout inactivity time in the voice MRD, the agent is logged out of the Cisco Finesse desktop, even if the agent is actively working on tasks from nonvoice MRDs. The agent needs log into the desktop again to continue working on the nonvoice tasks.
Increase TCDTimeout Value
Complete this procedure only if you are using precision queues and routing tasks with potentially long durations, like emails.
Several precision queue fields in the Termination_Call_Detail record are not completed until the end of a task. These precision queue fields are blank for tasks whose durations exceed the TCDTimeout registry key value. The default value of theTCDTimeout registry key is 9,000 seconds (2.5 hours).
If you are configuring a system to handle email or other long tasks, you can increase the TCDTimeout registry key value to a maximum of 86,400 seconds (24 hours).
Change the registry key on either the Side A or B Router.
Procedure
Modify the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\Icm\<instance name>\Router<A/B>\Router\CurrentVersion\Configuration\Global\TCDTimeout .
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Create Routing Scripts for Task Routing
Create Routing Scripts for Task Routing
For complete multichannel scripting information, see the Scripting and Media Routing Guide for Cisco Unified
ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-user-guide-list.html
.
Important Ensure that the routing scripts include skill groups or precision queues from the appropriate Media Routing
Domains to handle all of the types of tasks that can be routed with the scripts. For example, if a script is used to route email tasks, be sure that the script includes skill groups or precision queues from an email MRD.
Sample Code for Task Routing
Cisco Systems has made sample Task Routing application code for Customer Collaboration Platform and
Finesse available to use as baselines in building your own applications.
Sample Customer Collaboration Platform HTML Task Application
The sample Customer Collaboration Platform HTML Task application:
• Submits task requests to CCE.
• Retrieves and displays the estimated wait time, if it has been configured in CCE.
Note You cannot copy and paste this code to achieve a working application. It is only a guideline.
The sample application uses the Task API. For more information about how to use the Task API, see the Cisco
Customer Collaboration Platform Developer Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html
.
Procedure
Step 1
Step 2
Download the sample HTML Task application from DevNet: https://developer.cisco.com/site/task-routing/ .
Read the sample application's readme.txt
file to complete the prerequisites and use the sample application.
Sample Finesse Code for Task Routing
The Finesse sample Task Management Gadget application lets agents perform the following actions in individual nonvoice Media Routing Domains:
• Sign in and out.
• Change state.
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• Handle tasks.
The sample gadget also signals the Customer Context gadget to display a customer record.
Note You cannot copy and paste this code to achieve a working application. It is only a guideline.
For more information about how to use the APIs available for Task Routing, see the at https://developer.cisco.com/site/finesse/ .
Procedure
Step 1
Step 2
Download the sample Task Management Gadget application (TaskManagementGadget-x.x.zip) from DevNet: https://developer.cisco.com/site/task-routing/ .
Read the sample application's readme.txt
file to complete the prerequisites and use the sample application.
For more information about uploading third-party gadgets to the Finesse server, see the "Third Party Gadgets" chapter in the at https://developer.cisco.com/site/finesse/ .
For more information about adding third-party gadgets to the Finesse desktop, see the "Manage Third-Party
Gadgets" chapter in the at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/ tsd-products-support-series-home.html
.
Task Routing Reporting
Cisco Unified Intelligence Center CCE reports include data for voice calls and nonvoice Task Routing tasks.
You can filter these All Fields and Live Data report templates by Media Routing Domain:
• Agent Real Time
• Agent Skill Group Real Time
• Enterprise Skill Group Real Time
• Peripheral Skill Group Real Time All Fields
• Precision Queue Real Time All Fields
• Agent Precision Queue Historical All Fields
• Agent Skill Group Historical All Fields
• Peripheral Skill Group Historical All Fields
• Precision Queue Abandon Answer Distribution Historical
• Precision Queue Interval All Fields
• Skill Group Abandon-Answer Distribution Historical
• Precision Queue - Live Data
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• Skill Group - Live Data
See the Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/ en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html
for information about multichannel reporting data.
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Unified Communications Manager Extension
Mobility
•
•
Capabilities
Extension Mobility is a Unified Communications Manager feature that you can use in Unified CCE. The feature enables users to temporarily configure a phone as their own by logging in to that phone. Once a user logs in, the phone adopts the individual user device profile information, including line numbers, speed dials, services links, and other user-specific properties of a phone.
Cisco Extension Mobility (EM) works on phones that are located within the same Cisco Unified
Communications Manager cluster. Cisco Extension Mobility Cross Cluster (EMCC) works on phones that are located in different Cisco Unified Communications Manager clusters.
The main documentation on this feature is in the Unified Communications Manager documentation. For more information, see the following sources:
Information Type Sources
Design considerations
Feature description and configuration
Extension Mobility API
Cisco Collaboration System Solution Reference Network Designs at https://www.cisco.com/c/en/us/support/unified-communications/ unified-communications-manager-callmanager/ products-implementation-design-guides-list.html
at https://www.cisco.com/c/en/us/support/unified-communications/ unified-communications-manager-callmanager/ products-maintenance-guides-list.html
https://developer.cisco.com/site/extension-mobility/
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Configuration
Configuration
You configure EM and EMCC in the Cisco Unified Communications Manager. Take into account the following interactions between Unified CCE and Unified Communications Manager for successful implementation of
EM and EMCC within a Unified CCE solution:
• For Unified CCE configurations with multiline agent phone line control on the PG, configure all directory numbers for the user profile in Cisco Unified Communications Manager as follows:
Setting Value
Maximum Number of Calls
Busy Trigger
2
1
• For Unified CCE configurations with single-line agent phone line control on the PG, configure the secondary lines (but not the primary ACD line) for the directory number of the user profile in Cisco
Unified Communications Manager as follows:
Setting
Maximum Number of Calls
Busy Trigger
Value
4
2
• You cannot use phones with an IP Addressing Mode of IPv6 Only for Cisco Extension Mobility. If you want to use Cisco Extension Mobility with the phone, you must configure the phone with an IP
Addressing Mode of IPv4 Only or IPv4 and IPv6 .
• Agents can log in to multiple devices, depending on the Intra-cluster Multiple Login Behavior service parameter. You can set this parameter for EM implementations. EMCC implementations require that you set this parameter for multiple logins.
If an agent fails to log out of a device, another agent who attempts to access that device gets a "shared line" error. Follow these Unified Communications Manager configuration guidelines to avoid shared line errors:
• For EM implementations with hard phones, set the Intra-cluster Multiple Login Behavior Extension
Mobility service parameter to "Auto Logout".
• For EM implementations with a mix of hard and IP phones and for all EMCC implementations, limit the time that an agent can remain logged in to a device. Set the Intra-cluster Maximum
LoginTime service parameter to the typical time that an agent remains logged in to a device during a shift.
For more information on Extension Mobility with Unified CCE, see UCCE Integration with CM Configuration
Example at https://www.cisco.com/c/en/us/support/docs/customer-collaboration/ unified-contact-center-enterprise/117777-config-ucce-00.html
.
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C H A P T E R
13
•
•
Onboarding Experience, on page 188
•
VAV Onboarding for OEM Users, on page 188
•
VAV Onboarding for Non-OEM Users, on page 190
•
Documentation Resources, on page 192
Feature Overview
Virtual Assistant–Voice (VAV) feature, which was referred to as Customer Virtual Assistant (CVA) in 12.5(1) release, enables the IVR platform to integrate with cloud-based speech services. This feature supports human-like interactions that enable customers to resolve issues quickly and more efficiently within the IVR, thereby, reducing the calls directed towards agents.
In a traditional IVR, customers can interact with the IVR in the following ways:
• VVB Media Services-Based Interaction : Prompts are played locally by VVB by downloading WAV files. User inputs are captured using DTMF grammar.
• ASR-Based and TTS-Based Interactions : Prompts are played by the external media server over MRCP
Synthesis command for Text-to-Speech (TTS) functionality. The responses are recognized by external media server based on predefined grammar provided by Asynchronous Speech Recognition (ASR).
VAV-based IVR enables a new mechanism to leverage cloud-based-AI-enabled speech services. VAV provides the following speech services:
• Text-to-Speech : Integration with cloud-based TTS services in your application for Speech Synthesis operations. VAV currently supports Google Text to Speech service.
• Speech-to-Text : Integration with cloud-based ASR services in your application for Speech Recognition operations. VAV currently supports Google Speech to Text service.
• Speech-to-Intent : VAV provides capability of identifying the intent of customer utterances by processing the text received from Speech-to-Text operations. VAV offers this service by using cloud-based Natural
Language Understanding (NLU) services. VAV currently supports Google Dialogflow service.
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Onboarding Experience
Onboarding Experience
In 12.6(1) release, the VAV feature provides different onboarding experience for OEM users (who use Cisco's contract, billing, and support for Google's speech services) via Webex Control Hub. For details, see the
Configure Contact Center AI article at https://help.webex.com/en-us/npbt02j/Configure-Contact-Center-AI .
Non-OEM users use NOAMP in UCCE and HCS-CC solutions and CCEAdmin in PCCE solution for onboarding.
The following table lists the onboarding channel and Google APIs used for OEM and non-OEM customers:
Release
12.6(1)
12.6(1)
Services Billing
Cisco billed (OEM)
Vendor billed (non-OEM)
Onboarding
Webex Control Hub
NOAMP/CCEAdmin
Google APIs
AnalyzeContent (V2)
DetectIntent (V2)
VAV Onboarding for OEM Users
Virtual Assistant–Voice (VAV) feature provides an enhanced onboarding experience to OEM customers via
Webex Control Hub. All contract, billing, and support are managed through Cisco for OEM customers and they can use Cisco services coupled with Google’s cloud-based-AI-enabled speech services.
A single config ID generated via Control Hub can be leveraged across all CVP/VVB instances as compared to the earlier experience where each instance was required to be configured individually.
Prerequisites
The prerequisites for configuring Virtual Assistant–Voice for OEM users are:
• OEM users must provision Google Contact Center AI (CCAI) for Cisco Contact Center Enterprise. For details, see the Configure Contact Center AI article at https://help.webex.com/en-us/npbt02j/
Configure-Contact-Center-AI .
• CVP/VVB configuration:
• Enable access to cloud-based services from CVP and VVB directly or via proxy.
For details, see the Cisco Unified Customer Voice Portal > Operations Console (NOAMP) >
Integration > Cloud Connect > Configure CVP or VVB Devices for Cloud Connect section in the
Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
• Synchronize the date/time in CVP, VVB, and proxy with a common NTP server.
• Configure access to DNS server in CVP/VVB.
For more information on NTP and DNS server configurations in CVP, refer to the Microsoft Windows platform documentation.
For more information on NTP and DNS server configurations in VVB, refer to the Command Line
Interface Reference Guide for Cisco Unified Communications Solutions at https://www.cisco.com/c/en/
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.
• The following table lists the required versions for Cisco Unified CVP, Cisco VVB, Cloud Connect, CCE components (Router, Logger, AW, and PG), and ICM.
CVP
12.6
VVB
12.6
Cloud Connect
12.6
CCE Components
11.6 and higher
ICM
11.6 and higher
VAV Onboarding for OEM Users Task Flow
Follow this procedure to provision Google CCAI with Cisco Unified Contact Center Enterprise. A single configuration created via Control Hub can be used for accessing multiple AI services, such as VAV and Agent
Answers on multiple devices.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Create a CCAI configuration in Cisco Webex Control Hub at https://admin.webex.com
. A CCAI configuration leverages CCAI Connectors to invoke the CCAI services.
For details, see the Configure Contact Center AI article at https://help.webex.com/en-us/npbt02j/
Configure-Contact-Center-AI . This default config can be used for accessing multiple AI services on multiple devices.
Ensure that the Cloud Connect publisher and subscriber are installed.
For more information, see the Install Cloud Connect section in Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-installation-guides-list.html
.
Import the Cloud Connect certificate to the CVP server.
For details, see the Unified CVP Security > Import Cloud Connect Certificate to Unified CVP Keystore section in the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html
.
Import the Cloud Connect certificate to the VVB speech server.
Configure Cloud Connect with CVP in the Operations Console (NOAMP).
Configure Cloud Connect with VVBs in the Operations Console (NOAMP).
For details, see the Cisco Unified Customer Voice Portal > Operations Console (NOAMP) > Integration >
Cloud Connect > Configure CVP or VVB Devices for Cloud Connect section in the Administration Guide for
Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-customer-voice-portal/products-installation-and-configuration-guides-list.html
.
View the default CCAI configuration (created in step 1) and sync, if required, in the CVP Operations Console
(NOAMP).
For details, see the Cisco Unified Customer Voice Portal > Operations Console (NOAMP) > Contact Center
AI > Configuration for Cisco-Billed AI Services section in the Administration Guide for Cisco Unified Customer
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Migration for OEM Users
Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
Note To change or override the default config (created in step 1), configure the
CCAI.configId
property of the
Dialogflow element in Call Studio.
For details, see the Dialogflow Element > Custom VoiceXML Properties section in the Element Specifications for Cisco Unified CVP VXML Server and Call Studio at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/products-programming-reference-guides-list.html
.
Migration for OEM Users
OEM users migrating from 12.5(1)/12.5(1a) to 12.6(1) must onboard via Webex Control Hub for better experience and enhanced security. They can continue to use the old method of key generation by retaining their old configurations until their onboarding via Webex Control Hub is complete.
Important Considerations
VVB periodically refreshes the CCAI configurations. Whenever these configurations are changed in the
Control Hub, it may take upto 10 minutes for the changes to reflect in VVB. For applying the changes instantly, you need to restart the VVB speech server service.
VAV Onboarding for Non-OEM Users
Prerequisites
• CVP/VVB configuration:
• Enable access to cloud-based services from CVP and VVB directly or via proxy.
For details, see the Cisco Unified Customer Voice Portal > Operations Console (NOAMP) >
Integration > Cloud Connect > Configure CVP or VVB Devices for Cloud Connect section in the
Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
• Synchronize the date/time in CVP, VVB, and proxy with a common NTP server.
• Configure access to DNS server in CVP/VVB.
For more information on NTP and DNS server configurations in CVP, refer to the Microsoft Windows platform documentation.
For more information on NTP and DNS server configurations in VVB, refer to the Command Line
Interface Reference Guide for Cisco Unified Communications Solutions at https://www.cisco.com/c/en/
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.
• Non-OEM users must enable speech services and generate JSON key. To know more about enabling speech services, see
Enable Speech Services (for Non-OEM Users), on page 191 . To know more about
generating JSON key, see
Generate JSON Key (for Non-OEM Users), on page 192 .
• The following table lists the required versions for Cisco Unified CVP, Cisco VVB, Cloud Connect, CCE components (Router, Logger, AW, and PG), and ICM.
CVP VVB Cloud Connect CCE Components ICM
12.5 and higher 12.5 and higher 12.5 and higher 11.6 and higher 11.6 and higher
VAV Onboarding for Non-OEM Users Task Flow
Procedure
Step 1
Step 2
Step 3
Enable speech services for your account.
To know more about enabling speech services, see
Enable Speech Services (for Non-OEM Users), on page
Generate JSON key for your account.
To know more about generating JSON key, see
Generate JSON Key (for Non-OEM Users), on page 192 .
Configure VVB devices for speech services.
For details, see the Cisco Unified Customer Voice Portal > Operations Console (NOAMP) > Contact Center
AI > Configuration for Vendor-Billed AI Services section in the Administration Guide for Cisco Unified
Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-customer-voice-portal/products-installation-and-configuration-guides-list.html
.
Enable Speech Services (for Non-OEM Users)
To enable speech services, follow these steps:
1.
Log in to your Dialogflow account at https://dialogflow.cloud.google.com/ .
2.
Scroll down on the homepage and click Project ID of your Dialogflow agent.
This takes you to the Google Cloud Platform (GCP) homepage.
3.
Select APIs & Services from the left pane (through the hamburger menu).
4.
Select the API services (such as Cloud Text-to-Speech, Cloud Speech-to-Text, and Dialogflow) to be enabled.
5.
Click Enable to enable the selected API for the given Project ID.
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Generate JSON Key (for Non-OEM Users)
To generate the JSON key, follow these steps:
1.
In the GCP homepage, select IAM & Admin from the left pane (through the hamburger menu).
2.
Select Service accounts which shows the list of your enabled services.
3.
Select the service account for which the JSON key is to be generated.
4.
Click the ellipsis menu on the right and click +Create Key .
5.
Select JSON as Key type and then click Create .
The key is downloaded.
For best results:
• Migrate your Dialogflow Agent to Enterprise Essential ( Console Left Bar > Migrate from Standard to Enterprise Essential ).
• Enable the enhanced Speech Model in Dialogflow console ( Settings > Speech > Enable Enhanced
Speech Model and Data Logging ).
If this option is enabled, speech recognition data is shared with Google. For more information see https://cloud.google.com/speech-to-text/docs/enhanced-models .
Documentation Resources
The following table lists the reference documents for VAV.
Information
Sample VAV Application
Design Considerations
VAV configuration in UCCE/HCS
Deployment
Resource
See https://github.com/CiscoDevNet/cvp-sample-code/tree/ master/CustomerVirtualAssistant .
Design Considerations for Integrated Features > Virtual
Assistant–Voice Considerations section in Solution Design
Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/ products-implementation-design-guides-list.html
.
Operations Console (NOAMP) section in CVP Administration
Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
TTS Prompt Cache Management and proxy setting for Speech Server
VVB Operations Guide at https://www.cisco.com/c/en/us/ support/customer-collaboration/virtualized-voice-browser/ products-maintenance-guides-list.html
.
Proxy settings for VXML Server See the VXML Server Configuration > Proxy Settings in VXML
Server for Virtual Assistant - Voice section in CVP
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Information
Configuration of Call Studio elements for
VAV
Resource
Configuration Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
The following chapters in CVP Element Specification Guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/ products-programming-reference-guides-list.html
:
• Dialogflow Element
• DialogflowIntent Element
• DialogflowParam Element
• Transcribe Element
VAV Speech Configuration APIs See VAV Speech Configuration section in VVB Developer
Guide at https://developer.cisco.com/site/customer-voice-portal/ documents/virtual-voice-browser/ .
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Webex Experience Management Integration
•
Experience Management Overview, on page 195
•
Experience Management Survey, on page 195
•
Provision Experience Management Service on Cloud Connect, on page 197
•
Configure Unified CCE for Experience Management Voice, SMS and Email Survey, on page 199
•
Configure Expanded Call Variables, on page 199
•
Upload Audio Files for Questions in Experience Management, on page 201
•
Configure Call Type, Dialed Number, and Survey Association, on page 201
•
Associate Survey to Call Type in Unified CCE Admin, on page 202
Experience Management Overview
Cisco Webex Experience Management is a Customer Experience Management (CEM) platform that allows you to see your business from your customers' perspective. To know more about Webex Expereince
Management, see https://cloudcherry.com/docs/ccoverview .
With Webex Experience Management, Unified CCE supports:
• Customer experience surveys - Set up and send surveys to customers, after an interaction, to collect feedback about their interaction.
• Customer Experience Journey (CEJ) gadget - Displays all the past survey responses from a customer in a chronological list. The agent and supervisor use this gadget to gain context about the customers past experiences with the business and engage with them appropriately.
• Customer Experience Analytics (CEA) gadget - Displays the overall experience of the customer interaction with agents using industry-standard metrics such as NPS, CSAT, and CES or other KPIs tracked within
Experience Management. This gadget is available for agents and supervisors.
Experience Management Survey
Experience Management post-call survey is used to determine whether the customers are satisfied with their voice call experiences. You can configure Experience Management to initiate this survey when an agent disconnects from the caller. The survey can be done in three modes—voice, SMS, or email.
The CCE script enables or disables voice call survey for each call by testing for conditions and setting an expanded call variable that controls Experience Management. For example, the script can invoke a prompt
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Experience Management Task Flow that asks callers whether they want to participate in a survey. Based on the caller's response, the script sets the expanded call variable that controls whether the call gets transferred to the voice call survey Dialed Number.
You can send post call survey links through email or SMS also. After every call, the customer is provided with a choice to participate in the survey and answer few questions over email or their phone. For more information on how to configure or to associate the survey, refer to the section
Experience Management Voice, SMS and Email Survey, on page 199
Note Experience Management supports G.711 u-law and G.711 a-law codecs.
Experience Management Task Flow
To enable Experience Management Post Call Survey in Cisco Unified CCE, follow this task flow:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Contact your Cisco representative to purchase Experience Management license. After the purchase, you need to provide relevant information about your organization to Experience Management Activation Team. To know more about the information that will be collected, see Prerequisites .
Experience Management Activation Team performs the following actions: a.
Creates accounts and provisions the same.
b.
Creates default spaces and metric groups for your accounts. To know more about creating spaces, see
Space Creation .
c.
Creates standard questionnaires for Experience Management Post Call Survey and publishes the same.
To know more about creating questionnaires, see Questionnaires .
After creating and provisioning the account, you will receive handover emails from the Experience Management
Activation Team. The email contains credentials and other essential information for your account. To know more about provisioning details, see Handover .
Initially, Spaces and Widgets are created by the Experience Management provisioning team. To know more about the different default Widgets, how to export and derive meaningful insights from them, see Experience
Management Gadgets .
To know how to configure additional Widgets in Experience Management, see Experience Management
Gadgets .
Ensure that the Cloud Connect publisher and subscriber are installed. For more information, see the Install
Cloud Connect section in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/ products-installation-guides-list.html
.
Provision Experience Management service using CLI on Cloud Connect. For more information, see
Experience Management Service on Cloud Connect, on page 197
.
Configure Cloud Connect in Operations Console (NOAMP). For details see the section Configure CVP Devices for Cloud Connect in Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/
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Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Step 15 c/en/us/support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
Configure Post Call Survey in CVP. For more information, see
Configure Post Call Survey in CVP, on page
Import the following certificates to the CVP Server:
• Cloud Connect certificate
• Experience Management certificate
For details, see the sections Import Cloud Connect Certificate to Unified CVP Keystore and Import Experience
Management Certificate to Unified CVP Call Server in Configuration Guide for Cisco Unified Customer
Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
Ensure that the threshold properties (in ivr.properties
and sip.properties
files) and proxy settings are configured in CVP for Experience Management. For details, see the section Webex Experience Management Configuration in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html
.
Configure Unified CCE Experience Management. For more information, see the topic
CCE for Experience Management Voice, SMS and Email Survey, on page 199 .
Configure Dialed Number and Call Type for Incoming Call and Experience Management post call survey routing script. For more information, see
Configure Call Type, Dialed Number, and Survey Association, on page 201 .
Modify CCE scripts. For more information, see Modify CCE Scripts for Experience Management Voice, SMS and Email Surveys in Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/ products-user-guide-list.html
.
Associate the CCE script with the Call Type created in the previous step.
Provision Cloud Connect on Cisco Finesse. For more information, see the Cloud Connect Server Settings topic at the Cisco Finesse Administration Guide .
Add Experience Management gadgets into Finesse desktop layout. For more information, see Cisco Webex
Experience Management Gadgets .
Provision Experience Management Service on Cloud Connect
Before provisioning Experience Management service on Cloud Connect, ensure to setup and enable Cloud
Connect. For more information, see the Cloud Connect Administration section in Administration Guide for
Cisco Unified Contact Center Enterprise
Provision Experience Management service using the following CLI on Cloud Connect.
set cloudconnect cherrypoint config
For more commands related to Experience Management service, see the Cloud Connect CLI section in the
Cisco Unified Contact Center Enterprise Installation and Upgrade Guide .
The partner hosted module which is a part of Experience Management Invitations solution is required to send surveys to customers over emails and SMS.
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Configuration Changes in Webex Experience Management
For information about Partner Hosted Module Architecture refer to https://cloudcherry.com/docs/cxsetup/ guides/partnerarchitecture/
For information about how to provision the infrastructure required to deploy the partner hosted components of the Experience Management Invitations module, see https://cloudcherry.com/docs/cxsetup/guides/ partnerinfra/ .
For information about how to deploy the partner hosted components on the Experience Management Invitations module once the infrastructure is provisioned, see https://cloudcherry.com/docs/cxsetup/guides/ partnerdeployment/ .
Configuration Changes in Webex Experience Management
Any configuration changes done in the Webex Experience Management administration interface gets reflected in the on-premise Contact Center integrations after a maximum caching delay.
You observe the caching delay when:
• Modify the questionnaires.
• Adding or removing questions.
• Adding new stock prefill question.
• Updating the tags associated with stock prefill questions. The specific tags that Contact Center integrations use.
• System configuration changes are made to the dispatch.
The maximum caching delay depends on the kind of configuration change. Because the on-premise systems cache, Webex Experience Management configuration, and the maximum delay depend on the cache invalidation period. In cache invalidation, the system invalidates or removes the data from the cache after a specific time interval.
Types of Caches and Cache Invalidation
The different types of caches that are used in the on-premise systems are:
• Prefill Cache if any new tag is not in the cache it's updated. However, if any new questions get added with the tag it reflects only after a cache invalidation period of 24 hours. For example, tag -> List of
Questions
.
Note As the new questions are staff prefill questions, we do not expect it to change often. Hence a delay of 24 hours is acceptable.
• All other caches will be reflected after a cache invalidation period of 1 hour. For example, questionnaire
-> hashScheme dispatchTemplate -> questionnaireDispatchSettings (As obtained from settings API)
The partner hosted module in the Experience Management Invitations solution maintains a cache with maximum delay of 1 hour for the Dispatches list, Settings, Delivery Policy, Active Questions, and Questionnaire APIs.
For more information, see https://cloudcherry.com/docs/cxsetup/guides/partnerarchitecture/
#43-caching-mechanism .
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Configure Unified CCE for Experience Management Voice, SMS and Email Survey
Configure Unified CCE for Experience Management Voice, SMS and Email Survey
Refer to the following procedures to enable the Experience Management voice, SMS and email survey:
•
Configure Expanded Call Variables, on page 199
•
Upload Audio Files for Questions in Experience Management, on page 201
•
Configure Call Type, Dialed Number, and Survey Association, on page 201
•
Associate Survey to Call Type in Unified CCE Admin, on page 202
Configure Expanded Call Variables
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Configuration Manager menu, select Tools > List Tools > Expanded Call Variables List .
The Expanded Call Variables List window appears.
Click Retrieve to view the list of existing ECC variables.
Check if the user.microapp.isPostCallSurvey
variable exists. If the variable does not exist, do the following to create a new variable: a) Click Add .
b) In the Attributes tab that appears, enter user.microapp.isPostCallSurvey
in the Name field.
c) Set Max Length to 1.
d) Check the Enabled check box.
e) Click Save .
When your CCE routing scripts starts, the Post Call Survey field is enabled by default even if user.microapp.isPostCallSurvey
has not yet been set in the script. You can turn off Post Call Survey field in the script by setting user.microapp.isPostCallSurvey
to n . You can later enable Post Call Survey in the same path of the script by setting this variable to y .
Note To enable Experience Management, user.microapp.isPostCallSurvey
must be set to y .
Check if the user.CxSurveyInfo
variable exists. If the variable does not exist, do the following to create a new variable: a) Click Add .
b) In the Attributes tab that appears, enter user.CxSurveyInfo
in the Name field.
c) Set the Max Length to 133 for Type 10 VRUs. For all other routing clients, set Max Length to 80.
d) Check the Enabled check box.
Click Save .
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Configure POD.ID
Step 6
Step 7
Note The newly created ECC variables are added to the default payload list. If you want to save the ECC variables to a different payload list, in the Configuration Manager , navigate to Tools > List Tools
> Expanded Call Variable Payload List and add the ECC variables to the payload list of your choice.
Populate the POD. ID variable.
For more information on populating this variable, refer to the topic
.
Restart the active VRU PG (side A or B) to register the new ECC variable.
If the ECC variable already exists, you can skip this step.
Note The user.microapp.isPostCallSurvey
setting takes effect on Unified CVP only when it receives a connect or temporary connect message. If you do not want the survey to run, without first reaching an agent (such as 'after hours of treatment'), set the isPostCallSurvey to n before the initial 'Run script request'.
Configure POD.ID
Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120.
You can modify the variables only if you have the edit access.
Populate the value in the script with multiple attributes in a key-value pair format. Each key-value pair is seperated with a semi-colon. The following table displays the supported attributes:
Table 8: Variables and their descriptions
Attribute cc_CustomerId
Mobile cc_language
Optin
Description
Unique ID for a customer across multiple channels
Applicable
Chat and Email surveys for Digital
Channels
Email ID of the caller for Email surveys
Phone number for SMS surveys
Email survey for voice channel
SMS survey for voice channel
Language of the survey
For the list of supported languages, refer to the Webex Experience
Management documentation at https://cloudcherry.com/docs/user/ getting-help/
#cloudcherry-language-support
Email, SMS, and Voice surveys for voice channel
Whether to opt in or opt out of the survey
Email, SMS, and Voice surveys for voice channel
Example: cc_CustomerId=xxx;Email=xx;Mobile=xxx;cc_langauge=xxx;Optin=yes/no
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Upload Audio Files for Questions in Experience Management
For more information on Expanded Call Context Variables , see the chapter Configure Variables in the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-contact-center-enterprise/ products-installation-and-configuration-guides-list.html
.
You can also configure POD.ID from CVP Call Studio. For more information, refer to the topic Configure
Call Studio App Data Format in the Scripting and Media Routing Guide for Cisco Unified ICM/Contact
Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-user-guide-list.html
.
Upload Audio Files for Questions in Experience Management
Experience Management allows you to upload the audio files for post call survey.
Note To run post-call voice survey, you must either configure Text-To-Speech(TTS) in the voice browser or upload audio prompts in Experience Management.
Create and configure the questionnaires in Experience Management for sending IVR surveys to the customer.
For more information on Experience Management, refer to https://cloudcherry.com/docs/ccoverview/
For more information on how to create and modify the questionnaires, refer to https://cloudcherry.com/docs/ cxsetup/questionnaires/ .
Configure Call Type, Dialed Number, and Survey Association
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Configuration Manager , navigate to Tools > List Tools > DialedNumber/Script Selector List to create a Call Type.
In DialedNumber/Script Selector List create Incoming Dialed Number and Post Call Survey Dialed
Number .
For more information on how to create a PCS Dialed Number, refer to the section Configure ICM for Post
Call Survey in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/ us/support/customer-collaboration/unified-customer-voice-portal/ products-installation-and-configuration-guides-list.html
.
Click Save . You will be re-directed to the Configuration Manager window.
In Configuration Manager , navigate to Tools > List Tools > Call Type List .
Associate the survey with the last call type before the call is first connected to an agent.
For more information, refer to the topic
Associate Survey to Call Type in Unified CCE Admin, on page 202
.
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Associate Survey to Call Type in Unified CCE Admin
Associate Survey to Call Type in Unified CCE Admin
You can associate the Call Type to the survey only if you have added Cloud Connect in the Inventory page and configured the survey in Webex Experience Management portal.
Note Only one survey can be associated to a Call Type.
Call Types are created and managed in Configuration Manager tool and the survey is associated using the
CCE Admin tool.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CCE Administration , navigate to Overview > Call Settings > Route Settings > Call Types .
The list of all the Call Types are displayed.
For more information on Call Types, refer to the Help in ConfigManager > List Tools > Call Types .
Click on the Call Type which you want to associate to the Survey. Associate the survey with the last call type before the call is first connected to an agent.
Select the Enable Experience Management check box to associate the Webex Experience Management survey.
The Experience Management tab is enabled with the following options:
• Inline Survey (post-call voice survey)
• Deferred Survey (post-call Email and SMS survey)
Click on the magnifying glass icon, and the configured surveys will be populated in the pop-up window.
Select the survey from the pop-up window and click Save .
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Survey
•
•
Digital Channel Survey , on page 203
•
Provision Cloud Connect for Digital Channel Survey, on page 205
•
Configure Unified CCE for Digital Channel Survey , on page 205
•
Configure Expanded Call Variables , on page 205
•
Configure Call Type, Dialed Number, and Survey Association, on page 207
Overview
Digital Channel Survey is initiated when the agent responds to an email/chat from a customer using the
Enterprise Chat and Email gadget. Cisco Webex Experience Management is a Customer Experience
Management (CEM) platform that allows you to see the business from your customers perspective. It provides customer journey experience using the CEJ omni-channel gadget. To learn more about Webex Experience
Management, see https://cloudcherry.com/docs/ccoverview .
With Webex Experience Management, Unified CCE supports:
• Customer experience surveys - Set up and send surveys to customers, after an interaction, to collect feedback about their interaction.
• Customer Experience Journey (CEJ) gadget - Displays all the past survey responses from a customer in a chronological list. The agent and supervisor use this gadget to gain context about the customers past experiences with the business and engage with them appropriately.
• Customer Experience Analytics (CEA) gadget - Displays the overall experience of the customer interaction with agents using industry-standard metrics such as NPS, CSAT, and CES or other KPIs tracked within
Experience Management. This gadget is available for agents and supervisors.
Digital Channel Survey
Email and chat inline surveys are used to determine whether customers are satisfied with their interaction with the agent in resolving their query over an email or chat. The feedback collected through the survey is used by the agents to gain context about the customer in their subsequent interactions and to also improve
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Digital Channel Survey Task Flow (Email/Chat) their own performance. You can configure Enterprise Chat and Email to initiate this survey when the agent sends an email or terminates a chat conversation with a customer. The survey is sent inline in the agents email response to customers who contact them via email, and within the chat window for customers who contact them via chat.
Digital Channel Survey Task Flow (Email/Chat)
To enable Experience Management inline surveys with Enterprise Email and Chat in Cisco Unified CCE, perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Contact your Cisco representative to purchase Experience Management license. Provide relevant information about your organization to Experience Management Activation Team. To know more about the information that will be collected, see Prerequisites .
Experience Management Activation Team performs the following actions: a) Creates account and provisions the same.
b) Creates default spaces and metric groups for your accounts. To know more about creating spaces, see
Space Creation .
c) Creates default questionnaires in Expereince Management suited for inline email and chat survey. To know more about creating your own questionnaires or editing the default ones, see Questionnaires .
After creating and provisioning the account, you will receive handover emails from the Experience Management
Activation Team. The email contains credentials and other essential information for your account. To know more about provisioning details, see Handover .
Initially, Spaces and Widgets are created by the Experience Management provisioning team. To know more about the different default Widgets and how to export and derive meaningful insights from them, see Cisco
Webex Experience Management Gadgets .
To know how to configure other Widgets in Experience Management, see Basic Widget and Composite
Widgets .
Ensure that the Cloud Connect publisher and subscriber are installed. For more information, see the Install
Cloud Connect section in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/ products-installation-guides-list.html
Provision Experience Management service using CLI on Cloud Connect. For more information, see
Cloud Connect for Digital Channel Survey, on page 205
.
Ensure that the Enterprise Chat and Email (ECE) is installed and configured, see the Webex Experience
Manager Integration in Enterprise Chat and Email Administrator’s Guide to Administration Console at https://www.cisco.com/c/en/us/support/contact-center/enterprise-chat-email-12-5-1/model.html
.
Configure Unified CCE Experience Management integration. For more information, see
CCE for Digital Channel Survey , on page 205 .
Configure Call Type and Dialed Number. For more information, see
Configure Call Type, Dialed Number, and Survey Association, on page 207 .
Modify CCE Scripts. For more information, see Modify CCE Scripts for Experience Management Digital
Channel Surveys in Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise
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Provision Cloud Connect for Digital Channel Survey
Step 11
Step 12 at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/ products-user-guide-list.html
.
Associate the CCE script with the Call Type created in the previous step.
Provision Cloud Connect on Cisco Finesse. For more information, see the Cloud Connect Server Settings topic at the Cisco Finesse Administration Guide .
Add Experience Management gadgets into Finesse desktop layout. For more information, see Cisco Webex
Experience Management Gadgets .
Provision Cloud Connect for Digital Channel Survey
Before provisioning Cloud Connect for Experience Management service, ensure to setup and enable Cloud
Connect. For more information, see the Cloud Connect Administration section in Administration Guide for
Cisco Unified Contact Center Enterprise
Note Ensure that you have installed the self-signed certificates for Cloud Connect. For more information, see the
Self-Signed Certificates section in the Cisco Unified Contact Center Enterprise Installation and Upgrade
Guide .
Provision Experience Management service using the following CLI on Cloud Connect.
set cloudconnect cherrypoint config
For more commands related to Experience Management service, see the Cloud Connect CLI section in the
Cisco Unified Contact Center Enterprise Installation and Upgrade Guide .
Configure Unified CCE for Digital Channel Survey
Refer to the following procedures to enable the Experience Management email and chat survey:
•
Configure Expanded Call Variables , on page 205
•
Configure Call Type, Dialed Number, and Survey Association, on page 207
•
Associate Survey to Call Type in Unified CCE Admin, on page 208
Configure Expanded Call Variables
Procedure
Step 1
Step 2
In the Configuration Manager menu, select Tools > List Tools > Expanded Call Variable List .
The Expanded Call Variable List window appears.
Click Retrieve to view the list of existing ECC variables.
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Configure Expanded Call Variables
Step 3
Step 4
Step 5
Step 6
Step 7
Check if the user.microapp.isPostCallSurvey
variable exists. If the variable does not exist, do the following to create a new variable: a) Click Add .
b) In the Attributes tab that appears, enter user.microapp.isPostCallSurvey
in the Name field.
c) Set Max Length to 1.
d) Check the Enabled check box.
e) Click Save .
When your CCE routing scripts starts, you can turn off Post Call Survey field in the script by setting user.microapp.isPostCallSurvey
to n . You can later enable Post Call Survey in the same path of the script by setting this variable to y .
Note In the script, set the user.microapp.isPostCallSurvey
before routing it to the agent.
Note To enable Experience Management, user.microapp.isPostCallSurvey
must be set to y .
Check if the user.CxSurveyInfo
variable exists. If the variable does not exist, do the following to create a new variable: a) Click Add .
b) In the Attributes tab that appears, enter user.CxSurveyInfo
in the Name field.
c) Set Max Length to 80.
d) Check the Enabled check box.
Click Save .
Note The newly created ECC variables are added to the default payload list. If you want to save the ECC variables to a different payload list, in the Configuration Manager , navigate to Tools > List Tools
> Expanded Call Variable Payload List and add the ECC variables to the payload list of your choice.
Note You can use several ECC payloads in the same call flow, but only one ECC payload has scope at a given moment. For more information, see ECC Payloads sections in Configuration Guide for
Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/ products-installation-and-configuration-guides-list.html
Populate the POD. ID variable.
For more information on populating this variable, refer to the topic
Configure POD.ID , on page 207 .
Restart the active VRU PG (side A or B) to register the new ECC variable.
If the ECC variable exists, you can skip this step.
Note The user.microapp.isPostCallSurvey
setting takes effect on Unified CVP only when it receives a connect or temporary connect message. If you don’t want the survey to run, without first reaching an agent (such as 'after hours of treatment'), set the isPostCallSurvey to n before the initial 'Run script request'.
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Configure POD.ID
Configure POD.ID
Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120. Enable the POD.ID variable to edit its length.
You can modify the variables only if you have the edit access.
Populate the value in the script with multiple attributes in a key-value pair format. Each key-value pair is seperated with a semi-colon. These attributes are sent to the Webex Experience Management as prefills when
ECE initiates the survey. The following table displays the supported attributes:
Table 9: Variables and their descriptions
Attribute cc_CustomerId
Mobile
Description
Unique ID for a customer across multiple channels
Applicable
Chat and Email surveys for Digital
Channels
Email ID of the customer for Email survey across multiple channels
Chat and Email surveys for Digital
Channels
Phone number for Chat surveys Chat and Email surveys for Digital
Channels
Example: cc_CustomerId=xxx;Email=xx;Mobile=xxx;
For more information on setting the ECC variables used in the example, see Modify CCE Scripts for Experience
Management Digital Channel Surveys in Scripting and Media Routing Guide for Cisco Unified ICM/Contact
Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-user-guide-list.html
.
For more information on Expanded Call Context Variables , see the chapter Configuring Variables in the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/ support/customer-collaboration/unified-contact-center-enterprise/ products-installation-and-configuration-guides-list.html
.
Configure Call Type, Dialed Number, and Survey Association
Procedure
Step 1
Step 2
Step 3
In ICM Configuration Manager, navigate to Tools > List Tools > Call Type List to create a Call Type.
Associate the survey with the last call type before the email/chat is handled by the agent.
For more information, refer to the topic
Associate Survey to Call Type in Unified CCE Admin, on page 208
.
Create a Dial Number in ICM Configuration Manager and associate it with Call type (created in Step 1) for email and chat.
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Associate Survey to Call Type in Unified CCE Admin
Associate Survey to Call Type in Unified CCE Admin
You can associate the survey to the Call Type only if you have added Cloud Connect to the Inventory page in CCE Admin and configured the survey in Webex Experience Management portal.
Note Only inline surveys can be associated to a Call Type associated with digital channels.
Call Types are created and managed in Configuration Manager tool and the survey is associated using the
CCE Admin tool.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CCE Administration , navigate to Overview > Call Settings > Route Settings > Call Type .
The list of all the Call Type are displayed.
For more information on Call Types, refer to the Help in Configuration Manager > Tools > List Tool >
Call Type List .
Click on the Call Type which you want to associate to the Survey.
Select the Enable Experience Management check box to associate the Webex Experience Management survey.
a) The Experience Management tab is enabled with the following options:
• Inline Survey
• Deferred Survey
Select Inline Survey for email and chat.
• Click on the magnifying glass icon, and the configured surveys will be populated in the pop-up window.
Select the survey from the pop-up window and click Save .
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•
•
•
How Whisper Announcement Works, on page 218
Capabilities
Whisper Announcement plays a brief, prerecorded message to an agent just before the agent connects with each caller. The announcement plays only to the agent; the caller hears ringing (based on existing ring tone patterns) while the announcement plays.
The content of the announcement can contain information about the caller that helps prepare the agent to handle the call. The information can include caller language preference, choices the caller made from a menu
(Sales, Service), customer status (Platinum, Gold, Regular), and so on.
After Whisper Announcement is enabled, the played announcements are specified in the call routing scripts.
The determination of which announcement to play is controlled in the script and is based on various inputs, such as the dialed number, a customer ID look up in your customer database, or selections you made from a
VRU menu.
Functional Limitations
Whisper Announcement is subject to these limitations:
• Announcements do not play for outbound calls made by an agent. The announcement plays for inbound calls only.
• For Whisper Announcement to work with agent-to-agent calls, use the SendToVRU or
TranslationRouteToVRU node before you transfer the call to the agent. Transfer the call to Unified CVP before you transfer the call to another agent. Then, Unified CVP can control the call and play the announcement, regardless of which node transfers the call to Unified CVP.
• Announcements do not play when the router selects the agent through a label node.
• CVP Refer Transfers do not support Whisper Announcement.
• Whisper Announcement supports Silent Monitoring (CTI OS and Unified CM-based) with this exception:
For Unified Communications Manager-based Silent Monitoring, supervisors cannot hear the
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Deployment Tasks announcements themselves. The supervisor desktop dims the Silent Monitor button while an announcement plays.
• Only one announcement can play for each call. While an announcement plays, you cannot put the call on hold, transfer, or conference; release the call; or request supervisor assistance. These features become available again after the announcement completes.
• The codec settings for Whisper Announcement recording and the agent's phone must match. For example, if Whisper Announcement is recorded in G.711 ALAW, the phone must also be at G.711 ALAW. If
Whisper Announcement is recorded in G.729, the phone must support or connect using G.729.
• In an IPv6-enabled environment, Whisper Announcement might require extra Media Termination Points
(MTPs).
Deployment Tasks
The following list shows the high-level tasks that are required to deploy Whisper Announcement. Individual steps are covered in more detail in later sections.
1.
Ensure your deployment meets the baseline requirements for software, hardware, and configuration described in the System Requirements and Limitations section. See the Solution Design Guide for Cisco
Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-implementation-design-guides-list.html
.
2.
Create Whisper Announcement Audio Files, on page 210
.
3.
Deploy Whisper Announcement Audio Files to Media Server, on page 211 .
4.
Configure Whisper Service Dialed Numbers, on page 211 .
5.
Add Whisper Announcement to Routing Scripts, on page 213 .
6.
Fail-Safe Timeout for Whisper Announcement in Unified CCE, on page 215 .
Example scripts that enable Whisper Announcement are installed with your system. For information about these scripts and how to access them, see
Whisper Announcement Sample Scripts, on page 216
.
Create Whisper Announcement Audio Files
You must create audio files for each different Whisper Announcement you want to use on your system; for example, “Sales, English” or “Soporte Técnico en Español.” Create the files using the recording tool of your choice.
When recording your files, follow these rules:
• The media files must be in wave (.wav) format. Your wave files must match Unified CVP encoding and format requirements (G729, CCITT G.711 A-Law and U-law 8 kHz, 8 bit, mono).
• To avoid cutting off files when they are played, make sure they do not exceed the Whisper Announcement play limit (15 seconds).
• Test your audio files. Ensure that they are not cut off and that they are consistent in volume and tone.
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• To reduce the likelihood of scripting errors, decide ahead of time on a file-naming convention that is easy for you and others to remember. For example, en_sales.wav, sp_support.wav.
Deploy Whisper Announcement Audio Files to Media Server
Deploy your whisper audio files to your Unified CVP media server using whatever file-transfer method you prefer. The most important consideration is where on the server to place the files. HTTP requests for media server audio files are constructed as http://<media_server>/<locale_directory>/<application_directory>/<file_name>.
The CVP defaults for the locale and application directories are en-us/app . Unified CCE automatically adds en-us/app to the server name when making HTTP requests for media files.
For example, if:
• The script node that defines the media server has a value of http://myserver.mydomain.com
and
• The script node that defines the audio file to play has a value of en_sales.wav
Then the HTTP request for the file is automatically constructed as http://myserver.mydomain.com/en-us/app/en_sales.wav
If you store your files in a different locale and application directory, your routing scripts must include variable nodes that define those alternate locations. Make note of the directories in which you place your files and communicate the locations to your script authors.
Make sure that the directories in which you deploy your files have the appropriate permissions to allow Read access.
CVP with the Streaming Audio (Helix) and Whisper Announcement
You must set the user.microapp.media_server
variable, to point to the whisper announcement .wav file, for the CVP Whisper Announcement feature to work while Streaming Audio feature (using Helix) is also on.
This is achieved by setting the Call.WhisperAnnouncement
variable to the complete URL of the whisper announcement wav file. The Call.WhisperAnnouncement
variable should be put in using the http://<VXMLserverip>:7000/CVP/audio/XXX.wav
URL format.
Using a Default Media Server
Optionally, CVP lets you define a default media server. (You do this in the CVP Operations Console; see your CVP documentation for more information.) If a default media server is defined in CVP, script authors need not identify the media server in their call routing scripts provided the files that they request are available from that server.
Configure Whisper Service Dialed Numbers
For Whisper Announcement, Unified CVP uses two different dialed numbers when transferring a call to an agent:
• The first number calls the ringtone service that the caller hears while the whisper plays to the agent. The
CVP default for this number is 91919191.
• The second number calls the whisper itself. The Unified CVP default for this number is 9191919100.
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Configure Dialed Numbers
Note Whisper Announcement dialed number is always an extension of the Ringtone dialed number with an extra two zeros at the end.
For Whisper Announcement to work, your dial plan must include both of these numbers. The easiest way to ensure coverage is through the use of wild cards such as 9191*.
Configure Dialed Numbers
You configure the dialed numbers for Whisper Announcement in the Unified CVP Operations Console at
System > Dialed Number Pattern > Add new . For the Dialed Number Pattern Types, select Enable Local
Static Route . Once Enable Local Static Route is checked, select either Route to Device or Route to SIP
Server Group for VXML gateways. Then save and deploy the dialed number.
It may be necessary to override the dialed number plan for the default Whisper DN, if the default DN conflicts with the overall dial number plan.
Change the Whisper Announcement Default Dialed Number
To override the DN pattern from the SIP subsystem level in CVP OAMP:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Select Device Management > Unified CVP Server .
Select the Call Server on which to override the default whisper DN.
Select the SIP tab.
Override the default value of 91919191 configured under the DN on the Gateway to play the ringtone field.
Click Save & Deploy .
Configure Ringtone Dialed Number
To configure the Ringtone dialed number in the CVP Operations Console:
1.
Select Device Management > Unified CVP Server .
2.
Select the Call Server on which you want to configure the settings.
3.
Select the SIP tab.
4.
In the DN on the Gateway to play the ringtone field, configure the default Ringtone dialed number
Pattern.
Dialed Number in the Dial-Peer
In addition to configuring the dial plan in Unified CVP, examine your IOS dial-peer. Make sure that the dialed number setting in your dial-peer configuration accommodates both of the whisper service dialed numbers.
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Add Whisper Announcement to Routing Scripts
Add Whisper Announcement to Routing Scripts
To enable Whisper Announcements, use the Script Editor to modify your routing scripts as follows:
• Specify the WhisperAnnouncement call variable
• Specify the Unified CVP media server and location of whisper audio files
• Specify other required variables
For more information, see
Whisper Announcement Sample Scripts, on page 216
.
Specify WhisperAnnouncement Call Variable
To include Whisper Announcement in a script, insert a Set Variable node that references the
WhisperAnnouncement call variable. The WhisperAnnouncement variable causes a whisper to play and specifies the audio file it should use. Typically, you use a single whisper prompt for a single call type. As a result, you use only one WhisperAnnouncement set node for each script. However, as needed, you can set the variable at multiple places in your scripts to allow different announcements to play for different endpoints.
For example, for skills-based routing, you can specify the variable at each decision point used to select a particular skill group or Precision Queue.
Note Only one Whisper Announcement can play for each call. If a script references and sets the
WhisperAnnouncement variable more than once in a single path through a script, the last value to be set is the one that plays.
Use these settings in the Set Variable node for Whisper Announcement:
• Object Type: Call.
• Variable: Must use the WhisperAnnouncement variable.
• Value: Specify the filename of the whisper file. For example: “my_whisper.wav” or “my_whisper”.
• Specify the filename only, not its path.
• You must enclose the filename in quotation marks.
• The filename is not case sensitive.
• The filename cannot include spaces or characters that require URL encoding.
• The .wav extension is optional. If you omit it, Unified CVP adds it automatically in the HTTP request.
Specify Unified CVP Media Server Information
If you define a default media server in your CVP Operations Console and it is the server from which you serve your whisper files, then you need not specify the media server in your routing scripts. However, if you do not define a default media server, or if you store your whisper file on a server other than the default, then your scripts must include a Set Variable node that identifies that server.
To specify your media server, use the following settings in the Set Variable node:
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Specify Whisper File Locale and Application Directories
• Object Type: Call.
• Variable: Must use the user.microapp.media_server ECC variable.
• Value: Specify the HTTP path to the server. For example: “http://myserver.mydomain.net.” You must enclose the path in quotes.
• Alternately you can specify an IP address in place of a DNS. Include the listening port number if the media server web server listens on a port other than 80 (for HTTP) or 443 (for HTTPS).
Specify Whisper File Locale and Application Directories
CVP uses a default storage directory for media files: <web_server_root>/en-us/app. To take advantage of this, Unified CCE call routing scripts automatically add “en-us/app,” to the server name when constructing
HTTP requests for media files. For example:
• If the script node that defines the media server has a value of “http://myserver.mydomain.com” and...
• The script node that defines which audio file to play has a value of “en_sales.wav,” then...
• The HTTP request for the file is automatically constructed as http://myserver.mydomain.com/en-us/app/en_sales.wav
If your whisper audio files are stored in a different locale directory, you must add a Set Variable node to your script that identifies the locale directory. Similarly, if your whisper files are stored in a different application directory, you must add a Set Variable node that identifies that directory.
Specify Locale Directory
Use these settings in the Set Variable node to specify your locale directory:
• Object Type: Call.
• Variable: Must use the user.microapp.locale ECC variable.
• Value: Specify the directory name. For example: “pt-br,” You must enclose the path in quotes.
Specify Application Directory
Use these settings in the Set Variable node to specify your application directory:
• Object Type: Call.
• Variable: Must use the user.microapp.app_media_lib ECC variable.
• Value: Specify the directory name. For example: to use a directory “wav_files” in place of the default directory “app,” enter “wav_files.” To use a sub-directory “wav_files” “app,” enter “app/wav_files.”
You must enclose the path in quotes.
Variable Length for Media Server Locale and Application Directory Variables
If you do include Set Variable nodes for the media server, locale, or application directories, ensure that the values you set for them do not exceed the Maximum Length settings for their corresponding ECC variables.
For example, if you include a Set Variable node for the media server with a value of
“http://mysubdomain.mydomain.co.uk,” the string is 33 characters long. Therefore, the Maximum Length setting for the user.microapp.media_server ECC variable must be 33 or greater. If it is not, you must increase
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Test Whisper Announcement File Path the Maximum Length setting. Otherwise, the server name is truncated in the HTTP request for the file and the file is not found. You configure ECC variables in the Unified CCE Configuration Manager at List Tools
> Expanded Call Variables List.
Test Whisper Announcement File Path
To test the path to the whisper file that you defined in you script variables, enter the complete URL into a browser. The .wav file should play. For example:
• If your script includes: default media server + default locale + default application directory + whisper.wav, then the path is “http://<default_media_server>/en-us/app/whisper.wav”
• If your script includes: http://my_server.my_domain.com + default locale + “app/wav_files” + whisper.wav, then the path is “http://my_server.my_domain.com/en-us/app/wav_files/whisper.wav”
Other Script Settings That Are Required for Whisper Announcement
These additional settings are required for Whisper Announcement to work:
• Enable Target Requery on all script nodes that follow the WhisperAnnouncement variable and target an agent. These include Queue (to Skill Group or Precision Queue), Queue Agent, Route Select, and Select.
If Target Requery is not enabled, the Whisper Announcement does not play.
• When you run an agent transfer or a conference script, use a SendToVRU, a TranslationToVRU, or a
Run Script Request node before you target an agent.
Fail-Safe Timeout for Whisper Announcement in Unified CCE
Unified CVP sends one message to Unified CCE each time a Whisper Announcement begins and a second message when the announcement ends. The time stamps from these messages are used to calculate Whisper
Announcement data in Unified CCE reports.
If Unified CVP fails to send a Whisper Announcement end message toUnified CCE, the following occurs:
• Unified CCE cannot accurately calculate the whisper length, thus skewing report data.
• The agent cannot control the call (for example, put it on hold or transfer it) because these controls are disabled while a Whisper Announcement is playing.
To prevent this, Unified CCE has a Whisper Announcement timeout setting. The value for this setting represents the maximum Whisper Announcement play time that Unified CCE uses to calculate its report data.
The default is 20 seconds. This default is based on the default Whisper Announcement play time (specified in Unified CVP) of 15 seconds. The extra 5 seconds in the Unified CCE fail-safe timeout is a buffer against latency. If you modify the maximum Whisper Announcement play time in Unified CVP, modify the Unified
CCE Whisper Announcement fail-safe timeout accordingly.
The Unified CCE Whisper Announcement fail-safe timeout value should be equal to or greater than the maximum Whisper Announcement play time setting in Unified CVP. Otherwise, Whisper Announcement play time in Unified CCE reports are under-reported.
To change the fail-safe timeout value, complete the following steps for theUnified CCE peripheral by using the PG explorer tool:
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Whisper Announcement Sample Scripts
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified CCE Configuration, select Tools > Explorer Tools > PG Explorer .
Click Retrieve to return a list of PGs (Peripheral Gateways).
Double-click the agent PG to expand it, and select the peripheral with client type CUCM or UCCE system .
On the Peripheral tab, enter the following text in the Configuration Parameters field:
/WHSTMOUT <value in seconds>
Once you are finished, click Save .
Whisper Announcement Sample Scripts
Unified CCE includes sample routing scripts that demonstrate Whisper Announcement. You can use them as learning tools and as models for your own Whisper Announcement scripts. They are the following:
• WA.ICMS
—This script plays a Whisper Announcement.
• WA_AG.ICMS— This script plays both a Whisper Announcement and an Agent Greeting to play on the same call flow.
The script files are located in the c:\icm\bin directory. In Unified CCE Script Editor, they are installed to the application root directory.
Note To use these scripts you must have a default media server configured in Unified CVP, and have the Whisper file stored in the default location on the media server. For that reason, they do not include variables that specify the media server, locale, or application directories.
WA.ICMS Script
This script sets up a Whisper Announcement by setting the Whisper Announcement variable to the desired wave file and then queuing the call to a skill group or Precision Queue. After an agent is selected from the skill group or Precision Queue and the call routed to the agent, the whisper plays to the agent.
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WA_AG.ICMS Script
WA_AG.ICMS Script
This script causes both a Whisper Announcement and an Agent Greeting to play.
Import Sample Whisper Announcement Scripts
To view or use the sample Whisper Announcement scripts, you must first import them into Unified CCE
Script Editor. Follow this procedure to import the scripts:
Procedure
Step 1
Step 2
Open Script Editor.
Select File > Import Script and select the first of the two scripts to import.
In addition to importing the script, Script Editor tries to map imported objects. Some objects that are referenced in the sample scripts, such as the external Network VRU scripts or the skill groups or Precision Queues, do not map successfully. You must create these maps manually or change these references to point to existing
Network VRU scripts, skill groups, and Precision Queues in your system.
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How Whisper Announcement Works
Step 3 Repeat steps 2 and 3 for the remaining script.
How Whisper Announcement Works
Whisper Announcement Audio File
You store and serve your Whisper Announcement audio files from the Cisco Unified Contact Center Enterprise
(Unified CCE) media server. This feature supports only the wave ( .wav
) file type. The maximum play time for a Whisper Announcement is subject to a timeout. Playback terminates at the timeout regardless of the actual length of the audio file. The default timeout is 15 seconds. In practice, you may want your messages to be much shorter than that, 5 seconds or less, to shorten your call-handling time.
While a Whisper Announcement Is Playing
Only one Whisper Announcement can play for each call. While a Whisper Announcement is playing, you cannot put the call on hold, transfer, conference, or release the call, or request supervisor assistance. These features become available again after the whisper is complete.
Whisper Announcement with Transfers and Conference Calls
When an agent transfers or initiates a conference call to another agent, the second agent hears an announcement if the second agent's number supports Whisper Announcement. In the case of consultative transfers or conferences, while the whisper plays, the caller hears whatever normally plays during hold. The first agent hears ringing. In the case of blind transfers, the caller hears ringing while the whisper announcement plays.
Whisper Announcement Call Flow
Following is a Whisper Announcement call flow diagram accompanied by a description of the steps.
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Reporting and Serviceability
1. CVP receives a new call from the PSTN.
2 - 3. CVP sends the new call to the VRU PIM and the VRU PIM sends the new call to the Unified CCE router.
4. If an agent is available, the router reserves the agent.
5 - 6. The router sends a label with a whisper prompt to CVP.
7. CVP sends the call to Unified CM.
8 - 9. The agent receives and answers the call.
10. Unified CM sends the established event to the agent PIM. The agent PIM holds the event until the Whisper
Announcement is done playing.
11. CVP tells the VXML gateway to play ringback to the caller and the Whisper Announcement to the agent.
After the Whisper Announcement plays, CVP connects the agent to the customer and notifies Unified CCE.
12. The agent PIM gets notification that Whisper Announcement is complete and sends the established event to the agent desktop.
Reporting and Serviceability
Whisper time is not specifically broken out in Unified CCE reports. In agent, skill group, and Precision Queue reports, the period during which the announcement plays is reported as Reserved agent state time. In the
Termination Call Detail records, it is treated as Ring Time.
Serviceability for Whisper Announcement includes system events to indicate reasons for Whisper
Announcement failures and counters to track the number of failed whisper events.
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Component Failure and Whisper Announcement
Component Failure and Whisper Announcement
Failure to Access CVP Media Server
If the connection to the CVP media server fails, or if a requested whisper audio file cannot be found, the call proceeds normally without Whisper Announcement.
Whisper Announcement in Agent Desktop Software
No configuration is needed to integrate Whisper Announcement with agent desktop software. While a whisper is playing, software on the agent desktop shows the call in the Ring state. Desk phones show the call in the
Talking state.
Using Agent Greeting with Whisper Announcement
You can use Agent Greeting along with the Whisper Announcement feature. Consider the following when you use them together:
• On the call, the Whisper Announcement always plays first before the greeting.
• To shorten your call-handling time, you may want to use shorter whispers and greetings than you might if you were using either feature by itself. A long whisper followed by a long greeting means a long wait before an agent handles a call.
• Usually, agents that use Whisper Announcement handle different types of calls: for example, "English,
Gold Member, Activate Card, Spanish, Gold Member, Report Lost Card, English, Platinum Member,
Account Inquiry." Ensure the greetings your agents record are generic enough to cover the range of customer calls they handle.
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Key features
Agent Answers: AI-powered real-time suggestions for agents.
Agent Greeting: Automated personalized messages for callers.
Call Transcription: Real-time transcription of agent-caller conversations.
Precision Queue: Attribute-based routing for efficient call distribution.
Single Sign-On: Streamlined authentication for agents and supervisors.
Task Routing: Manages non-voice tasks with skill group and precision queue routing.
Virtual Assistant–Voice: AI-driven voice assistant integration for caller interaction.
Webex Experience Management Integration: Surveys and feedback management.
Whisper Announcement: Plays context-specific announcements to agents before connecting to a caller.
Frequently asked questions
The Agent Answers feature provides relevant suggestions and recommendations in real-time to agents, based on the ongoing conversation with the caller, to enhance customer experience and potentially reduce training costs.
Prerequisites for Agent Answers include using Virtual CUBE (vCUBE) based on CSR8Kv platforms running Cisco IOS XE 17.5 EFT image, with CCE components (Router, Logger, AW, PG), Cisco Finesse, Cisco Unified CVP, and Cloud Connect all on release 12.6(1).
The Agent Greeting feature allows an agent to record a message that plays automatically to callers when they connect. This provides a clear, consistent introduction and gives the agent a moment to review screen popups.
For local agents, phones used with Agent Greeting must be IP Phones with the Built-In Bridge (BIB) feature enabled.
User questions
