Cisco Webex Contact Center Guide
Cisco Webex Contact Center is a cloud-based contact center solution that helps businesses deliver exceptional customer experiences. It offers a range of features to enhance customer interactions, including:
-
Omnichannel support: Handle customer inquiries across multiple channels, including phone, email, chat, and social media, from a single interface.
-
AI-powered virtual agents: Automate routine tasks and provide 24/7 support to customers, freeing up agents to focus on complex inquiries.
-
Real-time analytics and reporting: Gain valuable insights into customer interactions and agent performance with comprehensive analytics and reporting tools.
विज्ञापन
विज्ञापन
Cisco Webex Contact Center Voice Onboarding Guide
First Published: 2020-12-02
Last Modified: 2021-09-30
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS,
INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,
EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH
THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY,
CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS" WITH ALL FAULTS.
CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT
LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS
HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.
All printed copies and duplicate soft copies of this document are considered uncontrolled. See the current online version for the latest version.
Cisco has more than 200 offices worldwide. Addresses and phone numbers are listed on the Cisco website at www.cisco.com/go/offices.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: https://www.cisco.com/c/en/us/about/legal/trademarks.html
. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1721R)
© 2020–2021 Cisco Systems, Inc. All rights reserved.
C O N T E N T S
C H A P T E R 1
C H A P T E R 2
C H A P T E R 3
C H A P T E R 4
Provision Voice for Cisco Webex Contact Center 1
Callers Are in One Region and Agents Are in Multiple Regions 4
Callers and Agents Are in Multiple Regions 5
Considerations for Agents in India 5
Communications, Services, and Additional Information 6
Webex Contact Center Call Flow 9
Conference and Consult Transfer 11
Callback or Outbound Call to PSTN 12
CUBE License and Sizing Requirements 15
Supported Connectivity Types 17
Cisco Webex Contact Center Voice Onboarding Guide iii
Contents
C H A P T E R 5
C H A P T E R 6
C H A P T E R 7
C H A P T E R 8
C H A P T E R 9
Component Redundancy Introduction 25
Redundancy Across Enterprise Data Centers Within a Geographic Region 25
Enterprise CUBE to Webex Contact Center Configuration Example 27
Enter Global Configuration Mode 27
Secure SIP Trunk Between CUBE and Webex Contact Center 31
Configure a SIP Trunk for Your Tenant 33
Webex Contact Center Regions 34
Webex Contact Center Glossary 35
iv
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
1
Provision Voice for Cisco Webex Contact Center
•
•
Multiregion Support, on page 4
•
•
•
Communications, Services, and Additional Information, on page 6
•
Documentation Feedback, on page 7
Overview
Customer enterprises can use a Cisco Unified Border Element (CUBE) as the session border controller (SBC) to connect to Cisco Webex Contact Center. The enterprise CUBE connects to a carrier for PSTN or VoIP connectivity on one side and to Webex Contact Center on the other side to enable cloud contact center services.
Both inbound and outbound calls to Webex Contact Center route through the enterprise CUBE. The customer provides the SIP trunk, activated bidirectionally by both the service provider and Webex Contact Center, to enable the call traffic between the platforms. For more information about CUBE, see the Cisco Unified Border
Element Configuration Guide in https://www.cisco.com/c/en/us/support/unified-communications/ unified-border-element/products-installation-and-configuration-guides-list.html
.
Cisco Webex Contact Center Voice Onboarding Guide
1
Overview
Figure 1: Cisco Service Provider or Enterprise Architecture
Provision Voice for Cisco Webex Contact Center
Either the service provider or the customer enterprise can own and operate the CUBE and the Private Branch
Exchange (PBX). In this case:
• All inbound calls to Webex Contact Center come through the carrier at the enterprise CUBE.
• Webex Contact Center sends all outbound calls, whether to customers or agents, through the enterprise
CUBE.
• Webex Contact Center works with the service provider to bill the customer directly for PSTN usage, without going through Webex Contact Center billing.
Webex Contact Center supports CUBE, Virtual CUBE (vCUBE), and third-party SBC.
When the service provider owns the SBC and PBX, Webex Contact Center provides a SIP header to identify the customer enterprise to the service provider. Service providers configure the specific SIP header through the Application Service Provider dashboard.
Webex Contact Center supports these SIP headers:
2
Cisco Webex Contact Center Voice Onboarding Guide
Provision Voice for Cisco Webex Contact Center
Audience
• Diversion
• PAI
• OTG
• DTG
• TGRP
• RPID
In some cases, the customer enterprise owns and operates the CUBE and the PBX, which eliminates the need for a SIP header.
Figure 2: Customer Enterprise Architecture
Audience
This document is intended for users who use Cisco Webex Contact Center.
Cisco Webex Contact Center Voice Onboarding Guide
3
Provision Voice for Cisco Webex Contact Center
Change History
Change History
This table lists changes made to this guide after the initial release. The most recent changes appear at the top.
Change See Date
Multiregion Support
New section
Document restructure
Included a new chapter
Multiregion Support, on page 4
Webex Contact Center Glossary, on page 35
Several chapters were restructured.
Types of Connectivity, on page 17
September 2021
September 2021
August 2021
Multiregion Support
Webex Contact Center with Cisco Webex Calling Telephony supports multiple regions (either countries or parts of countries) for the agents and callers. The following scenarios are supported:
• Callers are from one region and agents are in multiple regions
• Callers and agents are in multiple regions
In these scenarios, both inbound calls and outdial calls are supported. For inbound calls, the callers call into the Cloud Connected PSTN (CCP) or the Local Gateway (LGW) setup. These calls are routed to the agents.
Agents can make outdial calls to any region.
The agents belong to different locations as configured in Control Hub. The agents are configured with the number and extension for their location.
Inbound numbers are associated with the regions in Control Hub. Calls route to the agents according to the routing strategy configured in Webex Contact Center.
The following sections discuss the scenario details and considerations for agents in India.
Callers Are in One Region and Agents Are in Multiple Regions
In this scenario, the contact center has agents in different regions and associated with several data centers.
The callers are from a single region.
The callers call the contact center. Their calls are routed to the contact center and based on time-of-day configuration, the calls are routed to available agents in one of the regions.
To support this scenario:
• The contact center uses Webex Calling (VPOP Bridge or LGW).
• If the agent endpoint is a Bring Your Own (BYO) PSTN, the call is a local call from the voice platform for the agent’s region.
• If the agent endpoint is an IP-Connected device (for example, an Cisco IP Phone or the Webex Calling app), the call may be local from the voice platform for the agent’s region.
• The agent desktop URL is in the same region as the agent.
4
Cisco Webex Contact Center Voice Onboarding Guide
Provision Voice for Cisco Webex Contact Center
Callers and Agents Are in Multiple Regions
The above scenario is for an inbound voice call, but the similar scenario for outdial calls is supported.
Callers and Agents Are in Multiple Regions
In this scenario, the contact center has agents in multiple regions and associated with several data centers.
The callers are from multiple regions.
The callers call the contact center. Their calls are routed to the contact center and based on time-of-day configuration, the calls are routed to available agents in one of the regions.
To support this scenario:
• The contact center uses Webex Calling (VPOP Bridge or LGW).
• If the agent endpoint is a Bring Your Own (BYO) PSTN, the call is a local call from the voice platform for the agent’s region.
• If the agent endpoint is an IP-Connected device (for example, a Cisco IP Phone or the Webex Calling app), the call may be local from the voice platform for the agent’s region.
• The agent desktop URL is in the same region as the agent.
The above scenario is for an inbound voice call, but the similar scenario for outdial calls is supported.
Considerations for Agents in India
The following rules apply for agents in India.
1.
If a call is routed to India through the PSTN, the call must stay on the PSTN. This includes calls that route to India from the PSTN, are routed to a local Cisco Unified Communication Manager, and then handled by an agent. The agent must be on the PSTN.
2.
If a call is routed to India through VoIP, the call must stay on VoIP.
Calls outside of India can interconnect in any way. For example, a call may be routed to the US through the
PSTN, and then routed to India by VoIP. However, after this call arrives in India, it must stay as a VoIP call.
Related Documents
To view the list of Cisco Webex Contact Center documents, go to page https://www.cisco.com/c/en/us/support/ customer-collaboration/webex-contact-center/series.html
.
Conventions
This guide uses the following conventions.
Cisco Webex Contact Center Voice Onboarding Guide
5
Provision Voice for Cisco Webex Contact Center
Communications, Services, and Additional Information
Convention boldface font italic font window font
Description
Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:
• Choose Edit > Find
• Click Finish .
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.
• For emphasis. Example: Do not use the numerical naming convention.
• An argument for which you must supply values.
Example:
IF ( condition, true-value, false-value )
• A book title. Example:
See the Cisco Webex Contact Center Getting
Started Guide .
Window font, such as Courier, is used for the following:
• Text as it appears in code or information that the system displays. Example:
<html><title> Cisco Systems,Inc.
</title></html>
• File names. Example: tserver.properties
.
• Directory paths. Example:
C:\Program Files\Adobe
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 .
6
Cisco Webex Contact Center Voice Onboarding Guide
Provision Voice for Cisco Webex Contact Center
Documentation Feedback
• 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.
Documentation Feedback
Provide your comments about this document to: mailto:[email protected]
.
Cisco Webex Contact Center Voice Onboarding Guide
7
Documentation Feedback
Provision Voice for Cisco Webex Contact Center
8
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
2
Webex Contact Center Call Flow
•
Call Flow Introduction, on page 9
•
Inbound Call to an IVR, on page 9
•
Inbound Call to an Agent, on page 10
•
Conference and Consult Transfer, on page 11
•
Callback or Outbound Call to PSTN, on page 12
Call Flow Introduction
Inbound and outbound calls to Webex Contact Center come through a carrier, which is routed through the
Enterprise and Cisco Unified Border Element (CUBE). Every call can include multiple sessions, depending on the call flow. The following sections describe some typical call flows.
Inbound Call to an IVR
An inbound call from the caller to the Webex Contact Center Voice Post Office Protocol (VPOP) creates a single session in the enterprise CUBE and a single session in the Webex Contact Center CUBE.
Cisco Webex Contact Center Voice Onboarding Guide
9
Inbound Call to an Agent
Figure 3: Inbound Call to IVR
Webex Contact Center Call Flow
Inbound Call to an Agent
An inbound call to an agent adds an outbound session in the Webex Contact Center CUBE and a single session in the enterprise CUBE.
10
Cisco Webex Contact Center Voice Onboarding Guide
Webex Contact Center Call Flow
Figure 4: Inbound Call to an Agent
Conference and Consult Transfer
Conference and Consult Transfer
An agent to agent conference or consult transfer creates an additional outbound session in Webex Contact
Center and enterprise CUBE.
Cisco Webex Contact Center Voice Onboarding Guide
11
Callback or Outbound Call to PSTN
Figure 5: Agent to Agent Conference
Webex Contact Center Call Flow
Callback or Outbound Call to PSTN
An outbound call creates two sessions, one from the Enterprise tenant to Webex Contact Center and another from Webex Contact Center to the Enterprise.
12
Cisco Webex Contact Center Voice Onboarding Guide
Webex Contact Center Call Flow
Figure 6: Outbound Call to PSTN
Callback or Outbound Call to PSTN
Cisco Webex Contact Center Voice Onboarding Guide
13
Callback or Outbound Call to PSTN
Webex Contact Center Call Flow
14
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
3
CUBE License and Sizing Requirements
•
•
CUBE Session Sizing, on page 15
Cube Licensing
Cisco Unified Border Element (CUBE) is licensed per session and requires a two-way session. For more information, see Cisco Unified Border Element Data Sheet .
CUBE license sizing is the sum of the number of agent sessions and the number of calls at the Interactive
Voice Response (IVR). Use the Cisco Unified Border Element Data Sheet to determine the maximum number of sessions that your CUBE platform supports.
The number of licenses should be equal to the maximum capacity of the enterprise.
licenses = (number of agents X 2) + (number of active sessions in queue)
For example:
• At peak time if you have 100 agents responding to customer calls, each call has two active sessions. The number of sessions is 200.
• The number of calls in queue in this instance is 100, which creates 100 sessions.
• Therefore, the total number of sessions equals 300 which is 300 licenses.
CUBE Session Sizing
A CUBE device can handle 1/3 of the SIP sessions, if you secure the calls with either TLS or SRTP.
sessions = ((number of agents X 2) + (number of active sessions in queue)) X 3
Using the example of 100 calls in queue with 100 agents responding to calls, the number of sessions is
((100
X 2)+ 100) X 3 = 900
.
You can size the CUBE for 300 sessions if you provision a private WAN for the SIP Trunk.
To help determine the maximum number of agents, assume that:
• 50% of the calls are queued and use IVR ports, while the remaining 50% of calls are active with agents.
Cisco Webex Contact Center Voice Onboarding Guide
15
CUBE License and Sizing Requirements
CUBE Session Sizing
• 10% of the calls use the consult and conference supplementary services.
• 100% of the calls are secured using either TLS or SRTP.
Based on these assumptions, CUBE platforms can support one agent for every 9.3 sessions.
16
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
4
Types of Connectivity
•
Supported Connectivity Types, on page 17
•
•
Private Connectivity, on page 21
•
Non-Standard Deployments, on page 23
Supported Connectivity Types
Webex Contact Center supports the following types of connectivity.
Connectivity Types
Public Internet
Private Connectivity (Approval Required)
Direct
IPSec Virtual Private Network (VPN) or IPSec over
Generic Routing Encapsulation (GRE)
Site-to-Site (S2S)
SRTP/SIP TLS
MPLS
Point-to-Point (P2P)
VPLS
SD-WAN
Private WAN
Data Center Cross-Connect
Equinix Fabric Connections
Note IOS Version for CUBE or vCUBE should support TLS 1.2.
Cisco Webex Contact Center Voice Onboarding Guide
17
Types of Connectivity
Public Internet
Public Internet
Direct SIP Trunk (Over the Top)
Cisco recommends that customers place the CUBE or SBC on a public IP address.
Pros Cons
• Fastest to deploy
• Inexpensive
• Best effort
• May not meet security requirements
Figure 7: Typical Direct Connection
Because this is the most simplistic approach, it is also the least flexible. The benefits of a simplified topology are ease of management and troubleshooting. The customer completes network diagrams and submits them to the Voice team, and dial-peers are created. You can place the CUBE in a DMZ to alleviate the complexities of dealing with Network Access Translation (NAT). The CUBE itself is a firewall, and most providers place their CUBE in a public IP space and use its security capabilities.
VPNs
A VPN is another type of connection that uses the public internet. VPNs are often needed when a customer requires a secure connection for SIP and RTP. A VPN might also be required if the customer cannot place the CUBE in a public IP space. A provisioning meeting with Voice Engineering is required for VPN connections.
Pros Cons
• Secured connection
• No additional costs
• Takes time to implement
Voice Ports
• RTP: 8000 – 48199
18
Cisco Webex Contact Center Voice Onboarding Guide
Types of Connectivity
• SIP: UDP 5060
IPSec VPN or IPSec over GRE
The following options are available for VPN Connectivity:
• SBC to SBC connectivity
• GW to GW connectivity
Figure 8: Typical IPsec or IPSec over GRE Tunnel
Public Internet
Webex Contact Center (IPSec or IPSec over GRE tunnel, and Webex Contact Center S2S Connectivity) must use UDP/5060 instead of TCP/5060
An IPSec VPN or IPSec over GRE is a good option for a secure SIP Trunk when the CUBE is on a public IP space. This is an SBC to SBC connection with VPN tunnels. Private IP address schemes must also be considered to avoid any overlap between customers. For GRE connections, IP subnets are 10.x.248.x and 10.x.249.x.
Site-to-Site (S2S)
A S2S connection can be deployed if the customer needs a secure connection or cannot place the CUBE in a public IP space. This is a gateway to gateway connection. There are no subnets specifically designated for
S2S VPN connections as routing is based on interesting traffic without the involvement of a logical interface.
Cisco Webex Contact Center Voice Onboarding Guide
19
Types of Connectivity
Public Internet
Figure 9: Typical Site-to-Site Connection
SIP TLS and SRTP
SRTP/SIP TLS is another option when the CUBE is on a public IP address. However, there is a performance hit wit SRTP/SIP TLS. A CUBE device can handle one-third of the SIP sessions if you have secured the calls using either TLS or SRTP. This is a SBC to SBC connection.
Figure 10: Typical SIP TLS and SRTP Connection
Public and Self-Signed Certificates
In order to establish a SIP TLS connection, it is necessary to exchange certificates. The following options are available:
• Self-signed certificates are generated and exchanged between the customer and Webex Contact Center.
• Public CA—Complete the following steps to support a Public CA:
• Customer shares the root certificate, which is loaded into the Webex Contact Center SBC.
• Customer updates the DNS to include the IP addresses of the Webex Contact Center SBCs.
20
Cisco Webex Contact Center Voice Onboarding Guide
Types of Connectivity
Private Connectivity
Private Connectivity
Large enterprise providers often prefer a direct connection because it provides a dedicated and secure circuit.
If the customer needs a direct connection, the customer can be provided with the Cisco Webex Contact Center
VPOP Circuit Order Guidelines document as the initial step. As the next step, a follow-up design meeting with the Webex Contact Center Voice Engineering team and the customer engineers is conducted. The customer provides a detailed network diagram of the customer's voice network, including PSTN carrier interconnects, for the meeting. Cisco won't host any customer equipment.
Cisco Webex Contact Center also offers Equinix Fabric connections for customers who have collocations with Equinix.
Figure 11: Equinix Fabric Connections
For more information on Equinix Fabric, see:
• https://fabric.equinix.com/dashboard
• https://www.equinix.com/interconnection-services/equinix-fabric/provider-availability
Figure 12: Typical Private Connection
Cisco Webex Contact Center Voice Onboarding Guide
21
Types of Connectivity
Private Connectivity
Irrespective of whether the customer chooses MPLS, P2P, VPLS, or SD-WAN, the topology looks similar and all circuits terminate in the Webex Contact Center router/GW (gateway) and not in Webex Contact Center
CUBEs.
The bandwidth requirements for a direct connect is based on the G.711 codec (~100kbps per call leg), which allows for two call legs per session.
Pros Cons
• High reliability
• Dedicated bandwidth
• A direct connection is the most expensive
• Longest time to implement
Note Equinix Fabric connections offer port redundancy, faster virtual connection ordering, and provisioning. Cisco recommends using Equinix connection, rather than using other private connection methods.
Data Center Cross Connect
If a customer decides to use a private connection, it is necessary to order data center cross connects, as described in the Cisco Webex Contact Center VPOP Circuit Order Guidelines document. The customer is responsible for the cost incurred, and for getting the customer's circuit to the designated drop.
Note The Cisco Webex Contact Center VPOP Circuit Order Guidelines document is provided to the customer directly during the onboarding process, if the customer opts for a private connection.
Figure 13: Typical Data Center Cross Connect
22
Cisco Webex Contact Center Voice Onboarding Guide
Types of Connectivity
Non-Standard Deployments
Non-Standard Deployments
Non-Standard Deployments
If the recommended topologies do not meet all the requirements of the customer's network, a design meeting must be scheduled with the Cisco Voice Engineering team via the customer's Cisco account team for a special approval process. The following sections are examples of non-standard deployments and deployments that are not recommended:
A2Q Exceptions
PSTN Provider terminating the circuit directly to Webex Contact Center VPOP.
Gold Tenant Exceptions
Cisco strongly recommends a direct SIP Trunk for Gold Tenant customers. This is the over-the-top topology of placing the CUBE in a public IP space. The need for a Gold Tenant often exists with larger providers; however, the provider requires the Gold Tenant to be a proof of concept for the provider's intended production deployment. The proof of concept Gold Tenant often exceeds using open internet access for a SIP Trunk and would require one of the previously discussed connection types.
Gold Tenant customers will not be monitored.
Public Internet – CUBE Behind Firewall
Placing a CUBE on a private IP address behind a NAT firewall is another deployment option. The security requirements from the customer’s IT department can stipulate that the voice application reside behind a firewall. This option has a few known drawbacks. Even though this may not cause issues in the network layer, it may result in issues in the SIP application layer. The private IP address is used within the SIP messages, which causes call processing failures. Firewall capacity is another factor to be considered for this type of deployment. Firewalls must be sized appropriately to handle VoIP traffic; the firewall may otherwise become a bottleneck and can impact call quality and call processing.
Figure 14: Typical Cube Behind Firewall
The following are the disadvantages of this deployment:
• Possible CUBE configuration and setup issues at the beginning.
Cisco Webex Contact Center Voice Onboarding Guide
23
Types of Connectivity
Non-Standard Deployments
• Increased load on firewall that could impact voice quality.
• The customer is responsible for CUBE setup and firewall sizing.
• Not a recommended topology due to impact on SLAs.
Note This topology is not recommended due to the complexities of dealing with SIP and NAT. A meeting with the
Cisco Voice Engineering team and the customer is required for approval of this type of deployment.
24
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
5
Component Redundancy
•
Component Redundancy Introduction, on page 25
•
Redundancy Across Enterprise Data Centers Within a Geographic Region, on page 25
Component Redundancy Introduction
Component redundancy allows Webex Contact Center to provide resilience when there is a service outage.
You can configure both Webex Contact Center cloud and enterprise CUBE to be redundant:
• Within a geographic region—You can set up more than one POP within an enterprise.
• Across enterprise data centers within a geographic region.
• Within enterprise networks—You can also set up CUBE in high availability (HA) mode. HA mode preserves oth signaling and media.
All signaling and media are sourced to and from the virtual IP address.
Webex Contact Center uses two VPOPs to ensure high availability. For optimal performance, the service provider should also set up two POPs. This ensures that the hunting between the Webex Contact Center VPOPs is an even round robin.
Redundancy Across Enterprise Data Centers Within a
Geographic Region
Configure two data centers within the enterprise to connect to the same Webex Contact Center VPOPs, within the same geographic region.
Cisco Webex Contact Center Voice Onboarding Guide
25
Redundancy Across Enterprise Data Centers Within a Geographic Region
Figure 15: Redundancy Across Enterprise Data Centers Within a Geographic Region
Component Redundancy
26
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
6
Enterprise CUBE to Webex Contact Center
Configuration Example
•
Enter Global Configuration Mode, on page 27
•
Basic Configuration, on page 27
•
Common Configuration, on page 28
Enter Global Configuration Mode
This configuration example applies to the Cisco IOS Voice Gateway and the Cisco Unified Border Element
(CUBE) Voice gateway. For complete CUBE configuration instructions, see the Cisco Unified Border Element
Configuration Guide in https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/ products-installation-and-configuration-guides-list.html
. All configurations in this example use global configuration mode.
Step 1
Step 2
Enter enable to enter privileged EXEC mode.
Enter configuration terminal to enter global configuration mode.
Basic Configuration
SIP Timers (MIN-SE) has been set to 3600 across all VPOPs in Webex Contact Center. This can either be updated globally or modified in the Invite towards Webex Contact Center: voice service voip
Sip
Min-se 3600
Configure Voice Codec Class voice class codec 100 codec preference 1 g711alaw
Cisco Webex Contact Center Voice Onboarding Guide
27
Enterprise CUBE to Webex Contact Center Configuration Example
Common Configuration codec preference 2 g711ulaw
Inbound dial-peer for calls from Webex Contact Center dial-peer voice 200 voip session protocol sipv2 voice-class codec 100 dtmf-relay rtp-nte no vad
Outbound dial-peer for calls to Webex Contact Center dial-peer voice 100 voip destination-pattern <Pattern towards Webex CC> session protocol sipv2 session target ipv4:<Webex CC SBC IPs> voice-class codec 100 voice-class sip options-keepalive dtmf-relay rtp-nte no vad
Common Configuration
This example shows Webex Contact Center trunk provisioning in the USA with the following topology.
28
Cisco Webex Contact Center Voice Onboarding Guide
Enterprise CUBE to Webex Contact Center Configuration Example
Figure 16: Trunk Provisioning for Webex Contact Center
Common Configuration
Setup details:
• Configure SIP Keepalive Options.
• New dial peers with target destination IP address Webex CC LAX and JFK CUBEs.
• Dial-peer preference can be either setup to round robin, or primary and secondary.
• Codec is set up for G711 ulaw and G711 alaw (connections outside US). DTMF is RFC2833.
Cisco Webex Contact Center Voice Onboarding Guide
29
Enterprise CUBE to Webex Contact Center Configuration Example
Common Configuration
• SIP Communication is over UDP port 5060 and RTP ports 8000 to 48199.
• Dial plan where the destination pattern matches Webex Contact Center to agents through PBX and PSTN.
• More than one POP for high availability.
• MIN SE timer on Webex CC is 3600; session timers should either be updated to this value or should allow SIP negotiation to this value during a call setup.
Note If you are using CUBE/vCUBE, Cisco recommends that you use an IOS version which supports TLS 1.2.
30
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
7
Secure SIP Trunk Between CUBE and Webex
Contact Center
•
Secure SIP Trunk Overview, on page 31
•
Example: Configure SIP TLS, on page 31
Secure SIP Trunk Overview
This example demonstrates how to configure a SIP Transport Layer Security (TLS) connection between Cisco
Unified Border Element (CUBE) and Webex Contact Center.
Example: Configure SIP TLS
Before you begin
Ensure that:
• The endpoints have the same date and time. You can synchronize endpoints by using a Network Time
Protocol (NTP) server.
• You have TCP connectivity.
• The CUBE has the security and UCK9 licenses installed.
Step 1
Step 2
Create a trustpoint to hold the self-signed certificate of the CUBE: crypto pki trustpoint CUBEtest(can be any name) enrollment self-signed serial-number none fqdn none i p-address none subject-name cn= ISR4451-B.cisco.lab !(match the hostname of the router) revocation-check none rsakeypair ISR4451-B.cisco.lab !(match the hostname of the router)
Generate a self-signed certificate:
Cisco Webex Contact Center Voice Onboarding Guide
31
Secure SIP Trunk Between CUBE and Webex Contact Center
Example: Configure SIP TLS
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9 crypto pki enroll CUBEtest
% The fully-qualified domain name will not be included in the certificate
Generate Self Signed Router Certificate? [yes/no]: yes
Export the certificate: crypto pki export CUBEtest pem terminal
Copy the self-signed certificate that you exported and save it as a text file with the
.pem
file extension.
Upload the self-signed CUBE certificate to Webex Contact Center.
Copy the certificate from Webex Contact Center.
Upload the Webex Contact Center certificate to CUBE: crypto pki trustpoint HOSTNAME enrollment terminal revocation-check none crypto pku authenticate HOSTNAME
(PASTE THE CJP CERT HERE AND THEN PRESS ENTER TWICE)
Enter yes when you are prompted to accept the certificate.
Configure SIP to use the self-signed certificate trustpoint that you created in step 1: crypto signaling default trustpoint CUBEtest
Configure the dial peers with transport layer security: voice class sip-options-keepalive 100 transport tcp tls dial-peer voice 9999 voip answer-address 35..
destination-pattern 9999 session protocol sipv2 session target ipv4:<Webex CC SBC IPs> session transport tcp tls voice-class sip options-keepalive profile 100 srtp
32
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
8
Configure a SIP Trunk for Your Tenant
•
Before You Configure, on page 33
•
Provision Your Tenant, on page 33
•
Webex Contact Center Regions, on page 34
Before You Configure
• Ensure that you have the Gold partner tenant and access to the Service Provider Portal.
• Configure the enterprise session border controller.
• Obtain a destination address for your SIP Trunk.
For more information, see the Cisco Unified Border Element Configuration Guide in https://www.cisco.com/ c/en/us/support/unified-communications/unified-border-element/ products-installation-and-configuration-guides-list.html
.
Provision Your Tenant
Cisco uses the provisioning information that you provide to configure the Webex Contact Center session border controller for your tenant. Make sure that the information you provide matches your order, and is accurate.
For instructions to provision your tenant, see the administration and user guides at:
• https://www.cisco.com/c/en/us/support/customer-collaboration/webex-contact-center/ products-installation-and-configuration-guides-list.html
• https://www.cisco.com/c/en/us/support/customer-collaboration/webex-contact-center/ products-user-guide-list.html
• Configure a SIP trunk that connects your customer's IP address to the configured border controller. Make sure that you select CUBE as your SIP Trunk Type. Configure a SIP trunk for each CUBE that you deploy.
• Create and provision a tenant.
• Assign SIP trunk to the tenant, add dial numbers, and provision your new tenant.
Cisco Webex Contact Center Voice Onboarding Guide
33
Configure a SIP Trunk for Your Tenant
Webex Contact Center Regions
After you provision the tenant and configure the Webex Contact Center CUBE, you receive an email that the tenant is ready for use.
Webex Contact Center Regions
VPOP is available for tenant connection by region:
• US: Los Angeles and New York
• Europe: London, Amsterdam, Frankfurt
• Canada: Toronto and Vancouver
• Australia: Sydney and Melbourne
• Japan: Tokyo and Osaka
• South America: São Paulo and Rio de Janeiro
• India: Pune and Hyderabad
• Singapore
34
Cisco Webex Contact Center Voice Onboarding Guide
C H A P T E R
9
Webex Contact Center Glossary
•
Glossary
CA
CAD
CC
CCDR
CCG
CCP
CDR
Acronym or Term
A2Q
ACD
ADA
ADR
AES
ANI
API
BST
BYoPSTN
Description
Approach to Quality
Automatic call distribution
Cisco Webex Contract Center Agent Desktop Application
Agent Detail Report
Advanced Encryption Standard
Automatic Number Identification
Application Programming Interface
Cisco Bug Search Tool
Bring Your Own PSTN
Customer (enterprise) owned existing premised-based PSTN.
Certificate Authority
Call-associated data
Contact Center
Cumulative call detail records
Computer Communications Group
Cloud Connected PSTN
Call detail records
Cisco Webex Contact Center Voice Onboarding Guide
35
Glossary
HA
HTML
IB
ID
IMAP
IOS
IP
IPsec
ITSP
DTMF
EP
ESR
FIPS
GIF
GRE
GW
DN
DNC
DNIS
DNS
DTG
Acronym or Term
CSS
CSV
CTQ
CUBE
DID
DMZ
Description
Contact Selection Strategy
Comma-separated values
Consult-to-queue
Cisco Unified Border Element
Direct Inward Dial
Demilitarized zone
Directory Number
Do Not Call
Dialed number identification service
Domain Name System
(SIP Header)
Destination Trunk Group
Dual-Tone Multi-Frequency
Entry point
Extended Support Release
Federal Information Processing Standards
Graphics Interchange Format
Generic Routing Encapsulation
Gateway
High Availability
Hypertext Markup Language
Inward Bound
Identity, Identification
Internet Message Access Protocol
Mobile operating system (formerly iPhone OS)
Internet Protocol
Internet Protocol Security
Internet telephony service provider
36
Cisco Webex Contact Center Voice Onboarding Guide
Webex Contact Center Glossary
Webex Contact Center Glossary
NAT
NDC
NTP
OB
LAN
LCM
LGW
MPLS
OTG
PBX
PCI DSS
PEWC
PII
PNG
POP
PSTN
QoS
RFC
RONA
Acronym or Term
IVR
JPG and JPEG
P2P
PAI
Description
Interactive Voice Response
Joint Photographic Experts Group
Type of digital image
Local Area Network
List and Campaign Manager
Local Gateway
Multiprotocol Label Switching
Network Access Translation
Network Data Collection
Network Time Protocol
Outward Bound
(SIP Header)
Originating Trunk Group
Point to Point
(SIP Header)
P-asserted identity
Private Branch Exchange
Payment Card Industry Data Security Standard
Portable Document Format
Prior express written consent
Personally identifiable information
Portable Network Graphic
Post Office Protocol
Public Switched Telephone Network
Quality of Service
Request for Comments
Redirect On No Answer
Glossary
Cisco Webex Contact Center Voice Onboarding Guide
37
Glossary
SIP
SL
SLA
SMS
SMTP
SP
SRTP
SSL
TCP
TGRP
RTT
S2S
SBC
SBR
SD-WAN
TLS
UDP
UI
URI
URL
UTC vCube
VoIP
VPLS
VPN
Acronym or Term
RPID
Description
(SIP Header)
Remote Party ID
Round Trip Time
Site-to-Site
Session border controller
Skills-Based Routing
Software-defined Wide Area Network
Session Internet Protocol
Service level
Service level agreement
Short message service
Simple Mail Transfer Protocol
Serivce Provider
Secure Real-time Transport Protocol
Secure Sockets Layer
Transmission Control Protocol
(SIP Header)
Trunk Group Routing Protocol
Transport Layer Security
User Datagram Protocol
User Interface
Uniform Resource Identifier
Uniform Resource Locator
Universal Time Clock
Virtual CUBE
Voice over IP
Virtual private LAN service
Virtual Private Network
38
Cisco Webex Contact Center Voice Onboarding Guide
Webex Contact Center Glossary
Webex Contact Center Glossary
Glossary
Acronym or Term vPOP vPOP Bridge
WAN
WCB
Webex CC
WFO
XML
Description
Voice point of presence
In Webex Contact Center 1.0, integrates Webex Contact Center to the PSTN and the first connectivity point for customers. It also has media server for treatment as well as call recording.
Voice point of presence bridge
In Webex Contact Center, connects the Service Provider's PSTN into the Voice Media
Layer.
Wide area network
Word Command Buffer
Cisco Webex Contact Center
Workforce Optimization
Extended Markup Language
Cisco Webex Contact Center Voice Onboarding Guide
39
Glossary
Webex Contact Center Glossary
40
Cisco Webex Contact Center Voice Onboarding Guide
डाउनलोड
सार्वजनिक लिंक अपडेट किया गया
आपकी चैट का सार्वजनिक लिंक अपडेट कर दिया गया है. You may view and manage your chat links after registration here.
दस्तावेज़ सार्वजनिक लिंक
विज्ञापन
