Cisco Unified Contact Center Express User guide

Solution Design Guide for Cisco Unified Contact Center Express,

Release 12.5(1)

First Published: 2020-01-31

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CONTENTS

Preface ix

PREFACE

Change History ix

About This Guide x

Audience x

Conventions xi

Related Documents xii

Documentation and Support xiii

Documentation Feedback xiii

Cisco Unified Contact Center Solutions 1

CHAPTER 1

Unified Contact Center Express Solution 1

Unified CCX Reference Designs 3

CHAPTER 2

Introduction to the Unified CCX Solution Reference Designs 3

Unified CCX General Rules for Design 5

Reference Designs 6

Single-Server Non-High Availability Reference Design 6

Two-Server High Availability Reference Design 6

Other Design Considerations 6

Mobile and Remote Access 8

Multiple Cisco Unified CCX Clusters Integrated with a Single Cisco Unified Communications

Manager Cluster 8

Other Reference Designs 9

Contact Center Express Solutions Overview 11

CHAPTER 3

Overview 11

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Unified CCX Components 12

Unified CCX Licensing 12

Features 15

Cisco Finesse Agent Desktop Features 15

Cisco Finesse IP Phone Agent Features 17

Cisco Finesse Supervisor Desktop Features 18

Inbound Voice 19

IVR Ports 21

Inbound Voice Packaged Components 21

Unified CCX Outbound Dialer 27

High Level Components 28

Functional Description 29

Direct Preview Outbound 29

Outbound Progressive and Predictive Dialer 31

Outbound IVR and Agent 32

Scalability 33

Call Flow Description 33

Deployment Guidelines 36

Unified CCX Chat 37

Deployment Scenario 1: Customer Web Site in Demilitarized Zone (DMZ) 38

Deployment Scenario 2: Customer Web Site in Public Cloud or Domain 39

Unified CCX Chat Features 39

Group Chat 41

Unified CCX Web Chat 41

Facebook Messenger Integration 42

Unified CCX Agent Email 43

Agent Email Features 44

Reporting 46

Unified Intelligence Center 46

Finesse Reports 51

Wallboards 52

Recording 52

Advanced Quality Management and Compliance Recording 53

Workforce Management 54

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Contents

Home Agent with Extend and Connect 55

Deployment Guidelines 58

Remote Agent Over Broadband 58

Expressway Support 58

Reporting 58

Configuration APIs 58

Remote Expert Mobile 58

Post Call Treatment 59

Caller ID Support 59

E.164 Support 59

Single Sign-On 60

SAML 2.0 Authentication 60

Elements Used in SAML 2.0 61

Cisco Identity Service (IdS) 61

Authentication and Authorization Flow 61

Accessibility 62

Unified CCX Solution Design Considerations 67

CHAPTER 4

Core Components Design Considerations 67

General Solution Requirements 67

Principal Design Considerations for Call Center Sizing 67

Preliminary Information Requirements 68

Terminology 69

Effect of Performance Criteria on Unified CCX Server 70

Impact of Performance Criteria on the Unified CM Servers 70

Cisco Finesse Design Considerations 71

Cisco Finesse 71

Cisco Finesse IP Phone Agent 74

Desktop Chat 75

Cisco Unified Intelligence Center Design Considerations 77

Unified Intelligence Center Deployments 77

Standalone Cisco Unified Intelligence Center 78

High Availability and Network Design 79

CHAPTER 5

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Contents

Unified CCX High Availability over LAN 79

Unified CCX High Availability over WAN 80

Network Requirements 80

Delay 80

Bandwidth 81

Quality of Service 83

Deployment Considerations 83

Engine Redundancy 84

When the Master Engine is Down 85

Automatic Call Distribution (ACD) 85

Interactive Voice Response 85

Unified CCX Outbound Dialer 85

WAN Link Failure Between Sites—Island Mode 86

WAN Link and Single Engine Failure 87

Chat and Email 87

Cisco Finesse High Availability Considerations 87

Finesse IP Phone Agent Failure Behavior 90

Cisco Unified Intelligence Center High Availability Considerations 91

Customer Collaboration Platform High Availability Considerations 91

ASR TTS High Availability Considerations 91

Cisco IM&P High Availability Considerations 91

Solution Security 93

CHAPTER 6

Security 93

Cross-Origin Resource Sharing (CORS) 94

Gadget Source Allowed List 95

Secure Real-Time Protocol (Secure RTP or SRTP) 95

SRTP Considerations 95

Federal Information Processing Standards 140-2 Level 1 96

FIPS 140-2 Level 1 Considerations 96

FIPS 140-2 Mode Restrictions 97

Supported Ciphers 97

Design Considerations for Integrated Features 99

CHAPTER 7

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Contents

Single Sign-On (SSO) Considerations 99

SSO Message Flow 100

Single Sign-On High Availability Considerations 100

Single Sign-On Design Impacts 101

Qualified Identity Providers 102

IdP Metadata Schema 103

SAML Request Attributes 103

Expectations from SAML Response 103

Bandwidth, Latency, and QoS Considerations 107

CHAPTER 8

Bandwidth, Latency, and QoS for Core Components 107

Estimating Bandwidth Consumption 107

Unified CCX Bandwidth Calculator 107

Remote Agent Traffic Profile 108

External System Interactions 109

IP Call Bandwidth Usage 109

Bandwidth Available for Monitoring and Recording 110

Web Chat Feature 112

Agent Email Feature 113

QoS and Call Admission Control 116

CAC and RSVP 118

Bandwidth, Latency, and QoS for Cisco Finesse 120

Cisco Finesse Desktop Latency 120

QoS for Cisco Finesse 120

Bandwidth, Latency, and QoS for Unified Intelligence Center 120

Reporting Scaling Considerations 121

Sizing and Operating Conditions for Reference Designs 123

CHAPTER 9

Contact Center Basic Traffic Terminology 123

Server Capacities and Limits 125

Operating Considerations for Reference Design Compliant Solutions 130

Time Synchronization 130

IPv6 Support 131

SIP Support 131

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Contents

Cisco Unified Contact Center Express in Hosted Collaboration Deployment 133

CHAPTER 10

Overview 133

Hosted Unified CCX Deployment 133

Bandwidth and Latency Considerations 136

Security Considerations 136

Cisco Webex Experience Management 139

CHAPTER 11

Overview 139

Post-Call Voice Survey Call Flow 140

SMS or Email Post-Call Survey Call Flow 141

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Contents

Preface

•Change History, on page ix

•About This Guide, on page x

•Audience, on page x

•Conventions, on page xi

•Related Documents, on page xii

•Documentation and Support, on page xiii

•Documentation Feedback, on page xiii

Change History

DateSeeChange

July 2020Contact Center Express Solutions

Overview>Unified CCX

Licensing

Introduced License Control and

Specific License Reservation

Solution Security>Federal

Information Processing Standards

140-2 Level 1

Introduced Federal Information

Processing Standards (FIPS) 140-2

Level 1

May 2020

Cisco Webex Experience

Management>> SMS/Email

Post-Call Survey Call Flow

Cisco Webex Experience

Management

January 2020Initial Release of Document for Release 12.5(1)

Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5(1)

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DateSeeChange

Unified CCX Reference

Designs>>Two-Server High

Availability Reference Design

Unified CCX Reference

Designs>>Other Design

Considerations

Contact Center Express Solutions

Overview>>Cisco Finesse Agent

Desktop Features

Contact Center Express Solutions

Overview>>Outbound

Progressive and Predictive Dialer

Cisco SocialMiner (SM) has been

renamed as Customer Collaboration

Platform (CCP).

Solution Security>>Secure

Real-Time Protocol (Secure RTP

or SRTP)

Added information about the

Secure RTP (SRTP).

Cisco Webex Experience

Management

Introduced Cisco Webex

Experience Management.

Contact Center Express Solutions

Overview>>Features>>Cisco

Finesse Agent Desktop Features

Updated WFO description.

Contact Center Express Solutions

Overview>>Unified CCX

Licensing>>Licensing for Cisco

Unified Contact Center Express

Introduced Smart Licensing.

Unified CCX Reference

Designs>>Introduction to the

Unified CCX Solution Reference

Designs

Added Cloud Connect as one of the

Unified CCX component.

About This Guide

This guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Express

(Unified CCX). This guide assumes that you are familiar with basic contact center terms and concepts.

Audience

This guide is primarily for contact center designers and system administrators.

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Preface

About This Guide

Conventions

This manual uses the following conventions.

DescriptionConvention

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.

boldface 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.

• 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 Unified Contact Center Express

Installation Guide.

italic font

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

window font

Nonquoted sets of characters (strings) appear in

regular font. Do not use quotation marks around a

string or the string will include the quotation marks.

string

Optional elements appear in square brackets.[ ]

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Preface

Conventions

DescriptionConvention

Alternative keywords are grouped in braces and

separated by vertical bars.

{ x | y | z }

Optional alternative keywords are grouped in brackets

and separated by vertical bars.

[ x | y | z ]

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.

< >

The key labeled Control is represented in screen

displays by the symbol ^. For example, the screen

instruction to hold down the Control key while you

press the D key appears as ^D.

^

Related Documents

LinkDocument or Resource

https://www.cisco.com/c/en/us/support/customer-collaboration/

unified-contact-center-express/

products-device-support-tables-list.html

Cisco Unified CCX Compatibility

Information

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in

Cisco Product Documentation at https://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.

Documentation Feedback

To provide your feedback for this document, send an email to:

[email protected]

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Preface

Documentation and Support

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Preface

Documentation Feedback

CHAPTER 1

Cisco Unified Contact Center Solutions

•Unified Contact Center Express Solution, on page 1

Unified Contact Center Express Solution

Cisco Unified Contact Center Express (Unified CCX) meets the contact center needs of departmental, enterprise

branch, or small to medium-sized companies. Unified CCX offers easy-to-deploy, easy-to-use, highly available,

and sophisticated customer interaction management for up to 400 agents. Unified CCX enhances the efficiency,

availability, and security of customer contact interaction management in a virtual contact center. It offers

integrated self-service applications across multiple sites.

Unified CCX provides reduced business costs and improved customer response by providing a single-server,

contact-center-in-a-box deployment with the following:

• A sophisticated and distributed automatic call distributor (ACD)

• Computer telephony integration (CTI)

• Agent and desktop services

You can add the Cisco Workforce Optimization suite to provide quality management and work force

management tools to improve workforce productivity.

Unified CCX is available in Enhanced and Premium versions to better match product functions with your

business requirements. All Unified CCX solutions are tightly integrated with Unified CM.

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Unified Contact Center Express Solution

CHAPTER 2

Unified CCX Reference Designs

•Introduction to the Unified CCX Solution Reference Designs, on page 3

•Unified CCX General Rules for Design, on page 5

•Reference Designs, on page 6

•Other Design Considerations , on page 6

Introduction to the Unified CCX Solution Reference Designs

This chapter discusses the reference designs that are available for Unified CCX. Use the Cisco Collaboration

Sizing Tool to help you determine the number and types of servers required for any supported deployment

model and call processing requirements. Before using that tool, it is necessary to have an understanding of

what deployment model you desire.

Cisco Unified Intelligence Center, Cisco Finesse, and Cloud Connect are deployed on the same Virtual Machine

(VM) with Unified CCX and support all the Unified CCX reference designs.

The following table depicts the reference designs that are supported in Unified CCX. These models have no

bearing on which specific server model is used. The Cisco Collaboration Sizing Tool identifies the minimum

server model required. This chapter provides general rules for design and considerations and limitations for

each of these reference designs. This information allows a Unified CCX system planner or designer to

understand what other similar reference designs are supported. This also helps to understand how to determine

the best solution for a given set of requirements.

Table 1: Unified CCX Reference Designs

Unified CCX Components on Server

2

Unified CCX Components on Server

1

Unified CCX Reference Design

—Engine, Database, Monitoring,

Reporting, Desktop, Cisco Identity

Service components, Cloud

Connect components.

Single-Server Non-High

Availability Deployment

Model—Unified Communication

Manager Integration

Engine, Database, Monitoring,

Reporting, Desktop, Cisco Identity

Service components, Cloud

Connect components.

Engine, Database, Monitoring,

Reporting, Desktop, Cisco Identity

Service components, Cloud

Connect components.

Two-Server High Availability

Deployment Model—Unified

Communication Manager

Integration

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Unified CCX deployment model integrated with Unified CME is not supported in 9.0(1) and higher versions.

For hardware requirements, see Cisco Unified CCX Virtualization Information at https://www.cisco.com/c/

dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/

virtualization-cisco-unified-contact-center-express.html.

Note

The following figure depicts the deployment when integrating Unified CCX with Unified Communications

Manager. In this deployment, optional Unified CCX components shown with an asterisk (*) can be added.

These components are:

• Cisco Unified Work Force Management and Cisco Unified Advanced Quality Manager.

Figure 1: Deployment Model of Unified CCX Integrated with Unified Communication Manager

ASR and TTS can be added in Unified CCX integrated with Unified Communication Manager. ASR and TTS

software is not provided by Cisco. This software must be purchased from other vendors. These vendors can

provide design and server sizing requirements for their software.

Note

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Unified CCX Reference Designs

Introduction to the Unified CCX Solution Reference Designs

Unified CCX General Rules for Design

The following rules apply when designing a Unified CCX deployment:

• When deploying for high availability (HA), the Unified CCX servers can be located in the same campus

LAN to provide server redundancy. The Cisco Unified CCX servers can also be located in different sites

separated by WAN to provide spatial redundancy.

For HA over LAN deployment, heartbeats are sent every one second and failover occurs if three consecutive

heartbeats are missed. For HA over WAN deployment, heartbeats are sent every second and failover occurs

if ten consecutive heartbeats are missed. These values are not configurable.

Note

• You can locate the Unified Communications Manager servers that run CTI Managers with which Unified

CCX communicates in the same campus LAN. In Unified CCX servers that are deployed over WAN,

for better site redundancy, deploy local Unified Communications Manager server at both sites.

• The Recording component must be redundant, if recording is used in a high availability deployment.

• All agents for a Unified CCX deployment must be using phones that register to the same Unified CM

cluster. Calls can be received from devices and callers on another Unified CM cluster (using intercluster

trunks).

• Unified CCX software versions must be the same for both the master and standby nodes in a high

availability deployment.

• Unified CCX solution works with a combination of software and hardware components, providing an

open and flexible environment for customers to execute complex scripts, custom codes, documents, and

so on. Overloading any of the software and hardware components such as virtual memory and CPU could

impact the solution performance. Review and optimize the scripts, custom codes, and documents before

they are loaded to the production setup. Also constantly monitor the system component and hardware

attributes like disk space and CPU utilization.

When deploying Advanced Quality Management and Workforce Management with Unified CCX, consider

the following guidelines:

• Advanced Quality Management and Workforce Management must be installed on separate VM from

each other and from Unified CCX. No form of coresidency is supported in this release with any other

software, such as installing on Unified CCX or installing both Advanced Quality Management and

Workforce Management on the same VM.

• Unified CCX does not support the use of third-party applications (for example, using TAPI) to control

its devices.

• For more deployment information about Workforce Management and Advanced Quality Management,

refer to the Cisco Workforce Optimization System Configuration Guide available at here:

http://www.cisco.com/en/US/products/ps8293/products_implementation_design_guides_list.html

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Unified CCX Reference Designs

Unified CCX General Rules for Design

Existing Unified CCX customers with WFO licenses will have to remain on

classic licensing as WFO licenses are not supported in Smart Licensing. However,

you can move Unified CCX licenses to Smart Licensing and existing Cisco WFO

licenses to Cisco SolutionsPlus. For more information, contact Cisco Support.

Note

Reference Designs

The following sections describe the Unified CCX Reference Designs.

Single-Server Non-High Availability Reference Design

Unified CM integration with Unified CCX on a single-server nonhigh availability is for small deployments.

This reference design places a single instance of all the Unified CCX software components on the same server

and uses Informix Dynamic Server as the database server.

This reference design allows the Unified CCX Engine to fail over to a backup CTI Manager if the primary

CTI Manager fails. CTI ports and CTI route points should be grouped into device pools that have the same

primary and secondary server list as those used for JTAPI communications with the CTI Managers.

Two-Server High Availability Reference Design

This reference design can support silent monitoring and recording for agents at any WAN-connected site by

using desktop monitoring. (See the Unified CCX Compatibility related information located at:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/

products-device-support-tables-list.html for a list of phones that support desktop monitoring.) It can also

support SPAN port monitoring for agents on the VLAN segment local to Unified CCX server. This reference

design provides redundancy for both recording and silent monitoring for all agents using desktop monitoring

(regardless of location) or agents on the local VLAN using SPAN port monitoring. Silent monitoring and

recording are not possible for agents who are using the Cisco Finesse IP Phone Agent at remote sites. Similarly,

silent monitoring and recording are not possible for agents at remote sites who are using phones that do not

support desktop monitoring.

This reference design allows either Unified CCX Engine component to fail over to a backup CTI Manager if

the primary server fails. CTI Ports and CTI Route Points should be grouped into device pools that have the

same primary and secondary server list as that used for JTAPI communications to the CTI Managers.

In HA deployments, historical data comes from the database located in the standby engine node. A higher

number of historical reporting sessions during operating hours is supported for HA deployments.

Note

Other Design Considerations

Consider the following when designing your Unified CCX system:

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Unified CCX Reference Designs

Reference Designs

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