Cisco Unified Contact Center Enterprise User guide

Solution Design Guide for Cisco Unified Contact Center Enterprise,

Release 11.6

First Published: 2017-08-24

Last Modified: 2019-03-22

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CONTENTS

Preface xxi

PREFACE

Change History xxi

About This Guide xxiii

Audience xxiii

Related Documents xxiii

Communications, Services, and Additional Information xxiv

Field Notice xxv

Documentation Feedback xxv

Conventions xxv

Cisco Unified Contact Center Solutions 1

CHAPTER 1

Contact Center Enterprise Solutions 1

Packaged Contact Center Enterprise 2

Hosted Collaboration Solution for Contact Center 2

Unified Contact Center Enterprise 3

Contact Center Enterprise Solution Comparison 3

Unified CCE Reference Designs 5

CHAPTER 2

Introduction to the Reference Designs 5

Reference Designs and Deployment Types 6

Benefits of a Reference Design Solution 7

Specifications for a Reference Design Solution 7

Contact Center Enterprise Reference Designs 10

Virtual Machines Resource Provisioning Policy 11

2000 Agents 12

4000 Agents 14

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12000 Agents 15

Contact Director 16

Topologies for Reference Designs 16

Non-Reference Design Solutions 18

Contact Center Enterprise Solutions Overview 21

CHAPTER 3

Contact Center Solutions Architecture 21

Packaged CCE Solution Architecture 21

Cisco HCS for Contact Center Solution Architecture 22

Unified CCE Solution Architecture 23

Core Components 25

Ingress, Egress, and VXML Gateways 25

Cisco TDM Voice Gateway 26

Cisco Unified Border Element 27

Cisco VXML Gateway 28

Cisco Unified Customer Voice Portal 29

CVP Call Server 31

CVP VXML Server 31

CVP Media Server 31

CVP Reporting Server 32

CVP Operations Console Server 32

CVP Call Studio 33

CVP Infrastructure 33

Contact Center Enterprise 34

Terminology for Unified CCE Subcomponents 36

Unified CCE and Unified ICM 36

Router 37

Logger 37

Peripheral Gateway 37

Administration & Data Server 40

Live Data 46

Cisco Virtualized Voice Browser 48

Cisco Unified Communications Manager 48

Unified CM as an Egress Gateway 49

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Unified CM Ingress Gateway 49

Call Processing Nodes 49

TFTP and Music on Hold Nodes 50

Cisco Finesse 50

Cisco Finesse Server Services 52

Agent Mobility 53

Cisco Unified Intelligence Center 53

Optional Cisco Components 55

Cisco MediaSense 55

Cisco Remote Expert 56

Remote Expert Branch 56

Remote Expert Mobile 57

Cisco SocialMiner 59

Task Routing 60

Cisco Unified SIP Proxy 61

Enterprise Chat and Email 63

Enterprise Chat and Email Features 64

Silent Monitoring 64

Unified CM-Based Silent Monitoring 65

Third-Party Components 65

DNS Servers 65

Load Balancers 66

Recording 67

Speech Servers - ASR/TTS 67

Wallboards 68

Workforce Management 69

Integrated Features 69

Agent Greeting 69

Application Gateway 70

Cisco Outbound Option 70

Courtesy Callback 71

Call Context 72

Call Variables 72

Cloud Context Service 72

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Custom SIP Headers 72

Expanded Call Context Variables 73

User-to-User Information 73

Database Integration 73

Database Lookup 73

Extension Mobility 74

Mixed Codecs 74

Mobile Agent 75

Phone Extension Support 75

Dual-Use Unified CM Clusters 76

Phone Extensions for Different User Types 76

Post Call Survey 77

Precision Routing 77

Single Sign-on (SSO) 77

SAML 2.0 Authentication 78

Elements Used in SAML 2.0 78

Cisco Identity Service (IdS) 79

Authentication and Authorization Flow 79

Whisper Announcement 80

Call Flows 80

Comprehensive 81

Incoming Calls 82

Comprehensive with ICM Micro-Apps or CVP Call Studio Apps 85

Video Call Flow 87

Supplementary Services 87

Topologies 92

Contact Center Enterprise Architecture 93

Topology Types 93

Centralized Deployments 94

Local Agent Architecture 94

Local Agent Components 95

Local Agent Benefits 95

Local Agent Design Requirements 96

Distributed Deployments 97

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Clustering Over the WAN 97

Global Deployments 98

Remote CVP Deployment 99

Remote Unified CM Deployment 100

Remote CVP and Unified CM Deployment 100

Remote Office Options 101

Remote Office with Agents 102

Remote Office with Agents and a Local Trunk 104

Home Agent with Cisco Virtual Office 113

Unified Mobile Agent 113

Solution Administration 117

Unified Contact Center Management Portal 117

Service Creation Environments 118

Solution Serviceability and Monitoring 119

Prime Collaboration Manager 120

Analysis Manager 120

Unified System CLI 121

Unified System CLI Modes of Operation 122

Analysis Manager vs Unified System CLI 123

Third-Party Network Management Tools 123

System Performance Monitoring Guidelines 123

End-to-End Individual Call Tracking 125

Localization 125

Configuration Limits and Feature Availability for Reference Designs 127

CHAPTER 4

Reference Design Configuration Limits 127

Agent Limits 128

Supervisor and Reporting User Limits 129

Access Control Limits 130

Outbound Campaign Limits 131

Precision Queue and Skill Group Limits 132

Task Routing Limits 134

SocialMiner Configuration and Operational Limits 134

Dialed Number Limits 135

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System Load Limits 136

Call Variable Limits 138

Other Limits 139

Feature Availability for Reference Designs 140

Agent and Supervisor 141

Voice and Infrastructure 142

IP Phone Support 144

Administration Interfaces 145

VRU and Queueing 145

Reporting 146

Third-Party Integrations 149

Unified Contact Center Enterprise Solution Design Considerations 151

CHAPTER 5

Core Components Design Considerations 151

General Solution Requirements 151

Data Backup for Your Solution 151

NTP and Time Synchronization 151

Detailed Contact Center Enterprise Reference Design Topologies 152

Ingress, Egress, and VXML Gateways Design Considerations 154

IOS Gateway Roles 154

TDM-IP Gateway Design Considerations 155

Cisco Unified Border Element Design Considerations 155

VXML Gateway Design Considerations 159

Distributed Gateways 160

Local Trunks in Contact Center Enterprise Solutions 161

CVP Design Considerations 161

CVP Call Server Design Considerations 161

CVP VXML Server Design Considerations 162

CVP Media Server Design Considerations 162

CVP Reporting Server Design Considerations 167

CVP Operations Console Server Design Considerations 169

CVP Call Studio Design Considerations 169

Unified CVP Coresidency 169

Contact Center Enterprise Design Considerations 170

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Router Design Considerations 170

Logger Design Considerations 171

Peripheral Gateway Design Considerations 171

Administration & Data Server Design Considerations 173

Live Data Server Design Considerations 174

Cisco Virtualized Voice Browser Design Considerations 174

Unified Communications Manager Design Considerations 175

Unified CM Connection to the Agent PG 175

MTP Usage on the Unified CM Trunk 178

Mobile and Remote Access 178

Cisco Finesse Design Considerations 178

Cisco Finesse REST API 179

Cisco Finesse Agent Desktop 180

Cisco Finesse Supervisor Desktop 180

Cisco Finesse IP Phone Agent 180

Cisco Finesse Administration Console 181

Cisco Finesse Deployment Considerations 181

Cisco Unified Intelligence Center Design Considerations 183

Unified Intelligence Center Deployments 183

Unified Intelligence Center Reporting Node 184

Unified Intelligence Center Data Sources 185

Unified Intelligence Center in WAN Deployments 188

Unified Intelligence Center Administration 189

Throttling for Historical and Real-Time Reports 190

Reference Design and Topology Design Considerations 191

Unified CM SME Deployment 191

Global Deployments Considerations 192

UCS Network Design for Global Deployments 192

Call Survivability in Distributed Deployments 193

Optional Cisco Components Design Considerations 195

MediaSense Design Considerations 195

SocialMiner Design Considerations 196

Task Routing Considerations 196

Unified SIP Proxy Design Considerations 201

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Performance Matrix for CUSP Deployment 201

Call Disposition with CUSP 202

Enterprise Chat and Email Design Considerations 203

Enterprise Chat and Email Deployment Options 204

Silent Monitoring Design Considerations 205

Unified CM-based Silent Monitoring Design Considerations 205

Third-Party Component Design Considerations 206

All-Event Client Limits 206

DNS Server Deployment Considerations 207

Load Balancer Design Considerations 207

Load Balancers for Cisco Finesse Sign-In 207

Load Balancers for Cisco Unified Intelligence Center 208

Load Balancers for CVP 208

Load Balancers for the Unified CCE Administration Tool 209

Load Balancers with Enterprise Chat and Email 209

Recording Design Considerations 209

Network-Based Recording Design Considerations 209

Session Border Controllers 211

Third-Party SBC Use Without CUBE 212

Speech Recognition and Text to Speech 214

High Availability and Network Design 215

CHAPTER 6

High Availability Designs 215

High Availability and Virtualization 217

VMware High Availability Considerations 217

Network Design for Reference Design Compliant Solutions 218

Tested Reference Configurations 218

Network Requirements for Cisco UCS B-Series Servers 218

UCS-C Series 220

PSTN Network Design Considerations 221

Active Directory and High Availability 223

Contact Center Enterprise Network Architecture 223

Network Link High Availability Considerations 224

IP-Based Prioritization and Quality of Service 226

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UDP Heartbeat and TCP Keep-Alive 227

HSRP-Enabled Networks 228

Unified CCE Failovers During Network Failures 229

Response to Private Network Failures 229

Response to Public Network Failures 230

Response to Failures of Both Networks 232

Ingress, Egress, and VXML Gateway High Availability Considerations 232

High Availability for Ingress and Egress Gateways 234

Call Survivability During Failovers 234

High Availability for VXML Gateways 235

CVP High Availability Considerations 235

High Availability Factors to Balance 237

Call Survivability During Failovers 238

More Call Survivability Points 239

SIP Proxy Servers with CVP 240

Cisco Unified SIP Proxy Support 241

CUSP Deployment Options 241

CUSP Design for High Availability 242

Server Groups and CVP High Availability 243

Unified CCE High Availability Considerations 243

Redundancy and Fault Tolerance 243

Router High Availability Considerations 244

Device Majority and Failovers 244

Router Failover Scenarios 244

Logger High Availability Considerations 251

Logger Fails 251

Reporting Considerations 251

Peripheral Gateway High Availability Considerations 252

PG Weight 252

Record Keeping During Failovers 252

Agent PG Fails 252

CTI Server Fails 253

VRU PG Fails 254

Administration & Data Server High Availability Considerations 255

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Administration and Data Server Fails 255

Live Data High Availability Considerations 256

Live Data Server Failover 257

Virtualized Voice Browser High Availability Considerations 258

Unified CM High Availability Considerations 258

Unified CM Redundancy 259

Unified CM Load Balancing 260

Cisco Finesse High Availability Considerations 260

Cisco Finesse IP Phone Agent Failure Behavior 261

Cisco Finesse Server Fails 261

Cisco Finesse Behavior When Other Components Fail 262

Unified Intelligence Center High Availability Considerations 263

MediaSense High Availability Considerations 263

Remote Expert Mobile High Availability Considerations 263

Unified CM-based Silent Monitoring High Availability Considerations 263

SocialMiner High Availability Considerations 264

Unified SIP Proxy High Availability Considerations 264

Enterprise Chat and Email High Availability Considerations 264

Load-Balancing Considerations for Enterprise Chat and Email 264

ECE Behavior When Other Components Fail 265

ASR TTS High Availability Considerations 266

Outbound Option High Availability Considerations 266

SIP Dialer Design Considerations 267

Outbound Option Record Handling During Fail Over 268

Campaign Manager High Availability Considerations 268

Dialer Behavior during Campaign Manager Failover 269

Single Sign-On High Availability Considerations 270

Solution Security 271

CHAPTER 7

Introduction to Security 271

Security Layers 272

Secure Signaling and Media Design and Configuration 273

Media Encryption (SRTP) Considerations 274

Platform Differences 275

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Security Design Elements 275

Other Security Guides 276

Network Firewalls 276

TCP/IP Ports 276

Network Firewall Topology 277

Network Address Translation 277

ASA NAT and Firewall 278

Host-Based Firewall 278

Active Directory Deployment 278

Active Directory Site Topology 278

Organizational Units 279

Application-Created OUs 279

Active Directory Administrator-Created OUs 279

Active Directory and SocialMiner User Accounts 279

IPsec Deployment 279

Server Security Configuration 281

Unified Contact Center Security Wizard 281

Virus Protection 282

Antivirus Applications 282

Configuration Guidelines 282

Intrusion Prevention 282

Patch Management 283

Security Patches 283

Automated Patch Management 283

Endpoint Security 283

Unified IP Phone Device Authentication 283

IP Phone Hardening 283

Design Considerations for Integrated Features 285

CHAPTER 8

Agent Greeting Considerations 285

Agent Greeting Phone Requirements for Local Agents 286

Agent Greeting Call Flows 287

Agent Greeting Design Impacts 288

Sizing Considerations with Agent Greeting 288

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Application Gateway Considerations 289

Application Gateway Call Flows 289

Application Gateway Design Impacts 290

Application Gateway Sizing Considerations 290

Cisco Outbound Option Considerations 290

Outbound Option Dialing Modes 291

Cisco Outbound Option Call Flows 293

Cisco Outbound Option Design Impacts 295

SIP Dialer Design Considerations 295

Outbound Option Deployments 296

Sizing for Outbound Option 300

SIP Dialer Throttling 302

SIP Dialer Recording 303

Outbound Option Bandwidth, Latency, and QoS Considerations 304

Distributed SIP Dialer Deployment 305

Courtesy Callback Considerations 308

Courtesy Callback Use Case 309

Courtesy Callback Call Flows 310

Courtesy Callback Design Impacts 311

Callback Time Calculations 312

Call Context Considerations 314

Use of UUI in Contact Center Enterprise Solutions 314

Database Lookup Design Considerations 316

Database Lookup Call Flows 316

Database Lookup Sizing Considerations 317

Database Lookup Design Impacts 317

Mixed Codec Considerations 318

Mixed Codec Use Case 318

Mixed Codec Call Flows 318

Mixed Codec Design Impacts 319

Mobile Agent Considerations 319

Mobile Agent Call Flows 321

Mobile Agent Design Impacts 323

Agent Location and Call Admission Control Design 323

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Dial Plans for Mobile Agent 324

Codec Design for Mobile Agent 324

Music on Hold with Mobile Agent 324

Cisco Finesse with Mobile Agent 325

DTMF Considerations with Mobile Agent 325

Session Border Controllers with Mobile Agent 325

Fault Tolerance for Mobile Agent 326

Sizing Considerations for Mobile Agent 326

Phone Extension Support Considerations 326

Monitored Secondary Extensions 327

Unmonitored Secondary Extensions 327

Call Type Considerations for Phone Extensions 327

E.164 Dial Plan Design 328

Post Call Survey Considerations 329

Post Call Survey Use Case 329

Post Call Survey Design Impacts 329

Precision Routing Considerations 330

Precision Routing Use Case 330

Precision Routing Call Flows 331

Precision Routing Design Impacts 331

Precision Routing Attributes 331

Precision Routing Limitations 332

Throttling During Precision Queue Changes 332

Single Sign-On (SSO) Considerations 332

SSO Component Support 333

SSO Message Flow 333

SSO Design Impacts 334

Single Sign-On Support and Limitations 334

Contact Center Enterprise Reference Design Support for Single Sign-On 334

Coresidency of Cisco Identity Service by Reference Design 335

Reference Design Topology Support for SSO 335

User Management for SSO 335

Qualified Identity Providers 336

Whisper Announcement Considerations 339

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Whisper Announcement Call Flows 339

Whisper Announcement Design Impacts 340

Whisper Announcement Media Files 340

Whisper Announcement with Transfers and Conferences 340

Whisper Announcement Sizing Considerations 340

Bandwidth, Latency, and QoS Considerations 341

CHAPTER 9

Bandwidth, Latency, and QoS for Core Components 341

Sample Bandwidth Usage by Core Components 341

Bandwidth, Latency, and QoS for Ingress, Egress, and VXML Gateway 342

Bandwidth, Latency, and QoS for Unified CVP 343

Bandwidth Considerations for Unified CVP and VVB 343

Network Link Considerations for Unified CVP 344

Bandwidth Sizing 347

Network Latency 347

Port Usage and QoS Settings for Unified CVP 349

Bandwidth Provisioning and QoS Considerations for a WAN 349

Bandwidth, Latency, and QoS for Unified CCE 350

Unified CCE Bandwidth and Latency Requirements 350

Unified CCE Bandwidth Considerations 350

QoS Considerations for Unified CCE 354

Bandwidth, Latency, and QoS for Unified CM 359

Bandwidth for Agent Phones to Unified CM Cluster 359

Bandwidth, Latency, and QoS for Cisco Finesse 360

Cisco Finesse Desktop Latency 360

QoS for Cisco Finesse 360

Bandwidth, Latency, and QoS for Unified Intelligence Center 361

Parameters for Reporting Bandwidth 361

Network Bandwidth Requirements 361

Unified Intelligence Center Sample Bandwidth Requirement 361

Bandwidth, Latency, and QoS for Optional Cisco Components 362

Bandwidth, Latency, and QoS for Cisco MediaSense 362

Bandwidth, Latency, and QoS for Cisco Remote Expert Mobile 362

Bandwidth, Latency, and QoS for Enterprise Chat and Email 362

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Bandwidth, Latency, and QoS for Silent Monitoring 362

Bandwidth, Latency, and QoS for Unified CM-Based Silent Monitoring 362

Bandwidth, Latency, and QoS for Optional Third-Party Components 363

Bandwidth, Latency, and QoS for ASR/TTS 363

Sizing and Operating Conditions for Reference Designs 365

CHAPTER 10

Sizing for Reference Design Solutions 365

Resource Use During a Contact 365

Contact Center Traffic Terminology 366

Erlang Calculators as Design Tools 368

Erlang-B Uses 369

Erlang-C Uses 369

Dynamic Configuration Limits for Unified CCE 369

Dynamic Limits for Skill Groups and Precision Queues Per Agent 370

Other Dynamic Sizing Factors 371

PG Agent Capacity with Mobile Agents 372

Configuration Limits for Reference Design Solutions 372

Sizing for Unified CVP 372

Sizing for Unified CM Clusters 381

Component and Feature Impacts on Scalability 385

Resource Requirements for Reporting 385

Sizing for Unified Contact Center Management Portal 386

Cisco Virtualized Voice Browser Sizing 386

Sizing for Cisco Finesse 388

Sizing for Congestion Control 388

Deployment Type Descriptions 389

Congestion Treatment Mode 391

Congestion Control Levels and Thresholds 392

Congestion Control CPS Limits 393

Operating Considerations for Reference Design Compliant Solutions 393

Solution-Wide Support for Transport Layer Security 393

Time Synchronization for Your Solution 394

Contact Center Enterprise Solution Support for IPv6 394

General IPv6 Design Considerations 396

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Non-Reference Designs 401

CHAPTER 11

Configuration Limits and Scalability Constraints for Non-Reference Designs 401

Additional Sizing Factors 405

Noncompliant Topologies 410

Parent/Child Architecture 410

Parent/Child Components 410

Unified CCE System Peripheral 414

Parent/Child Limitations 414

Active Directory Deployments for Parent/Child 415

Unified CCMP for Parent/Child Deployments 416

Parent/Child Deployments Across Sites 417

Geographically Redundant Child Sites (Using Unified IP IVR) 419

Unified CCE High Availability with Unified ICM 421

Traditional ACD Integration 424

Traditional VRU Integration 425

Non-Reference Design Core Components and Implementations 429

Using MGCP Gateways 429

Network VRU Types 429

Unified ICM Network VRU 430

Unified CVP Type 10 VRU 430

Unified CVP Type 7 VRU (Correlation ID Function) 431

Unified CVP Type 8 VRU (Translation Route ID Function) 432

Network VRU Types and Unified CVP Deployment 432

Standalone Self-Service 433

Call Director 434

VRU-Only 434

Unified ICM Hosted Deployments 435

CVP in Hosted Environments 436

CVP Placement and Call Routing in Hosted Environments 437

Network VRU Type in Hosted Environments 438

Unified CM, ACD Call Deployments, and Sizing Implications 438

Third-Party VRU 440

Release Trunk Transfer 440

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Takeback-and-Transfer 441

Two B Channel Transfer 441

VXML Transfer 442

Non-Reference Call Flows 442

Standalone Self-Service 443

Call Director 443

VXML Server (Standalone) 444

Call Director 446

VRU-Only 448

Non-Reference Design Deployments of the Unified CM 449

Unified CCE Agent Desktop Options 450

Desktop Architecture 451

Cisco Unified CRM Connector for Siebel Solution 454

Cisco Unified IP IVR 454

JTAPI Communications for Unified IP IVR 455

CTI Manager Failover with Unified IP IVR 456

Unified IP IVR Design Considerations 457

Outbound Option with Unified IP IVR 458

Unified Intelligent Contact Manager 460

Unified ICM Configuration 460

Generic Peripheral Gateway 461

Peripheral Gateway and Server Options 461

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