Cisco Unified Contact Center Enterprise User guide

Cisco Unified Contact Center Enterprise Design Guide, Release 10.5(1)

First Published: 2014-06-18

Last Modified: 2016-02-12

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CONTENTS

Preface

Preface xix

Change History xix

About This Guide xx

Audience xx

Organization of This Guide xx

Related Documents xxii

Obtaining Documentation and Submitting a Service Request xxii

Field Alerts and Field Notices xxii

Documentation Feedback xxii

Conventions xxii

CHAPTER 1

Architecture Overview 1

Solution Components 3

Cisco Unified Communications Manager 3

IPv6 3

Cisco Voice Gateways 4

Agent Phones 4

Finesse and Multiline 5

Cisco Unified Customer Voice Portal 5

Cisco Unified IP IVR 6

Unified Intelligent Contact Manager 7

Time Synchronization 7

Cisco Unified Contact Center Enterprise 8

Unified CCE Software Components 8

Redundancy and Fault Tolerance 10

Peripheral Gateway and PIMs 11

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Unified CCE Agent Desktop Options 12

Administration and Data Server and Administration Client 13

Administration Server and Administration Client 13

Real-time Data Server 15

Historical Data Server And Detail Data Server 16

Unified CCE Reporting 16

Cisco Unified Intelligence Center 16

Unified Contact Center Management Portal 16

JTAPI Communications 17

Multichannel Subsystems: EIM and WIM 19

Cisco Outbound Option 19

Cisco Unified Mobile Agent 20

Serviceability 20

Diagnostic Tools 20

Network Management Tools 20

Combining IP Telephony and Unified CCE in the Same Unified Communications Manager

Cluster 21

Combining IP Telephony and Unified CCE Extensions on the Same IP Phone 21

Agent Phones in Countries with Toll-Bypass Regulations 22

Queuing in a Unified CCE Environment 23

Transfers and Conferences in Unified CCE Environments 23

Dial Plans 24

Sample Unified CCE with Unified CVP Dial Plan 24

CHAPTER 2

Deployments 27

Unified CCE Base Model 27

Unified CCE Base Model Architecture 28

Unified CCE Base Model Components 29

Unified CCE Base Model Design Requirements 31

Unified CCE Base Model Variations 32

Enterprise Unified CCE Peripheral 33

Unified CCE Administration and Data Server 33

Agent Type Deployment Scenarios 37

Local Agent 37

Local Agent Architecture 38

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Local Agent Components 38

Local Agent Benefits 39

Local Agent Design Requirements 39

Remote Offices 40

Remote Office with Agents 41

Remote Office with Agents Architecture 41

Remote Office with Agents Components 42

Remote Office with Agents Benefits 42

Remote Office with Agents Design Requirements 43

Remote Office with Agents and Voice Gateway 44

Remote Office with Agents and Voice Gateway Architecture 45

Remote Office with Agents and Voice Gateway Components 45

Remote Office with Agents and Voice Gateway Benefits 46

Remote Office with Agents and Voice Gateway Design Requirements 46

Home Agent with Broadband 48

Unified Mobile Agent 48

Unified Mobile Agent Architecture 49

Unified Mobile Agent Components 50

Unified Mobile Agent Benefits 50

Unified Mobile Agent Design Requirements 50

Centralized Data Center 54

Geographically Redundant Data Centers 55

Geographically Redundant Data Centers with Clustering over WAN 56

Geographically Redundant Data Centers with Distributed Unified Communications Manager

Clusters 57

CHAPTER 3

Design Considerations for High Availability 59

High Availability Designs 59

High Availability and Virtualization 61

Data Network Design Considerations 61

Public and Private Network Connections 62

Unified Communications Manager Design Considerations 63

Unified Communications Manager Redundancy 64

Unified Communications Manager Load Balancing 65

Unified CVP Design Considerations 66

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Unified IP IVR Design Considerations 67

High Availability Through Call Forwarding 68

High Availability Through Call Flow Routing Scripts 68

Cisco Web and E-Mail Interaction Manager Design Considerations 69

Unified CCE Integration 69

Load-Balancing Considerations 69

Failover Management 70

Cisco Outbound Option Design Considerations 70

SIP Dialer Design Considerations 71

Agent Peripheral Gateway Design Considerations 72

Agent PG Deployment for Unified Communications Manager Cluster 74

Central Controller Design Considerations 77

Common Processes That Support Failovers 78

Failure Detection Methods 78

Device Majority 78

PG Weight 78

Record Keeping During Failovers 79

Call Survivability 79

Unified CCE Failovers During Network Failures 79

Response to Private Network Failures 80

Response to Public Network Failures 81

Failures Between Unified Communications Managers 81

Failures Between Data Centers in Clustering over WAN 81

Failures to Agent Sites in Clustering over WAN 82

Response to Failures of Both Networks 82

Unified CCE Failovers During Single-Component Failures 83

Agent PG Fails 83

Subscriber Without CTI Manager Link to Agent PG Fails 84

CTI Manager with Agent PG Link Fails 86

Voice Response Unit PG Fails 88

Logger Fails 88

Administration and Data Server Fails 89

CTI Server Fails 90

Cisco Finesse Server Fails 92

Finesse Behavior When Other Components Fail 92

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CTI OS Server Fails 93

Unified CCE Failovers During Multicomponent Failures 93

Agent PG and CTI Manager Fail 93

Unified Communications Manager Subscriber and CTI Manager Fail 94

Other Considerations for High Availability 96

Reporting Considerations 96

CHAPTER 4

Features 97

Precision Routing 97

Precision Routing Attributes 97

Precision Routing Limitations 98

Agent Greeting 98

Agent Greeting Phone Requirements (for Local Agents Only) 98

Agent Greeting Functional Limitations 99

Whisper Announcement with Agent Greeting 99

Whisper Announcement 99

Whisper Announcement Audio File 100

Whisper Announcement with Transfers and Conference Calls 100

Whisper Announcement Functional Limitations 100

Congestion Control 101

Deployment Types 102

Congestion Treatment Mode 105

Congestion Control Levels and Thresholds 105

Real-Time Capacity Monitoring 106

Congestion Control Configuration 107

Congestion Level Notification 107

Call Treatment for Outbound Option 107

Special Operating Condition 107

CHAPTER 5

Unified CCE Desktop Deployment Scenarios 109

Desktop Architecture 109

Peripheral Gateway and CTI Server 109

Cisco Finesse Server 109

CTI Object Server 111

Agent Desktops 112

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Supervisor Desktops 113

Agent Mobility 113

Desktop Solutions 114

Cisco Finesse Desktop Solution 115

Finesse REST API 115

Finesse Agent Desktop 116

Finesse Supervisor Desktop 116

Finesse Administration Console 116

Finesse Multiserver Support 117

Load Balancing for Finesse 117

CTI OS Desktop Toolkit Solution 118

CTI OS Desktop Toolkit SDK and User Applications 119

Cisco Unified CRM Connector for Siebel Solution 122

Silent Monitoring 122

Unified Communications Manager Silent Monitoring 123

Cisco Finesse 124

CTI OS 124

CTI OS-Based Silent Monitoring 125

Clusters 128

Connection Profiles 128

Cisco Remote Silent Monitoring 128

RSM Platform Considerations 129

CTI OS Server 130

CTI Server 130

Voice Response Unit 130

Agent Phones 131

RSM Server Considerations 131

RSM Component Interaction 132

RSM Deployment Models 133

Single Site 133

Multisite WAN 135

Single Cluster with Multiple PG/CTI OS 139

Multiple Cluster with Multiple PG/CTI OS 140

Remote Silent Monitoring Bandwidth Requirements 140

Agent Phone Bandwidth Figures 141

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RSM Codec Support 142

Failover Redundancy and Load Balancing 142

Host-Level Security 144

Transport or Session-Level Security 144

Support for Mobile Agent, IP Communicator, and Other Endpoints 144

Deployment Considerations 145

Citrix and Microsoft Terminal Services 145

Cisco Finesse 145

CTI OS Toolkit Desktop 145

NAT and Firewalls 146

Cisco Finesse and NAT 146

CTI Toolkit Desktop and NAT 146

Cisco Finesse and CTI OS Agents on the Same PG 146

IP Phone and IP Communicator Support 147

Cisco Jabber Support 147

Desktop Latency 148

CHAPTER 6

Cisco Outbound Option Description 149

Cisco Outbound Option Feature Description 149

Cisco Outbound Option Processes 150

Benefits of Cisco Outbound Option 150

Cisco Outbound Option Deployment Considerations 151

SIP Dialer Deployment Considerations 151

Outbound Dialing Modes 152

Call Flow for Agent-Based Campaign 152

Call Flow for Transfer to VRU Campaign 154

Cisco Outbound Option for Unified CCE 156

Enterprise Deployments 156

Single Gateway Deployment for SIP Dialer 156

Multiple Gateway Deployment for SIP Dialer 157

Clustering Over the WAN 158

Distributed Deployments 158

Distributed Deployment for Agent-Based Campaign 158

Distributed Deployment for Transfer to Unified CVP Campaign 160

Distributed Deployment for Transfer to IP IVR Campaign 161

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Unified Contact Center Enterprise Deployments 163

Configure Cisco Outbound Option for Unified CCE 163

Calculate Number of Dialer Ports 163

Voice Gateway Considerations 163

Agent PG Considerations 164

Unified Communications Manager Considerations 164

Cisco Unified SIP Proxy Considerations 164

Unified CVP Considerations 164

Unified IP IVR Considerations 164

Unified Mobile Agent Considerations 165

SIP Dialer Throttling Considerations 165

Single Gateway Deployment 165

Multiple Gateway Deployment 166

SIP Dialer Recording 166

Call Transfer Timelines 167

High Availability Design for SIP Dialer 167

Campaign Manager and Import 167

SIP Dialer 168

CTI Server and Agent PG 168

Cisco Unified SIP Proxy Server 168

Cisco Outbound Option for Unified Mobile Agents 169

References 169

CHAPTER 7

Cisco Unified Mobile Agent 171

Cisco Unified Mobile Agent Architecture 171

Connection Modes 172

Call-by-Call Connection Mode 172

Nailed Connection Mode 173

Mobile Agent Connect Tone for Nailed Connection Mobile Agent 174

Supported Mobile Agent and Caller VoIP Endpoints 174

Agent Location and Call Admission Control Design 175

Dial Plan Design 176

Music on Hold Design 176

Codec Design 177

DTMF Considerations with Mobile Agent 177

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Cisco Unified Border Element Considerations with Mobile Agent 178

Cisco Unified Mobile Agent Interfaces 178

Cisco Agent Desktop 178

Cisco Agent Desktop Silent Monitoring and Recording 179

CTI OS 180

CTI OS Silent Monitoring 181

Cisco Finesse 182

Cisco Finesse Mobile Agent Silent Monitoring 183

Customer Relationship Management Integrations 183

Unified Mobile Agent with Cisco Outbound Option 183

Cisco Unified Mobile Agent Fault Tolerance 184

Unified Mobile Agent Sizing 184

CHAPTER 8

Video Contact Center 185

Video Contact Center Overview 185

Video Contact Center Features 186

Video Remote Expert 187

Video Topologies 188

Video Call Flows 190

Video Remote Expert Support for Contact Center Features 190

Video Infrastructure 190

CHAPTER 9

Securing Unified CCE 193

Introduction to Security 193

Security Layers 194

Platform Differences 195

Security Design Elements 195

Other Security Guides 196

Network Firewalls 197

TCP/IP Ports 197

Network Firewall Topology 197

Network Address Translation 198

Active Directory Deployment 198

AD Site Topology 199

Organizational Units 199

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Application-Created OUs 199

AD Administrator-Created OUs 199

IPSec Deployment 201

Host-Based Firewall 202

Configuring Server Security 203

Unified Contact Center Security Wizard 203

Virus Protection 203

Antivirus Applications 203

Configuration Guidelines 203

Intrusion Prevention 204

Patch Management 204

Security Patches 204

Automated Patch Management 204

Endpoint Security 205

Agent Desktops 205

Unified IP Phone Device Authentication 206

Media Encryption (SRTP) Considerations 207

IP Phone Hardening 207

CHAPTER 10

Sizing Contact Center Resources 209

Contact Center Basic Traffic Terminology 209

Contact Center Resources and the Call Timeline 212

Erlang Calculators as Design Tools 213

Erlang-C 213

Erlang-B 214

CHAPTER 11

Sizing Unified CCE Components and Servers 215

Sizing Considerations for Unified CCE 215

Core Unified CCE Components 215

Operating Conditions 216

Additional Sizing Factors 219

Peripheral Gateway and Server Options 223

Agent Greeting Sizing Considerations 224

Central Controller 224

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Peripheral Gateway 225

Communications Manager 225

Mobile Agent 225

CVP and VXML Gateway 225

Whisper Announcement Sizing Considerations 225

Throttling During Precision Queue Changes 225

System Performance Monitoring 226

Summary 227

CHAPTER 12

Sizing Cisco Unified Communications Manager Servers 229

Sizing Unified Communications Manager Clusters for Unified CCE 229

Cluster Sizing Concepts 230

Cisco Unified Collaboration Sizing Tool 231

Cluster Guidelines and Considerations 231

Unified Communications Manager Redundancy 234

Load Balancing for Unified Communications Manager 235

Deployment of Agent PG in Unified Communications Manager Cluster 235

Sizing Considerations for Unified Mobile Agent 236

CHAPTER 13

Bandwidth Provisioning and QoS Considerations 237

Bandwidth Provisioning and QoS Considerations for Unified CCE 237

Unified CCE Network Architecture Overview 238

Network Segments 239

IP-Based Prioritization and QoS 241

UDP Heartbeat and TCP Keep-Alive 242

HSRP-Enabled Network 243

RSVP 243

Traffic Flow 244

Public Network Traffic Flow 244

Private Network Traffic Flow 244

Bandwidth and Latency Requirements 245

Quality of Service 245

Where to Mark Traffic 246

How to Mark Traffic 246

QoS Configuration 249

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QoS Enablement in Unified CCE 249

QoS Configuration on Cisco IOS Devices 249

QoS Performance Monitoring 252

Bandwidth Provisioning 252

Bandwidth Requirements for Unified CCE Public and Private Networks 252

Public Network Bandwidth 252

Private Network Bandwidth 252

Bandwidth Requirements for Clustering over WAN 255

Bandwidth Requirements for Finesse Client to Finesse Server 257

Auto Configuration 258

Options for Gateway PG and Unified CCE 258

Outbound Option Bandwidth Provisioning and QoS Considerations 259

Distributed SIP Dialer Deployment 260

Agent-Based Campaign –No SIP Dialer Recording 260

Agent-Based Campaign –SIP Dialer Recording 261

Transfer-To-VRU Campaign –No SIP Dialer Recording 262

Transfer-To-VRU Campaign –SIP Dialer Recording 263

Bandwidth Requirements and QoS for Agent and Supervisor Desktops 264

Bandwidth Requirements for CTI OS Agent Desktop 264

CTI-OS Client/Server Traffic Flows and Bandwidth Requirements 265

Silent Monitoring Bandwidth Usage 265

CTI OS Server Bandwidth Calculator 266

Bandwidth reductions for CTI OS Server and CTI OS Agent Desktop 266

Bandwidth Requirements for an Administration and Data Server and Reporting 267

Bandwidth Requirements for Cisco EIM/WIM 267

Bandwidth and Latency Requirements for the User List Tool 267

CHAPTER 14

Cisco Unified Contact Center Management Portal 269

Unified Contact Center Management Portal 269

Unified CCMP Architecture 270

Portal Interfaces 270

Deployment Modes 271

Lab Deployment 271

Standard Deployments 271

Resilient Deployments 271

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Parent/Child Deployment 272

Unified CCE Administration and Data Server 272

Roles 272

Administration Server (Configuration-Only Administration Server) 273

Systems That Exceed Published Limits 273

Software Compatibility 273

Reporting 273

Bandwidth Requirements 274

References 274

APPENDIX A

Acronym List 275

APPENDIX B

System Requirements and Constraints 287

Introduction to the Unified CCE Reference Designs 287

Unified CCE Reference Designs 288

Unsupported Configurations in the Unified CCE Reference Designs 289

Configuration Limits and Scalability Constraints for Unified CCE Reference Designs 289

Component and Feature Support for Unified CCE Reference Designs 296

Configuration Limits and Scalability Constraints for Non-Reference Designs 309

Administration and Data Server Limits by Deployment Type 314

Standard Operating Conditions 315

Data Store Configurations 318

Workstation Specifications 318

All-Event Client and Monitor-Mode Connection Limits 318

G.711 Audio Codecs Support 319

Codec Support in CVP 320

Codec Support in Unified CCE 320

Mixed Environments Not Supported 321

Solution Component and Feature Availability by Deployment Type 321

Congestion Control Limits by Deployment Type 322

Scalability Impacts of Components and Features 323

Notes on Unified ICM/Unified CCE Components 324

Administration & Data Server Deployment Capacities and Requirements 325

CTI OS Server 326

Silent Monitor Service for CTI OS 326

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Cisco Unified Web and E-Mail Interaction Manager 326

Cisco Finesse Server 327

Unified Contact Center Management Portal 327

E.164 Dial Plan Design Considerations 328

APPENDIX C

Parent/Child 329

Parent/Child Architecture 329

Parent/Child Components 330

Unified ICM (Parent) Data Center 330

Unified CCE Call Center (Child) Site 330

Unified CCE Gateway PGs at Data Center 331

Bandwidth for Unified CCE Gateway PG to Central Controller 332

Bandwidth for Unified CCE Gateway PG to System PG 332

Unified CCE System Peripheral 333

Parent/Child Limitations 334

Active Directory Deployments for Parent/Child 335

Unified CCMP for Parent/Child Deployments 336

Parent/Child Deployments Across Sites 337

Geographically Redundant Child Data Centers (Using Unified IP IVR) 339

Geographically Redundant Child Data Centers with CoW 340

Unified IP IVR-Based Child Data Centers with Distributed Unified Communications

Manager 341

Unified CCE High Availability with Unified ICM 341

Parent/Child Call Flows 342

Typical Inbound PSTN Call Flow 342

Post-route Call Flow 343

Parent/Child Fault Tolerance 343

Unified CCE Child Loses Connection to Unified ICM 343

Unified CCE Gateway PG Cannot Connect to Unified ICM 344

Reporting and Configuration Impacts 345

Other High Availability Considerations 345

Traditional ACD Integration 345

Hybrid Deployment with Fixed PSTN Delivery 345

Hybrid Deployment with Unified CVP 345

ACD Integration and Parent/Child Deployments 346

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Traditional VRU Integration 346

Integration Through PBX Transfer 346

Integration Through PSTN Transfer 347

Integration Through VRU Double Trunking 348

Unified Communications Manager Transfer and VRU Double Trunking 349

APPENDIX D

Cisco Agent Desktop 351

CAD Base Services 351

Cisco Agent Desktop Solution 352

CAD User Applications 353

CAD Application Features 353

Cisco Agent Desktop 354

Cisco Agent Desktop IP Phone Agent 355

Cisco Supervisor Desktop 356

Cisco Desktop Administrator 357

Cisco Desktop Monitoring Console 357

CAD Silent Monitoring and Recording 357

CAD-Based Monitoring 358

Desktop Monitoring 358

Server Monitoring 358

Mobile Agent Monitoring 358

Fault Tolerance for CAD-Based Monitoring and Recording 359

Load Balancing for CAD-Based Monitoring and Recording 359

Cisco Agent Desktop Presence Integration 359

Cisco Agent Desktop and NAT 361

Support for IP Phones and IP Communicator 363

Cisco Agent Desktop and Citrix 363

Support for Mix of CAD and CTI OS Agents on the Same PG 364

High Availability for Cisco Agent Desktop 364

Cisco Agent Desktop Failover Scenarios 364

CAD IP Phone Agent 365

Replacement of MSDE with SQL Database Server 366

Cisco Agent Desktop Component Sizing 366

Cisco Agent Desktop Operating Conditions 366

CTI OS for Cisco VXI 370

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Cisco Agent Desktop Base Services 370

Cisco Agent Desktop VoIP Monitor Service 370

Cisco Agent Desktop Recording and Playback Service 370

Peripheral Gateway and Server Options for Cisco Agent Desktop 371

Bandwidth Requirements for Cisco Agent Desktop 372

Silent Monitoring Bandwidth Usage 372

Cisco Agent Desktop Applications Bandwidth Usage 375

Cisco Agent Desktop Service Placement 378

Miscellaneous Deployment Considerations 379

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Contents

Preface

•Change History, page xix

•About This Guide, page xx

•Audience, page xx

•Organization of This Guide, page xx

•Related Documents, page xxii

•Obtaining Documentation and Submitting a Service Request, page xxii

•Field Alerts and Field Notices, page xxii

•Documentation Feedback, page xxii

•Conventions, page xxii

Change History

DateChanges

Initial release for 10.5Clarified discussion of PG Failover mechanism in "Design

Considerations for High Availability."

Updated limits for precision queues. Added information on throttling

during precision queue changes.

Updated links to some of the bandwidth calculators.

Removed design information about the deprecated SCCP Dialer.

July 16, 2014Added information on the Unified CCE Reference Designs to the

"System Requirements and Constraints" appendix.

Added information on Finesse behavior during failovers to the "Design

Considerations for High Availability" chapter.

Added information about Finesse support for XenApp to the "Unified

CCE Desktop Deployment Scenarios" chapter.

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DateChanges

August 26, 2014Added information about All-Event client and Monitor-Mode connection

limits to the "System Requirements and Constraints" appendix.

March 4, 2015Changed limits on active agents per Unified CM cluster to reflect recent

improvements.

July 6, 2015Added section "Load Balancing for Finesse" to the "Unified CCE

Desktop Deployment Scenarios" chapter.

September 25, 2015Updates to All-Event Client limits

January 5, 2016Added notes on G.711 bandwidth for remote offices

February 12, 2016Updated Desktop Latency section.

November 30, 2016Corrected version to remove 11.0 information that was added by mistake.

About This Guide

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

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

Successful deployment of Unified CCE also requires familiarity with the information presented in the Cisco

Collaboration System Solution Reference Network Designs.

Audience

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

Organization of This Guide

ContentSection

Introduces the components in a Unified CCE deployment.Architecture Overview

Describes the standard Unified CCE model deployments.Deployments

Discusses the Unified CCE features that provide for high availability

in your contact center. This chapter also provides pointers on how

to design your contact center to support the high availability features.

Design Considerations for High

Availability

Discusses the Precision Routing, Agent Greeting, Whisper

Announcement, and Congestion Control features.

Features

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Preface

About This Guide

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