Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 1 EIM/WIM Architecture & Design Goran Selthofer Cisco TAC

Cisco Confidential© 2013 Cisco and/or its affiliates. All rights reserved. 1

EIM/WIM Architecture & Design

Goran SelthoferCisco TAC

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

Agenda• Deployment Overview

Virtualization

Components & Services

• Email & Chat Task RoutingStandalone

Integration with CCE

Exception Queue

• Media BlenderCallback

• Sizing & Best PracticesPreferred “Sticky” Agent

Understanding Handle Time Moved to Appendix

• What’s New in 9.0(2)

Cisco Confidential 3© 2013 Cisco and/or its affiliates. All rights reserved.

Deployment Overview


Platform• Bare-metal deployments still supported, but not recommended

SRND ONLY for bare-metal server hardware requirements

• Virtualized Hardware

Virtualized deployments always follow the DocWiki’s hardware requirements:

UCS Tested Reference Configuration (TRC)

Specs-based 3rd party on Intel Xeon

• Virtualized Deployments

VMware ESXi 5.0 Hypervisor

Pre-sized OVA templates for all size deployments, small to large

http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Downloads_(including_OVA/OVF_Templates)#Cisco_Unified_Email_Interaction_Manager_and_Web_Interaction_Manager

4

http://docwiki.cisco.com/wiki/Virtualization_for_Unified_Email_Interaction_Manager_-_Web_Interaction_Manager

VMware ESXi


Example OVA Template SetsApplication, OVA Capacity and Notes+Download Link Contents

No of VM's to deploy of each component

vCPU vDisk vRAM/Memory

EIMWEIMWIM_Template_4_v9.0.ovaDeployed Template Name:

CUEIM-WIM_CIM9_4Deployment Option:

200 agents - Chat only or200 agents - Email and Chat

All components except web

Web Server

1

1

8

1

1 x 80GB

1 x 80GB

16 GB

1 GB

EIMWIM_Template_5_v9.0.ovaDeployed Template Name:


250 Agents - Email and Chat or120 Agents - BC and CallBack

EIMWIM_Template_9_v9.0.ovaDeployed Template Name:


1250 Agents - Email and Chat or600 Agents - BC and CallBack

File Server 1 2 1 x 80GB 2 GB

Messaging Server 1 2 1 x 80GB 2 GB

Application Server 5 2 1 x 80GB 2 GBWeb Server 5 1 1 x 80GB 1 GB

Services Server 1 2 1 x 80GB 8 GB

Database Server 1 81 x 80 GB for OS and

1 x 438 GB for DB16 GB

File Server 1 2 1 x 80GB 2 GBMessaging Server 1 2 1 x 80GB 2 GBApplication Server 1 2 1 x 80GB 2 GB

Web Server 1 1 1 x 80GB 1 GBServices Server 1 2 1 x 80GB 4 GB

Database Server 1 21 x 80 GB for OS and

1 x 150 GB for DB4 GB

1:1App:Web

http://software.cisco.com/download/release.html?mdfid=280970910&catid=278875240&softwareid=283929858&release=9.0&rellifecycle=&relind=AVAILABLE&reltype=all




Standardization in 9.0(2)• Reduced the overall number of supported configurations in SRND

Less confusion in the field

Less .OVA templates to consider

• Addressed gaps with port requirements for EIM WIM components

Supported Configurations:

• < = 200 standardized agentsUse LITE Configuration

• > 200 and < = 250 standardized agentsUse 1 Web/App Fully Distributed Configuration

• > 250 and <= 1250 standardized agentsCPU and RAM will remain the same as that for the 1250 configuration

Only # of Web/App Server will vary for every 250 increment (e.g., 500 = 2, 750 = 3, 1000 = 4, 1250 = 5)


Q1. True or False?The Cisco DocWiki provides solution reference network design and sizing requirements for EIM/WIM in a virtualized environment.

TRUE

The traditional PDF-based SRND is to be used for bare-metal deployments only.


EIM/WIM Distributed Deployment

Windows

ApplicationServer

Windows

DatabaseServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

WebServer


EIM/WIM Component OverviewServer Purpose Operating System Components Scaling

Database Server

Stores EIM/WIM Configuration,

Reporting, System Data, Attachments

Microsoft Windows 2008 R2, 64 bit, Enterprise or

Standard

Microsoft SQL Server 2008 R2, 64

bit, Enterprise or Standard;

Microsoft SQL Server Clustering Supported

File ServerStores Web,

Configuration, Data Files


Standard

Standard UNC File Share 1 in Deployment

Services ServerRuns all ‘Services’,

each with one to many ‘Instances’


Standard

Microsoft SQL Server JDBC Driver

v3.0; JDK 1.7 (Update 2+)

1 in Deployment

Application Server

JSP/Servlet Engine & Enterprise JavaBean

Container; Core Business Logic


Standard

Microsoft SQL Server JDBC Driver v3.0; JBoss 7.1.2;

JDK 1.7 (Update 2+)

Up to 5 Web/Application Server Pairs


EIM/WIM Component OverviewServer Purpose Operating System Components Scaling

Messaging Server

Manages Asynchronous

Communication between Server Side Components and the

User (Agent/Customer) Interface


Standard

JBoss 7.1.2; JDK 1.7 (Update 2+) 1 in Deployment

Web Server Serves Static Content to Web Browsers


StandardMicrosoft IIS 7.5 Up to 5 Web/Application

Server Pairs

User Desktop

Allows Access to Agent, Supervisor,

Administrator, or System Consoles

Microsoft Windows XP (SP3+); Microsoft

Windows Vista (SP2+); Microsoft Windows 7

Internet Explorer 7.0 or 8.0 or 9.0, Java

JRE 1.6u30+ or 1.7 with “Allow insecure

versions” option

1 per Agent


Services


Java and JBoss• EIM/WIM uses an open-source Application server and servlet engine

requires Development Kit

• EIM/WIM Services also require Development Kit


Service & Process Matrix

• An EIM/WIM Service is called a process in the system Admin UI.

• Each process maps to a Java.exe or Javaw.exe process on the Services server.

Server Cisco Service JBoss JDK Java Processes

Web Server No No No n/a

Application Server Yes Yes Yes 1 Java.exe

Services Server Yes No Yes> 4 Java.exe*

> 12 Javaw.exe*

Messaging Server Yes Yes Yes 1 Java.exe

Database Server No No No n/a

File Server No No No n/a

Varies depending on number of

EIM/WIM services enabled


Key Components – Standalone Task Routing• IIS Web Server – Access point for agents, administrators, and chat customers

Serves sessions to JBoss Application Server (“passthrough”)

• Corporate mail serverExchange, Lotus, etc. NOT EIM!

• Retriever – “Retrieves” incoming emails from corporate mail server POP3 or IMAP protocols

• Dispatcher – “Dispatches” outgoing emails to corporate mail serverSMTP or ESMTP protocols

• Workflow (Rules-Engine) – Processes incoming emails and routes to queues

• Agent Assignment – Assigns CHAT activities in queue to available agents


Standalone Task Routing – Agent Login

Windows

ApplicationServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

WebServer

Windows

DatabaseServer


Standalone Task Routing – Email

Windows

ApplicationServer

Windows

FileServer

Windows

MessagingServer

Windows

WebServer

RX / DX

1) Retrieved from IMAP/POP32) Case created in DB: [#12345]3) Inbound Workflow applied4) Routed to Queue5) Assigned to Agent

Windows

DatabaseServer

Windows

ServicesServer


Standalone Task Routing – Chat• Entry Point – Interface used by customers to enter chat queue

Fields can be customized and used in routing variables

Email address collected by default for post-chat transcript

• Web Server must reside in DMZ for customer accessAgent sessions can share the same Web Server

This is also done when agents will access over the internet (i.e. outsourcer)

Typically deployed on a dedicated server, i.e. UCS C220M3 or old MCS

• Alternatively, can deploy a second Web/App Server pair within the corporate firewall

Windows

WebServer


Local Agent Connections

Internet Agent Connections

Standalone Task Routing – Chat

Windows

ApplicationServer

Windows

DatabaseServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

WebServer

RX / DX

Windows

WebServer

Windows

ApplicationServer




Standalone Task Routing – Chat

Windows

DatabaseServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

WebServer

RX / DX

Windows

WebServer

Windows

ApplicationServer

1) Customer Entry Point 2) Case created in DB: [#67890]3) Routed to Queue4) Assigned to Agent

Windows

ApplicationServer


Q2. Which of the following components does NOT need to be installed on the EIM/WIM Application Server?

20

C. Internet Information Services (IIS)

A. Microsoft SQL Server JDBC Driver

D. Java Development Kit (JDK)

B. JBoss

IIS should only be installed on the Web Server.


Q3. True or False?EIM can function as its own email server. Customers can optionally integrate EIM with an existing corporate mail server, such as Exchange or Lotus.

FALSE

An external corporate mail server that supports IMAP/POP3 and SMTP is required (even Gmail can be used). EIM is not its own email server!


Q4. Which is the correct task flow for standalone emails?

B.

A.

D.

C.

Retriever Create Case

Inbound Workflow

Route to Queue

Assign to Agent

Retriever Inbound Workflow

Create Case

Route to Queue

Assign to Agent

Entry Point

Inbound Workflow

Create Case

Route to Queue

Assign to Agent

Entry Point

Create Case

Inbound Workflow

Route to Queue

Assign to AgentE.

Internet Magic Assign to Agent


Integration with CCE


Key Components – CCE Integrated Routing• Data Access Layer (DAL) – JDBC/ODBC access to CCE AWDB

Agent authentication

Integrated objects (Primary/Secondary CTI Server address, MRDs, Routing Scripts, etc)

• External Agent Assignment Service – Request routing instructions from MR PIMMR PIM passes request to CCE Router, which runs Routing Script and returns destination agent

EAAS replaces AAS from Standalone routing

• Listener – Communicates agent availability to CTI ServerDistinguishes Ready/Not Ready for Email/Chat


EIM/WIM to UCCE Object Mappings



UCCE Agent

Application Instance

Application PathFor Agent PG

Peripheral – MRD1Peripheral – MRD2

…

MediaClass

MRD1

MRD2

MRDX

MRD

SG 1

SG2

SGX

ScriptSelector 1

ScriptSelector 1EIM/WIM Q2

EIM/WIM Q1

EIM/WIM User Group

EIM/WIM User



EIM/WIMUser

EIM/WIMQueue

UCCE Agent

UCCE Skill Group

EIM/WIMGroups

UCCE MRD +Script Selector

Pair


ICMAgentID v EIM/WIM AgentID• EIM/WIM Logs Referencing ICMAgentID are Actually Referring to Agent’s SkillTargetID

• EIM/WIM also Stores a Local AgentID

• Integrated Agents have both, Standalone Agents have EIM/WIM AgentID

• System Administrator (pa/sa) are essentially Standalone Users

EIM/WIM Database ICM Database

Gino D'Addario (ginod)

work this into the previous slide




CCE Integrated Routing – Agent Login

Windows

ApplicationServer

Windows

DatabaseServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

Call Server

Windows

WebServer

AWDB

RX / DX

Windows

WebServer

Windows

ApplicationServer

RX / DX

Windows

Data Server

DAL




CCE Integrated Routing – Email

Windows

ApplicationServer

Windows

FileServer

Windows

MessagingServer

Windows

Data Server

Windows

Call Server

Windows

WebServer

AWDB

RX / DX

Windows

WebServer

Windows

ApplicationServer

RX / DX

1) Retrieved from IMAP/POP32) Case created in DB: [#12345]3) Inbound Workflow applied

Windows

DatabaseServer

DAL

Windows

ServicesServer




CCE Integrated Routing – Email

Windows

ApplicationServer

Windows

FileServer

Windows

MessagingServer

Windows

Data Server

Windows

Call Server

Windows

WebServer

MR PIM

CTI Svr

AWDB

EAAS

Listener

DAL

RX / DX

Windows

WebServer

Windows

ApplicationServer

RX / DX

1) Retrieved from IMAP/POP32) Case created in DB: [#12345]3) Inbound Workflow applied4) Sent to ICM Routing Script5) Assigned to Agent

Windows

DatabaseServer

Windows

ServicesServer


RX / DX



CCE Integrated Routing – Chat

Windows

ApplicationServer

Windows

DatabaseServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

Data Server

Windows

Call Server

Windows

WebServer

MR PIM

CTI Svr

AWDB

EAAS

Listener

DAL

RX / DX

Windows

WebServer

Windows

ApplicationServer

1) Customer Entry Point 2) Case created in DB: [#12345]3) Sent to ICM Routing Script4) Assigned to Agent


Match the integrated EIM/WIM component with the CCE component

EIM/WIM Component CCE Component

External Agent Assignment Service

Data Access Layer

Listener Service

Admin Workstation DB

Media Routing (MR) PIM

CTI Server


Exception Queue


What is the Exception Queue?• EIM Standalone Queue that serves as a bucket for all emails meeting

certain conditions:Delivery Exceptions – Rudimentary spam filter (sender or subject line filter)

System routing failures – No active inbound workflow, CCE script error, etc.

• Integrated agents cannot access standalone queuesOnly Standalone users or Integrated users with the Administrator role

• Depending on the failure, some emails can be transferred to the Integrated QueueEIM will NOT request CCE routing instructions for Delivery Exception emails

Transferring these emails to integrated queues gives the misconception that emails are “stuck in queue”

Administrators must handle these emails, or create an Alarm Workflow to automatically handle them

How do I route the emails to agents?


Alarm Workflows• Inbound Workflows run when an activity initially enters the system;

Alarm Workflows run periodically (hourly, daily, weekly, etc)

• Alarm workflows can process activities in the system and perform actions such as notifications, escalations, reassignments, etc. depending on the specified conditions.

Each deployment comes with an out-of-the-box "Exception Queue Alarm Workflow" that notifies administrators of activities pending in the exception queue.

• An Alarm Workflow can be created to automatically handle Delivery Exception emails in the Exception Queue

In this example, we simply mark them as Complete.

• Step-by-Step: http://docwiki.cisco.com/wiki/Exception_Queue_Email#Automatic_Handling

http://docwiki.cisco.com/wiki/Exception_Queue_Email

http://docwiki.cisco.com/wiki/Exception_Queue_Email


Q5. True or False?The Exception Queue is a standalone queue that integrated users can only access via the Administrator role.

TRUE

The Administrator Role is the only stock role with the necessary permissions to access messages in the Exception Queue.


Media Blender


Cisco Media Blender• Provides Web Callback capability

Acts as an Event Bus, Sharing Software Events between WIM and CCE

• Web Callback – Customer requests voice call through web formCan be immediate (pending agent availability) or delayed for a user-specified period of time

• Blended Collaboration deprecated starting in 9.0(2).CMB no longer used by EIM/WIM. All references removed from UI.

CMB will still ship with EIM/WIM media but will only be used by CCE for Web/Scheduled Callback feature


EIM/WIM Component Overview

• Do not install on Agent PG – conflict with Java/JTAPI

• CMB Version 7.1.3 used in 4.4(1) and 9.0

Server Purpose Operating System Components Scaling

Cisco Media Blender

Event Bus between WIM and UCCE

Microsoft Windows 2003 (SP2 +), 32 bit,

Enterprise or Standard

Apache Tomcat 5.5.28; JDK 1.6 (Update 17+)

1 in Deployment


Key Components –Callback• Entry Point – Interface used by customers to submit request

Fields can be customized and used in routing variables

Phone Number used for Callback

• Blender API – Intermediary between Listener and CTI ServerCalls are placed directly from the agent’s CTI desktop when available




Web Callback

Windows

ApplicationServer

Windows

DatabaseServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

Data Server

Windows

Call Server

Windows

WebServer

MR PIM

CTI Svr

AWDB

EAAS

Listener

DAL

RX / DX

Windows

WebServer

Windows

ApplicationServer

Windows

Media Blender


Sizing & Best Practices


Sizing• All sizing limits assume agents handle 1 concurrent chat and up to 12 emails per hour

Most customers want agents to multitask with multiple activities (5 chats) and higher productivity (20 emails)

More concurrent tasks per agent = Less concurrent agents supported in the deployment!

• SRND:

• Must use Standardized Agent calculations when sizing a deployment

More Standardized Agents =

More Application Server / Web Server pairs


Agent Sizing Example

• Each chat session is essentially counted as another agent session.

1 Concurrent Chat

2 Concurrent Chats

3 Concurrent Chats

4 Concurrent Chats

5 Concurrent Chats

0

200

400

600

800

1000

1200

1400

100 Stand. Agents200 Stand. Agents250 Stand. Agents500 Stand. Agents750 Stand. Agents1000 Stand. Agents1250 Stand. Agents

Act

ual A

gent

Cou

nt SRND Agent Count


Agent Concurrent Task Limits• Concurrent Task Limit set on a per queue, per agent basis

• Consistent across the MRD. When an agent belongs to multiple skill groups from the same MRD, the highest Concurrent Task Limit is used for ALL skill groups/queues


System Concurrent Task Limit• Max Task Limit for media type set in CCE MRD “Max Calls in Queue”

5000 for all media types in 4.x, 15,000 for email in 9.x

CCE will not allow more activities to be queued, will trigger routing failure


Planning for Growth• Database Growth

Incoming & Outgoing Email Volume per Month

Average Size of Each Email (KB)

Excludes attachments

Computational Growth Rates Published in EIM/WIM SRND

Number & Size of Email Attachments for Incoming & Outgoing Emails

• File Server GrowthRate of Growth of Log Files

Computational Growth Rates Published in EIM/WIM SRND

• Future Agent Growth Requires Discussion with Customer

• Future Redundant Components


Multiple Lines of Business

Process vs. Instance

Each process contains one to many instances.

Only the System Administrator has access to the processes.

Allows individual lines of business to control their own instances without impacting

others.



Process Administration Best Practice• Set Process start type to “On Demand.” Process will start when an instance requires it.


Instance Administration Best Practice• Automatic Instance startup requires no manual intervention on system restart


Preferred “Sticky” Agent


Preferred Agent – What is it?• Maintain single agent through life of customer case

Establishes consistency and relationship between customer and agent

Wait specified time, then release to any available agent

Example script:


Preferred Agent Configuration• Create UCCE Enterprise Skill Group

• Create UCCE Enterprise Route


Preferred Agent Configuration• Emails queue only when agent is logged in, or wait some time (weekend) until they do log in


Preferred Agent Configuration• Enable Personalized activity assignment in EIM/WIM Administration Console

Administration > Partition: default > Settings > Department > Department Setting Groups > Attributes tab


Preferred Agent Logging• Route Request sent with Preferred Agent’s Skill Target ID (STID)

15:19:19 Trace: Application->PG:

Message = NEW_TASK; Length = 78 bytes

DialogueID = (2) Hex 00000002

PreferredAgent = (5030) Hex 000013a6

ECC Variable Name: user.cim.activity.id

Value: 2757

• Routing Instructions sent, task destined for Preferred Agent as requested15:19:19 Trace: PG->Application:

Message = DO_THIS_WITH_TASK; Length = 90 bytes

DialogueID = (2) Hex 00000002

Agent = (5030) Hex 000013a6

AgentInfo: 1002

ECC Variable Name: user.cim.activity.id

Value: 2757


Preferred Agent Reporting

Emails queued to ‘Queue to Agent’ will not count as queued to skill group for skill group reporting

Call Type variables to count emails queued to a particular

script


What’s New in 9.0(2)


EIM WIM 9.0(2) Browser SupportBrowser OS Agent Customer

IE 8, 9, 10 XP SP3, Vista, Windows 7 √ √

Firefox 3 and higher XP SP3, Vista, Mac OS 10.4, 10.5, 10.6 √

Safari 4 and higher Mac OS 10.4, 10.5, 10.6 √

Chrome 5 and higher All OS’s that Chrome is compatible with √

Opera 9 and higher All OS’s that Opera is compatible with √

Finesse 9.1(1), 10 See System Requirements Guide for Finesse, for compatible OS’s

√


Blended Collaboration Discontinued• Effective with the 9.0(2) release

• Blended Collaboration (BC) is a unique use case: Not the same as Universal Queue, but only a small subset of it.

Not the same as Web/Scheduled Callback.

Mainly allows Voice Call and Page Sharing to happen in parallel.

• No measurable adoption of BC among existing customers Complexity around BC and Cisco Media Blender (CMB) configuration

Limitations with CMB failover and redundancy

• Alternative Options to using BC for EIM WIM customers: Voice + eGain Cobrowse (through Professional Services engagement)

Future plans exist to support “Chat to Voice escalation”


Email/Voice Multitasking• Agents are now able to continue handling emails that were present in the Main Inbox

prior to being routed a voice call.

• Department Level Setting 0 => Voice interrupts new and existing emails (default behavior)

1 => Voice interrupts new emails only (multitasking enabled for existing emails)


Email/Voice Multitasking• Agents are now able to continue handling emails that were present in the Main Inbox

prior to being routed a voice call.

• Department Level Setting 0 => Voice interrupts new and existing emails (default behavior)

1 => Voice interrupts new emails only (multitasking enabled for existing emails)

• What happens at the System Level? 0 => EIM WIM accepts incoming AGENT_INTERRUPT_ADVISORY event from CTI

Inbox/Reply buttons in the EIM WIM agent console are disabled

UCCE will not assign new emails/chats until phone call is completed

1 => EIM WIM rejects incoming AGENT_INTERRUPT_ADVISORY event from CTI

Inbox/Reply buttons in the EIM WIM agent console continue to be function

Agent can send/complete existing emails

UCCE will not assign new emails/chats until phone call is completed


Email/Voice Multitasking

Active Voice Call

Ability to Handle Existing Emails


SolutionsPlus• SolutionsPlus (S+) is a new Cisco/eGain offering

• S+ runs in parallel with the EIM/WIM OEM offering (different SKU)OEM is chat/email, optional customizations. eGain S+ is full eService suite

• S+ brings “additional” eGain products into the Cisco channel, with UCCE & Finesse Integration eGain Mail & Chat (identical to Unified EIM/WIM) eGain Offers eGain Video Chat eGain Cobrowse eGain Chatbot

• For more information: http://www.egain.com/ciscosolutionsplus/

eGain Knowledge eGain Web Self Service eGain ClickToCall eGain Community eGain Social (in Phase 2) eGain CallTrack (in Phase 2)

http://www.egain.com/ciscosolutionsplus/


69

AND TACTICAL FIXES CREATE CHAOS

Tactical customer experience projects running at one time at an eGain client!

50


WHAT WE DOMultichannel Customer Engagement

Interactive sales

Multichannel service

Knowledge management

Trusted cloud solutions

WHO WE AREFounded in 1997Global CRM web Customer Service leader

Offices in USA, EMEA and APAC

70

ABOUT EGAIN

http://www.youtube.com/watch?v=GDWoIbhzpoc&list=PL84piXmoMAf6UUiIZS6xc-gYeuI1Amr1U&feature=share&index=1


Summary• Deployment options and relevant sizing

• Services and key componentsEmail & Chat

CCE Integration

Web Callback

• Sizing and Best practices

• Troubleshooting Training delivered to global TAC, AS, HTTS, PDI:http://docwiki.cisco.com/wiki/EIM/WIM_4.3(x)_Troubleshooting_Training

• Cisco EIM/WIM Documentationhttp://www.cisco.com/en/US/products/ps7236/tsd_products_support_series_home.html

• Cisco Support Forum for Contact Centerhttps://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center

http://docwiki.cisco.com/wiki/EIM/WIM_4.3(x)_Troubleshooting_Training

http://www.cisco.com/en/US/products/ps7236/tsd_products_support_series_home.html

https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center


Understanding Handle Time

Warning!

Logs Ahead!


Multimedia IntegrationKey Differences from Voice:

• Email/Chat Media Routing Domains (MRD)A collection of skill groups and services associated with a specific communication channel. – UCCE Scripting and Media Routing Guide

• ConcurrencyHow many tasks can an agent handle in an MRD?

• InterruptibilityCan one task be interrupted by another task?Concept of “Available” vs. “ICM Available”

Email MRD

Sales Support Billing

I.E. Agent “Available” for email but not “ICM Available”


Interruptibility & Handle Time• Problem Statement: Agent Productivity confusion.

• Business Impact: Agents paid based on activity efficiency. Reported numbers are unclear to supervisors.

• Versions: CCE 9.0(3)

EIM/WIM 9.0(1)

• Troubleshooting Performed: Verified interruptibility settings for Chat and Email MRDs are correct.

Verified concurrent task limits defined in EIM/WIM.

Paid attention to this crash course!


Interruptibility & Handle TimeMedia Routing Domain Email Chat

Concurrent Task Limit 3 2














Interruptibility & Handle Time

Interrupted!

Media Routing Domain Email Chat


!







!Interrupted!




!Interrupted!


Interruptibility & Handle Time

• External Agent Assignment Service MR PIM

• MR PIM Finished!

MRPG

AgentPG

GED-125

18:38:19:693 pg2A-pim2 Trace: Application->PG:Message = NEW_TASK; Length = 102 bytes DialogueID = (10) Hex 0000000a SendSeqNo = (1) Hex 00000001 MRDomainID = (5003) Hex 0000138b PreviousTask = -1:-1:-1 PreferredAgent = Undefined Service = (0) Hex 00000000 CiscoReserved = (0) Hex 00000000 ScriptSelector: 8000ECC Variable Name: user.cim.activity.idValue: 1372

18:38:19:693 pg2A-pim2 Trace: PG->Application:Message = DO_THIS_WITH_TASK; Length = 121 bytes DialogueID = (10) Hex 0000000a SendSeqNo = (1) Hex 00000001 IcmTaskID = 150083:310: 1 SkillGroup = (5036) Hex 000013ac Service = Undefined Agent = (5003) Hex 0000138b AgentInfo: 1003 Label: ECC Variable Name: user.cim.activity.idValue: 1372

Router CallKey

EIM/WIM AgentID

Agent STID


Interruptibility & Handle Time• Listener CTI Server

• Pre-Call Indicator, Links The RouterCallKey & DialedNumber

• Indicators are generally sent from an integrated application EXCEPT DEVICE_TARGET_PRE_CALL_IND which is sent from Router.

• Events are calculations that occur within OPC for interval reporting & All Event Clients

AgentPG

GED-188

18:38:19:693 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument= RouterCallKey=150083 310 NetworkTargetID=0 18:38:19:709 cg1A-ctisvr Trace: SvSkTargID=-1(-1) SkGroupSkTarID=5036(531) 18:38:19:709 cg1A-ctisvr Trace: AgSkTargID=5003 ANI= CED=

18:38:19:709 cg1A-ctisvr SESSION 2: MsgType:AGENT_PRE_CALL_EVENT (MonitorID:0 NumNamedVariables:2 NumNamedArrays:0 ServiceNumber:N/A 18:38:19:709 cg1A-ctisvr SESSION 2: ServiceID:N/A SkillGroupNumber:531 SkillGroupID:5036 SkillGroupPriority:0 MRDID:5003 18:38:19:709 cg1A-ctisvr SESSION 2: AgentInstrument:"" RouterCallKeyDay:150083 RouterCallKeyCallID:310 18:38:19:709 cg1A-ctisvr SESSION 2: RouterCallKeySequenceNum:1 DialedNumber:"8000" )



• Email Offered & Started

• Handle Time Starts Counting

AgentPG

GED-188

18:38:19:724 cg1A-ctisvr SESSION 3: MsgType:OFFER_TASK_IND (InvokeID:0x2c767 MRDID:5003 ICMAgentID:5003 18:38:19:724 cg1A-ctisvr SESSION 3: TaskID:150083/310/1ARMSkillGroupID:5036 ARMServiceID:N/A )

18:38:19:724 cg1A-ctisvr Trace: OFFER_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003 18:38:19:724 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID=5036 18:38:19:724 cg1A-ctisvr Trace: ServiceID=5617416 ApplicationRouted

18:38:25:537 cg1A-ctisvr SESSION 3: MsgType:START_TASK_IND (InvokeID:0x2c768 MRDID:5003 ICMAgentID:5003 18:38:25:537 cg1A-ctisvr SESSION 3: TaskID:150083/310/1ARMSkillGroupID:5036 ARMServiceID:N/A )

18:38:25:537 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003 18:38:25:537 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID=5036 18:38:25:537 cg1A-ctisvr Trace: ServiceID=5617416 ApplicationRouted



• Agent “Active” In Multimedia SG

• Agent Can Still Receive A Second TaskNumTasks=1, MaxTaskLimit=2

AgentPG

18:38:25:537 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig= 18:38:25:537 cg1A-ctisvr Trace: SGState=ACTIVE SGDuration=0 OverallState=ACTIVE OverallDuration=0 Reason=-1 18:38:25:537 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=1 ICMAgentID=5003 18:38:25:537 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0

GED-188



• Agent Gets Second Email (Pre_Call, Offer) and Reads ItHandle Time “pauses” for original email and starts for new email

• Second Email Completed, Original Email Resumed

AgentPG

18:40:33:632 cg1A-ctisvr Trace: PAUSE_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003 18:40:33:632 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason=5000

18:40:33:647 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003 18:40:33:647 cg1A-ctisvr Trace: TaskID=150083:311:1 ICMAgentID=5003 SkillGroupID=5036 18:40:33:647 cg1A-ctisvr Trace: ServiceID=5617416 ApplicationRouted

18:40:39:929 cg1A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003 18:40:39:929 cg1A-ctisvr Trace: TaskID=150083:311:1 PreviousTaskID=-1:-1:-1 18:40:39:929 cg1A-ctisvr Trace: ICMAgentID=5003

18:40:42:788 cg1A-ctisvr Trace: RESUME_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003 18:40:42:788 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason=5000

GED-188



• Original Email Interrupted By Chat

• What are these MRDs? Where can we find their names?USE bxb_awdb select * from t_Media_Routing_Domain

AgentPG

18:40:49:710 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ADVISORY_EVENT (InvokeID:0x2 MRDID:5001 InterruptingMRDID:5002 ICMAgentID:5003 ) 18:40:49:710 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ADVISORY_EVENT (InvokeID:0x2 MRDID:5003 InterruptingMRDID:5002 ICMAgentID:5003 )

GED-188



• Agent Reserved For Chat SG; Interrupted For Email SG

• Offer, Start, End Task Indicators/Events and state transitions mimic Email

• Note: Handle time for chat increments for all running sessions.

18:40:49:710 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig= 18:40:49:710 cg1A-ctisvr Trace: SGState=RESERVED SGDuration=0 OverallState=RESERVED OverallDuration=0 Reason=-1 18:40:49:710 cg1A-ctisvr Trace: MRDID=5002 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AgtAvailStatus=0 ICMAgentID=5003 18:40:49:710 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x21d SkGrpID=5039 NumLines=0 CurLine=-1 ClientStatus=0x0

18:40:49:725 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ACCEPTED_IND (InvokeID:0x2 MRDID:5001 ICMAgentID:5003 ) 18:40:49:725 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ACCEPTED_IND (InvokeID:0x2 MRDID:5003 ICMAgentID:5003 )

18:40:49:725 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig= 18:40:49:725 cg1A-ctisvr Trace: SGState=INTERRUPTED SGDuration=0 OverallState=INTERRUPTED OverallDuration=0 Reason=0 18:40:49:725 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=0 ICMAgentID=5003 18:40:49:725 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0

AgentPG

MRDID

Media

5001 Outbound Email

5002 Chat

5003 Inbound Email

GED-188


Interruptibility & Handle Time• How Can a Failure Event Be Mapped to a Task/Activity?

• Use DialogueID to Correlate AgentPG18:38:19:693 pg2A-pim2 Trace: Application->PG:

Message = NEW_TASK; Length = 102 bytes DialogueID = (10) Hex 0000000a SendSeqNo = (1) Hex 00000001 MRDomainID = (5003) Hex 0000138b PreviousTask = -1:-1:-1 PreferredAgent = Undefined Service = (0) Hex 00000000 CiscoReserved = (0) Hex 00000000 ScriptSelector: 8000ECC Variable Name: user.cim.activity.idValue: 1372

18:38:19:693 pg2A-pim2 Trace: PG->Application:Message = DO_THIS_WITH_TASK; Length = 121 bytes DialogueID = (10) Hex 0000000a SendSeqNo = (1) Hex 00000001 IcmTaskID = 150083:310: 1 SkillGroup = (5036) Hex 000013ac Service = Undefined Agent = (5003) Hex 0000138b AgentInfo: 1003 Label: ECC Variable Name: user.cim.activity.idValue: 1372

18:38:19:693 pg2A-pim2 Trace: PG->Application:Message = NEW_TASK_FAILURE_EVENT; Length = 12 bytes DialogueID = (10) Hex 0000000a SendSeqNo = (1) Hex 00000001 ReasonCode = (209) Hex 000000d1

MRPG


Sample Diagnostic Scenarios


Scenario 1:How to increase JVM heap size for a service/process

• Symptoms

Crash of service/process associated with Retriever and Listener while retrieving large emails/attachments into the system.

• Steps to reproduce

N/A (cannot easily be reproduced in a lab)

• Steps to resolve (for the TAC Participants)

To increase the JVM heap size in EIM WIM 9. Execute following query on Active database and restart respective process and instance.

INSERT INTO EGPL_CONFIG_PROPERTY VALUES ('egpl_dsm.xml', 'JVMParams.<process_name_as_appears_on_UI>','-Xmx256m', null)


Scenario 2:EIM WIM 9 Integration Wizard does not seem to integrate data from Unified CCE

• Symptoms

After completing EIM WIM 9 installation, Listener/EAAS instance are stuck in a connecting state. Integrated users, queues, and user groups are not visible in the administration console.


N/A (cannot easily be reproduced in a lab but faced by a few customers.


In egpl_ds_connpool_map.xml, AW database (AW DB) information may not be updated.

To resolve this issue, take a backup of eservice.ear and configuration.zip.

Delete eservice.ear at the following location on the application server

<INSTALLDIR>:\jboss-as-7.1.2.Final\standalone\deployments\eService.ear

Update the changes for AW DB server name, port, username, password, etc, in egpl_ds_connpool_map.xml available in eservice.ear and configuration.zip.

Restart Cisco Service on all the servers.


Scenario 3:Need clarification for ‘agent concurrent task limit’

• Symptoms

If a user has permission on multiple queues that map to the same MRD, with different concurrent task limits, agents tend to receive more activities than expected.


If the agent has permission on multiple queues, the maximum concurrent task limit when logging in would assume the value of the highest across all queues.

• Steps to resolve (for the TAC Participants) Concurrent task limit of an agent per MRD is defined as the maximum number of concurrent activities that an agent can work on in that

MRD. The agent concurrent task limit is set at the queue level in EIM WIM (default = 1). If this concurrent task limit is met, the agent will be unavailable for future assignment, until the agent load is lesser than the agent’s concurrent task limit .

Ensure that the agent concurrent task limit is high enough to ensure that the agent is able to work on that many number of activities concurrently per MRD.


Scenario 4:Failed to install application server due to duplicate DB entry

• Symptoms

Unable to install web/application server


Install a new web/application server, so as to add it to an active deployment.

Remove Cisco Service from that extra web/application server with standard procedures of removing a service from the windows services panel.

Try installing the web/application again on same VM, and this will reproduce the issue.


Duplicate entries were removed from EGPL_DSM_HOST and EGPL_DSM_HOST_MONITOR tables, after which the installation of the web/application server succeeded.


Scenario 5:Unable to display logo in the signature of an email

• Symptoms

Application does not display logo in the signature.

• Steps to reproduceCreate article from KB console and insert image into it

Now use this article macro in the signature

In the agent console, logo is not rendered in the signature


Based on product behavior, an image cannot be embedded directly as a logo in the signature. In order to do this, the image should be copied to a shared location that is publicly accessible, and the URL to it must be used in the signature. Plans exist to address this in a future product release.

Thank you.


Extra Diagrams


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Administration Synchronization

Windows

ApplicationServer

Windows

DatabaseServer

Windows

FileServer

Windows

MessagingServer

Windows

ServicesServer

Windows

Data Server

Windows

Call Server

Windows

WebServer

MR PIM

CTI Svr

AWDB

EAAS

Listener

DAL

RX / DX

Windows

WebServer

Windows

ApplicationServer

Windows

Media Blender

DAL

Documents

Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 1 EIM/WIM Architecture & Design Goran Selthofer Cisco TAC