Cisco Contact Centers Part 1 © 2013 PSS Confidential

Cisco Contact CentersPart 1

© 2013 PSS Confidential

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Cisco Contact CentersThere are three primary Cisco Contact Center product offerings

UCCE – Unified Contact Center Enterprise CVP-based Queue & IVR IPIVR-based Queue & IVR 12,000+ Agents per instance

Packaged CCE – Packaged Contact Center Enterprise CVP-based Queue & IVR Only Single Physical 2RU Server for all

Telephony and Contact Center software 1,000 Agents per instance

UCCX – Unified Contact Center Express Basic Contact Center, based on IPIVR Up to 400 Concurrent Agents

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Cisco Voice and Unified Communications

Voice Gateways / Integrated Services Routers PSTN Connectivity

TDM: DS0, T-1, E-1, DS-3 – Convert to SIP signaling and G.711, G.729, and other CODECs

SIP – provides security barrier and termination point VXML Browser SIP Proxy DSP Resources

Network PoE (Power over Ethernet) to power phones QoS (Quality of Service) to prioritize voice

Unified Communications Manager (formerly Call Manager) Phone Configurations, Dial Plans, Route Points, Music on Hold

Phones Physical audio-only and Video IP Communicator Softphone

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Cisco Unified Contact Center Enterprise

UCCE and Packaged CCE are the same code base

Automatic Call Distributor (ACD) ICM Provides the Core Scripting and Routing Engine Historical Data Server Provides for Reporting

Requires a Prompting and Queuing System Unified IPIVR – IP Interactive Voice Response

OR Unified CVP – Customer Voice Portal

Agent Desktop (CTI) Finesse Cisco Agent Desktop Adapters for Common CRM Packages (e.g. SF.com, Siebel) Other Custom Integrations via API

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IVR / Self Service CVP Provides the Infrastructure for Robust Self Service

Applications DTMF, Speech Recognition, and Text to Speech Gateways (with VXML Browsers) Can Be Located Anywhere,

Core Servers Remain in Central Locations

Blended Outbound Dialing Predictive, Progressive, Preview, Direct Preview Retains Same Architecture, Additional Software Loaded and

Slightly Higher Server Count

Optional / 3rd Party ALI (Austin Logistics) OnQ and CallTech used to manage dialer lists and provide “best time to call”

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Multi-Channel Email Interaction Manager Advanced Email Routing and SLAs Knowledge Base Automatically Suggests Responses Template Email Responses with Customer Name, Product

Names, etc.

Web Interaction Manager Chat Click to Call Co-browse

System Blends Inbound and Outbound Voice, Emails, and Web Interactions

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Administration Core IT Team Uses Native Tools Moves, Adds, Changes, Deletes, Agent Re-Skilling all Handled

Through Permissions-based Cisco Unified Contact Center Management Portal (CCMP)

Reporting – Cisco Unified Intelligence Center (CUIC) Real-time Reporting

Views Tabular Dashboards

Historical Reporting

Quality Management / Call Recording – All Third Party NICE, Verint, Calabrio, others

Workforce Management – All Third Party NICE, Verint, Calabrio, others

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Inbound Call with IPIVR

Control RTP PSTN / Digital Voice

Route Request

Route Request

Instruct Trans to IPIVR

Transfer to IPIVR

Notification Call has Arrived

Instruct IPIVR, Play Q Announcement

Instruct Transfer to Agent

Gateway

Agent Available

Data to Agent

Screen Pop

Agent

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Inbound Call with CVP

Control RTP PSTN / Digital Voice

SIP Invite

SIP Invite

Route Request

Send to VRU

SIP Invite

SIP Invite

Translates Label DN to IP Address of Target VXML Gateway

Route Request

New Call Notification

Successful Exit Path of Send to VRU Node

Run Script Nodes to Direct CVP by Sending VXML

Instruct IVR Service

VXML Documents and Responses

Transfer to Agent

Screen Pop

Agent Available

SIP Invite

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UCCE Architecture – Core A

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UCCE Architecture – Core B

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UCCE Architecture – Remote Locations

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Cisco Documentation http://www.cisco.com

For all Unified Communications and Contact Center Products Mouse over “Products & Services” Click on “Voice & Unified Communications” Click on “View All Voice and Unified Communications Products”

UCCE Design Guides http://www.cisco.com/en/US/products/sw/custcosw/ps1844/

products_implementation_design_guides_list.html

CVP Design Guides http://www.cisco.com/en/US/products/sw/custcosw/ps1006/


Unified Communications Design Guides http://www.cisco.com/en/US/products/sw/voicesw/ps556/


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Questions&

Discussion