© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
Unified ICM/Unified CC Enterprise & Hosted
What’s new in Release 7.2
Bob Erdman Product Manager,Contact Center [email protected]
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
Contact Center Product Portfolio
Self ServiceSelf Service
•Customer Voice Portal•IP IVR
•Customer Voice Portal•IP IVR
Unified ICMUnified ICM
•Enterprise•Hosted•Enterprise•Hosted
Unified CC Unified CC
•Enterprise•Hosted•Express
•Enterprise•Hosted•Express
OptionsOptions•Unified E-Mail Interaction Manager•Unified Web Interaction Manager•Outbound Option
•Unified E-Mail Interaction Manager•Unified Web Interaction Manager•Outbound Option
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
Terminology reviewCisco Unified Contact Center Enterprise (Unified CCE) – Formerly IPCC Enterprise Edition
Cisco Unified Contact Center Hosted (Unified CCH) - Formerly IPCC Hosted Edition
Cisco Unified ICM Enterprise (Unified ICME) Formerly ICM Enterprise Edition
Cisco Unified ICM Hosted (Unified ICMH) Formerly ICM Hosted Edition
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Release 7. 2(X) Positioning Strategy
Minor release with new feature content
Part of Cisco Unified Communications System Release 6
Synchronized with Unified Communications Manager 6.0 and other Unified Communications Applications
Joint development with IPCBU
Target Platform: Windows Server 2003 Only
FCS target: June/July 2007
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Release 7.2(X) Content
Communications Manager 6.0 Silent
Monitoring Support, works for all Agent
Desktops
Communications Manager 6.0 Silent
Monitoring Support, works for all Agent
Desktops
Advanced Syslog/RFC-3164 (CiscoLog Event
Formatting)
Advanced Syslog/RFC-3164 (CiscoLog Event
Formatting)
Includes all ICM and Contact
Center 7.1 features
Includes all ICM and Contact
Center 7.1 features
Cisco Security Agent 5.0
Cisco Security Agent 5.0
Russian and Traditional Chinese Localization
Russian and Traditional Chinese Localization
Support Tools AuthenticationSupport Tools Authentication
Security Hardening for JITC/DoDCertification
Security Hardening for JITC/DoDCertification
Outbound Dialer Detail Records -
Target availability 7.2(2)
Outbound Dialer Detail Records -
Target availability 7.2(2)
Avaya Agent Routing Integration
Avaya Agent Routing Integration
Intel Xeon Dual Core MCS 7835
and 7845
Intel Xeon Dual Core MCS 7835
and 7845
Includes Cisco Unified CRM Connectors
Includes Cisco Unified CRM Connectors
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Unified Communications Manager 6.0 Silent Monitoring
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Current Silent Monitoring
PSTNAgent Station
Supervisor Station
VoIPPackets sniffed
from PC application
Customer Voice Output
on Sound Card
Customer & Agent conversation is tapped at the Agent’s PC, and played out on the Supervisor’s PC sound card
Unified Communications Manager is not aware of call
Silent Monitor: Supervisor’s ability to listen in on agent’s calls for quality control and performance evaluation
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
Unified Communications Manager 6.0 Silent Monitoring
PSTNAgent Station
Supervisor Station
Customer
VoIPPackets
from IP Phone’s
Bridge
Voice Output on IP
PhoneCustomer & Agent conversation is tapped at the Agent’s IP Phone, and played out on the Supervisor’s IP Phone
Unified Communications Manager performs the silent monitoring operation
Silent Monitor: Supervisor’s ability to listen in on agent’s calls for quality control and performance evaluation
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
Unified Communications Manager 6.0 Silent Monitoring Benefits
No scalability limits (fully distributed solution)No desktop footprint for SM clientNo NIC card restrictionsSupervisor receives audio via phone instead of PC Silent monitor calls are reported as agent-to-agent calls for supervisors. With the current silent monitor, supervisor’s time spent silent monitoring is not tracked.Consistent with Network best practices - silent monitor call is carried on the voice LAN. With the current silent monitor, the voice stream is carried on the data LAN.Any 7.x desktop (C++, Java, .Net, Siebel) can be silent monitored provided the agent is not a mobile agent Supported in a Citrix environmentBasis for future phone-in silent monitoring solution
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Unified Communications Manager 6.0 Silent Monitoring Limitations/Restrictions
Agent phones must be 7970, 7941, 7961, or 7971Agent can not use IP communicator
Supervisors can not use 7.1(x) or earlier desktops
Silent monitoring of SRTP streams is not supported
Mobile agents cannot be silent monitored using the Unified CM 6.0 Silent Monitoring feature
If silent monitor of a Mobile agent is required, then the use of a SPAN is required.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
Cisco Unified CRM Connectors
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Cisco Unified CRM ConnectorsSolving the integration problem
Integration between telephony and CRM applications is non-trivial
Siebel, Salesforce.com, PeopleSoft, Microsoft CRM
CRM and Contact Centers are expected to be integrated
Cisco provides a virtually plug-and-play solution
Based on strategic partnerships with the CRM vendors
Certified by the CRM vendors
Leveraging extensive CRM/CTI experience
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Cisco Unified CRM Connectors
Key Features and BenefitsSingle CRM Agent User Interface and single log on
Less clutter on the desktop
Screen-pops with customer information
Faster call handling
One-click dialing
Saves time and reduces wrong number rate
Calls are automatically logged in the CRM system
Less error prone than manual data entry
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
CRM Connector Architecture
CustomerCustomer
CRMSoftware
e.g. SiebelSalesforce, etc.
Agent positions with phone and CRM user interface
Cisco UnifiedCommunications Manager
3rd Party ACD
Cisco UnifiedCRM Connector (details differ per CRM vendor)
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
Avaya Agent Routing Integration (ARI)
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16
Typical Unified ICM PG RoutingTraditional routing via ACD specific Peripheral GatewayUnified ICM monitors agent state, skill state, device stateUnified ICM CTI communicates with PG to provide call control andagent state managementRoute selection is at the skill group levelACD selects final agent – alerts ICMAgent & Skill map configuration done on Avaya ACD
(some ACD types can replicate config to ICM)
PBX/ACD
Avaya PGPSTN
CTI Server C
TIO
S
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17
Unified ICM Agent Routing IntegrationICM performs ACD functions
–Similar to how CCE functions, the new ARS PG manages agent and device states from the PBX–The ARS PG combined with the Avaya ARS Gateway now implement this capability in a TDM model–The Avaya ARS GW captures device states, call states, manages call control–The ARS PG generically manages communication to the central controller–Queuing can be on switch or alternatively on an IVR–Agent / Skill Group configuration done in ICM
ARS PGAvaya ARS
GW
PSTNCTI
Server
PBX/ACD
CTI
OS
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 18
Unified ICM Agent Routing Integration
Leveraging Unified CCE constructs in Unified ICM
ARI adds the following ACD capability to ICM for TDM based integrations
Agent level selections
Call, Agent, Queue reporting
Queue management
Queue can be local (on switch) or remote (on IVR device)
ACD reporting is managed via Unified CCE reporting templates
ACD configuration managed with Unified CCE configuration screens
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 19
Security Enhancements
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20
Cisco Security Agent 5.0
New standalone agent for improved intrusion prevention capabilities
New Engine using CSA 5.0.0 and policy based on most recent CSA 4.5.x policy
Similar to previous releases, single agent for the ICM Product Family including Unified ICM, Unified CCE, Outbound Option, CTI OS Server, Cisco Agent Desktop, Support Tools.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 21
Support Tools Authentication
Support Tools 2.1 Node Agent installer deploys an IPSec policy using a pre-shared key provided during installation
The Administrator supplies a specific string of text at support tools install time.
Support Tools IPSec policy provides authentication but not encryption
A Node Agent with IPSec can only connect to a Server with IPSec
A Node Agent without IPSec can connect to both a Server with and without IPSec
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 22
Security Hardening for JITC/DoD Certification
Cisco Unified CCE has achieved DoD Joint Interoperability Test Command (JITC) Certification.
JITC Certification validates that Cisco IP Contact Center meets their Interoperability (IO) requirements and that our solution can effectively interoperate with other solutions deployed in the Defense Switch Network (DSN).
Default Security Template updated as part of Release 7.2(X)
All our customers now benefit from the work done to pass the JITC testing.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 23
Added language Support
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 24
Added language Support
• Release 7.2(1) adds support and localizations for Traditional ChineseRussian
• Release 7.2(1) continues to support and maintain previous localizations:
Japanese, Simplified Chinese, Korean, European French, Canadian French, German, Spanish, Italian, Brazilian Portuguese, Dutch, Swedish, Danish
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 25
Support Advanced Syslog/RFC-3164
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 26
Support Advanced Syslog/RFC-3164CiscoLog Event Formatting consistent with Cisco UC Solution and Cisco IOS™
Event message reporting enhancement to:Gain consistency across the Cisco Unified Communications solution
Provide customers with the capability to easily collect, store and view a verbose set of health impacting events
Ease problem recognition and help speed resolution
Reformatting “external” events into a consistent format across the solution allows for easier correlation, merging and searching
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 27
Outbound OptionDialer Details
Target Availability 7.2(2)
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 28
Outbound Option - Dialer Overview
Manage customer lists and place outbound calls to customers on behalf of agents
Configuration, Scripting, and Reporting integrated into Unified CCE
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 29
What is Dialer Detail?
Dialer Detail is a new historical database table
Stores a record for each attempt the Dialer makes to contact a customer
Tracks data on all outbound attempts, including personal callback attempts and preview calls that are skipped by an agent
Only available for IP Dialers
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 30
What is Dialer Detail used for?Provides data that is needed to run outbound campaigns
Track Contact HistoryDetermine how many times the dialer has attempted to reach the contact
The result of the last contact attempt can be used to determine if the contact should be included in a subsequent campaign
Track Agent ActivityDetermine how many contacts an Agent Skips or Rejects in preview or direct preview modes
Determine the number of callbacks an Agent schedules
Other custom reporting or custom integrationNote that there are no canned WebView reports for this table
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 31
Media Convergence Servers (MCS) Update
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 32
Performance testing underway
Early results indicate that the high-end MCS-7845-H2 and MCS-7845-I2 Servers with two Intel Xeon Dual-Core processors are capable of supporting the most demanding components, and our highest supported numbers.
An updated SRND and Cisco ICM/IPCC Enterprise and Hosted Edition Hardware and System Software Specification (Bill of Materials) will be available soon.
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 33
Summary - Minor Release 7.2(x)
Target FCS Date: June/July 2007Target Platform: Windows Server 2003 OnlyDriving Features:
Communications Manager 6.0 Silent MonitoringAvaya Agent Routing IntegrationSecurity ImprovementsExpanded LocalizationImproved ServiceabilityDialer Details historical database table (Target 7.2(2))Higher performance MCS Servers