Designing Cisco Contact Centres for Medium to

Large EnterprisesMichael Oldham, Solution Architect

• Introduction

• Life Cycle

• Requirements

• Designing with UCCE

• Designing with PCCE

• Designing with HCS for CC

Agenda

Introduction

Audit

Scripting

Design

Solutions Target Market

Solution Features

6

Reference Designs

7

• Contact centre solutions that include something not covered by the Contact Centre Enterprise Reference Designs are called noncompliant solutions. Packaged CCE and Cisco HCS for Contact Centre do not support noncompliant solutions. You can only build a noncompliant solution in Unified CCE.

Reference

Design

(Max Agents)

Cisco HCS

for Contact

Centre

Packaged

CCE

Unified CCE

Small Contact

Centre (SCC)

100 or 500

500

1000

1500

4000

12000

Large Unified

CCE ( Contact

Director)

Life Cycle

PDIOO

9

PDIOO

Technology

Assessment

Post

Deployment

Audit

Support Handoff

Project Close

Day 2 Support

TAC Handoff

Customer Requirements

Cisco Hardware and 3rd

Party SW Quote

Prelim. Network Design

Project Plan

Project Kickoff

Sign off

Site Preparation

Network Installation

Unified Contact Centre

Installation

Implementation Testing

Sign off

PlanPlan

Design

Implement

Operate

Optimise

Design Workshop Site Survey High Level design Detailed Design

Specification Application Detailed Design

Specification HW and SW Orders Implementation Plan Test Plan Sign off

Capacity Planning

• Software Releases Assessment Service

• Ongoing Design Support Service

Volume testing

Script review

Reporting

Requirements

ACME Requirements - Sizing for ACME

Talk time of 180 secs

Wrap-up 30 seconds

190 agents

20 supervisors

~4000 BHCC

IVR treatment

of 30 secs.

20% self service

completion rateSLA is 80% in 20

secs

Volume.

5 Skill groups

per agent

average

Highly Redundant

E1 & Fractional PRI

ISDN

Virtualised

SAN not

available

Operations

Management tool

required

Administration

auditing *

ACME Requirements - Infrastructure Features

Features.

Voice bandwidth to be

minimised over the

WAN

1 main centre

and two remote

sites

Siebel Integration

Email Management

Post Call Survey. Supervisor

to Agent

Chat

Integration to 3rd

party WFM and

voice recording

Omni Channel

ACME Requirements - Customisation

.

Statistics –

Call detail

custom report

Custom

Customer Requirements Discovery Outcome

• 200 users + 10% growth

• IVR treatment of 30 secs

• Talk time of 180 secs

• Wrap-up 30 seconds

• 20% self service completion rate

• SLA is 80% in 20 secs

• BHCC 4000

• Post call survey

• 40 Email users

• Omni channel

• Operations management tool -reskilling

• Green Field

• Call Flow Script segmentation

• Chat

• Administration auditing

• Redundant

• 1 main centre and two remote sites

• Siebel integration

• Integration to 3rd party WFM and voice recording

• Voice bandwidth to be minimised over the WAN

• No SAN available

• Report to find the agent that handled a particular call

Application Requirements – IVR Call Tree for ACME

Application Requirements – DNIS Routing

Size Rating

• What size contact centre are we designing for based on requirements gathered?

SmallMedium Large

Designing with UCCE

UCCE Design Steps

Architecture Model

Agent site topology

Components

Sizing

VM layout

Network

Fault Tolerance

Dial Plan

Reports

Customisation

Management

Centralised Data Centre

Geographic Data Centre

Geographic Data Centre with Distributed UCM Clusters

Global DeploymentCentralised data centre, global access

• Single contact centre available world-wide

• Reduced deployment costs by eliminating multiple customer instances

• Remote components can be B-series or C-series

Side A Side B

Private

Network

Public

Network

Remote Data Centre

e.g. APAC

50

Agents

Site 3

PSTN

VXML

Gateway

e.g. North America

100

AgentsSite 1

PSTN

VXML

Gateway

Site 2

PSTN

VXML

Gateway

Max

400ms

RTT

Max

200ms

RTTMax

200ms

RTT

Private

Network

Public

Network

Core Data Centre

Side A Side B

Agent Sites

Phone and PC

Phone, PC and

Local Gateway

Agent Sites – Mobile Agent

Agent Sites – Home Agent

Agent at Remote Office with CUCM

Agent Choice

New Unified CCE 11.0(x) deployments

must use Cisco Finesse.

NEW

Long

Distance (800) Carrier

TDM GWConference

DSPs

T1s

RoggerRouter

Logger

Campgn Mgr

Generic PG

SIP Dialer

MR PG

CUCM PIM

VRU PIMs

CTI Server

SIP

SCCP

(DSPs)

SIP Proxy

CUSP

SIP

SIP (dialer)

SIP

TDM

HTTP

HTTP

FirewallMRI, CSTA

EIM/WIMServices Server

DB server

Internet

WIM

Web Server

Firewall

CVPCall Server

VXML Server

Media Server

GED.125

CVP Ops Console

OAM&P

CCMP

App Server

Database

Supervisor

HTTP

(VXML)

VXML GW

CUBE

SIP

CVP

JDBC

Reporting Server

CUIC

JDBC

Pub/Sub

AW/HDS/DDS

Finesse

SIP

JTAPICUCM

Data Centre: Logical View

SIP

AXL

MediaSense

Agent

• Browsers IE10, IE11, FF31 (IE9 for legacy CCE tools)

• JRE 1.7-45 / Tomcat 7.0.54

• Desktop: Windows 7, Windows 8.1, OS X

• Server: Windows 2012 Standard

• SQL Server 2014 Standard & Enterprise

(EIM/WIM SQL Server 2012)

Unified CCE 11.0 Software Updates

Which UCS Should Be Chosen?

• C series

• B series

Solution

Connectivity Diagram

Choose Your VersionsComponent Compatibility for Unified 11.0(1)

Fill Out Host Template For Deployment

• Watch length of hostnames -

maximum length is 15 in windows 2008

• Avoid Special characters

• Use of hostnames in setup allows

for future changes in ip address’s.

• Use of hosts file to reduce need

for DNS

• Ensure nslookup and ping of names match

Design – Sizing Tool http://tools.cisco.com/cucst

Results 1 of 2

Results 2 of 2Component Qty

Rogger 2

Finesse 2

Agent PG 2

Gateway Ports 257

CVP servers 2

CUCM PUB/SUB 1/2

Cisco 3925E

gateway across

10 E1’s *

1

* Need to go back and ask http or https for VXML traffic.

Design – 3rd Party CTI All-Event Sizing

PG OVA CTI All-Event CTIOS monitor

mode

Combined CTI

All-Event amd

CTIOS monitor

mode

2 vcpu 7 5 9

4 vcpu 20 5 NA

WFM (RTA) Finesse EIM Recording MCAL

2 2 2 2 1All-Events

Recent

update

in

UCCE

VMware Architecture

Unified CCE Component VM Co-residency

Virtual Machine Layout and Placement Logic

* Collaboration Virtual Machine Placement Tool (VMPT) with use of

Tested Reference Configurations (TRC)

What is missing? What is not redundant?

Network - Private and Public

PG and CC private links

are typically one physical link

Private Link

Network Visible Bandwidth Usage

UCCE VMware Private and Public Network Topology C series

VMware Network

Network - Latency

What is the most restrictive

- across data centres?

- to the site ?

NEW

in 11.0

Firewalls – Where Are They?

Firewalls – Where Are They?Since users are the main threat

suggest

• IP ACL’s from DC subnet to DC

subnet

• Port ACL’s from the site to DC

See

• Securing Cisco Unified Contact

Centre Enterprise

• Cisco Unified CVP port utilisation

• Operations console uses dynamic ports*

Fault Tolerance – CUCM

Call Flow – Inbound and Outbound

SIP OPTIONS PING

Fault Tolerance – CVP with CUSP

Fault Tolerance - CUBE Local Redundancy

Load Balancer

Load Balancer

L2 Box-to-Box redundancy

ISR G2 (Stateful failover)

SIP SP sees one VIP address

Clustering with load balancing

All platforms

Load balancing by

SP call agent

SIP proxy/load balancer

Local and geographical redundancy

Active

Virtual IP

CUBE

CUBE

Virtual IP

Standby

SIP SP

SIP SP

Network Equipment Redundancy - LoopbackRequirement: Network equipment to be dual attached to redundant upstream infrastructure.

Use Loopback as the central point

voice service voip

sip

bind control source-interface Loopback0

bind media source-interface Loopback0

The IP routers for the network must provide redundant routes to this loopback

interface and correctly propagate those routes to the rest of the routers in both

data centres.

Media Server Redundancy

Load Balancer

Ip host mediaserver VIP_IP_Address

Static

Dial Plan - CUCM

Purpose Range

Outside Line 0

Agent extensions 10000 - 19999

Transfer Route

Points

20000 - 29999

Voice mail pilots

and ports, BIB

Recording

30000 - 39999

Office Phones

and DID

40000 - 49999

Dial Plan - CUSP

CUSP Processing Model

Pre

-N

orm

alis

atio

n

Routing

Po

st-

No

rmalis

atio

n

SelectPolicy

SelectPolicy

SelectPolicy

IncomingRequest

OutgoingRequest

Route per pre-configured

policies

Modify header fields

Triggers

Modify header fields

Example Number Manipulation For Explicit Label Return From UCCE

• Adding a 0 prefix to the external number after removing initial 2 digits

• CUIC Stock Reports

Cisco Unified Contact Centre Enterprise Reporting User Guide 11.0

• Reports from the forum

http://developer.cisco.com/web/ccr/documentation

• CUIC Custom Reports

Cisco Unified Intelligence Centre Report Customisation Guide Release 11.0(1)

• Third Party reporting System – Exony

• Build your own reporting system

Reporting DecisionSources For Reporting

Sources of Statistics - UCCE

Administration &

Data Server

Real-Time Data

Copy of

Configuration

Tables

and ICM Scripts

AWDB

DDS

Detailed Call/Call Segment

Information

HDS

Copy of Historical Data

(15 or 30 min. intervals) Configuration Info

ICM Scripts

Historical Data

14 days

System Events

Logger

Do not go here* Located at each side

Database Sources For Reporting

Sources of Statistics - CVP

Call Table

VXML Session

VXML Element

CVP Reporting

* Records cut at end of call

* Each CVP server will point to one CVP reporting server

Requirement: Need to know

menu usage

Database Sources For CVP Reporting

Live Data in Unified CCE 11.0

• Statistics updated as events occur: individual cells update instead of entire report

• Available in Intelligence Centre and Finesse Agent

64

NEW

Example Custom Report On Which Agent Answered A Call From A Particular Customer 1- Report Definition

Example Custom Report On Which Agent Answered A Call From A Particular Customer 1- Report Definition

Example Custom Report On Which Agent Answered A Call From A Particular Customer 2- Report Creation

Example Custom Report On Which Agent Answered A Call From A Particular Customer3 – Report Execution

Finesse Chat Customisation – Method #1Off Shelf With 3rd Part Vendor

Finesse Chat Customisation – Method #2Embed CAXL – Cisco Ajax XMPP Library Into Finesse Gadget

2 – Login to

Chat

IM & P client

registers to

Cisco UCM

IMP

3 – Cisco UCM

IM & P returns

buddy list and

associated

presence, including

self presence, as

well as IM

capabilities

Cisco UCM IM & P

provides user database,

presence engine and

XMPP IM capabilities

BOSH

* CAXL is part of Jabber SDK

Finesse Server1 – Finesse loginGadget.xml

Gadget.js

CAXL

Finesse ServerGadget.xml

Gadget.js

CAXL

Gadgets and Layout

MCA for Siebel Topology

Customer

Agent

Siebel Comm

Server

UCCE

UCM

Voice GW

MS

Exchange or

similar

MCA for

Siebel

(powered by

MCAL)

Siebel GUI

Datastore

Context Service Multichannel + Context = Omnichannel

Out-of-the-box Cisco

solution feature

Enables a complete

view of the customer

journey

Easy to use and adapt

to any business model

Open interfaces enable

custom applications

Better informed agents

provide superior

experience

Deliver

Omnichannel

Seamlessly

Mobile

IoE

Phone

IVR

Customer

Journey

Cisco Customer

Collaboration SolutionsCustom Applications

Retail

Email

SMS

Social Media

Chat

Web

Feature of Contact Centre Express & EnterpriseIntegrated with CVP Call Studio, CCX Script Editor, Finesse, EIMWIM, SocialMiner

Sample ScreenActual version may differ

Network Management

• UCCE SNMP Event Flow – High Level

SNMP Network Management System

SNMP

syslog

EMS

EMS

EMS

Router

HDS

PG

Logger

Syslog Collector

Cisco Prime Collaboration

Network ManagementPrime Collaboration Assurance 11.0

Utilisation Monitor dashboard

Designing with PCCE

PCCE Design StepsArchitecture Model

Agent site topology

Components

Sizing

VM layout

Network

Fault Tolerance

Dial Plan

Customisation

Management

Packaged CCE Platform Options More Hardware Options

Cisco UCS® B200 M3 TRC blade

Cisco UCS B200 M4 TRC blade

Private

Network

Public

Network

Cisco UCS C240 M3S TRC server

Two for redundancy

PSTN

CUBE

Side A

Side B

Packaged CCE Scales Up!

Description Old Limit New Limit

Number of Agents1000 Active

6000 Configured

1500 Active

9000 Configured

Number of Supervisors100 Active

600 Configured

150 Active

900 Configured

Number of CVP Ports 1800 ports 2700 ports

1000+ agent deployment requires UCS C240 or B200 series

and an off-box HDS

NEW

in 11.0

Cisco Packaged Contact Centre Enterprise

Packaged Deployment Up

to 1500 Agents on Cisco

UCS® PlatformCall Routing (Unified CCE)

Reporting (Unified IC)

Call Control (Unified CM)

Self-Service (Unified CVP)

Outbound Option

Desktop (Cisco Finesse®)

Options Available

Multichannel

Social Media

Speech

Recording + WFO

Ext. Historical Data Server

(HDS)

Video

Full CCE

Deployment

12,000 Agents

Unified ICM

TDM

VIM

Etc.

RSM

Optional

Migration

Solutions Plus

Architecture and VM Layout

Recording

Siebel B&S

Workforce

Management

Features/options

requiring setup on

separate hardware

Unified WIM

EIM

Optional Cisco

components

Optional third-

party components

AW / HDS / DDS

* vCPUs are

oversubscribed by

design.

Remote Office

Sizing

CVP Ports -

Each Packaged CCE Agent entitles the user to:

One (1) Premium CCE Agent

One (1) redundant CVP queue or self-service port

For instance, if you ordered 325 units of Packaged Agent, then you would

be entitled to 325 concurrent logged in Premium CCE agents along with

325 CVP ports and 325 redundant CVP ports for queuing or self-service.

Gateway Ports – Sizing tool

PCCE VMware Private and Public Network Topology C Series

Designing with HCS for CC 11.0

HCS for CC Design StepsArchitecture Model

Agent site topology

Components

Sizing

VM layout

Network

Fault Tolerance

Dial Plan

Customisation

Network Management

Cisco Confidential 88© 2011 Cisco and/or its affiliates. All rights reserved.

Multi-Customer Collaboration PlatformEach Customer Gets a Private Virtualised Application Suite

Remote Office Options

• Support agents across locations

• Supports legacy phones with Mobile Agent

Contact Centre

Applications

Unified CM

Contact Centre Side

BPrivate

Network

Public

Network

All are ISR G2

(VXML, DSP)

Ingress Gateways

V V

V V

Contact Centre

Applications

Unified CM

Contact Centre Side

A

MPLS WAN (QOS-

Enabled)/Internet

V V

VXML

Gateway

TDM

Gateway

VV

PSTN PSTN

Mobile AgentLocal Trunk

Breakout

Office with Unified

CCE Agents OnlyCisco Virtual Office

(CVO)(Home Agents with Broadband)

VPN

VPN

500 and 1000 Seat High Level Topology

Unified CCE

Call Server

Side A

Unified CCE

Data Server

Side A

Unified CVP

Server 1A

Unified CVP

Server 2A

Unified

Intelligence

Centre

Publisher

Finesse

Primary

Unified

Communications

Manager

Publisher

Unified

Communications

Manager

Subscriber 1

Unified CVP

Reporting

Contact Centre Side A

Router, PG,

CG, CTIOSLogger, AW

Call Server,

VXML Server,

Media Server

Call Server,

VXML Server,

Media Server

Options

Core component

integrated options

Optional Cisco

components

Optional third-

party components

Only required for the

1000-agent

deployment model

Unified CCE

Call Server

Side B

Unified CCE

Data Server

Side B

Unified CVP

Server 1B

Unified CVP

Server 2B

Unified

Intelligence

Centre

Subscriber

Finesse

Secondary

Unified

Communications

Manager

Subscriber 2

Unified CVP

OAMP

Contact Centre Side B

Router, PG,

CG, CTIOSLogger, AW

Call Server,

VXML Server,

Media Server

Call Server,

VXML Server,

Media Server

Options

Private

Network

Highly Available

Public Network

All are ISR G2

(VXML, DSP)

Ingress Gateways

V V

V V

• Referenced model High Density B200 M4 (UCS-UC-B200M4) blade is easy to deploy

• Supports Tested Reference Configuration (TRC) and spec based hardware

Courtesy

Callback

Whisper

Announcement

Database

Integration

Agent

Greeting

Mobile Agent

Local Trunk

Features/options available on core

server

Outbound

Dialer

Post Call

Survey

Precision

Routing

AW / HDS / DDS Speech

Span-based

MonitoringRecording

Wallboard

Workforce

Management

Features/options requiring setup

on separate hardware

Unified WIM

and EIM

Remote Silent

Monitoring

MediaSenseUnified SIP

Proxy

Small Contact Centre Agent Deployment - Dedicated

• Dedicated components sub-customer

• Flexible and Economical models:

• 10 x 100 agent sub-customer instances per blade pair

• 3 x 500 agent sub-customer instances per blade pair (not depicted)

• Utilises Departmental capabilities to support multi-tenant deployments

• Dedicated CUCM for each customer

• Sized with CUCM, but not required

• Core system only requires 2 blades per side

• UCSB200 M4 optimised model shown

* Uses Tested Reference Model; Also supports spec-based deployments

Dedicated components sub-

customer 500 agents

Small Contact Centre Agent Deployment - SharedShared components

sub-customer

Can use a 200 agent

portion

Shared Cisco Unified CM, Peripheral Gateway

and Finesse

support up to 2000 agents across

100 Department enabled sub-customers.

NEW

in 11.0

VMware Private and Public Network Topology

A2Q/DMS

A2Q process

A2Q intends to reduce the instance and

severity of field related issues through

ensuring the right technical designs,

partner capabilities, and services are part

of Contact Centre opportunities before

deals are finalised.

http://a2q.cloudapps.cisco.com

• Triggers on UCS-B series or Spec-based hardware deployments

• Focuses on reviewing infrastructure

• Resource: DMS Checklist:

• https://communities.cisco.com/docs/DOC-54697

• DMS Review needs to be completed before Phase 2 review will occur

Design Mentoring Service (DMS) – Conditional

Phase 1

DMS ADMS

Phase 2

Phase 3

• Conducted to validate the design and release the Product Hold once the deal is approved and booked.

• Types

• Traditional (New, Add-On, Upgrade, Design Changes)

• PCCE

• HCS

A2Q Phase 2

Phase 1

DMS ADMS

Phase 2

Phase 3

Q & A

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Addendum

Public Link BandwidthComponent Comment Tool

VRU PG Communicates with the CC

possibly over the WAN

http://www.cisco.com/c/en/us/support/customer-

collaboration/unified-contact-center-enterprise/products-

implementation-design-guides-list.html

Agent PG Communicates with the CC

possibly over the WAN

http://www.cisco.com/c/en/us/support/customer-

collaboration/unified-contact-center-enterprise/products-

implementation-design-guides-list.html

Finesse Server to Agent

Finesse Server to CTI Server

Most expensive is Agent login http://www.cisco.com/c/en/us/support/customer-

collaboration/finesse/products-technical-reference-

list.html

Public Link Bandwidth - ContinuedComponent Comment Tool

CVP SIP Signalling For Branch models

communicates is over the site

WAN

CVP SRND

CCMP Communicates over the WAN UCCE SRND

ICCS/Database/CTI Communicates over the WAN CUCM SRND

RTP Non local voice traffic over the

WAN CUCM SRND

See VoIP Bandwidth Reference Slide

Sip Signalling Gateway to centralised CUCM. CUCM SRND

VXML Documents For Branch models

communicates is over the site

WAN

CVP SRND

Media Files For Branch models

communicates is over the site

WAN

CVP SRND