Unified Contact Center Express Configuration

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Applicable to UC System Release 10.0(1)

Contents

Introduction

This topic provides configuration information about Cisco Unified Contact Center Express (Unified CCX).

The intended audience should be able to perform system-level configuration of Cisco Collaboration Systems components and deployments and be familiar with the Cisco Collaboration Systems products.

The configuration information is based primarily on system testing performed on Unified CCX during Collaboration Systems Release 10.0(1).

This topic does not contain detailed step-by-step procedures. For detailed information about how to install, configure, and administer Unified CCX, refer to Unified CCX documentation (see Related Documentation).

Design

For information about design considerations and guidelines for deploying Cisco Unified Contact Center Express, see Cisco Unified Contact Center Express Solution Reference Network Design (SRND) at:

[http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html ]

For information about specific deployments and sites, for which Cisco Unified Contact Center Express system testing was performed, see Unified Contact Center Express in Tested Deployments and Site Models.

Topologies

This section provides information about the topology of Cisco Unified Contact Center Express. During Cisco Collaboration Systems testing, various components are installed and tested, including Cisco Unified Communications Manager (Unified CM), IM and Presence Server, Cisco SocialMiner (SocialMiner) PSTN Gateways, and Cisco Unified Border Element (CUBE).

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Component Deployment

The following description is a non-site specific overview of the components deployed in the testbed that were part of the Cisco Unified Contact Center Express environment.

Topology Description

 
The Unified CCX testbed has two data centers, each with Unified CM node clusters, which are separated across a WAN. Unified CCX is deployed in a high availability (HA) setup across the WAN to provide spatial redundancy.
 
Test scenarios include:
  • Solution-level call flows with multiple component interaction
  • Negative and failover scenarios using Unified CCX, Unified CM, WAN, network, and more
  • IVR-based outbound calls, both predictive and progressive
  • Remote supervisor monitoring including barge-in, intercept, and recording
  • Cisco Agent Desktop (CAD) IM/chat with Cisco Jabber SME clients
  • Email -Microsoft Exchange 2010 to support email routing to agent
  • Finesse Integration for Desktops
  • E164 support with Finesse Desktops
  • Extend and Connect Support
  • Agent Desktops monitoring and recording
  • IPIVR ASR/TTS (Nuance)
  • Jabber Client (for Windows) as agent device for media termination


Call Flow Diagrams

The following are graphical representations of the call flows tested for Cisco Unified Contact Center Express.

Figure 1: Customer PSTN call to Cisco Agent Desktop/IP Phone Agent via Unified CM to Unified CCX

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Figure 2: Customer PSTN call to Cisco Agent Desktop/IP Phone Agent via Unified CM to Unified CCX and Cisco Virtual Office

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Figure 3: Cisco Agent Desktop/IP Phone Agent outbound call to IP customer via Unified CM

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Figure 4: Customer call to Cisco Agent Desktop/IP Phone Agent via Unified Border Element to Unified CM to Unified CCX

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Figure 5: Cisco Agent Desktop outbound call to customer via Unified CCX to Unified CM to Unified Border Element

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Figure 6: Basic video call

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Figure 7: Customer PSTN call to Finesse Agent Desktop with IP Phone /Jabber Soft phone Agent via Unified CM to Unified CCX

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Configuration

The following tables provide information about:

  • Configuration Tasks: List of high-level configuration tasks
  • System Test Specifics: System test variations from procedures and settings documented in the product documentation
  • More Information: Links to product documentation for detailed configuration information related to the high-level tasks

NOTE: Default and recommended values specified in the product documentation were used during system testing, unless otherwise noted in the System Test Specifics column.

Table 1: Cisco Unified Contact Center Express Configuration

Configuration Tasks System Test Specifics More Information
1. Install the Unified CCX   Go to:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html
2. Install the Unified CM for the Unified CCX   Go to:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/install/10_0_1/CUCM_BK_I95AD2FE_00_installing-cucm-100.html
3. Configure the Unified CM for the Unified CCX   Go to:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_installation_and_configuration_guides_list.html
4. Configure the Unified CCX.   Cisco Unified Contact Center Express Install and Upgrade Guides
5. Install the Cisco Agent Desktop for the Unified CCX   Go to:
http://www.cisco.com/en/US/products/sw/custcosw/ps427/prod_installation_guides_list.html
6. Configure the Cisco Agent Desktop for the Unified CCX   Go to:
http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_installation_and_configuration_guides_list.html
7. Configure the IP Phone Agent.   See the appropriate guide available here:
http://www.cisco.com/en/US/partner/products/ps13464/Products_Sub_Category_Home.html
8. Configure the Cisco Supervisor Desktop for the Unified CCX   Go to:
http://www.cisco.com/en/US/products/sw/custcosw/ps427/prod_installation_guides_list.html
9. Extend and Connect Test Setup and Configurations   Go to:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0_chapter_011001.html

Related Documentation

For information about the IOS commands used to configure the infrastructure components, see Configuration Command Files for Contact Center.

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