UCCXD Deploying Cisco Unified Contact Center Express Volume 1 Version 20 Student Guide Text Part Number: 67-2505-01Table of Contents Volume 4 Course Introduction 1 Overview 1 Learner Skills ané Knowledge 1 Course Goal and Objectives 2 Course Flow 3 Adcitional References 4 Cisco Glossary of Terms 4 Your Training Curriculum 5 General Administration 6 Please Introduce Yourself 7 CRS Product Overview 1-1 Objectives 12 CRS Product Family 13 “Three Primary Functions for Unified CCX 14 IVR Functions: Basic and Advanced 15 ACD Functions: Basic and Advanced 16 ‘ACD Functions: Basic and Advanced (Cont.) 17 CTI Functions: Basic and Advanced 18 License Options Based on Functions 19 Features Only Available in Premium 19 Now Enhancements for Unified CCX 5.0 +10 Email Interaction Manager (EIM) 11 Cisco Unified Web interaction Manager (WIM) 112 Quality Management 13 Workforce Management 114 Outbound Preview Dialer 115 CRS Environment 116 Base Components 116 About CRS Subsystems 147 CRS Cluster Component Overview +19 Four Software Components 1-19 Four Software Components (Cont.) 1-20 CRS Cluster Profile Concept 1-20 Expansion Servers, 421 Standby Servers 421 ‘Standby Servers (Cont.) 1-22 Other Servers 1-22 CRS Release History 123 Release 3.x (x) Overview 1-23 Unified CCX 4.0(x) Overview 4-24 Unified CCX 4.1(x) Overview 1-25 Unified CCX 4'5(x) Overview 1-26 Unified GCX 5.0(x) with Unified CM Overview 127 Release 5.0(x) with Unified CME Overview: 1-28 Unified CCX Call Flow Definitions 4-30 Unified CCX Call Flow Example 132 Unified CCX Call Flow Example (Cont.) 133 Unified CCX Call Flow Example (Cont) 134 Unified CCX Call Flow Example (Cont) 1-35 Unified CCX Call Flow Example 1-36 Unified CCX Call Flow Example (Cont.) 137 System Management Overview 1-38 CRS Administration Interface 1-38 Cisco Script Editor 439 Cisco Desktop Administrator 4-39 Historical Reports Client 1-40Global Language Support 144 Summary 1-42 References 142 Designing and Ordering 24 Overview 24 Objectives, 24 Terminology 22 Gateway or PSTN Trunks 22 TI Ports 23 CTIPorts (Cont.) 24 Agents 25 Sizing Exercise 26 Sizing Objectives 26 Sizing Metrics Considered 27 Incoming Call Timelines 28 Erlang Calculations 29 Eriang "B" Example 29 Erlang *C” Example 240 IPC Resource Calculator an IPC Resource Caleulator - Inputs 212 IPG Resource Caleulator - Outputs 212 Unified IP IVR Service Calculator 2413 Unified IP IVR Service Calculator 243 Ordering Exercise 244 Unified CCX Configuration Ordering Tool 244 Unified CCX Configuration Ordering Tool (Cont.) 2415 Network Considerations from the SRND 245 Solutions Expert Overview 246 Additional information Sources 246 ‘Summary 247 References 217 Next Steps 247 Installation and Configuration 34 Overview ot ‘Objectives 34 Classroom Network 32 Classroom Network Notes 33 ‘Check the Classroom Components 34 CRS Server Requirements 35 Client Requirements 35 About the Activation Process 36 License Packages 36 Installation Process: CRS 4.0(x),4.1(x) 37 Installer Activities 37 CRS Software Pre-Installation Steps 38 Slart the CRS Software Installation 38 LDAP Server Information 39 LDAP Cluster Profile 310 Installation Type a1 Product and Component Selection 312 Windows Server Information 313 Windows User Information a4 Codec Selection 345 Language Installation 346 CADICSD Default Language Selection 347 Unified CM Information 318 Ready to Install 319 Initial CRS Setup Process 3.20 i Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 ‘© 2007 Cisco Systems, IneInitial CRS Setup Steps 3-20 Accessing CRS Administration 321 Cluster Setup 3.22 License Information 3:23 Unified CM LDAP Information 3-24 User Management 3-25 Directory Setup 3.26 Initial CRS Setup - Servers 3.27 Overview 327 Sorver Setup 3.28 Component Activation 3-29 Publisher Activation 330 Server Setup Completed 331 CRS Provisioning 3-32 ‘About Service Provider Users 3332 Our Provisioning Objective 3:33 ‘About Call-Handling Channels 334 Sharing Channels via Groups 3-34 STAPI Subsystem Components 3.35 ‘Add JTAPI Provider 3-36 Unified CM Authentication Required 337 ‘About JTAPI Call Control Groups 338 ‘Add JTAPI Call Control Groups 3.39 ‘Add JTAPI Call Control Groups (Cont.) 3-40 Verify Four CTI Ports Were Created 3-40 Verify Unified CM Results 3a ‘Add CMT Dialog Control Groups Bat Additional CRS Subsystems 342 Configure a CRS Script Application 343 Configuration Steps 343 1. Manage Scripts - Overview 344 1. Manage Scripts ~ Four Steps 344 1, Manage Scripts - Three Steps, Upload to Repository 345 1. Manage Scripts - Script Management Page 346 2. Manage Prompts — Prompt Management Page 346 2. Manage Prompts ~ Add Prompts 347 6. Add a Cisco Script Application - Configuration 347 6. Add a Cisco Script Application - Details 348 6. Add a Cisco Script Application ~ About Parameters 348 7. Add a JTAPI Trigger 349 7. Add a JTAPI Trigger - Configuration 350 7. Add a JTAPI Trigger — Check JTAPI Information 3-50 7. Add a JTAPI Trigger — Resynchronize JTAPI Information 351 7. Add a JTAPI Trigger — Unified CM Results 351 8, Make a Test Call 352 CRS Control Center 353 ‘About Cluster Data 3.53 License Information 354 Component Activation 354 Node Level 355 Server Traces 3.56 Trace Files 3.56 Check Your Engines 357 Recover, Restore, Patch 387 Installation Process: CRS 5.0(x) 358 ‘New Features Summary 358 What's New in CRS 5.0 Installation? 3.59 New installation Wizard 3.59 Installation Process 360 Welcome Screen 360 {© 2007 Cisco Systems, ne Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 ®Deployment Selection CADICSD Language Summary Screen Patching Enhancements Upgrading to SQL 2000 Troubleshooting Tips ‘Troubleshooting Tips (Cont.) Configuring CRS for Unified CM 5.1/6.0 Unified CCX 5.0 for Unified CM 5.1/6.0 CRS Cluster Setup Unified CM Configuration Upload CRS License ‘Component Activation Publisher Activation ‘Add Second Node to Cluster Setup ‘Add Node to Cluster (Cont) ‘Add Node to Cluster (Cont. ) Configuration License Configuration Unified CM Configuration System Parameters Configuration Languages Configuration User Configuration Outbound Preview Dialer Configuration Resynchronization Too! Configuring CRS for Unified CME 4.2 Unified CCX 5.0 for Unified CME 4.2 Unified CME Express Details Single-Node Setup Wizard Unified CME Express Configuration Upload CRS License Setup Miscellaneous Configuration License Configuration Unified CME Configuration Control Center CME Telephony Subsystem Call Control Group Configuration Validation Too! User Management Cisco Agent Desktop Limitations Cisco Supervisor Desktop Limitations Router Configuration Router Prerequisites CME Router Restrictions Configure CRS-specific Router Elements Example of Step-by-step Procedures CRS Installer Messages Message Examples CRS Installer Log Files File Locations Summary References Next Steps 361 3-61 3-62 3-62 3-63 3-64 3-65 3-65 3-66 3-66 3-67 3.67 3-68 3-68 3-69 3-69 3-70 3-70 371 371 3-72 3-72 3-73 3-73 3-74 3-74 375 3-75 3-76 3-76 377 3-78 3-78 3.79 3-79 3-80 3-80 3-81 3-81 3-82 3-82 3-83 3-83 3-84 3-85 3-86 3.87 387 3-88 3-88 3-89 3-89 3:89 Deplaying Cisoo Unified Contact Gontor Express (UGCXD) v2.0 (© 2007 Cisco Systems, ncCRS Script Editor 44 Overview 44 Objectives 44 CRS Script Editor Overview 42 Installing the CRS Script Editor 43 Starting the CRS Seript Editor 44 Synchronize License with CRS Engine 45 CRS Script Editor Windows 46 Resize the Windows 46 Palette Window: Folders and Steps 47 Design Window: Drag and Drop 48 Design Window ~ Workspace for Step Assembly 48 Drag and Drop the Steps from the Palette to Design Window 48 Design Window: Step Properties 49 Design Window: Customizer 4-10 Variable Window: Icons 4-10 Variable Window: Edit att Variable Window: Edit 4-12 Variable Window: Data Types 4.43 Expression Editor: Friendly Data Types 44 Expression Editor Panel 448 Example Expression Panel 448 Expressions Supported 448 Expression Editor Window 4.20 Names and Conventions 4.21 Message Window 4-22 Script Management: Four Steps 4-23 ‘Step One: Validate 4.24 Step Two: Save As 4.25 Steps Three and Four: Upload and Refresh 4-26 Debugging Scripts 427 Debug Toolbar Options 4-28 Debugging Scripts: Four More Steps 4.29 Step Five: Start Debug (Reactive Script) 4-30 ‘Step Six: Call the Application 431 Step Seven: Step through the Script, 4-32 Step Eight: End the Debug Session 4.33 Alarms and Traces 4.34 ‘Alarm and Trace Configuration 4.34 Trace File Configuration 4-35 ‘Trace Configuration 4-35 View Trace Files 4-36 ‘Summary 4.37 References 4.37 Next Steps. 437 © 2007 Cisco Systems, Ine. Deploying Cisco United Contact Genter Expross (UGCXD) 2.0 vBasic Script Editor Steps 5-1 Overview 51 Objectives 51 Star a New Seri 52 StarvlEnd 53 AcceplTerminate 5a Annotate 55 Play Prompt 56 Property Tabs 57 Prompt Variable Types 5-8 Extended Play Prompt 5-9 interuptble 59 Flush put Bufer 59 Get Call Contact Info 5-10 Delay 5:12 Summary 513 References 5-13 Next Steps 5-13 Caller and System Inputs 6-1 Overview 61 Objectives 62 Label 63 Goto ea Label and Annotate 65 Get Digt Sting 66 ‘About Output Branches 67 General and Prompt Tabs 68 input ana Fiter Tabs 69 Extended Get Digit String en General Tab en Prompt Tab 611 Input Tab 6-12 Menu 13 General and Prompt Tab 14 Input and Fiter Tabs 615 Set 6-16 Variable/Type 6-16 Expression Editor 6.17 Expressions 6.17 Using Operators with the Expression Esltor o18 Get Contact Info 6-19 Summary 6:20 References 6-20 Next Steps 6-20 ‘Deploying Cisco Untied Contact Center Exeress (UGOXD) v2.0 {© 2007 Cisco Systems, in,Database Access A Overview A Objectives 7A Database Overview 72 Supported SAL Databases 72 Structured Query Language (SQL) 73 Database Steps 73 CRS Database Configuration 74 ‘ODBC Configuration on CRS Server 74 ‘ODBC Configuration on CRS Server (Cont) 1s CRS Database Subsystem 76 DB Read 77 General Tab 78 SQL Tab 79 Table Fields 740 Annotate Icon mH DB Get 742 General Tab 743 Field Selection Tab 74 ‘Add Button 745 DB Write 746 General Tab 7A? SQL Tab 748 Show Table Fields 719 Test Tab 720 Annotate Icon 721 DB Release 7.22 General Tab 723 DB Step Branches 724 ‘Summary 7.25 References 7.25 Next Steps 725 Logical Operations 8-4 Overview 84 Objectives e4 Increment 82 Decrement 83 if 84 Examples: 84 If Step Creates True and False Output Branches a5 Switch 86 ‘Add Button 87 Call Subflow 88 Subflows are Independent CRS Scripts 88 Examples of Subflows might be: 88 General Tab 89 Input Mapping Tab 810 Output Mapping Tab ais Create Generated Prompt 812 General Tab 813 ‘About Generator Types a4 Create Conditional Prompt B17 Create Container Prompt B48 ‘Summary 819 References 8-49 Next Steps 849 {© 2007 Cisco Systems, ine. ‘Deploying Gisoo Unified Contact Center Express (UCCXD) v2.0Caller Transfers 9-4 Overview ot ‘Objectives a1 Call Transfer Overview 92 Day of Week 93 Time of Day o4 Connection Branches 95 Time Ranges, StartEnd Times 95 Connections Example 96 Check for Holidays a7 Preparing for a Transfer 98 On Exception Goto or Clear 99 Set Contact Info 9-10 Get Contact Info ont Call Redirect 912 Call Redirect Step 9-12 Call Consult Transfer 914 Call Consult Transfer Step 914 Select Resource Step 915 Call Transfer Steps Summary 916 ‘Summary 947 References 917 Next Steps 9-17 Configuring Unified CCX 10-4 Overview 104 Objectives 10-4 Unified CCX Product Overview 102 Unified CCX License Options 10-3 License Options 10-4 Basic IVR 105 Advanced IVR 106 Basic ACD 10-7 Advanced ACD 107 ‘Advanced ACD: Agent Desktop 108 ‘Advanced ACD: Supervisor Desktop 109 ‘Advanced ACD: Premium License Option Only 10-10 Basic CTI 10-14 Advanced CTI 10-14 License Options Summary 10-12 ‘Agent Routing and Agent Selection Criteria 10-13 ‘Agent Selection Criteria 10-13 ‘Agent Selection Criteria: Enhanced/Premium 10-14 Provisioning Unified CCX 4.0(x) 10-15 ‘CCX 4.X: Provisioning Steps 10-415 CCX 4.X: Provisioning Steps (Cont.) 10-46 ‘Step 1: Provision RM JTAPI Provider 10-16 Step 2: Assign Unified CCX (ICD) Extensions 10-17 Step 3: Associate Unified CCX Extensions w/ User RMJTAPI 10-17 Step 4: Create Resource (Agent) Groups 10-18 Step 5: Create Skills 10-18 Step 6: Assign Resource Groups and Skills to Agents 10-19 Step 7: Create Contact Service Queues 10-20 Step 7: Create Contact Service Queues (Cont.) 10-21 Step 7: Create Contact Service Queues (Cont.) 10-22 Step 7: Greate Contact Service Queues (Cont.) 10-23 About Wrap-up Time 10-25 ‘About Wrap-up Time (Cont.) 10-25 Step 8: Configure Remote Monitoring 10-26 ‘il Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, ine,Step 9: Configure Agent-based Routing 10-27 Step 10: Create Teams 10-28 Step 11: Assign Agents and Supervisors to Teams 10-29 Provisioning Unified CCX .0(x) 10-30 ‘Two Deployment Options for Unified CCX 5.0 10-30 Configuring Unified CCX with Unified CM 5.1/6.0 10-31 Guidelines 10-31 Configure Unified CM for Unified CCX 10-32 Provision Unified CM 10-32 Review Unified CCX License Configuration 10-33 Configure Unified CM 10-33 Configure Unified CM (Cont) 10-34 Resynchronization Tool 10-34 Provision Call Control Groups 10-35 Use RmCm Wizard, or. 10-36 Use Manual Configuration 10-36 Configuring Unified CCX with Unified CME 4.2 10-37 Guidelines 10-37 Unified CCX Features for Unified CME 10-38 Configure Unified CME for Unified CCX 10-38 Review License Configuration 10-39 Unified CME Configuration 10-39 Control Center 10-40 CME Telephony Subsystem 10-41 Call Control Group 10-41 Validation Tool 10-42 User Management 10-42 Use RmCm Wizard, or 10-43 Use Manual Configuration 10-43 Cisco Agent Desktop (CAD) Limitations 10-44 Cisco Supervisor Desktop (CSD) Limitations 10-44 ‘Summary 10-45 References 10-45 Next Steps. 10-45 (© 2007 Cisco Systems, ine Deploying Cisco Uniied Contact Center Express (UCCXD) 20kUCCXD Course Introduction Overview “Deploying Cisco Unified Contact Center Express (UCCXD) v2.0" is an instructor-led course presented by training partners to Systems Engineers, Cisco AVVID Partners, and customers, ‘who will be charged with deploying the Cisco Unified Contact Center Express and Cisco Unified IP TVR products. ‘The course acronym has been changed from CRSD to UCCXD. This course has been modified to address Unified Contact Center Express v.5.0 as well as previous CRS versions (v4.0, v4.5), Learner Skills and Knowledge This subtopic lists the skills and knowledge that learners must possess to benefit fully from the course. The subtopic also includes recommended Cisco learning offerings that learners should first complete to benefit fully from this course. aT TT Learner Skills and Knowledge * Internetworking fundamentals + Basic IP telephony concepts * Cisco Unified CM deployments = Cisco IP Phones, Cisco IP Communicator = Contact center operations = Microsoft Windows Server 2000, 2003, XP = MS SQL 2000, MSDE databasesCourse Goal and Objectives This topic describes the course goal and objectives, Course Goal Bro eee nee enum smut reieue Roa eRe neds ir EI eUin rn Awan tolouucie canal planning, installation, configuration, administration, onsen usin ses evo iuenceeireuelinenecines Deploying Cisco Unified Contact Genter Express (UCCXD) Upon completing this course, you will be able to meet these objectives: = Design and plan a Unified Contact Center Express and a Unified IP IVR implementation Install or discuss all CRS components, servers and clients, = Configure all CRS components = Build workflow applications to exploit Unified IP IVR features and capabilities © Build contact center workflows to exploit Unified Contact Center Express features and ilities = Deploy and use Agent and Supervisor Desktop software = Deploy Outbound Preview Dialer for Unified CCX v5.0 = Troubleshoot installations and workflows 2 Deploying Cisco Unified Cantact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Course Flow This topic presents the suggested flow of the course materials, Course Flow | Using Cisco | Reporting | Introduction Scripts and Scripts for Desktop Course Creating Creating AL | Roplcalons Contact m Centers ‘amin (CDA) | Trouble. | Supervisor | shooting | “Remote i | Monitoring | Lunch | CRS Desion | Configuring Using ASR & | Mastery and Ordenng | UCCXAGD Using Cisco «TTS. Exercise Pi Desktop | i | Instatiaion & Creating Admin (CDA) Outbound M | Configuration ‘Scripts for Preview: es Dialing The schedule reflects the recommended structure for this course. This structure allows enough time for the instructor to present the course information and for you to work through the lab activities. The exact timing of the subject materials and labs depends on the pace of your specific class, (© 2007 Cisco Systems, ine. Course introductionAdditional References “This topic presents the Cisco icons and symbols that are used inthis course, as well as information on where to find additional technical references. a a aT | Additional References . 1 (See Flash Demo) * java.sun.com * Course CD-ROM — Class files ~ Demo scripts, speech, databases — Cisco support documents * Email Aliases ~ Ask-icd-ivr-pm@external.cisco.com — Ask-icd-ivr-support@external.cisco.com Cisco Glossary of Terms For additional information on Cisco terminology, refer to the Cisco Internetworking Terms and Acronyms glossary of terms at hitp://www.cisco,com/univered/ce/td/doe/cisintwhiita/index.him, 4 Deploying Cison Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, Inc.Your Training Curriculum This topic presents the training curriculum for this course. A Cisco Career Certification Path Enhance Your Cisco Certifications—and Validate Your Areas of Expertise Cisco IP Contact Center Express Specialist Cisco IP Contact Center Express Recommended Training ‘Specialist Through Cisco Learning Partners, Deploying Unified Contact Center Express (UCCXD) Unified Contact Center Advanced (UCCXA) - Optional Cisco Qualified Specialist (CQS) focused certifications demonstrate significant competency in specific technology areas, solutions, or job roles. Individuals who have earned an associate- level career certification or higher are eligible to become qualified in these focused areas. With one or more specialist certifications, network professionals can better align their core expertise with current industry needs. For more information on the CQS focused certification, visit www.cisco.conv go/certifications, (© 2007 Cisco Systems, Ine. ‘Course introduction 5General Administration This topic addresses the training environment you will encounter for this class. General Administration Class-related Facilities-related + Sign-in sheet + Rest rooms + Length and times + Site emergency + Participant procedures materials Break room + Appendixes locations + Attire Restaurants, snacks Communications © Deploying Cisco United Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, InePlease Introduce Yourself Take a few moments to introduce yourself and express any special objective you have for this training experience. Please Introduce Yourself * Your name and work location * Your job responsibilities * Your programming / admin background + Your Cisco Communications Manager experience * Your Unified IP IVR or Unified Contact Center Express experience, if any * Your other contact center experiences * Your special objectives for this week (© 2007 Cisco Systems, ne Course introductionLesson 1 CRS Product Overview This lesson discusses the Cisco Customer Response Solutions (CRS) topology, software applications, hardware components, subsystems and the new product features and improvements. ‘The course addresses CRS Releases 4.0(x), 4.1(x). 4.5(x) and 5.0(x). This overview addresses all of the CRS Releases and their products: Unified IP IVR (Unified IP IVR) and Unified Contact Center Express (Unified CCX). = The CRS Release 4.0(x) products are compatible with Unified CM 4.1(x) and 4.2(x) m= The CRS Release 4.1(x) products are compatible with Unified CM 4.3(x). The CRS Release 4.5(x) products are compatible with Unified CM 5.103). = The CRS Release 5.0(x) products are compatible with Unified CM 5.1, 6.0(x) and Unified CME 4.209). ‘The Cisco Customer Response Solutions (CRS) Platform builds on the Cisco IP Telephony Solution foundation to provide interactive telephony and multimedia services. Because the CRS Platform uses an open architecture that supports industry standard application designers can integrate applications with a wide variety of technologies and products, and they ean now integrate agent-assisted contact centers and self-service customer assistance ‘A thorough understanding of the CRS components will help us to properly design, develop and deploy the full functionality of the Cisco Products: Unified Contact Center Express, Unified IP IVR and Unified QM.Objectives The objectives of this lesson are to be able to: ‘= Define the relationship between the CRS platform and the three products it supports. = Define the three Cisco products supported by the CRS engine platform = Describe the CRS hardware and soft deployments and scalability ¢ components to include all server types, standby = Describe the new and improved functions of the three CRS products to include Unified Cx 5.0 4-2 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneCRS Product Family This topic describes the CRS as an engine that hosts three products: Unified Contact Center Express, Unified IP IVR and Unified Queue Manager. CRS Product Family CRS Family * Unified IP IVR * Unified Contact Center Express (Unified CCX) — Standard lonaea | | nteg || ~ enmarces (iin) = Premium * Unified Queue Manager (Unified QM) | | } Enhanced Premium ‘The Customer Response Solutions (CRS) Engine is a host to three orderable products: = Cisco Unified Interactive Voice Response (Unified IP IVR) = Cisco Unified Contact Center Express (Unified CCX) = Cisco Unified Queue Manager (Unified QM) The CRS Engine is @ host for these products and can not be ordered. ‘© 2007 Cisco Systems, in, (CRS Product Overview 1-3Three Primary Functions for Unified CCX Cisco Unified CCX provides three primary functions: IVR, ACD, and CTI. Within the Unified CCX packaging, you have a choice of either basic or advanced feature sets for each of these functions. These feature sets are packaged into three different Unified CCX licensed packages: Standard, Enhanced, and Premium. Three Primary Functions = IVR: Interactive Voice Response — Provides information as recorded messages or spoken text over telephone lines in response to a caller's input in the form of spoken words or DTMF signaling * ACD: Automatic Call Distributor ‘Automatically routes incoming calls to the next qualified, available, or longest idle agent * CTI: Computer Telephony Integration ~The merger of telecommunications equipment with computers and computer applications. The use of caller ID to retrieve customer information automatically from a database is an example of a CT! application. Displaying caller input on the agent desktop is another example. = Functions are categorized as “Basic” or “Advanced” for licensing options IVR: Interactive Voice Response Provides information as recorded messages or spoken text over telephone lines in response to a caller's input in the form of spoken words or DIMF signaling ACD: Automatic Call Distributor Automatically routes incoming calls to the next qualified, available, or longest idle agent and, queues the call if no agent is available. CTI: Computer Telephony integration CTI implements the merger of telecommunications equipment with computers and computer applications. The use of caller ID to retrieve customer information automatically from a database is an example of a CTI application. Displaying caller input on the agent desktop is another example, Funetions are categorized as “Basic” or “Advanced” for licensing options, “-4 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, neIVR Functions: Basic and Advanced ‘The IVR functions can be categorized as basic or advanced for licen ng purposes, IVR Functions: Basic and Advanced = Basic Prompt and collect, OTMF Call controls such as accept (answer), terminate, transfer, place call ~ Basic XML document processing of lists (holidays) ~ Basic IVR functionalty is not sold separately, only availabe for IPCC. Express Standard and Enhanced license options = Advanced Database integration with Cisco-supported, ODBC-compliant, SQL databases HTTP triggers for callback requests, email routing, application starts — Email generation to send confirmations, requested attachments ~ VoleeXML. 2.0 suppor for advanced speech applications Java support to use Java objects to expand capabilites MRCP integration to support ASR and TTS services ~ Advanced and Basic IVR are sold as Unified IP IVR and also included in ‘the Unified Contact Center Express Premium license package Basic = Prompt and collect, DTMF = Call controls such as accept (answer), terminate, transfer, place call = Basic XML document processing of lists (holidays) = Basic IVR functionality is not sold separately, only available for Unified CCX Standard and Enhanced license options Advanced = Database integration with Cisco-supported, ODBC-compliant, SQL databases m= HTTP triggers for callback requests, email routing, application starts = Email generation to send confirmations, requested attachments = VoiceXML v2.0 support for advanced speech applications = Java support to use Java objects to expand capabilities = MRCP integration to support ASR and TTS services Advanced and Basie IVR are sold as Unified IP IVR and also included in the Unified Contact Center Express Premium license packag {© 2007 Cisco Systems, in. (CRS Product Overview 1-6ACD Functions: Basic and Advanced The ACD functions can be categorized as basie or advanced for licensing purposes. ACD Functions: Basic and Advanced = Basic Call routing and queuing ~ Gisco Agent Desktop (CAD) — IP Phone Agent (IPPA) Cisco Supervisor Desktop (CSD) ~ Historical Reporting Realtime Reporting = Advanced ‘Agent skill and competency routing Priortized queuing = Work mode, ater call work — Wrap up timer Wrap up codes — Agent-based routing (premium only) Remote silent monitoring of agents and CSQs (premium only) Basic = Call routing and queuing, = Cisco Agent Desktop (CAD) = IP Phone Agent (PPA) = Cisco Supervisor Desktop (CSA) = Historical Reporting = Real-time Reporting Advanced = Agent skill and competency routing = Prioritized queuing = Work mode, after call work = Wrap up timer = Wrap up codes Agent-based routing (premium only) = Remote silent monitoring of agents and CSQs (premium only) 146 Deploying Cisco United Contact Canter Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneACD Functions: Basic and Advanced (Cont.) The ACD functions can be categorized as basic or advanced for licensing purposes. ES ACD Functions (Cont.) = Advanced (Cont.) Cisco Agent Desktop (CAD) * Application integration + Workflow buttons, custom shortcuts + On-demand call recording ~ Cisco Supervisor Desktop (CSD) * Silent monitoring of agent calls * Barge-in on an agent call and join the conversation * Intercept a call, transfer the agent call to the supervisor * Call recording and playback Advanced (Cont.) = Cisco Agent Desktop (CAD) = Application integration = Workflow buttons, custom shortcuts ® On-demand call recording = Cisco Supervisor Desktop (CSD) Silent monitoring of agent calls Barge-in on an agent call and join the conversation Intercept a call, transfer the agent call to the supervisor Call recording and playback {© 2007 Cisco Systems, Ine. ‘CRS Product Overview 1-7CTI Functions: Basic and Advanced The CTI functions can be categorized as basic or advanced for licensing purposes: CTI Functions: Basic and Advanced = Basic Enterprise data window on agent desktop, customizable Displays (pops) data acauired for ‘each call, ANI, DNIS, caller put ~ Details on call progress. IVR time, time with other agents, ‘queue wait time, total time = Advanced Basic functionality — Custom workflows allow data to be passed to other Gopications (examples: CRM, MS Outlook, MS Word, HTTP- Based software) _ Data can be also passed to applications that accept keystroke macros — Pass data acquired from XML data sources Basic = Enterprise data window on agent desktop, customizable = Displays (pops) data acquired for each call, ANI, DNIS, caller input ‘a Dewils on eal! progress, IVR time, time with other agents, queue wait time, total time Advanced = Basic functionality fa Custom workflows allow data to be passed to other applications (examples: CRM, MS Outlook, MS Word, HTTP-based software) Data can be also passed to applications that accept keystroke macros fa Pass data acquired from XML data sources “Fe Deploying Gisco Unified Contact Center Express (UCCXO) v2.0 “© 2007 Cisco Systoms, Incense Options Based on Funct The li nse options are as follows and are based on the above functions. Standard Enhanced * Some features are available in Premium only Features Only Available in Premium The following features are only available for the Premium license package. Features Only Available in Premium = Premium CRS Release 4.x and 5.x Features: ~ Agent-based Routing Remote Monitoring ~ Automatic Speech Recognition and Text-to-Speech (ASRITTS), optional software purchased from speech vendor — Customer's database access, SQL queries, ODBC ~ eMail ~ HTTP triggers * Premium CRS Release 5.x: ~ Cisco Unified Email Interaction Manager (EIM) = Cisco Unified Web Interaction Manager (WIM) ~ Cisco Unified Workforce Optimization Outbound Preview Dialer (© 2007 Giseo Systems, Ine ‘ORS Product Overview rrNew Enhancements for Unified CCX 5.0 There are many new features for Unified CCX 5.0, This discussion will serve only as an overview as there are other courses that address some of these features, __Unified CCX 5.0 Enhancements ' Compatible with Unified CM 6.0/5.1 Compatible with Unified CME 4.2 Windows 2003 OS support Ve Vv ve JDK 1.5 support Val 4 av HA support, 2 nodes wv Upgrade from 4.5 to 5.0 aa AG Unified Preview Outbound Dialer v Unified Email Interaction Manager (EIM) and Unified Web Interaction Manager v (WIM) Option 4 Mey ee oe ‘Simplified Install / Patch / Upgrade / B&R New Release 5.0 features apply to Unified CM and Unified CME (Cont.) Unified CCX 5.0 Enhancements (Cont | Unified | Unified | Unified | Unified ae ma acd Lu au cul Co Simplified Administration (wizards, short) ‘ACMI for third partes (selective) Wrap-up codes including Outbound calls VR support for IBM WVS ASRITTS (MRCP 1.0) Crystal Report XI upgrade New Historical Reports Serviceabilt: Log Collection Tool, Support Tool Now L10n support for Korean, Portuguese Bazilion, Traditional Chinese, Swedish, YY | ¥ Dutch S x < TN TPRESE SESERES ent “10 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems. IncEmail Interaction Manager (EIM) ‘This topic addresses the Unified CCX Ex ail Interaction Manager. aii Email Interaction Manager (CCX 5.0) + Requires Unified CCX 5.0 Premium = Provides e-mail routing to an agent * Automated or agent assisted e-mail responses * Real-time and historical reporting * Role based hierarchical rights management for agents, supervisors, administrators and knowledge base administrators Cisco Unified Email Interaction Manager (EIM) provides inbound e-mail routing, automated or agent assisted e-mail response, real-time and historical reporting and role based hierarchical rights management for agents, supervisors, administrators and knowledge base administrators. Unified EIM shares a common routing engine, services creation editor, look and feel, roles, and desktops with Unified Web Interaction Manager (WIM) and is available in either a Basic or Advanced package. Unified EIM may be deployed on a dedicated server or server cluster or share a server or server cluster with Unified WIM. When Unified EIM and WIM are deployed on shared servers or server clusters, both must be either the Basie or Advanced package. Mixing packages is not supported. Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors would need 100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shifts, {© 2007 Cisco Systems, In. ORS Product Overview 1-11Cisco Unified Web Interaction Manager (WIM) ‘This topic addresses the Unified CCX Web Interaction Manager, Web Interaction Manager (CCX 5.0) * Requires Unified CCX 5.0 Premium * Provides inbound chat routing = Agent assisted chat sessions = Real time and historical reporting * Role based hierarchical rights management for agents, supervisors, administrators, and knowledge base administrators. Cisco Unified Web Interaction Manager (WIM) provides inbound chat routing, agent assisted chat sessions, real time and historical reporting and rote based hierarchical rights management for agents, supervisors, administrators, and knowledge base administrators. Unified WIM shares a common routing engine, services creation editor, look and feel, roles, and desktops with Unified EIM and is available in either a Basie or Advanced package. Unified WIM may be deployed on a dedicated server or server cluster or share a server oF server cluster with Unified EIM. When Unified FIM and WIM are deployed on shared servers or server clusters both must be either the Basie or Advanced package. Mixing packages is not supported. Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors would need 100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shift 712 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, neQuality Management ‘This topic addresses the Unified CCX Quality Management, Quality Management (CCX 5.0) * Requires Unified CCX 5.0 Premium = Supports the recording and archiving of every call between agents and customers = Managers and supervisors can evaluate a customer contact by listening to the recording and filling out an electronic evaluation form. = They can also monitor and analyze the performance of groups, teams, and individual agents by looking at summary and detail reports of those evaluations. * Supervisors and managers can then use these results to suggest training classes for the agents to take. Quality Management supports the recording and archiving of every call between agents and customers. Managers and supervisors can evaluate a customer contact by listening to the recording and filling out an electronic evaluation form. They can also monitor and analyze the performance of groups, teams, and individual agents by looking at summary and detail reports of those evaluations Supervisors and managers can then use these results to suggest training classes for the agents to take Each user license is for a configured (not concurrent) user. {© 2007 isco Systems, Ine. CRS Proguct Overview 1-13Workforce Management This topic addresses the Unified CCX Workforce Management. a a Workforce Management (CCX 5.0) = Requires Unified CCX 5.0 Premium = Allows supervisors and contact center managers to develop schedules for their agents and manage key performance indicators and real-time adherence * Managers can: ~ Create and manage schedules for an unlimited numberof sites, — Manage scheduling for offices spread out in different time zones Schedule alternative media sources seamlessly, including chat and e-mail * Each user license is for each configured (not concurrent) user Cisco Workforce Management Cisco Workforce Management allows supervisors and contact center managers to develop schedules for their agents and manage key performance indicators and real-time adherence. Managers can create and manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different time zones, and schedule alternative media sources seamlessly, including chat and e-mail Each user license is for a configured (not concurrent) user. 1-14 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Outbound Preview Dialer This topic addresses the Unified CCX Outbound Preview Dialer. Outbound Preview Dialer (CCX 5.0) * Requires Unified CCX 5.0 Premium * Campaign-based outbound preview dialer provides an additional option for inbound voice agents (blended agents) * The GUI for outbound agents is CAD. CAD is packaged only with inbound voice seats. = This feature will be addressed in a later lesson. ‘The Cisco Unified CCX Outbound Preview Dialer (Outbound) provides campaign based outbound preview dialer support as an additional option for inbound voice agents. ‘The GUI for outbound agents is CAD. CAD is packaged only with inbound voice seats, This feature will be addressed in a later lesson. {© 2007 Cisco Systems, Ine (CRS Product Overview 115CRS Environment This topic describes the base components for a minimal Unified IP IVR or Unified Contact Center Express implementation. CRS Environment Unifiea stn Gateway [7] cisco crs > say) Fattor ASR/TTS Workflow Optimization, Extornal Database, MRCP Servers EIM, WIM Servers (v5.0) Web Servers. Base Components ‘The following are the primary components of Unified CCX. = Gateway: Connects the enterprise IP telephony network to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as Public Branch Exchange (PBX). = Cisco Unified CM: Provides the features required to implement IP phones, manage gateways, provides failover and redundancy service for the telephony system, and directs Voice over IP (VoIP) traffic to the Cisco CRS system. The Unified CM provides the functionality typically associated with a PBX to include call setup, teardown, and transition (transfer, conference, hold, retrieve For calls requiring intelligent routing and queuing, Unified CM interacts with Unified CCX Within Unified CM, a phone device called a CTI por is defined. A CTI port is an IP endpoint where a Voice over IP (VoIP) call can be terminated. One CTI port is defined in Unified CM for each Unified CCX port. ‘= Cisco IP Telephony Directory: Stores configuration information, application, and Cisco scripts in a Lightweight Directory Access Protocol (LDAP) directory. The subdirectory that stores applications and Cisco scripts is called the repository. Storing seripts and configuration information in an LDAP directory allows the administrator to share applications and Cisco scripts on any CRS engine in the network The LDAP directory has been replaced with configuration files in Unified CCX 4.5 and 5.0, 4-16 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Giseo Systems, Ine= Cisco Unified CCX Server: Engine that runs applications including Cisco script applications. Cisco CRS Scripts: Cisco CRS Scripts comprise a series of Java steps which form the call logic for a call = Cisco CRS Editor: Allows application developers to use a simple graphical user interface (GUI) to create, modify, and debug Cisco CRS scripts for automating customer interactions. Each seript consists of a series of logie steps, implemented as Java Beans m= Cisco IP Agent and Supervisor Desktops: Desktop programs that allow ICD agents and supervisors to log in to the system, accept Unified Contact Center Express calls, change agent states, and monitor status. About CRS Subsystems Depending on the Cisco CRS products that you are using, the CRS server may employ as many as 14 subsystems for communicating with other services including outbound services, About CRS Subsystems = As many as 14 subsystems possible = Subsystems communicate between CRS server and with various services = New Outbound subsystem for CCX 5.0 Some of the subsystems are: = Applications: Manages the applications in the CI session management, Engine and other features such as = Cisco Media: Configures Cisco Media Termination (CMT) dialog control groups, which ‘can be used to handle simple Dual Tone Multi-frequency (DTMF) based dialog interactions with callers, Core Reporting: Provides information for Unified IP IVR real-time reports, Database: Handles the connections between the CRS server and the enterprise database. ‘eMail: Adds components to the CRS Engine that allows it to send e-mail messages. Enterprise Server: Communicates data for sereen pops to the Unified CCX Agent Desktop. HTTP: Adds components to the CRS Engine that allow it to respond to HTTP requests, {© 2007 Cisco Systems, ine. ‘CRS Product Overiow 1-17Unified ICME: Manages the connection between the CRS server and the Unified ICME software, Unified CM Telephony: Manages the connection between Unified CM CTI Manager and the CRS Engine. Unified CME Telephony: Manages the SIP connection between Unified CME and the CRS Engine. MRCP ASR: Allows a script to respond to voice input in addition to DTMF using the MRCP protocol. MRCP TTS: Composes voice prompts that are generated in real time from text, such as speaking the words in the text of an e-mail message using the MRCP protocol. Resource Manager-Contact Manager (RmCm): Allows Unified CCX to monitor agent phones, control agent states, route and queue calls, and manage the historical reporting feature. Voice Browser: Manages Voice Browser funetionality CRS Voice over Internet Protocol (VoIP): Enables remote recording and monitoring. +18 Deploying Cisco Unified Contact Genter Express (UCCXO) v2.0 (© 2007 Cisco Systems, in,CRS Cluster Component Overview ‘The following discussion will address these topics regarding the components of the Unified. cx. CRS Cluster Component Overview * Four Software Components = CRS Cluster Profile - maintains entire cluster configuration for all servers and software components * Servers (nodes) * Expansion servers * Standby servers = Server deployment examples = Single server — Multiple server ~ Maximum servers. Four Software Components The first two software components are the CRS Engine and the Database Server. Four Software Components CRS Engine + The main component of the CRS system. Processes and accepis voice calls and web contacts. The Engine also is responsible for system management, administration, and houses the agent state machine for ACD activity Database Server + Component used to store CRS data. It is comprised of four Datastores: Agent Datastore, Configuration Datastore, Historical Datastore, and Repository Datastore © 2007 Cisco Systems, ne. ‘ORS Product Overviow 119Four Software Components (Cont.) Te last two software components are the Monitor Server and Recording Server. Four Software Components (Cont.) Monitor Server = Component used for monitoring and recording of agent calls. = SPAN port configuration: The monitor server collects and. distributes voice data from the agents phone to the supervisor and/or recording server. + In Agent Desktop configuration: The voice traffic moves directly fromthe agent desktop to the supervisor andlor recording server, but the Monitor component is still required to setup and manage the connection. Recording Server = Component used to accept and store agent call recording data initiated from Supervisor desktops Loa CRS Cluster Profile Concept All components are configured within a CRS cluster profile. CRS Cluster Profile Concept + One or more servers running CRS software components ~ single-server cluster: Runs all CRS software components — Multiserver cluster: Up to nine servers running CRS software components (Release 4.0(x)) » LDAP server stores cluster information in a cluster profile ~ Server information ~ License information — CRS software components * Cluster profile is shared by all servers in a cluster a [20 Deploying C's Unified Contact Canter Exoress (UCCXD) v2.0 (© 2007 Cisco Systems, in.Expansion Servers Expansion servers expand the capacity of the CRS cluster. Expansion Servers + Expansion servers “expand” or increase the capacity ofthe CRS cluster Expansion ~*~ [sy Servers Within — Deploys CRS software Components across multiple ORS Cluster Database expansion servers (Historical Reports) Server ~ Distributes processing effort across expansion servers, « Expansion Servers may have the following software component ‘combinations activated: Database (1), Monitoring (5), Recording and Monitoring and Recording(2) Monitoring (Call) Monitoring = Managed by CRS Administration Servers) ‘Server(s) * Not available for all CRS versions Standby Servers Standby servers become active if the active servers fail Standby Servers * Standby servers ‘standby’ to become available if an active server becomes unavailable ~ When active server fails, standby server automatically becomes the active server ~ Standby server is normally inactive, therefore does not increase capacity of cluster — Same CRS components of normally active server are activated Referred to as "High Availabilty” — Requires High Availability (HA) license * Managed by CRS Administration = Standby servers are not available for all CRS versions (CRS 4.5) (© 2007 Cisco Systems, Ine ‘CRS Product Overview 421Standby Servers (Cont.) A.CRS can have one or two standby servers depending on the configuration of the active servers a S| Standby Servers (Cont.) * Installed components CRS Cluster on active server must match standby server CRS Engine ‘Component ie * If CRS engine and database is on active server, then only one standby server * If CRS engine is on one active server and ea of database on another Database active server, then two Component standby servers are deployed Active Standby Active ‘Stancby Other Servers Other servers require configuration ofa interfacing subsystem but the servers are not administered through CRS Administration. Other Servers ge * Servers not hostin (<4 CRS software 1 —_ ae components = TURP ASR Somer MRCPASHITTS ° ~ MRCP TTS Server ene CRS Cluster — Web Servers. a — WIMIEIM Servers At =f * Related subsystems 4 may be administered in RS Administration Sener) (2a * Servers may be shared with other clusters Web Server(s) 1-22 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, IneCRS Release History This topic discusses the release history of the product line. Release 3.x (x) Overview Release 3.X is the second major release of the product line, CRS 3.x(x) Overview * CRS Release 3.x no longer offered * Unified CM 3.2 - 4.2 Integration = MS Windows Server 2000 OS = Single-server solution, “cold” standby server + No High Availability * Backward compatible steps and scripts + Release 3.5(3) upgradeable to CRS Release 4.0(4) or 4.0(5) = Not Upgradeable to CRS Release 4.5, 5.0 3x) > 4.0(x) > 4.1 45 E> 5.0 {© 2007 Cisco Systems, Ine. (CRS Product Overview 1-23,Unified CCX 4.0(x) Overview Release 4.0(x) is the next major release and is currently offered. Unified CCX v4.0(x) Overvi * Unified CM 4,1, 4.2 Integration + MS Windows Server 2000 OS * Supports High Availability (HA) servers * Supports expansion servers to host database, monitoring, and recording + Backward compatible steps and scripts * Upgradeable to Release 4.1 + Not Upgradeable to CRS Release 4.5, 5.0 3x) > 4.0(x) > 4.1 45 > 5.0 Deployment Options Unified CCX v4.0(x) Unifid Cm 4.1 Router 42 Custer 20x40 Custer ¥ active (2) | standby (2) optional 1 expansion ) Opional Servers ' 6 G Web Customer Database or COX Agents and Supervisors (sccr) 4-24 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Ine.Unified CCX 4.1(x) Overview Release 4.1(x) is the next major release and is currently offered. | Unified CCX v4.1(x) Overview = Unified CM 4.3 Integration = MS Windows Server 2003 OS = Supports High Availability (HA) servers. + Supports expansion servers to host database, monitoring, and recording » Backward compatible steps and scripts = Current release, not upgradeable at this time = Not upgradeable to CRS Release 4.5, 5.0 3x) > 4.0(x) > 4.1 45 > 5.0 Deployment Options Unified CCX v4.1(x) Unies Cw 4.3 Router! Chester 6x-4.1 Custer pstn Gateway WAN Expansion (5) Opional Servers tig CCX Agents one @, Supervisors (scr) a6 @ Web Customer ' Database or 11s {© 2007 Cisco Systems. Ine CRS Product Overview 1-25Deployment Options ied CCX 4.5(x) Overview Release 4.5(x) introduced compatibility with Linux-based Unified CM. Unified CCX v4.5(x) Overview Unified CM 5.0, 5.1 Integration, appliance MS Windows Server 2000 OS Does not support High Availability (HA) servers, Does not support expansion servers to host database, monitoring, and recording Backward compatible steps and scripts Upgradeable to Release 5.0 3x) > 4.0(x) > 4.4 45 > 5.0 Unified CCX v4.5(x) United CM 5.0/ 5.1 Cluster (00x4.5 Cluster PSTN wan pocce reese neue ee [ Opiional Servers 1g t q re t t t i Rita ox Poems and &, Supenisors| (SccPisiP) o Web Customer ASR Database or 428 Deploying Cisco Unified Contact Genter Express (UCCXO) v2.0 ‘© 2007 Cisco Systems. Ine.Unified CCX 5.0(x) with Unified CM Overview Release 5.0(x) continues the compatibility with Unified CM appliances plus compatibility with Unified Communications Manager Express (CME). Unified CCX v5.0(x) with CM Overview = Unified CM 6.1, 6.0 Integration, appliance + Unified CM Express 4.2 integration + MS Windows Server 2003 OS = Support High Availability (HA), 2 nodes w/ all components active = Does not support expansion servers to host database, monitoring, and recording = Backward compatible steps and scripts + Current release, not upgradeable at this time 45 > 5.0 Deployment Options for Unified CM Unified CCX v5.0(x) TTS — Manager’ Manager 3x(X) > 4.0(x) > 4.1 These are the deployment options for integrating with Unified CM (v5.1, 6.0) Unified CM 5.1 / Router! 8.0 Chstor cx 5.0 Custor PSTN Active (1) Standby (1) (eetiona) WAN Cx Agents ane Supervisors (sccr/siP) (© 2007 Cisco Systems, nc. ‘CRS Product Overview vatRelease 5.0(x) with Unified CME Overview Release 5.0 may also be integrated with Unified CME (v4.2). a aS, Release 5.0 with CME v4.2 Overview Cisco CRS Features Supported by CME Deployments: lied CCX * Unified CCX as a child to Unified CCE (parent) * Cisco Unified Email Interaction Manager (EIM) + Cisco Unified Web Interaction Manager (WIM) * Limited CAD and CSD Functionality Cisco CRS Features Not Supported by CME Deployments: * Unified OM + High Availabilty (HA), single-node deployments only + Outbound Preview Dialer + Remote Monitoring Deployment Options with Unified CME Unified CCX v5.0(x) with CME Overview Untied CME 4.2 Router! Clustar CCX. Cluster Gateway om won Spiral Servers 66% Web Customer ASR Database oF ig CCX Agents 2 TD perio &, ery 1-28 Deploying Co Uniled Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, ne.Deployment Options with Unified CCE Unified CCX v5.0 with Unified CCE ‘Cluster = Supports Unified CM V5.1 & V6.0 = Support CME te United United v42 Cx 5.0 1 CCx50 * Unified Contact ser 1 Gister Center : Enterprise esta er SIP ICM wei Integration Unies om Unites 54160 CME v4.2 Product Migration Paths Installed products may migrat Product Migration Paths ising the following migration paths. = Based on Unified cM Versions | 3.4 v 35 AKG 40 v aa 45 50 viv (© 2007 Cisco Systoms, Ine. (CRS Product Overview 1-29Unified CCX Call Flow Definitions *» Route Point * Session * CTIPort Unified COX * Dialog Types ‘Agent * Dialog Groups = Script = DNIS— Dialed Number Information Service. A Telecom term that (loosely) relates to the dialed or directory number presented to an end device (PBX) for call routing purposes. = JTAPI - Java Telephony Application Protocol Interface. A Java protocol that Call Manager commonly uses to interface with external applications, such as CRS. = Route Point — A logical device (an entry in database) of Call Manager used to pass call control to an external application = Session - A Session is a CRS object. All contacts, inbound or outbound, are associated with 4 Session object. This object stores relevant information (in memory) about contacts and their attributes. They also may be used to store additional information that is set by a script. = CTI Port ~ A device (in database) of Call Manager used for the purposes of allowing media (voice) to be terminated to an external device, such as a PC. ™ Dialog types — For voice calls in the CRS system there are two types of dialog. These dialog types define how a caller may (or must) interact with the CRS system. Ciseo Media defines a DTMF type of dialog to CRS and the ASR type of dialog specifies Automatic Speech Recognition. 4-90 Deploying Cisco United Contact Genter Express (UCCXD) v2.0, (© 2007 Cisco Systems, Ine.Dialog Groups ~ Definitions created in the CRS system indicating a number of dialog ‘channels. These definitions are used on the Trigger page to allow (or disallow by omission) access to a dialog type (or channel). When defining Cisco Media Dialog Groups, the number of channels is not limited by any factor other than what the administrator chooses. Likewise, when defining ASR Dialog Groups, the number of channels are not limited but, ASR licensing will restrict the number of channels actually available ‘= Script - The Script is a component of the CRS system that contains the logic of how to process a call. It is often viewed as an application or program. (© 2007 Gisoo Systems, nc. ORS Product Overview 1-31Unified CCX Call Flow Example The typical Unified CCX Call Flow continues. Unified CCX Call Flow Example Voice Unified cM CRS Cluster Gateway “Chister ~ A Caller dials an 800 number and is passed to a carrier in the Public Switched Telephone Network (PSTN) ja Oy Unified COX. ‘Agent The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified cm ster Gateway (Custer SRS cue PSTN The carrier passes the call to the Voice Gateway with call control information (ONIS) Unified COX. Agent 432 Deploying Cisco Unied Gontact Genter Express (UCCXD) v2.0 {© 2007 Cisco Systoms. Ineied CCX Call Flow Example (Cont.) The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example PSTN ‘The Gateway passes call contol information (DNIS) to Unified CM and asks how to route the call via H.323, MGCP, or SIP Unified Cox ‘Agent The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Unified CM Cluster Vole Gateway Unified CM has the dialed number associated with a CTI Route Point that is associated with a CRS STAPI User ORS Cluster Unifies COX ‘Agent CTI Route Point initiates a route request toCRS {© 2007 Cisco Systems, nc ‘ORS Produc Overview 133Unified CCX Call Flow Example (Cont.) The typical Unified CCX Call Flow continues Unified CCX Call Flow Example Voice Unified cm stn Based on the dialed number, CRS selects an available CT! Port and replies to Unified (CM as to what CTI Port extension to route the call Unified COX ‘Agent ‘The typical Unified CCX Call Flow continues. Unified CCX Call Flow Example Voice Unified Cm CRS Cluster Gateway Cluster ia Qs oe Unified Cox Agent 1-34 Deployng Cisco Uniied Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, ine,Unified CCX Call Flow Example (Cont.) ‘The typical Unified CCX Call Flow cor Unified CCX Call Flow Example Voice Unifiod CM ia Os sat The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified CM ORS Cluster Gateway Cluster When the script encounters the Accept step, the script instructs 4 @ Unified CM to deliver ik the call to the specified Farrer CTI Port Unified cox ‘Agent (© 2007 Cisco Systems, Ine (CRS Product Owewiew 1-35Unified CCX Call Flow Example The typical Unified CCX Call Flow continues, ied CCX Call Flow Example Voice Unified CM ORS Cluster Gateway Cluster + Pst Unified CM delivers the call via RTP from the Voice Gateway and the specified CT! Port ‘The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified CM crs cl Gateway 2 PsIN ‘The Seript continues processing, prompting, collecting etc. t Unified Cox Agent Low ed 735 Deploying Osco Unified Contact Contr Express (UCOXD) v2.0 {© 2007 Ciseo Systems, Incied CCX Call Flow Example (Cont.) The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified CM CRS Cluster Gateway Cluster pst When the soript L = encounters the =4 Select Resource ga Os = step, the Script Saami et selects and reserves Unies cox an Agent ae The typical Unified CCX Call Flow continues. Unified CCX Call Flow Example Voice Unified Cm RS Cluster Gateway Cluster PSTN ' The call and enterprise data is delivered to the Agent The script, CTI Port and IVR Port licenses are released Unified Cox ‘Agent The call continues until disconnected by caller or agent {© 2007 Cio Systems, nc ‘CRS Product Overview 437System Management Overview This topic describes the Cisco applications used to conduct system management. System Management Overview = CRS Administration ~ Browser-based tasks Upload scripts, prompts, files, grammars. ~ Configure applications, agent skills, Contact Service Queues ~ Monitor real-time contact center status ~ Manage services, monitor trace files = Cisco CRS Editor * Cisco Desktop Administration * Historical Reports Client CRS Administration Interface The Cisco CRS Administration web int administrators to configure and manage sser for servers and Applications. = Browser-based tasks = Upload scripts, prompts, files, grammars * Configure apps, agent skills, Contact Service Queues (CSQ) * Monitor real-time contact center status * Manage services, monitor trace files 4-38 Deploying Cisco Unified Contact Canter Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneCisco Script Editor The Cisco CRS Editor allows application developers to use a simple graphical user interfac (GUI) to create, modify, and debug Cisco CRS scripts for automating customer interactions, Bach script consists of a series of steps, implemented as Java Beans. Cisco Script Editor atfiedte * Client-based utility ISCO. Cisco CRS Editor * Lives on CCX server by default = Can be installed on developer's workstation * Editor allows the developer to create and debug call flow scripts to be uploaded via CRS Administration Cisco Desktop Administrator The Cisco Desktop Administrator is used to define appearance and operation of the Cisco Agent Desktop (CAD). Cisco Desktop Administrator * Another client- based utility * Lives on CCX server by default * Can be installed on developer's workstation * Used to define the appearance and operation of an agent desktop * Used to setup special data fields for CTI use, reason codes, keystroke macros (© 2007 Cisco Systems, Ine (ORS Product Overview 139Historical Reports Client The Historical Reporting Client can generate a variety of historical reports that provide detailed CCDR records, application performance, and traffic analysis information. Historical Reports Client * Another client-based utility * Never lives on CCX = we server eed * Used to create, display or schedule historical oo peace reports. * Can be installed on report administrator's workstation = 31 Historical Report templates available 1-40 Deploying Cisco United Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneGlobal Language Support System prompts are provided in many languages. Global Language Support * System Prompts ~ Provided by Cisco, many languages ~ Bx: "Monday, September, three, ity” = User Prompts — Provided by script designer ~ "Welcome to Gold Systems” = CADICSD Language Options ~ Language for desktop applications ~ System-wide option {© 2007 Cisco Systems, in. (CRS Procuct Overview vrSummary This section summarizes the key points you learned in this lesson. Summary + The CRS family includes three products. * The products deliver basic and advanced IVR, ACD and CTI functions. * Unified CCX license options are Standard, Enhanced and Premium, + Servers reside in a CRS Cluster identified during installation * Release 4.X CRS servers interface with windows-based Unified ‘Communications Managers. + Release 4.5 and 5.X CRS Servers interface with Linux-based Unified Communications Managers. * System Management is conducted through web-based ‘applications. References For additional information, refer to these resources: Getting Started with Ciseo Unified CCX Getting Started with Unified IP IVR Release Notes Cisco CRS Software and Hardware Compatibitity Guide 442 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.Lesson 2 Designing and Ordering Overview This lesson discusses the processes and tools used for designing and ordering Cisco Customer Response Solutions (CRS) products. Sizing the CRS products is accomplished by using a series of tools to include Erlang calculators, the IPC Resource Calculator and the Unified IP IVR Self Service Calculator. Ordering CRS products is accomplished using the CRS Configuration and Design Tool. ‘This lesson discusses these processes and tools and provides hands-on experiences in the subsequent lab. Objectives ‘The objectives of this lesson are to be able to: = Properly size the CRS products by using calculators provided by Cisco Systems. = Properly order CRS products using the CRS Configuration and Ordering Tool = Understand network considerations surrounding a CRS deployment = Use the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CRS design and deployment.Terminology This topic describes the terminology used to properly size the system. Gateway or PSTN Trunks ‘The first consideration is the Gateway and trunk ports. i i Gateway or PSTN Trunk Ports Unified OM 5.1.7 O.Chustor = Provide access to and from PSTN * Implemented as TDM devices, T-1, ig or’ E-1, Analog ‘Supervisors * Number of trunks affects gateway (scons) hardware, performance = Gateway or PSTN trunk ports: These ports handle calls originating from the PSTN, They are purchased separately from Unified CCX. 22 Deploying Cisco Uniled Contact Center Express (UCCXD) v2.0 {© 2007 Ciso Systems, ine.CTI Ports Unified CM 5.1 Router! 6.0 Custer Pst Gateway ‘Active (1) fp Standby (1) a ¥ ptional) wan = Unified CM device * One CTI Port required for each call during script processing = IVR Port License, one required for each call during script processing x Agents ‘and ‘Superisors (SCCPISIP) = CTI Ports in Unified CM: Unified CM devices that are configured and asso the STAPI user that will provide the logical connection with the CRS Serve services on the Unified CM. One CTI Port is required for each call in a CRS script, = IVR port licenses: These licenses are purchased by the CRS buyer. To allow a single inbound call into a CRS script, the CRS is permitted to use one CTI Port device on the Unified CM for each IVR Port license purchased. If 20 IVR Port licenses were purchased, the CRS product may process 20 simultaneous calls in the script. IVR Port licenses may be purchased to provide the following functions’ Prompt-and-collect functionality: IVR Port licenses that perform basic Prompt & Collect (P&C) and/or queuing only. — Queuing functionality: IVR Port licenses used to queue calls prior to transferring the caller to an available agent. These ports are included at no additional cost with Unified CCX Standard or Enhanced, but they must be sized for proper capacity planning for the Unified CCX server. (© 2007 Cisco Systems, Ine. Designing and Ordering 2.3CTI Ports (Cont.) The total number of CTI ports are a result of adding the ports requited for call treatment plus the ports required for call queuing. CTI Ports (Cont.) Unies Cm 5.1. 06x 5.0 Chster Gateway * active (1) 1 Standby (1) { optional) * To calculate IVR Port licenses required, sum: ~ Call Treatment Time (CTT) during prompt and CCX Agents and collect ‘Supervisors ~ Queuing Time during any time in queue loop, @, (SCCPISIP) * CTI Port and IVR Port License are id released when a call is accepted by agent 24 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 "© 2007 Cisco Systems, IneAgents ‘The number of agents can be calculated by considering holding time in the queue, talk time, and after call work time. Untied OM 5.1/ 0 Custer T active (1) t Standby (1) ¥ optiona * Number of agents required to handle cail volume OX Agents * Agent calculations include SUpenisors holding time in queue, talk (sccPrsiP) time and work time (After 4 Call Work) ‘© 2007 Cisco Systems, ne. Designing and Ordering 25Sizing Exercise This topic describes the tools used to size a Unified CCX system, Sizing Objectives ‘The objective for this discussion is to determine the number of gateway trunk ports, the number of IVR Port licenses, and the number of agents Sizing Objectives Unified CM 5.1/ outer 8.0 Chester 60x 5.0 Custer pst Gateway ! 1 ' aia 1 wan Calculate: \ ‘Switch * Voice Gateway or PTSN ‘Trunk Ports + IVR Port Licenses sg oo ons + Number of Agents we sors Sizing Tool To Be Used: @, (scorisiP) * IPC Resource Calculator ‘tive (1) Standby (1) (optional) 26 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, In.Sizing Metrics Considered ‘The following metrics are considered for sizing. Te | Sizing Metrics Considered Busy Hour Call Attempts (BHCA): Average number of calls received in the busy hour Service Level Goal (SLG): Percentage of calls answered by agents within the specified number of seconds Average Handle Time (AHT): Sum of Agent talk time plus after call work time Average Call Talk Time: Agent talk time Average After Call Work Time: Agent After Call Work (ACW) time Average Call Treatment Time: Total script time to include playing ‘menus and queuing (IVR) Blockage: Percentage of PSTN Gateway BHCA calls blocked during the busy hour Average Trunk Occupancy: The average time a gateway trunk port is occupied for a call All of the above metrics are basic call sizing metrics. Once this information is obtained, the ‘number of gateway trunk ports, IVR ports, and agents can be calculated using the IPCC Resource Calculator = Busy Hour Call Attempts (BHCA): Average number of calls received in the busy hour = Service Level Goal (SLG): Percentage of calls answered by agents within the specified number of seconds = Average Handle Time (AHT): Sum of Agent talk time plus after call work time m= Average Call Talk Time: Agent talk time m= Average After Call Work Time: Agent After Call Work (ACW) time = Average Call Treatment Time: Total script time to include playing menus and queuing avr) m= Blockage: Percentage of PSTN Gateway BHCA calls blocked during the busy hour m= Average Trunk Occupaney: The average time a gateway trunk port is occupied for a call (© 2007 Cisco Systems, Ine Designing and Ordering 2Incoming Call Timelines The following timetine provides an indication of when agents, trunks and IVR ports are occupied during an incoming call incoming Call Timelines wR Agent ‘Agent Agent Ring Answers Answers Hangs-up Ready , = “iat a ‘it Tal Gateway Trunk Occupancy Time Time IVR Port License Is Occu ‘The following timelines provide an insight as to when certain resources are used during an incoming call. Average Handle Time (AHT) includes Agent Talk Time + Wrap-Up Time (ACW) m= Average IVR Port Usage Time includes CRS script time (Call Treatment Time + Queue Delay Time) Total Voice Trunk Holding Time includes Network Ringing + Call Treatment Time + Queue Delay Time + Agent Talk Time Za Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 {© 2007 Cisco Systems, ne.Erlang Calculations ‘The key tools used to calculate the correct number of facilities or agents are the Erlang traffic theory tools. Erlang Calculations * Created by Agner Krarup Erlang, Copenhagen Telephone Company * Used by IPC Resource Calculator * One Busy Hour (Max.) = 60 Minutes X 60 Seconds = 3600 Call Seconds (CS) + One Erlang = 3600 Call Seconds (CS) + One Erlang = 36 Hundred Call Seconds (ccs) = Calculates Number of ~ IVR Ports and Gateway Trunk ports using Erlang B (Non-queuing) Agents using Erlang C (Queuing) Erlang “B” Example Erlang “B” calculators are used to determine trunks and IVR Port fis ae Erlang “B” Calculation Example * 640 BH Calls X 150 Seconds (Avg.) = 96,000 CS * 96,000 CS / 3600 = 26.66 Erlangs * Access Erlang B Tool at: * Lines required: 38 * Same calculations done within IPC Resource Calculation Tool for IVR Ports = Experiment with inputs {© 2007 isco Systems, nc Designing ana Ordenng 28Erlang “C” Example Erlang “C” calculators are used to determine number of agents in a queuing environment, Erlang “C” Calculation Example * 640 BH Calls X 150 Seconds (Avg.) = 96,000 CS = 96,000 CS / 3600 = 26.66 Erlangs * Average Delay = 30 Seconds (script + queue + ringing) * Access Erlang C Tool at: * Agents required: 30 oe * Same calculations done within ‘frm stern IPC Resource Calculation Tool for Unified CCX Agents AN eeeiematnatebrnst = Experiment with inputs 2-10 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.IPC Resource Calculator The IPC Resource Calculator uses Erlang C for sizing agents and Erlang B for sizing IVR ports. The output of this sizing process will provide you with the total number of Gateway trunk ports, IVR ports and total number of agents to size the Unified CCX system properly IPC Resource Calculator = Resource Calculator Available Here: c0.¢ callindex.htm = Calculates: ~ Agents using Erlang C (Queuing) = IVR Ports using Erlang B (Non-queving) = Generates: ~ Total Gateway Ports to PSTN ~ Total Agents (Recommended or manual) ~ Total IVR Ports The IPC Resource Caleulator is available at: http:/tools.cisco.com/partner/ipecal/index.htm, (© 2007 Cisco Systems, Ine Designing and Ordering 2IPC Resource Calculator - Inputs The following inputs are required to generate the calculated number of agents, IVR Port licenses, and trunks. IPC Resource Calculator - Inputs * Calls per interval, BCA jpt ‘Resource Calculator” * Service Level Goal —_—_—aacer—-+-_-_ (SLG) * Average Call Talk Time + ACW = Average Handle Time (AHT) * Average Call Treatment Time (ivR) * Calculate or enter Agents IPC Resource Calculator - Outputs ‘The following are the results of the above inputs, IPC Resource Calculator - Outputs * Required for i EAS gee Configuration cares a Calculator Cay aipmen beyond LGW beyond 3 er a eR toe » Recommended peer Agents cael ne * Voice Gateway eae ae Trunks: Sicdatag- rami es = Sum of IVR Ports ects rogand <5 Tawy T1552 ~ 21 nee stg ~ Queuing sth -IVR * May Export to CSV File 252 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, nc.Unified Unified IP IVR Service Calculator ‘The calculator is used to consider IVR Ports and for a self-service application that does not require agent participation a a a a Te | Unified IP IVR Self Service Calculator Self Service Calculator Available Here: tools ti 4ex * Inputs Required: ~ Calls per Interval (BHCA) ~ Average Call Duration ~ Blockage % (PSTN Trunks) * Calculates: Voice Trunks / IVR Ports Required No Agents for Self Service Calculator IP IVR Service Calculator The following sereen shows the input and output of this calculator, FTA ae Unified IP IVR Self Service Calculator t Services Teoheategy Groep + Cals perineal TBiVA'Stand-Alone Calculator * Average Call Duration * Blockage Toate cep epi! fncuee | ung * Gateway Voice ctatumagicy ine (am nn Trunks /IVR Ports Fer) oy ey 4 dente heat Required veCatDuion See tate 220 ins “BO Year ORE eg HEAR | 20 on) Son {© 2007 isco Systems, Ine Designing and Ordering 293Ordering Exercise This topic describes a simple ordering exercise using the Unified CCX Configuration and Ordering Tool. Unified CCX Configuration Ordering Tool ‘The Configuration and Ordering Tool can be downloaded via CCO and should be downloaded before each use. CCX Configuration Ordering Tool = For Unified IP IVR and Unified CCX Products = Configuration Ordering Tool Available Here: = Based on output from IPC Resource Calculator = Sizes Unified CCX Servers based on points = Determines number of servers = Generates order codes, pricing 2514 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, ne.Unified CCX Configuration Ordering Tool (Cont.) This is a graphic of one of the first pages of this tool CCX Configuration & Ordering Tool * Download from CCO Website before using, tool changes. often + See Solution Reference Network Design (SRND) for Performance Criteria * Lab exercise to follow Network Considerations from the SRND The Solution Reference Network Design document provides detailed network design considerations for various solutions. Network Considerations from SRND « Estimating bandwidth consumption ~ Remote agents Silent monitoring = IP call bandwicth ~ CADICSD usage bandwidth * Serviceability and Security ~ Corporate data access ~ Port utilization (UDP, TOP) * Quality of Service (QoS) ~ Classifying Unified CCX and application traffic = QoS considerations for CADICSD software * Outbound considerations « SPAN sessions allowed per switch (© 2007 Cisco Systems, Ine Desigring and Ordering 245,Solutions Expert Overview The Cisco Solutions Expert offers a Web-based tool to configure Unified CCX. Additional Information Sources Solutions Expert Overview " Web-based IPC configuration tool for systems engineers * Captures customer requirements via an easy-to-use interface * Provides design guidance * Associates the appropriate services * Generates a solution BOM with list pricing ~ Visio Network diagram ~ Config set number for Cisco CCO Online Ordering Tool Design notes on recommended products = Provides links to subject matter experts * Offers a central location for solution documentation The following resources provide additional information for designing and ordering. Unified CCX, Additional Information Sources IPC Resource Calculator (Cisco authored) Call Genter terms : oe) Center ABCs: Glossary: See Administration Guide Erlang-C Call Center Calculator (non-Cisco authored) Exlang-B Calculator (non-Cisco authored) . u (high capacity) Erlang-B and C Calculators (non-Cisco authored) + (contains useful tutorials) Tralfic Theory Basics (Cisco authored) 236 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, ineSummary This section summarizes the key points you leamed in this lesson. Summary * Properly size CRS products using calculators provided by Cisco Systems * Properly order CRS products using the CRS. Configuration and Ordering Tool « Understand network considerations surrounding a CRS deployment « Use the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CRS design and deployment. References For additional information, refer to these resources: = Getting Started with Cisco Unified CCX, Getting Started with Unified IP IVR = Release Notes = Cisco CRS Software and Hardware Compatibility Guide Unified CCX Solution Reference Network Design = Unified IP IVR and Unified CCX Port Utilization Guide Cisco CRS Installation Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Lab Exercise 2 to practice the order process. (© 2007 Cisco Systems, Ine Designing and Ordering 247Lesson 3 Installation and Configuration Overview This lesson discusses the installation, activation and configuration of the Unified CCX software components on all servers in a CRS Cluster. Also you will address the many Unified CM and Unified CME configurations that support Unified CCX. Additionally, you will download and install the Cisco CRS Editor software on your client PCs, You will access the CRS and Unified CM administration web pages using Microsoft's Internet Explorer browsers on your client PCs. Objectives Upon completing this lesson, you will be able to install, configure and administer Unified CCX deployments. This ability includes being able to meet these objectives: = Install Unified CCX software on all servers in a cluster = Activate and configure all components in a CRS cluster = Configure and test a simple CRS Script Application Troubleshoot installations using log filesClassroom Network This is the classroom network used for this class and the related lab exercises. The network settings are found in the Student Grid handout which will be furnished by your instructor. ‘The layout of the classroom lab appears as follows. Classroom Network Unified CRS Active | Unified CRS Active M60 — Server M60 — Server . 8 aoa 32 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneClassroom Network Notes ‘The following are the details of the classroom network. Check your Student Grid for IP addresses, login ID and passwords. Classroom Network + Two Unified CM 6.0 Clusters + Two CRS server clusters ~ Each server has all components installed * Optional standby servers, one for each CRS server + One MRCP server for both CRS clusters (ASR and TTS) * See "Student Grid’ for IP addresses, host names and login info + Student Numbers (01-16) split between CRS clusters * Let's connect to the network! (© 2007 Cisco Systems, Ine. Instaiaton ang Configuration 33Check the Classroom Components Check the connectivity for the classroom components TT oT Check the Classroom Components * Can you ping the Unified CM? * Can you ping your Unified COX server? * Can you ping the MRCP Server? * What Service Le Pack is installed on your = client? (right click on My Computer) To check for network connectivity from your PC to the CRS components, perform the following steps on your client PC: Step1 Select Start > Run Step2 Inthe Open box, enter emd. Click OK. The MS-DOS command window opens. Step3 At the command prompt, Enter ping , where is the IP Address of each network component. Consult your Student Grid for IP Addresses You should see 100% of the packets returned. If not, see your instructor. Step4 Close the MS-DOS Prompt window On your PC we need to check to see if Windows 2000 or XP Service Packs have been installed. Step5 Select Start > Settings > Control Panel > System, Check if Service Packs have been installed. Service Packs (in Windows 2000) will allow Cisco IP Communicator to connect. We will install Cisco IP Communicator in a later lab, 34 Deploying Cisco Unified Contact Center Express (UGOXD) v2.0 (© 2007 Ciseo Systems, nc.CRS Server Requirements The following are the requirements for the CRS servers as defined by the Installation Guide. CRS Server Requirements CRS Release 4,0(x), 4.5(x) Servers » MS Windows 2000 Server, Cisco version only ~ Requires Version 2000.2.7, SR8 or later or ~ Version 2000.4.4a or later = Install only Cisco-approved MS hotfixes, patches CRS Release 4.1(x), 5.0(x) Servers + MS Windows 2003 Server, Cisco version Only ~ Requires Version 2003.1.1, SR2 or later ~ Install only Cisco-approved MS hotfixes, patches ~ 72 GB and 2 GB RAM required Download and consult the latest Cisco CRS Software and Hardware Compatibility Guide for all releases Client Requirements ‘The following are the client requirements for agent and supervisor desktops and developer's workstations. Client Requirements (CAD, CSD) + MS Windows 2000 Professional, SP4 * Windows XP Professional, SP2, firewall disabled or configured to allow CAD * Browser: Microsoft Internet Explorer 6.x * Browser: Microsoft Internet Explorer 7.x for CRS Release 4.0(4) or higher or ~ CRS Release 4.5(2) SR1 or higher or = ORS Release 5.0(1) or higher * Microsoft Internet Explorer 7.x requires the pop- up blocker to be disabled to interact with CRS Administration {© 2007 800 Systems, ne Installation and Configuration 3-5About the Activation Process The following addresses the concept of server and software activation. ———— About the Activation Process + Specific CRS software components are installed on each server in the cluster * Licenses permit products, features and quantities to be activated based on purchase * Server activation process makes the CRS software components available for use, post installation * Licenses Files “ic ~ Used at time of software component activation Must be made available to CRS Administration to activate = Components may be added/upgraded without new install License Packages .¢s are defined in the Administration Guide, Chapter A. License Packages + IP Quoue Manager p i + IPAVR Unified CCX Standard weet. AN Unified CCX Enhanced Unified CCX Premium * Features and Options Cisco CRS Licensing Packages defined in CRS ‘Administration ‘Guide, Chapter A + Let's visit hat : ae Poet document. 36 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, neInstallation Process: CRS 4.0(x), 4.1(x) The CRS Software may be installed co-resident with the Cisco Unified CM. It may also be installed on a single server with some of the components installed on expansion servers. The installation process for CCX 4.5 and 5.0 is different and will be covered in a later section of this lesson. Installer Activities The new CRS installer provides the option of the following activities. installer Activities * Installs CRS licensed products and components = Unified IP IVR ~ Unified OM Unified COX * Recover CRS, restore, patch * Restore CRS, configurations * Upgrade CRS. * Uninstall CRS. (© 2007 Gise0 Systems, Inc Installation and Configuration 3-7CRS Software Pre-Installation Steps These are the pre-installation steps to conduct before installing CRS software. re a | CRS 4.X: Software Pre-Install Steps 1. Assure deployment options and supported server requirements fare met 2. Assure Cisco Unified CM and LDAP server are installed and running For GRS 4.0(x) Install Windows 2000 Server or For CRS 4.1(x) Windows 2003 Server on all CRS Servers Connect all CRS Servers to network Register and obtain CRS license files Obtain general network, customer, and Unified CM LDAP. information (logins) Disable virus scanning and Cisco Security Agent Start the CRS Software Installation Start the CRS software installation process CRS 4.X: Start CRS Software Installation Exrmesmunse 1. Login as Windows Sos Administrator ee nee ey 2. Insert the CRS CD or oe nr er DVD, Disk 1, installs fate Windows = Installer, reboots ‘38 Deploying Ciseo Unified Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, ne.LDAP Server Information We need to define the type of LDAP and the LDAP location, The LDAP Server Information window appears. This windows displays default values for DC-Directory. CRS 4.X: LDAP Server Information 5. Goniigure LDAP Information + Choose LDAP server type + LDAP Server host, name, IP address, or ‘AD domain + LDAP server port + LDAP administrator username. + LDAP, administrator password In the LDAP Server Information window: = From the Choose the LDAP Server Type drop-down list, choose the appropriate LDAP server type for your installation, Inthe Enter LDAP server host name, IP address, or AD Domain field, enter the host name or the IP adéress of the LDAP server, or the domain for Microsoft Active Directory = Inthe Enter LDAP server port field, enter the port number on which the LDAP server receives the LDAP requests. = Inthe Enter LDAP admi LDAP administrator. trator username field, enter the Distinguished Name of the = Inthe Enter base location field, enter the Distinguished Name of the LDAP container in which Cisco CRS configuration information is stored. = Inthe Enter LDAP administrator password and the Confirm LDAP administrator password fields, enter the LDAP administrator password, {© 2007 Cisco Systems, ne Installation and Configuration 38LDAP Cluster Profile Next we need to define the profile for the CRS Cluster. ‘The Cisco CRS Installer checks the LDAP server for existing cluster profiles. CRS 4.X: LDAP Cluster Profile 6 SeloctLDAP (ummm Cluster Profile {ent Pen or create ‘oma ane anew one + LDAP Organizational cemeunesite ete mete Unit (OU 5 + Contains set of per 5 information ai about servers eed Snd.components ina ii 5 ERS Cluster A cluster profile is an LDAP Organizational Unit containing a set of LDAP entries that ‘maintains information relating to the servers and components installed in a cluster. Then the LDAP Cluster Profile Selection window appears. If the server on which you are installing is associated with a cluster profile, the cluster profile name appears in this window automatically, In the LDAP Cluster Profile Selection window = Inthe Choose an existing LDAP cluster profile or enter a new one field, enter the LDAP cluster profile for the Cisco CRS cluster to which this server will belong. m= You can choose a cluster profile from the drop-down list or enter a new cluster profile, = Click Next. If you entered a new cluster profile, a dialog box with this prompt appears: this elu ve ie? Click Yes. The Installation Type window appears. profile does not exist, Do you want to — Ifyou entered an existing cluster profile, the Installation Type window appears. 3-10 Daploying Cisoa Unified Contact Genter Express (UCOXD) v2.0 {© 2007 Cisco Systems, neSelect the Install option for @ new instal CRS 4.X: Installation Type 7. Select install to stall anew CRS mata ee Application on this ‘oweniriee server + Choices are: Install = Repair Remove (gray) In the Installation Type window = Click Install to install Cisco CRS on this server. Note Note The Repair button displays the Repair Options menu, which provides options for recovering, and restoring Cisco CRS. Patching is done within the BARS process. The Remove button lets you uninstall Cisco CRS. (© 2007 Cisco Systems, Ine Installation and Configuration 3.11Product and Component Selection Select the products to be installed on this server. CRS 4.X: Product & Component Selection Select the products and ‘ote eo ogee Seat CRS software ‘eur sos dunes components for this install eas ae a minnion Product res rae Engine Prva 2) orsteer orate Datastores (4) =| retain Recording Werte taaee Monitoring Panes Install SQL2K Bovsaiea In the Product and Component Selection window: In the Components area, make sure that the appropriate check boxes are che changes, if necessary. The check boxes in the Components area are: — Agent Datastore, Config Datastore, In the Product area, choose the product that you are installing from the Product drop-down list, The Cisco CRS Installer checks check boxes in the Components area based on the product that you choose, ced and make — Engine: Installs the Cisco CRS Engine component on this server, istorical Datastore, Repository Datastore: boxes checks Installs the Database component on this server. Checking one of th the other three. Monitoring: Installs the Monitoring component on this server. — Recording: Installs the Recording component on this server. Ifyou check this check box, you must also check the Monitoring check box. Install SQL2K: If this installation is using standby servers, SQK 2000 must be installed for the datastores. 3412 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, ine.Windows Server Information Specify the Windows authentication information for this server. Information required to authenticate and install CRS software Hostname Password for ‘Administrator This window shows this information: Dc a = This computer name: Computer name of the server on which you are installing, = Current Windows username: Username that you are logged in as. In the Windows Server Information window = Inthe Enter Windows password and the Confirm Windows password fields, enter the password for the usemame that you are logged in as, = Click Next (© 2007 Cisco Systems, ne. Installation and Configuration 319Windows User Information Declare a password for a new Windows user to be created by this install. CRS 4.X: Windows User Information 10. Creates anew CRS user and password: CRSAdministrator (Password phrase, encrypted) ‘The Windows User Information window appears. This window shows the name of the new Windows user that the Cisco CRS Installer will create on this server. Cisco CRS services will run under this use. In the Windows User Information window: = Inthe Enter account password phrase and the Confirm account password phrase fields, center a phrase that the Cisco CRS Installer will use to generate a unique, encrypted password for the new windows user. This phrase must contain 1 to 15 characters, and can include English lower-case letters, English upper-case letters, Arabic numerals, and these characters: {} <>: 2/|\"~1@S*&*0Q_-+ = Make a note of this phrase for future reference. = Click Next 314 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisoo Systems, neCodec Selection Select the codec for this server. CRS 4.X: Codec Selection 11. Select the codec for this ‘oon ste installation, eee nr prompts will be played using this codec. ASR and TTS as require G.711 of TER In the Codec Selection window: = Click the radio button (G.711 or G.729) that corresponds to the codec that you want to use for prompts. If you will use an automatic speech recognition (ASR) or text-to-speech (TS) application with Cisco CRS, you must choose G.711, These applications will not funetion with the G.729 codec. = Click Next. '© 2007 Cisco Systems, Ine Installation and Configuration 3-15Language Installation Select the languages to be used on this server. Installs system prompts. CRS 4.X: Language Installation 12. Select language groups and languages for prompts Country Specific Group Default, No ditional cost, only hard drive overhead In the Language Installation window = In the Language Group area, select a language that you want to be available for prompts. A. list of available languages for the language group that you selected appears in the Language Selection area, In the Language Selection area: = Check the Country Specific check box for each language to install, A country-specific language includes appropriate rules for dates, times, currency, and so on, for the designated country, ‘© Ifyou will create a custom country-specific language, check the Group Default check box next to @ language to use as a base for your custom country-specific language. m= Repeat these steps for each language group that you want to install = Click Next 3-16 Deploying Cisco Unified Contact Carter Express (UCGXD) v2.0 "© 2007 Giseo Systems, neCADI/CSD Default Language Selection Select the default language for the agents / supervisors on this server. CRS 4.X: CAD/CSD Default Language 13. Select the De ose teres ttre sata aE language for ‘Fees GOL te Gisco Agent pancenrmmeanetanain Desktop (CAD) and Cisco Supervisor Desktop (CSD) In the Unified CCX Cisco CAD and CSD Language Configuration window: = From the Choose the language for Unified CCX CAD and CSD drop-down list, choose the language to be used for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop CSD). = Click Next {© 2007 Cisco Systems, no. Instataion and Configuration 3-17Unified CM Information Provide authentication information for the Unified CM. CRS 4.X: Unified CM Information 14. Enter cae Unified CM en eran administrator ‘a semtene catrey user and CCMService bee che rer authentication information In the Cisco Unified CM Information window: = In the Enter the Cisco Unified CM server IP address or host name field, enter the host name or the IP address of the Cisco Unified CM server. = Inthe Enter Administrator password and the Confirm Administrator password fields, enter the Windows Administrator password for the Cisco Unified CM server. m= In the Enter private password phrase and the Confirm private password phrase fields, enter the private password phrase that you entered when you installed Cisco Unified CM. = Click Next. 318 Deploying Gisco United Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, ine.Ready to Install All information has been entered, install should complete without further intervention. CRS 4.X: Ready to Modify and Install 15. Install Now! I + Dialog Box: “itis now “ysserewen safe to start installing nein the next node.” padi cs + Installation status is reciente displayed ae + If CDs are used, a “insert Disk 2 Epes and then Disk 3° is TE Sameueme prompted LR a eranuncnnimarcnnus lea aid + Reboot when prompted In the Ready to Install window Click Install. Aftera few minutes, a dialog box with this prompt appears: is now safe to start Installing the next node You can begin installing Cisco CRS on other servers in the cluster any time after you see this message, m= Click OK or wait 60 seconds. The Cisco CRS Installer begins installing the Cisco CRS software and the Installing Cisco Customer Response Solutions window appears. This window and various pop-up windows display the status of the installation as it proceeds, = Ifyou are installing Cisco CRS using the CDs, insert Disk 2 when you are prompted to do 50. (© 2007 Gisco Systems, in. Installation and Configuration 3-19Initial CRS Setup Process ‘Now that we have installed the CRS software, itis time to perform the initial setup for the CRS 4.0(x) and CRS 4.1(x) installations. Initial CRS Setup Steps ‘These are the post-installation steps for the initial setup after the first reboot. CRS 4X: Initial CRS Setup Steps 1, Perform CRS Cluster Setup, once per cluster Perform initial CRS Server (Node) Setup, once per server (node) Install current CRS service release Configure CRS as required Configure DSN Configure additional CRS applications Configure Backup and Restore (BARS) After you install Cisco CRS you use the Cisco CRS Administration application to perform the initial system setup. Cisco CRS Administration is a web-based application that allows you to control, configure, and monitor many functions of your Cisco CRS system. There are two initial setup procedures that you must perform before you can access the complete set of Cisco CRS Administration features: Cluster Setup: Activates Cisco CRS license files, collects required LDAP information, and establishes a Cisco CRS administrator. You must perform this procedure one time for @ cluster. = Server Setup: Enables specific Cisco CRS components that will run on a particular server. Also, determines iff server will function as a standby server for high availability. You ‘must perform this procedure for each Cisco CRS node in a cluster. If you later need to update information that you specify during a setup procedure, you can use Cisco CRS Administration to make changes. 320 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, IneAccessing CRS Administration The initial setup pages should appear after the first reboot, CRS 4.X: Accessing CRS Administration First Time Access: * Authentication page appears after reboot * Login as User: Administrator, PW: ciscocisco * System initiates CRS Cluster Setup procedures Subsequent Access: * hitp:/i/AppAdmin * Login as User: Administrative user and password as defined in initial cluster setup + System initiates CRS Server Setup procedures Ifyou exited the Authentication page when it appeared after you installed Cisco CRS and the server rebooted, take one of these actions: m= Onany server in the cluster and on which you have installed Cisco CRS, choose Start > Programs > Cisco CRS Administrator> Application Administrator. = From any computer in the network, enter the following URL in a web browser, where servername is the host name or the IP address of the server on which you installed Cisco CRS. http://servername/AppAdmin = [you use the last method to access a server for which to perform the server setup procedure, enter the IP address of that server. The Authentication page appears. (© 2007 Cisco Systems, in. Instalavon and Configuration 3-21Cluster Setup Assume we are logging on for the first time, We will now see CRS Cluster Setup procedures, CRS 4.X: Cluster Setup Initial CRS Cluster Setup Purpose: * Identifies CRS license files + Administrator enters LDAP information = Designates CRS Administrator(s) * Disables user ‘Administrator / ciscocisco When you access Cisco CRS Administration for the first time in a cluster the system automatically initiates the cluster setup procedure. You perform this procedure one time for a cluster to: = Identify your Cisco CRS license files, location = Enter information about your LDAP = Designate a Cisco CRS administrator 322 Deploying Gio Unified Contact Genter Express (UCCXD) v2.0 {© 2007 Cisco Systems, neLicense Information Designate where the previously-placed licenses are located on the server. CRS 4.X: License Information Specify License File + Path of Cisco CRS License file or + Multiple license files may be in a ‘ed canes) single zip file feat * Option appears to add additional licenses eo License Information ec] Sonn In the License Information page: m= Inthe License field, enter the path and name of a Cisco CRS license file, or of a ZIP file that contains multiple license files. If you have multiple license files that you have not put into a single ZIP file, enter the path and name of one of the license files in this field. Then, after you complete the cluster and server setup procedures, use Cisco CRS Administration to specify the paths and names of the other license files m= Click Next, {© 2007 Gisco Systems, In. Installation and Configuration 323Unified CM LDAP Information Set the LDAP location and authentication information on the Unified CM. CRS 4.X: Unified CM LDAP Information Set LDAP Information + Server Type (DC Directory [egammaies emai AD, iPlanet) = LDAP Server hostname, IP address, ‘AD Domain * LDAP server port * LDAP administrator ame, password = User base location * Unified CM base location ‘The Cisco Unified CM LDAP Information page appears. This page displays information for the LDAP server type that you specified when you installed Cisco CRS. Depending on the LDAP server type, some or all of the fields in this page will contain information. You can accept this information or change any of it. ‘This slide shows an example of the Cisco Unified CM LDAP Information page for DC- Directory. In the Cisco Unified CM LDAP Information page: = From the LDAP server type dropdown list, choose the appropriate LDAP server type for ‘your installation ™ In the LDAP server host name, IP address, or AD Domain field, enter the host name or the IP address of the LDAP server, or the domain for Active Directory. = Inthe LDAP Server Port field, enter the port number on which the LDAP server receives the LDAP requests. = Inthe Enter LDAP administrator username field, enter the Distinguished Name of the LDAP administrator. = Inthe LDAP adm the LDAP username, istrator password field, enter the LDAP administrator password for = In the User base location ficld, enter the Distinguished Name of the LDAP contai which Cisco Unified CM user information is stored. = In the Cisco Unified CM base location field, enter the Distinguished Name of the LDAP container in which Cisco Unified CM information is stored. 324 Deploying Cisco United Contact Genter Express (UCCXD) v2.0 [© 2007 Cisco Systems, ineUser Management Designate which Unified CM users can be CRS administrators or supervisors. CRS 4.X: User Management Specify CCM Users with CRS administration permissions r - + Move selected CCM user to CRS) ‘Administrator or ‘Supervisor + User Administrator / ciscocisco is no longer available In the User Maintenance page: | Make sure that the A-Administrator check box is checked. = Inthe CMUsers list box, select the Cisco Unified CM user that you want to designate as the Cisco CRS administrator. — Ifthe user that you want does not appear in the CMUsers list box, enter part or all of that user name in the Search field and click Seareh — Ino users appear in the CMUsers list box, make sure that you entered the correct LDAP path in the User Base field in the Cisco Unified CM LDAP Information age. = Click < to move the selected user to the CRS Administrator/Supervisor list box. A label that identifies the user as an administrator now follows the user name. = Click Finish. (© 2007 Cisco Systems, ne Installation and Configuration 3-25Directory Setup The initial directory setup for the CRS Cluster is complete when this message appears. This page confirms the initial CRS Cluster setup procedures have been performed. * Confirm completed setup procedures © CRS Initial Setup is now complete * Close browser to clear cache * Stop/Start CRS Node Manager using Services = Next: CRS Setup — Server (each server) CRS 4.X: Directory Setup Directory Setup ttn a pot 3-26 Deploying Cisoo Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneInitial CRS Setup — Servers Now that we have set up the CRS Cluster, itis time to set up each ofthe servers in the CRS cluster. Overview This is an overview of the initial server setup. The before this procedure. RS Cluster setup must be performed CRS 4.X: Server Setup Overview = Must first perform CRS Cluster setup procedure * Initial CRS Server Setup required for all servers (nodes) in cluster * Standby Servers + Second CRS Engine Server activated becomes standby server for first server * Second CRS Database Server activated becomes standby server for first server (© 2007 isco Systems, Ine. Installation and Configuration 3-27Server Setup “After the CRS Cluster has been set up, we can set up each server in the cluster. CRS 4.X: Server Setup Access CRS ‘Administration * Server Setup Page appears only after CRS Cluster ‘Setup has been ‘completed Perform Server ‘Setup for every server in the | CRS cluster Next 3.28 Deploying Cisco Uniled Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, IncComponent Activation For each server, we can activate CRS components. CRS 4.X: Component Activation Activates CRS ‘components for this server + Cisco Monitoring * * Cisco Recording * + CRS Agent Datastore + CRS Contig Datastore + CRS Historical Datastare “* + CRS Repository Datastore “* = CRS Engine + CRS Node Manager *,** = Activates Together In the Component Activation page: | Check the check boxes next fo the components that you want to activate on this server. This page displays the components that you selected when you installed Cisco CRS. You ‘must activate the components that you will use. You can select components that are not licensed, but those components will not be activated until you add their license files. ‘The check boxes in the Component Activation page are: m= CRS Engine: Enables the Cisco CRS Engine component on this server. = CRS Repository Datastore, CRS Historical Datastore, CRS Config Datastore, CRS Agent Datastore: Enables the Database component on this server. Checking one datastore box will automatically check the others. = Cisco Recording: Enables the Recording component on this server. If you check this check box, you must also check the Ciseo Monitoring check box. = Cisco Monitoring: Enables the Monitoring component on this server. The CRS Node Manager is enabled on a server automaticaly. '© 2007 Cisco Systems, ne. Instalaion and Configuration 3:29Publisher Activation Next we need to set the publisher database server for this server CRS 4.X: Publisher Activation + Ifany of the datastore ‘components were activated, this page appears Chose the host name of the publisher database server to set for this datastore Ifyou selected the datastore components (CRS Repository Datastore, CRS Historical Datastore, CRS Config Datastore, or CRS Agent Datastore) in the previous step, this Publisher Activation page appears. This page shows the datastores that you selected. 3-30 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, inc.Server Setup Completed Finally, confirmation of the activated components appears. If you did not select the datastore components, this Server Setup Page appears. This screen displays the results of the component activation, CRS 4.X: Completed * Confirms results of activations + You may continue touse CRS Administration or exit + Continue to setup all other CRS ‘Servers in the cluster = Modify the HR Sessions and Recording Count on Parameters page Server setup is complete for this node, and the Cisco CRS Administration menus are now available for this node. Now you can continue using Cisco CRS Administration or exit your web browser. {© 2007 Cisco Systoms, ne. Instaaton and Configuration 3-31CRS Provisioning Now itis time to provision the CRS Telephony and Media subsystems. The ASR and TTS subsystems will be configured in a later lesson. About Service Provider Users Depending on the CRS release, there are either two or three service providers configured on the Unified CM. CRS Release 4.5 and 5.0 will be addressed later in this lesson, About Service Provider Users + JTAPI: Provides call control for calls to UCCX applications * RMJTAPI: Monitors and controls the state of agent phones * AXL: ~ Applies only to Unified CCX 4.5 and 5.0 ~ User is configured on CallManager 5.0. §.1 or 6.0 ~ Accesses user information from Unified CM ~ Provides authentication for users (agents) 382 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cis00 Systems, nc.Our Provisioning Objective Our objective for this section is to provision a CRS so that it can accept a call and interact with acaller. The Unified CCX functions (agents, supervisors, queues) will be addressed after we learn to set up applications, write scripts, use the Cisco CRS Editor and effectively collect information from a caller. With the collected information, we can then embark on sending @ call to an agent based on that information. About Telephony and Media * JTAPI: Control channel sends and receives call-control messages between the CRS server and the Unified CM CTI Manager = JTAPI user is created by CRS Administration on Unified CM ~ Unified CCX logs into Unified CM and takes control of associated devices (CTI Ports, CTI Route Points) * Cisco Media: Collects Dual Tone Multi-Frequency (DTMF) data from callers, plays recorded prompts to caller * MRCP ASR; Collects speech from callers to navigate menus * MRCP TTS: Enables CRS applications to play back text to callers as spoken speech ‘The CRS system uses a telephony resource called Computer Telephony Interface (CTI) ports to accept incoming calls and to place outbound calls. The CRS system uses the following media resources to provide interactive services for calls: = JTAPI (Java Telephony Application Programming Interface): The JTAPI media resource is the subsystem of the CRS Engine that sends and receives call-related messages from the Cisco Unified CM CTI Manager, = CMT (Cisco Media Termination): The CMT media resource collects Dual Tone Multi- Frequency (DTMF) data from callers m= MRCP ASR (Automated Speech Recognition): The ASR media resource allows callers to use speech to navigate menus and to provide other information to CRS applications, = MRCP TTS (Text-To-Speech): The TTS media resource enables CRS appli back text or text documents to callers as speech. ions to play The MRCP resources will be addressed in a later lesson. (© 2007 Cisco Systems, in. Installaion and Configuration 3-83About Call-Handling Channels ‘Two types of channels are required to provide interactive services for voice calls. Ea a | About Call-Handling Channels CRS must access two types of channels to provide interactive services for calls: = Call Control Ci Corresponds to specific CTI Port devices in the Unified CM — Provisioned through the JTAPI subsystem — One required for each conversation while in script + Cisco Media Termination (OMT) Channels — Provides media terminations in the CRS for JTAPI call, contacts — Enables the CRS to play media to the connected party DTMF digits are received out of band via the JTAPI subsystem — One required for each conversation (session) while in script Le Sharing Channels via Groups Call control channels and media resource channels may be shared amongst applications. ee | Sharing Channels Using Groups * CRS shares Call Control channels and Media Termination channels among various applications by using groups * Call Control Groups: Grouping enables control for how the CRS system allocates call control channels (CTI ports) — Example: Reserve more CTI port for higher-prioity applications ~ Example: Reserve specific CTI Ports for outbound traffic » Media Resource Groups: — Grouping enables sharing of media resources among different applications Example: Share ASR media resource groups with applications that collect caller information and applications that transfer calls to speciic extensions 3.34 Deploying Cisco Unfid Contact Center Express (UCOXD) v2.0 ‘© 2007 Cisco Systems, IneJTAPI Subsystem Components This topic summarizes the key points discussed in this lesson. FT CRS 4.X: JTAPI Subsystem Components Provision three ‘components: ITAPI Provider 2. STAPI Call Control Groups ITAPI Trigger - to be Created after Application is created ‘The Java Telephony Application Programming Interface (JTAPI) subsystem is the subsystem of the CRS Engine that sends and receives call-related messages from the Cisco Unified CM CTI Manager. To enable your CRS server to handle IP telephony requests, you will need to provision the JTAPI subsystem, Configure the Unified CM via CRS Administration In previous versions of Cisco CRS, it was necessary to configure JTAPI information using Cisco Unified CM. In Cisco CRS Release 4.0, JTAPI configuration tasks are performed directly through CRS Application Administration web pages. To provision the JTAPI subsystem, complete the following tasks: = Add a JTAPI Provider. Specify the server on which the Cisco Media Convergence Server (Cisco MCS) is running Cisco Unified CM CTI Manager, and provide a Cisco Unified CM user ID and password = Provision JTAPI Call Control Groups, JTAPI call control groups pool together a series of CTI ports, which the system then uses to serve calls as they arrive at the CRS server. = Provision a JTAPI trigger. JTAPI triggers invoke application incoming contacts, We will provision JTAPI Triggers when we create a Cisco Script Application later in this lesson. {© 2007 Cisco Systems, no Tnstaliaton ang Configuration 3-35Add JTAPI Provider The JTAPI Providers area of the JTAP! Configuration web page allows you to specify the host ‘name or IP address of the server running Cisco Unified CM CTI Manager and specify the user ID and password that will allow Cisco Unified CM to the CRS Server. CRS 4.X: Add JTAPI Provider * Add JTAPI user z E toCCM eee from CRS Admin coed + JTAPI Provider (s)_3TAPX Configuration Unified CM CTI Manager location IP Address or hostname Continuing with an explanation of user prefixes. Sa a a | CRS 4.X: Add JTAPI Provider (Cont.) = User Prefix = User Prefix gr or ond meer creates new ai serio on STAPY Configuration Unified CM “s (JTAPI23A_1) pene ne Example: UseriDis Tost ns STAPIZSA 1 for frst ous ‘CRS server in cluster, STAPIZSA, 2 or Second CRS server econ an incluster = = ‘Automatically associates {his new user with CT Ports and CTI Route Points created by CRS Administration 338 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, {© 2007 Cisco Systems, Ine.Unified CM Authentication Required The JTAPI provider is created by CRS Administration on the Unified CM, thus authentication ‘on the Unified CM is required when prompted CRS 4.X: Add JTAPI Provider (Cont.) * Creating JTAPI user requires authentication Frv= Ratan see fo Unified CM a ses red Goo dC oO + Window appears for each session accessing the Unified CM * CRS Administrator can ‘now continue creating CTI Ports, CTI Routé Points in next steps. {© 2007 Ciseo Systems, ne Installation an Configuration 3-37About JTAPI Call Control Groups The CRS system uses JTAPI call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive at the CRS server. You can create multiple JTAPI call control groups in order to share and limit the resources to be used by specific applications. About JTAPI Call Control Groups * Unified CM CTIPorts are [FETLBOd assigned to GRS JTAPI |_€TI Bort Call Control Groups: ‘eTiPort + STAPI Call Control er Groups are assigned to [eri port” STAPI Triggers ere crouna2 + STAPI Triggers are Hees assigned to CRS applications to start the | Gl! Bort application when called | CTLPort |. cTiPort | UP, CTiPort Ti Por (CTLPort_|Group #4 CTI Port Group #1 Here we show Unified CM CTI Ports grouped in the CRS Administration so they can be used for incoming calls by various CRS Script Applications. These grouping prevent a single application from consuming all of the CTI Ports leaving other applications unable to accept calls 338 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, (© 2007 Cisco Systems, IncAdd JTAPI Call Control Groups When adding ITAPI Call Control Groups, two things happen: = CTI Ports are created on the Unified CM = CTI Ports are associated with the ITAPI User for that CRS server. a CRS 4.X: Add JTAPI Call Control Groups + Creates JTAPI Call 7 = Control Groups on CRS, = Example creates 4.CTI Ports (on Unified CM (2active, 2 standby) Associates CTI Ports with new STAPI user : for created in eo previous step brian Automatically oe - assigns a directory umber to each of 4.CTI Ports 7 ee ov eere = ‘The CRS system uses JTAPI Il control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive at the CRS server. You can create multiple JTAPL call yntrol groups in order to share and limit the resources to be used by specific applications. Caution Never create the CTI Pors in the Unified CM Administration {© 2007 Cisco Systems, Ine. Installation and Configuration 3.38Add JTAPI Call Control Groups (Cont.) This is the CRS Administration result of adding a JTAPI Call Control Group. CRS 4.X: Add JTAPI Call Control Groups + Finished! * Refresh fren coke re Corasaetony remover ge Sea offered TAPE Call Control Group Configuration + STAI Subsystem ail sos grew FE pment aie sat ara Sn Servet ee en ar + List of STAPLE tc ana Gall Contr a : set Groups i = cane + Never create estat examen arte CTI Ports in ee Gnited Cat ay Aamnlsttion = be Verify Four CTI Ports Were Created Go back to visit the Call Control Group to verify that four CTI Ports were created, two for the active CRS server and two for the standby CRS server CRS 4.X: Verify Four CTI Ports Created + Open New Call Controt Group * Verify four all Control Group Configuration Yetity four JTAPI Call Control Group Configuration were created viinaia: ‘3540 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, (© 2007 Cisco Systems, ncVerify Unified CM Results ‘This is the result on the Unified CM. Note the CTI Ports and association, CRS 4.X: Verify Unified CM Results on Unified CM » New User cs * Association with New User JTAPI23A_1 * New CTI Ports (4) Add CMT Dialog Control Groups and the CRS server. * Group 1D, unique * Description * Shows licensed IVR ports = Max Channels = = Will be used for new Script Application CTI Triggers eae yee CMT Dialog groups allow for DTMF out-of-band communications between the Unified CM CRS 4.X: Add CMT Dialog Control Groups Cisco Media Termination Dialog Group Configuration ‘© 2007 Cisco Systems, Ine Installation and Configuration SatAdditional CRS Subsystems Additional 'S Subsystems will be addressed in later, more relevant lessons. CRS 4.x: Prov: Subsystems n Additional CRS CRS Subsystems yet to be provisioned: = RMCM: for Unified COX = ICM: for Intelligent Contact Management + HTTP: for launching applications vie URL * Database: to access SQL / ODBC databases + eMail: to launch email from a script, All will be discussed in later lessons 3-42 Deploying Cisco Unified Contact Genter Express (UCGXD) v2.0 (© 2007 Giseo Systems, IneConfigure a CRS Script Application Now let's see how a CRS Script Application is configured so we can test an inbound call Configuration Steps ‘These are the steps to configure a specific CRS Script Application. Steps 1, 2, 6, and 7 will be addressed in this lesson. The other steps will be addressed in later, more relevant lessons. CRS 4.X: Configure a CRS Script Application Steps 1. Manage Scripts: Add scripts to repository using CRS Administration Manage Prompts: Place wav files or ip files in prompt directories using CRS Administration Install Grammars: Place in directories Install Custom Languages * Install Java Files: Create class paths, place files ‘Add a Cisco Script Application ‘Add a CTI Trigger for each application Make a test call To be discussed in later lessons The process of configuring Cisco script applications includes uploading CRS scripts and pre~ recorded prompts, installing grammars and customized languages, and adding triggers to applications. Depending on your particular CRS implementation, you may need to perform most or all of the above tasks to configure a Cisco script application. (© 2007 Cisco Systems, in. Instalajon and Configuration 3-431. Manage Scripts - Overview First we must create seripts to be used to provide the call low logie for an application 1. Manage Scripts Script files are created using the CRS Script Editor application on your P.C. ‘A script is the call flow logic for the call Filename.aef, where aef is pplication -ditor ile” * Scripts must be placed in the CRS Grommet ame Cote wt atone Repository to be accessed by Be encanta ee CRS Script Applications. ‘Add scripts using CRS ‘Administration, Script Management 1. Manage Scripts — Four Steps These are the four steps required to present a new or changed script to an application TT Four Steps to Prepare Script for a Call In the CRS Script Editor: 1. Validate the script 2. Save As the script to yourhard gone drive In the CRS Administration > Script Management: 3. Upload script to the CRS. Repository 4, Refresh the script and application i: ~ the CRS Server memory 5:44 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Gisco Systoms, Ine1. Manage Scripts - Three Steps, Upload to Repository These are the three steps required to upload a new or changed script to an application using the Script Editor. Scripts are uploaded directly to the script repository from the script editor. The script still requires a refresh from the CRS Administration Script Management page. Three Steps to Prepare Script for a Call itis possible to load the script directly =a =~ mrt into the script repository from the 5 Script Editor In the CRS Script Eaitor: 1. Validate the script 2. Save As the script to directly to the script repository In the CRS Administration > Script Management: 3. Refresh the script and application in the CRS Server memory (© 2007 Ciseo Systems, Ine. Installation and Configuration 3-451. Manage Scripts — Script Management Page This page allows us to upload and refresh scripts. Additionally we can delete, rename, o refresh scripts, Script Management Page * Name » Language * Name * Actions. = Delete ~ Rename ~ Refresh ~ Upload (overwrites current script) * Upload New Scripts 2. Manage Prompts — Prompt Management Page in be managed from this page and bulk uploaded using zip files Prompts (.wav files) 2. Manage Prompts Prompt Management Page + Language Directories + Actions ~ Create Language Rename Language Prompt Management ~ Delete Language = Upload Zip Files, New Prompts + Format: 6.711 ~ 8K sample rate B-bit word Mono = uLaw 3-48 Deploying Cisco Unified Contact Center Express (UCCXD} v2.0, {© 2007 Cisco Systems, ne.2. Manage Prompts — Add Prompts We will perform the functions during lab exercises, Add Prompts * Folders * Actions ~ Create New, Rename, Delete Folder ~ Upload New Prompts, Zip Files » Prompt Actions = Delete, Rename, Refresh, Upload, Download 6. Add a Cisco Script Application - Configuration Now we will add the actual application to utilize the seripts, JTAPI Call Control Groups, and Dialog Control Groups that we have previously created. 6. Add a Cisco Script Application Application Configuration + Add.aNew Application Configuration Application * Application Type is Cisco Script Application TER NSRP he ae a ‘Add a New Application (© 2007 Cisco Systems, Ine. Instalaton and Configuration 3-476. Add a Cisco Script Application - Details Here we name the applications and assign a script which was previously uploaded. Application Details + Add a New ‘Application Description 1D, unique Max ee en . ~ Sessions Site ~ Enable ~ Scrip . min previously a = Upioaded ~ 3 (eaael) aa . * Parameters to change = + Next-Adda a New Trigger ee Meee eee ‘Cisco Seript Application 6. Add a Cisco Script Application — About Parameters Script variables marked as “parameters” will appear on the Script Application page and may be modified to override variable values within the script. About Parameters * Variables are created with a "Parameter" attribute Cisco Script Application + Parameters — co . sue appear on a application page: = using a script with a those variables ~ - = Checked parameters + override script variable values upon call initiation Se er 3:48 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, {© 2007 Gisco Systems, Ine7. Add a JTAPI Trigger Finally we assign at least one JTAPI Trigger which creates a CTI Route Point on the Unified CM and associates the CTI Route Point with the JTAPI user, 7. Add a JTAPI Trigger * Creates a CRS JTAPI Add a New Trigger Trigger * Creates a CTI Route Point On tect in typeof ager you wut he to create Unified CM (RP_8888) * Associates CTI Route Point "1" ">" RY with JTAPI user * Do not create CTI Route points using Unified CM Administration i| JTAPI triggers are configured to invoke application scripts in response to incoming contacts. A ITAPL trigger responds to calls that arrive on a specific CTI route point by selecting telephony and media resources to serve the call and invoking an application seript to handle the call {© 2007 Cisco Systems, ine. Instalaton and Configuration 3-49,7. Add a JTAPI Trigger - Configuration The JTAPI Call Control Groups and Dial Control Groups are assigned on this page Trigger Configuration ITAPI Trigger Configuration Directory Number that starts the application Language, trigger for each language Max. Sessions Call Control Group to be used by this trigger Dialog Groups en ‘a Device Name * Other Unified CM settings 7. Add a JTAPI Trigger — Check JTAPI Information The new JTAPI information may require you to check and resynchronize the JTAPI information. Resynchronize JTAPI info Check = Resynchronize Function Checks: ~ The JTAPI users exist in Unified CM ‘Al the ports belonging to the CT! Port Group exist in Unified CM = The CTI Port Group's data is in syne with Ports data in Unified CM ‘The CT! Ports association to users are correct ~ The CTI Route Point exists in Untied CM The CRS Application Trigger data isin syne with the CTI Route Point data in the Unified CM ‘The CTI Route Points have been associated with all the JTAPI users ln Unified CM 3-50 Deploying Cisco Unified Contact Center Exerass (UCCXD) v2.0 (© 2007 Cisco Systems, ne.7. Add a JTAPI Trigger — Resynchronize JTAPI Information 7. Add ‘The new JTAPI information may require you to check and resynchronize the JTAPI information, Resynchronize JTAPI Info Results * Synchronize Results: ~ Creates any missing users, ports, CTI Route Points — Modifies out-of-sync ports ‘Associates CT! Poris to JTAPI users Modifies outof-sync CT! route points ~ Associates CTI Route Points to all the JTAPI users a JTAPI Trigger — Unified CM Results ‘The new CTI Route Point and the STAPI user association appear on the Unified CM. Unified CM Results * Unified CM Administration + New CTI Route Point (RP_8888) : cameron + RP_g888 Associated wi JTAPL user ee {© 2007 Cisco Systems, ine. Inataiaion and Configuration 3518. Make a Test Call Now let’s call the application using the directory number for the CTI Route Point. 8. Make a Test Call * Call the CTI Route Point, Trigger Number + Check to see if your script responds with a welcome message = Congratulations! You have created a Script Application ‘352 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0, (© 2007 Ciseo Systems, IneCRS Control Center Cisco Customer Response Solutions (CRS) Administration Control Center provides options to configure, control, and monitor CRS component activities and information across the cluster. CRS 4.X: Monitor Cluster — Node List ‘Access the CRS Control Center Cluster Status IN SERVICE SHUTOOWN Select Server License Info Component Activation Node = Server node Status Traces Details ‘Add-on Component About Cluster Data CRS defines several data entities: = Cluster. A representation of the root of the Cluster Hierarchy. = Node. A computer that runs any software that belongs to cluster. = Component, An installation unit such as CRS Engine, CRS Database = Service. An executable unit, Service may have other services as its children. For example, ‘Subsystems and Managers are children of the Engine service. = Feature, A logical representation of the functional unit {© 2007 Cisco Systems, nc Installation and Configuration — 3.68License Informat License information shows all ofthe licenses that have been configured using license files. CRS 4.X: License Information Access through the CRS Control Center a CRS Software components, are selectively installed, activated * Licenses permit eins activation ‘ple ene oaecye: te ores Henan * Displays configured rho a8 licenses fc geese ea 9 ‘Add new licenses, during runtime, then activate No need to reinstall CRS software Component Activation CRS software components are activated through a component activation process for each node. CRS 4.) : Component Activation = Access through the CRS Conirol Center * Activate or remove ‘@.component from Component Activation a server node . . = * Disable a service 777" Srorrnenn meron 354 Deploying Cisco Unifled Contact Genter Express (UGGXD) v2.0, (© 2007 Cisco Systems, In.Node Level This is the node level display and shows the status of the software components. This screen presents the opportunity to view trace files and to stop and start individual services. CRS 4.X: Monitor Node (Server) = Displays server status * Displays feature, subsystem states * Last failure + Configure traces at server level + View traces on each node in a cluster = Stop and start services here Use Control Center web pages to: Display all servers (CRS Servers as well as Add-On Servers) belonging to the same cluster. Display the server states (running/stopped) with an option to restart one particular or all servers in the cluster. Display the feature states (running/stopped). Display the server services (running/stopped). Configure traces at cluster level. = View the traces on all machines in the cluster, Display cluster licensing information, The Control Center page contains two tabs = Servers. This tab provides a physical view of the cluster architecture, that is, the nodes and services that made up its structure, m= Features. This tab provides a logical view of the cluster, that is, the components that represent functionality {© 2007 Cisco Systems, ne. instalation and Configuration 3.55Server Traces Trace Fi ‘The Server Trace hyperlink allows the selection of specific traces for each service. CRS 4.X: Server Traces * Displays server traces 7 ‘according to the service * Click service name to display its traces iles ‘Trace files will open in the user's browser for examination, CRS 4.X: Trace Files * Displays trace files * Click filename Control Center todisplaytrace Somer file contents in “sts browser ioe. Se 388 Deploying Cisco Unifed Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systams, neCheck Your Engines Check your CRS Engine to see if all of your activated subsystems are in service eT CRS 4.X: Check Your Engines! “Access the CRS as Control Center he tee Seema 5 to check CRS lhe arenes Engine and ao FH Syston » subsystem status aeaprees : Direct access to sia naira - pertinent logs seen ene nes * ~ Services and Src : subsystem cote eran detail Beineoe * Look for subsystems | Treetanie sinnven : tobe in“in Service", | sarumir ames - use “mouse over" Recover, Restore, Patch ‘The installation CDs permit the ability to restore, recover and patch the CRS system, CRS 4. : Recover, Restore, Patch * Access the Repair menu via the CRS Installer to: Recover, Reinstal msaing or corupte files, synchronizes wih other CRS cluster Restore: Restores Sepleyment and onniguration Stings Using BARS Patch: Applies ertosic patches and Epdates + Provides instructions forall serversin @ ERS cluster + See Installation Guide for complete instructions (© 2007 Cisco Systems, in. Installation and Configuration 3-57Installation Process: CRS 5.0(x) The CRS Software may not be installed co-resident with the Cisco Unified CM because the CRS 5.0 resides on Windows 2003 and Unified CM resides on Linux, New Features Summary CRS 5.0 offers the following new features. CRS 5.X New Features Summary Unified CCX 5.0 supports all features supported by Unified CCX 4.5 with the addition of the following: + Multi-channel (e-mail, Web collaboration) * High Availabilty (Two-nodes only) + Outbound Preview Dialer * Support for Unified CM 5.1, and 6.0 * Support for new optional wrap-up data codes * Additional support of languages for MRCP and reporting 3-88 Deploying Cisco United Contact Center Express (UCCXD) v2.0 1 2007 Cisco Systems, ne.What's New in CRS 5.0 Installation? The following features provide an improved installation experience for partners and customers. What's New in CRS 5.X Installation * Simplified user interface + Windows 2003 OS support 72.GB HDD minimum requirement = 2.GB RAM minimum requirement + Enhanced logging support = Simplified patching, uses .exe files, no BARS + Decoupled Backup and Restore from install New Installation Wizard CRS 5.0 offers a new installation wizard to simplify the installation, New Installation Wizard * Simple and reduced selections during install * Reduced user interface prompts and dialogs = Changed terminology: “Recover” is now “Repair” * All features, components, and IVR languages installed by default (© 2007 Ciseo Systems, ne. Installation and Configuration 3-58Installation Process ‘The following is the new, simplified installation process for CRS 5.0. Welcome Screen ‘The welcome screen is the first to appear during the installation, A ST CRS 5.X: Welcome Screen LA Welcome tothe instalation Wizard for isco Customer Response Soktions 5.1) Bult Ihe tation vind tea aca Catone Respone Siaticetyas sean fotos cement aon a gegene tees toon nt atherle cisco 3:60 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 '© 2007 Cisoo Systems, neDeployment Selection This step allows the installer to choose Unified CM or Unified CME. CRS 5.X: Deployment Selection = Choose which (cE Unified CM ‘Depleymen ype Sletion ~ will be eC a cn ead Comsat integrated = We have eee selected Cisco measege Unified CM ct * Unified CM does not need to be connected on ee CADICSD Language Select the language to be used for the Cisco Agent Desktop and Cisco Supervisor Desktop. CRS 5.X: CAD/CSD Language + Solect the (SADSMENRNESERE renee ER language for tgatntedentn ter re 1 m0 the Cisco "Seka cnn net cnt Get tn lea Agent Desktop and the Cisco dmintewanmna cp teat te iper O wa y Supervisor Supremienitas coma Desktop * Selection applies for entire system (© 2007 Cisco Systems, Ine Installation and Configuration 3-61Summary Screen The summary screen suddenly appears and the installation wizard continues the installation This is a really abbreviated installation! AS a | CRS 5.X: Summary Screen * Summary, | eRe ready to ody teatro aia instal oversea ater nein e1seo = Very simple Ss chnaamm S escent * JRE will also be installed Patching Enhancements Patching has been enhanced to use .exe files. a CRS 5.X: Patching Enhancements * Single self extracting executable available on CCO ® Simplified installation process — Download and execute on each CRS node — No BARS involved * Patching should be applied to publisher database node first to maintain high availability “362 Deploying Cisco Unild Contact Center Express (UCOXD) v2.0 “© 2007 Cisco Syetems, IncUpgrading to SQL 2000 Atany time, the system may be upgraded to SQL 2000, CRS 5.X: Upgrading to SQL 2000 * SQL Utility is now obsolete = Single step to install SQL and expand databases * The option in the CRS install has been removed Simply insert the Cisco provided SQL disk and complete the installation wizard « DB size for db_cra is now 10-13 GB depending on disk size (72 GB or 80 GB) = DB size db_cra_repository is 3 GB Troubleshooting Tips ‘The following are a few troubleshooting tips for the installation. CRS 5.X: Troubleshooting Tips = Remember to disable CSA and virus control prior to any installation activity * Changing the Deployment Type requires an new install * Changing the CADICSD language requires a reinstall ‘© 2007 Giseo Systems, Inc Installation ang Configuration 3.63Troubleshooting Tips (Cont.) The CRS Log Collection Tools is new with CRS 5.0. It simplifies log collections. CRS 5.X: Troubleshooting Tips (Cont.) * CRS Log collection tool * Available at Start Menu > CRS Administrator > Log Collection Too! = Use Advanced options and select install component 364 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systoms, In.Configuring CRS for Unified CM 5.1/6.0 This section addresses the integration of Unified CCX 5.0 with Unified CM 5.1/6.0, The CCX 5.0 with Unified CME will be addressed later in this lesson. integration of Unit Unified CCX 5.0 for Unified CM 5.1/6.0 During the installation, select Unified CM. * During install, select Cisco Unified CM * Supports direct upgrade from CCX 4.5 = Supports single-server (non-HA) and two- server HA mode * Recording & Monitoring server activated on CRS server in both HA and non-HA mode * Supports only MCS Windows 2003 OS Unified CCX 5.0 for Unified CM 5.1/6.0 (© 2007 Cisco Systoms, Ine Installation and Configuration 365CRS Cluster Setup Select the type of setup: Single Node, First Node, Add to Cluster, or Restore. CRS 5.X: CRS Cluster Setup « First screen encountered a after installation Cisco CRS Administrator Setup = Select type ese tt ne chat te of CRS setup Single Node First Node = Add 10 Cluster eens iene sie = Setup (Cluster) se = Single Node imeem installation type can be later be expanded eae Unified CM Configuration Reviews the AXL provider defined during installation. CRS 5.X: Unified CM Configuration + AXL: Administrative < XML Layer ee ee * Provides user information from Unified CM * User was previously defined in Unified CM administration = AXL service on Unified CM must be started + Unified CM host name of IP Address, AXL user ID and, password 3.66 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Gisco Systems, IneUpload CRS License Upload the .lic files provided to the customer by Cisco. a | CRS 5. : Upload CRS License * Upload * lic files * Licenses are License Information common for both CRS Unified CMS integrations . ~ Unified CM ~ Unified CME * Licenses may be zipped Customer Response Solutions Administration Component Activation Component activation doe not appear if tis isa single-node deployment. CRS 5. : Component Activation ta « For First Node installation type only * For Single Node installation type, all components are activated by default and this screen does not appear Component Activation {© 2007 Cia Systems, ine Instaiaion and Configuration 3-67Publisher Activation This sereen does not appear for single-node installatio ———— CRS 5.X: Publisher Activation * For First Node installation type only = For Single Node installation type, all activated by default and this screen does not appear Publisher Activation datastores are Sara ae HE Add Second Node to Cluster Setup Setup * Select: Add to Cluster + CRS 5.0 only nodes in a cluster * Provides High Availability (HA) by adding 2”? node * Single node configuration can be upgraded to two node configuration ‘Adding the second node provides High Availability (HA). SS Sa S| CRS 5.X: Add Second Node to Cluster supports two Cisco CRS Administrator Setup poe 368 Deploying Cisco Unified Contact Center Express (UGGXD) v2.0 (© 2007 Cisco Systems, In.Add Node to Cluster (Cont. ) This screen provides network access to the first server in the cluster, (Cont.) * The second node must have network conneetivity to the first node * Administer: ~ Cluster server IP address Cluster Server Port — Admin User ID Password CRS 5.X: Add Node to Cluster Setup Add Node to Cluster (Cont.) This screen activates software components on the second node, (Cont.) = Activation of second node components = Can also be activated at a later time CRS 5.X: Add Node to Cluster Setup Customer Response Solutions Administration Component Activation {© 2007 Cisco Systems, in. Installation and Configuration 369Configuration ‘The following addresses the configuration for Unified CCX as it interfaces with Unified CM 5.1/6.0. License Configuration Licenses are the same for Unified CM or Unified CME deployments. CRS 5.X: License Configuration * Same license for both types of Unified CM deployments * For two node omer deployments, a ea wee et ea High Availability (HA) license is required 3:70 Deploying Gisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Giseo Systems, ncUnified CM Configuration = Specify IP address of Unified CM = AXL user id/password = Creates JTAPluser >| > prefix/password * Creates RMCM (RMJTAPI) user id/password = NTP server address or hostname System Parameters Configuration This screen specifies the number of historical sessions and recording counts. CRS 5.X: System Parameters Config * Specify number of Historical Reporting session licenses * Specify the Recording Count, max number of recording sessions * Specify the Codec (G711, G729) to be used for the system (© 2007 Cisco Systems, ine Installation and Configuration 3-71Languages Configuration This screen specifies the system and user languages used by the scripts aT CRS 5.X: Languages Configuration BE CoMUMEEEE Customer Response Solutions Administration language ee defaults and “guages Configuration countries User Configuration This screen specifies which Unified CM users are granted CRS administration rights CRS 5.X: User Configuration = Specify the Unified CM User Configuration users to be given CRS 1 Application vo Administration o re rights * User will be “ ‘ allowed access . to Application Administration screens 3-72 Deploying Gisco Unified Contact Center Expross (UCOXD) v2.0 (© 2007 Cisco Systems, In.Outbound Preview Dialer Configuration ‘This screen enables the configuration of the Outbound Preview Dialer feature. This will be further discussed in a later lesson. a | CRS 5.X: Outbound Preview Dialer Configuration = Outbound Preview Dialer feature = Requires Outbound license + Establishes dialing sh parameters en se for entire * system = Campaigns must be configured later outbound Configuration Resynchronization Tool ‘This screen addresses the Resynchronization Tool, CRS 5.X: Resynchronization Tool + Resynchronizes client versions. between Unified CM and Unified CCX Unified CM Telephony Call Control Group, * Checks and repairs: Configuration ~ CM users CTI ports, user associations CTI Route Points, use associations ~ Application Triggers = Checks and installs STAPI client library onan nam tte '© 2007 Cisoo Systems ne Installation and Configuration 373Configuring CRS for Unified CME 4.2 ‘This section addresses the integration of Unified CCX 5.0 with Unified CME 4.2. Unified CCX 5.0 for Unified CME 4.2 Select Unified CME during installation a Unified CCX 5.0 for Unified CME 4.2 * During install, select Cisco “ae nt tne mata Unified CM Express mc it nt natn cami ng = Supports direct upgrade from Unified CCX 4.5 = Supports only MCS Windows 2003 OS 374 Deploying Cisco Unified Contact Center Express (UGGXD) v2.0 ‘© 2007 Cis Systems, ine.Unified CME Express Details The following are the details and limitations for Unified CME. Unified CME Details * Supports only G711 codec prompts = Users are stored locally in CRS Database = New Application Administration User page for create/delete/capability management = Supports IP Phone Agent = Supports only one CRS per Unified CME = Supports only SCCP Phones as Agent Devices = Features not supported ~ High Availabilty (HA), single node only = Outbound Preview Dialer — Remote Monitoring * Limited CAD/CSD functions Single-Node Setup Wizard ‘The Unified CME only supports a single CRS node. CRS 5.X/CME: Single Node Setup Wizard * First screen Cisco CRS Administrator Setup encountered after “= installation * Select type of CRS setup ~ Single Node ~ Setup (© 2007 Cisco Systems, ne Installation and Configuration 3:75Unified CME Express Configuration ‘The AXL provider was previously defined during installation. ‘The user was created on the CME before installation Unified CME Express Configuration + AXL: Administrative XML Layer ‘isco Unified CallManager Express Configuration + Provides user information from «“==sahsettnen SoS SS Unified CME mene * User was previously defined in Unified CME administration = AXL service on Unified CME must be started = Unified CME host name of IP Address, AXL user ID and password Upload CRS License ‘The CRS license is uploaded using this screen. CRS 5.X/CME: Upload CRS License nse Information * Upload *lic files * Licenses are common for both CRS Unified CM integrations Unified CM = Unified CME | 3-76 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Gisco Systems, in,The following discusses some miscellaneous setup issues for users, HR sessions, Recording, Count, and Codee selection. * User Configuration * HR Sessions * Recording Count = Codec Selection = Next {© 2007 Cia Systems, ne instalation and Configuration 377Configuration The following addresses the configuration for Unified CCX as it interfaces with Unified CME 4.2, License Configuration Licenses are the same for Unified CM or Unified CME deployments, CRS 5.X: License Configuration * Same license for both types of Unified CM deployments * For two node deployments, a High Availability (HA) license is required 378 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, neUnified CME Configuration This page specifies the IP address of the CME router and the CME Configuration * Specify IP = address of Cee ro) Unified CME ls a router Cisco Unified CallManager Express Configuration + AXL user id (pre- aa) created on CME —_aisiiusausemsinmemessnrsa router) sebier bo eretn + AXL user " password (pre- created on CME router) Control Center ‘Anew CME Telephony subsystem has been created and displayed in the Control Center. CRS 5.X/CME: Control Center * Creates a new ee CME Telephony Subsystem {© 2007 Cisco Systoms, ne Inst tion and Configuration 379CME Telephony Subsystem Call Cot ‘This page addresses the configuration of the new CME Telephony subsystem, Da ed CRS 5.X/CME: CME Telephony Subsystem « CME Session Server ID (auto generated) * Outbound Trigger for placing outbound call - a valid available DN ~ : number needs to be entered ntrol Group A new Call Control Group is created when licenses are uploaded. No CT! Ports CRS 5.X/CME: Call Control Group * Anew CME Telephony Call Control Group automatically Unified CME Telephony Default Call added based on _Contral Group Configuration license * Created when license is uploaded * Channel equals to licensed IVR ports De! 3-80 Deploying Cisoo Unified Contact Center Express (UCGXD) v2.0 {© 2007 Cisco Systems, in,Configuration Validation Tool The Configuration Validation Tool validates the data between the Unified CCX and the Unified CME. CRS 5.X/CME: Configuration Validation Tool * Validation tool compares data between Unified CCX and CME User Management For Unified CME, User Management permits the creation of new users and capabilities for CME only. CRS 5.X/CME: User Management * New Menu Item for User Management ~ Create New User ~ Capabilities * Unified CM deployments store users in CCM Database * Unified CME lige /' deployments store users in (es CRS Database (© 2007 Cisco Systems, Ine Installation and Configuration 3-81Cisco Agent Desktop Limitations The CME integration has a few CAD limitations to consider. DC el CRS 5.X/CME: Cisco Agent Desktop Limitations * Agent can not perform call control operations from "AD Ul * Buttons removed: ‘Answer ~ Transfer ~ Conference . = Place call her tetwa Removed CTI Port Information from Enterprise data Cisco Supervisor Desktop Limitations The CME integration has a few CSD limitations to consider. _—L aT CRS 5.X/CME: Cisco Supervisor Desktop Limitations = Supervisors can not barge-in or intercept calls in Unified CME deployments = Buttons have been removed 82 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systoms, IncRouter Configuration ‘The following outlines the required router configuration steps and the documentation that provides the details. Router Prerequisites ‘The following are the prerequisites for the router. a a ae aE | CRS 5.X/CME: Router Prerequisites * Cisco Unified CME 4.2 using Cisco OS Release 12.4(11)XW2 or a later version. = XML API must be configured to create a username for Unified CCX access. = Phones to be connected in Cisco Unified CME must be configured + The Cisco Unified CME router must be configured to accept incoming presence requests {© 2007 Cise0 Systems, Ine. Installation and Confguratin 3-83CME Router Restrictions The following router restrictions apply for integration to Unified CME. CRS 5.X/CME: CME Router Restrictions = Interoperability between Cisco Unified CME and Unified CCX is restricted to one Unified CCX per Cisco Unified CME * Support for Multi-Party Ad Hoc and Meet-Me. Conferencing features is not provided. * Only incoming calls from PSTN trunks are supported for deployment of the interoperability feature * Other trunks, such as SIP and H.323, are supported as usual in Cisco Unified CME, however, not for customer calls to Unified CCX Interoperability between Cisco Unified CME and Unified CCX is restricted to one Unified CCX per Cisco Unified CME. Support for Multi-Party Ad Hoc and Meet-Me Conferencing features is not provided. ‘Only incoming calls from PSTN trunk are supported for deployment of the interoperability feature. Other trunks, such as SIP and H.323, are supported as usual in Cisco Unified CME, however, not for customer calls to Unified CCX. 3-84 Deploying Cisco Unified Contact Center Express (UCCXD) v20 '© 2007 Gisoo Systems, ne.Configure CRS-specific Router Elements Refer to the Cisco Unified Communications Manager Express System Administrator Guide for the section How To Configure Interoperability with External Services, The following operations are required or optional, CRS 5.X/CME: Configure CRS-specific Router Elements * Refer to: Cisco Unified Communications Manager Express System Administrator Guide, How to Configure Interoperability with External Services + Required Procedures Configuring Cisco Unified CME to Enable Interoperability with Unified CCX’ = Identifying Agent Directory Numbers in Cisco Unified CME for Session Manager + Optional Procedures ~ Verifying Registrations and Subscriptions in Cisco Unified CME Re-creating a Session Manager in Cisco Unified CME. — Reconfiguring a Cisco CRS Route Point as a SIP Endpoint in Cisco Unified CME Required Procedures = Configuring Cisco Unified CME to Enable Interoperability with Unified CCX = Identifying Agent Directory Numbers in Cisco Unified CME for Session Manager Optional Procedures = Verifying Registrations and Subscriptions in Cisco Unified CME = Re-creating a Session Manager in Cisco Unified CME = Reconfiguring a Cisco CRS Route Point as a SIP Endpoint in Cisco Unified CME (© 2007 Cisco Systems, nc Installation and Configuration 3-85Example of Step-by-step Procedures ‘The following is an excerpt from the above-mentioned Administration Guide. Example of Step-by-step Procedures 3:85 Deploying Cisoo Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.CRS Installer Messages This lesson provides information about error messages and instructional messages that may appear when you run the Cisco CRS Installer. If you receive such a message, you can locate it in the CRS Installation Guide and the actions recommended for continued troubleshooting Message Examples ‘The CRS Installation Guide describes the messages that the Cisco CRS Installer may display, the cause of each message, and actions that may be taken to continue. This is an example message CRS Installer Message Example * Installer messages are displayed during installation = Example: Explanation You are attempting 19 install on a server that has fess than [O24 MB of RAM. Recommended Action ( pgrade the RAM to at last [,024 MB and run the installation again, = Full set of messages may be found in the Installation Guide {© 2007 Cisco Systems, Ine Instaiaion and Configuration 3-87CRS Installer Log Files Cisco CRS creates log files for every procedure that you perform with the Cisco CRS Installer. ‘These files include messages that the Cisco CRS Installer generates. If necessary, you can provide the log files to the Cisco Technical Assistance Center (TAC) for assistance with troubleshooting. File Locations ‘There are three primary log files, located in the Windows root directory, to examine TTT Installer Log File Locations * Log files are found in the root directory of the server * Log file names: ~ Callnstallog CrsMsiinstallLog.txt ~ CrsMsdelnstallLog txt = Other Install Logs ~ Accessed through Start ~ MCS Setup Logs ~ Access via Log File Tools in CCX 5.0 388 Deploying Cisco Unified Contact Canter Express (UCOXD) v2.0 (© 2007 Giseo Systems, neSummary This topic summarizes the key points discussed in this lesson, Summary * Install Unified CCX software on all servers in a CRS Cluster * Activate and configure all components in a CRS cluster * Configure and test a simple CRS application * Troubleshoot installations using log files * The installation and configuration process has been simplified for Unified CCX 5.0 * The installation process varies as does the software release References For additional information, refer to these resourc« © Getting Started with Cisco Unified CCX ®§ Getting Started with Unified IP IVR = Release Notes m= Cisco CRS Software and Hardware Compatibility Guide = Unified CCX Solution Reference Network Design = Unified IP IVR and Unified CCX Port Utilization Guide m= Cisco CRS Installation Guide m= Cisco CRS Administration Guide = Cisco CRS Database Schema MS SOL Server 2000 for Cisco CRS Resources Card = Installing Cisco Security Agent for Cisco CRS Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: Lab Exercise 3 to set up your lab environment. (© 2007 Cisco Systems, ine. Installation and Configuration 3-89,Lesson 4 CRS Script Editor Overview This lesson describes the Customer Response Solutions (CRS) Script Editor and how itis used to create application scripts for CRS. You will start the CRS Script Editor and manipulate a simple script to learn how to add steps and manage the scripts. Additionally, procedures for script management are addressed Additionally, the ability to manage and move scripts to the repository is important when managing a multi-site CRS installation. Objectives Upon completing this lesson, you will be able to describe the CRS Script Editor and use it to crcate application scripts for CRS. This ability includes being able to meet these objectives: = Navigate the CRS Script Editor functionality = Create, delete, and edit variables Save and upload valid scripts to the repository = Perform the debug process to test a script = Troubleshoot an application and script using trace filesCRS Script Editor Overview ‘The CRS Script Editor is the tool used by application designers to create scripts using the steps authorized with the product licenses. CRS Script Editor Overview * CRS Script Editor permits the designer to create scripts using logic steps organized in a call flow * CRS Script Editor automatically installs on the CRS server during installation = The CRS Script Editor may be installed on your workstation = Windows 2000, SP4 Windows XP, SP2, firewall disabled * Install on your workstation from CRS AppAdmin: = Tools > Plug-ins > Cisco CRS Editor ‘The CRS Script Editor is a visual scripting tool that allows the user to drag and drop steps from the Palette window to the appropriate logical location in the Design window. Steps are the smallest building blocks in a script. This is the only tool CRS uses to build scripts and thus itis important to utilize the tool effectively. 2 Deploying Cisco Unified Contact Contor Express (UCCXD) v2.0 {© 2007 Cisco Systems, me.Installing the CRS Script Editor ‘The CRS Script Editor is installed onto the CRS server and may optionally be installed on the script designer's workstation. i ae, Installing the CRS Script Editor * CRS Script Editor automatically installs on the CRS server during installation + May be installed on your workstation ~ Windows 2000, SP4 — Windows XP, SP2, firewall disabled = To Install on your workstation from CRS AppAdmin: ~ Tools > Plug-ins > Cisco CRS Editor (© 2007 Cisco Systems, Ine ORS Script Editor 43Starting the CRS Script Editor ‘The CRS Script Editor is installed on the CRS server by default and may be installed on a workstation for convenience. The script developer may log onto a server or anonymously to ‘work off-line. Shown is the CRS Script Editor for CRS 5.0. Starting the CRS Script Editor * Start the CRS Script Edito} from Start > Cisco CRS Developer > Cisco CRS Editor = Logon to any CRS server of the same version * If you Log on Anonymously ~ Can't upload directly to script repository Can't reactive debug silnate, CISCO’ Cisco CRS Editor jun, Authentication “4 Deploying Cisco Unified Contact Genter Express (UCGXD) v2.0, {© 2007 Cisco Systoms, IneSynchronize License with CRS Engine This topic describes the license synchronization between the CRS server and the CRS Script Editor. Synchronize License with CRS Engine + CRS Engine enforces FRETS licenses at run time * Ifunlicensed steps are included in script, script causes license Violation ‘Synchronize License button hides unlicensed steps CRS Script Editor must logged into CRS server Settings > Options > Palettes + Example: Enhanced ‘The CRS Engine enforces licensing at runtime. This means that you can add any step to any script regardless of what licenses you have purchased. However, if script contains unlicensed steps, the CRS Engine will reject the seript at runtime with a license violation, ‘The Synchronize License button can let you hide steps that you have not purchased, The Synchronize License button is available to communicate with the CRS cluster and automatically show or hide palette steps according to the currently installed licenses, Ifyou request license synchronization when the CRS Script Editor cannot access the latest license on the cluster or when the CRS server is down, then the CRS Script Editor will synchronize the licensed CRS Seript Editor palettes with the ones listed in the local license on your machine, ifit exists 1© 2007 Cisco Systems, in. CRS SeiptEdtor 45CRS Script Editor Windows There are four window areas on the CRS Script Editor interface, CRS Script Editor Windows * Palette = Design * Variable * Message The CRS Script Editor is the development environment for creating, modifying, testing, and debugging Cisco CRS Scripts, It is a visual scripting tool that allows you to drag and drop steps from the Palette window to the Design window. These steps are the smallest building blocks in a seript, To open the installed CRS Script Editor on your PC, choose Start>Programs>Cisco CRS Developer>Cisco CRS Script Editor. The CRS Seript Editor is divided into four windows: = Palette Window gn Window = Variable Window = Message Window Resize the Windows You can resize the CRS Script Editor windows to allow for better observation of the variables and their values. Most of the resizing will be saved. 48 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, in,Palette Window: Folders and Steps The Palette window provides a list of the steps available for script development. Palette Window: Folders and Steps = Steps are Java “beans’ * Customizable logic + Folders contain steps = Steps can be “dragged” and “dropped” into adjacent Design Window tom on + New steps can be as - created using SDK on™ Beceem ‘The steps are organized in folders that contain sets of related steps. Steps are available as a function of the CRS license. The CRS Script Editor may be synchronized with the license on the CRS server. (© 2007 Cisco Systems, ine. CRS Scrint Ector 7Design Window: Drag and Drop Steps can be dragged and dropped into the design window to ereate the logic for a call Design Window: Drag and Drop * Logie flow of ‘serpt, top to eee ten ten ero eee bottom Dede ime wey FVOe * Drag and drop aon steps. ~ Highlight step and drag {Delay step) Point to the step that the new step will follow ~ Release and drop Design Window — Workspace for Step Assembly ‘The Design window provides a workspace for script step assembly. Drag the step icon from the Palette window and drop it onto the step it follows. To change the order of the steps, you can drag the icons from the old location to the new location. To delete a step, select the icon and press Delete. Drag and Drop the Steps from the Palette to Design Window Steps are placed in the script by dragging and dropping. Select the step, hold down the mouse button and drag it o the Design Window. Point to the step you wan the new step to follow and release the mouse button. The step is now placed in the logic flow 48 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Gisoo Systems, nc.Design Window: Step Properties Most steps have properties to define and specify the desired step functionality. Design Window: Step Properties + Right click on step for Properties option + Accesses the Customizer for that step + Example: Set step * Each type of step has different properties For example, the properties for the Set step consist of the variable “to assign a value to” and the value “to be assigned to the variable”. To display the step properties, right-click the icon to display a pop-up menu. (© 2007 Cisco Systems, nc. CRS SeiptEdtor 49Design Window: Customizer The Customizer allows you to define the step properties. Select the Properties option to display the Customizer. The Customizer allows you to define the properties for each step type. Si | Design Window: Customizer * Customizer defines stop properties. = Example: Specifies what valve to set for a variable + Other examples: Specifies what prompt to play or what database to access * Each step has a different customizer Pn Variable Window: Icons The Variable window allows you to create, modify, and view the local script variables. Use the Variable window icons to add, delete, and modify variables, Variable Window: Icons Add, Modify, Delete 4-10 Deploying Cisco Unified Contact Center Express (UGOXD) v2.0 {© 2007 isco Systoms, In.Variable Window: Edit ‘a Variable, elick the New Variable icon at the top of the Variable window. To create or modif} This displays the Edit Variable window. Define a name, type, and value (optional) for the new variable. Variable Window: Edit = To create, modify variables = Many variable data types = Integer = String ~ Boolean ~ Many more + See Expression Language Reference Guide ‘© 2007 Cisco Systems, ne. (ORS Script Editor 4-11Variable Window: Edit CRS variables offer a few more attributes to a variable. They are Final, Array, and Dimensions. Variable Window: Edit * Final ? omen * Parameter * Array * Dimensions = Type (Drop-down list.): Type of variable you want fo declare, This is either a friendly data type or a fully qualified Java class name (For example, java.util. ArrayList), = Name: Name of the variable you want to declare. m= Value (Expression,): Data you initially assign to a variable. The type of data you enter ‘must match the data type you declared in the Type field. Data can consist of valid expressions of the same type and can include final variables (ifthe variable for which the value is defined is not marked final). The CRS Script Editor evaluates initial values for variables before the first step in the seript is executed. For example, an expression such as would be evaluated at the time the seript executes and results in a data object representing the current date m= Final (Checkbox.): Ifenabled, marks the variable as one that cannot have its value changed. Such a variable is known as a constant and can be used to define other non-final variable initial values. m= Parameter (Checkbox.): If enabled, sets the value for this parameter in the CRS Administration web interface when you provision applications that use this script. m= Array (Checkbox.): If enabled, defines the variable as an array (seen by the ending [] on the variable type). = Dimensions (Cheekbox.): Ifenabled, allows you to use the drop-down list to define the dimensions of an array variable: — Ifset at 0, then the variable is not defined as an array. — fet to 2, it defines the variable as an array of dimension #2 Deploying Cisco Unified Contact Center Express (UGCXD) v2.0| (© 2007 Cisco Systems, In.Variable Window: Data Types ‘The CRS Script Editor provides the following built-in data types: Variable Window: Data Types * Many built-in variable data types * See CRS Scripting and Developers Guide for complete list Een (© 2007 Cisco Systems. Ine CRS SorptEditor 413Expression Editor: Friendly Data Types ‘The CRS platform offers several friendly data type names for use in variables and expressions. Expression Editor: Friendly Data Types ie Sz * slang ge Seon omcacasesser Seeron oe inary Owe [ eanmae ——[eon cco roar ncn em Tein est con cacao Dna oe [emer Om [imu Ter con caaoune er iene Babel [mea ead aa Rea ‘The following is a list of variable types available in the CRS Seript Editor. = Byte: A Byte variable represents an integer value with a value range from -128 to +127. Examples — 2 — 45 = Contact: A contact variable represents an internal contact created as a result of an external event, such as an incoming call, e-mail message or HTTP request. It can also represent an ‘outbound contact, such as an outbound call or an outbound email. A variable of this type references the resources related to the contact and lets you indicate which contacts a step should act upon. You cannot manually enter a contact as a variable value. Contact variables result only from the Create eMail step (from the eMail palette) the Place Call step (Call Contact palette), and/or the Get Trigger Info step (Contact palette). | Short: A Short variable represents an integer value with a value range of *32767. Examples: 32768 to 3456 — -3456 = Users A User variable represents a configured Cisco Unified CM User. A user variable can be returned by steps such as Name To User, Get User, or Select Resource step, and is used in other steps to extract information from the variable. 414 Deploying Cio Uniied Contact Centr Express (UCCXD) v2 0 (© 2007 Cisco Systems, ne= Session: A Session variable tracks contacts across the system. As the contact moves from one place to another, information can be tagged along and retrieved by a script. A Session variable can be thought of as a “shopping cart” in a web application. You cannot manually give a Session variable a value. Session variables can only be returned from the Get Contact Info step (Contact palette) and/or the Get Session step (Session palette). = Prompt: A Prompt variable contains information about what to play to a caller when a call is passed to a Media step. It can reference audio files in the prompt repository or on disk, concatenation of multiple prompts, or more complicated types of prompts, Examples P[J or SP[]—An empty prompt. (No prompt gets played back.) — _ P[AA\AAWelcome.wav]—A user-defined prompt located in the User Prompts directory. =| Grammar: The Grammar variable represents different options that can be selected by a caller using a Media input step (such as the Menu step). A grammar variable can represent grammars uploaded to the grammar repository or created using some of the existing steps. Examples: G{], SG[]—An empty grammar. (No value gets recognized.) — — G[grammar.graml]—A user-defined grammar located in the User Grammars directory. = Language: A Language variable is used to localize a particular resource in the system. It can be associated with a contact fo customize what prompts and grammars should be retrieved from the repository when required. Examples: — — Lfen_US} — — LifrcA] = Curreney: The Currency variable is used to identify a given curreney, such as the American Dollar (USD). and is useful when creating generated currency prompts that need to be tailored based on a given currency. Examples: — ctusp] CICAD] = Iterator: The Iterator variable corresponds to the Java java.util. Iterator class. = Boolean: A Boolean variable can be either true or false, and is primarily used by the If step in the General palette of the CRS Script Editor. © Character: A Character variable consists of characters, such as the letters in an alphabet. Examples: — Any escape sequence: Wt’, *w", N07, “in “AP, WY, SV = Document: A Document variable can be any type of document, such as a file, a URL, ora recording. Examples: — _ FILE{C:\Documents\mydoe.txt] URL [http://evbuweb/mydoc.asp?number=23] — _ TEXT|Some text to be stored in document] {© 2007 Cisco Systems, ine. CRS Script Edtor 4-15Float: A Float variable consists of decimal numbers. Examples: — 3.14159 — 26-12 — -100 Integer: An Integer variable consists of whole numbers, from -2147483648 to 2147483647, inclusive. Examples 234556789 — 0 — 23 String: A String variable consists of a set of Unicode characters, from “\u0000" to “\wfifT” inclusive. Examples: “Hello”, “CAWIN characters, T\win.ini—Supports any escape characters or Unicode "This is a quoted string\"™, u*\tHello”, u\u2222\u0065" :\WINNT\\win ini”—Supports he same escape sequences or Unicode characters described for the Character type Date: The Date variable contains date information, Examples: — Dinow] — ppi23is2) — Dee 13, 1952] : The Time v: — Tinow] — 11339 AM] — — TLI1:59:58 PM EST] iable contains time information. Examples: BigDecimal: The BigDecimal variable consists of an arbitrary-precision integer along with a scale, where the scale is the number of digits to the right of the decimal point Examples (same as Float variable): — 3.14159 DB 2E-12 DB — -100 DB BigInteger: The Biginteger variable represents arbitrary-precision integers. Examples (same as Integer variable): — 234556789 1B OB — 2318 416 Deploying Cisco Unified Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems. Ine© Double: The Double variable represents an expanded Float variable. Examples (same as Float variable): 3.14159 D — 2612D — -100D = Long: The Long variable is an expanded Integer variable. Examples (same as Integer variable): — 234556789 L — OL — 234 (© 2007 Cisoo Systems, ine ORS Seipt Eater 417Expression Editor Panel Expressions are useful if you do not know the exact value at design time and instead enter a formula that can be evaluated at run time. The expression editor helps write expressions as well as enables use of Java objects in a convenient manner. Example Expression Panel All drop-downs now offer variables of the correct type and well-known choices. This is an example of an Expression Panel for the If step. Expression Editor Panel Input Text Field Drop-down list of variables and well-known choices To access expression dialog Expressions Supported ‘The CRS Expression Language syntax is backwards compatible with the previous releases of the Expression Language and is enhanced to suppor the following: = All numerical operators © All boolean operators (?:, |, &, && = Variables manipulation operators (= +=, ==. =...) = All primitive Java data types (void, byte, shor, float, double, int, ...) = All numerical literals (31, SL, 6.3E4F, 5.54D, ...) = All Biginteger and BigDecimal literals (231B, 45.51D) Hexadecimal numbers (0x24, Ox2F44FL, ...) ‘= Additional prompt operators (substitute prompt, random prompt, day of week prompt, time of day prompt) = Additional document operators (day of week document, time of day document, ...) = Additional grammar operators (compound grammars, indexing of compound grammars) 78 ‘Deploying Cisco Unies Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, in.= User and system document representation. = Customizing some prompt generation (S[23.33, CIFRF]}, ...) ) ‘= Block comments and line comments within the expression similar to C++ and Java = Typecasting ((int)23. = Creating user-specified objects using the new operator (new java.util. Vector), ...) © Fullarray creation and indexing support (new int{] (3, 4}, intVar{2), intVar length, ...) = Complex block expression with return statement (return 5 * L000Ls} = Full Java-like statement support in complex block expression (if, while, do-while, for, switch, try-catch-finally, throw, break, continue, default ..) = Full Java-like supports for labels inside complex block expression ( {loop: while(true) fowhile (true) {break loops} }, ...) = Local variable definition inside complex block expression ({int j = 5; return j +2;}, ...) {© 2007 Cisco Systems, Ine. CRS Serpt Editor 419Expression Editor Window This is an example of the new Expression Editor window. a Expression Editor Window Expression Value _Input Toxt Field List of Variables Toolbar Toolbar Tips In the Expression Editor window, you can enter an expression in the text field, or you can use the Variable Expression Dialog Box drop-down menu to get quick access to variables you have previously defined in the script. When you choose a variable from the Variable drop-down ‘menu, the variable name appears in the input text field, After you enter the expression, click OK. The Expression Editor closes. “420 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisea Systems, IneNames and Conventions Is important to establish variable names and naming conventions when you first create your script, because it requires more maintenance if you change variable names further into your development. Names and Conventions * Establish variable names and naming conventions early * Example for Variable: zipCode — Atleast two words — Lowercase, then uppercase words + Example for Label: CALLER_TROUBLE — Atleast two words ~ All uppercase for visibility * Example for filenames: PA_WelcomePrompt.wav “PAT indicates Physician Assistant application For example, if you create a variable name and use it to define a property in a step and then change the name of the variable, you will have to reconfigure the step property to reference the new variable name. Therefore, the more variable names you change, the more step properties ‘you will likely have to update. ‘At this time, there is no method to search for variables using the CRS Script Editor. ‘© 2007 Cisco Systems, Ine CRS SerptEator 4.21Message Window The message window provides information about script validation and debug status. = Validation Information + Debug Status Validation Scripts can be validated in the CRS Script Editor by choosing Tools > Validate. The validation process assures you have addressed the property issues for each step. When validating your script, Validation errors appear in the Message window. Double-click on a message to highlight the associated step in the Design window. Debug ‘The message window will report when debug sessions are in session and errors found during debug. Debug messages will also appear in the Message window. 422 Deploying Cisco Uniied Contact Genter Express (UCCXD) v2.0 18 2007 Cisco Systems, nc.Script Management: Four Steps Scripts must be uploaded so the applications can use them or script developers can debug and test the scripts. Prompts must be uploaded so the .wav files can be heard by the caller when the script runs. There are four steps required to manage scripts and make them available to the CRS applications: Script Management: Four Steps In the CRS Script Editor: 1, Validate the script 2. Save As the script to your hard drive or Script Repository In CRS Administration > ‘Script Manageme! Upload script to the 3 egret. rnsemranin CRS Repository Refresh the script and application in the CRS server memory These four steps are required to manage scripts and make them available to the CRS applications: Step Validate Step2 Save As Step3 Upload Step4 Refresh {© 2007 Cisco Systems, In. (ORS Script Editor 423Step One: Validate In the CRS Script Editor, select Tools > Validate, This process assures that all of the step properties have been properly configured. Attempting to load an un-validated seript into the repository wi service. ‘cause an error to be displayed and will ike the JTAPI subsystem into partial Step 1: Validate > Validate = Validation should be successful = Ifnot successful, click on error in message window, locate = CRS Editor > Tools bi sda li 7ALOATON RRS (Get 08 Sun nec varabi comtc egretson Eeressonk and repair a, Novae "apCose’ used in 06 Read Seo SOL stn is not dened 1 Cvertes Fong td gure Zptoae con sco ees [rete Ceraaedongt hot waumert ode concicco wares 424 Deploying Cisco Uned Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Step Two: Save As In the CRS Script Editor, use File > “Save As” to save your seript (.aef) to the hard drive on the developer PC. Usually this is saved in a folder designated for a specific project. Usin AS” allows you to review where the file will be saved to avoid writing over other files. Step 2: Save As * CRS Editor > File > Save As * Saves .aef file to: = PC hard drive, or Seript Repository * Save As allows developer to see where file is saved, avoiding misplaced scripts a Save {© 2007 Cisco Systems, In. (CRS SerptEator +25,Steps Three and Four: Upload and Refresh The last two steps are conducted in the CRS Application Administration pages, Steps 3 & 4: Script Upload, Refresh = CRS Manage Scripts pages = Add a Script or Upload to repository * Refresh script when prompted * Refresh application | when prompted | * When uploading to the Script Repository, refresh the script Step Three: Upload On the CRS Manage Scripts page, a developer may add a new script, or upload a new version to the Repository. ‘This process loads the script into the Repository database and makes it available for configured applications Additionally, the prompts (.wav files) used by the script must be copied to the CRS server into the appropriate prompt directory Step Four: Refresh When uploading scripts at the CRS Manage Scripts Page, you are prompted to refresh the scripts and the applications when uploading a script. This causes the CRS memory to reaequire the script from the Repository and refresh it's memory for future 426 Deploying Cisco Unies Contact Genter Express (UCCXD) v2.0 {© 2007 Cis00 Systems, Ine.Debugging Scripts Scripts can be debugged in the CRS Seript Editor. During a call, the script developer can follow the call logic, examine the variable values, listen to prompts and watch external functions such as database lookups. Debugging Scripts: Two Types * Non-event-triggered — Does not require incoming call HTTP- or application-riggered Can be tested on CRS Editor PC * Event-triggered — Requires an external event (incoming phone call) ~ Script must be uploaded in script repository ‘There are two types of debugging using the Cisco CRS Script Editor: = Non-event triggered debugging is for testing scripts that require no external events (i.., incoming call) For example: Testing scripts that only derive their steps from the General palette and do not use media, m= Event-trigge ed debugging is for testing applications that depend on external events For example: Testing scripts that initiate actions based on an incoming phone call (© 2007 Cisse Systems, no (ORS SerptEdtor 4-27Debug Toolbar Options You can insert, enable, disable and clear breakpoints using the Debug drop-down menu or toolbar debug icons for both event and non-event application debugging. Debugging Scripts: Toolbar Step Disable Break Over Breakpoint iene Fle Edt Tools Cebug Wndow Settnge ose & Me Insert Clear All Start End Breakpoint —Breakpoints Breakpoints allow you to stop the execution of your script at a certain point allowing you to step through the script from that point. This allows you to see the values of your variables change in the Variable window as you execute each step. = For non-event triggered debugging, use the Debug drop-down menu or the toolbar debug icons for managing the debugger (ie, Start, Step Over) m= For event-triggered debug run the debugger using the Debug > Reactive Seript 228 ‘Deploying Gisoo United Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, Ine.Debugging Scripts: Four More Steps ‘The first four steps, previously described, are to validate, save as, upload and refresh. This assures the correct version of the script is in memory so we can debug it. Debugging Scripts: Four More Steps 5. Start Debug > Reactive Script 6. Call the application 7. Step though the script, analyze results — Listen for correct prompts — Observe variables change value — Observe anticipated logic flow 8. End the debug session ‘The debug process is done in four steps, steps 5-8, {© 2007 Cisoo Systems, ne (ORS Script Eattor 429Step Five: Start Debug (Reactive Script) In the CRS Script Editor, chose Debug > Reactive Script el Step 5: Start Debug * Debug > Reactive Script * Starts the Debug process on CRS server * Script File Name is case- sensitive! * Wait Time; time to wait for the call before expiring the debug on the CRS server + Pending Response permits cancellation of pending debug sessions Note The script FileName must match exactly (including case) here as on the Application Configuration page of the Application Administration interface. Although Windows is not ‘case sensitive and the Reactive Script will appear to accept incorrect case, the debugger wil ol find the script and therefore not be able to display a debug window of the script Specify the script (.aef) to be debugged and the wait time for an external event (phone call) to trigger the application, “430 Deploying Clsco Unified Contact Cantor Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine.Step Six: Call the Application Call the application so the debugger triggers the application and pops opens the script in the CRS Script Editor design window. Step 6: Call the Application * Call the application using the CTI Route Point directory number * The script from the CRS memory will pop onto the CRS Script Editor Design window * Step over past the Accept step to answer the call {© 2007 Cisco Systems, ne (ORS Seipt Eator 431Step Seven: Step through the Script Use the Step-over icon to proceed one step at a time through the script. Watch the Variable ‘window to view variable values that change as a result of the running script as you step through your script. Listen to the prompts and observe external behaviors. Step 7: Step Through the Script " Use the Step Over button to advance through the script * Observe changes in variable values * Enter digits when prompted * Listen to the prompts $32 Deploying Cisco Unileg Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Inc.Step Eight: End the Debug Session ‘The debug session can be ended by: = Completing the debug trip through the script and encountering the Terminate and End steps. = Choosing the End icon m= Sel Ling Pending Responses to manually end the session on the CRS server. Step 8: End the Debug Session * Click on the End icon to end the session + Ifo call was made, kill the debug session by selecting Pending Response to cancel debug {© 2007 Cisco Systems, Ine (CRS Seipt Editor 433Alarms and Traces Alarms and traces are used to help resolve issues with CRS seripts. Con and traces can help isolate certain issues. Alarms and Traces: Configuration * Sets Alarm Settings for: Alarm Configuration CRS Admin ORS Engine CRS Esitor ne CRS Cluster View Daemon ORSSQL mee “ Server * This page is for Alarm Server Configuration Alarm and Trace Configuration The Alarm and Trace Configuration Administration pages are used to define Alarm Server, trace file settings and tracing options for the following: = CRS Administration = CRS Engine sc Script Editor = CRS Cluster View Daemon = CRS SQL Server “434 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, ne.Trace File Configuration Trace file configuration sets the properties for trace files to include prefix, file extension, number of files and the file size Trace File Configuration + Sets the prefix extension and [MMMM rere ieecC inert) size of trace file eke crore Bets este 2 ter Trace Configuration Trace configuration sets the components to be debugged. Trace Configuration * Filters traces trace files Trace Configuration = Expanded view srssrsiyiteue aca = Example: DB steps * Extensive debugging can harm performance * Always clear expanded options 18 2007 Cisco Systems, ne. ERS Serpt Editor 4.35View Trace Files To view the trace files, return to the control center and follow the links to the Server Traces. i i View Trace Files * System > Control Center > Servers> Server Traces * Traces provided by function iene Server Traces “435 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, {© 2007 Cisco Systems, in.Summary This topic summarizes the key points discussed in this lesson. Summary Navigate the CRS Script Editor functionality * Create, delete, and edit variables * Save and upload valid scripts to the repository * Perform the debug process to test a script * Troubleshoot an application and script using trace files References For additional information, refer to these resources: = Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts § Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Cisco CRS Scripting and Development Series: Volume 3, Expression Language Reference "Unified CCX CTI Protocol Developer Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Lab Exercise 4 to experiment with the CRS Seript Editor {© 2007 Cisco Systems, nc CRS SeiptEdior 437Lesson 5 Basic Script Editor Steps Overview This lesson discusses the basic Script Editor Steps and procedures. To support this discussion, ‘we will use the Script Editor to start a simple workflow script that will answer a call, respond with an announcement, speak the calling number, and disconnect the call. Starting with these basic steps, we will build a ‘locator-type” workflow seript that will allow a caller to locate a specific type of physician assistant within the zip code area of the caller. Properly created seripts are very flexible and can bi requirements. changed to support new business To facilitate easy script maintenance, developers use comments to outline and explain the seript structure, Important comments include script and application names, developer name, implementation date and revision date. Each function performed by the script should be commented. Script maintenance may also include adding or adjusting voice prompts to reflect changes in pricing, company name, procedural instructions or other business events Objectives Upon completing this lesson, you will be able to start creating a CRS Editor script using the basic steps of a script. This ability includes being able to meet these objectives: = Create a simple script workflow to answer a call = Add comments to identify and explain the script and subsequent groups of steps = Play voice prompts to share information or instructions with callers m= Terminate and end a call Validate, Save As, Upload, Refresh, and Debug a scriptStart a New Script To create a new script in the Cisco Script Editor, choose File > New. This will display a new script in the Design window and automatically insert the Start step. Start a New Script = File > New * Start step is placed automatically * Optionally start a script by clicking the “New Script” button ‘52 Deploying Cisco Unified Contact Genter Express (UGCXD) v2.0, (© 2007 Cisco Systems, In.Start/End ‘When creating a new script, the Start step is automatically added to the script as the first step. Pa Start / End = Drag and Saar drop the End Step F sex * Last step "Brae 3 in the gosen script Paired with the Start step is the End step. The End step should be added as the last step in your script to complete processing and free all allocated resources. Any contact (call, HTTP request, ‘oF email) still active by the time the End step is executed, will automatically be processed by the system default logic. These two steps have no properties. {© 2007 Gis0o Systems, ne Basic Scipt Edior Steps 5-3Accept/Terminate Accept is paired with either the Terminate or the Redirect step, Accept / Terminate media resources, answers the call ‘een Bscmnuere * Terminate Step fends the call flow, releases Bscomt resources Smee The Accept ep answers a call, The Terminate step di = Accept Step assigns CTI ports, [ft tat bn re Se selects osu 6 ian “onneets from a call and frees any hanging resources, The Terminate step is never used with the Redirect step. 54 Deploying Cisco Untied Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems neAnnotate [Annotate step allows you to add comments to your script. You may right-click on the Annotate step to display the Customizer and enter descriptive text. Tis step is recommended to provide notes tothe next script designer who might work on this script, ‘The Annotate step no longer requires underscores to keep the text from truncating. You may center text, hit return and all of the text will be displayed, ‘The Annotate function is now included in almost all steps in the pallet. Annotate (Comments) "Comment on: apgeaeanaseness enters rere — Purpose Le ~ Author Contact info = Accepts CR and additional lines of text * Annotate function now available within —_ 1B coms most steps. ean {© 2007 Cisso Systems, ne. asic Sept Edtor Steps 5-5Play Prompt The Play Prompt step is used to play a voice prompt that gives instructions or provides information to the caller. Play Prompt = Plays value of prompt type variable = Prompts can ~ Generated, Conditional, or Container prompt = TTS prompt * Example: Value of variable greetingMsg is: P[PA\PA_GreetingMsg] The prompt to be played may be = A sway file located on the CRS server = A prompt created by one of the following steps: Gs ie Generated Prompt — Create Conditional Prompt — Create Container Prompt = A prompt created by the Create TTS Prompt step ‘56 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, {© 2007 Cisco Systems, InProperty Tabs The properties for the Play Prompt step are as follows: Play Prompt = Contact * Interruptible by system + Prompt, either variable or filename * Barge In by caller * Continue on prompt error + Flush Input Buffer clears previous caller entries General Tab Identifies the type of contact and to designates whether or not the prompt is interruptible by the system. A system interrupt example might be when an agent becomes available and the prompt is interrupted and the caller is transferred to the agent, Prompt Tab The Prompt Tab specifies the address of the prompt to be played and to set Barge In and. Continue on Prompt Errors status. Addresses can be specified by the file name or by a prompt variable whose value points to a file name, The variable approach is very flexible and allows prompts and announcements to change dynamically during run time. = File Name: Enter the media address manually by specifying the location and name of the wav file containing the speech phrase. The filename must be in quotes because it is a string. m= Select a Prompt Variable: Select a pre-defined variable that contains the .wav filename by selecting the variable name. The variable should be created first and the variable type should be ‘prompt’. Place the value of a prompt type variable within the brackets: Pf] where P indicates a user prompt. (© 2007 Cisoo Systems, ne. Basie Sept Edtor Steps STPrompt Variable Types ‘The variables designated as variable type “Prompt” may require a certain format: = P[PL\PL_Welcome] represents a user-defined prompt located in the User Prompts directory. This example specifies the user file PL_Weleome in the subdirectory PL. The filename must be encased within the brackets P[filename]. The extension “.wav" is optional, not required = SPifilename| represents a system-defined prompt located in the Systems Prompts directory. = DP{S00] represents a delay prompt of the specified number of milliseconds, © S[Chatham] represents specified text which will be spelled out to the caller. = TTS[Mary Cunningham] represents a prompt where the specified text is spoken using the system default TTS provider. ‘= [4] represents a prompt that will be played in ordinal format, ie. “Fourth”, Many other formats are available using the Create Gi discussed in a later lesson. erated Prompt step which will be Interruptible Barge In Prompts can be interruptible or uninterruptible depending on application needs. IF-Yes, the prompt playback can be interrupted by other script processes, = IFNo, the prompt must complete playback before other script processes can execute. = IFYes, the caller ean interrupt the prompt. If'No, the prompt must complete playing before the caller can respond. Continue on Prompt Errors = IF Yes, the script continues to the next step in the script ‘= IfNo, an exception is thrown, that can then be handled in the script Flush Input Buffer A value of Yes causes the system to erase previously entered input before capturing user input The default is No, that allows callers to type ahead and have the input saved ‘58 Deploying Cieco Unified Contact Genter Express (UCGXD) v2.0 {© 2007 Cisco Systems, IneExtended Play Prompt The Extended Play Prompt step has the same functionality as the Play Prompt step. This is to play prompts back to the caller with the additional capability of using the Expression Editor for conditional testing, This allows you to do build more comprehensive expressions and to test for variables set during the script ‘= Boolean expressions are permitted for Interruptible and Flush Input Buffer a Most Properties Can Be Defined Using Variables Extended Play Prompt Se] * Sets Boolean expressions for: — Interruptible ~ Barge In ss Piya ICANN St. = Continue Flush Input he sows =) Butter eo =a Sa = Example: Prompt must be played in full when Boolean variable allowCallerBargein = True during run time ey 2 2 Interruptible Boolean - if the expression evaluates to false, the step completes only after the prompt plays. If the expression evaluates to true, the step completes when an agent becomes available or for some other system reason. This is a system interrupt and is usually set to “true” in an Unified CCX deployment so a call ean be sent to the agent without delay. Flush Input Buffer Boolean - if the expression evaluates to true, the input buffer is cleared before playing the prompt. The default is true. However, if you want to save all DTMF keys entered before this step executes, set this value to false. (© 2007 Cisco Systems, Ine. Basie Script Ector Steps 5.8Get Call Contact Info ‘The CRS system can provide information to the script using several different steps. The Get Call Contact step is used to access call-specitic information and to store values in selected variables in the script. Get Call Contact Info « Provides script (eee wi contact info e * May be used to Scene Sipps evaluate DNIS * Attributes: Call Contact Sterns ~ Calling Number = ~ Called Number ~ Arrival Type (Transfer, Direct) ~ Last Redirected Number ~ Original Called Number You can use this step to handle a call in a variety of ways depending on the source of the call and other properties associated with the session. For example, you can use this step with a Redirect step to transfer a call to another extension or with a Prompt step to play any of a ‘number of voice prompts. This is a summary of the properties to be configured in the Get Call Contact Info step customizer: Call Contact: Default is Triggering Contact unless another contact is defined. 1g Number: The number of the originator of the call. If the call is an outbound call, this would be the number dialed out, (ANI) = Called Number: The number called from the perspective of the calling party. (DNIS) m= Arrival Type: — _ UNKNOWN: The system is unable to determine how the call arrived. — DIRECT: An incoming call that comes directly from the originator. — _ REDIRECT: An incoming call that was redirected to this script. — FORWARD_ALL: An incoming call that was forwarded from the destination of the original call — FORWARD_BUSY: Call that was forwarded to the current script because the original extension was busy. 510 Deploying Cisco United Contact Center Express (UCCXD) v2.0 (© 2007 Ciseo Systems, ne.— FORWARD_NO_ANSWER: A call that was forwarded to the current script because the original extension exceeded the maximum number of rings. — TRANSF feature, .n incoming call that originated locally as part of the Transfer = Last Redirected Number: The number from which the last call diversion or transfer was invoked. This is the number at which the call was placed immediately before the current number. = Original Called Number: Number called from the perspective of the called party. 1© 2007 Cisco Systems, ne. Basie Soipt Eator Steps 1Delay The Delay step is used to pause script processing for a specified number of seconds, To customize the Delay step, enter the time to delay in seconds or any valid expression, You can use the Expression Editor to help you build and validate your expression Delay * Delays the scriptin (eae seconds x = Paces the script 2. « Allows time for Er saraoenntne tecerrenn caller to write or process information * Example: Delays the script for 2 seconds As an example, the Delay step could be used to insert a pause between the delivery of information to the caller and the next menu selection. This would allow the caller time to write down the information. 5512 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.Summary This section summarizes the key points you leamed in this lesson. Summary * Starting a new script * Start and End steps * Accept and Terminate steps. = Annotate step (Comment) * Play Prompt and Extended Play Prompt steps * Get Call Contact info step = Delay step References For additional information, refer to these resources = Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference = Cisco CRS Seripting and Development Series: Volume 3, Expression Language Reference = Unified CCX CTI Protocol Developer Guide Cisco CRS Historical Reports User Guide = Cisco CRS Historical Reporting Administrator and Developer Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Lab Exercise 5 to start your new seript. (© 2007 Ciseo Systems, nc. Basle Scipt Edior Steps 5-13Lesson 6 Caller and System Inputs Overview This lesson discusses the Script Editor Steps and procedures to accept DTMF input from a caller. Procedures to accept speech from a caller are covered in a later lesson. To support the discussion, we will use the Script Editor to enhance the Locator workflow script to accept caller input that includes: m= AGet Digit String step to collect Zip Code digits from the caller m= A Menu step so the caller ean select the type of physician to be located from a list Now that we have learned to accept a call and play a message, the next step is to aecept input from the caller. What the caller inputs is placed into variables and used by the script, Proper collection and storage of the caller inputs allows the script to assemble a database query to locate the physicians. If-callers are to perceive CRS workflows as valuable, scripts must be designed for easy use. Menu choices should be limited (best practice maximum is 5), presented in most likely order and consistent (e.g., use same key for ‘repeat information’ in all situations) In setting up prompts, a key decision is whether to allow callers to “barge-in” or interrupt the prompt. To allow experienced users to interact efficiently with the script, interrupt is typically enabled for prompts that route calls and/or collect information. “Barge-in” is typically turned off for error announcements. If a caller is having difficulty, the error announcement can help the caller understand how to interact successfully with the seript. Additionally, several script steps provide input from the system to provide system information such as called number, ASR status, and language, The information may be inserted into variables and the script can evaluate the variables to alter the logical flow of the call through the script. An example isto play the sales message if the called number is the sales number.Objectives Upon completing this lesson, you will be able to add functionality to the script using the steps to collect information from the caller to determine the caller’s abjectives. This ability includes being able to meet these objectives: © Collect information from a caller by presenting a list of choices using the Menu step. = Collect digits from a caller by using the Get Digits step © Get information from the system to alter the logic of the call flow = Validate, save as, upload, refresh and debug the seript ©2 Deploying Cisco Unifed Contact Genter Express (UCCXD) 20 {© 2007 Cisco Systems, IncLabel Use the Label step to identify a specific location ina script. Right-click he Label step and select Properties. This displays the eustomizer where you enter the label name. Labels are usually defined as the target for a Goto step within the same scrip. Label Serr * Milestone in script * Enter Label Name * All caps recommended * Used for logic branching = May be embedded into most steps = Find Label function * A place to “Go To” (© 2007 Cisco Systems, ine. Caller and System Input «63Goto Use the Goto step to cause the script logic to branch to a specified Label step within the same script. In the customizer, select the Label from the drop-down list. An example of 2 Goto step ‘would be to allow a caller to go back to the main menu. Goto * Select a label to Goto * Label must exist in the pull-down menu The Goto step, in conjunction with a Label step, allows the script programmer to jump to any ‘other section of the script. (64 Deploying Cisco Uniied Contact Genter Express (UCOXD) v2.0 {© 2007 Cisco Systems, neLabel and Annotate ‘The Label and Annotate steps are now embedded into the properties of many steps Colors Label and Annotate Simms * Label and Annotate may now be embedded Label into most steps. * Script text colors ~ Labels: Blue ~ Steps: Dark Green ~ Qutput Branches: Red- Brown Annotations: Gray ~ Descriptions: Black = Find Label function Fy Se rome DD conact rare The script is now color-coded for ease of use, The color code is as follows. = Labels: Blue = Steps: Dark Green = Output Branches: Red-Brown = Annotations: Gray = Descriptions: Black {© 2007 Cisco Systoms, Ine Caller and System Input 65Get Digit String UUse the Get Digit String step to capture either a DTMF or spoken digit string from the usr in response toa prompt, When using ASR, the prompt should ask the caller to "pressor say” the digit string Get Digit String Get Digit String listens for input until the caller: + Presses the terminating key (#) * Exhausts the defined maximum number of retries defined in the step * Does not respond before timeout limit is reached * Enters the maximum number of keys (best) * Spoke a complete utterance of the digits (ASR) The Get Digit String step waits for input until the user does one of the following: = Presses the terminating key (DTMF only) = Exhausts the defined maximum number of retries = Does not respond before timeout limit is reached = Enters the maximum number of keys (DTMF only) = Spoke a complete utterance of the digits (ASR) G6 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, In.About Output Branches In ASR mode, the step can take an entire spoken digit string, but only returns the digit result up to the specified Input Length. Users must speak digits individually. For example, | 2 3 4 must be spoken “one-two-three-four” instead of “twelve thirty-four”. Get Digit String: About Output Branches = Depending on caller 2 cer.ze.cove seme input validity, three Fo ate a -tasenco) output branches a = Successful: Input L aad was valid croc ceteene Timeout: After retry oC ntcaeteres = 21 Im was reached, Bw cen rons the lat try tne out ak Unsuccessful After ry aera limit was reached, aS aninvats key wat oe pressed, ofc invalid Tee Walue was spoken a + Default Output Branches ——— available for most steps CREE meccocn The Get Digit String step provides three output branches: m= Suecessful: Input was valid = Timeout: After the retry limit was reached, the last try timed out. m= Unsuccessful: After retry limit was reached, an invalid key was pressed, or an invalid value was spoken The Get Digit String step is usually used in conjunction with another step. For example, if the caller entered an extension at the input step, the value would be stored as a value in a variable. ‘The value could then be used in the Redirect step to transfer the caller to a directory number. ‘The following sections describe the four tab options of the Get Digit String step. (© 2007 Cisco Systems, Ine Calor and System Input G7General and Prompt Tabs These are the General and Prompt tabs. Get Digit String: General and Prompt Tabs = Contact * Result Digit String (Variable) = Prompt to be played = Barge In * Continue on prompt errors sewn The following parameters are configured on the Get Digit String General tab: = Contact: The default is Triggering Contact, unless another contact is specified = Result Digit String: The name of the variable that stores the keys that the user enters or speaks. = Interruptible: Yes or No. If Yes, the seript interrupts the prompt as soon as the system finds an available agent. If No, the prompt completes before any entered keys are processed. Use the Prompt tab of the Get Digit String step to specify a prompt, and set Barge In and Continue on Prompt Errors status. = Prompt: Prompt to be played to the caller to ask for digits, must be specific and concise. = Barge In: If Yes, the caller can interrupt the prompt. If No, the prompt must complete playing before the caller can respond. Continue on Prompt Errors: If Yes, the step continues with the next prompt in the list if'a prompt error occurs, o. if this prompt was the last in the list, the step waits for input from the caller. If No an exception results, which can then be handled in the script. 8 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Ine.Input and Filter Tabs ‘These are the Input and Filter tabs, Get Digit String: Input and Filter Tabs * Input length * Terminating key * Cancel key * Max. retries * Initial timeout * Interdigit timeout * Flush input buffer * Clear DTMF buffer on retry Use the Input tab of the Get Digit String step to set conditions for receiving the caller's input. = Maximum Retries: The number of times a new entry can be entered after a timeout or invalid key, After the maximum number of retries is reached, the step continues on the Timeout or Unsuccessful output branch, depending on whether the last try timed out or an invalid key was entered. Upon retry due to an invalid key, a system prompt plays if none is specified. A “0” value means that no retry is allowed and thatthe script must handle the retry scenario = Initial Timeout (in see): The time the system waits for inital input from the user. Interdigit Timeout (in see): The time that the system waits for the user to enter the next digit, afler receiving initial input from the user (DTMF). Flush Input Buffer: A Yes value causes the system to erase previously entered input before capturing user input, The default value is No, which allows callers to type ahead and have the previously entered data saved. = Clear DTMF Buffer on Retry: If this value is Yes, the script clears the DTMF buffer before each retry Use the Filter tab of the Get Digit String step to specify the input length the specific digits that can be accepted from the caller. Ifthe caller enters digits that are not allowed, the system plays. an error prompt for the caller and retries the step until the maximum number of reached. At that time, the Unsuccessful output branch executes, = Input Length: Maximum number of digits or characters. When this limit is reached, the script uses input already entered. If you are using a terminating key, remember to include it when determining the Input Length {© 2007 Cisco Systems, Ine. Caller and System Input© Terminating Key: Key used to indicate the end of user input (DTMFonly). The terminating key overrides the Maximum Input Length to terminate input. Ifthe caller enters, the terminating key before entering all requested input, the Successful output branch will still be taken, so be sure to validate the input length, = Cancel Key: Key the user presses to start over. {10 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ncExtended Get Digit String ‘The Extended Get Digit String step behaves exactly like the Get Digit String step. with two ‘exceptions. First, with the Extended Get Digit String step, you can enter a Boolean expression for the Interruptible and Clear DIMF Buffer on Retry fields. Secondly, although the same limits apply to both steps, most of the Extended Get Digit String properties can be defined using variables that can be changed while the seript is running, * Boolean-Type expressions for: Input length ~ Terminating key Interruptible Bnew see te = Flush DTMF Buffer on Retry — Barge In ~ Continue on Prompt Error Flush Input Buffer ~ Clear DTMF on Retry General Tab = Contact: The default isthe Triggering Contact, unless another contact is specified m= Result Digit String: Variable that holds the resulting digit string. = Interruptible — False: the step completes only after the prompt is played. — True: the step completes when an agent becomes available. Prompt Tab = Prompt Input: Prompt used for caller to input digit string, = Barge In — Iftrue, the caller ean interrupt the prompt. If false, the prompt must complete playing before the caller can respond = Continue on Prompt Error — If true, the script continues to the next step in the seript. — If false, an exception is thrown, which can then be handled in the script, (© 2007 Cisco Systems, Ine Caller and System input 6-11Input Tab . Input Length: Maximum number of digits or characters, When this limit is reached, the script uses input already entered, Maximum Retri invalid key. A “( retry scenario, : The number of times the entry can be started over after a timeout or an value means no retries and that the script must handle the Initial timeout (in see): The time the system will wait for initial input from the user Interdigit timeout (in sec): The time that the system will wait for the user to enter the next digit, after receiving initial input from the user. Flush Input Buffer: If the expression evaluates to true, the system erases previously centered input before capturing user input Clear DTMF Buffer on Retry: Ifthe expression evaluates to true, the script clears the DIMF buffer before each retry. {6512 Deploying Cisco Unified Contact Genter Express (UCGXD) v2.0 (© 2007 Cisco Systems, ncMenu Use the Menu step to create a menu from which users can choose a series of options. The Menu step receives a single DTMF key entered by a user or a spoken word, and maps this entry to a series of option output branches. The system executes the steps that you add after each of these option output branches. Although the Menu step combines the functionality of a Get Digit String step and a Switch step, it allows the user to enter only one character. Menu * Based on caller Lg errpnscun ne Input, the Menu step will branch to one of its branches: = Output(s), one : branch for each ean cst neta) menu option Serre teenie (Ex: Internal “renee totam Medicine, ae Family Practitioners Sane tenes = Timeout 1 Steet * Unsuccessful tract taabaonn Phe TRANSFER CALLER 70 PHYOKNASSIS ‘The Menu step has the following output branches: © Output (you specify the Output names): Mapped to option output branch based on the caller's entry. For example, ifthe caller enters “1” for Internal Medicine, the entry is ‘mapped to the Internal Medicine output branch, = Timeout: After the retry limit was reached, the last try timed out = Unsuccessful: After the retry limit was reached, an invalid key was entered, ‘The following sections describe the tab options of the Menu step, {© 2007 Cisco Systems, ine, CCaler and System Input 6-19General and Prompt Tab Use the Prompt tab to specify the prompt file to be played for this menu step. Menu: General and Prompt Tabs * Contact = Interruptible ca bysystem — | © come teva . * Prompt tenet GH Ove ~ Prompt type variable or po Filename we ion » Barge In oni EH Che (caller) * Continue on prompt errors For the General Tab, the following entries apply: © Contact: The default is the Triggering Contact, unless another contact is specified = Options: Output branch labels, one label for each possible output value. You associate each label with one or more keys. This allows users to control branching in your script by pressing different keys or speaking different numbers. = Interruptible If Yes, the script can interrupt the step. — _IfNo, the step completes before any other process can execute. For the Prompt Tab, the following entries apply: = Prompt: Prompt to be played back to caller, provides directions as to what key to press, = Barge In If Yes, the caller can interrupt the prompt. — _IENo, the prompt must compl ng before the caller can respond. © pl = Continue on Prompt Errors — If Yes, the script continues to the next step in the script — If No, an exception is thrown, which can then be handled in the script. 6514 Deploying Cisco Unifed Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Input and Filter Tabs Use the Input tab of the Menu step to set the timeout setting, maximum number of retries, and Flush Input Buffer status. Use the General tab to associate DTMF entries (typically made by the user with a telephone keypad), or spoken word responses to a speech-enabled prompt, with an output branch label. You can associate multiple inputs with a single output branch label, but you can associate only one output branch label with a single input Menu: Input and Filter Tabs = Timeout Btwn ® eMaxreties fT * Flash input Core eee] buffer 7 TF oeonlbe mito * Five choices defined in filter * Family Practitioner is choice #2 For the Input tab of the Menu step, the following entries apply: = Timeout: The time the system waits for input from the user. You can use the expression editor with this field. When this timer expires, the system either replays the prompt or plays the system prompt that asks ifthe user is still there. =) Maximum Retries: The number of times the entry can be restarted after a timeout or = Flush Input Buffer — A value of Yes causes the sys new user input. invalid input response. After the maximum number of retries is reached, the Menu step continues on the Timeout or Unsuccessful output branches, depending on whether the last try timed out or an invalid input response was entered. A“ allowed and that the script must handle the retry scenario. value means that no retry is, em to erase previously entered input before capturing The default is No, which allows callers to type ahead and have the input saved, ‘There are five choices in this example. Choice number two is Family Practitioners, {© 2007 Cisco Systems. Inc Caller and Systom Input 6-415,Set Use the Set step to assign or change the value of a variable. The customizer for this step allows you to set the properties; for example, the Set step could be used to take the value of a variable assigned in Get Digit step, and multiply it by a certain rate variable that received its value from the corporate database. Set = Variable to be set = Type * Assign ~ Numerical value Another variable = Expression editor Variable/Type From the Variable drop-down lis, select the variable you want to assign a value to. The Type He (Tage ota, psc) Se seaeype = ypartnatene vive: ppeFaentrace automatically updated to reflect the selected variable. The variable may be set to the value of yet another variable as in this example. 6-16 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, In.Expression Editor Specify an Assign value or use the Expression Editor to help you build and validate your expression. Click the Expression Editor button to display the Expression Panel dialog box. Expression Editor * Create formulas using operators and variables * Expression Editor ‘on many steps = Operators can: ~ Provide Boolean tests (88. |I) ‘Compare (: Concatenate (+) ) Expressions Expressions are useful if you do not know the exact value at design time and instead enter a formula that can be evaluated at run time. The resulting type of the expression must match the expected input type or types. Many steps include an Expression Editor (...) button in the customizer window, whieh you can use to enter an expression. You can enter the expression in the text field, or you can use the drop-down menus for the type of expression you are using (© 2007 Cisco Systems, ne. Caller and System input 6-17Using Operators with the Expression Editor ‘The CRS Editor accepts the following operators, which are listed in order of execution priori Parentheses (): Works with any expression; allows you to give priority to the expression contained in the parentheses. Multiplication (*), Division (): Works with any number expression (integer, long, float, decimal, Biginteger, BigDecimal) Addition (+), Subtraction (-): Works with any number expression (integer, long, float, decimal, Biginteger, BigDecimal) Less Than (<), Greater Than (>), Less Than or Equal (<=), Greater Than or Equal (>=)Equal to (=), Not Equal to (!=): Comparison operands work only on String, Character, and Number operands. Testing for the constant is supported by the two equality operators. And (&&), Or (i: Works only with Boolean expressions. Concatenation (+): If the operands are Characters, then they are concatenated together, resulting in a new String 518 Deploying Cisco Unified Contact Genter Express (UGGXD) ¥2.0 {© 2007 Cisco Systems, In.Get Contact Info Use the Get Contact Info step to extract information from a particular type of attribute and store it in seript variables to make this information about the contact available to subsequent steps in the seript. Get Contact Info * Gets call info from Sse) trigger and system * Info in attribute is placed in variable value during run time * Example: Info can tell if the call supports ASR * Example: Info is provided to switch languages during run time Asan example, you can define a conditional prompt to use the condition expression 1Supported” to determine which prompt to create based on whether or not Automatic Speech Recognition (ASR) is currently supported for the call. (© 2007 Cisco Systems, Ine Caller ang System Input 6-19,Summary ‘This section summarizes the key points you learned in this lesson. Summary * Capturing caller responses and placing response into variables * Presenting callers with a list of menu choices and responding to the choice of the caller * Cause the script to branch as a function of caller inputs * Assign, set and modify variable values References For additional information, refer to these resources: = Cisco CRS Seripting and Development Series: Volume 1, Getting Started with Scripts Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Cisco CRS Seripting and Development Series: Volume 3, Expression Language Reference & Unified CCX CTI Protocol Developer Guide = Cisco CRS Historical Reports User Guide Cisco CRS Historical Reporting Administrator and Developer Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: @ Lab Exercise 6 to continue script development 1620 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 {© 2007 Cisco Systems, ne.Lesson 7 Database Access Overview This lesson discusses the deployment processes required to access and query an ODBC- compliant SQL database. The database steps use the values in the variables physician, Type, and Zip Code that the caller has provided in previous steps during run time. To automate basic transactions, CRS workflow scripts make use of the enterprise databases of the customer for information about callers, available services, and/or business guidelines. Continuing with our “locator” workflow, we will access a database that will return the names, phone numbers, and addresses of health care providers by type within the Zip Code of the caller. In the upcoming lab exercise, you will be accessing a database (Data Source Name: IP IVR) and the table (Physician Locator) to identify health care providers within the Zip Code of the caller. Locator applications are frequently used by Health Management Organizations (HMOs), Dental Management Organizations (DMOs), department stores, banks (ATM locations), and parcel services (drop-off boxes). Objectives Upon completing this lesson, you will be able to add functionality to the script using steps to ‘acquire information from a supported SQL. database. This ability includes being able to meet these objectives: = Connect to a database = Read and get information from the database by creating a SQL query within a seript step m= Reference database locations = Write information to a SQL database = Close the database connection and terminate database resourcesDatabase Overview As a review, we will address accessing data from an enterprise database, Database Overview * Editor Steps ~ DB Read Gateway DB Get ce | = DB Write Psy ea — DB Release Ma u * Cisco-Supported Databases MS SQL Server ~ Sybase Emerprise Databases ~ Oracle (Customer's SQL IBM DB2 Databases) * See Software and es — Ff Hardware Compatibility Guide for versions RS Aeoston Supported SQL Databases Scripts may query enterprise databases for user information. All databases must be ODBC- compliant. The CRS Server must be administered to locate the ODBC database used for the CRS workflow scripts, The resulting Data Source Name (DSN) is used within the steps. Currently supported databases include: Microsoft SQL Server Sybase . = Oracle . IBM DB2 7-2 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, ineStructured Query Language (SQL) CRS Workflows allow you to access the supported ODBC database using steps that embed Structured Query Language (SQL) commands. SQL is the standard communication language between scripts and database systems. The database is organized into a series of tables that can be accessed and updated using the following steps. It is recommended that you familiarize yourself with SQL commands to fully utilize the potential of these steps. The following SQL commands are not supported in the database steps: ‘= Join queries that retrieve columns with the same name from different tables = Aliases of column names m= SELECT count (*) m= SELECT min (*) Database Steps The CRS workflow database steps allow you to: = Connect to a database server (DB Read) ® Get database field values (DB Get) = Disconnect from a database server (DB Release) Write database field values (DB Write) To get field values from the database, you will use the DB Read, DB Get, and DB Release steps. To update/insert field values in the database, you will use the DB Write and DB Release steps. {© 2007 Cisco Systeme, ne. Database Access 73CRS Database Configuration ‘The CRS Server must be configured for Microsoft’s Open Database Connectivity (ODBC) s0 it can locate, authenticate and acquire data from the database tables. Additionally, the CRS Database subsystem must be configured for each database that the CRS seripts will access. ODBC Configuration on CRS Server ‘The ODBC setup is done through the Windows Start > Settings > Control Panel > Administrative Tools > Data Sources (ODBC). Configuration: ODBC on CRS Server = Permits authentication ‘Te tide panne an OBE srg ca ce we and access to SPST! iret ae eget remote databases —— * Select System Zi DSN tab pcre, seria. * Creates Data pee Source Name (DSN) 7-4 Deploying Cisco Unified Contact Center Express (UCCXD) +20 ‘© 2007 Ciseo Systems, neODBC Configuration on CRS Server (Cont.) ‘The authentication to the SQL server must be done via the SQL Server authentication, not the Windows NT Server authentication, ‘The Windows NT Authentication us only used when the CRS script needs to ac the CRS database. Configuration: ODBC on CRS Server = Authentication mode = SQL Server ee ee authentication only i (= Dias mmr supported * Login and ID is for SQL database = When script needs to access CRS database, use Windows NT authentication = Test connection on last window * Change the default database to the new database = Test connection on last window {© 2007 Cisco Systems, ne. Database Access 7-5CRS Database Subsystem The CRS Database Subsystem is, Database, ssed through CRS Administration > Subsystems > Configuration: CRS Database Subsystem » Data Source Name (DSN) Enterprise D Lvsystem Configurati = User Name ° + Passwords cnn “ ee = Max Connections Determined by Erlang B calculations wunw.erlang.com a) (a) ~ Consumes database seat licenses To add a new data source, the following fields are addressed: |= Data Source Name: The Data Source Name that was configured when an ODBC Data Source is defined = Username: The Username defined for connecting to the enterprise database in this field = Password: The Password defined for connecting to the enterprise database = Maximum Number of Connections: Maximum number of connections allowed to connect, to the database These connections are started when the CRS server is started and immediately consume seat licenses. The number of connections required are calculated using holding times on the database, number of calls in the busy hour and Erlang B. 7-8 Deploying Cisco Unified Contact Center Express (UGGXD) v2.0 (© 2007 Gisco Systems, ne.DB Read ‘The DB Read step is the first of two steps used to acquire data from a SQL database. DB Read * Initial step for database access * Each DB Read “resource” provides unique access to database, presents unique data + Multiple sessions = Executes a SQL SELECT command for retrieval of data from database * Used with DB Get step ‘The DB Read step is used to choose a database and to enter required SQL statements to obtain the data required for a script. Use the DB Get step after a DB Read step to assign the results of your query to specific variables, When you are finished with a database, use the DB Release 1p to free the connection to the database server. |= DB Read is the initial step to retrieve information from a corporate database. ‘= Each DB Read command is a separate access point to the database for extracting different or unique data. = There can be more than one DB Read session open at any particular time, and each one has resource name. Within the DB Read step is an SQL SELECT command that defines what data the DB Read will retrieve. DB Read does not actually retrieve the data, but only sets up an access point (much like an SQL cursor). = DB Read works in conjunction with DB Get to actually retrieve the physical data. '© 2007 Cisoo Systems, nc Database Access 77General Tab ‘The DB Read General tab allows you to set up the name of the database connection Seen DB Read: General * DB resource name gusumons * DB Resource name * Timeout (in sec) = Refresh database schema = Three Branches cermonatane, Sibi ~ Successful ~ Connection Not Available SQL Error Fields to be addressed include: = DB Resource Name: The DB Resource Name is a name associated with the SQL SELECT command for this DB Read step. Create the variable in the Variable window (does not require an assigned value). Next, enter the variable name in the DB Resource Name field = Data Source Name: The Data Source Name drop-down list contains the Data Source Names (DSNs) specified on the database subsystem of the CRS Administration interface. Select the database you wish to access. ‘= Timeout (in seconds): The timeout interval keeps your script from hanging while it waits for a database that may not be available. Specify the number of seconds for the timeout interval Refresh Database Schema: The Refresh Database Schema button allows you to update the Script editor with any database changes. 7-8 Deploying Cisco Unified Cantact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, ncSQL Tab The SQL tab allows you to establish the SQL syntax used to define the connection, and the information that will be retrieved by the DB GET step. DB Read: Field Selection = SQL SELECT command armen s Test: 0,2,? |B rosa * Show all table ere fields, tool eo recs « Shows table Frese tgaciee names so SQL query can be constructed = SQL Command: Enter the SQL SELECT command to be executed in the SQL Command field, This SQL SELECT command will be associated with the DB Resource Name specified in the General Tab for this DB Read step. = Test: Clicking on the Test button tests the database connection and SQL SELECT command, then shows the number of rows returned, — If your Script editor does not have ODBC connectivity to the database, a returned. Also, if you are using an SQL SELECT command that uses a variable that does not have a value until run time, a “0” is returned, Either an integer o a zero indicates the syntax is correct according to the Cisco Script editor. To test, replace the variables in the SQL statement with known values (within single quotes) to get a count of rows retumed. — Ifthe SQL SELECT command is invalid, the Number of Rows Returned will have a?" in the Number of Rows Returned box, = Show All Fields: To display table fields, select the database table from the Show All Fields drop-down list. The database fields automatically appear in a separate window (see the next page). This is useful if you are creating the SQL command and need to know the field names and their proper spelling and case, (© 2007 Cisco Systems, ne Database Access 7-9Table Fields This information is useful if you are creating the SQL. command and need to know the field names and their proper spelling and case. DB Read: Table Fields ‘Database GREER neeerennssresenenesrrrag * Table Xref * Database ELECTS is tothe f= she field ss names and data type * This tool is useful for coated writing SQL a aes queries To close the separate window, click the elose icon. 7-10 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneAnnotate Icon The Annotate Icon allows you to enter a text description for this DB Read step. DB Read: Annotate = Permits comments about this DB Read step = Use Step’s Annotation icon {© 2007 Cisco Systems, Ine Database Aconss 7-11DB Get ‘The DB Get step is used to assign the results of the SQL query, defined in the DB Read step, to specific variables that you will define using the Variable pane, Before you can use a DB Get step, you must use a DB Read step to define the SQL statements and identify the target database DB Get * Must follow DB Read step in script * Retrieves one record (row) from Select command defined in DB Read = Stores data into assigned variables * To get additional records, step must be repeated until “No Data” is found * Looping logic must be built into script to get additional records Each time the script executes the DB Get step, one row of the results returned by the DB Read step is retrieved and placed in the variables you assign. To move to a different row in a table, you must execute the DB Get step again. DB Read defined an SQL SELECT command that could retrieve multiple rows of data from a corporate database. Although you have defined what data you want retrieved, no data has ‘actually been brought across to your script. DB Get allows you to extract the data and assign the results of the SELECT command defined in DB Read to specific variables defined in the Variable window. Each time DB Get executes, ‘one row of the result set is retrieved and placed in the assigned variables. When a row has been extracted from the SELECT command defined in DB Read, there is no way to go back to it within this DB Read. The script designer can perform a DB Release and create a new DB Read to start extracting the data again, 7-12 Deploying Ciseo Unied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ineGeneral Tab * DB Resource Name * Data Source Name * Refresh Database Schema = Three Branches Successful No Data ~ SQL Error Fields to be addressed include = DB Resource Name: To get results from an SQL SELECT command, select the associated DB Resource Name established during DB Read. = Data Source Name: This field will automatically populate when you select the Data Resource Name. Your editor must “see” the database by ODBC administration. = Refresh Database Schema: The Refresh Database Schema button allows you to update the Script editor with any database changes, {© 2007 Cisco Systems, ne. Database Access 7-13Field Selection Tab ‘The Field Selection Tab allows you to assign database fields to variables. Variables must be cess = Number of rows 1 ccxcenmtnt mine altered = Altered and changed GO Cee Le Execute: The Execute button allows you to test the database connection and the validity of the SQL UPDATE command. It also shows the number of rows altered if the UPDATE command were executed. 7-20 Deploying Cisco Unified Contact Genter Express (UCCXD) v20 (© 2007 Cisco Systems, ineAnnotate Icon ‘The Annotate Icon allows you to enter a text description for this DB Write step. DB Write: Annotate “Text description § EES Tc eA] for this © eamcomee DB Write step Bi Shere as or rn + Use annotate icon to access {© 2007 Cisco Systems. In, Database Access 7-21DB Release ‘The DB Release step is used after a DB Get or DB Write step to close an SQL query and release the allocated resources. The system retums a released DB connection to the cont pool, and data is no longer associated with this connection. ‘ion DB Release Overview * Final database access step = Closes the SQL command and releases database resources * Clears database resources, makes available to other sessions = Released resources make database resources available to other calls = Consideration of maximum licensed database connections DB Release is the final database access step. It works in conjunction with either a DB Read or a DB Write step. The DB Release step closes the SQL command defined in the DB Read or DB Write steps, and releases the resources used by the database management system (DBMS) to service these commands. 7-22 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, IneGeneral Tab ‘The DB Release step releases the DB resourc 10 allow other sessions access. DB Release «OB resource nametobe © CLLRS SPSS) released + Releases Resource Namo Created in ether 08 Read caraansts ac or DB Wie steps + Refresh database schema SePhysiians| (TRetresh Gatnbase Scrame_) = DB Resource Name: Specify the resource name to be released by selecting the associated DB Resource Name (the same DB Resource Name specified in the DB Read or DB Write step.) = Refresh Database Schema: The Refresh Database Schema button allows you to update the Script editor with any database changes. {© 2007 Cisco Systems, nc Database Access 728DB Step Branches Depending on connectivity and SQL verification, the DB Read, DB Write, and DB Get steps have three branches, Individual DB Read and DB Write steps each have a Successful branch, a Connection Not Available branch, and an SQL Error branch. Each DB Get step has a Successful branch, a No Data branch, and an SQL Error branch. The definitions for these branches are as follows: DB Step Branches Successful esd sesamce: , databace: Connection not available, can't get c pot avaliable from CRS Server to database SQL error, SQL Server rejects the query, bad syntax No data, cannot get any more records for this query ‘Steps may be placed YA Conneetion Net avai under each branch Sh Sat Err Example: Goto or annotate Branches = Successful: Connectivity to the database server and the SQL command verification was successful = Conneetion Not Available: Failed to connect to the database server © SQL Error: SQL command failed verification (ie. invalid SQL command) = No Data: SQL command verification was successful, but no results were returned 7-24 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneSummary This section summarizes the key points you leamed in this lesson. Summary DB Read to set up a connection to a database DB Get to get records based on the DB Read connection DB Write to write information into a database record DB Release to release the connection to the database References For additional information, refer to these resources: = Cisco CRS Seripting and Development Series: Volume 1, Getting Started with Scripts = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Cisco CRS Seripting and Development Series: Volume 3, Expression Language Reference = Unified CCX CTI Protocol Developer Guide Cisco CRS Historical Reports User Guide = Cisco CRS Historical Reporting Administrator and Developer Guide Next Steps For the associated lab exercise, refer to the following, ion of the course Lab Guide: Lab Exercise 7 to continue the script development, (© 2007 Ciseo Systems, ne. Database Accass 7-25Lesson 8 Logical Operations Overview This lesson discusses the Script Editor steps and procedures to establish logic flow for workflow scripts. Continuing with our “locator-type” healthcare script, we will now create a logic flow that will tenable the script to count physician assistants for a particular query (matchCount), implement delays, and implement retries based on Boolean logic, CRS workflow scripts can tailor behavior for different types of customers. Seript logic can vary based on caller characteristics und/or caller behavior. For example, financial services scripts ‘may route callers differently, depending on caller deposit or loan balances. Scripts may incorporate counters to help callers exit easily from error situations. Most businesses allow two or three total caller attempts before routing the call to a CSR. Objectives Upon completing this lesson, you will be able to add functionality to the script using steps to acquire information form a supported SQL database. This ability includes being able to meet these objectives: ‘= Apply Boolean logic in scripts Create and modify counters = Create and manage timing loops = Redirect script logic based on the evaluation of “If” statements = Use Call Subflows as reusable scripts Create specialized promptsIncrement Use the Increment step to increase the value of a selected integer variable by one. Increment « Increments b Variable value by1 * Integer values only * To increment twice, add another step In the Customizer for this step, simply select the integer type variable you want to increment from the drop-down list; for example, in the Increment slide you could be incrementing a variable used to keep track of the number of tries a caller has attempted to enter input, 82 Deploying Cisco Unified Contact Canter Express (UCOXD) v2.0 (© 2007 Cisco Systems, IncDecrement Use the Decrement step to decrease the value of a selected variable by 1. Select the integer type variable to decrement from the drop-down list. Be cautious when the value approaches 0 or -1 as the subsequent math or expressions using this value may fail Decrement = Decrements Variable value by1 * Integer values only * Caution when approaching 0 or-1 (© 2007 Cisco Systems, ne Logical Operations 83If Examples: Use the If step to cause program logic to branch, based on the evaluation of a specified Boolean expression. Use the Customizer to enter a Boolean expression, Valid operators for the Boolean expression are as follows If + Conditional expression sae * Expression = ® Not equal Editor i Le ao ooica * Output —t— branches: Logical AND true or false Less than of equal * Boolean ‘Greater than or equal to operators < Less than > Greater than You can use the Expression Editor to perform a validity check on your expression; for example, ‘you could use the If step to check the number of times a caller has tried to enter input. = cashBalance == pocketMoney , this means if the value of a variable cashBalance is equal to the value of the variable pocketMoney, the call will encounter the “true” branch of the I step 1 memberld == callerld && calledNumber == "2000", this means if the value of the variable memberld is equal to the value of the variable callerld AND if the value of the variable calledNumber is equal to 2000, the call will encounter the “true” branch of the If step oa Deploying Cisco Unified Contact Center Exprass (UCCXD) v2.0 (© 2007 isco Systems, In.If Step Creates True and False Output Branches Only two logical branches can follow the If statement, true or false. * Conditional expression * Expression Editor * Output branches: true and false tC AGolSyare PeCRADNPCCHS A) ‘The If Step automatically adds the following two outputs branches: = True: Steps following this output branch are executed if the expression is true. = False: Steps following this output branch are executed if the expression is false. {© 2007 Cisco Systems, Ine Logical Operations 8SSwitch Use the Switch step to cause the program logic to branch to one of a number of cases, based on the evaluation of a specified expression. Switch * Switch Value, variable with value to be evaluated * Cases can be string, integer or language = Label for branches = Example Silver, Gold and Platinum card holders = Add, Delete or Modify A case is a method for providing script logic based on the value of a variable at a point in time. You can assign one case for each value. The Switch step lets you define any number of case ‘output branches, with each branch available for you to create its own script logic. There is no practical limit to the number of connections. ‘Steps, which you add following a specific case output branch, execute if the integer or string expression you specify for that case is equal to the global expression defined in the Enter Variable or Expression field. The Default branch of the step allows you to handle those cases where none of the branches. matches the expression. = Switch Value: The variable or expression to be used when evaluating each Case. Use the Expression Editor to help you build and validate your expression. = Cases: Branch conditions based on the variable value or expression that was acquired either from the caller, or asa result of a database query. = Label: The name of the Branch as seen in the Editor. The script can then treat the call as a function of the output branch to which the flow was routed. ‘The switch step can be used to evaluate the called number of the application triggers and route the call accordingly. Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, In.Add Button Use the Add button to create a new branch condition, Enter a condition in string, integer or Janguage value and a descriptive label for this branch condition, Switch: Add Button * String Case, quotes required * Integer or String + Output Label Name eS = Value: This is the string, integer or language retrieved from the variable or expression. ‘The resultant window automatically shows/reflects the type selected. = Connection: This is the name of the connection branch after which steps will be added to cause the script to react to the Case. {© 2007 Cisco Systems, ne Logical Operations erCall Subflow Use the Call Subflow step to execute or module in structured programming, subflow script. A subflow is analogous to a subroutine Call Subflow Executes another = parent Script Child (subflow) script file Script * Analogous to = subroutine = Script must reside in Colest member 1D same repository as parent script ca suoow, * Call returns to parent ee 7 script (Check memberiD in DB « Examples: Call com land get namo, address, transfer, position in _‘membe queue, estimated sees: hone. emai wait time Subflows are Independent CRS Scripts A subflow is an independent workflow script created with the CRS Editor that can be reused in other scripts. You can also call subflows from within seripts that are themselves used as subflows. The subflow script must reside in the same location as the script that cals it The original workflow is referred to as the “parent”, the subflow script is referred t0 as the “child” Examples of Subflows might be: CallerTransfer.aef: A standard method for all workflow scripts to transfer calls = DirectionsToOurSite.aef: An script to provide directions for all Workflows to use. = CallerTrouble.aef: A standard procedure to handle caller trouble, check for in hours and transfer a call = SystemTrouble.aef: A standard procedure for all scripts to be used when a database or other portion of infrastructure is disabled. = PositioninQueue.aef: A script to evaluate the caller's position in queue so the script can announce their place in queue. 188 Deploying Cisco Unified Contact Genta Express (UCCXD) v2.0 ‘© 2007 Cisco Systoms, Ine.General Tab Use the subflow field to enter the filename of the script we are calling a subflow. This filename is case sensitive. The script file must reside in the same folder as the seript that calls it Call Subflow «Filename of Subfow A Eee script * Child script must be | 2 s#rnn uploaded into wn Repository before uploading and refreshing parent script * Case sensitive script name {© 2007 Cisco Systems, Ine Logical Operations 8.9Debug Issues 810 Deploying Cisoo Unified Contact Centar Express (UCCXD) v2.0 Input Mapping Tab The Input Mapping tab allows mapping of values from the variables in the parent script to variables in the subflow. Changes made by the subflow script are changed in the parent variable. Call Subflow: Input Parameter Mapping + Maps variable value from parent script to S acaaltoataah amiss child (Subflow) script | lees sain sumrseinaen | C2) || * Must be same Pe variable type Sr) * Variable names can be different When you debug an script that uses subflows, the CRS Editor does not debug the subflows; it only checks the script you are debugging. You must separately debug each subflow using non- reactive debugging or place the script into an application and use reactive debugging. {© 2007 Cisco Systems, In.Output Mapping Tab The Output Mapping tab allows mapping of variable values from the subflow to variables in the parent script Changes made by the subflow script during run time are changed in the parent variable. Sa aa a | Call Subflow: Output Parameter Mapping * Output Parameter Mapping tab maps variables from child to parent * Maps variable from child (subflow) script to parent script (0 [ee Debug Issues ‘When you debug an script that uses subflows, the CRS Editor does not debug the subflows; it only checks the script you are debugging. You must separately debug each subflow Logical Operations 8-11 {© 2007 Cisco Systems, IncCreate Generated Prompt The previously discussed Play Prompt step only plays string, document, or prompt type variables. If we wish to play other types of information, such as integers, we must use the Create Generated Prompt step. Create Generated Prompt * Creates a returned prompt so it may be said in normal pace and emphasis * Provides generators to say prompts in a natural manner Telephone numbers, “303 (pause) 447 (pause) 2837" ~ Dates ~ Credit card numbers * Generation occurs when the returned prompt object is played back during run time * Allows for the generation to adapt itself based on the language of the call at the time the prompt is played back The Create Generated Prompt step is used to create prompt phrases from intermediate variables ‘whose values are dynamically determined based on run-time script information. Additionally, the spoken information can be formatted into currency, telephone numbers, spelled, or many other formats, After the prompt is generated, it can be played by any step that plays a prompt. 212 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, Ine.General Tab This is the General Tab for the Create Generated Prompt step. Create Generated Prompt + Many Generator Types = Constructor Type = Many Generator Types - cocci oe A - * Argument, Value to canna toe mas * be said * Override Language, aca temporary + Output Prompt, prompt type variable = Generator Type: Specifies what type of information is generated. = Constructor Type: Indicates the constructor type that corresponds to the generator type = Argument: Information list box lists the arguments and their value, = Override Language (optional): Specifies language in which the prompt is played back, = Output Prompt: Specifies which prompt from the drop-down list is the output prompt. {© 2007 Cisco Systems, inc. Logical Operations 8-13About Generator Types When you choose a generator type from the Ger erator Type drop-down list, the corresponding constructor types become available in the Constructor Type drop-down list. These constructor types provide information on what form to use for creating a specific prompt generator. * Number * Character * Spelling * Date = Time Seal * Ordinal * Currency * Country + Language * CC Number, CC Exp. Date * Telephone Number Create Generated Prompt: Types matcncount For example, in the Create Generated Prompt customizer window, the generator type wracter” is chosen. The two constructor types for “character” now appear in the Constructor ‘Type drop-down list. When the second constructor “character, play_all” is chosen, both the “character” and “play_all” arguments appear in the Argument Information list box To define items in the Argument Information list box, highlight and double-click the item. For example, by highlighting and double-clicking the “character” argument, the Define character box appears, in which the Variable Expression can be entered. Following are the various Generator Types: ‘= Number: Generated object has a number or string. Object Constructors are combinations of three parameters Number: Any number or String object defining the number to be played back. Gender: When the number has to be played back in a specific gender context, use this parameter to specify the context. Valid values are 0 for neutral, | for male, and 2 for female. Play.fall: Plays the number in full format (709 would be played as “Seven Hundred and Nine”) if this optional Boolean argument is true or omitted. Otherwise, the ‘number plays in brief format (709 would be played as “Seven Oh Nine”). Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Gisco Systems, Ine= Character: Object Constructors are combinations of two parameters Character: The character object to be played back. — _ Play_all: Optional Boolean flag indicating whether to play spaces, punctuations, and other special characters normally, instead of playing them as silence (ranging from 250)ms to $O0ms), = Spelling: Object Constructors are combinations of three parameters: — String: A String object to be played back, Object: An Object for which the string representation returned by the String.valuedf () method should be spelled out Punctuation: An optional Boolean flag indicating whether to play spaces, punetuations, and special characters normally or as silences. = Date: Object Constructors are combinations of five parameters Date: Any Date or Time object from which to extract the date to be played back. — skip.current.year: Ifset to run, the year does not play out if tis the same as the current year. ‘Year: The year of the date to be played out. This year must be specified in full (for example, 2002) Month: The month of the date to be played back. Valid values range from 1 to 12, where I represents January and 12 represents December. Day: The day of the date to be played back. Valid values range from 1 to 31 and are validated at run-time based on the specified month and year. = Time: Object Constructors are combinations of two parameters: — Time: Any date or time object representing the time to be played back. It can also be defined as a Number (integer, float, long ...) object that specifies the time to be played {0...2359], if the values is greater than 2359, then itis considered to be the ‘number of milliseconds since the standard base time known as “the epoch”, namely January 1, 1970, 00:00:00 GMT. Otherwise a number like 1234 will be played as “1234 PM”. — Hours: The day of the date to be played back. Valid values range from 1-31 and are validated at run-time on the specified month and year. © Ordinal: Object Constructors are combinations of two parameters, — Number: Any Number or String object defining the ordinal number to be played back. The supported range is from | to 999999. — — Gender: When the ordinal number has to be played back in a specific gender context, this parameter can be used to specify this context. Valid values are 0 for neutral, 1 for male, and 2 for female. {© 2007 Cisco Systems, Ine Logical Operations 8-15= Currency: Object Constructors are combinations of the following parameters: — _ Designator: Specifies the designator of a currency to play back (for example, USD is played back as “U.S. Dollar”) — Amount: The currency amount to be played back in the system configured default currency or in the specified currency Dollar: A number object representing the amount of currency unit to be played. Only the integer part of the number is played. The fractional part if any, is ignored. — Cent: A number object representing the currency sub-division to be played. Only the integer part of the number is played. The fractional part, if any, is ignored. — Colloquial: An optional Boolean flag, which specifies whether to use colloquial currencies’ representations (for example, “Dollars” instead of “US Dollars”). If omitted, the currency amount is played in colloquial format. Currency: The currency in which the amount should be played back. If not specified, the system default configured default currency is played back. ‘ountry: The only constructor supported is (Language language). The parameter language” is a Language (locale) object from which to get the country to be played back (for example, en_US is played back as “U.S.”). m= Language: The only constructor supported is (Language language). The parameter “language” is a Language (locale) object from which to get the country to be played back (for example, en_US is played back as “English”) Telephone Number: The only constructor supported is (String number). The parameter “number” is a String object specifying the telephone number to be played out as a sequen of digits "Credit Card Number: The only constructor supported is (String number). The parameter “number” is a String object specifying the credit card number to be played out as a sequence of digits Credit Card Expiration Date: The parameter are identical to the Generated Date constructors — If day is 0 or omitted — GeneratedDate (year, month, true) — _ Alllother cases — GeneratedDate (year, month, day, true) B16 Deploying Cisco Unifed Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Create Conditional Prompt Use t speci ¢ Create Conditional Prompt step to create a prompt based on the result of evaluating a ed Boolean expression, * Condition Expression, if true or false = Example: iar ~ If true and matchCount = ondton — matencourtet 4, then play *...physician was found, ~ If false, and matchCount is FaieePomet yseneF rd Tron Prmetpovseanfonnasn not 1, then play oveutPrenet eiseanaf wind physicians were found. * Output Prompt is step result and can be played by subsequent steps. ‘The prompts passed are evaluated immediately as prompt objects, but they are not resolved until the time of playback. This means that if the values of any variables entered as part of the expression change between the time this prompt was created and the time the prompt is played back, then the new value of the variable is used to evaluate the conditional expression, The following properties apply. = Output Prompt: Variable that stores the prompt that results from the Create Conditional Prompt step = Condition Expression: A Boolean variable or an expression resolving to a Boolean variable indicating which one of the two prompts to play back to the caller = Prompt If True: Variable or expression indicating the prompt to be played if the expression is True = Prompt If False: Variable or expression indicating the prompt to be played if the expression is False (© 2007 Giseo Systems, Ine Logical Operations 8-17Create Container Prompt Use the Container Prompt step to combine multiple prompts into one larger prompt. Create Container Prompt = Container Types SS ~ Escalating ~ Random ~ Concatenated eossewancen | = Example: Caller hears Facoemncecon "| three concatenated prompts stating the match count, the correct physicians found message and the zip code * Output Prompt is step result You can create three types of container prompts: = Concatenated Prompt: Contains a list of prompt phrases that are played back in a specific sequence. For example, for a prompt of “Your checking account balance is one hundred and sixty-eight dollars”, you can create a concatenated prompt that (1) begins with a user prompt “Your”; (2) continues with a conditional prompt that specifies a condition such as , and plays “checking account” if the condition is True or savings account” if the condition is False; and (3) ends with the balance amount | Escalating Prompt: Provides an initial question prompt with a minimal amount of information at first, and then adds additional prompt phrases if no response is given, For example, for a prompt that provides the caller with more information as needed, you can create an escalating prompt that, when passed to a media step such as the Get Digit String step, begins by playing the first concise prompt inside the escalating prompt, such as “What is your account number?” If the step fails to collect the account number due to the caller's failure to provide it, a second prompt plays, such as “Please provide your account number by either pressing the account number using your touch tone phone followed by the pound key, or simply speaking out the account number digits.” = Random Prompt: Plays back a series of promotional or informational messages in a random order while a caller is waiting for an available agent 818 Deploying Cisco Unified Contact Center Express (UCCXD) v2 {© 2007 Cisco Systems, ineSummary This section summarizes the key points you leaned in this lesson. Summary = Apply Boolean logic in scripts = Create and modify counters, = Redirect script based on evaluation of If statements, + Deploy Call Subflow steps + Create Generated, Conditional and Container Prompts References For additional information, refer to these resources: Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Cisco CRS Scripting and Development Series: Volume 3, Expression Language Reference ® Unified CCX CTI Protocol Developer Guide = Cisco CRS Historical Reports User Guide Cisco CRS Historical Reporting Administrator and Developer Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: Lab Exercise 8 to continue your script development, {2 2007 Cis00 Systems, nc Logical Operations 8-19Lesson 9 Caller Transfers Overview This lesson discusses the Script Editor steps and procedures to establish a call transfer function. This process determines the date and time of day to decide if'a call should be transferred to an agent or customer service representative. Continuing with our “locator-type” healthcare script, we will now create a logic flow that will cenable the seript to determine if an agent is available at this time and date. CRS workflow scripts usually allow callers to transfer to a service representative for questions. While the IVR portion of the script is available 24 hours a day, 7 days a week, call center employees may not always be available. Depending on the hours of operation of your call center, specific day of week/time of day combinations may need to be designated as “in hours” or “out of hours”, Before transferring a call, the script will check whether the call center is open. In “out of hours” situations, the script ‘may announce the normal hours of operation and suggest that the caller try again. The logic provided forthe caller transfer is logic that can be shared by other workflows, and lends itsel?to be created as a subflow es Upon completing this lesson, you will be able to add functionality to the script using steps 10 implement logie within your workflow seript, which includes the ability to Create day of week (e:g., weekend) and time of day (e-g., out of hours) ranges for different handling, m= Transfer calls to various extensions as a function of day and time. | Get information associated with a call. = Designate calls as completed for reporting, m= Determine if the caller has hung upCall Transfer Overview Now that the script has collected information from the caller, and more about the caller or information about their object objectives. Based on that understanding, the script can: sssed a database to learn e, the script can understand the caller's = Complete a self-service process where the caller’s objectives are satisfied and the caller does not require an agent conversation (account balance, directions, store location) o = The caller can be transferred to an agent or customer service person to so the agent can help the caller meet their objectives. Three Call Transfer Methods 1. Call Redirect Step = Simple Transfer to Directory Number No ACD Features — No Agent Desktop Software or IP Phone Agent 2. Call Consult Transfer Step = Adds Timeout and DTMF Digit Outpulse capability 3. Select Resource Step (selects Unified CCX agents) Selects Unified CCX Agent based on CSQ determined at run time ~ FullACD Features ~ Requires Agent Desktop Software or IP Phone Agent — This step will be discussed in later lessons Call transfer best practices apply to all three calll transfer methods There are three methods to transfer a call from a script. The script can encounter either a Call Redirect step, « Call Consult Transfer step, or a Select Resource (agent) step. 92 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.Day of Week Caution Basic Rule: Never transfer an active call to an empty desk or never transfer an empty call to an active dosk! ‘The Day of Week step causes the script to branch to different connection output branches, depending on the current day of the week. If the system clock of the CRS Application engine machine indicates that the day of week matches one of the days associated with a connection, then the steps for that connection output branch are executed. Day of Week « Connections Ser) ~ Monday thru i Friday mons Saturday Cuactens | Ehninsoy ~ Sunday eo ncey ~ Add additional Sines Sl tnesr connections if required * All seven days must be associated with a connection To associate a connection output with one or more days of the week, select the connection and ccheck the boxes for the days you want to associate with that connection output, For example, ‘you might have a connection output called Weekday and check the boxes for Monday through Friday to be associated with the Weekday connection output, ‘This example shows three connection branches for Monday - Friday, Saturday and Sunday. Note ‘All seven days must be associated with connection outputs for the Day of Week step to be valid {© 2007 Cisco Systems, Ine. Caler Transfers 93Time of Day ‘The Time of Day step causes the script to branch to different Connection branches, depending on the current time of day. Steps following a specific output branch will execute if the application engine’s clock indicates that the time of day matches the time associated with that connection, Each output branch is configured with a range of time. Time of Day * Connections _ (EEISEAaearmenesrrererenesrer - Add Modify — Delete + Time Ranges Add time ~ Modify time ~ Delete time * Add connections as required ~ Split shift, evening shift, lunch * Step may be used many times in script During run time, if the current time falls out of the configured time range, the script follows ‘The Rest branch of the Time of Day step. When using this step, make sure that the remote workstation being used is set to the same time zone as the application server on which this script will run. Hours of operation for each day may differ for some contact centers, thus this step may be used ithin the Day of Week connection branches for each branch, Note If the time zone is changed on a workstation while the CRS Editor is running, you must close the CRS Editor and restart it fr the time-zone change to take effect, ‘94 Deploying Cisco Unified Contact Center Express (UCCXO) v2.0 (© 2007 Cisco Systems. IneConnection Branches Use the Add, Modify, and Delete buttons to add, modify, oF delete a connection. Examples of connections might be: In Hours Night Shift The Rest Morning (specify time range using Start/End Times) Lunch Afiemoon After Hours Support The Rest ie Ranges, Start/End Times Each connection has an associated time range. You can associ Time of Day: Start/End Times * Select nga Range of Hours appropriate start and end times for new evening | stews ed me st shift connection | +=" soorwatews = un Tene OR «Err OWA c us many time ranges with a connection as you need. For example, if your connection output is called InHours, you could associate it with two time ranges, 8:00 AM-12:00 PM and 1:00 PM-6:00 PM. {© 2007 Ciseo Systems, nc Calor Transters 5Connections Example ‘The following is an example of a configured Day of Week and Time of Day step: Connections Example * Day of Week ~ Monday thru Friday = ~ Saturday = ager crn cen ~ Sunday Bocca maces + Time of Day iawanemnesn ceo Branches: = In Hours, FoF 7, ransren caer ~ Nght Shift Gite tgny cot ote ~The Rest nioaponh or {9 Deploying Cisco Unies Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, Inc.Check for Holidays ‘On a holiday, the contact center may be closed and you may need to alert your callers that this is a holiday and to call again. If your calling population is international, the callers may not be aware of our national holidays, as we are not aware of theirs. Check for Holidays * Check to see if today is a holiday WW holiday, play holiday message If not, continue with caller transfer + Requires a list of holidays stored in: ~ SQL database table or XML document or ~ Switch step * Lab exercises to follow Uses database tables and xml document The list of holidays for a contact center can be stored in: = SQL Database = XML Documents = Switch step Various scripting techniques can be used to access this information and cause the logie of the inge if today is a holiday (© 2007 Cisco Systems, ne CalerTransters 97Preparing for a Transfer There are script techniques to prepare for a transfer to include the following: Script Techniques For a Transfer * On Exception Goto Step: Script watches to see if the caller hangs up during the script run time * Set Contact Info Step: Set the call to be “Handled” before transferring = Get Contact Info Step: Check to see if the caller is abandoning before script encounters either the Call Redirect or Select Resource steps ‘We make an effort through the Day of Week and Time of Day steps to avoid sending a caller to ‘an empty desk. Now we need to avoid sending an empty call to an active or occupied desk. Caution Basic Rule: Never transfer an active call fo an empty desk or an empty call to an active desk 8 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems. IneOn Exception Goto or Clear ‘The On Exception Goto step sends the successful execution to a script label when an exception is generated, This allows the script to process exceptions that are thrown by any step in the seript On Exception Goto or Clear a Contact Inactive Exception can be “thrown” anywhere in script * On Exception Goto step “catches” the thrown exception * Example sends script call logic to DISCONNECT label * Exception deactivated by On Exception Clear In the above slide, we show an exception that states a caller has hung up (ContactInactive). When a caller hangs up, anywhere in the script including during a playing a prompt, the s *Ifacaller hangs up, (S==SEieremsesresnenreeserenn a will send the logic to the label specified. In this case the call will immediately go to the DISCONNECT label and the script will be terminated. (© 2007 Cisco Systems, nc Caller Transfers 28Set Contact Info Use the Set Contact Info step to enable the script to modify the generic information associated with a contact. As an example, you can use the Set Contact Info step to add another language to the top of the language context of contact. The generic contact values that can be set are: = Handled: Places an entry into the CDR records that indicates the call has been handled, or passed by this point in the script. m= Language: Sets the language for the contact, sets a variable value. = Session: Sets a new session ID for the contact, This is the customizer for the Set Contact Info step: Set Contact Info: Handled = Calls not handled by a CSR are considered “abandoned” * Marked “Handled” attribute reports this contact as “handled” in the call record, avoids abandoned classification * Language for contact can be set here * Variable types: session, language “Set” from Right to Left ey Configure the following parameters = Contact: Triggering Contact (default) unless another contact is defined = Attribute/Value (variable): Attributes and values of contact information types ‘A contact can only be marked as Handled as long as itis active. Once a contact becomes, inactive, (for example a successful transfer), the script has a maximum of 5 seconds to mark the contact as “Handled”, otherwise this step will have no effect on reporting Typically, the Set Contact Info step should be placed in the successful branch of a Redirect to mark the call as handled. The script location depends on business rules and a determination that ifa caller reaches this point, they have satisfied their objective. 0 Deploying Cisco Unified Contact Center Express (UCGXO) v2.0 {© 2007 Cisco Systems, ine.Get Contact Info Use the Get Contact Info step to make information about variables available to the subsequent script steps. For example, a conditional prompt may use the Condition Expression “asrSupported” to determine what prompt to create, based on whether an ASR is currently supported for the eal. Get Contact Info * Script can leam if a contact is aborting during run time wee Sigpaptas + A session ID can be sire es retrieved from a contact ed * Step also allows retrieval of: — Type Language ~ Active or Aborting — Session ID + “Get" from Left to Right ‘The information that the Get Contact Info step makes available to other steps in the script includes: = Type: String representing the type of contact: “CallContact, ‘HT TPContact.” “EmailContact,” or Language: Language object corresponding to the first language defined in the language context of the contact. = ASR Supported: Boolean value indicating if ASR is currently supported for the call. = Is Active: Boolean value indicating ifthe call is still active. = Is Aborting: Boolean value indicating if the call is being aborted = Session: Retums the Session object associated with the contact, if any © Handled: Boolean value indicating if the contact was previously marked as handled in the successful branch of a redirect step Now that your script has checked for exceptions, set the call as “handled, and determined if the call is abandoning, it is time to transfer the call using the one of the three transfer steps. {© 2007 Cisco Systems, ne CalerTransiers 8-17Call Redirect Use the Call Redirect step to transfer a call from the current extension to another extension. Configure the Extension property in the customizer for this step. Cail Redirect Step “Transfers caller pawpeaneerereereener res ssa from the script *Reset CTI Called | ® oo, Address vaunic: is * Output Branches consees: eat bi ~ Successful ~ Busy ~ Invalid ~ Unsuccessful = Do not follow with Terminate step Call Redirect Step The Call Redirect step redirects a call to another extension or CTI Route Point. The Call Redirect step is often used in self service (IVR) applications to transfer a call once a desired extension has been specified. The Call Redirect step offers only: = Simple transfer to a Directory Number = No ACD features ‘= No Agent Desktop Software or IP Phone Agents No agent login or agent ready capabilities = No call queuing From the Extension drop-down list, select the variable that will hold the extension you want to transfer the call to, This list contains variables previously defined using the Variable window. The Call Redirect step produces four output branches: m= Successful: Call was successfully transferred to the specified extension. = Busy: Specified extension is busy and the call cannot be transferred. ‘Invalid: Specified extension does not exist Unsuccessful: CallManager fails to set up call = The Call Redirect step has the following parameters: 92 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 {© 2007 Cisco Systems, Ine= Call Contact: Default is Triggering Contact, unless another contact is defined = Extension: A variable to choose from the Extension dropdown list to store the extension of the call = Reset CTI Called Address: Yes (default): resets the original destination of the call to the redirected destination, No: preserves the original call destination even after the Redirect step executes. ‘© 2007 Cisco Systems. Ine. Caller Transfers 9-13Call Consult Transfer Use the Call Consult Transfer step to perform a supervised transfer. Call Consult Transfer Step * Adds the following to the Call Redirect step: ~ Output Digits to define DTMF digits to be sent ‘concent ern cont Timeout in seconds Deranton kseaern © Cal omit rater CXaldstw.1200.¥., = Timeout branch for calls cto 22 that timeout and retum to script * Completes the call and outputs digits * Used extensively for callback features Call Consult Transfer Step The Call Consult Transfer step provides three additional functions over the Call Redirect step: Output Digits to define DTMF digits to be sent to the called phone or route point = Timeout in seconds = Timeout branch for cals that timeout and return to script ‘The Call Consult Transfer step can be used to outpulse DTMF digits once the destination answers. The transfer will be completed upon the destination answering the call and DTMF outpulsing complete (if DTMF digits are specified). = Call Contact: Contact that you want to transfer, Default is Triggering Contact, unless another contact is defined within the script. = Destin: Drop-down menwExpression Editor string variable that stores the extension to which the call is to be transferred. = Output Digits: DTMF digits to outpulse to the destination after the destination answers and before the transfer is completed. = Timeout: Drop-down menu/Expression Editor Length of time, in seconds, to detect if the destination has answered the consult call 914 Deploying Cisco United Contact Center Express (UCCXO) v20 (© 2007 Cisco Systems, Inc.Select Resource Step The Select Resource step selects an ACD resource based on the rules established by the Contact, Service Queue (CSQ). Selected agents must be logged in and ready on their Cisco Agent Desktop or IP Phone Agent to receive calls Select Resource Step = Selects Unified CCX resource = Resource could be: ~ Agent ~ Email User Chat User sree * Manages queuing an process when no resource is available * Selects resource based on rules established by Contact Service Queue (CSQ) This step closely coordinates with the configuration of Contact Service Queues and will be discussed in a later lesson. {© 2007 Cisco Systems, ne Caller Transfers 915Call Transfer Steps Summary This is a summary of the three transfer steps used in the Unified Contact Center Express and Unified IP IVR products. Call Transfer Steps Summary 1. Call Redirect Step — Simple Transfer to Directory Number No ACD Features — No Agent Desktop Software or IP Phone Agent 2. Call Consult Transfer Step — Adds Timeout and DTM Digit Qutpulse capability 3. Select Resource Step (selects Unified CCX agents) — Selects Unified CCX Agent based on CSQ determined at run time — Full ACD Features, Requires Agent Desktop Software or IP Phone Agent ~ This step will be discussed in later lessons Call transfer best practices apply to all three call transfer methods 848 Deploying Cisco United Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, in.Summary This section summarizes the key points you learned in this lesson. Summary + Cause the script to branch to different outcomes based on day of week and time of day or holiday * Transfer calls to agents or other applications * Acquire contact information for future use * Avoid transferring an active call to an empty desk, or transferring an empty call to an active desk References For additional information, refer to these resources: = Cisco CRS Scripting and Development Series: Volume I, Getting Started with Scripts = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Cisco CRS Scripting and Development Series: Volume 3, Expression Language Reference m= Unified CCX CTI Protocol Developer Guide Cisco CRS Historical Reports User Guide m= Cisco CRS Historical Reporting Administrator and Developer Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide’ = Lab Exercise 9 to continue the script development. (© 2007 800 Systems, nc. Caller Transfers 8.7Lesson 10 Configuring Unified CCX Overview This lesson describes the configuration process for Cisco IP Contact Center Express (Unified CCX), one of the three products supported by the Customer Response Solutions (CRS) platform, The Unified CCX product is offered in three license options: Unified CCX Standard, Unified CCX Enhanced, and Unified CCX Premium, This lesson addresses the Unified CCX product, configuration for all versions Objectives Upon completing this ability includes bein, son, you will be able to fully deploy the Unified CCX product. This, ble to meet these objectives: m= Define the Cisco Unified CCX product, features, and capabilities = Configure Unified CCX v4.x on the Unified Communications Manager (formerly CallManager), and CRS Server. = Configure Unified CCX v5.0 on the Unified Communications Manager v5.1/v6.0 = Configure Unified CCX v5.0 on the Unified Communications Manager Express v4.2Unified CCX Product Overview Cisco Unified CCX is an IP-based Automated Call Distribution (ACD) system. Unified CCX queues and distributes incoming calls destined for groups of Unified CM users. Unified CCX can be integrated with Unified IP IVR to gather caller data and classify incoming calls. Contact centers require products that facilitate the fair and equitable distribution of calls to agents and other resources 24 hours a day and seven days per week. These products should offer a satisfying, efficient and rewarding experience to the caller asa direct result of properly designed and implemented work flows, Additionally, the business entity should experience better economies to deliver essential services and to establish an improved relationship with the callers. The Cisco Unified CCX offers the small and medium-sized contact centers an affordable and effective ACD alternative, The new, larger market these products address will require work. flow implementations that are efficient, pleasant and cost-effective. 102 Deploying Cisco Unified Cantact Genter Express (UCCXD) v2.0 {© 2007 Cisoa Systems, ncUnified CCX License Options ‘The Cisco Unified CCX product line has been includes three license options: Unified CCX License Options * Standard: Basic ACD and IVR Features — Includes basic set of Unified IP IVR functionality plus basic Unified CCX (ACDICTI) functions = Enhanced: Adds ACD Features — Adds call priority, skills-based routing, and desktop configuration capabilities = Premium: Adds IVR and ACD Features — Adds complete Unified IP IVR functionality to include database integration, VXML, custom Java extensions, eMail notification services, HTTP — Adds ACD features Agent Routing, Remote Monitoring CCX v4.1 adds Quality Management and Workforce Optimization ~ CCX v.5.0 adds Web Interaction Manager (WIM), Email Interaction Manager (EIM) by eGain ‘The following license options are available for the Cisco Unified CCX system: Unified CCX Standard: Designed for entry-level users this option includes the Unified IP IVR steps (Prompt and Collect) necessary for creating basic ICD applications. = Unified CCX Enhanced: Designed for enterprise-level users, this option includes all functions of Unified CCX Standard, plus steps that allow for assigning call priority and desktop configuration = Unified CCX Premium: This license option adds full Unified IP IVR features and some ACD features, including: — Database Integration — Voice eXtensible Markup Language (VoiceXML) HTML Web Integration — Custom Java Extensions €-Notification Services (email) — Agent Routing Remote Monitoring — Quality Management and Workflow Optimization (v4.1 and v5.0) — Optional Web Interaction Manager, Email Interaction Manager (v5.0) (© 2007 Cisco Systems, ine ‘Configuring Unified COX 10-3,License Options ‘These are the license options for the three Unified CCX and the Unified IP IVR produets. License Options Standard Enhanced ¥ | Premium ¥ | Ww = What are “basic” and "advanced" license options? 10-4 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine.Basic IVR ‘The Basic IVR features and components are as follows. Basic IVR * CRS Engine * CRS Administration via Browser = CRS Script Editor = Unified IP IVR functions for prompt and collect = No Java license included, thus no expressions * Basic IVR is included with all license options {© 2007 Cisco Systems, mc. Configuring Unies CCX 108Advanced IVR ‘The Advanced IVR features and components are as follows, Advanced IVR * Database integration with customer databases (SQL and ODBC) * HTTP integration + Email services, outbound from script only * Java license, Java class paths + Optional MRCP Automatic Speech Recognition (ASR) * Optional MRCP Text-To-Speech (TTS) + Advanced IVR is included with Premium license options ‘The following subsystems and services are available with the Unified CCX Premium license option, = The Database subsystem enables CRS applications to interact with database servers in order to make database information accessible to contacts, The HTTP subsystem enables CRS applications to respond to requests from a variety of web clients, including computers and IP phones. = The eMail subsystem communicates with a SMTP e-mail server and enables your applications to create and send email. You must provision the eMail subsystem if you intend to create scripts that use messaging steps to create and send e-mail. = The MRCP ASR (Automated Speech Recognition) subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone, When a user calls local ditectory assistance. for example, ASR can prompt the user to say the city and state in which to locate the information, then connect the user to an appropriate operator, & The MRCP Text-to-Speech (TTS) subsystem converts plain text (UNICODE) into spoken words in order to provide a user with information or prompt a user fo respond to an action. 708 Deploying Claco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Gisco Systems, IncBasic ACD ‘The Basic ACD features and components are as follows: Basic ACD * Incoming Call Routing = Incoming Call Queuing * CRS Real Time Reporting * CRS Historical Reporting * Cisco Desktop Product Suite —Call/Chat Service —Enterprise Data Service —IP Phone Agent Service * Basic ACD is included with all license options Advanced ACD The Advanced ACD features and components are as follows: Advanced ACD * Skills-based Routing, Competency * Priority Queuing = Work State (After Call Work) * Additional Historical Reports * Advanced ACD is included with Enhanced and Premium license options (© 2007 Cisco Systems, in. ‘Configuring Unified COX 10-7Advanced ACD: Agent Desktop ‘The Advanced ACD features as they apply to the agent desktop are as follows: rT Advanced ACD: Agent Desktop * Agent Desktop Workflows * Agent Desktop CAD user interfaces « Agent CAD Embedded Browser = Advanced ACD is included with Enhanced and Premium license options 108 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine.Advanced ACD: Supervisor Desktop ‘The Advanced ACD features as they apply to the supervisor desktop are as follows Advanced ACD: Supervisor Desktop * Supervisor Monitoring and Recording: Supervisor can monitor agent calls * Barge In: Supervisor can forcibly join a call (forced conference) * Intercept: Supervisor can force a transfer from agent to supervisor + Advanced ACD is included with Enhanced and Premium license options Supervisor Monitoring: The ability of supervisor to monitor an agent's phone conversations without being heard or the agent knowing itis happening. The voice monitor button enables the supervisor to listen in on an agent's phone conversation. The voice monitor is enabled whenever an agent is logged in, whether or not the agent is on the phone. = Barge-in: A feature in Supervisor Desktop that allows a supervisor to forcibly join an agent’s call with a customer, When a supervisor clicks the Barge-In button, they are automatically conferenced into the phone call. The agent sees a message on his or her ‘computer indicating the supervisor is attempting and succeeded in joining the conversation, Intercept: An intercept occurs when a supervisor uses the Intercept button (o force @ transfer from an agent to the supervisor. The Intercept feature enables the supervisor to intercept a phone call while disconnecting the agent from the phone call. = Call Recording: The supervisor can record, save, and play back calls from the Supervisor Desktop. Multiple recordings can be in progress at the same time, although only one recording may be made per agent at any one time. The recordings can be saved and, reviewed within the Supervisor Log Viewer. This process is on-demand and requires human intervention. {© 2007 Cisco Systems, ne. Configuing United CCX 108Advanced ACD: Premium License Option Only The Advanced ACD features provided exclusively with the Premium license option are as follows Advanced ACD: Premium Only * Remote Monitoring * Agent Routing Following options are only available with Unified CCX 5.0, integrated with Unified Communications Manager * Outbound Preview Dialer * Email Interaction Manager (EIM) * Web Interaction Manager (WIM) * Quality Management (QM) * Workforce Management (WFM) * Workforce Optimization (QM + WFM) 10-10 Deploying Gio Unied Contact Genter Express (UCOXD) v2.0 (© 2007 isco Systems, ineBasic CTI “The Basic Computer Telephony Integration (CTI) features und components are as follows: Basic CTI * Screen pops to present the agent with customer- entered data and current call stats = Basic CTI is included with all license options po Advanced CTI ‘The Advanced CTI features and components are as follows: Advanced CTI * Desktop workflow automation to incorporate rules and actions based on agent call states and call events = Interact with other Windows applications such as CRM managers, email clients, macro-enabled programs * Customizable task buttons on agent desktop = Agents can record and archive calls = “Work" agent state for after call work activity = Wrap-up timers = Wrap-up codes (Unified CCX 5.0 only) « Get Reporting step now includes outbound stats (5.0) Lose {© 2007 Cisco Systems, ne. ‘Configuring Unified COX 10-11License Options Summary ‘The three license options differ as a function of basic or advanced IVR, ACD, and CTI functions. License Options Summary rs i Standard Ww v Enhanced 9 W v v Premium v oF v = See the Customer Response Solutions Administration Guide, Appendix “A” for CRS Licensing Packages 40412 Deploying Cisco Untied Contact Genter Expross (UCOXD) v2.0 '© 2007 Cisco Systems, neAgent Routing and Agent Selection Criteria Unified CCX permits calls to be routed to either a Contact Service Queue (CSQ), to a specific agent (Agent-based Routing), to an agent for chat services, or to an agent for email services, Call Routing Techniques = Route to Contact Service Queue (CSQ) Enforces agent (resource) selection rules = Determines which agent to get call, advises script ~ Manages queue when agents are not available * Route to Agent (Premium Only) Selects a specified agent ~ Script determines agent, delivers call on Unified CCX extension if agent is ready System does not queue for agent * Route to Email Resource (Unified CCX 5.0 only) + Route to Web Resource, Chat (Unified CCX 5.0 only) Agent Selection Criteria ‘The following agent selection criteria applies to all license options. Agent Selection Criteria Available to all license options: Resource Groups * Linear Selects the next available agent in the resource group from the top of the resource available (agent) list * Circular: Selects the next available agent in a resource group in circular order * Longest Avallable: Selects the agent who has been in ready state longest + Most Handled Contacts: Selects the agent who has answered the most handled calls Shortest Average Handle Time: Selects the agent who generally spends the least amount of time talking to customers {© 2007 Cisco Systems, Ine. CConfiguing Unified COX 10-413,Agent Selection Criteria: Enhanced/Premium The following agent selection criteria applies only to Enhanced and Premium license options. Agent Selection Crite: Enhanced and Premium license options: Resource Skills * Most Skilled: Selects the agent with the highest total competency level and who has been available for the longest amount of time Most Skilled by Order: Selects the agent with the highest total ‘competency level in the ordered list Most Skilled by Weight: Selects the agent with the highest total competency level multiplied by the skills associated weight Least Skilled: Selects the agent with the lowest total competency level and who has been available for the longest amount of time Least Skilled by Weight: Selects the agent with the lowest total competency level multiplied by the skills associated weight Least Skilled by Order: Selects the agent with the lowest total competency level in the ordered list 0-14 Deploying Cisco Unified Contact Centar Express (UCCXD) v2.0 (© 2007 Cisco Systems, neProvisioning Unified CCX 4.0(x) This potion of the lesson explains the provisioning process for Unified CCX 4.0(X) CCX 4.X: Provisioning Steps ‘The provisioning for Unified CCX and associated Unified CM configurations are conducted in the following steps: CCX 4.X: Provisioning Steps 1. Provision the RM JTAPI provider, allows RmCm, Subsystem to go into service 2. Assign Unified CCX Extensions to Unified CM users to create agents * 3. Associate Unified CCX Extensions (Agent Phones) with RM JTAPI user * 4. Create Resource Groups Create Skills ** o * Use Cisco Unified CM Administration ** Unified CCX Enhanced or Premium {© 2007 Cisco Systems, Ine ‘Configuring Unified COX 10-15CCX 4.X: Provisioning Steps (Cont.) In continuation, these are the remainder of the provisioning stey a CCX 4.X: Provisioning Steps (Cont.) 6. Assign Resource Groups and Skills to agents 7. Create Contact Service Queues (CSQ) 8. Provision Remote Monitoring * 9. Provision Agent-based Routing * 10. Create Teams 11. Assign Agents and Supervisors to Teams * Unified CCX Premium Step 1: Provision RM JTAPI Provider In CRS Administration, the first step is to provision the RM STAPI provider. This step automatically creates the user on the Unified CM. CCX 4.x: 1. Provision RM JTAPI Provider Use CRS Administration Creates Resource Merager JTAPI user (rmjtapl) Logs into. Unified CM from CRS server * This user monitors and controls agent phones, agent states, call routing, and call queues * Automatically adds new user to Unified CM « Requires Unified CM authentication 40-416 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0, {© 2007 Cisco Systems, IneStep 2: Assign Unified CCX (ICD) Extensions The first step is to assign Unified CCX Extensions on the Unified CM. CCX 4.x: 2. Assign Unified CCX (ICD) Extensions * Process deciares a Unified ‘CM user to be a Unified CCX agent * Ip Unified CM ‘Administration, locate the Unified CM user (agent) * Select Device Association * Associate with agent's phone * Select the ICD Extension for one Directory Number * Uncheck: No Primary or ICD Ext. Step 3: Associate Unified CCX Extensions w/ User RMJTAPI Now return to the CallManager Administration to associate the Unified CCX Extensions with the RMITAPI user. CCX 4.x: 3. Associate Unified CCX Extensions « Associate all CCX (ICD) * Finished with Unified CM {© 2007 Cisco Systems, Ine ‘Configuring Unifed COX 10-17Step 4: Step 5: Create Resource (Agent) Groups Retuming to CRS Administration, create a list of Resource Groups (groups of agents). CCX 4.x: 4. Create Resource (Agent) Groups © Creates a list of Resource Groups Resource Groups are used by Resource Group CSQs Resource Group will contain a list of assigned agents (resources) Create Skills In this step, create a list of skills to be used in subsequent steps, CCX 4.X: 5. Create Skills = Creates a list of skills Skills are defined by the customer Skills are attributes to be assigned to agents = CSQs will select an agent based on a match between CSQ minimum skill requirements and a poo! of qualified agents with matching or better skills and competencies + Requires Enhanced or Premium license option 10-18 Deploying Cisco Unified Contact Canter Express (UCOXD) v2.0 (© 2007 Cisco Systems, neStep 6: Assign Resource Groups and Skills to Agents In this step, assign the Resource Groups and Skills to agents, CCX 4.X: 6. Assign Resource Groups and Skills + Assign a Resource Group to this resource (agent) * Automatic ‘Available + Assign Skills to this, resource (agent) * Competence Levels for each assigned skill * Resource Groups. and Skills may be semen assigned in bulk This step assigns Resource Groups and/or Skills to an agent = Resource Group: Assigns a newly-defined Resource Group to this agent (only one group per agent), = Automatic Available: When enabled, makes the agent immediately available when a call ends = Assigned Skills: Assigns or un-assigns newly-defined skills to this agent = Competence Level: Establishes the competence level for each assigned skill (1-10), qualifies an agent for selection. = Resource Groups and Skills may be assigned in bulk. = There is no such thing as a “Skill Group”. Skills are attributes assigned to an agent. {2007 Cisco Systems, ne. ‘Configuring Uniied COX 10-19,Step 7: Create Contact Service Queues In this step, you et fe Contact Service Queues (CSQ). CCX 4.x: 7. Create Contact Service Queues + Each CSQ establishes @ unique set of rules to: — Determine which qualified agent should get the call, or = How the call will be treated if no qualified agent is available and the call must be queued in the queue branch = How Wrapup Timers will be implemented * There are two types of CSQs: ~ Resource Gro resource group Resource Skills, selects agents based on their assigned skills, combinations of skills and competencies = Each CSQ can only be defined to select agents from either — ACSQ-specified Resource Group or ~ ACSQ-specitied set of skills and competencies selects an agent assigned to a specific 10.20 Deploying Gisoo Unified Cantact Center Express (UCCXD) v2.0 (© 2007 isco Systems, IncStep 7: Create Contact Service Queues (Cont.) Initially you will create the Contact Service queue and declare the Resource Pool Selection ‘Model to be Resource Skills or Resource Group. CCX 4.x: 7. Create Contact Service Queues * First of two windows + CSQ Name * Automatic Work: IPCC Express Configuration + Wrapup Time ~ eons ena * Resource Pool Selection Model: Either Resource Group or Resource Skills * Service Levels, + Prompt for this CSQ used in remote et ‘monitoring The CSQ must use a Resource Poo! Selection Model of either is Resource Group or Resource ills. A CSQ never uses both models, The following are the properties for Creating a New Q. =| CSQ Name: Make the name meaningful, for example: Pediatricians = Automatic Work: Overrides agent's Automatic Available setting | Wrapup Time: At end of call, agent automatically goes to Wrapup state for the designated time, then goes to Ready state = Resource Pool Selection Model: Either Resource Skills or Resource Group Service Levels in this example assume @ flag will be raised if 70 % of the calls are not handled in 5 seconds. Prompt for this CSQ removes requirement for separate Play Prompt step. Ifyou selected Resource Group, the following widows will appear. (© 2007 Cisco Systems, Ine Configuring Unified COX 10-21Step 7: Create Contact Service Queues (Cont.) ‘The second page of the CSQ Configuration is determined by the selection of the CSQ Resource Pool on the previous page. If Resource Group was chosen, this page allows configurations of the Resource Selection Criteria and the Resources (Agents). If the Resource Pool Selection Model is Resource Group, the following page appears. a CCX 4.x: 7. Create Contact Service Queues (Cont.) If Resource Group was selected: * Resource Selection Criteria choices ~ Longest Available Linear = Circular = Most Handled Contacts ~ Least Handled Contacts + Show Resources ‘clea: = Resource Selection Criteria ~ How the resource (agent) will be Longest Available: Selects the agent who has been in the Available state for the Jongest amount of time. — Linear: Selects the next available agent with the highest priority, as determined by the agent order in the Resources list Circular: Selects the next available agent with the highest priority, based on the last agent selected and the agent order in the Resources list. — Most Handled Contacts: CSQ selects the agent who has answered the most handled calls. Enhanced or Premium License option required. Shortest Average Handle Time: CSQ selects the agent who generally spends the least amount of time talking to customers. Enhanced or Premium License option required. = Show Resources — Agents assigned to the selected Resource Group and thus qualified to be selected by this CSQ. 40.22 Deploying Cisco United Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, ne.Step 7: Create Contact Service Queues (Cont.) ‘The second page of the CSQ Configuration is determined by the selection of the CSQ Resource Pool on the previous page. If Resource Skills was chosen (Unified CCX Enhanced only), this page allows configurations of the Skills Criteria and the Resources (Agents). If the Resource Pool Selection Model is Resource Skill: the following page appears. Provisioning Unified CCX 7. Create Contact Service Queues (Cont.) If Resource Skills was selected: + Resource Selection Griteria Longest Available ~ Most or Least Handled ~ Most or Least Skilled, by Weight, or by Order + Solect Skills, imum Competence + Show Resources = Resource Skills are only available to Unified CCX Enhanced customers m= Resource Selection Criteria ~ How the resource (agent) will be selected: — Longest Available: Selects the agent who has been in the Available state for the ongest amount of time, Most Handled Contacts: Selects the agent who has answered the most handled calls Shortest Average Handle Time: Selects the agent who generally spends the least amount of time talking to customers. — Most Skilled: Selects the agent with the highest total competency level and who has been available for the longest amount of time. The total competency level is determined by adding the agent’s competency levels for each of their assigned skills that are also assigned to the CSQ. — Most Skilled by Order: Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list. — Most Skilled by Weight: Selects the agent with the highest total competency level multiplied by the skills associated weight — Least Skilled: Selects the agent with the lowest total competency level and who has been available for the longest amount of time. The total competency level is determined by adding the agent’s competency level in each assigned skill. {© 2007 Cisco Systems, ine. CConfiguing Unified CCX 10-23,— Least Skilled by Weight: Selects the agent with the lowest total competency level multiplied by the skill’s associated weight. Least Skilled by Order: Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list. Show Resources ~ Agents assigned to the selected Resource Group {0.24 Deploying Cisco Unied Contact Cantor Express (UCCXD) v2.0 (© 2007 Cisco Systems, ncAbout Wrap-up Time ‘The After Call Work wrap-up timer limits the time an agent cat xy in the work state, eS CCX 4.x: 7. About Wrap-up Time * Limits time agent can remain be in automatic Work state * Unified CCX Enhanced and Premium only * Wrap-up timer is administered for each CSQ + Slates managed by CRS server, not CAD * When wrap-up timer expires, the next state is defined by agent's Auto Available setting (Ready, Not Ready) About Wrap-up Time (Cont.) Wrap-up time is configured for each OgXKKXKL i TT CCX 4.x: 7. About Wrap-up Time (Cont.) + Administered for each CSQ + Or globally for Agent Routing (Step 9) CC Express Configuration (© 2007 Cisco Systems, Ine Configuring Unified CCX 10-25Step 8: Configure Remote Monitoring In this step, configure the Remote Monitoring. Supervisor Remote Monitoring will be addressed in great detail in a later lesson and lab, however it qualifies as one of the provisioning steps. CCX 4.x: 8. Configure Remote Monitoring * Supervisor or manager can call into the contact center and monitor an agent conversation = Monitor via two methods: ‘Agent Extension: Immediate if agent on a call or begin on next cal ~ CQ: Monitor next cal for any agent in CSQ * Three configuration tasks (lab exercise) = Create a Remote Monitoring Supervisor, must be numeric ID ~ Assign Resgurces (Agents) and CSQs tothe remote Monitoring Supervisor ~ Configure a Remote Monitoring Application 10-26 Deploying Cisoo Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, IneStep 9: Configure Agent-based Routing Agent based routing provides the ability to send a cal to a specific agent, rather than any agent available in a CSQ. This allows the call to be completed to the Agent's Unified CCX Extension and participate in all ACD activities such as reporting, routing, and queuing CCX 4.X: 9. Configure Agent-based Routing * Sends a call toa specific agent's Unified CCX Extension = Wrap up timers are normally set in CSQ, are set here for Agent Routing «= Sets system-wide parameters, ‘Automatic Work Wrapup Time ‘= Used for callers who have an exclusive agent IPCC Express Configuration = Provides the ability for Unified CCX to send a call to a specific agent’s Unified CCX Extension Sots system-wide parameters for all Agent-based Routing: — Automatic Work — Wrap-up Time = Used for callers who have an exclusive agent or for priority members = Unified CCX selects the agent, manages the call, and creates report entries {© 2007 Cisco Systems, ine. Configuring United COX 10.27Step 10: Create Teams This step creates a list of teams to be used for supervisors to manage and observe. A team is a group of agents who report to the same supervisor. When an agent is assigned to a team, it ‘means that the team’s supervisor can barge-in and/or intercept any call being handled by the agent. CCX 4.x: 10. Create Teams * Ateam is a group of agents Who report to the same supervisor and are monitored and managed by that supervisor * Supervisor may barge-in and/or intercept an agent call * Primary and Secondary ‘Supervisors A supervisor can also monitor any CSQs that are assigned to the team that he/she supervises. ‘A team must have one primary supervisor. An optional secondary supervisor, or supervisors, can also be assigned to a team. 10-28 Deploying Cisco Unified Contact Genter Express (UGGXO) v2.0 "© 2007 Cisco Systems, neStep 11: Assign Agents and Supervisors to Teams This last step assigns agents and supervisors to the teams created in the previous step. CCX 4.X: 11. Assign Agents & Supervisors to Teams * Assign Agents and Supervisors to Teams ~ Assign primary and secondary supervisors ~ Assign resources (agents) to the team Assign CSQs to the team * Agents can only be a member of one team {© 2007 Gisco Systoms. Inc CGoniguing Unified COX 10.29,Provisioning Unified CCX 5.0(x) This potion of the lesson explains the provisioning process for Unified CCX. Two Deployment Options for Unified CCX 5.0 The deployment options for Unified CCX are to integrate with either Unified CM 5.1/6.0 or Unified CME 4.5. Two Deployment Options for CCX 5.0 * Unified Communications Manager (CM) ~ Version 5.1 oF 6.0 ~ Single-node ~ Two-nede high availabilty * Unified Communications Manager Express (CME) = Version 4.2 ~ Single-node only * Select deployment option during install 10-30 Deploying Cisco United Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, IncConfiguring Unified CCX with U d CM 5.1/6.0 This section will address configuring Unified CCX with Unified CM 5.1/6.0. Guidelines These are the guidelines to consider for this deployment Guidelines = Upgrades: Supports direct upgrade from IPCCX 4.5 * Supports single-server (non-HA) or two-server HA deployments + Recording and monitoring services on CRS server in both deployments, no expansion servers = Supports only MCS Windows 2003 OS {© 2007 Ciseo Systems, ine. Configuring Unified CCX 10-31Configure Unified CM for Unified CCX The following steps are required to prepare the Unified CM for Unified CCX integration ci Configure Unified CM for Unified CCX 1. Create Unified CM users to be assigned CCX administration privileges 2. Configure appropriate regions for the sites, specifies Codecs 3. Configure locations for the sites, Call Admission Control, regulates voice quality, limits bandwidth 4. Configure Device Pools for regions, voice Codecs 5. Configure Unified CM Group for devices 6. Associate agent phones with Device Pool Provision Unified CM ‘The following provisioning procedures must be completed for this integration. Provision Unified CM Manage and assign Unified CM users and agent extensions * AXL CM user was created during installation: ~ Administrative XML Layer (AXL), AXL Service Provider, provides user information * Assign an IPCC Extension to CM users to become Unified CCX agents 40.32 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, nc.Review Unified CCX License Configuration Using CRS Administration, check the installed licenses for this configuration CCX 5.X: Review License Configurat = Same license for CME and CCM flavors. * For cluster, High Availability license is required to be functional aon 10 Configure Unified CM Using CRS Administration, configure the Unified CM AXL Service Provider and Telephony subsystem. CCX 5X: Configure Unified CM + CRS Administration > System > Unified CM Configuration Ree * AXL Service Provider should have been configured during install = Configure Telephony : Subsystem > Select from the available CTI Managers ~ Create a new user and password, formerly jtapi user ~ Provides call control for CRS applications, scripts (© 2007 Cisco Systems, Ine ‘Configuring Unifed COX 10.33,Configure Unified CM (Cont.) Resynchronizat In continuation, configure the RmCm subsystem and NTP server, CCX 5.x: Configure Uni' * Configure RmEm, Subsystem ~ Select from available CTI . , Managers Create new user and password, formerly rmjtapi user = Configure NTP vee Address. n Tool Resynchronize all of the tapi devices and install the JTAPI client library with this Te | CCX 5.x: Resynchronization Tool * Resynchronizes all JTAPI devices = In addition, checks Untied om Telephony call contol Group and installs JTAP! Configuration client library step. 1034 Deploying Cisco Unified Contact Centar Express (UCCKD) v2.0 (© 2007 Cisco Systems, ne.Provision Call Control Groups At least one Call Control Group needs to be configured for the system. CCX 5.X: Provision Call Control Groups * At least one Call Control Group must be configured for the CRS Engine to go in service = CRS Administration > Subsystems > Unified CM Telephony > Unified CM Telephony Call Control Group * If required, add a new Call Control Group (© 2007 Cisco Systems, ne. ‘Configuring Unified COX 10.85,Use RmCm Wizard, or.. Optionally, to complete the setup, you can use the RmCm Wizard to setup skills, resource groups, resources, and CSQs. CCX 5.x: Use RmCm Wizard, or... = CRS Administration > Wizards > RmCm Wizard = RmCm Wizard provides step sequence to: ~ Add Skis, ‘Add Resource Groups ~ Add Resources in Unified CM, if required — Add Supervisors Configure Resources ~ Create or modify Contact Service Queues ~ Create or Modify Teams = Create an Application Use Manual Configuration Optionally, to complete the setup, you can choose to use manual configuration to setup skills, resource groups, resources, and CSQs. a eT CCX 5.X Use Manual Configuration * CRS Administration > Subsystems > RmCm Configuration = Use the manual configuration to: ~ Configure the RmCm Provider ~ Create Skills — Create Resource Groups ‘Assign Resource Groups and Skills to agents ~ Create Contact Service Queues (CSQ) ~ Provision Remote Monitoring — Provision Agent-based Routing Enterprise-wide Settings ~ Create Teams ~ Assign Agents and Supervisors to Teams 10-36 Deploying Cisco Unified Contact Canter Express (UCOXD) v2.0 {© 2007 Gisoo Systems, IneConfiguring Unified CCX with Unified CME 4.2 This section addresses the process to configure Unified CCX and Unified CME v4.2. Guidelines ‘These are a few guidelines for this environment Guidelines = No CTI Ports: The concept of CTI Ports does not exist, the CTI Route point accepts the call *G.711 Codec Only: The CME Telephony subsystem only accepts G.711 Codecs, no G.729 * User Info: The Unified CME users are stored locally in the CRS database * IP Phone Agents: Limited to one CRS profile for each Unified CME deployment * SCCP Phones Only: SCCP agent phones are supported, no SIP phones (© 2007 Cisco Systems, in. Contiguing Unified COX 1037Unified CCX Features for Unified CME The Unified CCX and Unified CME integration supports the following: A] Unified CCX Features for Unified CME * Supported: Unified COX ~ Unified IP IVR ~ Unified EIM and Unified WIM Limited CAD/CSD functionality * Not Supported = Unified OM ~ High Availabilty only single-node support) Outbound Preview Dialer = Remote Monitoring Configure Unified CME for Unified CCX To prepare the Unified CME, verify the following and create the AXL user a Ee] Configure Unified CME for Unified CCX 4. Verify correct IOS version on the router: 12.4(11)XW 2. Create the AXL user on the Unified CME 1038 Deploying Cisco United Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, neReview License Configuration Using CRS Administration, review and verify the licenses Unified CCX 5.) Review License Configuration * System > License Information License Information = Same license for Unified CME and Unified CCM * Upload license during setup process * Upon license upload, a default Call Control Group is automatically created CME Configuration Configure the Unified CME Telephony conf information via the AXL services on the Unit uration, This interface provides the user ed CME. Use the AXL user/password. CCX 5.x: Unified CME Configuration = System > Unified or a CME Telephony nar Response Solutions Administaion a + Specify IP address ECME router. “ico Unified CallManager Express Configuration * AXL user id (pre- created on CME router) * AXL user password (pre- created on CME router) ‘© 2007 Ciseo Systems, Ine ‘Coniguring Uniied COX 10-39Control Center ‘When the pervious step is completed, the CME Telephony Subsystem appears on the Control Center pages. CCX 5.X: Control Center = New CME someone : Telephony (eee ee ‘Subsystem appears ete 10-40 Deploying Cisco Untied Contact Genter Express (UCGXD) v2.0, {© 2007 Cisco Systems. IneCME Telephony Subsystem The CCX 5.X: * CME Session Server ID (auto generated) * Outbound Trigger for placing outbound call, a valid available DN number is required CME Telephony Subsystem "ME Telephony Subsystem requires configuration. Call Control Group CCX 5.x: = Anew CME Telephony Call Control Group is, automatically added based on license. = Created when license is uploaded * Channel equals number of licensed IVR ports ‘The Call Control Group is automatically added when the license is applied. SS TT | Call Control Group Unified CME Telephony Default Call Control Group Configuration {© 2007 Cisco Systems, ine. Configuing United Cox 141Validation Tool The Validation Tool compares configurations between the Unified CC ‘and the Unified CME. CCX 5.x: Validation Tool © Validation tool compares information between Unified CCX and CME User Management User Management creates users and a signs capabilites. CCX 5.x: User Management * Tools > User Management * Create User ~ Creates users, agents For CME, stores user info in CRS. database — * Capabilities Soe aes ~ Administrator pu ee ~ Supervisor ‘x ~ Historical o = Agent ia 40-42 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems. IncUse RmCm Wizard, or... Optionally, you can use the RmCm Wizard to configure skills, resource groups, and CSQs. CCX 5.X: Use RmCm Wizard, or. + CRS Administration > Wizards > RmCm Wizard * RmCm Wizard provides step sequence to: ~ Add Skis ~ Add Resource Groups = Add Resources in Unified CM, if required ~ Add Supervisors ~ Configure Resources ~ Create or modify Contact Service Queues ~ Create or Modify Teams = Create an Application Use Manual Configuration ‘You can use the Manual Configuration to configure skills, resource groups, and CSQs. CCX 5.X: Use Manual Configuration = CRS Administration > Subsystems > RmCm Configuration = Use the manual configuration to: — Configure the RmCm Provider ~ Create Skills Create Resource Groups Assign Resource Groups and Skills to agents — Create Contact Service Queues (CSQ) — Provision Agent-based Routing Enterprise-wide Settings Create Teams ~ Assign Agents and Supervisors to Teams. {© 2007 Cisco Systems, ne ‘Configuring United COX 10-43,Cisco Agent Desktop (CAD) Limitations ‘The Unified CME integration has a few limitations for the agent desktop. _—_ | Cisco Agent Desktop (CAD) Limitations * Limited CAD Functionality for CME - Agent can’t perform call control operations from CAD UI ~ Answer, transfer, conference, place call Buttons have been removed = Removed CTI Port Information from Enterprise data Cisco Supervisor Desktop (CSD) Limitations ‘The Unified CME integration has a few limitations for the supervisor desktop. Cisco Supervisor Desktop Limitations * Supervisors can not barge-in or intercept calls in CME * Buttons have been removed 10-44 Deploying Cisco United Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, ne.Summary This section summarizes the key points you learned in this lesson. a Summary = Defined the Cisco Unified CCX product, features, and capabilities, = Configured Unified CCX on the Unified CM, CRS server and Agent Desktop = Developed, configured and tested applications using the ICD steps in the CRS Editor References For additional information, refer to these resources: = Cisco CRS Installation Guide Cisco CRS Administration Guide Cisco CRS Database Schema Cisco CAD Installation Guide Cisco Desktop Administrator User Guide Cisco IP Phone Agent User Guide Cisco Supervisor Desktop User Guide Next Steps Go to the next lesson, (© 2007 Cisco Systems, inc Configuring Unified COX 10-45,