UCCXD Deploying Cisco Unified Contact Center Express Volume 2 Version 20 Student Guide Tex Pa Number: 67-2506-01Table of Contents Volume 2 Desktop Product Suite 19-4 Overview 14 Objectives: 114 Desktop Product Suite 11.2 Desktop Configurations 11-2 Cisco Agent Desktop (CAD) 113 CAD Capabilities 113 Agent Interface 11-4 ‘Agent Interface Defined 11-4 Toolbar Buttons 116 Chat 116 Agent Reports 116 Agent System Status Bar 17 Agent States Defined WT ‘Agent State Transition: Inbound 11-8 Call Activity on Agent Desktop 118 Enterprise Data on Agent Desktop 19 Enterprise Data Format 11.9 Desktop Preferences 11-10 High Availability Failover 11-10 Desktop Software Upgrades 14-11 Cisco IP Phone Agent (IPPA) 11-12 ‘Overview 14-12 Caller Data Display 14-13 CSQ Stats Display 1414 Change State 11-15 Reason Codes 14-15 Cisco Supervisor Desktop for Unified CCX 4.X 11-16 CSD Capabilities 14-16 ‘Supervisor Interface Defined W417 Intervention Buttons. 14-18 Team Reports 11-20 Cisco Supervisor Desktop for Unified CCX 5.X 14-21 ‘New Features Summary 14-21 ‘Supervisor interface Defined 11-22 Dockable Windows 11-23 Integrated Web Browser 114-23 Bar Charts 14-24 Pie Charts 14-24 Enterprise Data & Call History 14-25 Team Messages 41-25 Desktop Preferences 11-26 ‘Supervisor Work Flows 14-27 Message Box Alerts 14-28 Push URL to Agent 11-28 Enable Large Toolbar Icons 11-29 ‘Summary 11-30 References 11-30 Next Steps 11-30Unified CCX Script Techniques 12-4 Overview 124 Objectives 124 Unified CCX Scripts 122 Call Flow Overview 122 Select Resource 12.3 Select Resource Output Branches 124 Options if Resource is Selected 125 Set Enterprise Call Info 125 Set Enterprise Call Info (Cont) 126 General Tab 126 Get Enterprise Call Info 127 Connect 127 Ifa Call Is Queued 128 Set Prioity 128 Call Hola / Unhola 129 Get Reporting Statistic 12-10 Get Reporting Statistic (Cont) 12-14 Selecting Muliple CSOs, 1242 Dequeve 12.13 Other Steps Used in the Next Lab 1214 Recording Step 12-14 Write Document 12:46 Place Call 1247 General Tab 1247 Output Branches 12-48 Place Call vs. Call Redirect, 12.18 Email Contacts 1219 Overview 12-49 Shirt Order Confirmation Example 42-20 GRS Subsystem Configuration 12-20 Check Your Email 12:21 Email Step Sequence 12-22 Create Email 12-23 Attach to Email 12-24 Send Email 12-25 HTTP Triggers, 12:26 ‘Summary 12.27 References 12.27 Next Steps 12.27 Desktop Administrator 13-4 Overview 13-4 Objectives 134 Desktop Administrator 13.2 Overview 13.2 Installation Process 13.3 Interface Screens 13:3 Toolbar and Menu Bar 13-4 Optional Password 135 Modifying Configuration Data 135 Enterprise Data Configuration 13-6 ‘About Enterprise Data 136 Enterprise Data Fields 137 Selting the Layout List 138 Field and Layout Lists 138 Creating Field Lists 13.9 Creating Layout Lists 13-10 Designating VoIP Monitors 1311 a Deploying Cisco United Contact Conter Express (UCOXD) v2.0| (© 2007 Cisco Systems, ine.Desktop Monitoring IP Phone Configuration 13-42 Desktop Configuration 13-13 Overview 13-13 Dial Strings 13-14 Phone Book 13-15 Reason Codes 13-16 Workflow Groups 1317 User Interface - Toolbar 13-18 User Interface ~ Show Data Fields 13-18 User Interface - Miscellaneous. 13-19 User Interface — IPPA, 13-19 Embedded Browser Setup 13-20 Embedded Browser Setup (Cont.) 13:21 Restart Agent Desktop 13-21 Work Flow 13-22 Work Flow Configuration Sequence 13-23 Work Flow Configuration Sequence (Cont.) 13:24 Enterprise Data 13-25 Wrap-up Data (Unified CCX 5.0) 13.26 Personnel Configuration 13-27 ‘Agents 13:27 Supervisors 13-28 Teams 13-28 ‘Summary 13.29 References 13-29 Next Steps 13-29 Remote Monitoring 14-4 Overview 14-4 Objectives 144 Remote Monitoring 14-2 ‘Overview 14-2 Remote Monitoring Configuration 14-3 Configuration Steps 14.3 1. Create a New Unified CM User 144 2. Create a Remote Monitoring Supervisor 14-4 3. Assign Monitored Resources, CSQs 14-5 4. Configure a Remote Monitoring Application 145 Learn the CSQ IDs 146 ‘Summary 147 References 14-7 Next Steps 147 Qutbound Preview Dialer 15-1 Overview 15-4 Objectives 154 Outbound Preview Dialer Overview 15-2 Overview (Cont.) 15-3 Architecture 15-4 Configuration 155 Configuration Administration 155 Licensing 15-6 Control Center 15-6 Outbound Subsystem 157 General Configuration 15:7 Campaign List 15-8 Campaigns 15.9 Importing Contacts 15-10 Managing Area Codes 15-11 Managing Area Codes (Cont,) 15-12 (© 2007 Cisco Systems, ne. Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 iuConfiguration Updates 15-13 Enable Direct Preview in Cisco Desktop Administrator 15.18 Outbound ECC Variables 16-15 Outbound Agent Experience 15-16 Outbound Preview Dialer Call Flow 15-16 GAD Desktop 15.17 Preview Calls: Agent Options 16-18 Preview Calls: Agent Options (Cont.) 15-49 Re-classifying Outbound Calls 15-20 Callback Options 15:21 More Call Options 15:21 Callbacks 15-22 Missed Callbacks 18-22 Marking Contacts as Do Not Call 15-23 Marking Contacts as Do Not Call (Cont) 15:23 Dialing List: Call Status 18-24 Dialing List: Call Result 18-24 Resetting Contact States at Midnight 18-25 High Availabilty 15-25 Real-time Reports 15-26 Realtime Reports 15-26 Outbound Overall Report 15.27 Outbound Overall Report (Cont.) 18.27 Outbound Campaign Report 15-28 Outbound Campaign Report (Cont.) 18-28 Outbound Resource Report 15-29 Outbound Resource Report 1-29 Real-time Report Guidelines 15:30 Transfers and Conferences 18-30 Historical Reports: 1831 Historical Reports: Outbound 1531 Outbound Predictive Dialer Limitations 15:32 Troubleshooting 15:33 Common Issues and User Errors (Cont) 15-34 ‘Summary 15-35 References 15.35 Next Steps 15:35 Session Management 16-1 Overview 16-1 Objectives 161 Session Management 16-2 Overview 16-2 Overview (Cont ) 16-3 Overview (Cont.) 16-4 Why Session Management? 16-5 Session Management Steps 16-5 Get Contact Info 16-6 Session Mapping 16-6 Set Session Info 167 Set Session info: Context 167 Get Session 16-8 Get Session Info 16-9 Get Session Info (Cont.) 16-10 Session Info Displayed 16-10 ‘Summary 16-11 References 16-11 Noxt Steps 16-11 iv Deploying Cisco Unified Cantact Center Express (UCGXD) v2.0, '© 2007 Cisco Systems, neMRCP Speech Technologies 417-4 Overview 174 Automatic Speech Recognition a4 Text-to-Speech a4 Objectives 172 MRCP ASRITTS 17-3 Terminology 173 ‘Automatic Speech Recognition 173 Speaker-independent Recognition 173 Text-to-Speech 17-4 Media Resource Control Protocol (MRCP) 114 MRCP Speech Vendors 175 Provisioning ASR/TTS 176 Overview 176 ASRITTS Expansion Servers 17-7 Provisioning ASR Subsystems 178 MRCP ASR Providers 178 MRCP ASR Servers 17.9 MRCP ASR Dialog Groups 17.9 Provisioning TTS Subsystems 17-10 MRCP TTS Providers 47-10 MRCP TTS Servers a7 MRCP TTS Default Genders 47-41 MRCP TTS Default Provider 47-42 Grammars 47-13 Overview 17-13 ‘System and User Grammars 17-14 Dynamic Grammars used for MRCP Speech Servers 17-14 Editor Steps: ASR 17-15 Create Menu Grammar 17-15 Upload Grammar 17-46 ‘Simple Recognition 17-16 Implicit Confirmation 4717 Explicit Confirmation 47-47 Editor Steps: TTS 17-48 Create TTS Prompt 17-18 Create TTS Prompt Properties 17-19 ‘Summary 17-20 References 17-20 Next Steps 17-20, Reports 18-1 Overview 18-4 Objectives 18-4 Overview 18-2 Two Types of Reports 18:2 Real-Time Reports 18-3 Reports Available 183 Opening Real-Time Reports, 18-4 Running Available Reports 18-4 Example Reports 185 Example Reports (Cont.) 18-5 Printing Real-Time Reports 18-6 Historical Reports 18-7 Overview 18-7 Crystal Reports V11 18-8 Canned Reports 168 Historical Reports Client (HRC) 189 Installing HRC (CCX 4.X) 18-10 ‘© 2007 Cisco Systems, Inc Deploying Cisco Untied Contact Center Express (UCCXD) v2.0 vHR User Configuration (CCX 4.X) 18-10 Purge Schedule Configuration 18-11 Installing HRC (CCX 5.X) 18-11 HR User Configuration (CCX 5.x) 18-12 HR User Configuration (Cont,) 18-12 HR User Configuration (Cont.) 18-13 HR User Configuration (Cont,) 18-13 HR Client Login Process 18-14 View Report 18-15 Schedule a Report 18-16 Examples: Agent Detail Report 18-17 Examples: Agent Call Summary Report 18-17 Examples: CSQ — Agent Summary Report 18-18 Examples: CSQ ~ Service Level Priority Summary Report 18-18 Examples: Detailed Call, CSQ, Agent Report 18-19 Examples: Detailed Call By Call CCDR Report 18-19 Examples: Remote Monitoring Detail Report 18-20 Examples: IVR Traffic Analysis Reports 18-20 Examples: Applications Performance Analysis Reports 18-21 New Reports for Unified CCX 5.0 18-22 ‘Agent Wrap-Up Data 18-23 ‘Agent Wrap-Up Data Detail 18-23 ‘Agent Wrap-Up Data Summary 18-24 (Outbound Preview Dialer 18-25 ‘Qutbound Campaign Summary 18-25 Outbound Agent Detail Performance 18-26 Multi-Channel Reports 18:27 Multi-Channel Agent Contact Summary Report 18-27 Multi-Channel Agent Login Logout Activity Report 18-28 ‘Multi-Channel Contact Service Queue Activity Report 18-28 ‘Summary 18-29 References 18-29 Next Steps 18-29 Servicing and Troubleshooting 19-4 Overview 194 Objectives 194 Serviceability 19-2 Overview 19-2 Serviceability Toot 193 Overview 19-3 Serviceability Tool Example 19-4 CRS Administration Utility 195 Trace 196 ‘Component Trace Files 196 Configuring Trace Files 19-7 Setting Trace Level Options 19-8 ‘Trace Configuration 19.9 ‘Troubleshooting 19-10 General Troubleshooting Tips 19-10 Check Unified CM 19-11 Check CRS Servers 19-11 Check Release Notes 19612 Script or Configuration 19-12 Check during Debug Sessions 19-13 Check Standby Failover Scenarios 19-13 ‘Troubleshooting Tips 19-14 Troubleshooting Tips Examples 19-14 Summary 19-15 References 19-45 Wi Deploying Cisco Unified Contact Center Express (UCCXO) v2.0 {© 2007 Cisco Systems, IneLesson 11 Desktop Product Suite Overview This lesson describes the Cisco Desktop Product Suite to include the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD). Objectives Upon completing this lesson, you will be able to fully deploy the Cisco Desktop Products. This ability includes being able to meet these objectives: = Install Unified CCX Plug-ins to include the Agent and Supervisor Desktop m= Test the CAD and CSD desktop configurationsDesktop Product Suite ‘This lesson addresses the CAD, CSD and the IPPA. The Cisco Desktop Administrator will be addressed in a later lesson. Desktop Product Suite * Cisco Agent Desktop - CAD * Cisco Supervisor Desktop - CSD = Cisco Desktop Administrator- CDA = IP Phone Agent (IPPA) Desktop Configurations There are several possible desktop configuration: Desktop Configurations Desktop. Windows guration Po | ‘Cisco Agent Desktop |X Has IP Phone, runs Cisco (CAD) _| Agent Desktop. ‘Cisco Supervisor x | Has IP Phone, runs Cisco Desktop (CSD) ‘Agont & Supervisor Desktop Gisco IP xX |Uses PC sound board ‘Communicator _ Cisco IP Phone Agent Runs IP Phone Agent L Service on Unified CM Extension Mobility x X__ | Mobile desktop in contact Agent center 41-2 Deploying Cisco United Contact Center Express (UGGXD) v2.0 {© 2007 Cisco Systems, neCisco Agent Desktop (CAD) CAD Capa ‘The Cisco Agent Desktop is to be installed on the agent PC and interfaces with the agents IP telephone. Alll agent desktops provide the following capabilites. a CAD Capabiliti + One-window desktop = Log into system ner eer as = Change or manipulate agent states Call/chat with other agents cr supervisor + Monitor call status = Enter Reason Codes + Pre-defined task buttons = Built = Task bar icon shows agent state soft phone ‘The Agent Desktop interface displays information about active calls and allows you to perform phone functions. It also allows you to view agent and call statistic reports, and “chat” with ‘other agents and supervisors using the Chat instant messaging feature. The built-in soft phone allows you to handle customer phone calls without using @ hard phone m= The Agent Desktop soft phone features a phone directory that allows you to manage contact numbers on your desktop. You can initiate dialing directly from a phone book listing to inerease call accuracy and save time. m= The agent call log tracks the calls you made and received for the last seven days. The Chat feature allows you to communicate with your supervisors and other agents via text messages for assistance at any time without leaving your desk or putting a call on hold = The Enterprise Data feature tracks a call as it connects to devices in the contact center and ‘maintains a list of call information, (© 2007 Cisco Systems, Ine. (C0 Desktop Product Sute 11-3Agent Interface ‘The agent interface ean show or hide the contact management panes. Agent Interface * One-window ‘am es hen desktop, two views * Show Contact Management + Hide Contact Management saves desktop space ae Agent Interface Defined The pane provides overall control for Agent Desktop. It consists of three parts: ‘The dashboard toolbar; the team performance message; and the contact appearance. Agent Interface Defined aan Call Control, ACD Slate Active. Call Data fos : moos ~N Enterprise Status Bar Team Data Performance Message 114 Deploying Cisco Unied Contact Genter Express (UCOXD) v2.0 (© 2007 800 Systems, ncToolbar Buttons ‘The toolbar contains buttons for call control and for functions not related to a specific customer contact, such as logging in and out, changing your agent state, initiating a chat session, viewing reports, and configuring the appearance of the Agent Desktop interface. Toolbar Buttons User defined Standard call Agont state sash automation control buttons buttons food Call Control: Answer, Drop, Hold, Make Call, Conference, Transfer, Touch Tone = Agent State: Login, Logout, Ready, Not Ready, Work, Task Buttons * Agent Operations: Make Call, Chat, Reports, Show/Hide Contact Management, Preferences, Help (© 2007 Cio Systems, Ine (Cisco Desktop Product Sute 11-5Chat ‘The Chat button initiates a chat session with another member of Your team, your supervisor, or a member of a conference call Chat = Chat with - Other team members ~ Supervisor ~ Conference * Chat Log Pane * Test Entry Field * High priority causes Gnitopofellotheremndons * Multiple chat sessions at once = IM-like chat Agent Reports ‘The Reports button displays the Ager logs and statistics. Reports window, where you can view your own call Agent Reports * All reports in single, common window frame « All reports can be P cos sorted sgh * Reports: we ane Agent ACD Site Log Sans — Agent Statistics sem came agent CallLog SSE ~ hile Saistos Report tS: 11.6 Deploying Cis Unified Contact Canter Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneAgent System Status Bar The agent system status bar shows the following: Agent System Status Bar * Status bar shows system status: [occ ons cay, COPA 7 SF In Service = Partial Service Out of Service FC SAENITSESSSrmesieeesy_] * Server status dialog launched by status bar selection shows state detail Agent States Defined ‘There are five agent states. —————— | Agent States Defined * Ready Ready to accept calls Reserved: Selected to receive call, includes time while phone is ringing = Talking Actively on Unified CCX call, inbound or outbound “Not Ready: Willnot receive galls from application, may be on non-Unified CCX call + Work: Performing after call work, will not receive calls from application | {© 2007 isco Systoms, ine, Cisco Desktop Product Suta 177Agent State Transition: Inbound All agent calls pass through the “Reserved” state, State Transition Diagram: Inbound Call Activity on Agent Desktop The right side of the Agent’s desktop s and duration of the current call displays the call activity data to include the type Call Activity on Agent Desktop Shows route of caller through call center Displays amount of time caller agents Flags customer service level failures Warming ~ Caution ‘Thresholds set in Desktop Administrator 41-8 Deploying C0 Uniied Contact Centar Express (UCCXD) v2.0 ‘© 2007 Cisco Systems. In.Enterprise Data on Agent Desktop ‘The left side of the agent desktop screen displays the enterprise data associated with the current call. This information came from the script and is displayed in accordan with the layout list. Enterprise Data on Agent Desktop + Displays data collected during IVR spt and collect (credit 7 promp! an colle (credit card numbers, MAESea nem ail e Agent can optionally edit data to be transferred to other agents or other applications + Fields and order set in Desktop Administrator: Data Fields ~ Layout Lists (Data layout on agent screen) io 33013 se Yar t- Enterprise Data Format ‘The Enterprise Data contains 255 fields, 0-199 are available to the script, Enterprise Data Format Fields #1-199 available to applications Fiolds # 200-255 are system fields Layout (user layout) is always field # 252 + More in next lesson Available Data Fields 0-199 pace Car Make Car Model Gar Year Layout“ (Field #1) (Field #2) (Field #3) (Field 252) (Field # 255) '© 2007 Ciseo Systems, nc ‘Cisco Desktop Product Sute 11-9Desktop Preferences ‘The Desktop Administrator can establish the windows behavior for the agent desktop. The agent can also be given permission to modify these preferences, Desktop Preferences * Agent can set Gece! agent window behavior — Normal Keep open = Always on top ~ Stealth High Availability Failover The Cisco Agent Desktop enjoys High Availability Failover as follows: High Availability Failover + Desktop Merson) automatically falls over to standby (HA) Unified CCX a a eotuntsophite (HA) Unified 5 a rahi CS etn cae available to take a | (2428 liseewe call within 60 PG Echt See seconds = Status messages give agent system fall over and recovery state [ed Caren Rane 11-10 Deploying Cisco United Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, In.Desktop Software Upgrades Software upgrades are automatically initiated and applied for maintenance releases or major upgrades. Desktop Software Upgrades * Automatic initiated software upgrades for: CAD, CSD, CDA * Initiated when new software has been loaded on CRS server and desktop user starts the application ~ Maintenance Releases = Major Releases * Unified CCX 4.0(x) requires administrator rights on agent/supervisor PC = Coordinate with SMS managers to temporaily invoke admin fights and push the new software = Unified CCX 5.0 does not require admin rights, uses MSI install = Desktop applications are: Cisco Agent Desktop — Cisco Supervisor Desktop Cisco Desktop Administrator = Upon application launch, if newer software is available on the CRS engine web server, the upgrade installation process automatically begins = Downgrades are not automated = Desktop applications will not continue if upgrade is cancelled = Updates initiated: — When a customer installs the latest Maintenance Release on the CRS engine node When a customer installs the next Major Release on the CRS engine node Windows Update Services may be required if policy does not support upgrades, Administrative rights required on agent desktop or policy must be elevated to support upgrade, {© 2007 Cisco Systems, Ine. Cisco Desktop Product Sute 11-11Cisco IP Phone Agent (IPPA) The IP Phone Agent allows you to perform agent tasks using your IP phone without having to use a computer to host the agent desktop application. Overview ‘The IP Phone Agent is a Unified CM service and each agent phone subscribes to the service. IP Phone Agent * Used by agents without PCs to run CAD software Log in/out * Ready/not ready * Reason Codes * Supervisor desktop shows agent phone state * Supervisor can use silent monitor feature * Recording available Cisco IP Phone Agent is a service added to your Cisco 7940, 7960, 7970 or 7971 IP phone. It allows you to = Log in and log out of the Automatic Call Distributor (ACD) ™ Change your agent state to Ready or Not Ready = View caller data View skills statisties = Record your own calls (Enhanced/Premium vi sions only, if configured) = Enter a reason code when changing agent states IP Phone Agent allows you to perform agent tasks using your IP phone without having to use a computer. 1112 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.Caller Data Display The IP Phone Agent service displays caller data in the Caller Data window. This data displayed when a call rings on your phone and during the call. The data displayed in thi window is determined by the system administrator. Caller Data Display * Enterprise data may be displayed on ring and/or on answer, or neither Default “Idle page” pushed to phone lets agents see current queue activity Independently configured ‘Notification’ for monitoring and recording can alert agent to supervisor initiated silent monitoring and call recording (© 2007 Cisoo Systems, nc Cisco Desktop Product Sule 11-13CSQ Stats Display Contact service queue (CSQ) statistics are available for viewing whenever you are logged into IP Phone Agent. The CSQ Stats screen is the default view CSQ Stats Display * Skill statistics available for viewing whenever agent is on call ‘Accessed through the Stats soft key ‘Automatically refreshed ‘every 15 seconds; can be manually updated State: Agent can change slates + CData: See Caller Data *» Option: Record Call You can access the CSQ Stats screen from any other screen by pressing the Stats soft key. The screen displays the longest queue time and the number of calls in queue to the contact service queues to which the agent belongs. The CSQ Stats screen is automatically refreshed every 10 seconds. You can also refresh the statistics manually by pressing the Update soft key. 17-14 Deploying Cisca Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, neChange State ‘The agent can change their state using the IPPA, Change State * Call tracking, call statistics, agent state transitions, and agent statistics information available to supervisor * Call recording can be initiated by agent or supervisor * Barge-in and intercept available to supervisor Reason Codes Reason Codes are visible to choose when going not ready or logging out Reason Codes = Configurable, viewable reason codes for state changes + Support for most Cisco IP phones (© 2007 Cisco Systems, Ine (isco Desktop Product Suite 745Cisco Supervisor Desktop for Unified CCX 4.X Cisco Supervisor Desktop (CSD) is the software portion of the Cisco Agent Desktop (CAD) that resides on the supervisor's computer. Iti used to help manage the supervisor's team of agents. The Cisco Supervisor Desktop includes @ license seat for a Cisco Agent Desktop so the supervisor can participate in the call processes. CSD Capabilities ‘The Supervisor Desktop has additional capabilities beyond that of the Agent Desktop. ST TTT TT CCX 4.x: CSD Capabilities = Unified CCX Standard View agent realtime status, call activity ~ Change agent states to ready, not ready ~ View agent and team statistics, performance reports Start IM chat sessions with agents in the team ~ Launch, broadcast performance or promotional messages * Unified CCX Enhanced, Premium ~ Silently monitor agent phone calls Barge into or join an active agent call = Intercept a call, disconnect an agent and continue the call — Record and archive agent phone calls (32 max for Enhanced, 80 Max. for Premium) The Cisco Supervisor Desktop allows contact center supervisors to view and direct agent activity in real time, Without leaving their desks, supervisors can observe, coach, and ‘communicate with agents in writing, view agent status details, as well as view conference information. Without the caller's knowledge, supervisors can initiate “chat” sessions to coach. agents on how to handle customer issues. Marquee message, instant broadcast messages to all agents on a team enable supervisors to impact agent activities in general. Supervisors may act as an Agent. With Supervisor Desktop, you are able to: View real-time agent call activity, status = Change an agent’s ACD state View agent and team statisties and performance reports = Use instant messaging to communicate or chat with any and all agents on your team = Send team performance messages to all agents on your team to broadcast important news = Silently monitor agent phone calls = “Barge in” on calls (join an agent’s conversation) = “Intercept” calls (disconnect an agent from a call and take it over) 11-16 Deploying C'soo Uniied Contact Canter Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneSupervisor Interface Defined The following slide shows the Supervisor Desktop Interface, sean / Selection List Shao CCX 4.x: Supervisor Interface Defined Menu Bar Tool Bar Data View Pane ol Team View Pane ‘Status Bar_Team Performance Message Pane The Supervisor Desktop window is divided into the following areas: ‘Team Selection list: Enables the supervisor to select the team to be monitored Toolbar: Buttons allow the supervisor to intervene in call center calls, Voice Monitor Volume: Permits the supervisor to adjust the volume level when using voice monitor functions ‘Team View pane: Displays the supervisor's team of agents Data View pane: Displays agent and call information ‘Team Performance Message pane: Enables you to broadcast team performance messages {© 2007 Cisoo Systems, nc Cisco Desktop Product Suite arIntervention Buttons Intervention buttons allow a supervisor to participate in the team calls, Sd CCX 4.X Intervention Buttons * Start/Stop Voice Monitor a eae = Barge-in Help * Intercept ee Ga = Chat with an agent oo = Call/Agent Start or Stop Record = Change Agent State * Send a Team Performance Message ring an Agent The voice monitor button allows you to silently listen in on an agent's phone conversations. Voice monitoring is available whenever an agent is logged in, whether or not the agent is on the phone. It is not available when: = You are a participant in a phone call You use the Barge-In or Intercept function. ‘The volume slide allows you to control the volume when monitoring an agent’s phone conversation, The system remembers your last volume setting and uses it the next time you fog in. The system administrator can configure CAD so that agents are notified that a supervisor is ‘monitoring their calls. Ifnotification is on, the agent receives a popup message when ‘monitoring starts and one when it stops. If notification is off, the agent will not know if he or she is being monitored. Barging In on a Call The Barge-In feature enables you to join an agent's phone conversation. When you click the Barge-In button, you are automatically added to the phone call. It isa forced conference, The agent sees a message that you are attempting to join the call, then sees a message that you have successfully joined it. When you use the Barge-In feature, voice monitoring is disabled 48 Deploying Cisco Unified Contact Center Express (UGGXD) v2.0 {© 2007 Cisco Systems, IneIntercepting a Call The Intercept feature enables you to intercept a phone call while disconnecting the agent from that phone call. It is a forced transfer. The agent sees a message that you are attempting to intercept the phone call, then sees a further message when the interception is successful. When ‘you use the Intercept feature, voice monitoring is disabled, You can’t intercept a call if = The agent is on hold m= The agent is on two calls = Youare already on another call Recording a Call ‘You can use Supervisor Desktop to record, save, and play back calls handled by agents on your team, Multiple recordings can be in progress at the same time, although only one recording may bbe made per agent at any one time. You use the Supervisor Record Viewer to review recorded calls. You can use the Barge-In, Intercept, and Voice Monitor features while recording, The system administrator can configure CAD so that agents are notified that a supervisor is recording their calls. If notification is on, the agent receives a popup message when recording starts and one when it stops. If notification is off, the agent will not know if he or she is being recorded, Changing Agent States ‘You can use Supervisor Desktop to change the agent state of an agent on your team, including logging the agent out Using Chat Chat allows you to send instant messages to the desktop agents on your team and to other supervisors. You initiate a chat session by clicking the Chat button on the toolbar. Sending a Team Performance Message ‘You can send a team performance message (TPM) to all agents on a team. By default, the TPM scrolls across Agent Desktop’s TPM pane. If you want to send a stationary TPM, you must uncheck the Seroll Team Messages check box, {© 2007 Cisco Systems, ne Cisco Desktop Product Suite 11-18Team Reports There are three team reports available to the Cisco Supervisor Desktop. CCX 4.X: Team Reports * Agent Statistics + Agent State * Skil Statistics 11-20 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 1@ 2007 Cisoo Systems, ncCisco Supervisor Desktop for Unified CCX 5.X This topic describes the new Cisco Supervisor Desktop for Unified CCX v5.0. New Features Summary ‘There are many new features for CSD: CCX 5.X: New Features Summary * Docking windows * Real-time displays, tabular and graphical * Enhanced preferences * Enterprise data and call history * Last 10 team messages are saved * Integrated web browser * URL push to agents * Supervisor work flow for threshold alerts (© 2007 Cisco Systems, Ine. ‘Cisco Desktop Product Sue 11-21Supervisor Interface Defined ‘The CSD presents dockable windows, real-time tabular and graphical data, a skill tree and the traditional agent tree. The supervisor may choose to view real-time data or a browser. CCX 5.X: Supervisor Interface Defined * Menu Bar = Docking windows © Realtime display, tabular and graphic Skill Tree © Agent Tree Integrated Browser 11-22 Deploying Cisoo Unies Contact Center Expross (UCGXD) v2.0 (© 2007 Cisco Systems, IneDockable Windows The windows on the CSD may be arranged and docked to suit the preferences of each supervisor, CCX 5.X: Dockable Windows * Supervisor can customize real- time windows appearance Integrated Web Browser The supervisor can choose to view the Web browser, CCX 5.x: Integrated Web Browser {© 2007 Cisco Systems, ine. Cisco Desktop Product Sute 11-23,Bar Charts Real-time data may be presented in bar charts. EEF _ ii | CCX 5.X: Bar Charts Pie Charts Real-time data may be presented in pie charts. CCX 5.x: Pie Charts 11:24 Deploying Cisco Unified Contact Contr Express (UCOXD) v2.0 '© 2007 soo Systems, nc.Enterprise Data & Call History ‘The data displayed on an agent's desktop may be presented here. CCX 5.X: Enterprise Data & Call History Team Messages ‘Team messages may be sent from a separate window and the last 10 messages viewed. CCX 5.x: Team Messages = No Longer in Main Window = Displays current message and supervisor's last 10 team messages {© 2007 Cisco Systems, Ine (isco Desktop Product Suite 11-25,Desktop Preferences The supervisor can manage extensive preferences for their CSD. CCX 5.X: Desktop Preferences Configurable settings per supervisor Real-time display look and feel: ~ Which columns ~ Column order Graphical view Real time display data refresh rate Enable: ~ Dockable windows ~ Integrated Browser Large Toolbar Icons 11.26 Deploying Cisco United Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneSupervisor Work Flows A supervisor can use workflows to initiate actions. CCX 5.X: Supervisor Work Flows = Events ~ Queue statistics update = Rules ~ New Data Types: Calls Waiting and Current Oldest Thresholds allow supervisor to specify actions for below, within and above = Actions ~ Tree Control Node: Set the color of the skill group and message text next to it ~ Report: Set the color for cell highlighting = Message Box: Display a customized message box to the supervisor ~ Audible Alert: Play a customized .wav file on the supervisor's desktop Email: Send an email notification to a specified email address, (© 2007 Cisco Systems, ine. Cisco Desktop Product Sute 11-27Message Box Alerts Message box alerts can provide an alert (visual, audible) to the supervisor regarding the contact center conditions. ‘These alerts can be customized for the supervisor. CCX 5.X: Message Box Alerts Message Box Alerts allow a ‘Supervisor to customize their ‘own messages to alert them of, a condition + Example: (Oldest Call in Queue has exceeded one minute Push URL to Agent “The supervisor can push a URL to the embedded browser on the agent desktop. CCX 5.X: Push URL to Agent * Supervisor can push a URL to ‘an agent's, browser * Coaching “1-28 Deploying Cisco Untied Contact Center Express (UCCXD) v2.0 '© 2007 Cisco Systems, ne.Enable Large Toolbar Icons ‘The toolbar Icons ean be displayed in a large format CCX 5.X: Enable Large Toolbar icons * Preferences are used to enable large toolbar icons (© 2007 Cisco Systems, nc. Cisco Desktop Product Sue 11-28Summary This section summarizes the key points you learned in this lesson. 7a Summary * The Cisco Agent Desktop (CAD) is a CTI application that runs on the agent’s PC * The Cisco Supervisor Desktop (CSD) is a CT! Application that, runs on the supervisor's PC and enables monitoring, recording, barge-in, and intercept. + The New CSD offers work flows for the supervisor * The IP Phone Agent (IPPA) provides agent capabilities on an IP Phone. 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 For the associated lab exercise, refer to the following section of the course Lab Guide Lab Exercise 11 to test the capabilities of Unified CCX. “1-80 Deploying Cisco Unified Contact Cantar Express (UGGXD) v2.0, (© 2007 Cisco Systems, nc.Lesson 12 Unified CCX Script Techniques Overview This lesson describes the script techniques and script editor steps used to make an effective contaet center. Objectives Upon completing this lesson, you will be able to fully deploy the Unified CCX product. This ability includes being able to meet these objectives: Define and use CRS Editor Unified CCX Steps = Testa sumple application using the Unified CCX steps in the CRS EditorUnified CCX Scripts Unified CCX scripts center around the Select Resource step and several supporting steps. Call Flow Overview This is a simplified call flow overview of a Unified CCX seript and the four functional areas. that enable it to collect caller information and direct the call to an agent qualified to meet the caller's objectives. Basic Script Flow Overview + Prompt and collect portion of script determines: ~ Caller's objectives via DNIS, menu, ete)” ~ CSQ to be used — Layout list to be used for Enterprise Data window + Select Resource step starts agent selection process for a specific CSQ ~ If an agent is selected, Enterprise Data is set using Set Enterprise Call Info step and agent is connected ~ If queued, call is looped through ——t queue loop until count exceeds 3 of an agent becomes available * Script is terminated when agent is connected 422 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Select Resource The Select Resource (Agent) step starts the agent selection process using a CSQ determined by the script. Agent-based routing, as opposed to CSQ routing, may also be used by this step. Select Resource = Routing Target Type: Sa) SQ, or — Resource, specific agent Bc —o * Targets roe ete. te ~ CSQ Target cote ~ Resource (Agent) Target oe * Resource Selected * Connect? Yes or No * Select "No" to: = Continue dialog with caller ~ Set Enterprise Call info for selected agent desktop ~ Finally, connect to selected agent = Timeout The Select Resource step offers a call to a Contact Service Queue (CSQ) or Resource: A CSQ contains an associated set of agents who are capable of handling a certain type of call. ‘The incoming call will be handled by one of the available agents in the CSQ. can be all of the ‘An example of'a Contact Service Queue is sales depariment, whose resources sales representative within your company. A resource is a specific, selected agent and is indicated by user ID or agent extension, {© 2007 Cisco Systems, ne ‘Unified COX Sorpt Teenniques 12-3,Select Resource Output Branches The Select Resource step has different output branches, depending on the Routing Target Type and Connect settings. The following slide shows the possibilities. Output Branch Options + Qutput Branches differ as function of Routing Target Type and Connect settings: ced cS . a esa Connected Queued esa Selected Quoued Resource Connected Failed Resource Solocted Failed ‘The possibilities of the various branches are as follows: = Ifthe Routing Target Type setting is CSQ and Connect is: ‘Yes, the branches are Connected and Queued No, the branches are elected and Queued = Ifthe Routing Target Type setting is Resource and Connect is — Yes, the branches are Connected and Failed No, the branches are Selected and Failed 124 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 ‘© 2007 Cisco Systems, IneOptions if Resource is Selected TThe following step options may be used when an agent (resource) is selected and the logic flows into the “Selected” branch of the Select Resource step. Options If Resource is Selected + Play @ prompt * Got database we information if = g utc (Trager Contac rom e390) required Bh seme + Set Enterprise Qo roetaper ott cero Call Info to Set xterra is (Trager Contact) populate agent 2B cermect (= tragerng Contato resource) screen © Xp Connected + Use Connect PP cota END step to connect ER Fite to agent (not Phcaio SELECT RESOURCE optional!) Yh Qeeues 8 Set Enterprise Call Info This step now combines many “sets” in a single step. Set Enterprise Call Info DNis (Field #254) “QUE HEE ClrMake~Car Model Car Year Layout“ ANI (Field #1) (Field #2) (Field # 3) (Field 252) (Field # 255) + Resource (agen!) has been pEtttetnyereresremnrmyenne sa selected Set Enterprise Call info step Used to push collected data to each Enterprise Data field * Data available to display on agent desktop as layout specifies Data fields are managed using Desktop Administrator {© 2007 Cisco Systems, ine Unified CCX Serpl Techniques 12:5,Set Enterprise Call Info (Cont.) ‘The script selects the layout list based on the caller's objectives and uses this step to pass the information to the Enterprise data field 252, Set Enterprise Call Info (Cont.) pNis (Field # 254) » ee y Car Make Car Model Car Year Layout ANI (Field #1) (Field #2) (Field #3) \d #252) (Field #255) * Layout List is selected prereset in script * Set Layout List here * Defines how data will be presented to agent in Enterprise Data window General Tab The General tab of the Set Enterprise Call Info step allows the use of twelve pre-defined variables normally used for IPCC Enterprise applications. Set Enterprise Call Info (Cont.) ‘Twelve preset enterprise call variables ~ Call.CallerEnteredDigits ~ Call.PeripheralVariablet t0 10 ~ Call AccountNumber May be used by ICM or Unified COX Values are local variables Names are the preset enterprise call variable names Data is saved in CCDR records 426 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, IneGet Enterprise Call Info The Get Enterprise Call Info step allows the script to acquire Enterprise data and stuff it into local script variables. Get Enterprise Call Info * Gets content from Desktop Enterprise Data Fields and stores itin local variables * Data Type, Value + Returns Data Field value to local variable Connect ‘The Connect step is required when the “No Connect” option is chosen in the step properties. ct Resource Connect Step * Must follow Select Resource step when Connect *No’ was selected + Usually follows Set ott Tgp Cnn Enterprise Call info step * Output Branches ~ Connected ~ Failed + Resource ID ~ Specifies which agent was selected ~ Variable value, user type Se ‘© 2007 Cisco Systems, In. Unified COX Seript Techniques 12-7If a Call ls Queued IF the agent was not selected the call goes into the Fail branch (Queued) of the Select Resource step. Here the call will loop and entertain the caller until an agent becomes available, Options If Call is Queued branch, + Queue foop is ‘encountered when no agents are gps acces tom Ovni available noone me rer * Steps typically used in queue loop: sr ero oem ~ Get Reporting fsa Statistic Shenson na eee) ~ Play Prompt e ~ Set Priority _pemmranns etna em mn ee ~ Hold / Unhold = . * Allsteps should be Interruptible in case age - becomes available on eyenss ware aenoncenents * Loop counter is required to avoid infinite loop Set Priority The Set Priority step allows a call to obtain priority status to be removed from queue when an agent becomes available. Set Priority * Sets priority for call to be removed from queue * Assigns priority ~ Assigns ‘eager Com: Increases mate Fase — Decreases * Default priority = 1 * Keep priority within 1-10 range! 12.8 Deploying Cisco Unified Contact Cantor Express (UCOXD) v2.0 (© 2007 Cisco Systems, incCall Hold / Unhold ‘The Call Hold and Call Unhold steps allow the caller to hear music on hold when in the queue loop. Call Hold / Unhoid Places call on Unified CM Hold Redirected call to an agent removes the Hold Delay step usually between these two steps Call Unhold removes call from Hold Plays MOH from CallManager Configure CTI Ports for Music On Hold ~ Select User Audio Source Play .wav, audio source or live audio (radio) * Alternative: Use Play Prompt step for a specific time ees (© 2007 Cisco Systems, ne nied COX Serpt Techniques: 129Get Reporting Statistic ‘The Get Reporting Statistic step allows the script to react to real-time information offered by the system, Get Reporting Statistic = Real-time info about Unified CCX Resources (Agents) ~ csQ's = Overall System * Specific real-time information available to script, may be said to caller: — Contact's current Wait Duration ~ Contact's position in Queue ~ Contact's expected Wait Time * Example: No agents logged into CSQ. Soript can select another CSQ 42410 Deploying Cisco Unified Contact Genter Express (UCOXD) v2.0 (© 2007 Ciseo Systems, IneGet Reporting Statistic (Cont.) These are some examples ofthe properties. One example permits the script to announce the caller's position in queue. The other example allows the script to alter its logie and select another CSQ if there are no agents logged in for the original CSQ. Get Reporting Statistic * Report Object Overall IPCC Express - esa Resource (Agent) + Field is information offered by Unified CCX + Row Identifier specifies which report object is being evaluated (example: CSQ2 or CSQ3) * Statistic Variable, results may: ~ Be announced to caller Ater the script logic (© 2007 Cisco Systems, ne Unifed COX Script Techniques 12.11Selecting Multiple CSQs This shows an example of nesting Select Resource steps if the first step takes too long to locate an available agent, Selecting Multiple CSQs Ifa call has waited too long in queue, another Sele Resource step (another CSQ) can be added to broaden the range of agents to select Place new Select Resource step in original Queue Loop Said to be *nested” Calls may continue to queue for original CSQ To discontinue the queue for the original CSQ, use the Dequeue step 1212 Deploying Cisco Unied Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, In.Dequeue ‘The Dequeue step will remove a delayed call from a CSQ if another action is planned such as using another CSQ. A call can remain queue for multiple CSQs and the Dequeue step would not be used. Dequeue + Removes a queued call from a specific csa * Use when abandoning effort to reach an agent ina specific CSQ eee conmetsunce ove: 6th Ge) {© 2007 Gisoo Systems, Inc Uniied CCX Script Techniques. 4243Other Steps Used in the Next Lab To finish the lab exercise, there are some other, non-ACD related steps to consider. This includes: m= Recording Step = Place Call Step = Send Email, Attach Email, Send Email Steps Recording Step This topic describes the CRS Editor Recording step and its uses within a seript. General Tab These are the Recording step General Tab properties, Recording: General Tab *Willbe used in (SEER upcoming lab * Contact, * Interruptible * Result Document, variable is document type The Recording step is used to record audio input from the caller and return it as a Document ‘object that can later be uploaded as a spoken name, saved to disk or to a database, or emailed. All recordings are defined with a RIFF header of type WAVE and encoded using G71 u-law format. The Recording step may also be used for silent monitoring by the Unified CCX supervisor. ‘The General tab is used to label the recorded document, set the recording duration and media type, and choose whether the step is Interruptible or not. = The Contact default is the Triggering Contact, unless another contact is specified, = The Result Document is the name of the script variable where the resulting audio document is saved, 12-14 Deploying Cisoo Unied Contact Canter Express (UCOXD) v2.0 (© 2007 Cisco Systoms, ne= Currently, the only Media Type supported is Voice (uncompressed) The Recording Duration is the maximum length of time allotted for recording. = When Interruptible is set to Yes, the step can be interrupted by external events. When interruptible is set to No, the prompt playback will terminate before any external events are considered. Prompt Tab ‘These are the Recording step Prompt Tab properties. Recording: Prompt Tab = Prompt for caller Se instructions * Start Tone coe oe ee + Barge In Prom incre * Continue On cope atm om Prompt Errors corr carats: © * Recording resides in memory * Recorded object must be saved if to be used after call has ended The Prompt tab is used to specify the prompt name and a start tone. = Select the Customized Prompt option from the Prompt drop-down list to use a prompt you created. This prompt provides the caller with instructions regarding the recording such as “Say and spell your name.” Select No Prompt when no prompt is to be played. Select Default Prompt from the Start Tone drop-down list to have the system prompt provide a default start tone to be played back. Select the Customized Prompt to use # start tone you created, Select No Prompt when no start tone is to be played. When Barge In is set to Yes, the caller can interrupt the prompt. When Barge In is set to No, the prompt must complete playing before the caller can respond. Note: ‘The start tone is not interruptible and will always be played back, even if the main prompt is interrupted. = When Continue On Prompt Errors is set to Yes, the step continues with the next prompt in the list, oF if this was the last prompt, awaits for input from the caller. When set to No, an exception is thrown, which can then be handled in the script {© 2007 Cisco Systems, ine Unified COX Serpt Techniques 12-18,Write Document This topic describes the Write Document step as used to save a recorded object to a file located on a hard drive. General Tab ‘These are the Write Document step General Tab properties. a Write Document * Can be used to save the recording object | 1 * Saves document | i object as wav file Document. fecrdeavoreeBoe Choo ea creat » Save to disk Foname drive, On CRS server, or ~—Mapped server location (Y:\) 12:46 Deploying Cisco Uniled Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Ine.Place Call This topic describes the CRS Editor Place Call step. General Tab ‘These are the Place Call step General Tab properties. Place Call * Destination: String variable Pereira with telephone number | Se « Timeout (RNA) Bima * Call Control Group ID, et oo integer variable for pe mereers eee ‘outbound group see * Dialog Control Group ID, eae integer variable for ‘outbound dialog group, several groups * Call Contact, contact variable used to direct audio ‘The Place Call step is used to originate a call to a destination. When successful, a new contact is created and set into a contact type variable. It returns successfully if the call was answered in the configured time, either by a person, voice mail, answering machine or fax machine Note The Place Gall Step does not provide consultation hold or conferencing and therefore does. rot connect a caller to the new call, To transfer a call, use the Call Redirect step, = Destination; Drop-down menwExpression Editor string variable that stores the destination telephone number of the outbound call = Timeout (RNA in sec): Drop-down menu/Expression Editor Length of time, in seconds, before a Ring No Answer condition stops the script from waiting for the remote side to answer and returns through the RingNoAnswer output branch, = Call Control Group Id: Integer vVariable that stores the identifying number of the call group with which the outbound call is associated. = Dialog Groups: Integers or variables that store the unique identifying number of the dialog {groups for handling the outbound call = Call Contact: Contact type variable that stores the call that is ereated when the step succeeds {© 2007 Cisco Systems, nc. Unified CCX Serpt Techniques 1247Output Branches ‘These are the Write Document step General Tab properties Place Call: Output Branches = Successful: Call was successful = No Answer: Call was attempted but RNA timeout was reached * Busy: Call was attempted, but the line was busy * Invalid: Call was attempted, but the extension was invalid * No Resource: Calll was not attempted because no resource (Call Control Group or Dialog Group) was available * Unsuccessful: Call was attempted but failed because of an internal system error Place Call vs. Call Redirect These are a comparison between the Place Call step and the Call Redirect step. Place Call vs. Call Redirect * Place Call = Used to originate a call = No conference, no consult ~ Cannot connect originating caller to this new call = Used with Send Digits step to pager or notification services * Call Redirect = Used to transfer a call (call transfer) ~ Can transfer to internal or external numbers = Connects original caller to new call 42418 Deploying Cisco Unified Contact Canter Express (UGGXD) v2.0 (© 2007 Cisco Systems, IneEmail Contacts The steps in the Email Contact palette of the Cisco CRS Editor provide script designers with a ‘way to create and send email messages and embedded attachments. Email can be used to confirm an IVR self-service activity or agent conversations. Overview The CRS script application can send email to regular email accounts, to email-accessible text and numeric pagers, and to service providers who convert email into a format acceptable to fax machines. The kind of email messages and attachments you can send depends on the target device. Numeric pagers, for example, will accept only Email Contacts = Email is used to confirm IVR self-service activity or agent conversations * Email steps format and send email messages to caller's email account or a “service provider” = Service providers offer fax, paging, or cellular services * SMTP format for all messages * Service providers use “To:” address, subject and message body to deliver information (© 2007 Gisco Systems, Inc. Uniled COX Script Techniques 12-19Shirt Order Confirmation Example This is a sample confirmation email from a shirt supplier. Shirt Order Confirmation Example Agee Ey Se NX 7“ ; eid CRS Subsystem Configuration The C the C :mail Subsystem defines the email server used to accept SMTP email requests from scripts. This email capability is outbound, one-way only. Email Subsystem Configuration = CRS Email Subsystem acts like email client De = CRS Email Subsystem points email to email server * Configure Fully Qualified Email Server Name = Default “From” address in case not specified in steps eet ‘eMail Configuration 12.20 Deploying Cisco Unied Contact Genter Express (UGOXD) v2.0 (© 2007 Cisco Systems, ine.Check Your Email Follow these instructions to check you email. You will use the email account student@eciscoclass.com for future lab exercises. Check Your Email * Your email account is: student@eiscoclass.com * Use your browser to access your email * URL: bition 0 m8 * Login with your student information + Examine your email messages {© 2007 Cisco Systems, Ine. Uniied COX Seipt Techniques 12.2Email Step Sequence This is the standard flow of an email step sequence. FL Email Step Sequence Obtain the email address from Name to User step, or database lookup Deere cnt om nt et 1 Use the Create Email st SS sus euncamen cama to create the message: scnarn ne Ce tes Optionally use the r ‘Attach to Email step to attach requested documents Use the Send Email ste} to send the message with attachments The following sequence is a typically the sequence used to create and send an email message: 1. Obtain the client’s email address by using, for example, the Name To User step or a database lookup. 2. Use the Create Email step to create the email message. 3. Use the Attach to Email step to attach any required or requested documents to the email message. You can create a menu of documents that a client can use to attach selected documents to an email. If the documents are stored in a database, first use the Database steps to retrieve the documents 4, Use the Send Email step to send the email. If you are sending a document to a fax ‘machine, you must send it to a service provider that can convert the attachment to a format that fax machines can handle. Unless you specify otherwise, the email server sends the email message from the account defined in the Email Subsystem Configuration window of the CRS Administration web interface. You can use the Send Email step to customize the outgoing email account. 4222 Deploying Cis00 Untied Contact Center Express (UCOXD) v2.0 (© 2007 isco Systems, IneCreate Emi The Create Email step is used to create an email message. In the Create Email step, you generate the subject line and body of the email message. The email contact variable is used as a handle to coordinate the following email steps. Create Email * Create Subject and Body = String variables ~ Straight text to pennies oere nan H ~ Expression escrme pion = Choose Email Contact Variable Type: Contact — Handle for subsequent steps {© 2007 Cisco Systems, ine. nied COX Scrip! Techniques 12-28Attach to Email ‘The Attach To Email step is used to attach a document to an email Attach to Email * Optional step n for attachments 2 * Note Email a je contact handle * Attached document location is mapped to CRS Server ‘The variable used for the attachment can be a string or document variable, as described below © String: A string variable is used if there is @ need to manipulate the document using the Document steps (for example, the Text Substitution for Keywords step). A string variable may be used to include an absolute or relative file path to an attachment, (Relative paths are relative to the directory in which the CRS program application is installed, The path is, typically C:\Program Files\wfavvid.). = Document: A document variable may be used if the Document steps are used to ‘manipulate the attachment. 1224 Deploying Cisco Unied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Send Email ‘The Send Email step is used to send an email message you have created with the Create Email step. When a script reaches the Send Email step, it immediately sends the email message to the email server, and keeps the client waiting until the message is accepted by the email server. If the server is unavailable because of server or network problems, the client must wait until the transaction times out, Send Email = Note Email Contact See) handle = From address is default * To: is variable rom beaut containing email address s a (© 2007 Cisco Systems, Inc Unified COX Seript Techniques 12-25HTTP Triggers The Cisco CRS system uses the HTTP subsystem of the CRS Engine to add components to the CRS Engine that allow applications to be triggered in response to requests from a variety of web clients, including computers and IP phones. To add a new HTTP trigger, click the Add New HTTP Trigger hyperlink on the HTTP Trigger Configuration summary web page to access the HTTP Trigger Configuration web page. HTTP Triggers Overview Add a New Trigger HTTP Trigger Configuration * Script uploaded to oe CRS Repository yc + Example HTTP Trigger URL: hitpyiwmw.ciscoctass.com:8080/Email = Trigger name is /Email, case-sensitive 12.26 ‘Deploying Cisco Unifed Contact Center Express (UCCXD) v2.0, {© 2007 Cisco Systems, in.Summary This section summarizes the key points you leamed inthis lesson Summary + The Get Reporting Statistic step offers the ability to manage a script based on the dynamics of the contact center ‘+ The Call Hold and Unhold steps provide Unified CM hold for a caller in queue = The Select Resource step selects an agent based on certain selection criteria + Solect Resource steps can be nested to widen the selection opportunity for a caller + Variable values can be set into Enterprise Data Fields using the Set Enterprise data 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 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 = Cisco CRS Administration Guide :co CRS Database Schema = Cisco CAD Installation Guide = Cisco Desktop Administrator User Guide = Cisco Supervisor Desktop User Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Goto Lab Exercise 12 to modify your healthcare script to include the Select Resource step. (© 2007 Cisco Systems ne Uniied CCX Soript Techniques 1227Lesson 13 Desktop Administrator Overview ‘This Lesson continues the discussion of Unified CCX by addressing the Desktop ‘Administration of the Agent and Supervisor Desktops. Lab exercises provide an opportunity 10 configure the Unified CCX Desktops using the Cisco Desktop Administrator and experiment with various ICD steps and components within a contact center. Objectives Upon completing this lesson, you will be able to administer the operational characteristics of agent and supervisor desktops. This ability includes being able to meet these objectives = Configure the Unified CCX Enterprise Data using the Desktop Administrator Configure Work Flows, Personnel, Teams (in CRS Administration) Build Macro-activated tasks for the Agent Desktop Create sereen pops, macros Launch third party applications Create Wrap-up CodesDesktop Administrator This topic des ribes the Cisco Desktop Administrator. ‘The Cisco Desktop Administrator provides centralized administration to define desktop workflow and the look and feel of the agent’s desktop. It allows fast and easy set up and changes to CTI services because it requires no low-level coding. An administrator, not a programmer, uses keystroke macros to build screen pop actions and simple clicks to design the look and feel of the agent’s toolbar. Overview ‘The Desktop Administrators capability includes: Overview + Configure Enterprise Data ~ Fields ~ Layouts on agent screens Configure VoIP Monitoring on. desktops Build keystroke macros Configure agent desktop appearance, behavior, ‘work flows Manage personnel properties Desktop Administrator capability provides: = Configure Enterprise Data fields and layouts "Configure VoIP Monitoring on agent or supervisor desktops = Set up agent desktop configurations, look, feel, behavior, toolbars Ability to build keystroke macros to create screen pop actions. ‘Manage personnel properties Remote administration Deploying Cisco Unified Contact Center Express (UCOXD) v2.0| {© 2007 Cisco Systems, ncInstallation Process ‘The Cisco Desktop Administrator is installed after the CRS Server is installed and activated. Installation Process * Install only after CAD Services and Desktop Administrator on CRS Server are installed and activated Install from CRS Administration > Tools > Plug-ins > Desktop Product Suite > Desktop Administrator » Requires: — CRS Server host or IP address + port — Desktop IP address if multiple IP addresses are detected * Unblocks ports on Windows Firewall * Installs on CRS Server by default Interface Screens These are the screen components of the Desktop Administrator window. Interface Screens * Menu Bar —_. * Tool Bar —— * Logical Contact Center * Navigation Tree pane (left) | — selects node * Display pane (right) displays -} selection * This example: Dial Strings. {© 2007 Cisco Systems, Ine Desktop Administrator 13-3Toolbar and Menu Bar This topic discusses the makeup of the toolbar and menu bar. aT Menu Bar and Toolbar ‘Changes based on selection Toolbar for Logical Contact Center Web: Page for Cisco — Help: Help screens eee - © ca Center 1 About: The Desktop Administrator | 8 en ‘Menu Bar for Logical Contact Center Benerpree oa ~ File: Exit ~ Setup: Configure Systems, ‘Synchronize Directory Services, Change Password ‘Manual synchronization w/ Directory Services and CRS Agent databases. Password is optional, may be set here 18:8 Deploying Cisoo Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, IneOptional Password Modifyi ‘The password to start Desktop Administrator is optional and can be set from the Menu Bar. Optional Password + Password is optional «SSSR + Permits access and culsanmat ‘modification privileges ese to sub nodes enorme * Default installation is no] cevimnon sacs password ing Configuration Data Ifyou want to use the Desktop Administrator on a different CRS LCC, your installed configuration can be modified using the following information. Modifying Configuration Data * For initial setup o to modify setup oye 0 ey To point Desktop ‘Administrator to different CRS cluster and Unified CM * Great for remote Desktop Administration + Can be started on Desktop Administrator, or + Can also be started on PC client: ~ C:\Program Files\Cisco\Desktop\bin\Postinstall.exe {© 2007 Cisco Systems. Inc. Desktop Administrator 136Enterprise Data Configuration This topic describes Enterprise Data and how it interacts with the script to prepare and place data on the agent's desktop during a call About Enterprise Data Desktop Administrator's Enterprise Data window specifies what information is displayed and how it appears. When enterprise data is enabled on an agent desktop, information associated with an incoming call is displayed on the agent desktop, Enterprise data for each call only lives for the duration of the call. About Enterprise Data = Data resides in CRS Server memory for each call = Data only lives for duration of contact ~ During Unified IP IVR prompt and collect ~ During queuing ~ During agent conversation * Optionally, data may be modified by agent during call * Data is transferred when agent transfers a call 13-6 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 isco Systems, IneEnterprise Data Fields Fields 0-199 are available and editable by the script designer. These fields can be manipulated with data collected from a call. The script designer must configure the fields and the way data is laid out (layout list) on the agent desktop, About Enterprise Data DNIS (Field #254) HOH} -++-+---+ \ A Car Make Car Model Car Year Layout ANI (Field #1) (Field #2) (Field #3) (Field #252) (Field #255) + Must be configured: aa ene ~ Each Data Field emoa ce ~ Data Layouts for each type of call (example sales, support) The Field List displays both the predefined fields available for your switch type and the custom, fields you create using the Field Editor. = Predefined fields have index numbers of 200-255. Only the display name of these fields is ‘editable, with the exception of field 252, whose display name and field name can be edited. = Custom data fields have index numbers of 0-199, and are editable. (© 2007 Cisco Systems, Ine Desktop Administrator 13-7Setting the Layout List The layout lst is determined based on the caller’s objectives. The layout list is set in the enterprise data by using the Set Enterprise Call Info step. Setting the Layout List DNIS (Field # 254) \— Car Make Car Model Car Year (Field #1) (Field #2) (Field #3) * Layout list is selected in script * Layout list defines how data will be presented to agent in Enterprise Data window * Layout list selected is set.using the Set Enterprise Call Info step Field and Layout Lists This is the Enterprise Data window that permits configuration of fields and layouts Specifically it specifies what information is displayed and how it appears on the agent desktop, 7 Field and Layout Lists Se [ag * Field List: Predefined 200-255 — Custom 0-199 = New BA fields for outbound * Layout List: 16 Fields Max. ~ Layout List is selected by Unified CCX script 15:8 Deploying Ciseo Unified Contact Center Express (UCCXD) v2.0, 1© 2007 Cisco Systems, In,ig Field Lists First you must configure and name each field that will be used for all applications on this server, Not all fields need to be configured - only those required by applications. * Configure and name each field for entire CRS Cluster * Field should match local variable * Display Name appears on agent desktop * Fields and field order is defined by Layout List Creating Field Lists Secreto (© 2007 Cisco Systems, Inc Desktop Administrator 138Creating Layout Lists layout list is the order certain fields will be displayed on the agent desktop when a call es. Not al fields will be displayed — it depends on the caller’s objectives (sales, support?) The layout is specified in the script. The Set Enterprise Call Info step communicates the layout. Creating Layout Lists reer ean * Configures Up to 16 fields tobe displayed ~ Display order = Layout List is selected by script (sales, support) * Different data displayed for: ~ Sales: Customer ‘Account Number | Support: Service | Number 18-10 Deploying Cis00 Untied Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, In.Designating VoIP Monitors The task of monitoring VoIP traffic may be distributed across many VoIP Monitor Expansion servers. This screen designates which server is used to monitor the VoIP traffic for a specific agent phone. This is how the monitoring effort is distributed between the monitoring servers. Designating VoIP Monitors + Sot a default VoIP. === = Monitor Server 2-8 sAssinavor fe aon nnanpivaoene Bene toa | di sane specific device Sine css) toma tern (agent phone) = + Enable Desktop Monitoring The VoIP Monitor window enables you to: m= Set a default VoIP Monitor server = Configure devices to be monitored by specific VoIP Monitor servers ‘= Enable desktop monitoring for each device {© 2007 Gisco Systems. Ine Desktop Administrator 13-11Desktop Monitoring IP Phone Configuration When Desktop Monitoring is enabled, software on the agent desktop handles recording and monitoring requests for that agent. This is possible only on desktops that are physically connected to the network through a hard IP phone (Cisco models 7910, 7940, and 7960), SPAN Port configurations are only required to monitor agents using IP Phone Agent. Desktop Monitoring IP Phone Configuration * Monitoring requires Network 7940, 7941, 7960, physical network Switch 7961, 7970 or 7974 Eotnccton trough IP Phone + 7940, 7941, 7960, Fon, for0or Toh + SPAN Pot only fequred for Monitoring IP Phone Agents (no PC!) CAD PC w! Monitoring Services Installed, Enabled 49-12 Deploying Cisco Unified Contact Center Express (UCCXD} v2.0 (© 2007 Cisco Systems, IneDesktop Configuration This topic describes the branch of the Desktop Administrator tree named Desktop, Configuration. This branch allows you to configure dial strings, phone books, reason codes and work flow groups. Overview This section will discuss the following Desktop Configuration topics. Desktop Configuration Overview * Dial Strings + Phone Book » Reason Codes = Work Flow Groups. * Selection displays screen on Fight {© 2007 Cisco Systems, Ine. Desktop Administrator 13:43,Dial Strings ‘The Dials Strings section allows the configuration of telephone numbers for both incoming and outgoing calls i iT Dial Strings - Telephone Number Display * Defines how telephone numbers are displayed on the desktop * Outgoing Calls = Prefixes ~ Area Code Treatment = Dial Plan Formatting * Miscellaneous = Clipboard interactions Telephone Number Display Tab The Telephone Number Display tab enables you to configure how phone numbers are displayed in Agent Desktop. The selections you make are reflected in the Sample fields. Outgoing Calls Tab The Outgoing Calls tab enables you to configure your local area codes and exchanges. Miscellaneous Tab ‘The Miscellaneous tab sets up further dialing properties that work with Windows clipboard, 12-14 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 ‘© 2007 Gisoo Systems, Inc.Phone Book Agents can use the phone book lists to make phone calls, Phone Book + Lists of phone numbers available to agents, = Recent Call List Personal Phone Book ~ Global Phone Books, shared by agents = Configuration allows administrator to = Disable all phone books Disable personal phone books ~ Greate or edt phone books via Bhone Book Editor Agents have several lists of phone numbers available to them: m= The Recent Call List, a dynamic list of up to 100 recently called phone numbers kept by the Agent Desktop = A personal phone book, created and maintained by the agent (and enabled/disabled by the system administrator) = Global phone books, created by the system administrator with the Phone Book function The Phone Book window enables you to set up and manage the global phone books that are shared by agents. Phone books and phone book entries are created and maintained in the Phone Book Editor dialog box. ‘The Phone Book Editor enables you to set up and maintain global phone books. (© 2007 Cisco Systems. in Desktop AdministratorReason Codes Reason codes describe why an agent has changed to the Not Ready agent state or has logged ‘out, Reason codes are set up and maintained using the Reason Code window Reason Codes + Reason Codes for: = Log Out ~ Not Ready + Add Reason Codes as required * Enable forced entry when logging out or not ready * Reportable * System generates ‘some Reason’ Codes in 327XX range Drew Reserved Reason Codes Reserved reason codes, identified by “[RESERVEDT’, after the description) are predefined in Directory Services and cannot be created or deleted. You can, however, change a reserved reason code’s number. CRS-Generated Reason Codes ‘There are also CRS-generated reason codes that are entered when an agent is automatically put in the Not Ready state. For instance, when an agent receives a non-ACD call, the agent is put into the Not Ready state by CRS and the reason code 32761-Non-ACD Call is entered. The CRS-generated reason codes are: Code and Description m= 32755 Call ended m= 32756 Device in service m= 32757 Unified CM failover m= 32758 Work timer expired = 32759 Device out of service = 32760 Logon = 32761 Non-ACD call Code and Deseription 32762 Off hook 32763 Ring no answer 32764 CRS failover = 32765 Connection down = 32766 Forced logout = 32767 Forced login = 32768 Off hook 13-16 Deploying Cisco Unied Contact Genter Express (UGGXD) v2.0 {© 2007 Gisco Systems, Ine.Workflow Groups Work Flow Groups allow a agent desktop configuration to be shared among many agents, thus reducing the need to configure each agent interface. Workflow Groups ~ User Interfaces = Susert00 ~ Work Flows + ertapres ats nterprise Data + Tr werk Flow Enterprise Dat werk Pow * Work Flow Groups allows a shared i Une rertce desktop configuration to be assigned to Sas many agents, for example: numer Osta + Ewart Foe ~ Sales B rao. ote - * tue rete Suppor ———————____,_,s + Allnew agents are assigned othe = pearra cine default and may be moved to other 8 tots groups Sipenece Use the Work Flow Groups function to create and configure agent work flows, to customize the Agent Desktop interface. Under the Work Flow Groups node is the Agents sub node, under which are the specific work flow groups. When you click on a specific work flow group in the left pane, the elements that make up that work flow group appear as sub nodes. The elements are: = Enterprise Data: Enables the configuration of enterprise data on the agent desktop for the selected work flow group. ‘Work Flow: Enables creation and editing of work flows for the selected work flow group. m= User Interface: Enables the configuration of the Agent Desktop interface for the selected work flow group. {© 2007 Cisco Systems, Ine Desktop Administrator 13-17User Interface - Toolbar The User Interface Setup window enables you to configure the appearance and behavior of the Agent Desktop. = aT User Interface — Toolbar * Show or hide buttons on agent desktop * Associate actions with task buttons (Task 1-10) * Customize icons User Interface — Show Data Fields The Show Data Fields tab configures the data fields that appear in the contact appearance pane in Agent Desktop. This tab can also be used to rename those data fields User Interface — Show Data Fields = Configures data fields ST that appear in contact tans Sento ten | pane on CAD desktop ce ga ‘when agent is talking oe * Configures order of data fields 18:18 Deploying Cisco Unified Contact Center Express (UCCXD) v20 (© 2007 Cisco Systems, Ine.User Interface - Miscellaneous Use the Miscellaneous tab to set other user interface options. User Interface - Miscellaneous * Establishes agent desktop window behavior tonometer | ei Normal omen oom Keep Open tr . ~ Always on Top =e me ~ Stealth aon - Agent's Choice cccauataueeitidlineeeat * Macro Hot Key used to suspend macro recording * Rules processing for first line only * Audio feedback notice for chat, barge-in, intercept, recording User Interface — IPPA Check the check box on the IPPA tab to enable agent-initiated recording for IP Phone Age users. This option is available only if you have the Enhanced or Premium version of CAD. User Interface — IPPA + Enables agent- “eit 2orDweriie Mtns FPA [one Sane initiated recording for IP Phone o earn Agents (IPPA) {© 2007 Cisco Systems, In. Desktop Adminisiator 13-19,Embedded Browser Setup A Cisco Agent Desktop (CAD) may have a web browser embedded into the agent window: This allows the agent to browse to a web page or the workflow to initiate a web page based on ‘enterprise data. ‘The following slides demonstrate how to enable the embedded browser using Cisco Desktop Administrator. Browser Setup + To enable embedded — browser, go to CDA and seis do the following: * Go to the "browser setup” tab * Enable Integrated Browser + Allow Address Editing (URL), any sites * Establish Home page 48:20 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneEmbedded Browser Setup (Cont.) The “Browser Setup” tab provides the windows to enable the embedded browser, Embedded Browser Setup (Cont.) + Onthe toolbar page, turn on “Visible” option for browser to allow agents to hide or show the browser Restart Agent Desktop To get the new workflow configuration, the CAD must be restarted ———S a ee Restart Agent Desktop * After embedded browser is enabled, agents need to log ‘out and log in to ‘see the browser Optionally, the Desktop Administrator may add HTTP actions in workflows Feature also available in Unified CCX 4.0(3) er eu {© 2007 Cisco Systems, ie. Desktop Administrator 18.21Work Flow The work flow can now be configured. A work flow is a sequence of actions that takes place when a specifi Work Flows Work Flows are a sequence of actions triggered by a specific call event Work Flow configuration of three functions: Event: Five events occurrences are agent desktop startup or shutdown, ringing, answered or dropped calls Rule: A data condition required before action is invoked ‘Action: An occurrence that is invoked when a rule is met sll event oceurs. Use the Work Flow Setup window to set up a work flow. To set up a work flow, you must configure the following three functions: Event: Application or call occurrence. Available events are: Startup Shutdown Ringing, Answered. Dropped. Rule: A data condition that must be met before an action is performed. Action: An occurrence that happens when a rule is met, When an event occurs, rules are evaluated. Ifa rule is met, an action takes place. 49:22 Deploying Cisco Uniied Contact Contor Express (UCCXD) v2.0 {© 2007 Cisco Systems, IneWork Flow Configuration Sequence This is the configuration sequence to configure a work flow. Work Flow Configuration Sequence 1. Select the “escort event that triggers the workflow =— Setup rulesto | determine if action should prrnvratow be invoked * came C Choose one or more actions to invoke ‘The general procedure for configuring up a work flow is; Select the event that triggers the work flow. Set up one or more rules to determine if the action(s) should be run, and determine whether the action runs if either any of the rule's data conditions are met, or if all the rule’s data conditions are met Choose one or more actions to run when the event occurs and the rules are met. Actions run in the order in which they appear in the list. Edit the Data Field conditions that constitute the rule Enable the rule (© 2007 Gs00 Systems, ne Desktop Administrator 13-23,Work Flow Configuration Sequence (Cont.) This slide continues the five-step sequence. Work Flow Configuration Sequence 4. Edit Data Field Conditions Data Field — Enable Condition — Data Field Filter ~ List if applicable 5. Enable Rule Lab exercises will cover several Work Flow examples 18:24 Deploying Cisoo Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systoms, Inc.Enterprise Data Enterprise data setup establishes thresholds for call activity and enables the ability to edit enterprise data Work Flow - Enterprise Data * Configuration screens allow agent to edit Enterprise Data (eae cotton fields during call * Establish =o caution and =t warning timing = thresholds for sree marae can tenton call activity csQ Agent ‘The Enterprise Data Setup dialog box allows you to: = Configure Agent Desktop so that agents can edit enterprise data = Sct thresholds for all duration at a particular type of device while a call is in the contact center. A caution or warning icon will appear in the call activity pane on the agent desktop. Data Tab ‘The Data tab controls whether or not the agent is allowed to edit the enterprise data displayed in ‘Agent Desktop. Check or uncheck the check box to enable/disable editing. Call Activity Tab ‘The Call Activity tab allows you to set the thresholds for call duration at a particular type of device (CSQ and Agent) while a call is in the contact center. If eall remains at a device longer than the defined Caution or Warning threshold, a Caution or Warning icon is displayed next to the device name in the Agent Desktop call activity pane. {© 2007 Cisco Systems, Ine Desktop Adminstrator 13-25,Wrap-up Data (Unified CCX 5.0) Wrap-up data descriptions are used by contact centers for purposes such as tracking the frequency of different activities and identifying the account to which to charge a call, Wrap-up data is set up and maintained using the Wrap-up Data Editor window. Wrap-up Data (CCX 5.0) * Wrap-up data is used to track activities ina contact center “Ifenabled, when agent sss leaves the work state, they are offered a list of wrap-up date to select * Reports are available ° Sai * Only available in Unified CCX 5.0 During a call, the agent selects the Work state. If wrap-up codes are enabled, the agent then selects the appropriate wrap-up code to describe the work time for the call When the wrap-up work is completed, the agent selects another state. You can configure CRS so that agents in specified contact service queues automatically transition to the Work state after a call (Automatic Work option). You can also configure how long the Work state lasts (Wrapup Time option). When the configured time period is over, the agent is automatically transitioned back to the Ready state, There is no limit on how many wrap-up data descriptions can be set up for Agent Desktop. IP Phone Agent has a limit of 100 wrap-up data descriptions ‘When creating wrap-up data descriptions, follow these guidelines: = Descriptions may consist of up to 39 alphanumeric characters. = No punctuation or other characters are allowed. = Duplicate descriptions are not allowed. = Wrap-up Data is only available in Unified CCX 5.0 19:26 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, InePersonnel Configuration This topic describes the configuration of personnel to include agents, supervisors, and CSQs, All of these items are established in CRS Administration and therefore few changes can be ‘made from these screens, Personnel Configuration does assign Work Flows to the agents, Agents The Work Flow group for each agent can be assigned using Agent Configuration Agents Displays agents configured in CRS Administration Configuration for agents, cememeas ‘Supervisors and teams is done in CRS Administration Displays Agent Name and Team Configure or change Work Flow Group for each agent via Agent Properties: as {© 2007 Cisco Systems, in. Desktop Administrator 13-27Supervisors ‘The Supervisor tab will display supervisors and allow supervisor password administration, Supervisors se * Displays supervisors configured in CRS Administration Displays Supervisor Name’ Display Supervisor Properties: = Change password Display assigned team(s) Teams ‘The Teams tab displays the Team assignments for agents, supervisors and CSQs. Teams + AllTeams are configured in CRS"Administraton * Supervisors Primary required Primary or Secondary tured go Supervisor can foginto C80 + Agents ‘Agents can only belong to ote team ~ Available Agents may be in Sather toa » esas CSQs uses to route calls to this team 18:28 Deploying Cisco United Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, IneSummary This section summarizes the key points you leamed in this lesson. Summary * Configure the Unified CCX Enterprise Data using the Desktop Administrator * Configure work flows, personnel, teams * Build macro-activated tasks for the agent desktop * Create screen pops, macros * Launch third party applications * Create Wrap-up codes 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 For the associated lab exercise, refer to the following section of the course Lab Guide: = Go to Lab Exercise 13 to modify your healthcare script to include using layout lists and workflows, (© 2007 Cisco Systems, ne. Desktop Adminstrator 13-29Lesson 14 Remote Monitoring Overview This lesson discusses the Cisco CRS Remote Monitoring feature. The Ciseo CRS Remote Monitoring feature allows a supervisor (or manager) to call into any site where the supervisor has a Cisco Unified CM user profile and monitor an agent's, conversation. The supervisor, when monitoring a conversation, can hear all parties on the call. The parties will have no indication that the supervisor is monitoring the call. The supervisor cannot join the call or be heard by the parties. Objectives Upon completing this lesson, you will be able to configure and test a Remote Monitoring application. This ability includes being able to meet these objectives: m= Understand the features and functions of CRS Remote Monitoring, = Configure a CRS Remote Monitoring application m= Test a CRS Remote Monitoring ApplicationRemote Monitoring This topic presents a overview of CRS Remote Monitoring. Overview The supervisor may call into a remote monitoring application and monitor an agent or a CSQ. Overview * A remote monitoring supervisor may call an application that enables remote monitoring of a: ~ Specific agent extension (immediate), or CSQ (next call into CSQ) = Remote Monitoring Supervisor — Used only to remotely monitor ~ Must be a Unified CM user Must have a numerical Unified CM User ID Not same type of user as a contact center supervisor * Only monitor capabilities No barge-in or intercept — No monitoring notification to the agent Remote monitoring allows a supervisor to monitor a call in two ways: = By Agent Extension: In this case, the supervisor identifies the resource by agent extension. — Ifthe agent is on a call, monitoring will begin immediately. — Ifthe agent is not on a call, monitoring will begin when the agent is presented with a call (that is, when the agent’s phone rings) or when the agent initiates any call = By CSQID: In this case, you will monitor the call of an agent who belongs to a specific CSQ. The supervisor selects the CSQ by its numeric ID. When a Unified CCX call is presented to an agent who belongs to the selected CSQ, monitoring will begin for that agent and call, Note For CSQ monitoring, the supervisor cannot start monitoring the call after it connects to the ‘agent: the call must arrive atthe agent after supervision begins. For agent monitering, supervision can bagin after the call connects to the agent. 442 Deploying Cisco Unifed Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, ne.Remote Monitoring Configuration This topic describes the steps to configure remote monitoring, Configuration Steps There are four steps required to configure remote monitoring. The first step is done in Cisco Unified CM configuration, Configuration Steps Create a New Unified CM user 2. Create a Remote Monitoring Supervisor 3. Assign Resources and CSQs to be monitored to the new supervisor 4. Configure a Remote Monitoring application using the rmon.aef script {© 2007 Cisco Systems, ne Remote Monitoring 1431. Create a New Unified CM User The first step is to create a new Unified CM user to be used when the calling supervisor logs into the application, SS a | Create a New Unified CM User = Creates a new user on Unified CM * User ID must be numerical to lag into remote monitoring application * PIN will be used to log into application * Not required to enable CT! ‘Application Use, user does not have CAD, 2. Create a Remote Monitoring Supervisor The second step is to configure the new supervisor with supervisor rights using CRS User Management. Create a Remote Monitoring Supervisor ented * Configures the new Unified CM user as a supervisor and not an administrator * Access via: CRS. ‘Administration > Tools > User Management * Select Supervisor for this, user “44 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine.4. Configure a Remote Monitoring Application 3. Assign Monitored Resources, CSQs ‘The third step is to assign agents and CSQs to be monitored by each supervisor. ———E— Assign Monitored Resources, CSQs + Resources that can be ; a z monitored by Pemeuiieeseecee tt baaceain irl) this numerical supervisor Agents ~ CSOs ‘Subsystems > mcm > Remote Monitor > User ID Select CQ and Agents to monitor The fourth and final step is to create a Remote Monitoring application that can be used by all of the remote supervisors. Configure Remote Monitoring Application Sea. * Application to be dialed by any remote ‘supervisor to Cisco Script Application start monitoring an agent or CSQ * Based on rmon.aef script {© 2007 Cisco Systems, nc. Remote Monitoring 145Learn the CSQ IDs To remotely monitor a CSQ, the application will ask for the CSQ ID. ‘This is the CSQ ID that appears on the Agent Desktop during a call Learn CSQ Ids (CCX 4.X) Leger vei * To remotely monitor a CSQ, the rmon application asks for the caller to enter a numerical CSQ 1D * Access this page by logging in with the new supervisor credentials hitp:/I/AppAdmin Select View CSQ + Leam and note the CSQ ID To learn the CSQ ID: = From your browser start the supervisor URL: http:///Appadmin aL in with your new supervisor credentials View CSQ = Note the ID for each CSQ. The application will ask for this ID when you indicate that you ‘want to monitor a CSQ. = Sele 146 Deploying Cisco United Contact Center Express (UGGXD) 20, {© 2007 Cisco Systems, Ie.Summary This section summarizes the key points you learned in this lesson. Summary + Understand Remote Monitoring = Configure Remote Monitoring * Tested Remote Monitoring (Lab) References 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 For the associated lab exercise, refer to the following section of the course Lab Guide: Lab Exercise 14 10 work with Remote Monitoring. {© 2007 Cisco Systoms, ine. Remote Monitoring 147Lesson 15 Outbound Preview Dialer Overview The Outbound Preview Dialer feature provides outbound dialing functionality in addition to existing Unified CCX inbound capabilities. This feature allows agents who are not busy with inbound calls to preview and handle outbound calls. With the outbound feature, customer calls are placed using the Cisco Agent Desktop by way of the Unified CM for call control, Objectives Upon completing this lesson, you will be able to implement and test the Outbound Preview Dialer. This ability includes being able to meet these object = Configure Outbound Preview Dialer = Enable agents for Outbound Preview Dialer = Create Outbound CampaignsOutbound Preview Dialer Overview ‘The Cisco Unified CCX Outbound Preview Dialer provides a blended agent environment for both inbound and outbound calls. Overview = Outbound Preview Dialer adds blended preview outbound dialing capabilities to CRS 5.0 * Provides ability to create and schedule Outbound Preview Campaigns * Available only with Cisco Unified Communications Manager * Requires a separate per seat Outbound Feature license, supported for Unified CCX Premium only * Maximum number of combined inbound and outbound agents supported is 300 * Agent licenses follow same concurrency model as inbound calls ‘The Outbound feature supports the direct preview mode in the Unified CCX Release 5.0(1). The direct preview dialing mode allows agents to preview a customer call on CAD before the call is placed. The advantage of this mode is that an agent is already on the call when the customer answers and can quickly begin talking with the customer immediately. The Outbound subsystem presents the agent with a popup window displaying the customer information prior to placing the Outbound call. The agent has the choice of accepting the call or ignoring it. The Outbound subsystem dials the customer only if the agent accepts the call. If the agent accepts the call in this mode, the Outbound call is initiated from the agent’s phone. Since the call is initiated from the agent's phone, the agent can hear the customer's phone ring and also hear other tones, such as a busy signal, 152 Deploying Cisoo Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneOverview (Cont.) ‘The Outbound Preview Dialer feature has the following characteristics. Overview (Cont.) + Maximum of 15 campaigns supported and maximum of 410 CSQs can be assigned to a campaign = The contacts to dial are stored in the CRS Database = Customer name ~ Account number ~ and up to 3 phone numbers = Inbound calls are always treated at a higher priority than outbound calls ‘The Outbound Preview Dialer feature topic continues with the following characteristics. Overview (Cont.) * Outbound Campaign selects agents from CSQs assigned to it Multiple CSQs can be assigned to same Campaign ‘Same CSQ can be assigned to multiple campaigns * Individual CSQs can be configured as inbound only (default) or blended (inbound and outbound) * The percentage of agents in a CSQ that can be used for outbound calls can be specified {© 2007 Cisco Systems, Ine ‘Outbound Preview Dialer 153‘The following Unified CCX components are involved with this feature. Architecture * Involves following components of Unified CCX — Application Administration ~ Database (for storing Outbound Configuration and Dialing List) (Outbound Subsystem = Resource Manager/Contact Manager (RmOm) Subsystem ~ CTI Server Cisco Agent Desktop Historical and Realtime Reporting * Does not requires any additional servers ~ Runs on Unified CCX active / standby server 454 Deploying Cisco Unifed Contact Center Express (UCGXD) v2.0 {© 2007 Cisco Systems, in.Configuration This section addresses the tasks required to configure the Outbound Preview Dialer feature and. subsystem, Configuration Administration The following is an overview of the general administration for this feature, Configuration Administration = Use CRS Application Administration * Screens in Application Administration provide the following capabilities: ~ Configuring Outbound General Properties, ~ Managing Outbound Campaigns = Importing Contacts for Campaigns — Managing Area Codes / Time Zone information * Outbound Subsystem in the Control Center permit subsystem status checks * Trace Configuration screens now include Outbound Subsystem tracing {© 2007 Cisco Systems, ine. ‘Outbound Preview Dialer 185Licensing Outbound Preview Dialer requires additional per-seat licenses. Li | Licensing * License is uploaded via AppAdmin in the same manner as other CRS licenses cense Informatio ‘Maximum number of sess Outbound licenses Pa cannot exceed inbound seat licenses * Licensing uses same concurrency model as inbound voice Control Center Anew outbound subsystem is created when the outbound licenses are uploaded, PS a | Control Center + Outbound Subsystem status visible from the Control Center * Possible States: Outof Service, Initializing, In Service + Requires RmCm_ Subsystem to be In Service » Requires Config Data ‘Store to be In Service {on both nodes in a 2- node cluster) 158 Deploying Cisco Unified Contact Center Express (UCGXD) v2 (© 2007 Cisco Systems, IneOutbound Subsystem General ‘The new outbound subsystem is accessed to stat the configuration process. Outbound Subsystem + New Outbound ‘Subsystem — accessible from the Subsystems Menu += Starting point for Outbound Configuration = Launch configuration pages from here | Configuration EZ as General Configuration + Specity Contact Center Outbound Dialing Time Range “outbound configuration Specify Dialing Brefixes (Switch = Configuration) Specify handling of Técal Area Codes Specify CSOs to be Used for Ourbound Bisling vse + £80 Allocation for : Sutbound (expressed as . ess pereeniage of : = foaged in agents) : ti ‘The following Outbound Configuration tasks are required to implement this feature. (© 2007 Cisco 5) ystems, ne ‘Outbound Preview Dialer 187Campaign List A campaign is a grouping of contacts for a particular purpose, such as a sales drive or a general announcement toa group of customers. Campaigns are used by Cisco Unified Outbound Preview Dialer to automatically place outgoing cals to a specific list of contacts. This following shows a list of campaigns and the page to create new campaigns. Campaign List + shows tof outoundconguration eonngursd "ee Saint wi Someeeten” => onary + Deteo Bo Not : at Sonate wi shiaeldacetmscoueery ‘mark a contact ‘marked Do Not Call during a campaign, as Do Not Call for aii campaigns to which that contact, belongs 45:8 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneCampaigns The following is the administration page used to create or modify a campaign. Campaigns * Campaign names Outbound Configuration must be Unique + Enabled campaigns are active ne + Contact records cache size is the " umber of se ten Contacts that will be retrieved from the DialingList fable in one batch for that Campaign ‘This slide is # continuation of the above discussion. Campaigns (Cont.) * One or more ‘Outbound Configuration CSQs can be assigned to Campaigns * Maximum 15 ‘Campaigns Supported with max 10 CSOs each * Once all the records retrieved for a campaign have been dialed, the Dialer will fetch another batch of records for that campaign * Import Contacts from here, {© 2007 Cisco Systems, ine. ‘Outbound Preview Dialer 169Importing Contacts The following addresses the process of importing contacts from a Importing Contacts + Facltates uploading contacts to DialingList table for the specific Campaign from a text file (csv) Contact field types are fixed (custom field types. not allowed) Contact list must be verified against any Federal or Local 'Do Not, Call’ lists for DNC Process Compliance — prior to importing using this tool This is bulk import and individual contacts will not be displayed This slide is a continuation of the above discussion. Importing Contacts (Cont.) = Allowed field types in CSV files — First Name ~ Last Name ‘Account Number Phone 1 Phone 2 Phone 3 = Fields may be in any order * Phone 1 is required, rest of the fields are optional = Contacts with matching phone numbers will be updated (not overwritten) — applicable to any of the 3 phone number fields 15.10 Deploying Cisoo Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, IneManaging Area Codes Area codes are the catalyst for determining the time zone of the contact so the calls may be made during acceptable timeframes. Managing Area Codes (Cont.) ‘Outbound Configuration * Anew area code can be added with the region information ‘= Whill importing contacts, the phone number of the contact is compared with the area codes/region maps to determine the local time zone of the contact + Ifno matching area code is found, the contact’s local time zone is assumed to be the Unified CCX server time zone In the Outbound Preview Dialer option, the area code determines the geographical location of the phone number you dial, which correspondingly provides the Greenwich Meridian Time (GMT) zone. The db_cra database contains a mapping of the area codes to the time zones. ‘The U.S. area code mappings are provided along with the product. Intemational customers should provide their own data and add it to the database. (© 2007 Cisco Systems. In. (Outbound Preview Dialer 15-11Managing Area Codes (Cont.) Additional area codes may be added for refinement. ee Managing Area Codes (Cont.) Outbound Configuration + Anew area code can be added with the region information + While importing contacts, the phone number of the contact is compared with the area codes/region maps to determine the local time zone of the contact * Ifo matching area code is found, the contact’s local time zone is assumed to be the Unified CCX server time zone 1512 Deploying Ciseo Uniled Contact Center Express (UCEXD) v2.0 (© 2007 Cisco Systems, in.Configuration Updates ‘This topic addresses when configuration updates are effective. Sd Configuration Updates = Most Configuration Updates made via AppAdmin take effect immediately or with the next call (as applicable) = Any change that effectively results in stopping a running campaign (changing start/stop time, enable/disable status) will cause the in-memory contacts to be “recalled” — meaning such contacts will be deleted from memory and their status in DialingList will be reset = Changes to area codes / region will take effect the next time contacts are imported * On a 2-node cluster, all Unified CCX configuration changes require both nodes to be In Service Whenever Outbound parameters are modified in the CRS Administration GUI, the changes take effect immediately. If'a new CSQ is added using the RmCm -> Contact Service Queue menu option, itis instantly displayed in the list of available CSQs in the General configuration page in the CRS Administration GUI as this list is dynamically updated. If a CSQ is modified and if this impacts the allocation of agents, the Outbound subsystem is aware of this change as it refreshes the list of agents in each relevant CSQ periodically. m= Ifa configuration change affects the Outbound contacts dialing process (for example, if campaign is disabled or a CSQ is removed from a campaign), the Outbound subsystem stops processing the Outbound contacts, recalls these contacts to the database, and resets the call status to Pending, = Ia campaign start time is changed, the Outbound subsystem checks if the campaign is enabled, If itis enabled, and if the new start time is after the current time, it performs the following actions — Sends a recallContactsMsg to the Outbound subsystem passing the campaign ID. — Forall Outbound contacts for this campaign in the Outbound subsystems memory, it resets all Outbound contacts to the pending state and clears them from memory. If the campaign is disabled or if the new start time is before the current time, the Outbound subsystem ignores this change, {© 2007 Cisoo Systems, in. (Outbound Preview Dialer 75-13= Ifcampaign end time is changed, the Outbound subsystem checks if the campaign is ‘enabled. If it is enabled, and if the new end time is before the current time, it performs the following actions: — Sends a recallContactsMsg to the Outbound subsystem passing the campaignlD. For all the Outbound contacts for this campaign in Outbound subsystem's memory, it resets all the Outbound contacts to the Pending state and clear them from memory If the campaign is disabled or if the new end time is after the current time, the Outbound subsystem ignores this change. Enable Direct Preview in Cisco Desktop Administrator ‘The Cisco Desktop Administrator must be accessed for each Work Flow Group to enable the Outbound Direct Dialing option. a Cisco Desktop Administrator * Cisco Desktop EATERY Administrator (CDA) requires configuration for each workflow group * Direct Preview checkbox must be checked to enable agents to handle preview ‘outbound calls 18:14 Deploying Cisco Unified Contact Cantor Exess (UCCXD) v2.0 (© 2007 Cisco Systems, IncOutbound ECC Variables ‘There are seven pre-defined variables for Outbound Preview Dialing, Outbound ECC Variables + Outbound Dialer uses pre: defined ECC variables on calls to communicate with CAD Only a single default layout is available (as opposed to inbound voice) and is called OODefault (OODefautt is pre-populated with system-defined ECC variables used by Outbound Preview Dialer. Only these pre-defined system ECC variables will be populated with values on an outbound call (© 2007 Cisco Systems, Ine. ‘Outbound Praview Dialer 15415Outbound Agent Experience This topic describes the outbound agent call experience Outbound Preview Dialer Call Flow This is the process of a outbound call flow. Outbound Preview Dialer Call Flow * Campaigns are scheduled via Application Administration and contact records imported to the DialingList (DL) table + When an outbound agents become available, CRS Outbound Subsystem retrieves records from DL, and for each record, selects an agent based upon CSQ(s) assigned to the Campaign = The record is presented to the agent (via CAD) and the agent has choices to “Accept”, “Reject”, or “Skip” the record (call) * If agent Accepts, the outbound call is placed using the agents’ phone * Callis classified as Voice by default. Agent has the option to reciassify the call as appropriate (FAX, Answering machine...) * The contact record in DialingList is table is updated with the appropriate call classification 415-18 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, ine.CAD Desktop ‘The Cisco Agent Desktop has outbound buttons which are enabled when an outbound call is presented to an agent. CAD Desktop Sefnce ciacare = CAD in READY state, no inbound or outbound calls, = Qutbound buttons will enable when outbound call is presented and agent is in Reserved state 18.2007 Cisco Systems, In. ‘Outbound Preview Dialer 15:17Preview Calls: Agent Options ‘When presented with an outbound call preview, the agent has six choices. Preview Calls: Agent Options When a preview call is offered, the agent is placed in RESERVED state and following six buttons are enabled * Accept: Accepts the current preview record. This will initiate the outbound call to the customer from the agent's phone. * Reject: Rejects the current preview record. This will cancel the agent reservation and change her state to Ready. The agent can now handle either inbound or outbound calls * Reject-Close: Rejects the current preview call and closes the record so it will not be called again for this specific campaign. This will cancel the agent reservation and change the agent state to Ready. The agent can now handle either inbound or outbound calls, 16-18 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, Ine.Preview Calls: Agent Options (Cont.) ‘The last three choices are as follows: Preview Calls: Agent Options (Cont.) * Skip: Skips the current preview record. Agent usually remains reserved to handle another outbound contact * Skip-Close: Skip the current preview call and closes the record so it will not be called again for this specific ‘campaign. Agent usually remains reserved to handle another outbound contact * Cancel Reservation: Cancels the agent reservation and places the agent in Not Ready state. The record remains open in the database. Clicking Cancel Reservation has a similar effect to clicking Reject ‘except that the agent goes to Not Ready instead of Ready. {© 2007 Cio Systems, ine ‘Ouibound Preview Dialer 15-19Re-classifying Outbound Calls The agent has an option to re-classify a successfully completed outbound call. There are six options: Re-classifying Outbound Calis Any outbound preview call that is perceived by CRS to be successfully connected to a customer (or answering machine) is automatically classified as ‘Voice’ by the system. If agent wishes to re-classify the call, the following six options are available (while in TALKING or WORK state): * Answering Machine: Re-classifies the call as an answering machine call = Fax/Modem: Re-classifies the call as a faximodem call « Invalid: Re-classifies the call as an invalid call Re-classifying Outbound Calls (Cont.) * Voice: Re-classifies the call as Voice. This button is enabled only if one of the other buttons has been pressed and the call has been classified as something other than voice. * Do Not Call: Marks a call as “Do Not Call” for the current campaign, if instructed by the customer. A CCX administrator will be able to remove the record across all the campaigns from AppAdmin (by clicking the Delete Do Not Call Contacts link from the Campaigns List Page) * Busy: Re-classifies the call as busy if the result of the call is a busy signal 15:20 Deploying Cisco United Contact Center Express (UGGXD) v2.0 (© 2007 Cisco Systems, neCallback Options This topic describes the callback options when a customer requests a callback More Call Options The agent can schedule a callback or skip to the next phone number on thelist. More Call Options (Once the outbound call is connected to the customer or the agent is in the Work state, the following buttons are available: + Callback: to schedule a customer requested callback or to clear a scheduled callback + Skip-Next: to dial the next phone number provided for this customer (Dialing List supports up to 3 phone numbers). When this button is selected a menu is displayed with the following options: Wrong Number: The agent is informed that the number called jis a wrong number. The next time this contact is retried, the system will automatically dial the next phone number for this customer (if available) — Not Home: The agent is informed that the customer is not home. The next time this contact is retried, the system will automatically dial the next phone number for this customer (if available) (© 2007 Cisco Systoms, in. ‘Outbound Preview Dialer 15:21Callbacks Customers can request a callback ata specific time and phone number. Callbacks Customers can request callbacks at a specific callback phone number and specify the time/date of the callback. This information (the callback phone number, date, time) is stored in the DialingList table. The callbacks are handled as follows: * Callbacks are given priority over other outbound contacts * Different Time Zones: If the server's time zone differs from the contact's time zone, then the callback time is converted to the server's time zone and stored in the database. ‘= Agent Not Available: The default callback time limit is 15 minutes (configurable) before and after the customer-specified time. Ifno agent is available the callback is handled per rules for missed callbacks Missed Callbacks There are three possible rules for missed callbacks. Missed Callbacks Three actions options available for handling missed callbacks + Reschedule it to the same time on the next business day * Mark it as another retry (the callback phone number is removed and the callback date time is ignored). In this case, the customer record moves out of the callback state and into the retry state. = Close the record (never dialed again). Invalid number: If the number is invalid, the callback continues to be retried until the callback time limit expires or the agent reaches the customer. 1522 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneMarking Contacts as Do Not Call ‘The agent can mark mark the contact }0 No Call” for all of the campaigns. Marking Contacts as Do Not Call When an agent reclassifies a call as Do Not Call from CAD, the Outbound subsystem marks it as Do Not Call for the Campaign for Which this contact was called. However, that contact may be called for a different Campaign ‘Administrators can mark such a contact as "Do Not Call across all ‘Campaigns and delete those contacts (via AppAdmin). When the Delete Do Not Call link is clicked in AppAdmin, the following actions are done’ * All contacts marked do not call are exported to a text file wfavwid\DoNoICall x. I the file already exists, the new contacts, being exported are appended to the fle along with a timestamp of when the export was done. * After the Do Not Call contacts are exported to the tex fle, they are ‘marked inactive in the DialingLst table and are permanently deleted from the database when the database is purged Marking Contacts as Do Not Call (Cont.) The following occurs when the Delete Do Not Call link is clicked. Marking Contacts as Do Not Call (Cont.) When the Delete Do Not Call link is clicked in AppAdmin, the following actions occur: * All contacts marked do not call are exported to a text file :\wfavvid\DoNotCall. tx, — If the file already exists, the new contacts being exported are appended to the file along with a timestamp of when the export was done. * After the Do Not Call contacts are exported to the text fle, they are marked inactive in the DialingList table and are permanently deleted from the CRS database when the CRS database is purged contact as “Co Not Call” for a specific campaign. An administrator can ‘© 2007 Cisco Systems, Ine ‘Outbound Preview Dialer 15:23Dialing List: Call Status The Dialing List maintains the status of each call in the list. i | Dialing List: Call Status The DialingList stores data pertaining to the status of each contact. Possible values for the Call Status field are: * 1 = Pending: The call is pending, + 2= Active: The record is sent (active) to the Outbound subsystem for dialing + 3 = Closed: The record is closed + 4 = Callback: The record is marked for a callback + 5 = Max Calls: Maximum attempts have been reached for this record (considered closed). = 6 = Retry: This record is retried since the previous attempt resulted in busy, answering machine etc. «7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, they are moved to this state Ls | Dialing List: Call Result The Dialing List maintains the information about the call status. | Dialing List: Call Result Call Result fields provide more detailed explanation for the Call Status (Separate for each phone number ~ and the last call). Possible values + 1= (Voice) Customer answered and was connected to agent + 2= Fax machine detected. + 3= Answering machine detected + 4= Number reported as invalid by the network + 5 = Customer does not want to be called again. + 6 = Number successfully contacted but wrong number * 7 = Number successfully contacted but reached the wrong person + 8 = Customer requested regular callback + 9'= Agent has skipped or rejected a preview call + 10 = Agent has skipped or rejected a preview call with close option + 11 = Busy signal detected + 12 = Timeout (the agent did not respond in the allotted time to the previous call) 15:24 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine.Resetting Contact States at Midnight Several cleanup actions happen at midnight regarding the call status Resetting Contact Status at Midnight * The Outbound subsystem performs the following data cleanup actions at midnight (Fixed Schedule ~ non configurable): * The DialingList records with a CallStatus of Unknown (7) ate reset to Pending(1). A record could get into Unknown state due to system failure to update database while calls were in progress * Missed callback records (scheduled callbacks that could not be placed that day) are updated depending (on the missed callback action * Dialing list records with a CallStatus of Closed(3) or Max_Calls(5) are marked inactive so that they can be deleted when the Database is purged High Availability While Outhound Preview Dialing is supported in a HA environment, campaigns will stop when one of the two nodes fail. All subsystems must remain operational to continue campaigns. ee a High Availal HA model is different from inbound voice * Failover / Warm Standby not supported * Outbound Preview Dialer requires CDS (Configuration Data Store) to be running on both nodes. The outbound subsystem goes out of service when either one of these services is down (on either node in a 2-node cluster) ~ Microsoft Distributed Transaction Coordinator — CRS SQL Server - Contig * In a 2-node cluster, if either node is not functioning, the Outbound Campaigns are stopped unti either the failed node is restored or removed from the cluster Data integrity of DialingList (customer records) maintained for all customer records except for records that are being presented or have been accepted by agents at the time of failover ility {© 2007 Cisco Systems, Inc ‘Outbound Proview Dialer 15.25Real-time Reports This topic describes real-time reports (RTR) as they apply to Outbound Preview Dialers. Real-time Reports One of the new Real-time Reports is the Outbound Campaign Summary. La CETTE Reai-time Reports * Outbound Campaign Summary ~ Shows real time stats for the Outbound Campaigns + Modifications to existing Real-time reports Overall UCCX Stats Report include overall outbound stats — Resource Stats Reports include resource outbound stals, ~ Get Reporting Statistic step modified to include above 1:26 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, ‘© 2007 Cisco Systems, ne.Outbour ind Overall Report This report adds new outbound counters to the real-time reports Outbound Overall Report * Overall Unified CCX report includes new counters: active, preview, connected, offered, accepted, rejected, closed, timed-out, invalid number, voice, answering machine, requested callback, average/longest outbound talk duration * Number of active, preview and connected calls are for currently active calls. Outbout ind Overall Report (Cont.) This is an example of the Outbound Overall Report. Outbound Overall Report (Cont.) een ne uaa aE Ores {© 2007 Cisco Systems, Ine ‘Outbound Preview Dialer 1627Outbound Campaign Report ‘This report offers real-time status and information for each campaign. a Outbound Campaign Report * Shows campaign name, status (e.g. stopped, running), active, preview, connected, offered, accepted, rejected, closed, timed-oul, invalid number, voice, answering machine, requested callback, averagellongest talk duration. = Number of active, preview and connected calls are for currently active calls. Outbound Campaign Report (Cont.) This is an example of this report. Outbound Campaign Report (Cont.) 15-28 Deploying Cisco Unified Cantact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, ine.Outbound Resource Report This report offers real-time information and statistics about outbound agents. Outbound Resource Report = The Resource report includes outbound offered, outbound accepted, outbound rejected, outbound closed, outbound timed-out, outbound voice, outbound average talk/hold duration, outbound longest talk/hold duration Outbound Resource Report This is an example of this report. Outbound Resource Report (Cont.) (© 2007 Cisco Systems, nc. ‘Ourbound Preview Dialer 15-29,Real-time Report Guidelines These are a few guidelines regarding Real-time Reports a Sa Real-time Report Guidelines = Get Reporting Statistics workflow step enhanced to include all new outbound stats * In general, outbound durations are updated only after the call ends and the agent has moved out of Work state. = If an outbound call is transferred back to a route point and queued on a CSQ, the inbound overall and CSQ reports will get updated. If the call then goes to an agent, the outbound resource stats for that agent will be updated. Transfers and Conferences Outbound calls offer some varying characteristics in Real-time Reports, Transfers and Conferences = An Outbound Call that is transferred or conferenced continues to be treated as an Outbound call * For agents who join the call after being transferred or in conference, only Callback and Do Not Call (Re- classify) buttons remain enabled. All other re-classify options are disabled * Transferring or conferencing Outbound Calls to a “Trigger (Route-Point)” could cause the layout on the CAD to change if the call hits an inbound workflow that changes the layout * Real-time and historical report track the Outbound calls thru the transfers and conferences 15-30 Deploying Cisco Unified Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems. IneHistorical Reports This topic describes the two, new Outbound Historical Reports. Historical Reports: Outbound There are two new outbound historical reports. Historical Reports: Outbound Two new Outbound Reports + Outbound Campaign Summary: This report shows, summary statistics for each campaign over the specified time period * Outbound Agent Detail Performance: This report shows detailed outbound activity statistics for each agent over a specified time period, with a breakdown for each campaign that was handled by the agent (© 2007 Cisso Systems, nc ‘Outbound Preview Dialer 15.31Outbound Predictive Dialer Limitations This topic describes the limitations and restr Limitations = Only Direct Preview mode supported = No provision for Call Progress Analysis (CPA) ‘Cannot automatically detect and classify an answering machine-based call Agent must manually reclassify call as answering machine = Limited support for ‘Do Not Call’ (DNC) lists verify contact records against such lists manually before is required Agents can flag/mark ‘do not call” requests but system administrator must manually verify against the DNC list — Customers must manage local or national do not call lists, and importing to Unified CCX DialingList, if regulatory compliance ions for Outbound Preview Dialer, Limitations (Cont.) party — International time zone information will need to be manually entered by administrators * Call back supported ONLY for calls handled within outbound preview dialer — Inbound voice calls are not supported with a call back feature in this release = CAD workflows are disabled for outbound calls = Outbound is not supported for Cisco IP Phone Agent = Call back times are only based on area code of called = System is pre-configured only with North America time zones 46:2 Deploying Cisco Uniied Contact Centar Express (UCOXD) v2.0 {© 2007 Cisco Systems, incTroubleshooting This topic describes some of the most common issues and errors for Outbound Preview Dialers. a Common Issues and User Errors * Some (or all) campaigns are not started or running = Incorrect customer or campaign dialing time range * Campaigns are not enabled * Standby node failure in a 2-node cluster * The system may take up to 2 minutes to kick off the Campaigns even after agents are ready and Campaigns are configured to start, relax! * No contacts in the DialingList * High number of inbound calls — agents are not available * Incorrect (or no) CSQs assigned to Outbound Campaigns Common Issues and User Errors (Cont.) * The percentage of agents in CSQ allocated for outbound calls is too low * The system may be running out of Outbound licenses (causing some Campaigns to stall). Also, it is not guaranteed that all Campaigns will be processed equally * Agents not seeing the Outbound buttons (or disabled buttons) * Direct Preview mode unchecked on CDA * Enterprise Server could be down — ensure that the Enterprise Data Service is running on Unified CCX {© 2007 Cisoo Systems, ne. ‘Outbound Preview Dialer 15.33Common Issues and User Errors (Cont.) TTT Common Issues and User Errors (Cont.) * Some contacts are not being imported = While importing contacts — any duplicate contacts based upon the phone numbers are overwritten — this could cause a discrepancy in number of contacts in the import file and the number that actually got imported * Outbound Calls not being placed + Incorrect switch prefix / telephony settings * Invalid phone numbers in Dialing List * Area code / region information missing (for international or new area codes) 16:34 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, (© 2007 Gisco Systems, IneSummary This section summarizes the key points you leamed in this lesson. Summary * Configure the Outbound Preview Dialer on the Outbound Subsystem page + Build outbound campaigns on the subsystem page + Area codes can be defined regionally + Work Flows must be enabled in the Desktop Administrator References For additional information, refer to these resources: = Cisco Customer Response Solutions Administration Guide, Release 4.0(x) Cisco IPCC Express, Cisco IP IVR, and Cisco IP Queue Manager = Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts Cisco IPCC Express, Cisco IP IVR, and Cisco IP Quewe Manager = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Guide Cisco IPCC Express, Cisco IP IVR, and Cisco IP Quewe Manager = Cisco CRS Scripting and Development Series: Volume 3, Expression Language Reference Guide Cisco IPCC Express, Cisco IP IVR, and Cisco IP Quewe Manager = Cisco CRS Scripting and Development Series: Volume 4, Software Development Kit Guide, Release 4.0(1) Cisco IPCC Express, Cisco IP IVR, and Cisco IP OM Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: m= Lab Exercise 15 to continue the script development. {© 2007 Cisco Systems, In. ‘Outbound Preview Dialer 15:35Lesson 16 Session Management Overview ‘The session management process allows a call to retrieve information about a previous, re call Objectives Upon completing this lesson, you will be able to implement session management techniques for advanced scripting. This ability includes being able to meet these objectives: Use session management to retrieve information from a previous callSession Management A session tracks contacts as they move through the system. This ability allows a call to retrieve information about a previous call through session management steps. Overview Information can be set into a session or retrieved from a session by a subsequent call related to the initial session Overview [session 9. ——_______4 at a of ff can Pwr] WR -e&- Email oe Contact Contact Contact © Contact. «Contact + Permits call information to be set (set) and retrieved (get) during ‘subsequent contacts related to the same session * Call information may be: Account numbers, calling numbers, recorded voice, sweater color, agent name, etc, 16-2 Deploying Cisco Uniiod Contact Center Express (UCCXD) v2.0 (© 2007 Ciseo Systems, IneOverview (Cont.) A session can live over the span of several contacts. The embedded information in a session ID can be retrieved by any of the related contacts, Overview (Cont.) /}-—___ session 9 ——————_+__+} can [ve |] — GA — [ve] — GA — [eva cont Contact Gantact_—“Consct_— Conte * Assession ID is used to track contacts as they move throughout the system. * Session Timeout lives 30 minutes by default * Session Timeout is adjustable on Unified CCX System Parameters page = Session management enables information to be shared between different contacts that are related to the same session, = A call contact is automatically associated with a session when the contact is received (inbound) or initiated (outbound). = A session ID is generated and lives for 30 minutes after idle. This duration can be adjusted on the CRS Administration System Parameters page. {© 2007 Cisco Systems, Ine Session Management 163Overview (Cont.) This is an example of the types of contacts that can utilize session management, Overview (Cont.) [+ session © ——__—_—4 ca [WR -G& [pe] - GE Ee Contact Contact. © Contact. ©~—« Contact. «Contact + Asingle session may consist of a series of call contacts, for example: When @ call contact is connected to an agent When a call contact is redirected to another agent or back to an IVR application When 2 call contact is redirected from one application to anather application fon the same Unified CCX Server A session may be = An IVR, then series of contacts. For example, when a call contact is connected to: = An Unified CCX agent, then = An IVR again, then = Another IVR application, then = An Unified CCX agent, then = An email contact to send out an email message to the caller. 164 Deploying Cisco Unified Contact Canter Express (UCCXD) v2.0, (© 2007 Cisse Systems, nc.Why Session Management? There are several reasons why you would deploy session management techniques. Why Session Management? * Ifa contact fails within a script or during a call transfer, caller may resume where they left off * After the initial call, an email contact may be sent using information previously offered by the caller * Ifa caller wishes to call back and offer more information to the same agent and avoid a maze ~ Unified CCX 4.0 and 5.0 offers Agent-based Routing ~ Calls may be directed to specific agent Session Management Steps session ID from a current call Typical Session Management Steps * Get Contact Info * Session Mapping * Set Session Info * Get Session * Get Session Info For our example, we will use the four session management steps as well as a sep to get the {© 2007 Cisco Systems, ine. ‘Session Management 165Get Contact Info The Get Contact Info step is used to acquire the session ID for a current call SS Get Contact Info * Acquires the Session ID for this contact * Stuffs it into a session type variable (example: sessionID1) = Also enables retrieval of: ASR Supported eset Semionatrrute 6B ~ Language sicon ~ Active or Aborting sso Session Mapping ‘The Session Mapping step is used to add or remove mapping identifiers associated with a specific session ID. The mapping identifiers “tag” a Session ID so it can be located durin subsequent calls. This Session ID lives in CRS memory along with attributes about the call, Example attributes can be member numbers, calling numbers, and addresses. Session Mapping " Used to add or remove aR RSRSSERTESTE CEE 7) a Mapping ID toa Session ID saat + Mapping ID is the tag Seon seesaw used to locate this urmton, att Remon session information on subsequent calls + Mapping ID in this example is value of callingNumber variable = To be followed by Set Session Info step 16 Deploying Cisco United Contact Center Express (UCCXD) v2.0 '© 2007 Cisco Systems, neSet Session Info The Set Session Info step is used to add or modify the context information for a specific session. The General Tab specifies the session variable to be modified by this step. Set Session Info « Step is used when all ee re information is collected and ready to set into the Unified CCX session memory = General tab specifies the session type variable to have context information added or modified Set Session Info: Context The Context tab of the $ sssion Info customizer window is used to add or modify the value of attribute variables. This example shows an account number to be set as well as a CCDR field Set Session Info: Context * Sets session context information into Unified CCX session memory = Creates the attributes and sets their values (SSS) * Also sets mapping anccomet information created by previous Session Mapping step (© 2007 Cisco Systems, ine. ‘Session Management 16-7Get Session The Get Session step is to get session information based on a mapping identifier. In this ‘example, the mapping identifier is the calling number of the current call to see if a previous session lives in memory with that calling number. ‘The Get Session step may also be used to create a new session ID and automatically associate a specified mapping identifier with the new session. Ino session exists with the given mapping identifier, the system creates a new one only if the New Session flag is set to Yes. Otherwise, the system returns “null” Get Session * Searches memory for (st Sag ERNEST) an existing session for - this Mapping ID ‘ime (ex: calling number = aponeio- katngroneed 303-447-2837) + Ifa session is located, ein’ SaaS stuffs a session type variable sessionID2 with the acquired session info Session ID plus attributes or, — Null if no existing session is found 76-8 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, In.Get Session Info ‘The Get Session Info step is used to retrieve the properties (attributes, information) associated with a session and make them available to the script by storing their values in specified local variables. The General tab of the Get Session Info customizer window is used to get variable values from attributes, Get Session Info + Manages information for sessionID2 acquired by previous Get Session step * Stuffs information into local variables to be considered by script logic * General tab manages: ‘Active: Boolean flag to indicate if cal is stil active ~ Creation Time: Date object when session frst created (© 2007 Cisco Systems, Ine ‘Session Management 169Get Session Info (Cont.) ‘The Context tab of the Get Session Info customizer window is used to get attributes and associate those values to local variables, Get Session Info * Context tab manages (Raa tiEnsrsersarres eerie) attributes acquired for the previous session * Stuffs selected local ‘Rurezalatmer aeedcaingtinbe variables with attribute values + Example: Value of attribute StoredCallingNumber is stuffed into local variable storedCallingNumber * If nothing found, then “Null” is stuffed Session Info Displayed ‘The CRS Real Time Reporting can display session information as it lives in the CRS memory. Session Info Displayed fonts eon ees Detail information for each session can be viewed using Unified CCX Real Time Reporting * Information lives for system default 30 minutes * Default Session Timeout on System Parameter page Note the Mapping ID 16-10 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 1© 2007 Cisco Systems, ine.Summary This section summariz the key points you leamed in this lesson. Summary * Session Management allows data from a previous call to be accessed by a subsequent, related call. + Data can be pushed onto the agent desktop using Enterprise Data configurations in the Cisco Desktop Administrator + Data can be pushed into CCDR records * Data can live for 30 minutes by default or can be adjusted via CRS Administration. References For additional information, refer to these resources’ = Cisco CRS Installation Guide m= 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 = Cisco CRS Seripting and Development Series: Volume 1, Getting Started with Scripts = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Next Steps For the associated lub exercise, refer tothe following section of the course Lab Guide: = Lab Exercise 16 to experience session management. {© 2007 Cisco Systems, ine ‘Session Management 16-11Lesson 17 MRCP Speech Technologies Overview This lesson discusses Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) deployment and the use of ASR/TTS in CRS script applications. ‘The Unified CCX product uses a standards-based Media Resource Control Protocol (MRCP) to exchange information between the CRS server and speech Servers. MRCP compliant speech servers can be purchased from Nuance and IBM (Unified CCX 5.0). These speech servers ‘must be purchased directly from the manufacturers, distributors or partners, Automatic Speech Recognition The Automatic Speech Recognition (ASR) allows users to speak words, phrases, or utterances, so that the user does not have to press keys on a touch-tone telephone to move through a menu option. With ASR, callers are encouraged to follow a logical structure flow that prompts the caller to speak responses instead of pressing their telephone keys. ‘Speech recognition dramatically reduces on-hold time and eliminates touch-tone menus. It also makes delivering 24 x 7 services more cost-effective and ensures callers receive consistent, dependable, and friendly assistance. Self-service information is available from any phone by using the most natural form of communication ~ speech. Text-to-Speech Text-to-Speech (TTS) is used to convert plain text into a spoken phrase that ean be spoken to caller. As another example, a customer may dial into a pre-designated phone number, access a voice portal, and listen to the latest weather report, stock quotes, or simply speak a command for retrieving their e-mails. TTS would then convert the e-mail text to speech and play it for the user on the phone, A.CRS application that is properly-designed and deployed can offer a caller a satisfying information retrieval experience.Objectives Upon completing this lesson, you will be able to add functionality to a CRS script application to acquire information from a caller in the form of spoken phrases using ASR and to deliver information to the caller in the form of spoken text using TTS. This ability includes being able to meet these objectives ‘= Install and configure Nuance or ScanSoft ASR and TTS servers = Provision and configure CRS ASR and TTS subsystems to interact with ASR and TTS servers = Manage grammars on the CRS systems Design and create CRS Scripts to use ASR and TTS dialogs using ASR and TTS CRS Script Editor steps. 172 Deploying Cisco Unies Contact Genter Express (UCGXD) v2.0 (©2007 Cisco Systems, IneMRCP ASRITTS This topic describes some common terminology for speech-enabled applications. Terminology The speech terminology is as follows: ae ea Terminology * Automatic Speech Recognition (ASR): Technology that recognizes a caller's spoken words or phrases and returns a token or text tag to an application. The application logic can then react to the result, + Speaker-independent Recognition: Requires no training, recognizes the universe of a particular language. * Text-to-Speech (TTS): Technology that accepts text and converts it to to speech so it may be spoken to a caller. Used for dynamic or extensive information. * Media Resource Control Protocol (MRCP): Standard network control protocol for ASR or TTS Automatic Speech Recognition Automatic Speech Recognition (ASR) applications allow callers to choose menu options or to provide information by conducting a spoken dialog with the system. ASR provides group of special technologies that allow callers to speak words, phrases, oF utterances that are used to control applications. Speech recognition is used to replace touch tone input, make for more intuitive menu structures, and add a level of simplicity and security to some systems, Speech recognition uses the spoken word as input that has an effect on the logie flow and execution of the program in question. Speaker-independent Recognition Speaker-independent Recognition requires no special training on behalf of the caller. It uses a fixed acoustic model for all speakers of a given language that includes accents and regional dialects. {© 2007 Cisco Systems, Ine. MRCP Speech Technologies 17-3Text-to-Speech Vext-to-Speech (TS) applications convert plain text (UNICODE) into speech, which can be played to a caller. ‘TTS delivers text-based, frequently changing information over the telephone with a natural sounding voice. TTS also reduces the need to pre-record information needed in applications, reducing the overall costs of voice-driven application development. Example applications are directory assistance, account updates, order management, driving directions, product information, news feeds, stock quotes, e-mail reading, and other dynamic content. Media Resource Control Protocol (MRCP) The Media Resource Control Protocol (MRCP) is a standard network protocol for control of Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) Servers in distributed environments, The protocol was originally conceived in May 2001 with a collaborative effort between SeanSofi, Cisco and Nuane ASR and TTS Services can be deployed in a variety of configurations ranging from a single ‘CPU system connected to a PBX, to a highly distributed architecture where application interpreters, media servers, and speech systems are distributed across a VoIP infrastructure. The distributed model has created a need for a common protocol to allow multiple vendor solutions to be more easily integrated. MRCP is designed for network-based solutions where ASR and/or TTS servers are configured to work together with VoiceXML interpreters, media gateways, and application servers using a VoIP connection. MRCP uses RTP (Real Time Protocol) as the transport mechanism for audio information captured from callers as well as audio played to callers either from recordings or conversion of Text-To-Speech. RTSP is used as the foundation of the control between the ‘media gateway and speech recognition and TTS servers. Additional control has been defined in addition to standard RTSP to handle barge-in events for ASR, manage rate and volume of TTS output, and support various speech recognition and TTS management issues, Currently, MRCP-based speech products are manufactured by Nuance which provides and distributes Nuance and ScanSoft legacy products. 14 ‘Deploying Cisco Unified Contact Center Express (UCOXD) v2.0| {© 2007 Cisco Systems, IncMRCP Speech Vendors MRCP vendors are Nuance and IBM (for CCX 5.0). MRCP Speech Vendors = All Nuance and ScanSoft legacy products are now provided by Nuance, not Cisco = Nuance Legacy Products (provided by Nuance) MRGP Server 1.0 SPS ~ ASR: Nuance 8.5 TTS: TTS Nuance 8.5 + Vocalizer 4.0.2 * ScanSoft Legacy Products (provided by Nuance) MRCP: SWMS (SpeechWorks Media Server) 3.1.6 ~ ASR: OSR (Open Speech Recognition Server) 3.0.4 — TTS: RealSpeak 4.0.6 = All IBM WebSphere Products (provided by IBM) ~ ASR and TTS: WebSphere 5.1.3, provides ASR and TTS ~ Compatible with Unified CCX 5.0 only ‘Nuance Corporation and ScanSoft merged and now are Nuance. Legacy products for ScanSoft and Nuance continue to be supported by Cisco and are designated below. Consult your Unified CCX Software and Hardware Compatibility Guide for details regarding the specific software version, MRCP software versions tested to be used with Unified CCX are’ Note ‘All Nuance and IBM products are now provided by Nuance or IBM, not Cisco Nuance Legacy Products (provided by Nuance) = MRCP Server 1.0 SP9 = ASR: Nuance 8.5 m TTS: TTS Nuance 8.5 + Vocalizer 4.0.2 ScanSoft Legacy Products (provided by Nuance) m= MRCP: SWMS (SpeechWorks Media Server) 3.1.6 = ASR: OSR (Open Speech Recognition Server) 3.0.4 = TTS: RealSpeak 4.0.6 All IBM WebSphere Products (provided by IBM) @ASRand TTS: WebSphere 5.1.3, provides ASR and TTS = Compatible with Unified CCX 5.0 only (© 2007 Cio Systems, nc. MRCP Speach Technologies 17-5Provisioning ASR/TTS Overview This is a brief overview of the provisioning tasks and rules. Overview Tasks * Order MRCP server software directly from Nuance or IBM = Seek vendor help for sizing, ports, licenses * Provision, install, configure vendor software Rules * Do not install on any server running CRS ‘components * Do not install on server running CallManager = Do not mix vendors on same speech server 176 ‘Deploying Cisco Uniled Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, neASRITTS Expansion Servers ASR and TTS expansion servers are never installed on servers running CRS components. ASRITTS Servers Base Components, Database (Historical Reports) Server ts, ——— Database (Call cus, Stats), Recording, (Call) Monitoring Serverts) {© 2007 seo Systems, nc MRCP Spooch Technologies 17-7Provisioning ASR Subsystems This topic describes the provisioning of ASR subsystems. MRCP ASR Providers The first step is to identify the ASR provider. Here we have a Nuance provider. MRCP ASR Providers Add MRCP ASR MRCP ASR Provider Configuration Provider Provider Nemo SS Se Number of Provider Eee comin a Grammer Variant Stung or See. Noone toes 2003" SISR for IBM servers 17-8 Deploying Ciseo Uriied Contact Center Express (UCCXD) v2.0 (© 2007 Gisen Systems, IneMRCP ASR Servers The next step is to identify the ASR servers, ports and languages. a a a Te | MRCP ASR Servers MRCP ASR Server Configuration Identifies each MRCP ASR server in the CRS cluster Server Name is IP address or hostname Port Number MRCP ASR Dialog Group Configuration Locales to select, languages acannon MRCP ASR Dialog Groups ‘The final step for ASR is to configure ASR Dialog Groups, A a a ae ATTY | MRCP ASR Dialog Groups + Group ID, should y4RcP ASR Dialog Group Configuration be unique + Max. Number of ss Sessions. ee * Enabled Languages é sect i es + MRCP ASR = ‘Subsystem should MRCP ASR Dialog Group Configuration go into service afier stop and start of engine we {© 2007 Cio Systems, ine. MRCP Speech Technologies 17-9Provisioning TTS Subsystems This topic describes the provisioning of the TTS subsystems. MRCP TTS Providers The first step is to identify the TTS provider. Here we have a Nuance provider. MRCP TTS Providers MRCP T1S Provider Configuration = Provider Configuration ome “Nuance Vocalizer asm, aaemenannoeonieineatiss tem weosphere wee een ~ Shows on Ts 17-10 Deploying Gisoo Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, IneMRCP TTS Servers ‘The next step is to identify the TTS servers, ports and languages. MRCP TTS Servers « ServerName Mncp TTS Server Configuration is IP address or hostname * Port Number * Locales to select languages MRCP TTS Server Configuration * Select genders for each language MRCP TTS Default Genders ‘The next step isto identify the TTS default genders TT MRCP TTS Default Genders + Default gender rcp 11s Default Gender Configuration for each language = Neutralis a exer ‘don't care’ gender, could be either gender * Shows TTS in service after refresh (© 2007 Cisco Systems, ine MRCP Speech Technologies 47-11MRCP TTS Default Provider ‘The last step is to identify the default TTS provider for both script steps and VXML Default TTS Provider * Optional * Used if TTS Provider is system Parameters Cs not configured in prompt step * Used in CRS steps and \VXML applications * CRS Engine must be restarted ee ras mm 47-42 Deploying Cisco Unied Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneGrammars This topic describes the grammars used in an ASR deployment. Overview Grammars are a possible set of words to be recognized by the ASR server. About Grammars « Grammars specify a set of possible phrases to recognize = Constrained word set of entire vocabulary * Grammars must be supplied with each application = CRS scripts can ~ Create grammars on the fly, during run-time, or = Use external grammar files = There are two types of grammar formats: = Speech Recognition Grammar Specification (SRGS) « Only SRGS is sent to MRCP speech servers by CRS 4.0 ~ Grammar Specification Language (GSL) - output of the Create Menu Grammar step {© 2007 Cisco Systems, Ine MRGP Spvech Technologies W743System and User Grammars System grammars are provided by the speech vendor, user grammars are provided by the application developer. System and User Grammars. * System Grammars: Used internally by isco modules and Cisco packaged ‘Grammar Management applications * User Grammars: Used by user applications, ‘seer ue ecersomncer atone: defined for each application * Grammar file locations and uploads are specified in CRS Administration > Applications > ‘Grammar Management * Create, Rename, or Delete Folders, Upload New Grammars * Example shows a folder “PL” for the Physician Locator Dynamic Grammars used for MRCP Speech Servers With MRCP, all grammars are “dynamic” because all grammars are passed to the recognizer at run time and must be compiled at that time. The MRCP Speech Servers use a caching ‘mechanism to minimize unnecessary grammar compilations. 1784 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systoms, ine.Editor Steps: ASR This topic describes CRS Script Editor steps used to deploy ASR functionality ina scrip. Create Menu Grammar ‘The Create Menu Grammar step creates a grammar during script run time. This is a GSL. grammar that is converted to a SRGS before sending it to the ASR Speech Create Menu Grammar Step * Caller may speak one menu choice based on the grammar created by this step * Grammar is created during run time, precedes Simple Recognition step + Output Grammar is @ grammar type variable Grammar is word spoken ~ Tag is returned to script + Grammar may be saved {© 2007 Cisco Systems, Ine MRCP Speech Technologies 1748Upload Grammar ‘The Upload Grammar step allows the grammar to be uploaded into the Repository during ran time. ‘This step is rarely used as grammars are typically uploaded on the CRS Application Administration Grammar Management page. Upload Grammar Sena) Used to upload or add ‘user grammar to the Repository © Grammar is uploaded as a document Document variable is created with the Write Document step Step is rarely used * User grammars are typically uploaded via Application ‘Administration Grammar Management Pc | Simple Recognition ‘The Simple Recognition step permits recognition used by directed dialogs. Simple Recognition Step » Grammar Static grammar fle, or Previously-created in Create Menu Grammar step Example: ~ Caller spoke in-grammar Chevrolet’) ~ Tag “chevrolet” would be returned to script via this step Output branch is Chevrolet 17-16 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, in.Implicit Confirmation The Implicit Confirmation step confirms a caller's input without asking a question. spoken interruption before the timeout will fail the confirmation Implicit Confirmation Step = Confirms a caller's response without asking @ question = Example: “Transferring to the Chevy dealership’ states that Chevy was selected = A spoken interruption before the configured timeout causes confirmation to fail, goes to “No” branch, otherwise goes to "Yes" branch + Follow the “no” branch with an Explicit Confirmation step Explicit Confirmation ‘The Explicit confirmation step requests a yes or no response from the caller. ‘This step usually is placed in the “No” branch of the Implicit Confirmation step. Explicit Confirmation Step Confirms a caller's response to a question, asks: — DTMF = 1 for yes, 2 forno ASR = yes or no Set response Initial Prompt reas Error Prompt ior Timeout Prompt (© 2007 Cisco Systems, Ine MRCP Speech Technologies 17-17Editor Steps: TTS This topic describes the CRS Script Editor step used to deploy TTS Technology in a seript. Create TTS Prompt te TTS Prompt step enables prompt ereation through text input Create TTS Prompt Step * Creates a TTS prompt using text input * The resultant TTS prompt object can be used as any other playable object within the prompt framework ‘As an individual prompt to be passed to a Play Prompt step or any IVR step which takes prompt input, o be played — As an element to compase a larger (je. concatenated) prompt through the Create Container Prompt step before being played 1748 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, (© 2007 Cisco Systems, Ine.Create TTS Prompt Properties The properties for the Create TTS Prompt step are as follows: Create TTS Prompt Properties + Output Prompt Sone] ~ Prompt type variable Sos + Text Input 2 smite in sting constant ae ~ String variable = FileDocument variable — URLDocument variable * Voice Gender ~ Override Language (opt.) * Play with any step needing a prompt ‘You do not nced to use the Create TTS Prompt Step to create a TTS prompt if the default ‘gender and language are OK. The Expression Framework allows you to specify a TTS prompt using the "TTS[J" operator. For example: TTS[Hello and have a great day) ‘The above can be used directly as the value for a prompt variable or in the prompt field of a media step. The TTS|] operator also allows you to override the default provider. (© 2007 Gio Systems, nc MRGP Speech Technologies 17-19Summary This section summarizes the key points you leaned in this lesson. Summary = Speech technologies are provided through the Media Resource ‘Communications Protocol (MRCP) * Nuance and IBM provide speech server software for Automatic, Speech Recognition (ASR) and Text-to-Speech (TTS) * CRS Subsystems are provisioned to interface with speech servers. ‘The CRS Evitor provides steps to implement ASR and TTS. technologies References For additional information, refer to these resources: = 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 Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts: = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Lab Exercise 17 to test speech technology. 17-20 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneLesson 18 Reports Overview This lesson discusses the Real-time and Historical Reports offered by Unified CCX. These reports are primarily generated by UNIFIED IP IVR and Unified CCX Agent activities. ‘A contact center requires continuous tuning and refinement by the contact center managers and administrators, Real-time reports are required to make immediate, operational adjustments regarding agents, agent groups and call routing. Historical reports are required to manage schedules and understand trends so proper staffing and facility sizing can be determined. For these reasons, accurate and bountiful report information must be provided to the contact center operators. ‘The Cisco Unified CCX provides a myriad of reports for both real-time and historical adjustments es Upon completing this lesson, you will be able observe and analyze real-time reports and to create and schedule historical reports. These abilities include being able to meet these objectives Access and analyze Real Time Reports ‘= Install the Historical Reporting Client on a supervisor's PC = Access and analyze Historical ReportsOverview This topic describes the two types of reports availuble to UNIFIED CCX users and. administrators, Two Types of Reports There are two types of reports I-Time and Historical ES a Two Types of Reports Real Time Reports Dynamic information During system operations Enables immediate contact center adjustments Historical Reports Supervisors generate reports Report data can be days or months old Graphical and text output Generated by Historical Report client Muttiple output formats 162 Deploying Cisco Unified Contact Canter Express (UCCXO) v2.0 {© 2007 Cisco Systems. Ineime Reports This topic describes UNIFIED CCX Real-Time Reports. When the UNIFIED CCX system is configured and functioning, you can run reports to monitor real-time activity using the CRS Administration web interface. You may also run these reports from your Cisco Agent Desktop or your Cisco Supervisor Desktop. Calculations differ between the CRS Administration web interface and the desktop interfaces and the information may not be consistent. Select one ‘method for your standard reporting tool Reports Available ‘The following real-time reports are available. Real-Time Reports (RTR) = Application Tasks: Active and Summary * Applications: On Unified CCX Server * Contacts: Active and Summary = Unified CCX: CSQ, Overall, Resources (agents) * Sessions: Active = Engine Tasks: Active = Datasource Usage: Configured Data Source Names (DSNs) ‘© 2007 Cisco Systems, Ine Repos 183Opening Real-Time Reports Opening the real-time reports using CRS Administration is done as follows, The first time this is accessed, a Java plug-in is installed on the local PC. Opening Real-Time Reports Perio oe = Access RTR > from Tools > pyempt management Real Time Reporting mets = First time access installs required Java plug-i * Continues until Application Reporting Screen appears Pa Running Available Reports The report tab pull down shows the available reports, The Unified CCX stats are also available to the script using the Get Reporting Statistic step, Running Available Reports Cgc ue relia * Main RTR eae oes Window « Reports * Sub Reports ee som = Unified CCX stats ee are available to sta Get Reporting sere Statistics script sees step DaauceUsge anette tewtm ith + Examples follow 184 Deploying Cisco United Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneExample Reports These are examples of the Applications, Contacts and Sessions reports. Exampl Example Reports * Applications * Contacts * Sessions eee le Reports (Cont.) These are examples of the Unified CCX stats Example Reports (Cont.) * Unified COX Overall csa ~ Resources (Agents) (© 2007 Cisco Systems, ne Reports 785Printing Real-Time Reports Real-Time Reports ean be modified into a printable format. Printing Real-Time Reports *RTR Reports can be printed = Access via Tools > Open Printable Report 186 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneHistorical Reports This topic describes the UNIFIED CCX Historical Reports andthe ability to create and schedule the reports. ET Overview * Call activity data is collected in system database ~ MSDE if database on Unified CCX Server, 2 GB ~ SQL 2000 if on expansion server = Provides long-term reports for the contact center = Features: ~ Easy access to historical call data ~ View, print and save reports ~ Sort and fier reports ~ Send scheduled reports to a file or printer — Export as PDF, Microsoft Excel, RTF, XML, CSV formats ~ Create custom reports via third-party apps Overview The Cisco UNIFIED CCX Historical Reports system is designed to provide information about the past call activities of the Cisco Customer Response Solutions system. Historical Reports may be generated based on data as much as several years old. As the Cisco UNIFIED CCX system runs, it stores call activity data in a database on the Cisco UNIFIED CCX server, or on an expansion server running the Database component, if one is deployed. (It also stores this activity on a standby server, if one is deployed.) You use the Cisco Historical Reports client to create historical reports based on this data, The features of Cisco UNIFIED CCX Historical Reports allow you to: Easily access historical data View, print, and save reports Sort and filter reports Send scheduled reports to a file or to a printer ‘= Export reports in a variety of formats, including PDF (Portable Document Format), Microsoft Excel, RTF (Rich Text Format), XML (Extensible Markup Language), and CSV (comma-separated values) = Prepare custom reports using a variety of generally available third-party applications that are designed to create reports from databases {© 2007 Cisco Systems, In. Ropers 187Crystal Reports V11 Historical reports may be created using Crystal Reports VIL Crystal Reports XI * Historical Reporting Client upgraded to XI Version 11 = Crystal Reports current version * Backward compatibility with custom reports created with old Crystal Reports continue to work with new HRC 18-8 Deploying Cisco United Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, IncCanned Reports ‘There are as many as 34 standard (canned) reports to select. i i Canned Reports * Based on Crystal Reports templates = Reports (34) are available in the following categories = Call Detail activity: Abandoned, aborted, rejected, cal-by-call — Agent Detail: Call summary, login, logout, reason codes, states ~ Application Detail: Performance analysis, summary ~ CSQ Detail: Activity, skils, distribution, priority, service levels — Remote Monitoring ~ Traffic Analysis, Historical Reports Client (HRC) Historical Reports are created and scheduled from the Historical Reports Client installed on @ supervisor or administrator's PC Historical Reports Client (HRC) * Historical Reports are generated through Historical Reports Client software * Historical Reports Client software is installed on report administrator's PC, never on the Unified CCX server * Program can launch reports on demand or by schedule = Scheduler software runs in background to launch scheduled reports "© 2007 Cisco Systors, ine. Reports 188Installing HRC (CCX 4.X) Installation of the Historical Reporting Client (HRC) is straightforward. Installing HRC (CCX 4.X) * Do not install HRC on Unified CCX Server Plug-ins + PC Operating Systems = ~ Windows 2000 Pro ~ Windows XP Pro * Installer performs ~ Installs Historical Reports Client Creates storage directories Installs the Scheduler * Access install from CRS Administration > ‘Fools » Plugins > Unified CCX Historical Reports HR User Configuration (CCX 4.X) Users who will be managing Historical reports must be granted permission to view specific reports through CRS Administration. HR User Configuration (CCX 4.X) * Grants individual users the ability to generate and view reports + Accessed from CRS ‘Administration > Tools > Historical Reporting > User Configuration * Select a user * Specify Reporting Packages Historie! Reporting Configuration = 48410 Deploying Cisco Unified Contact Center Express (UGOXD) v2.0 (© 2007 Cisco Systems, InePurge Schedule Configuration ‘The database may be purged daily for records of a certain age. Purge Schedule Configuration + Schedules daily database purges * Notifications ~ Email ~ Syslog — SNMP traps. a + Notlication Messages ini ~ Database Purged =a « — Database _ spproacting mon size Installing HRC (CCX 5.X) Installation of the Historical Reporting Client (HRC) is straightforward, Installing HRC (CCX 5.X) + PC Operating Systems — Windows 2000 Pro = Windows XP Pro * Installer performs: = Installs Historical Reports Client ~ Creates storage directories ~ Installs the Scheduler * Access install from CRS Administration > Tools > Plug-ins > Unified CCX Historical Reports Plug-ins (© 2007 Cisco Systems, nc. Reports 1eHR User Configuration (CCX 5.X) Users who will be managing Historical reports must be granted permission to view specific reports through CRS Administration. Tools > User Management HR User Configuration (CCX 5.X) * Grants a user HR viewing capability: HR User Configuration (Cont.) 162 Assign the Reporting Capabilities to the HR Client user HR User Configuration (Cont.) " Choose a ee user ose * Assign hen ti “Historical” Programs > Cisco CRS Administrator > Cisco CRS Serviceability Utility + Permits: ~ Synchronize LDAP bootstrap info between CRS node and LDAP server, change LDAP password, LDAP hostname or IP address, eendirini * Updates: — CRS IP address info ~ Cisco Unified CM IP info ~ Cisco Unified CM LDAP info Configurable property files stored in LDAP The Cisco CRS Serviceability Utility allows you to: For CRS 4.0, synchronize LDAP bootstrap information between a CRS node and an LDAP server, This can be necessary for a variety of reasons, such as: A change in an LDAP password — — Acchange in an LDAP host name or IP address When the cendir.in is out of syne with the CRS cluster Update CRS IP address information Update Cisco Unified CM IP address information. Update Cisco Unified CM LDAP information Update CRS configurable property files that are stored in LDAP. (© 2007 Cisco Systems, ne ‘Servicesbilty and Troubleshooting 19-3Serviceability Tool Example Configuration files may be modified from this utility. TTS a ae Serviceability Tool 9 Used by TAC ait 'o make Tae elt changes aT senses * Change IP = ‘Addresses a * Change System Parameters ae | * Change = Unified CM se providers at = ti 194 Deploying Gisoo Unified Contact Genter Express (UCOXD) v2.0 ‘© 2007 Cisco Systems, neCRS Administration Utility ‘The CRS Administration utility is used to set passwords for CRS Administration, and Cisco Historical Report User. Administration Utility = Access at Start > ay Programs > Cisco CRS Administrator -2ien Yew Help > Cisco CRS Admin Utility * Utility used to change the passwords for: ~ CRS Administration = COM Services Cisco Historical Report User TOG cASAdminisratr DE Ciscotithipntsr The CRS Admin Utility to change or synchronize passwords of the following CRS Windows User accounts . = CCMService (CRS 4.X Only) = CRSHistRrptUsr (CMAdministrator CRS Admin Utility applies the password change of any of the above accounts to the Windows services running under these accounts, ‘The Cisco CRS Admin Utility consists of a window that displays the password status of these accounts on cach of the nodes in the CRS Cluster. (© 2007 Gisco Systems, Ine Servceabity and Troubleshooting 19-5Trace A trace file is a log file that records activity from the Cisco CRS components. Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems. Component Trace Files The Cisco CRS system can generate trace information for every component sub facility. This information is stored in a trace file. To help you control the size of an trace file, you specify the component and sub facilities for which you want to collect information and the level of information that you want to collect. Component Trace Files = Creates trace files for these CRS components: ~ Cisco CRS Engine ~ Cisco CRS Administration = Cisco CRS Editor Cisco CRS Node Manager ~ Cisco CRS SQL Server * Trace File Configuration * Default filename is: CiscoMIVR.log The Cisco CRS system also generates information about all threads that are running on the system. This information is stored in the thread dump trace file and is useful for ‘troubleshooting 196 Deploying C890 Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, IneConfiguring Trace Files Trace files can be configured for each CRS component, Configuring Trace Files * Creates trace files for these CRS components: ee et Cisco CRS ‘Administration (MADM) Trace Configuration = Cisco CRS Engine eaten erace_ te tin (iv) a) (oe ~ Cisco CRS Editor (MEDT) = Cisco CRS Node es Manager (MCVD) “sti ~ Cisco CRS SQL Server Fes * Trace File Configuration * Default filename is: CiscoMIVR.log By default, the Cisco CRS system sends information about subfacilities to a trace file, for example, CiscoMIVRan.log. The system replaces nn with a number, starting with 01.You can configure the size of the trace file. When the size you configured is reached, or if Cisco CRS component is restarted, the system creates a new trace file, incrementing nn by one. After creating the one hundredth trace file (by default), the trace file begins overwriting existing files, starting with the first trace file created. {© 2007 Cisco Systems, in. ‘Serviceabiliy and Troubleshooting 127Setting Trace Level Options A trace file is a log file that records activity from the Cisco CRS component subsystems and steps, Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems. Setting Trace Level Options * Trace files can be created for every CRS subsystem and group of script steps * Administrator should trace by subsystem to avoid large, unwieldy files * Trace file facilities ~MIVR: Workflow Application Framework MCVD: Cluster Framework —MADM: CRS Administration pages ~MEDT: CRS Script Editor MARC: Archive Framework « Trace File Subfacilities: See Troubleshooting Guide A trace file that records all information for a component, such as the Cisco CRS Engine, can become large and difficult to read. To help you manage the trace file, the Cisco CRS system lets you specify the sub facilities for which you want fo record information. These sub facilities are shown in the above slides For cach sub facility, you can select a trace level of Debugging, Alarm Tracing, both selections, ‘of no selections. These selections specify the messages that the system sends to a trace file. 18-8 Deploying Cisco Unified Contact Centar Express (UCOXD) v2.0 (© 2007 Gisco Systems, IneTrace Configuration For each sub facility, you can select a trace level of Debugging, Alarm Tracing, both selections, ‘orno selections, These selections specify the messages that the system sends to a trace file. Trace Configuration = Messages sent to Trace files and severity (© 2007 Cisco Systems, Ine Senicesbilty and Troubleshectng 189Troubleshooting ‘Troubleshooting is the process of diagnosing and correcting Cisco CRS problems. This section offers troubleshooting tips for the various components of the CRS system, General Troubleshooting Tips The following are general troubleshooting tips for CRS components. General Troubleshooting Steps 4. Verify Unified CM is healthy and running 2. Verify LDAP Directory service is running (CCX 4.X, DC Directory, ‘Planet, Active Directory) 3. Verify CRS scripts and application components are loaded in the repository and refreshed 4. Verify CRS Node Manager service is running under a user account w/ administration privileges 5. Stop and start the Internet Information Server (IIS, Web server) 6. Save log files to prevent overwrites 7. Tum on the ADM trace level option to trace CRS Administration problems. Turn off when finished. 8. Visit Release Notes for all products 18410 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, In,Check Unified CM One of the first components to check is the Unified CM. Check Unified CM * Location of trace files is CikProgram Files\Cisco\Trace'".log + Is Configuration for CRS Correct? ~ CTI Route Points, CTI Ports * ‘Association w! JTAPI User ** + Is Unified CCX Configuration Correct? * CCM Adminsaton Check CRS Servers ‘The next step is to check status of the CRS servers in the cluster. A a ee a | Check CRS Servers = Check via Control Center + JTAPI partial masse service, Poo out of service? eee * Application eto nt subsystems Sosbien ss in service? ea = MRCP subsystems? * Database, Email subsystems? + Set detail for CCM, CCM SDL, CTI and CTI SDL traces * Check “apply all nodes” to ensure common level ~ Designates ICD Extensions for Each User/Agent? * — ICD Extensions Associated to RMJTAPI User? * {© 2007 Cisco Systems, nc ‘Serviceabilly and Troubleshooting 19-11Check Release Notes Script or Configuration Many problems are caused by the incorrect versions and compatibility issue: a Check Release Notes = Check Version Information = What's new, what got fixed = Watch for anomalies for installation or configuration processes. " Check for patches * Check product compatibility matrixes * Late-breaking information might be an issue with the Script or the script configuration, a Te | Check Script or Configuration * Problem: JTAPI or Application Subsystem is in Partial or Out-of-Service condition * Determine if problem is with script or configuration + Load aa.aef into application using CRS Application Manager — If problem clears, you have a script problem = If problem does not clear, you have a configuration problem 382 Deploying Cisco United Contact Center Express (UCCXD) v2.0 Ifthe CRS Application Subsystem or the JTAPI Subsystem goes into partial service, there (© 2007 Cisco Systems, In.Check during Debug Sessions ‘The Reactive Debug sessions will expose problems with seript logic or validity Debug Scripts * Is the script valid? * Did you hear the right prompts? * Did the variables change as expected? + Did the caller's input get accepted? * Did the database operation succeed? * Did an agent get selected? * Did the layout list get set? * Are there any continuous loops? * Did you treat caller or system errors? Check Standby Failover Scena Hot standby can be checked by disabling primary servers in the CRS cluster a eT 1S Check Standby Failover Scenarios While contact center is closed: * Disconnect the primary CRS Engine from the network Did the Standby Server recover the contact center? ~ Did the agents log back on? ~ Reconnect the CRS Engine * Hfavailable, disconnect the primary Remote Database Server Did the Standby RDB Server recover the contact center? ~ Reconnect the RDB Server {© 2007 Cisco Systems, Ine Serviceabilty and Troubleshooting 19-13Troubleshooting Tips CRS Troubleshooting Tips can be found in CRS Administration and offer common trouble sources and their solutions Trouble Shooting Tips * Troubleshooting Tips are found on the CRS ‘Troubleshooting Tips Administration page at: Tools > Troubleshooting Tips * Problems are categorized for search filtering purposes = Enter a keyword to filter further Troubleshooting Tips Examples This is an example of a Troubleshooting Tip for the CRS Engine component with Partial Service. Troubleshooting Tips Example * Component: CRS Engine * Keyword: Partial Service "nee Troubleshooting Tips Gre the keywords 18-14 Deploying Cisco United Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IncSummary This section summarizes the key points you leamed in this lesson. Summary essence or cemoner mmr ese HS SSE + Configure various Network Management Systems. to collect error messages from CRS + Configure traces to provide specific information for troubleshooting purposes. * Exercise general and common troubleshooting techniques to resolve trouble. References For additional information, refer to these resources: = Cisco CAD Service Information Cisco CRS Servicing and Troubleshooting Guide (© 2007 Cisco Systems, Ine ‘Servceabitty and Troubleshooting 19.15