Bruce Wilkinson - Sunset Learning Institute

UCCE 10Bruce Wilkinsonbwilkinson@sunsetlearning.com

What’s NewWhat’s new in UCCE 10 A brief look at some of the more interesting bitsWhat’s new in UCCE 10 training? 3 Classes“Teaching” Labs approachCVP focus

Before we start .UCCE-CVP ComponentsSIP ProxyEthernet (physical) connectionSignaling (logical) connectionRTP (Audio)CTICVP CallServerVXMLGateway(IVR/VRU)CVP PG(VRU PG)HTTPPSTNTDM. IP, or SIPTrunkVXMLGED-125Service ControlSIPSIPDMPIngress/EgressVoice GatewayIP Phones Created andAdministered in Unified CMCCE Agents and SkillsAdministered in ICMSIP orSCCPUnified CM(PBX)JTAPI viaPGUSERDMPAgent PG/CTI ServerICMRouter/Logger(ACD)

Some changes in the packaging .CVP ServerMediaServerMedia ServerVXML ServerVXML ServerIVRSSICMSSSIPSSThenNowIVRSSICMSSSIPSSCVP Call ServerCall ServerSS SubsystemSS Subsystem

What’s New in UCCE 10 ?‘New’ features provided after UCCE V8.X: VirtualizationFinesse Work flowsPackaged CCEWeb AdministrationPrecision QueueCongestion controlDynamic call typesStudio / VXML UpdatesDepartments (Only for PCCE or CCMP)

What’s New in UCCE 10 (Cont.)‘New’ features provided after UCCE V8.X: Agent GreetingWhisper AnnouncementsAgent Request APIReporting IntervalsMultilineDiagnostic framework

Support Virtualized support from v8.3Virtualized-only starting from v10 onwardhttp://www.cisco.com/c/en/us/td/docs/unified computing/ucs/overview/guide/UCS roadmap.htmlB SeriesC Serieshttp://www.cisco.com/c/en/us/td/docs/unified computing/ucs/overview/guide/UCS rack roadmap.html

Browser-based (https:// server ip )

Desk Top9

Workflows Customers require a way of triggering screen popsor passing data to other applications without customdevelopment.Finesse 10.0 delivers this functionality via flexibleworkflows.Finesse 10.0 supports the ability to do a browserscreen pop or call a REST API on Finesse or a 3rdparty application.

Workflowshttp:// Server IP /cfadminTwo Actions supported Browser popHttp requestEvents Include Call arrivalCall answeredCall endsMaking a callPreviewing O/O callHttp request

Example Use CaseAgent receives a screen when a call isdeliveredBrowser-basedCRMBusiness Logic in theworkflow determines if thecaller should get a post callsurvey.Wrap-Up data is automatically written to aDB or CRM when the call endsFinesse Transfer APICisco Finesse Administration guide Release 10.0(1)

Administration

Precision QueuesMultiple SkillGroupsV.SOne Precision Queuewith ‘Steps”

Dynamic Call Types

DepartmentNeed to maintain segmentation of businessoperationsExample: Internal outsourcing model Organizations pay central IT for CC agentsEach department still needs control over CCbusiness operations17

Department (Cont.)Managed access to Script EditorEnables individual departments need to beable to make the following changes viasegmented scripting capabilities Skill changes – Traditional SGs and PrecisionQueuesAgent changes – Assign to skills, add/removeagents, etcRouting/scripting changes – Map routing tobusiness rulesNote that CCE 9.0 can already address someof this via CCMP* – Department configuration* Contact Center Management Portal

Department (Cont.) CCE Leverages existing CCMP Internet Script Editor – Enhanced to handleDepartment Note: Only CCMP and ISE support Department PCCE New Web based configuration tools added fordepartment roles Existing tools modified to support dept. hosting One tier of Segmentation/organization vs Multi-tiers ofCCMP

Multiline Support Supports monitoring and control of second ‘NonACD’ line

GreetingThank you for calling ACMEInsurance. This is Jamesspeaking .Auto-Generated greeting.UCCEJames

Configuration StepsFive Steps . UCM - Enable Built-In-Bridge for Agent PhoneGW – Copy new(er) .tcl scripts, set cache sizeMedia Server – Determine file(s) location,enable FTP, set Cache TimeoutCVP – Media Server functionality, timeoutsICM – Configure Microapps, DN’s, Call Types,Scripts

Agent Greeting Call Flow Blah: Blah Blah!!!

Whisper AnnouncementAuto-Generated WhisperPlatinum Sales Call.UCCEJAMES

Agent Request “API” provides: Any web-enabled application to incorporatea Voice Callback Capability Capture customer information Push estimated wait time to the application Provide ability to cancel agentrequest (callback) Ability to poll CCE/PCCE forAgent Request statusNote: Not supported in parent/child, mobileagent deployments, or in hybrid (CM TDM)deployments

Reporting IntervalsPGEvent Data15m. UpdatesRTDSEvent TablesPG“Peripheral Land”

Sunset UCCE Training Structure

3 Classes Administering UCCE Pt1 Level one support Adds moves and changes Basic scripting and configuration Administering UCCE Pt 2 Level 2 support Advanced scripting Implementing new, novel or complex businessrequirements Trouble shooting and support. Deploying UCCE Installation considerations Basic configuration Basic scripting

What’s New What’s new in UCCE 10 . Server (IVR/VRU) HTTP VXML SIP or SCCP SIP Unified CM (PBX) PSTN Agent PG/ CTI Server Ethernet (physical) connection Signaling (logical) connection CTI RTP (Audio) VXML Gateway SIP SIP Proxy UCCE-CVP Components .