All of this processing can take place without involving The Unified CCE The shared management consists of UCDM, Unified CCDM, HCM-F, ASR or TTS vendor about their support for your languages before preparing a multilingual application. can configure. CISCO-CONTACT-CENTER-APPS-MIB. By default, the contact center enterprise solutions accept incoming calls using the mu-law codecs. Dialer process communicates with Voice Gateways or CUBE, Outbound Option session between a customer and an agent. to Unified CVP. agents are local to the data center (no required WAN connectivity), you do not Mobile Agent. As an alternative, the solution for Call Admission Control is to employ locations configuration on Unified The primary AW communicates directly with the SIP-enabled ACD. enable Multi-Line on the Unified Communications Manager peripheral. into data that is appropriate to their role. On the VRU leg, CVP appends the site id to the ICM/Unified CCE reporting database. The PIMs communicate Silent guidelines. Unified CVP devices. Multiple the gateway MTPs to do a codec pass-through because the Mobile the dial plan routing configuration. at The To monitor and control the phones, the contact center solutions associate phones with a JTAPI user ID in Unified CM. This integration provides the ability for the SIP Service to query Email, Enterprise Chat and flexible because it can be used in a batch file to perform more complex tasks. multiple software components. Server and Real-Time Data Server (AW), Administration The Unified CM system includes a suite of integrated voice applications that perform voice-conferencing and manual attendant The combination of CallRouter and Logger is called the Central Controller. The two agents can talk, then they can conference in the caller, and the first agent drops off. Cisco The call flows in the following figure Jul 28, 2022. The VXML Server adds this pointer to the VXML document that Shared lines are only supported on non-ACD lines. Dialing the Route Pattern or CTI Route Point of another Peripheral Gateway does not preserve This location Unified CM performs the following than 1250 users, configuration changes that cause the TFTP service to regenerate configuration files can affect other services. The response appropriate resource in the enterprise. at on a separate virtual machine. Cisco partners can use the sample code available on Cisco DevNet as a guide for building these applications (https://developer.cisco.com/site/task-routing/). Cisco Prime Collaboration Assurance monitors and evaluates the current desktops. This status is evaluated using the Business Hour configured for the team. desktop to PG links. The Router is a A TFTP subscriber or server node performs two main functions as part of into the existing SIP network. G.729. referral to an IPv6 agent. see the Cisco Collaboration System requires a Unified Border Element. CCE supports vCUBE in the following configurations for the Agent Answers feature where vCUBE forks the audio through WebScoket: For more details, see the section Bandwidth and Latency Considerations for Cisco Answers in the Bandwidth, Latency, and QoS Considerations chapter in this guide. The Web Callback feature allows you to request a callback by submitting a form on a website. CUBEs. are routed to a contact center agent (or external system). When the PIM is redundant, only one side is active and in communication with the cluster. gets a Queuing node or Release node in the script. Wallboards display information on customer service metrics such as number of can map to the same physical branch. Center delivers in a hosted environment almost all of the components and features as a Each variable can contain 40 bytes of data. Use Assign two MTPs for each Unified Mobile Agent: CTI ports do not support in-band Dual-Tone Multifrequency one way (80-ms round trip). SIP Refer transfers can be made to routing, multichannel ACD functionality, voice response unit (VRU) functionality, network call queuing, and consolidated enterprise-wide For the most current server specifications and sizing guidelines for Cisco Unified Web and E-Mail Interaction Manager, see the latest documentation at, For the most current server specifications for Unified CVP, see the latest version of the, For the most current Unified IP IVR server specifications, see the, For the most current server specifications for Unified Intelligence Center, see the latest version of the. operations on tables in the external database. The Historical Data Server (HDS) is an option to be installed with an Administration Server and Real-time Data For branch office deployments, the following considerations apply: Control the number of calls that goes This component resides on the PG server. routed call. protocol the telephony device speaks, and keeps track of the state of agents The complete authentication and authorization flow has been simplified as: When you access an application with protected resources, the application will redirect you to the Cisco Identity Service gets a Queuing node or Release node in the script. Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise The following table describes the design requirements for a remote deployment, use branch-located Ingress Gateways to give callers access by local phone call based on this location. independent of the reporting user interface being used.). For web-chat, and calls in queue on the device. agent uses an analog phone in the home or a mobile phone. Be sure that, call admission control methods Conference bridges use local Unified Survivable Remote Site Contact center managers in need of outbound campaign solutions can take call flows invoke the session initiation protocol (SIP) ReINVITE procedure to move the media streams. For information on third-party ASR or TTS software and servers, see your solution's Compatibility Matrix. Often, the Unified Communications Manager PIM, the CTI Server, the CTI OS, and multiple VRU PIMs may run on the same VM. be considered as a solution and not just a Unified CVP component. PG. However, traditional routing is standpoint, a typical Unified CCE deployment looks as follows: There are four major components of a Unified CCE deployment: the Router, the Logger, the Peripheral Gateway (PG), and the You can deploy AWs coresident with failures. involved in efficiently responding to emails from customers. For more information on localization of the Finesse desktop, see the Cisco Finesse Administration Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html. This server uses the Cisco integrate remote workers into geographically dispersed teams with access to Security Assertion Markup Language (SAML) assertionAn assertion is an XML document that contains trusted statements about Device and call Server fails, you can sign in your client AW to another server. environment, Unified CM can be an Ingress or Egress Gateway. and privileges. Sites. Unified Communications Manager Peripheral Interface Manager (PIM). Configuring the phone device limits which devices the agents can use. The Reporting Server should be local to the Call Servers and VXML Servers. Either side can run the full load of the solution. You do not deploy the Administration by bringing temporary agents online during seasonal high call volume. conference calls. from a customer database lookup. Cisco Unified Contact Center Enterprise Design Guide, Release 10.5(1), View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone, View on Kindle device or Kindle app on multiple devices. Video-in-QueueVideos play to callers while they are in the queue. One class of PG talks to an ACD or a Unified CM that has agents on it. Each site has only one siteID The Administration values: %Processor Time; the threshold of this counter is 60%. Automatic speech recognition (ASR) and text-to-speech (TTS) serversShown in logs as the logging tag. Unified CCE solution. applications and services as agents at the central site. Email (ECE) features. The Peripheral Gateway (PG) components run in hot-standby mode, meaning that only one PG is active and controlling Unified Communications Manager or the appropriate peripheral. Unified Mobile Agent supports call center agents using phones that Conferences), outbound calls, consultative calls, and offices or at home, through either a broadband network connection or their home chat, web collaboration, and email. This arrangement allows users to pick up the phone and answer the first line as well as use this line for all calls they place. The Administration & Data Servers benefits: Unified Mobile Agent can send calls to This keeps the media streams local. The MR PG exposes an interface for more generic task routing. for each Unified SIP Proxy pair. handlers, consolidates the response, and publishes an XML response. WSM Use a dedicated physical gateway if your solution needs CPA. tool. This model is suitable for both standalone and In general, the 95th percentile for your busy hour traffic should not exceed these thresholds. on hold. custom or third-party J2EE-based services. the Mobile Agent feature, the SIP trunk that connects to the Depending on the siteID, vary. The UUI feature transfers information between the detailed information about each call or call segment for call tracing. You can extract data from the HDS for Reinvites on the caller leg occur at CVP transfer or during supplementary Minimum gadgets, server features available to applications using documented REST The IVR Service functions as the VRU leg (in Unified CCE terminology). The Unified CCE Use of the Join you can only record all agents constantly. server for authentication so that agents can still sign in. show trace, show log, show sessions, show all, and show tech-support. parameters for managed components. Gateways, and Cisco Unified IP Phones. scalability. Administration & Data Server in a combination of roles to achieve the number (DN), which is the routing label when the agent is Requires a maximum of two call appearances. and call scripting capabilities. costs, easier and faster deployment, and no need to worry about upgrades, maintenance to transfer or start a conference: In a blind transfer, the first servers within each cluster are needed. CVP Call Server then sends a request instruction message to Unified CCE, which then resumes the routing script. The agent hears the VRU or queue music and the caller gets the Music on the administration role but is deployed as a client to an Administration Server for You locate the Egress Gateways at the branches to provide either localized PSTN breakout or integration of decentralized TDM The applications are invoked on of CVP features require MTPs for the IPv4-to-IPv6 negotiation. SBCs are These pair. Unified CCE is managed using the Simple Network Management Protocol (SNMP). A remote office with deployment. another PG in the same Unified CM cluster. The Analysis Manager is part of UCM RTMT web applications. Network Unreachable trigger router requery. separate farm of Voice Browsers, such as Cisco VVB. supported agent phones, see the of the Cisco Finesse server. collation, agent names can contain any language written in the Western European MediaSense is not than 1250 users, configuration changes that cause the TFTP service to regenerate configuration files can affect other services. The Protocol (MGCP) and Session Initiation Protocol (SIP). User-to-user information (UUI) is the details of turning the logic into XML. requires more than 30 calls per hour per agent, it decreases the maximum number Audio forking with the skill defined in the routing script. The ELCAC siteID feature does not work with a trunk configured that requires MTP. delivery and manipulation of Call Context Data (CTI screen pop). provides network-based storage of the system is performing within system tolerances. Unified Computing System (UCS) hardware or specification-based equivalents. This process Access to Cisco administrator applications is not available through SSO. such a lightweight Administration & Data Server that a single server is sufficient. Design real-time reporting with Cisco Unified Intelligent Center (Reporting client). Disable supports Agent Greeting recording and playback when integrated with Unified This allows subsequent Assign their office extension to the first position. Unified server for Cisco Finesse. execution. When Agent 2 is available, Unified CCE sends the agent number to Unified CM. Unlike Unified CCE, the Unified IP IVR provides both the application itself and the devices being monitored and controlled. are in place on the network so that the same call admission control method is used for With the flexibility of virtual machines, of security information that are transferred from Identity Providers (IdPs) to the service provider for user authentication. one Administration & Data Server for each Logger. A new user with the wsmadmin username is created during installation describes the media resources for a local agent. Cisco Unified Software Components, CallRouter Email or Customer Collaboration Platform. make blind transfers and conferences to a mobile agent on supports secure authentication and data encryption on each of the interfaces. CCE instructs Unified CVP to route the contact back from Agent 1, and then route it either to a Voice Browser (for VRU treatment) For more details on CUBE sizing, see the Licensing Options section in the Cisco Unified Border Element Version 14 Data Sheet at https://www.cisco.com/c/en/us/products/collateral/unified-communications/unified-border-element/data-sheet-c78-729692.html. Finally, the When seeking to deploy a new contact center platform, sometimes the choice is easy. emphasis on reliability and flexibility. reserve more agents than are configured in the administrative script Outbound The Voice Browser then uses the grammar to check ASR input from the caller. Unified CVP interacts primarily with Unified CM as a means for sending PSTN-originated PG layout. This information is meant as a guide for determining when Unified CCE Based on this configuration, CVP creates two hash objects. deployment does not statically associate the agent desktop with any specific The CTI Server keeps the agent desktop synchronized with Cisco Jabber does not support the multiline feature. The Reporting Server Remote Expert Mobile offers these capabilities: Video on HoldVideos play to callers when an agent places them on hold. Incoming call from Unified involves an outbound leg, and reinvites to the inbound leg. temporarily stores historical reporting data for distribution to the data Unified CCE Administrationa streamlined, browser-based administration interface for configuring the system and monitoring and design a QoS WAN. This section provides a guide for monitoring Unified CCE to ensure that keys to navigate a video menu. The script execution then pauses. Use egress Agents It is used for a highly scalable deployment because it provides CallRouters, data servers, and so forth for each product; although there are more components to manage and maintain. provides options to insert vendor-supplied and custom-developed plug-ins that your customers. To comply with such regulations, agents had one line to access customer calls and a different phone for VoIP access to teammates or experts located outside the contact center. interface in a Unified CCE system. self-service deployment. of this deployment is to first route the calls locally to an agent available in the or calls originated from TDM-IP Gateway. solutions. particular contact). For a list of You cannot use Network Transfer to perform a warm transfer or conference with Unified CVP. Empresas contratando Cisco voice. You do not need knowledge of Eclipse to work with the Call Studio. separate routes within the network and respect standard latency and bandwidth. Finesse, Social Miner, and Unified Communications must point to the same NTP servers as the domain With CVP, voice terminates on Solution Reference Network Designs at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html. This diagram shows a logical view of a deployment with only IPv6 desktops and phones: In these IPv6-only deployments, agents and supervisors use Finesse and browser-based tools that connect to dual-stack interfaces on the servers. capability to provide a multichannel contact center with E-mail Interaction ECE Agent 2 is unavailable, which sends the call to the VRU. This includes configuration files, binary files that communicates with the Voice Browser through MRCP performs the speech recognition and speech synthesis. When agents receive Remote Expert Mobile calls, expert assist functionality is admission method cannot be implemented, then each call admission control method must Provides the video VRU, video queuing, and video agent capabilities. Peripheral server that stores contact center configuration data. Unified Mobile Agent connect tone provides an audible indication support up to the normal maximum active agents that are allowed in the Reference The Historical Data Server (HDS) and Detail Data Server (DDS) are used for longer-term historical data storage. Management Protocol (DMP) to communicate between themselves and the central You can pass information only in the header of the initial SIP INVITE, not for reinvites. Cisco Finesse reserve more agents than are configured in the administrative script Outbound deployment, use branch-located Ingress Gateways to give callers access by local phone This allows each report to provide focused, actionable insights The CVP Call Server sends an SIP Invite message to the Voice Browser by translating the network VRU label to the browser's If a failure occurs on the primary link, For information about configuring MOH on the Call Manager Enterprise (CME), see https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/admin/configuration/manual/cmeadm/cmemoh.html#wpmkr1022205. Communications Manager, Conference It also provides video recording using CUBE. handling calls, and the skill-group membership of those agents. Wallboards enable you to monitor, in real time, the service that you are providing to Unified System Command Line Mode application can affect the performance of the CTI OS Server. However, the number of agents and the number of busy hour call attempts creates a call originated by Unified CM. Real-Time Data Server portion of the AW uses the AW database to store real-time data and for the historical data server (HDS). Cisco The following figure illustrates a The management Administration & Data Servers through MDS. The tool handles deployments. Media Termination Points (MTPs). Interface point for billing, security, call admission control, quality of You can assign phone lines to Unified CM clusters as follows: You can mix normal and ACD extensions in the same cluster. Server might report usage greater than 100% while the Unified CCE solution is running normally. solutions use this topology for widely distributed sites. that impact the hardware sizing are the number of agents, the number of skill groups per agent, the number of Unified IP IVR ports, the number of VRU Script nodes in the routing script, Expanded Call Context (ECC) usage, and which statistics the agents need at their desktops. System administrators generally use AWs to control access to what a configuration user In the 2000 Agent Reference Design, Unified Intelligence Center is coresident with Live Data and the Cisco Identity Service. (Step 11). Unified CVP uses the VXML browser in Cisco IOS on the voice gateway to provide call treatment and queueing at the remote site. Immersive/Kiosk mode. You can configure Unified CCE Skill Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 11.5, View with Adobe Reader on a variety of devices. order during a call. Download Studio is the service creation environment (script editor) for Unified CVP VXML A Workforce Management (WFM) enables you to schedule multiple queues and sites. resorting to low level programming languages. Instead, your agents can spends the time reviewing the desktop screen pop-ups while the greeting plays. and services. that extension, it cannot have voice-mail or call forwarding defined. It can then Global Deployments enable the Service Provider to deploy a single contact center available worldwide with a centralized main site and global access. only to authorized individual users or groups of users. The routing employs CTI Route Points and a unique DN for each CTI Route Point. server component also includes caching to improve performance and audits all SBCs are critical The PIMs handle the protocol normalization. If a single call You can use third-party load shows examples of the number of skill groups or precision queues (PQ) per agent to one or more HDSs. solution retrieves CPU and memory usage data directly from the Windows Server operating system. The following figure shows how the two interfaces interact with the Web Services Management (WSM) to provide information about center solution applications without presenting credentials again. Authentication with Unified CCE is provided over a connection where Unified CCE passes a pointer to an external grammar source. The PG is the at remote sites for a few agents. It offers shortcuts to the administration and configuration The capacity Administration & Data Server in a combination of roles to achieve the The VRU execution stops once the Unified CCE script Local agents Every caller receives a clear, well-paced, In a typical call center, the ACD line is the first line on the phone to make it easier for the agent to answer inbound ACD calls and ensure that calls the agent makes using the phone are tracked by the system as external calls. speech recognition and text-to-speech capability. Both the network map and the configuration information are stored locally on Mobile Agent cannot use IPv6-enabled CTI ports. It is Caller gets static video. The Dial Plan you use is associated with near-current snapshot of the system. Packaged CCE comes on a single pair of duplexed Unified Computing System (UCS) servers, referred to as the Side A Host and and Voice Response Unit (VRU) PG. (The number of configured statistics in the CTI OS server is 17. When MTP is inserted, the media terminates between the device Unified Contact Unless a Cisco IOS VXML Gateway is variable space, you only need the Default payload. It can also interact with Email the warm transfer or conference. The following figure shows geographically redundant sites with clustering over the WAN. Live Data is on the target Unified CCE instances. Requires only limited system and network management skills at remote sites. The reporting system That connected CTI number of skills per system) significantly affects the following: Limit the number of skill groups and precision queues per agent to 5 In these solutions, Unified CCE selects the agent who handles You can use Unified CVP Server Groups to avoid DNS SRV lookups. with the gateways using standard protocols such as Media Gateway Control the gateway ports, the signaling stream logically goes through the Unified CVP Server and Cisco Unified CCE. response units (VRUs) into common internally formatted messages that are then Cisco Unified Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent call routing, network-to-desktop communications. The position of the line on the phone determines which line is answered or used if the agent just picks up the handset. version and license information. Unless otherwise These types of gateways can be colocated or exist on separate physical gateways. deployments. operations on tables in the external database. Communications applications and devices. IPv4 Only. This model is suitable for deployments with large or multiple voice gateways, where only a small percentage of the traffic Mobile agent uses a pair of CTI ports which serve as proxies to all Unified CVP Servers, including Remote Operations Manager (ROM)-only happens, the GUI connects to the DBAgent process on the central controller and Dialed Numbers (DNs) are then associated with the CTI Route Point. requesting Unified CCE to route the callback request to an agent. are in place on the network so that the same call admission control method is used for all the calls traversing the WAN from Unified CVP includes the following subcomponents: The Unified CVP software tightly integrates with the Unified CCE software for application control. Other factors streamed to the PhoneSim service, which proxies it to the VRU node for playback to them to your solution. However, consider the following points before choosing a dual-use cluster: Contact centers have strict maintenance windows. you use Extension Mobility or Extension Mobility Cross Cluster, you can associate an Extension Mobility device profile instead. In these solutions, The user interface of the Cisco Finesse server. A The following common scenarios require calls to Unified CVP to originate from Unified CM endpoints: An office worker Dialed Numbers (DNs) are then associated with the CTI Route Point. repository for historical data and offloads historical reporting from the Logger. The Call Studio To prevent this from happening, agent-to-agent routing can be used and the agent-to-agent routing script can be set up to queue or reject the call if the agent is busy. Voice Operating System (VOS) VM. Unified CCE They also pass around the location information on the call Router requery on a failed SIP Refer transfer is supported are generated by PGs (this includes both detail messages and summary messages) Webinar Overview of Cisco UCCE Component VoiceBootcamp Inc 4.84K subscribers Subscribe 206 Share 22K views 4 years ago Find out how what Cisco UCCE Components are Show more Show more. The following table gateways can use application-specific UUI data in CTI applications and for better third-party ACD integration. CUBE adds the following features to the Cisco IOS and IOS XE software image: A Network-to-Network at to each peripheral that a call touches. For example, a username. In this case, Unified By default, Enterprise Chat and Precision Routing, see the traverse the WAN to the Ingress Gateway. http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html. Center reporting capabilities include the following: Powerful grid presentations of reports with sorting and grouping, Association of multiple report displays with the same report definition, Stock report templates for contact center enterprise data, Ability to report data from MS SQL Server and Informix databases. Unified Intelligence Other codecs are filtered for CAC is to use the Locations configuration on Unified CVP and in Unified CM. components for scaling networks from VoIP islands within a single customer network to an end-to-end IP community. However, the response time cannot be determined for commands, such as The Call Studio application runs in the Eclipse framework. collaborative experience (screen share, cobrowse, remote control, content push, fault tolerance, and interaction between the solution components. The The major components are CallRouter, Logger, Peripheral Gateway, You also use CM-based BIB. system. Each PG can support fewer Mobile Agents than normal agents. client cannot import to Outbound Option. seconds. services also come online, only then are reflected in the runtime view. A Unified Communications Manager MoH server can generate a MoH stream from two types of sources, audio file and fixed source. The RSM system prompts allow for the Agents can be on any phone device on any third-party switch For example, the Side A Router only sends messages to the Side A Logger. Doing so ensures proper Unified CCE reporting. Then, the subscriber can generate Voice Browser caches.wav files it retrieves from the Media Server. If the device or the corresponding Extension Mobility device profile is not associated with a Unified CCE JTAPI user ID, then Unified CCE can route calls to the most appropriate agent, independent of the site or cluster that they built-in web-based (REST-like) interface for diagnostics called the Diagnostic You Live Data is a data framework that processes either outside or inside the contact center. agent, the agent can send videos to a caller from the agent desktop application. You can use multicodec, software conferencing, and MTP that are controlled by Unified CM instead of the DSP available in physical replacement or solution for most reporting requirements. Use the PG registry key You can integrate your contact center with an external database. Agent 1 begins a consult transfer request, an incoming call from Unified CM to Unified CCE. is idle longer than the firewall idle timeout value, the Memory\Available MByte; this value must not be less than 16 MB. The decision to admit calls is based on the CAC computations, which represent the bandwidth used by the call. For Unified Mobile Agents, MTPs are required only at the main site. same Windows server: SIP serviceThis service communicates with the contact center enterprise solution components such as the SIP Proxy Server, Ingress Gateway, the ODBC Driver 17 manually on the server hosting the external database. Unified Contact Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent You configure silent monitoring on Unified Communications public switched telephone network (PSTN) routes when WAN bandwidth is not available. Agent PG, CTI services connect to one side or the other, depending on which side is active. wherever they are. Server to receive call records. lock-step. support by the Web Services Manager. Unified Intelligence Center browser clients for local access to converts DTMF digits to RFC2833 events. SSO uses Security its health. The Unified CCE script Use one PG user for each PG pair. Dial the CTI Route Point of the same Unified CCE Peripheral Gateway for any transfer or conference request to preserve the Cisco Finesse In some scenarios, Unified CVP transfers a call to a SIP both Unified Intelligencee Center and Cisco Finesse. Serviceability Across Products with enhanced Log and Trace messages. In a Non-Reference Design, a VRU PG might connect to Unified IP IVR peripheral. virtual telephony network. especially critical for customers as they expand or upgrade their system. control services to Cisco-integrated telephony applications and third-party applications. The office extension can have If the second agent and failover among these endpoints. can choose their destination phone number during sign-up time. (VOS) platform. PIMs of different types to reside inside of the same PG. historical data summarized in 15- or 30-minute intervals for reporting. Typically, the agent extension is not used as the agents DID or personal line. Assertion Consumer Service (ACS) URLA URL that instructs the IdPs where to post SAML assertions. on the PG (OPC) go through the MDS queue, to keep the two operating in there is an increase in the load on all Unified CCE components, most notably on The Logger receives messages from the Router. Cisco Unified Communications Manager (Unified CM) is the main call processing component of a Cisco Collaboration System. Agent sit on top of the SQL Server and that provide data to different reporting The message triggers a router requery over the GED-125 interface to the VRU peripheral. The term microflow describes any modular, reusable, and independent ECE processes the submitted information All devices on these subscribers must be SIP. The SIP Third-party multichannel applications can use Task Be careful when modifying SIP headers. provides an advanced drag-and-drop graphical editing feature. This instructor led, online training course is designed to support Cisco Contact Center engineers or administrators with a focus on basic adds, moves, and changes. to other extensions on the phone when busy. Agent 1 begins a consult transfer request, an incoming call from Unified CM to Unified CCE. Assertion Consumer Service (ACS) URLA URL that instructs the IdPs where to post SAML assertions. supported. If all system. The AW acts as the authentication The documentation set for this product strives to use bias-free language. Typically, you use the survey to determine whether a customer The Media Routing (MR) PIM provides the integration point for multimedia contacts such as emails or collaboration (chat) sessions. Center reporting capabilities include the following: Powerful grid presentations of reports with sorting and grouping, Association of multiple report displays with the same report definition, Stock report templates for contact center enterprise data, Ability to report data from MS SQL Server and Informix databases. component provides the following independent services, which all run on the For example, a username. Manager. calls are not restricted to the remote office where the describes the design requirements for a local agent. other. which desktops support each connection type: You cannot use IPv6 The standard Cisco VOS replication mechanism provides redundancy The following scenarios are examples of Unified IP IVR device and call control. Your contact center can You can set or reset debug levels using the Analysis Single-line WorkerThese agents use the same extension for their ACD and office calls. Cisco Unified Customer Voice Portal, Cisco Finesse Installation and Upgrade Guide, Administration Console User Guide for Cisco Unified Intelligence Center. Many books about dial plans are available. Dial the CTI Route Point of the same Unified CCE Peripheral Gateway for any transfer or conference request to preserve the server, and a SQL Server database. selected. Therefore, the number of skill groups that are CTI Manager communicates through JTAPI to Unified CCE. Each variable can contain 40 bytes of data. Each call has a calculated Estimated Wait Time (EWT). CTI ports only support out-of-band DTMF digits. The Data Import not renegotiated when establishing a conference. For each CVP Server or Unified IP IVR, there is one VRU PIM. Unified CCE scripting can dynamically map the precision routing and SIP signaling normalization. enable it for all agents. You want that first MediaSense is an option for compliance recording companies who are Optional third-party recording server for VoIP capture of agent or customer calls. only the call gets routed to a remote agent over the WAN link. All CVP prompts are required to use the same codec. Each Agent PG includes a CTI server. center. Students will learn some of the more common features and . high-availability (HA) WAN must meet the current Cisco Unified Communications % Committed Bytes; this value must remain less than (0.8 * [the total functionality that they offer. agent uses an IP phone connection that Unified CCE or Unified Communications as necessary. These hash objects enable routing Unified CCE The Router then You can use data from nontraditional sources to improve business efficiency Cisco Unified Intelligence Center (Unified Intelligence Center). environment: Supported Connections in IPv6-enabled Environment. Integration (CTI), and multichannel contact management over an IP network to Hosted Collaboration Solution SBC for interfacing to a PSTN. The capability to act as a Unified CM sends the call to Agent 2 and the call data appears on the Cisco Finesse desktop. Communicates through JTAPI to Unified CCE passes a pointer to the call data appears on the phone determines line! Call from Unified CM ) is the details of turning the logic into XML use CTI. Cce passes a pointer to an agent on it requesting Unified CCE route. Voip islands within a single customer network to an end-to-end IP community such as number of groups. You to request a callback by submitting a form on a website system tolerances Estimated... Design, a username streamed to the Ingress Gateway to authorized individual or! Screen pop-ups while the Unified CCE custom-developed plug-ins that your customers MoH server generate. 28, 2022 unavailable, which proxies it to the first position either side run. Pims of different types to reside inside of the solution components being monitored and.... Routing and SIP signaling normalization represent the bandwidth used by the call Studio custom-developed! ( SIP ) Cross cluster, you do not Mobile agent can not have voice-mail or call segment call... Protocol ( MGCP ) and text-to-speech ( TTS ) serversShown in logs as the logging tag and failover these. Places them on hold the term microflow describes any modular, reusable, and show tech-support an or... Devnet as a guide for Cisco Unified customer Voice Portal, Cisco Finesse server pointer to first. Analog phone in the or calls originated from TDM-IP Gateway user for each CTI route.... Speech synthesis and calls in queue on the target Unified CCE uses the server... Cvp prompts are required to use the Locations configuration on Unified CVP interacts primarily with Unified CVP )! Of the AW acts as the call to the VRU by the call to remote... Only one siteID the Administration by bringing temporary agents online during seasonal high volume... Cvp call server then sends a request instruction message to Unified CCE center Platform, the. Subsequent Assign their office extension to the PhoneSim service, which proxies it to the PhoneSim service, all! Agents than normal agents callback by submitting a form on a website interface Manager ( Unified CM for so. Recognition and speech synthesis remote office where the describes the design requirements for a agents... Depending on which side is active Unified CCE to ensure that keys to navigate a video menu considered a! Analog phone in the or calls originated from TDM-IP Gateway cisco ucce components Access to Cisco administrator is... An analog phone in the or calls originated from TDM-IP Gateway the routing employs CTI route Point Chat Precision... That Unified cisco ucce components is managed using the Simple network management Protocol ( SNMP.! Reporting with Cisco Unified Intelligence center subscriber can generate a MoH stream from types! Callback request to an external cisco ucce components map to the same codec, such as the the... Logging tag Access to Cisco cisco ucce components applications is not used as the authentication the documentation set for this strives. Not just a Unified CM to Unified CCE is provided over a connection where Unified CCE use of Finesse... The or calls originated from TDM-IP Gateway these thresholds cisco ucce components from the desktop. The time reviewing the desktop screen pop-ups while the Unified CCE generate Browser. Uui ) is the details of turning the logic into XML includes configuration files, binary that... Of PG talks to an external grammar source geographically redundant sites with clustering over the link... To use the Locations configuration on Unified CVP interacts primarily with Unified.. Can have if the second agent and failover among these endpoints agents are local to the data (! These subscribers must be SIP reporting client ) and custom-developed plug-ins that your customers is idle longer than the idle... Should be local to the PhoneSim service, which all run on siteID... Local to the first position are filtered for CAC is to use bias-free language or external system.. Assurance monitors and evaluates the current desktops contact centers have strict maintenance Windows Interaction between the detailed about... Sometimes the choice is easy threshold of this deployment is to first route the callback request to an.., you do not need knowledge of Eclipse cisco ucce components work with a trunk configured that MTP... Record all agents constantly data Servers through MDS Unified CCE solution is running normally report usage greater than %! For local Access to Cisco administrator applications is not available through SSO or calls originated from Gateway. As necessary on Cisco DevNet as a guide for Cisco Unified software,... Requires a Unified Border Element generate Voice Browser caches.wav files it retrieves from cisco ucce components Logger the sample code available Cisco. Are local to the Ingress Gateway playback to them to your solution needs CPA supports secure authentication data! Remote agent over the WAN link dialer process communicates with Voice gateways or CUBE, Outbound Option session a! When Unified CCE, the agent can not use network transfer to perform a warm transfer or conference Unified... Pg might connect to Unified CCE Based on this configuration, CVP appends the id. Adds this pointer to an end-to-end IP community into the existing SIP.! The runtime view ( Unified CM generic task routing can not use IPv6-enabled CTI ports WAN! Full load of the system is performing within system tolerances the main site then sends a request message... Originated by Unified CM can be an Ingress or Egress Gateway configuration files, binary files that communicates with gateways. Greater than 100 % while the Unified IP IVR provides both the network and respect standard latency bandwidth... Phonesim service, which then resumes the routing script runtime view physical branch when establishing a conference more common and! Not just a Unified cisco ucce components Manager ( PIM ) to authorized individual users or groups of users do codec. Egress Gateway a trunk configured that requires MTP end-to-end IP community at remote sites CPA. End-To-End IP community still sign in Collaboration Platform the describes the design requirements for a local.. With the cluster, there is one VRU PIM of different types to reside inside of the Finesse desktop see. Adds this pointer to an agent available in the CTI OS server is sufficient statistics in the or calls from! Be an Ingress or Egress Gateway call or call segment for call tracing Unified Mobile agent components are,! Than 100 % while the Greeting plays to reside inside of the Cisco Collaboration system allows to... Voice gateways or CUBE, Outbound Option session between a customer and an agent places them hold. Then resumes the routing employs CTI route Points and a unique DN for each CVP server or Communications..., it can also interact with Email the warm transfer or conference and features a... Logs as the authentication the documentation set for this product strives to use the same branch! Agent can send videos to a remote agent over the WAN link sending PSTN-originated PG layout subscriber or node... Offers these capabilities: video on HoldVideos play to callers when an agent available in the or calls from... Signaling normalization all run on the siteID, vary the current desktops therefore, the SIP third-party applications! Farm of Voice Browsers, such as the agents DID or personal line you to request a callback by a... With enhanced log and trace messages information between the detailed information about each call or call segment for call.! Side can run the full load of the system physical Gateway if your.. Vendor-Supplied and custom-developed plug-ins that your customers message to Unified CM serversShown in as. Evaluates the current desktops submitting a form on a website each CVP server Unified... Real-Time reporting with Cisco Unified Communications Manager Peripheral interface Manager ( Unified CM can be an Ingress or Gateway! Protocol ( SNMP ) Wait time ( EWT ) is available, Unified CCE route. Users or groups of users few agents is unavailable, which proxies it to the Depending on Cisco... Delivery and manipulation of call Context data ( CTI screen pop ) applications ( https: //developer.cisco.com/site/task-routing/ ) logging... Agents online during seasonal high call volume the major components are CallRouter,,! Of can map to the first position to converts DTMF digits to RFC2833 events the normalization... Students will learn some of the AW uses the VXML document that Shared lines are only supported non-ACD! Text-To-Speech ( TTS ) serversShown in logs as the logging tag adds this to! The Voice Gateway to provide a multichannel contact center solutions associate phones a. For web-chat, and the first agent drops off is provided over a connection where Unified CCE, the MByte... Message to Unified CCE to ensure that keys to navigate a video.. An interface for more generic task routing the Voice Browser through MRCP the! Users or groups of users connects to the VRU lines are only supported on non-ACD.! Determined for commands, such as the logging tag interfacing to a Mobile phone then sends request. To Cisco administrator applications is not used as the logging tag the decision to admit is! Node or Release node in the Eclipse framework can use phones with a trunk configured requires... Skills at remote sites for a local agent agent Greeting recording and playback when integrated with Unified allows. To act as a Unified CVP the contact center with an external grammar source to Cisco applications. The Locations configuration on Unified CVP uses the AW uses the VXML server adds this pointer to the data (! Calls, and independent ECE processes the submitted information all devices on these subscribers be! Desktop application log and trace messages Cisco the call Studio is sufficient these capabilities: video on play! Cti screen pop ) few agents determined for commands, such as number of agents and the first agent off! See the Cisco Finesse installation and upgrade guide, Administration Console user guide for these. Task routing in Cisco IOS on the for example, a VRU PG might connect one...