BRKVVT-2218 (1)

7/24/2019 BRKVVT-2218 (1)

1/36

2006, Cisco Systems, Inc. All rights reserved.esentation_ID.scr

2008 Cisco Systems, Inc. All r ights reserved. Cisco Public 2BRKVVT-220814724_05_2008_X1

Planning and Designinga Cisco Unified ContactCenter ExpressDeployment

BRKVVT-2218

7/24/2019 BRKVVT-2218 (1)

2/36

2006, Cisco Systems, Inc. All rights reserved.

esentation_ID.scr


Before Any Planning and DesignIs Made

Who are the business, customer service, and technicalstakeholders?

What are the business and operational milestone dates forsystem acceptance and full production ?

What business problem(s) are we solving?

What current customer service functionality exists?

Does unified contact center express meet the requiredfunctional and technical requirements?

Does the customer have all the required infrastructure and

unified communications applications? What is the exit criteria for the completion of the

deployment?


Objectives

Be sure to properly size Unified IP Contact CenterExpress (CC Express) using calculators provided byCisco Systems

Understand your data network considerationspertaining to a CC Express deployment

Please use (frequently!) the Cisco Unified CC ExpressSolutions Reference Network Design to support a

contact center design and deployment

Application Design and User/Caller are AdditionalConsiderations for Planning and Design for CC Express

7/24/2019 BRKVVT-2218 (1)

3/36


esentation_ID.scr


Agenda

Contact Center Express Functionality

Deployment Models and UC Manager Compatibility

Design Components for Contact Center Express

Sizing for Contact Center Express

Contact Center Express Components

UC Manager Sizing for CC Express

Contact Center Express Server Sizing

Bandwidth and Network Impact

Contact Center Express Applications Development

Q and A


Contact Center Express:Three Primary Functions

IVRInteractive Voice Response

Recorded messages or text to speech in responding to thecallers input of either DTMF signaling or speech

ACDAutomatic Call Distributor

Systemically routes inbound calls to the next scheduled,available, or logically selected agent

CTIComputer Telephony Integration

The amalgamation of a telephone system and computerapplications providing systems, callers, and agents informationfor a use for call routing, screen pops, reporting, and otherrelated functions

7/24/2019 BRKVVT-2218 (1)

4/36


esentation_ID.scr


IVR FunctionsBasic and Advanced

Basic

Prompt and collect DTMF

Basic Call Control

Basic XML Data Processing

Advanced

Database (ODBC) Integration to Selected DBMS

HTTP-Triggered Scripted Applications

Outbound E-mail Generation

VoiceXML (requires 3rd party speech server) for Speech

Recognition ApplicationsJava Object Support

MRCP Integration to 3rd Party Speech Servers


ACD FunctionsBasic and Advanced

Basic

Call Routing and Queuing

Cisco Agent Desktop

IP Phone Agent

Supervisor Desktop

Historical and Real Time Reporting

Advanced

Skills-Based/Competency-Based Contact Routing

Queue Prioritization

Wrap up Timer and Associated Codes

Agent Based Routing

Outbound Campaigns

Multi-Channel (Web/E-Mail) Interaction

7/24/2019 BRKVVT-2218 (1)

5/36


esentation_ID.scr


CTI FunctionsBasic and Advanced

Basic

Enterprise Data Window in CAD Agent Desktop or IP Phone

Data-Only Pop During Inbound Call Arrival

Basic Call, IVR, and Agent Statistics

Advanced

Customized Workflows Enabling Passing Data to 3rdParty Apps

Keystroke Macro-Enabled Screen Pops

Embedded Web Browser Integration


Deployment Modelsand UC ManagerCompatibility

7/24/2019 BRKVVT-2218 (1)

6/36


esentation_ID.scr


Deployment Models andUC Manager Compatibi li ty

Contact Center Express 4.5

Single CCX Server Only

Supports UC Manager 5.x


Single CCX Server

Redundant/H/A CCX Cold Standby Server

Supports UC Manager 5.16.x and CME 4.2

Contact Center Express 6.0 (New) for UC Manager 4.3

Support for Single/Redundant CCX Modules and ExpansionServers like the 4.0/4.1 Models

Supports UC Manager 4.3 (Windows OS)



Single Server Deployment

Designed for integration with UCManager 5.x only

CC Express 4.5

Single Server Only

PSTN

Router/

Gateway

Unified CM 5.x

Cluster

WAN

Switch

CC Express

Agents and

Supervisors

(SCCP/SIP)

7/24/2019 BRKVVT-2218 (1)

7/36


esentation_ID.scr



Adds H/A Option for RedundantCRS Server

Compatible with both UC Manager

5.1 and 6.x

Compatible with UC ManagerExpress 4.2

CC Express 5.0Cluster

PSTN

Router/

Gateway

Unified CM5.1/6.0 Cluster

WAN

Switch

Active (1)

Standby (1)

(optional)

CC Express

Agents and

Supervisors

(SCCP/SIP)


Contact Center Express 6.0 (New)

Designed for UC Manager 4.3

Supports Expansion Servers tobreak-out CC Express functions toadditional servers

Supports H/A Option for coreCRS Server

CC Express 6.0

Cluster

PSTN

Router/

Gateway

Unified CM 4.3

Cluster

WAN

Switch

Active/Backup

Expansion

Servers

CC Express

Agents and

Supervisors

(SCCP/SIP)

7/24/2019 BRKVVT-2218 (1)

8/36


esentation_ID.scr


Contact Center Express 6.0Deployment Models

Refer to the Contact Center Express Design Guide for more details:http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/design/guide/crs60srnd.pdf


Call Processing Models

Contact Center Express integrates with a single UC ManagerCluster and supports the Call Processing Models forUC Manager:

Single-Site Call Processing (Centralized)

UC Manager, Phones and CCX all at a single site

Agents on the LAN at the same site/campus as CCX Server

Multi-Site Centralized Call Processing

UC Manager and CCX Servers centralized in a data centerAgents locally on the LAN or remotely across the WAN

Clustering over the WAN (Centralized Call Processing)

UC Manager cluster split between data center locations

CCX Servers co-located in Data Center with UC Manager

Agents locally on the LAN or remotely across the WAN

7/24/2019 BRKVVT-2218 (1)

9/36


esentation_ID.scr


Design Componentsfor Contact CenterExpress


Design Components

In planning and design for Contact Center Express systems,three key design components are considered:

Ingress Gateways/PSTN Trunks

How the calls get into the CC Express system

UC Manager CTI Ports/CCX IVR and Queue Ports

Virtual devices used by UC Manager and CC Express to handle callscoming into the system

Contact Center AgentsThe people who answer the calls and handle the contacts

7/24/2019 BRKVVT-2218 (1)

10/36


esentation_ID.scr


Ingress Gateway/PSTN Trunk

Provide access to the PSTN

TDM Implementation, T1/E1, PRI

Number of trunks affects gatewayhardware, performance


PSTN

Router/

Gateway


WAN

Switch

Active (1)

Standby (1)

(optional)

CC Express

Agents and

Supervisors

(SCCP/SIP)


CTI Ports

Unified Communications Manager deviceobject

One CTI Port required for each call duringscript processing (terminates media)

IVR Port License, one required for each callduring script processing

CC Express 5.0

Cluster

PSTN

Router/

Gateway

Unified CM

5.1/6.0 Cluster

WAN

Switch

Active (1)

Standby (1)

(optional)

CC Express

Agents and

Supervisors

(SCCP/SIP)

7/24/2019 BRKVVT-2218 (1)

11/36


esentation_ID.scr


CTI Ports (Cont.)

To calculate CTI Port and IVR Port licensesrequiredsum:

Maximum number of calls using Call Treatment (CT)

during prompt and collect phase of callMaximum number of calls in queue loop

CTI Port and IVR Port license are releasedwhen a call is accepted by an agent


PSTN

Router/

Gateway


WAN

Switch

Active (1)

Standby (1)

(optional)

CC Express

Agents and

Supervisors

(SCCP/SIP)


Agents

Agents required to handle calls

Agent statistical calculationsrequire holding time, talk time, andtime in queue, and time betweeninbound calls

CC Express 5.0

Cluster

PSTN

Router/

Gateway

Unified CM

5.1/6.0 Cluster

WAN

Switch

Active (1)

Standby (1)

(optional)

CC Express

Agents and

Supervisors

(SCCP/SIP)

7/24/2019 BRKVVT-2218 (1)

12/36


esentation_ID.scr


Design Component Usagefor CC Express

RingIVR

AnswersAgent

AnswersAgent

Hangs-upAgentReady

Treatment/Queue Delay Agent Talk Work (ACW)

Inbound Gateway/PSTN Trunk Occupancy Time

Time CTI Port and

IVR Port License are

Occupied

Time Agent Is Occupied (AHT)

Network


Sizing for ContactCenter Express

7/24/2019 BRKVVT-2218 (1)

13/36


esentation_ID.scr


Sizing Is a Process...

Put together a list/spreadsheet of all the knowns:

People (agents, supervisors, administrators, callers)

Call types (800/local numbers)

What do callers require (self service, directed service, live person)

What are the business process requirements

How quickly do they need a service

What is the caller experience (interaction, speed, resolution)

How specialized are the agents?

Operational imperatives

Definitions of service levels

Answer every call?

You will likely not have all the data available!!!


What to First Calculate..

PSTN gateway ingress ports

IVR port requirements

Actual agent counts

How?

IPCC resource calculator

CC Express 5.0

Cluster

PSTN

Router/

Gateway

Unified CM

5.1/6.0 Cluster

WAN

Switch

Active (1)

Standby (1)

(optional)

CC Express

Agents and

Supervisors

(SCCP/SIP)

7/24/2019 BRKVVT-2218 (1)

14/36


esentation_ID.scr


Sizing Metrics Defined

Busy Hour Call Attempts (BHCA)average number of callsreceived during the busiest hour of the day

Service Level Goal (SLG)percent of calls answered byagents within a fixed number of seconds

Average Handle Time (AHT)agent talk time + after callwork time

Average After Hour Work Time (ACW)after call work

Average Call Treatment Time(ATT)total time caller is inthe IVR

Blockage Factorpercentage of PSTN calls blocked during thebusiest hour of the day

Average Trunk Occupancyaverage time an ingress gatewayport is occupied


IPCC Standard Resource Calculator

7/24/2019 BRKVVT-2218 (1)

15/36


esentation_ID.scr


Advanced IPCC Resource Calculator


Basic Inputs to the Calculator

Calls per interval

Interval typically 60 minutes or360 seconds

Service level goal

Speaks to trunks, ports, andnumber of active agents

Average call talk time + aftercall work time = averagehandle time

Average call treatment inthe IVR

Proceed to calculate oradd current or forecastedagent counts

7/24/2019 BRKVVT-2218 (1)

16/36


esentation_ID.scr


Basic Outputs f rom the Calculator

Recommended numberof agents

Voice gateway trunks

Sum or IVR portsused forqueued calls and IVRhandled calls

Play with agent counts, IVRports, gateway ports toadjust calculator to modelactual conditions.


AdvancedCentralized Call Processing

CC Express Cluster

PSTN

Router/

Gateway

Unified Comm.

Mgr. Cluster

WAN

PSTN

Router/

Gateway

WANPSTN

Router/

Gateway

WAN

7/24/2019 BRKVVT-2218 (1)

17/36


esentation_ID.scr


Advanced (Cont.)

You may be required to gather these requirements fromboth multiple locations and customer business units.

Also busy hour occurrences do not occur at the sametime of the day

Unique requirements likely will reach beyond sizingports, agents, and gateways. They feed into otheraspects of operational and technical requirements

You may only have some metrics, or no metrics at all!

This is what makes planning and design fun!!!


When sizing call center IVR ports and PSTN trunks,it is better to over provision; cost of extra capacity ismuch cheaper than lost revenue, bad service or legalrisk of not meeting SLA (if under provisioned)

Consider the seasonal busy hour versus average busyhour; marketing campaigns where calls bunch up

Consider agent staffing, availability, attendance,

adherence to schedule, occupancy, different agentshifts, different time zone, reuse of facilities

Provision extra IVR and GW ports for growth andunforeseen fluctuationsreserve about 20% extracapacity (reality will be different than modeling)

Advanced (Cont.)

7/24/2019 BRKVVT-2218 (1)

18/36

7/24/2019 BRKVVT-2218 (1)

19/36


esentation_ID.scr


Where to Go for More on SizingCall Center Resources

Glossary of call center terms (also, see glossary at the end of thispresentation)

http://www.thecallcenterschool.com/tools/glossary.aspx

http://www.ctiforum.com/technology/design/tcs/glossary.pdf

Cisco IPC resource calculator (customized Erlang-C and Erlang-B)stepsto success:

http://www.cisco.com/partner/WWChannels/technologies/

http://tools.cisco.com/partner/ipccal/index.htm

Erlang-B and C calculators

http://www.erlang.com/calculator/(contains useful tutorials)

http://ict.ewi.tudelft.nl/~frits/Erlang.htm

Traffic analysis for VoIP (Cisco)

http://www.cisco.com/univercd/cc/td/doc/cisintwk/intsolns/voipsol/ta_isd.htm#25672


Sizing UC Managerfor Contact CenterExpress

7/24/2019 BRKVVT-2218 (1)

20/36


esentation_ID.scr


Factors Include:

Number of IPphones/devices

Number of gateways

Applications

Level of redundancy

Server model

Offered traffic

Agen ts

Unified

CM

Unified

CC Express

Router/GW

CiscoIP Phones PSTN

IP WAN

How Many Cisco Unified Communications Manager

Servers Do I Need?

Cisco Unified CommunicationsManager Sizing/Provisioning


Unity IP PhoneVoice

Gateway

Unified CC Express

AgentAtt endant

ConsoleConf

Xcode

Device Types and Server Resources

Unified CM

CIPC CUPCUnity

Express

Cisco Unified CommunicationsManager Server Provisioning

Server resources are defined by server model type:

CPU speed, memory, disk I/O

Each device that registers with CUCM consumes a portion of server resources

Server resource consumption depends on:

Device type, device utilization, call rate (BHCA), dial plan complexity, protocol,call type

Unified CM server capacity is based on server model type

7/24/2019 BRKVVT-2218 (1)

21/36


esentation_ID.scr


http://www.cisco.com/partner/WWChannels/technologies/resources/CallManager/

Cisco Unified CommunicationsManager Capacity Tool

Select the Unified CC Expressoption

Enter information

2 output tables are available:

Minimum number of Subscribers(not considering redundancy) perserver type

Recommended cluster configuration


Contact CenterExpress ServerSizing and Selection

7/24/2019 BRKVVT-2218 (1)

22/36


esentation_ID.scr


Automatic Speech

Recognition

IVR/CTIPorts

Recording/

Monitoring

Historical

Reporting

Agents

Text To Speech

Mydoc

.txt

Good

Morning

Cisco Unif ied Contact Center ExpressServer Sizing

Unified CC Express server resources are defined by servermodel type:

CPU, memory, disk configuration

Server resource consumption depends on:

Agents, IVR ports, Historical Reporting, Recording/Monitoring, ASR/TTS,

Unified CC Express server capacity is based on server model type


http://www.cisco.com/en/US/partner/products/sw/custcosw /ps1846/prod_how_to_order.html

Unified CC Express Configuration Tool

Enter info such as:

HA/non-HA deployment

Number of seats forinbound, outbound,WFM, QM...

Number of simultaneousrecording, monitoring,historical reporting

session Server type for Unified

CC Express, WFM,QM, etc

7/24/2019 BRKVVT-2218 (1)

23/36


esentation_ID.scr


MCS-7845

Call Duration> 3 min

MCS-7845

Call Duration< 3 min

Other MCSservers

Number of Agents 300 150 75

Number of Supervisors 32 30 10

Number of IVR Ports 300 300 150

Number of Recording sessions 32 32 16

Number of Monitoring sessions 32 30 10

Unified CC Express Server Capacityand Limits


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compat ibi lit y/mat ri x/cr sco mtx.pd f

Interoperability Check

7/24/2019 BRKVVT-2218 (1)

24/36


esentation_ID.scr


Bandwidth Sizingand Network Impact


Headquarters Data Center Remote Branch Call Center Agents

IP VoiceTDM VoiceCall Control

and CTI Data

PSTN

IP WAN

CAD Desktops

CAD Desktop Bandwidth

# of IP

Phones

10 Calls 20 Calls 30 Calls

1 to 10 1.6 Kbps 1.6 Kbps 1.6 Kbps

20 3.2 Kbps 3.2 Kbps 4.0 Kbps



IPCC bandwidth calculators:http://www.cisco.com/univercd/cc/td/doc/product/icm/bandcalc/index.htm

Unified

CC ExpressUnified CM

Cluster

WAN Bandwidth ProvisioningSignaling/Call Control for CAD Desktop

Based on the following assumptions:

Skill per agent: 10

State changes per agent per hour: 10

Team Messages per team per hour: 8

Chat messages sent/received per hour: 20

Average chat message size (bytes): 40

Transfer calls: 10%

Conference calls: 15%

Bandwidth # is the minimumrequirement

7/24/2019 BRKVVT-2218 (1)

25/36


esentation_ID.scr


CODECSampling

Rate

VoicePayload in

Bytes

Bandwidth

w/o Layer 2

Bandwidthwith

Ethernet(14 Bytesof Header)

Bandwidthwith Frame

Relay(4 Bytes of

Header)

G.711 20 Msec 160 80 Kbps 85.6 Kbps 81.6 Kbps

G.711 30 Msec 240 74 Kbps 78.4 Kbps 75.7 Kbps

G.729A 20 Msec 20 24 Kbps 29.6 Kbps 25.6 Kbps

G.729A 30 Msec 30 18 Kbps 22.4 Kbps 19.7 Kbps

Headquarters Data Center Remote Branch Call Center Agents

IP VoiceTDM VoiceCall Control

and CTI Data

PSTN

IP WAN

CAD Desktops

Unified

CC ExpressUnified CM

Cluster

WAN Bandwidth ProvisioningWAN VoIP Bandwidth Provisioning


WAN Bandwidth ProvisioningDesktop Monitoring

Traffic Flows with Desktop Monitoring Voice RTP Streams are sent from CAD to the Supervisor and/or the

Recording Server

Each Monitoring or Recording traffic includes 2 RTP streams sent from the AgentDesktop (1 RTP stream for each direction)

RTP Traffic through the WAN: 1 for the original call, 2 for the recording session, 2for the silent monitoring requested by the supervisor at the main site: Total of 5 RTPstreams from the remote branch to the main site

Remote Branch Call Center Agents

CAD Desktops

Headquarters Data Center

CSD CSDCAD

Recording/MonitoringServer

Monitoring

Recording

PSTN

IP VoiceTDM Voice

IP WAN

Unified CCExpressUnified CM

Cluster

7/24/2019 BRKVVT-2218 (1)

26/36


esentation_ID.scr


CAD Desktops

WAN Bandwidth ProvisioningSPAN Port Monitoring

Traffic Flows with SPAN Port Monitoring Expansion server for the SPAN Port Monitoring service available in CRS 4.0/4.1.

Recommended to monitor or record agents using IPPA or with phones lower than the 7940.

Voice RTP Streams are sniffed by the SPAN Port Monitor Server and sent to the Supervisor

and/or the Recording Server Each Monitoring or Recording traffic includes 2 RTP streams sent from the SPAN Monitor

Server (1 RTP stream for each direction)

RTP Traffic through the WAN: 1 for the original call, 2 for the recording session, 2 for the silentmonitoring requested by the supervisor at the main s ite: Total of 5 RTP streams from the remotebranch to the main site

Remote Branch Call Center AgentsHeadquarters Data Center

SPAN Port Monitor

Server

CSD CSDCAD

Recording/MonitoringServer Monitoring

Recording

PSTN

IP Voice

TDM Voice

IP WAN

Unified CC

ExpressUnified CMCluster


CAD Desktops

WAN Bandwidth ProvisioningExample

CC Express servers and Cisco CallManager located at data center

Agents and Supervisors located at remote branch

1 Agent Silent Monitoring and 1 agent Recording

Voice Gateway located at the Headquarter site

Desktop Monitoring, Recording/Monitoring server located at the main site

Remote Branch Call Center AgentsHeadquarters Data Center

CSD CSDCAD

Recording/MonitoringServer

Monitoring

Recording

PSTN

IP VoiceTDM Voice

IP WAN

Unified CCExpressUnified CM

Cluster

7/24/2019 BRKVVT-2218 (1)

27/36


esentation_ID.scr


Number of Agents in Branch = 10 Agents

Number of Calls per Agent per Hour (BHCA) = 30 Calls

Voice Traff icRTP (EF)

BW for 10 Simultaneous Calls (G.729) = 10 x 24 Kbps = 240 Kbps

CAD and Call Control Traffic (CS3)

BW for CTI/Call Control per 10 Agents and 30 Calls = 1.6 Kbps

Total L3 BW for Unif ied CC Express = 240 + 7 + 1.6 + 48 = 296.6 Kbps

Voice Signaling Traffic(CS3)

BW for Voice Signaling per 10 Phones and 30 Calls = 7 Kbps

Kbps Values from WAN Provisi oning Tables for:

CAD Desktop Monitori ng/Recording Voice Traffic RTP(EF)

BW for Monitor ing = 0kbps, BW for record ing 1 agent = 2x24 kbps = 48 Kbps

Headquarters/DataCenter

UnifiedCC Express

RemoteBr anch Call CenterAgents

IP Voice

TDMVoice

Call Controland CTIData

PSTN

IP WAN

CallManagercluster

Cisco AgentDesktops (CAD)

WAN Bandwidth ProvisioningExample


Contact CenterExpress ApplicationDevelopment

7/24/2019 BRKVVT-2218 (1)

28/36


esentation_ID.scr


Why Does the Application Matter?

Step Objects

Integration into 3rd Party Applications

Agent Desktop

XML Backend

HTTP/HTTPS

JDBC

Adjunct Design for Workforce Management, Email, Outboundfunctions

Feeds Into Sizing of Infrastructure

Maps to the Type of Licensing Required To Support the Operation

What Aspects of CC Express Meet or Not Meet SpecificOperational Requirements


Call Routing Techniques

Route to Contact Service Queue (CSQ)

Enforces agent (resource) selection rules

Determines which agent to get call, advises script

Manages queue when agents are not available

Route to Agent (Premium Only)

Selects a specified agent

Script determines agent, delivers call on Unified CC Expressextension if agent is ready

System does not queue for agent

7/24/2019 BRKVVT-2218 (1)

29/36


esentation_ID.scr


Agent Selection Criteria

Available to all license options: Resource Groups

Linear: Selects the next available agent in the resourcegroup from the top of the resource available (agent) list

Circular: Selects the next available agent in a resourcegroup in circular order

Longest Available: Selects the agent who has been in readystate longest

Most Handled Contacts: Selects the agent who hasanswered the most handled calls

Shortest Average Handle Time: Selects the agent whogenerally spends the least amount of time talking tocustomers


Agent Selection Criteria (Cont.)

Enhanced and Premium license options:Resource Skills

Most Skilled: Selects the agent with the highest totalcompetency level and who has been available for thelongest amount of time

Most Skilled by Order: Selects the agent with thehighest total competency level in the ordered list

Most Skilled by Weight: Selects the agent with thehighest total competency level multiplied by the skillsassociated weight

7/24/2019 BRKVVT-2218 (1)

30/36


esentation_ID.scr


Agent Selection Criteria (Cont.)

Least Skilled: Selects the agent with the lowest totalcompetency level and who has been available for thelongest amount of time

Least Skilled by Weight: Selects the agent with thelowest total competency level multiplied by the skillsassociated weight

Least Skilled by Order: Selects the agent with thelowest total competency level in the ordered list


Basic Script Flow Overview

Prompt and collect portion ofscript determines:

Callers objectives via DNIS,menu, etc.

CSQ to be used

Layout list to be used forEnterprise Data window

Select Resource step startsagent selection process for a

specific CSQIf an agent is selected, EnterpriseData is set using Set EnterpriseCall Info step and agent isconnected

Queue Treatment Until Delivered

7/24/2019 BRKVVT-2218 (1)

31/36


esentation_ID.scr


CAD Capabili ties

One-window desktop

Log into system

Change or manipulateagent states

Call/chat with otheragentsor supervisor

Monitor call status

Enter Reason Codes

Pre-defined task buttons

Built-in soft phone

Task bar icon showsagent state


Agent Interface

One-windowdesktop,two views

Show ContactManagement

Hide ContactManagementsaves desktopspace

7/24/2019 BRKVVT-2218 (1)

32/36


esentation_ID.scr


Agent Interface Defined

ActiveCall Data

TeamPerformanceMessage

EnterpriseData Status Bar

CallControl,

ACD State


Supervisor Interface Defined

Menu Bar

Dockingwindows

Real-timedisplay,tabularand

graphicSkill Tree

AgentTree

IntegratedBrowser

7/24/2019 BRKVVT-2218 (1)

33/36


esentation_ID.scr


CC Express 5.X:Integrated Web Browser


Planning and Design Deliverablesfor Contact Center Express

Physical equipment bill of materials

Application functional specification

Voice and data network design

Reconcile against input collateral from yourstakeholders

Gap analysis against feature requirements, adjunct

integration, etc.

7/24/2019 BRKVVT-2218 (1)

34/36


esentation_ID.scr


Q and A


Join the Cisco Contact CenterUser Group

Membership is exclusively for customers using Ciscocontact center solutions

Exchange tips and best practices on the use of theCisco Customer Contact products with peers

Establish two-way communications with Cisco'sCustomer Contact Business Unit

Access monthly webcasts, quarterly newsletters,discussion threads and much more

Join today at www.ccusergroup.com (Membershipis free!)

7/24/2019 BRKVVT-2218 (1)

35/36


esentation_ID.scr


Recommended Reading

Continue your Cisco Livelearning experience with furtherreading from Cisco Press

Check the RecommendedReading flyer for suggestedbooks

Available Onsite at the Cisco Company Store


CD desktop feature matrix

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/product_data_sheet0900aecd8043899b.xls

Design guides (all versions)

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

Script repository

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/prod_architecture0900aecd80179234.zip

SWHW comptability guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

IPCC server best practices

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00808160f4.shtml

Ipcc config guides

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

IPCC developer guides

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html

End user guides

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html

Troubleshooting guides

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_troubleshooting_guides_list.html

Ipcc standard resource calc

http://tools.cisco.com/partner/ipccal/servlets/IPTelCalcStandard.jsp

Advanced IPC resource cacl

http://tools.cisco.com/partner/ipccal/servlets/IPTelCalcAdvanced.jsp

Call center terms

http://www.thecallcenterschool.com/Call

Erlang C Calculator

http://www.erlang.co.uk/ccc.htm

Erlang B Calculators

http://mmc.et.tudelft.nl/~frits/Erlang.htm

Traffic and Queuing Basics

http://www.cisco.com/univercd/cc/td/doc/cisintwk/intsolns/voipsol/ta_isd.htm#25672

7/24/2019 BRKVVT-2218 (1)

36/36


Complete Your OnlineSession Evaluation

Give us your feedback and you could winfabulous prizes. Winners announced daily.

Receive 20 Passport points for each sessionevaluation you complete.

Complete your session evaluation online now(open a browser through our wireless networkto access our portal) or visit one of the Internetstations throughout the Convention Center.

Dont forget to activateyour Cisco Live virtualaccount for access toall session materialon-demand and returnfor our live virtual eventin October 2008.

Go to the CollaborationZone in World ofSolutions or visitwww.cisco-live.com.


BRKVVT-2218 (1)

Documents

Transcript of BRKVVT-2218 (1)