Cisco Contact Center Express 10.0: Feature Design, Deployment, and Troubleshooting

LTRCCT-1010

Ron Rodriguez, Technical Solutions Manager CBABU

Mike Turnbow, Technical Solutions Manager CBABU

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Agenda

• CCX 10.0 Feature Overview

– Understanding REST APIs

– Extend and Connect

• Cisco Finesse

– Activation and Service Indicators

– Installation and Troubleshooting Gadgets

• MediaSense

– Configuration with Cisco Finesse Workflows

– Understanding Tagging and Session Management

• Live Data with CUIC

– Architecture and Message Flow

2

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Accessing Pods

• Remote Desktop Manager is installed on all the computers

3

Enhancements

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

What is a REST API?

• Representational State Transfer

– Software architectural style consisting of a coordinated set of architectural constrains applied to components, connectors, and data elements, within a distributed hypermedia system. –Wikipedia

5

http://uccxpub/finesse/api/User/2001

2001 ********

application/xml

</User>

<User> <state>LOGIN</state> <extension>2001</extension>

REST APIs in the Real World

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

UCCXAPI Developer Guide

• System Configuration APIs

– Agent Statistics

– Application

– Area Code

– Call Control Group

– Campaign

– Chat Widget

– Contact Service Queue

– Data Source

– Dialog Group

– Files

– HTTP Trigger

https://developer.cisco.com/site/collaboration/contact-center/uccxapi/overview/

– Recording Configuration

– Resource

– Resource Group

– Skill

– Team

– Trigger

– DB Purge Schedule

– DB Purge Now

– DB Purge Configuration Status

• Cisco Finesse Desktop and Configuration APIs

– https://developer.cisco.com/web/finesse/docs

6

XML files are located on Agent Desktop 1 in C:\UCCX_Lab

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Activation

8

utils service list

CCX 10.0

CAD Finesse

Two Desktops Only one active Unsupported to run

CAD & Finesse

concurrently

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Extend and Connect

9

3 1

CCX

UCM

Agent

Persistent Connection

Call Flow

1. Agent login request

2. PC session request

3. Call offered to remote

destination

4. PC created

5. PC session request

confirmation

6. ACD call overlaid PC call

7. Remote device displays

caller ID for ACD call

8. Agent logs out, PC session

dropped

2

5

4 6

Finesse

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Cisco Finesse for CCX 10.0(1) Feature Set

•Call Control / Agent State

•UCM Silent Monitoring

•HTTP & REST API Workflows

• +E.164

•Login via Username

•Phonebook

•Recording & Playback via MediaSense

•Historical and Real-time Reports via CUIC

•Automatic Login Upon Failover

•Support for IE9 and FF24

•Windows 7, Mac OS X

Agent & Supervisor Features

•Co-Res on CCX VM Only (no bare metal support)

•Backup / Restore

•Full HA over the WAN

•VDI & VXI Support (Citrix XenDesktop, VMWare View)

•Available w/ Enhanced or Premium License

Platform & Solution Features

11

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Deployment Models

• Supports all current UCCX deployment models

– Single Node

– HAoLAN

– HAoWAN

Active Connection Inactive Connection (for Failover) Various Communication

Desktop

(Site A)

UCCX

(Primary)

Site

A

Cisco Finesse

UCCX

(Secondary)

Site

B

Desktop

(Site B)

Cisco Finesse

12

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Architecture

Deskto

p

UC

CX

GED-188 Hibernate XMPP

(BOSH) XMPP AXL HTTPS (Admin) HTTPS

(Agent) JTAPI

UCM

Other

Services

UCCX DB

(Informix)

Cisco Unified

CCX

Notification

Service

Cisco

Unified CCX

Engine

Bro

wser

Cis

co T

om

cat

cfadmin

(Administrator WAR)

desktop

(Agent Desktop

WAR)

3rdpartygadget

(3rd Party Gadget

WAR)

finesse

(REST API

WAR)

Cisco Finesse

Administration

(Administrator Desktop)

UCCX Realm

Apache Shindig

Cisco Finesse

(Agent & Supervisor

Desktop)

3rdpartygadget

home directory

13

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Finesse Local Logging

• Useful when debugging Cisco Finesse Desktop client side issues where logs cannot be sent to Cisco Finesse server

• How to use?

– Clear browser cache

– Access https://<UCCX_IP>:8445/desktop/locallog

– Use Cisco Finesse as usual

– Access https://<UCCX_IP>:8445/desktop/locallog

– for updates

– Accessible after browser freeze or crash

14

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Gadgets

3rd Party Gadget Finesse Server Finesse Client/Browser

<?xml version="1.0" encoding="UTF-8" ?>

<Module>

<ModulePrefs>

</ModulePrefs>

<UserPrefs>

</UserPrefs>

<Content type="html">

<! [CDATA[

Custom JavaScript and HTML goes Here!

]]>

</Content>

</Module>

OpenSocial Gadget Spec

Gadget XML

Specification

Web Service

Gadget Server

Container

Proxy

Gadget

Gadget Request 1

AJAX Response 7

Gadget Response 2

HTML Gadget 3

AJAX Request 4

AJAX Call Request 5

AJAX Call Response 6

Metadata

Custom Gadget Code

Gadgets use existing web

standards • XML to define metadata

• HTML for markup

• JavaScript for interactivity

• CSS for presentation

• OpenSocial Gadget specification

15

MediaSense

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

MediaSense Overview

• Open standard, network based platform

– Supports call recording, playback, live streaming, and storage

– Include rich metadata for each recording

• Requires Enhanced or Premium UCCX 10.0(1) license

– Unlocks the recording feature

• MediaSense API

– Manage/ Monitor/Playback/Search

• Cisco Finesse

– Requires MediaSense for recording calls

– Recordings triggered via Workflow

• Supports G.711, G.729, and G.722 codecs

PUT /finesse/api/User/<Dialog ID> <Dialog> <requestedMediaAction>START_RECORDING</requestedMediaAction> <targetMediaAddress>extension</targetMediaAddress> </Dialog>

17

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Recording with MediaSense

18

Call Control

Service API Service

Media Service Database

Service

1. Caller dials in, CUCM sets

up call

2. RTP established between

caller and Agent

3. CUCM aware of Recording

Profile to Phone

4. CUCM sends 2 SIP Invites

to MS

5. Call Control Service

Notifies Media Service of

incoming recording. MS

chooses 2 RTP Ports

6. Call Control Service sends

RTP ports in SIP 200 OK

reply

7. CUCM communicates RTP

ports for forking stream to

phone

8. Phone establishes RTP

with Media Service

9. Call Control Service sends

metadata to API Service

10. API Service writes to DB

11. SESSION_STARTED_EVENT

Sent to Subscribed App

from API

1

2

3

4

6

11

7

8

5 1

0

9

CUIC Live Data

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Overview

Live Data

reports only

available in

Grid view

IP IVR: No Live Data Reports

Standard: Supervisor Reports Only

Enhanced/Premium: Supervisor and Agent Reports

Licensing Considerations

20

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Live Data Architecture

Primary Live Data Node

follows Engine Master

Primary Historical Node

follows non Engine Master

Shared BOSH Tunnel

with Finesse Desktop

Deskto

p

Bro

wser CUIC Gadget

Cisco AJAX

XMPP Library

UC

CX

Cisco Unified

CCX

Notification

Service

Cisco

Unified CCX

Engine

CU

IC

To

mcat

CUIC

Publisher

Primary

CV

D

Message Queue

Broker (JMS)

UC

CX

Cisco Unified

CCX

Notification

Service

Cisco

Unified CCX

Engine

CU

IC

To

mcat

CUIC

Subscriber

CV

D

Message Queue

Broker (JMS)

Secondary

Data Feeds Replicated

CCX Engine Publishes Data Every 3 seconds

CUIC Subscribes to Data Pulls initial snapshot via REST API

Subscribes to particular topics on JMS bus

Browser receives via OpenFire XMPP over BOSH Tunnel

21

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Custom Live Data Report as Finesse Gadget

• How to…

– Create a Live Data report with a permalink

– Copy existing Live Data gadget definition

– Replace the viewId’s between the CUIC permalink and gadget definition

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Solution Enhancements and Troubleshooting in Unified Contact Center Express 10.0

• Learn how to configure and troubleshoot the new features inside Cisco Unified Contact Center Express 10.0. This session will focus on solution features such as Cisco Finesse, CUIC Enhancements and Live Data, and integration with MediaSense. Additional content will highlight other 10.0 enhancements, improved WAN reliability, CUCM based Silent Monitoring, Extend and Connect, and upgrade guideline changes and paths. Each topic will include information on how to troubleshoot that particular feature.

• May 21, 1:30 PM – Moscone South 306

BRKCCT-2015

23

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Participate in the “My Favorite Speaker” Contest

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• Send a tweet and include

– Your favorite speaker’s Twitter handle <@ciscoronald>

– Two hashtags: #CLUS #MyFavoriteSpeaker

• You can submit an entry for more than one of your “favorite” speakers

• Don’t forget to follow @CiscoLive and @CiscoPress

• View the official rules at http://bit.ly/CLUSwin

Promote Your Favorite Speaker and You Could be a Winner

24

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Complete Your Online Session Evaluation

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Don’t forget: Cisco Live sessions will be available for viewing on-demand after the event at CiscoLive.com/Online

25

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

BRKCCT-1011 Cisco Unified Contact Center Express Update and Roadmap Monday 08:00 AM

BRKCCT-1051

Cisco Unified Contact Center Enterprise and CVP Overview and

Roadmap Monday 08:00 AM

BRKCCT-2056

Unified Intelligence Center: Standard and Custom Reporting on

Contact Center Express and Contact Center Enterprise Monday 10:00 AM

BRKCCT-0001

Cisco Customer Collaboration: Why it's the Right Choice for Your

Contact Center Tuesday 08:00 AM

BRKCCT-2007 Cisco Unified Contact Center Enterprise Planning and Design Tuesday 12:30 PM

BRKCCT-2058 Deploying and Managing Packaged CCE Tuesday 03:00 PM

Related Customer Collaboration Sessions

27

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

BRKCCT-1002 Hosted Collaboration Service Contact Center Overview Wednesday 08:00 AM

BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM

BRKCCT-1031

Cisco Finesse - The Next Generation Agent Collaboration

Experience Wednesday 08:00 AM

BRKCCT-2015

Solution Enhancements and Troubleshooting in Unified Contact

Center Express 10.0 Wednesday 01:30 PM

BRKCCT-3005 Solution Troubleshooting for Unified Contact Center Enterprise Wednesday 01:30 PM

BRKCDN-2966 Programming with the Finesse API Wednesday 04:00 PM

BSACOL-1008 Mobile Customer Care -- Are You Ready? Wednesday 04:30 PM

CCSCCT-1300 Ingram Micro Contact Center Wednesday 08:30 AM

BRKCCT-2006 Omnichannel contact center solutions Thursday 12:30 PM

BRKCCT-2019 Cisco Unified Contact Center Express Planning and Design Thursday 02:30 PM

BRKCCT-2027 CVP Scripting - Call Studio Thursday 12:30 PM

BRKCCT-2050

Building recording and monitoring applications with the

MediaSense API Thursday 08:00 AM

BRKCCT-2051 Cisco Outbound Option Planning and Design Thursday 02:30 PM

Related Customer Collaboration Sessions

28

Appendix

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Failover

Deskto

p

UCCX

Side B

Bro

wser

Cis

co T

om

cat

Deskto

p

UCCX

Side A

Bro

wser

Cis

co T

om

cat

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Failure Scenario Failover

? What

happens to

UCCX?

What Happens to

Finesse Site A?

What happens to

Finesse Site B?

Finesse Client

Behavior?

Recovery

CCX Engine

Failure YES

Site B

becomes

master

OUT_OF_SERVIC

E

IN_SERVICE after

a few minutes

After Site B comes to

IN_SERVICE, clients

are redirected there

and automatically

login

After Site A comes

back up and Finesse

on Site A goes

IN_SERVICE, clients

are redirected to Site A

OUT_OF_SERVICE IN_SERVICE

Master Secondary Master Secondary

OUT_OF_SERVICE IN_SERVICE

31

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Failover

Deskto

p

UCCX

Side B

Bro

wser

Cis

co T

om

cat

Deskto

p

UCCX

Side A

Bro

wser

Cis

co T

om

cat

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Failure Scenario Failover

? What

happens to

UCCX?

What Happens to

Finesse Site A?

What happens to

Finesse Site B?

Finesse Client

Behavior?

Recovery

CCX Notification

Service crashes NO

Site A remains

master

OUT_OF_SERVIC

E

OUT_OF_SERVIC

E

Sessions will be

closed.

After CCX Notification

Service comes back to

IN_SERVICE, all client

sessions have to re-

login

OUT_OF_SERVICE IN_SERVICE

Master Secondary

OUT_OF_SERVICE

32

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Failover

Deskto

p

UCCX

Side B

Bro

wser

Cis

co T

om

cat

Deskto

p

UCCX

Side A

Bro

wser

Cis

co T

om

cat

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Failure Scenario Failover

? What

happens to

UCCX?

What Happens to

Finesse Site A?

What happens to

Finesse Site B?

Finesse Client

Behavior?

Recovery

Finesse Tomcat

crash NO

Site A remains

master

OUT_OF_SERVIC

E

OUT_OF_SERVIC

E

Sessions will be

stuck. Nothing can

be done.

After Finesse Tomcat

comes back up, stuck

client sessions resume

automatically

OUT_OF_SERVICE IN_SERVICE

Master Secondary

OUT_OF_SERVICE

33

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Failover

Deskto

p

UCCX

Side B

Bro

wser

Cis

co T

om

cat

Deskto

p

UCCX

Side A

Bro

wser

Cis

co T

om

cat

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Failure Scenario Failover

? What

happens to

UCCX?

What Happens to

Finesse Site A?

What happens to

Finesse Site B?

Finesse Client

Behavior?

Recovery

Finesse Tomcat

is IN SERVICE

but Finesse

status is

OUT_OF_SERVICE

NO Site A remains

master

OUT_OF_SERVIC

E

OUT_OF_SERVIC

E

Sessions will be

stuck. Nothing can

be done.

After Finesse status

comes back to

IN_SERVICE, stuck

client sessions resume

automatically

OUT_OF_SERVICE IN_SERVICE

Master Secondary OUT_OF_SERVICE

34

© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public

Finesse Failover

Deskto

p

UCCX

Side B

Bro

wser

Cis

co T

om

cat

Deskto

p

UCCX

Side A

Bro

wser

Cis

co T

om

cat

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Cisco Unified

CCX

Notification

Service

Cisco Unified

CCX Engine

Failure Scenario Failover

? What

happens to

UCCX?

What Happens to

Finesse Site A?

What happens to

Finesse Site B?

Finesse Client

Behavior?

Recovery

WAN link

between Site A

and Site B is

broken

(Island Mode)

NO

Both Site A

and Site B

become

master

IN_SERVICE IN_SERVICE

Clients can connect

and operate with

both sites

Once WAN link is re-

established, CCX

converges on Primary

node as master. Clients

connected to non-master

node will be redirected

OUT_OF_SERVICE IN_SERVICE

Master Secondary Master

IN_SERVICE

35