UCCXD Deploying Cisco Unified Contact Center Express Volume 1 Version 20 Student Guide Text Part Number: 67-2505-01Table of Contents Volume 4 Course Introduction 1 Overview 1 Learner Skills ané Knowledge 1 Course Goal and Objectives 2 Course Flow 3 Adcitional References 4 Cisco Glossary of Terms 4 Your Training Curriculum 5 General Administration 6 Please Introduce Yourself 7 CRS Product Overview 1-1 Objectives 12 CRS Product Family 13 “Three Primary Functions for Unified CCX 14 IVR Functions: Basic and Advanced 15 ACD Functions: Basic and Advanced 16 ‘ACD Functions: Basic and Advanced (Cont.) 17 CTI Functions: Basic and Advanced 18 License Options Based on Functions 19 Features Only Available in Premium 19 Now Enhancements for Unified CCX 5.0 +10 Email Interaction Manager (EIM) 11 Cisco Unified Web interaction Manager (WIM) 112 Quality Management 13 Workforce Management 114 Outbound Preview Dialer 115 CRS Environment 116 Base Components 116 About CRS Subsystems 147 CRS Cluster Component Overview +19 Four Software Components 1-19 Four Software Components (Cont.) 1-20 CRS Cluster Profile Concept 1-20 Expansion Servers, 421 Standby Servers 421 ‘Standby Servers (Cont.) 1-22 Other Servers 1-22 CRS Release History 123 Release 3.x (x) Overview 1-23 Unified CCX 4.0(x) Overview 4-24 Unified CCX 4.1(x) Overview 1-25 Unified CCX 4'5(x) Overview 1-26 Unified GCX 5.0(x) with Unified CM Overview 127 Release 5.0(x) with Unified CME Overview: 1-28 Unified CCX Call Flow Definitions 4-30 Unified CCX Call Flow Example 132 Unified CCX Call Flow Example (Cont.) 133 Unified CCX Call Flow Example (Cont) 134 Unified CCX Call Flow Example (Cont) 1-35 Unified CCX Call Flow Example 1-36 Unified CCX Call Flow Example (Cont.) 137 System Management Overview 1-38 CRS Administration Interface 1-38 Cisco Script Editor 439 Cisco Desktop Administrator 4-39 Historical Reports Client 1-40Global Language Support 144 Summary 1-42 References 142 Designing and Ordering 24 Overview 24 Objectives, 24 Terminology 22 Gateway or PSTN Trunks 22 TI Ports 23 CTIPorts (Cont.) 24 Agents 25 Sizing Exercise 26 Sizing Objectives 26 Sizing Metrics Considered 27 Incoming Call Timelines 28 Erlang Calculations 29 Eriang "B" Example 29 Erlang *C” Example 240 IPC Resource Calculator an IPC Resource Caleulator - Inputs 212 IPG Resource Caleulator - Outputs 212 Unified IP IVR Service Calculator 2413 Unified IP IVR Service Calculator 243 Ordering Exercise 244 Unified CCX Configuration Ordering Tool 244 Unified CCX Configuration Ordering Tool (Cont.) 2415 Network Considerations from the SRND 245 Solutions Expert Overview 246 Additional information Sources 246 ‘Summary 247 References 217 Next Steps 247 Installation and Configuration 34 Overview ot ‘Objectives 34 Classroom Network 32 Classroom Network Notes 33 ‘Check the Classroom Components 34 CRS Server Requirements 35 Client Requirements 35 About the Activation Process 36 License Packages 36 Installation Process: CRS 4.0(x),4.1(x) 37 Installer Activities 37 CRS Software Pre-Installation Steps 38 Slart the CRS Software Installation 38 LDAP Server Information 39 LDAP Cluster Profile 310 Installation Type a1 Product and Component Selection 312 Windows Server Information 313 Windows User Information a4 Codec Selection 345 Language Installation 346 CADICSD Default Language Selection 347 Unified CM Information 318 Ready to Install 319 Initial CRS Setup Process 3.20 i Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 ‘© 2007 Cisco Systems, IneInitial CRS Setup Steps 3-20 Accessing CRS Administration 321 Cluster Setup 3.22 License Information 3:23 Unified CM LDAP Information 3-24 User Management 3-25 Directory Setup 3.26 Initial CRS Setup - Servers 3.27 Overview 327 Sorver Setup 3.28 Component Activation 3-29 Publisher Activation 330 Server Setup Completed 331 CRS Provisioning 3-32 ‘About Service Provider Users 3332 Our Provisioning Objective 3:33 ‘About Call-Handling Channels 334 Sharing Channels via Groups 3-34 STAPI Subsystem Components 3.35 ‘Add JTAPI Provider 3-36 Unified CM Authentication Required 337 ‘About JTAPI Call Control Groups 338 ‘Add JTAPI Call Control Groups 3.39 ‘Add JTAPI Call Control Groups (Cont.) 3-40 Verify Four CTI Ports Were Created 3-40 Verify Unified CM Results 3a ‘Add CMT Dialog Control Groups Bat Additional CRS Subsystems 342 Configure a CRS Script Application 343 Configuration Steps 343 1. Manage Scripts - Overview 344 1. Manage Scripts ~ Four Steps 344 1, Manage Scripts - Three Steps, Upload to Repository 345 1. Manage Scripts - Script Management Page 346 2. Manage Prompts — Prompt Management Page 346 2. Manage Prompts ~ Add Prompts 347 6. Add a Cisco Script Application - Configuration 347 6. Add a Cisco Script Application - Details 348 6. Add a Cisco Script Application ~ About Parameters 348 7. Add a JTAPI Trigger 349 7. Add a JTAPI Trigger - Configuration 350 7. Add a JTAPI Trigger — Check JTAPI Information 3-50 7. Add a JTAPI Trigger — Resynchronize JTAPI Information 351 7. Add a JTAPI Trigger — Unified CM Results 351 8, Make a Test Call 352 CRS Control Center 353 ‘About Cluster Data 3.53 License Information 354 Component Activation 354 Node Level 355 Server Traces 3.56 Trace Files 3.56 Check Your Engines 357 Recover, Restore, Patch 387 Installation Process: CRS 5.0(x) 358 ‘New Features Summary 358 What's New in CRS 5.0 Installation? 3.59 New installation Wizard 3.59 Installation Process 360 Welcome Screen 360 {© 2007 Cisco Systems, ne Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 ®Deployment Selection CADICSD Language Summary Screen Patching Enhancements Upgrading to SQL 2000 Troubleshooting Tips ‘Troubleshooting Tips (Cont.) Configuring CRS for Unified CM 5.1/6.0 Unified CCX 5.0 for Unified CM 5.1/6.0 CRS Cluster Setup Unified CM Configuration Upload CRS License ‘Component Activation Publisher Activation ‘Add Second Node to Cluster Setup ‘Add Node to Cluster (Cont) ‘Add Node to Cluster (Cont. ) Configuration License Configuration Unified CM Configuration System Parameters Configuration Languages Configuration User Configuration Outbound Preview Dialer Configuration Resynchronization Too! Configuring CRS for Unified CME 4.2 Unified CCX 5.0 for Unified CME 4.2 Unified CME Express Details Single-Node Setup Wizard Unified CME Express Configuration Upload CRS License Setup Miscellaneous Configuration License Configuration Unified CME Configuration Control Center CME Telephony Subsystem Call Control Group Configuration Validation Too! User Management Cisco Agent Desktop Limitations Cisco Supervisor Desktop Limitations Router Configuration Router Prerequisites CME Router Restrictions Configure CRS-specific Router Elements Example of Step-by-step Procedures CRS Installer Messages Message Examples CRS Installer Log Files File Locations Summary References Next Steps 361 3-61 3-62 3-62 3-63 3-64 3-65 3-65 3-66 3-66 3-67 3.67 3-68 3-68 3-69 3-69 3-70 3-70 371 371 3-72 3-72 3-73 3-73 3-74 3-74 375 3-75 3-76 3-76 377 3-78 3-78 3.79 3-79 3-80 3-80 3-81 3-81 3-82 3-82 3-83 3-83 3-84 3-85 3-86 3.87 387 3-88 3-88 3-89 3-89 3:89 Deplaying Cisoo Unified Contact Gontor Express (UGCXD) v2.0 (© 2007 Cisco Systems, ncCRS Script Editor 44 Overview 44 Objectives 44 CRS Script Editor Overview 42 Installing the CRS Script Editor 43 Starting the CRS Seript Editor 44 Synchronize License with CRS Engine 45 CRS Script Editor Windows 46 Resize the Windows 46 Palette Window: Folders and Steps 47 Design Window: Drag and Drop 48 Design Window ~ Workspace for Step Assembly 48 Drag and Drop the Steps from the Palette to Design Window 48 Design Window: Step Properties 49 Design Window: Customizer 4-10 Variable Window: Icons 4-10 Variable Window: Edit att Variable Window: Edit 4-12 Variable Window: Data Types 4.43 Expression Editor: Friendly Data Types 44 Expression Editor Panel 448 Example Expression Panel 448 Expressions Supported 448 Expression Editor Window 4.20 Names and Conventions 4.21 Message Window 4-22 Script Management: Four Steps 4-23 ‘Step One: Validate 4.24 Step Two: Save As 4.25 Steps Three and Four: Upload and Refresh 4-26 Debugging Scripts 427 Debug Toolbar Options 4-28 Debugging Scripts: Four More Steps 4.29 Step Five: Start Debug (Reactive Script) 4-30 ‘Step Six: Call the Application 431 Step Seven: Step through the Script, 4-32 Step Eight: End the Debug Session 4.33 Alarms and Traces 4.34 ‘Alarm and Trace Configuration 4.34 Trace File Configuration 4-35 ‘Trace Configuration 4-35 View Trace Files 4-36 ‘Summary 4.37 References 4.37 Next Steps. 437 © 2007 Cisco Systems, Ine. Deploying Cisco United Contact Genter Expross (UGCXD) 2.0 vBasic Script Editor Steps 5-1 Overview 51 Objectives 51 Star a New Seri 52 StarvlEnd 53 AcceplTerminate 5a Annotate 55 Play Prompt 56 Property Tabs 57 Prompt Variable Types 5-8 Extended Play Prompt 5-9 interuptble 59 Flush put Bufer 59 Get Call Contact Info 5-10 Delay 5:12 Summary 513 References 5-13 Next Steps 5-13 Caller and System Inputs 6-1 Overview 61 Objectives 62 Label 63 Goto ea Label and Annotate 65 Get Digt Sting 66 ‘About Output Branches 67 General and Prompt Tabs 68 input ana Fiter Tabs 69 Extended Get Digit String en General Tab en Prompt Tab 611 Input Tab 6-12 Menu 13 General and Prompt Tab 14 Input and Fiter Tabs 615 Set 6-16 Variable/Type 6-16 Expression Editor 6.17 Expressions 6.17 Using Operators with the Expression Esltor o18 Get Contact Info 6-19 Summary 6:20 References 6-20 Next Steps 6-20 ‘Deploying Cisco Untied Contact Center Exeress (UGOXD) v2.0 {© 2007 Cisco Systems, in,Database Access A Overview A Objectives 7A Database Overview 72 Supported SAL Databases 72 Structured Query Language (SQL) 73 Database Steps 73 CRS Database Configuration 74 ‘ODBC Configuration on CRS Server 74 ‘ODBC Configuration on CRS Server (Cont) 1s CRS Database Subsystem 76 DB Read 77 General Tab 78 SQL Tab 79 Table Fields 740 Annotate Icon mH DB Get 742 General Tab 743 Field Selection Tab 74 ‘Add Button 745 DB Write 746 General Tab 7A? SQL Tab 748 Show Table Fields 719 Test Tab 720 Annotate Icon 721 DB Release 7.22 General Tab 723 DB Step Branches 724 ‘Summary 7.25 References 7.25 Next Steps 725 Logical Operations 8-4 Overview 84 Objectives e4 Increment 82 Decrement 83 if 84 Examples: 84 If Step Creates True and False Output Branches a5 Switch 86 ‘Add Button 87 Call Subflow 88 Subflows are Independent CRS Scripts 88 Examples of Subflows might be: 88 General Tab 89 Input Mapping Tab 810 Output Mapping Tab ais Create Generated Prompt 812 General Tab 813 ‘About Generator Types a4 Create Conditional Prompt B17 Create Container Prompt B48 ‘Summary 819 References 8-49 Next Steps 849 {© 2007 Cisco Systems, ine. ‘Deploying Gisoo Unified Contact Center Express (UCCXD) v2.0Caller Transfers 9-4 Overview ot ‘Objectives a1 Call Transfer Overview 92 Day of Week 93 Time of Day o4 Connection Branches 95 Time Ranges, StartEnd Times 95 Connections Example 96 Check for Holidays a7 Preparing for a Transfer 98 On Exception Goto or Clear 99 Set Contact Info 9-10 Get Contact Info ont Call Redirect 912 Call Redirect Step 9-12 Call Consult Transfer 914 Call Consult Transfer Step 914 Select Resource Step 915 Call Transfer Steps Summary 916 ‘Summary 947 References 917 Next Steps 9-17 Configuring Unified CCX 10-4 Overview 104 Objectives 10-4 Unified CCX Product Overview 102 Unified CCX License Options 10-3 License Options 10-4 Basic IVR 105 Advanced IVR 106 Basic ACD 10-7 Advanced ACD 107 ‘Advanced ACD: Agent Desktop 108 ‘Advanced ACD: Supervisor Desktop 109 ‘Advanced ACD: Premium License Option Only 10-10 Basic CTI 10-14 Advanced CTI 10-14 License Options Summary 10-12 ‘Agent Routing and Agent Selection Criteria 10-13 ‘Agent Selection Criteria 10-13 ‘Agent Selection Criteria: Enhanced/Premium 10-14 Provisioning Unified CCX 4.0(x) 10-15 ‘CCX 4.X: Provisioning Steps 10-415 CCX 4.X: Provisioning Steps (Cont.) 10-46 ‘Step 1: Provision RM JTAPI Provider 10-16 Step 2: Assign Unified CCX (ICD) Extensions 10-17 Step 3: Associate Unified CCX Extensions w/ User RMJTAPI 10-17 Step 4: Create Resource (Agent) Groups 10-18 Step 5: Create Skills 10-18 Step 6: Assign Resource Groups and Skills to Agents 10-19 Step 7: Create Contact Service Queues 10-20 Step 7: Create Contact Service Queues (Cont.) 10-21 Step 7: Create Contact Service Queues (Cont.) 10-22 Step 7: Greate Contact Service Queues (Cont.) 10-23 About Wrap-up Time 10-25 ‘About Wrap-up Time (Cont.) 10-25 Step 8: Configure Remote Monitoring 10-26 ‘il Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, (© 2007 Cisco Systems, ine,Step 9: Configure Agent-based Routing 10-27 Step 10: Create Teams 10-28 Step 11: Assign Agents and Supervisors to Teams 10-29 Provisioning Unified CCX .0(x) 10-30 ‘Two Deployment Options for Unified CCX 5.0 10-30 Configuring Unified CCX with Unified CM 5.1/6.0 10-31 Guidelines 10-31 Configure Unified CM for Unified CCX 10-32 Provision Unified CM 10-32 Review Unified CCX License Configuration 10-33 Configure Unified CM 10-33 Configure Unified CM (Cont) 10-34 Resynchronization Tool 10-34 Provision Call Control Groups 10-35 Use RmCm Wizard, or. 10-36 Use Manual Configuration 10-36 Configuring Unified CCX with Unified CME 4.2 10-37 Guidelines 10-37 Unified CCX Features for Unified CME 10-38 Configure Unified CME for Unified CCX 10-38 Review License Configuration 10-39 Unified CME Configuration 10-39 Control Center 10-40 CME Telephony Subsystem 10-41 Call Control Group 10-41 Validation Tool 10-42 User Management 10-42 Use RmCm Wizard, or 10-43 Use Manual Configuration 10-43 Cisco Agent Desktop (CAD) Limitations 10-44 Cisco Supervisor Desktop (CSD) Limitations 10-44 ‘Summary 10-45 References 10-45 Next Steps. 10-45 (© 2007 Cisco Systems, ine Deploying Cisco Uniied Contact Center Express (UCCXD) 20kUCCXD Course Introduction Overview “Deploying Cisco Unified Contact Center Express (UCCXD) v2.0" is an instructor-led course presented by training partners to Systems Engineers, Cisco AVVID Partners, and customers, ‘who will be charged with deploying the Cisco Unified Contact Center Express and Cisco Unified IP TVR products. ‘The course acronym has been changed from CRSD to UCCXD. This course has been modified to address Unified Contact Center Express v.5.0 as well as previous CRS versions (v4.0, v4.5), Learner Skills and Knowledge This subtopic lists the skills and knowledge that learners must possess to benefit fully from the course. The subtopic also includes recommended Cisco learning offerings that learners should first complete to benefit fully from this course. aT TT Learner Skills and Knowledge * Internetworking fundamentals + Basic IP telephony concepts * Cisco Unified CM deployments = Cisco IP Phones, Cisco IP Communicator = Contact center operations = Microsoft Windows Server 2000, 2003, XP = MS SQL 2000, MSDE databasesCourse Goal and Objectives This topic describes the course goal and objectives, Course Goal Bro eee nee enum smut reieue Roa eRe neds ir EI eUin rn Awan tolouucie canal planning, installation, configuration, administration, onsen usin ses evo iuenceeireuelinenecines Deploying Cisco Unified Contact Genter Express (UCCXD) Upon completing this course, you will be able to meet these objectives: = Design and plan a Unified Contact Center Express and a Unified IP IVR implementation Install or discuss all CRS components, servers and clients, = Configure all CRS components = Build workflow applications to exploit Unified IP IVR features and capabilities © Build contact center workflows to exploit Unified Contact Center Express features and ilities = Deploy and use Agent and Supervisor Desktop software = Deploy Outbound Preview Dialer for Unified CCX v5.0 = Troubleshoot installations and workflows 2 Deploying Cisco Unified Cantact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Course Flow This topic presents the suggested flow of the course materials, Course Flow | Using Cisco | Reporting | Introduction Scripts and Scripts for Desktop Course Creating Creating AL | Roplcalons Contact m Centers ‘amin (CDA) | Trouble. | Supervisor | shooting | “Remote i | Monitoring | Lunch | CRS Desion | Configuring Using ASR & | Mastery and Ordenng | UCCXAGD Using Cisco «TTS. Exercise Pi Desktop | i | Instatiaion & Creating Admin (CDA) Outbound M | Configuration ‘Scripts for Preview: es Dialing The schedule reflects the recommended structure for this course. This structure allows enough time for the instructor to present the course information and for you to work through the lab activities. The exact timing of the subject materials and labs depends on the pace of your specific class, (© 2007 Cisco Systems, ine. Course introductionAdditional References “This topic presents the Cisco icons and symbols that are used inthis course, as well as information on where to find additional technical references. a a aT | Additional References . 1 (See Flash Demo) * java.sun.com * Course CD-ROM — Class files ~ Demo scripts, speech, databases — Cisco support documents * Email Aliases ~ Ask-icd-ivr-pm@external.cisco.com — Ask-icd-ivr-support@external.cisco.com Cisco Glossary of Terms For additional information on Cisco terminology, refer to the Cisco Internetworking Terms and Acronyms glossary of terms at hitp://www.cisco,com/univered/ce/td/doe/cisintwhiita/index.him, 4 Deploying Cison Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, Inc.Your Training Curriculum This topic presents the training curriculum for this course. A Cisco Career Certification Path Enhance Your Cisco Certifications—and Validate Your Areas of Expertise Cisco IP Contact Center Express Specialist Cisco IP Contact Center Express Recommended Training ‘Specialist Through Cisco Learning Partners, Deploying Unified Contact Center Express (UCCXD) Unified Contact Center Advanced (UCCXA) - Optional Cisco Qualified Specialist (CQS) focused certifications demonstrate significant competency in specific technology areas, solutions, or job roles. Individuals who have earned an associate- level career certification or higher are eligible to become qualified in these focused areas. With one or more specialist certifications, network professionals can better align their core expertise with current industry needs. For more information on the CQS focused certification, visit www.cisco.conv go/certifications, (© 2007 Cisco Systems, Ine. ‘Course introduction 5General Administration This topic addresses the training environment you will encounter for this class. General Administration Class-related Facilities-related + Sign-in sheet + Rest rooms + Length and times + Site emergency + Participant procedures materials Break room + Appendixes locations + Attire Restaurants, snacks Communications © Deploying Cisco United Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, InePlease Introduce Yourself Take a few moments to introduce yourself and express any special objective you have for this training experience. Please Introduce Yourself * Your name and work location * Your job responsibilities * Your programming / admin background + Your Cisco Communications Manager experience * Your Unified IP IVR or Unified Contact Center Express experience, if any * Your other contact center experiences * Your special objectives for this week (© 2007 Cisco Systems, ne Course introductionLesson 1 CRS Product Overview This lesson discusses the Cisco Customer Response Solutions (CRS) topology, software applications, hardware components, subsystems and the new product features and improvements. ‘The course addresses CRS Releases 4.0(x), 4.1(x). 4.5(x) and 5.0(x). This overview addresses all of the CRS Releases and their products: Unified IP IVR (Unified IP IVR) and Unified Contact Center Express (Unified CCX). = The CRS Release 4.0(x) products are compatible with Unified CM 4.1(x) and 4.2(x) m= The CRS Release 4.1(x) products are compatible with Unified CM 4.3(x). The CRS Release 4.5(x) products are compatible with Unified CM 5.103). = The CRS Release 5.0(x) products are compatible with Unified CM 5.1, 6.0(x) and Unified CME 4.209). ‘The Cisco Customer Response Solutions (CRS) Platform builds on the Cisco IP Telephony Solution foundation to provide interactive telephony and multimedia services. Because the CRS Platform uses an open architecture that supports industry standard application designers can integrate applications with a wide variety of technologies and products, and they ean now integrate agent-assisted contact centers and self-service customer assistance ‘A thorough understanding of the CRS components will help us to properly design, develop and deploy the full functionality of the Cisco Products: Unified Contact Center Express, Unified IP IVR and Unified QM.Objectives The objectives of this lesson are to be able to: ‘= Define the relationship between the CRS platform and the three products it supports. = Define the three Cisco products supported by the CRS engine platform = Describe the CRS hardware and soft deployments and scalability ¢ components to include all server types, standby = Describe the new and improved functions of the three CRS products to include Unified Cx 5.0 4-2 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneCRS Product Family This topic describes the CRS as an engine that hosts three products: Unified Contact Center Express, Unified IP IVR and Unified Queue Manager. CRS Product Family CRS Family * Unified IP IVR * Unified Contact Center Express (Unified CCX) — Standard lonaea | | nteg || ~ enmarces (iin) = Premium * Unified Queue Manager (Unified QM) | | } Enhanced Premium ‘The Customer Response Solutions (CRS) Engine is a host to three orderable products: = Cisco Unified Interactive Voice Response (Unified IP IVR) = Cisco Unified Contact Center Express (Unified CCX) = Cisco Unified Queue Manager (Unified QM) The CRS Engine is @ host for these products and can not be ordered. ‘© 2007 Cisco Systems, in, (CRS Product Overview 1-3Three Primary Functions for Unified CCX Cisco Unified CCX provides three primary functions: IVR, ACD, and CTI. Within the Unified CCX packaging, you have a choice of either basic or advanced feature sets for each of these functions. These feature sets are packaged into three different Unified CCX licensed packages: Standard, Enhanced, and Premium. Three Primary Functions = IVR: Interactive Voice Response — Provides information as recorded messages or spoken text over telephone lines in response to a caller's input in the form of spoken words or DTMF signaling * ACD: Automatic Call Distributor ‘Automatically routes incoming calls to the next qualified, available, or longest idle agent * CTI: Computer Telephony Integration ~The merger of telecommunications equipment with computers and computer applications. The use of caller ID to retrieve customer information automatically from a database is an example of a CT! application. Displaying caller input on the agent desktop is another example. = Functions are categorized as “Basic” or “Advanced” for licensing options IVR: Interactive Voice Response Provides information as recorded messages or spoken text over telephone lines in response to a caller's input in the form of spoken words or DIMF signaling ACD: Automatic Call Distributor Automatically routes incoming calls to the next qualified, available, or longest idle agent and, queues the call if no agent is available. CTI: Computer Telephony integration CTI implements the merger of telecommunications equipment with computers and computer applications. The use of caller ID to retrieve customer information automatically from a database is an example of a CTI application. Displaying caller input on the agent desktop is another example, Funetions are categorized as “Basic” or “Advanced” for licensing options, “-4 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, neIVR Functions: Basic and Advanced ‘The IVR functions can be categorized as basic or advanced for licen ng purposes, IVR Functions: Basic and Advanced = Basic Prompt and collect, OTMF Call controls such as accept (answer), terminate, transfer, place call ~ Basic XML document processing of lists (holidays) ~ Basic IVR functionalty is not sold separately, only availabe for IPCC. Express Standard and Enhanced license options = Advanced Database integration with Cisco-supported, ODBC-compliant, SQL databases HTTP triggers for callback requests, email routing, application starts — Email generation to send confirmations, requested attachments ~ VoleeXML. 2.0 suppor for advanced speech applications Java support to use Java objects to expand capabilites MRCP integration to support ASR and TTS services ~ Advanced and Basic IVR are sold as Unified IP IVR and also included in ‘the Unified Contact Center Express Premium license package Basic = Prompt and collect, DTMF = Call controls such as accept (answer), terminate, transfer, place call = Basic XML document processing of lists (holidays) = Basic IVR functionality is not sold separately, only available for Unified CCX Standard and Enhanced license options Advanced = Database integration with Cisco-supported, ODBC-compliant, SQL databases m= HTTP triggers for callback requests, email routing, application starts = Email generation to send confirmations, requested attachments = VoiceXML v2.0 support for advanced speech applications = Java support to use Java objects to expand capabilities = MRCP integration to support ASR and TTS services Advanced and Basie IVR are sold as Unified IP IVR and also included in the Unified Contact Center Express Premium license packag {© 2007 Cisco Systems, in. (CRS Product Overview 1-6ACD Functions: Basic and Advanced The ACD functions can be categorized as basie or advanced for licensing purposes. ACD Functions: Basic and Advanced = Basic Call routing and queuing ~ Gisco Agent Desktop (CAD) — IP Phone Agent (IPPA) Cisco Supervisor Desktop (CSD) ~ Historical Reporting Realtime Reporting = Advanced ‘Agent skill and competency routing Priortized queuing = Work mode, ater call work — Wrap up timer Wrap up codes — Agent-based routing (premium only) Remote silent monitoring of agents and CSQs (premium only) Basic = Call routing and queuing, = Cisco Agent Desktop (CAD) = IP Phone Agent (PPA) = Cisco Supervisor Desktop (CSA) = Historical Reporting = Real-time Reporting Advanced = Agent skill and competency routing = Prioritized queuing = Work mode, after call work = Wrap up timer = Wrap up codes Agent-based routing (premium only) = Remote silent monitoring of agents and CSQs (premium only) 146 Deploying Cisco United Contact Canter Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneACD Functions: Basic and Advanced (Cont.) The ACD functions can be categorized as basic or advanced for licensing purposes. ES ACD Functions (Cont.) = Advanced (Cont.) Cisco Agent Desktop (CAD) * Application integration + Workflow buttons, custom shortcuts + On-demand call recording ~ Cisco Supervisor Desktop (CSD) * Silent monitoring of agent calls * Barge-in on an agent call and join the conversation * Intercept a call, transfer the agent call to the supervisor * Call recording and playback Advanced (Cont.) = Cisco Agent Desktop (CAD) = Application integration = Workflow buttons, custom shortcuts ® On-demand call recording = Cisco Supervisor Desktop (CSD) Silent monitoring of agent calls Barge-in on an agent call and join the conversation Intercept a call, transfer the agent call to the supervisor Call recording and playback {© 2007 Cisco Systems, Ine. ‘CRS Product Overview 1-7CTI Functions: Basic and Advanced The CTI functions can be categorized as basic or advanced for licensing purposes: CTI Functions: Basic and Advanced = Basic Enterprise data window on agent desktop, customizable Displays (pops) data acauired for ‘each call, ANI, DNIS, caller put ~ Details on call progress. IVR time, time with other agents, ‘queue wait time, total time = Advanced Basic functionality — Custom workflows allow data to be passed to other Gopications (examples: CRM, MS Outlook, MS Word, HTTP- Based software) _ Data can be also passed to applications that accept keystroke macros — Pass data acquired from XML data sources Basic = Enterprise data window on agent desktop, customizable = Displays (pops) data acquired for each call, ANI, DNIS, caller input ‘a Dewils on eal! progress, IVR time, time with other agents, queue wait time, total time Advanced = Basic functionality fa Custom workflows allow data to be passed to other applications (examples: CRM, MS Outlook, MS Word, HTTP-based software) Data can be also passed to applications that accept keystroke macros fa Pass data acquired from XML data sources “Fe Deploying Gisco Unified Contact Center Express (UCCXO) v2.0 “© 2007 Cisco Systoms, Incense Options Based on Funct The li nse options are as follows and are based on the above functions. Standard Enhanced * Some features are available in Premium only Features Only Available in Premium The following features are only available for the Premium license package. Features Only Available in Premium = Premium CRS Release 4.x and 5.x Features: ~ Agent-based Routing Remote Monitoring ~ Automatic Speech Recognition and Text-to-Speech (ASRITTS), optional software purchased from speech vendor — Customer's database access, SQL queries, ODBC ~ eMail ~ HTTP triggers * Premium CRS Release 5.x: ~ Cisco Unified Email Interaction Manager (EIM) = Cisco Unified Web Interaction Manager (WIM) ~ Cisco Unified Workforce Optimization Outbound Preview Dialer (© 2007 Giseo Systems, Ine ‘ORS Product Overview rrNew Enhancements for Unified CCX 5.0 There are many new features for Unified CCX 5.0, This discussion will serve only as an overview as there are other courses that address some of these features, __Unified CCX 5.0 Enhancements ' Compatible with Unified CM 6.0/5.1 Compatible with Unified CME 4.2 Windows 2003 OS support Ve Vv ve JDK 1.5 support Val 4 av HA support, 2 nodes wv Upgrade from 4.5 to 5.0 aa AG Unified Preview Outbound Dialer v Unified Email Interaction Manager (EIM) and Unified Web Interaction Manager v (WIM) Option 4 Mey ee oe ‘Simplified Install / Patch / Upgrade / B&R New Release 5.0 features apply to Unified CM and Unified CME (Cont.) Unified CCX 5.0 Enhancements (Cont | Unified | Unified | Unified | Unified ae ma acd Lu au cul Co Simplified Administration (wizards, short) ‘ACMI for third partes (selective) Wrap-up codes including Outbound calls VR support for IBM WVS ASRITTS (MRCP 1.0) Crystal Report XI upgrade New Historical Reports Serviceabilt: Log Collection Tool, Support Tool Now L10n support for Korean, Portuguese Bazilion, Traditional Chinese, Swedish, YY | ¥ Dutch S x < TN TPRESE SESERES ent “10 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems. IncEmail Interaction Manager (EIM) ‘This topic addresses the Unified CCX Ex ail Interaction Manager. aii Email Interaction Manager (CCX 5.0) + Requires Unified CCX 5.0 Premium = Provides e-mail routing to an agent * Automated or agent assisted e-mail responses * Real-time and historical reporting * Role based hierarchical rights management for agents, supervisors, administrators and knowledge base administrators Cisco Unified Email Interaction Manager (EIM) provides inbound e-mail routing, automated or agent assisted e-mail response, real-time and historical reporting and role based hierarchical rights management for agents, supervisors, administrators and knowledge base administrators. Unified EIM shares a common routing engine, services creation editor, look and feel, roles, and desktops with Unified Web Interaction Manager (WIM) and is available in either a Basic or Advanced package. Unified EIM may be deployed on a dedicated server or server cluster or share a server or server cluster with Unified WIM. When Unified EIM and WIM are deployed on shared servers or server clusters, both must be either the Basie or Advanced package. Mixing packages is not supported. Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors would need 100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shifts, {© 2007 Cisco Systems, In. ORS Product Overview 1-11Cisco Unified Web Interaction Manager (WIM) ‘This topic addresses the Unified CCX Web Interaction Manager, Web Interaction Manager (CCX 5.0) * Requires Unified CCX 5.0 Premium * Provides inbound chat routing = Agent assisted chat sessions = Real time and historical reporting * Role based hierarchical rights management for agents, supervisors, administrators, and knowledge base administrators. Cisco Unified Web Interaction Manager (WIM) provides inbound chat routing, agent assisted chat sessions, real time and historical reporting and rote based hierarchical rights management for agents, supervisors, administrators, and knowledge base administrators. Unified WIM shares a common routing engine, services creation editor, look and feel, roles, and desktops with Unified EIM and is available in either a Basie or Advanced package. Unified WIM may be deployed on a dedicated server or server cluster or share a server oF server cluster with Unified EIM. When Unified FIM and WIM are deployed on shared servers or server clusters both must be either the Basie or Advanced package. Mixing packages is not supported. Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors would need 100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shift 712 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, neQuality Management ‘This topic addresses the Unified CCX Quality Management, Quality Management (CCX 5.0) * Requires Unified CCX 5.0 Premium = Supports the recording and archiving of every call between agents and customers = Managers and supervisors can evaluate a customer contact by listening to the recording and filling out an electronic evaluation form. = They can also monitor and analyze the performance of groups, teams, and individual agents by looking at summary and detail reports of those evaluations. * Supervisors and managers can then use these results to suggest training classes for the agents to take. Quality Management supports the recording and archiving of every call between agents and customers. Managers and supervisors can evaluate a customer contact by listening to the recording and filling out an electronic evaluation form. They can also monitor and analyze the performance of groups, teams, and individual agents by looking at summary and detail reports of those evaluations Supervisors and managers can then use these results to suggest training classes for the agents to take Each user license is for a configured (not concurrent) user. {© 2007 isco Systems, Ine. CRS Proguct Overview 1-13Workforce Management This topic addresses the Unified CCX Workforce Management. a a Workforce Management (CCX 5.0) = Requires Unified CCX 5.0 Premium = Allows supervisors and contact center managers to develop schedules for their agents and manage key performance indicators and real-time adherence * Managers can: ~ Create and manage schedules for an unlimited numberof sites, — Manage scheduling for offices spread out in different time zones Schedule alternative media sources seamlessly, including chat and e-mail * Each user license is for each configured (not concurrent) user Cisco Workforce Management Cisco Workforce Management allows supervisors and contact center managers to develop schedules for their agents and manage key performance indicators and real-time adherence. Managers can create and manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different time zones, and schedule alternative media sources seamlessly, including chat and e-mail Each user license is for a configured (not concurrent) user. 1-14 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Outbound Preview Dialer This topic addresses the Unified CCX Outbound Preview Dialer. Outbound Preview Dialer (CCX 5.0) * Requires Unified CCX 5.0 Premium * Campaign-based outbound preview dialer provides an additional option for inbound voice agents (blended agents) * The GUI for outbound agents is CAD. CAD is packaged only with inbound voice seats. = This feature will be addressed in a later lesson. ‘The Cisco Unified CCX Outbound Preview Dialer (Outbound) provides campaign based outbound preview dialer support as an additional option for inbound voice agents. ‘The GUI for outbound agents is CAD. CAD is packaged only with inbound voice seats, This feature will be addressed in a later lesson. {© 2007 Cisco Systems, Ine (CRS Product Overview 115CRS Environment This topic describes the base components for a minimal Unified IP IVR or Unified Contact Center Express implementation. CRS Environment Unifiea stn Gateway [7] cisco crs > say) Fattor ASR/TTS Workflow Optimization, Extornal Database, MRCP Servers EIM, WIM Servers (v5.0) Web Servers. Base Components ‘The following are the primary components of Unified CCX. = Gateway: Connects the enterprise IP telephony network to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as Public Branch Exchange (PBX). = Cisco Unified CM: Provides the features required to implement IP phones, manage gateways, provides failover and redundancy service for the telephony system, and directs Voice over IP (VoIP) traffic to the Cisco CRS system. The Unified CM provides the functionality typically associated with a PBX to include call setup, teardown, and transition (transfer, conference, hold, retrieve For calls requiring intelligent routing and queuing, Unified CM interacts with Unified CCX Within Unified CM, a phone device called a CTI por is defined. A CTI port is an IP endpoint where a Voice over IP (VoIP) call can be terminated. One CTI port is defined in Unified CM for each Unified CCX port. ‘= Cisco IP Telephony Directory: Stores configuration information, application, and Cisco scripts in a Lightweight Directory Access Protocol (LDAP) directory. The subdirectory that stores applications and Cisco scripts is called the repository. Storing seripts and configuration information in an LDAP directory allows the administrator to share applications and Cisco scripts on any CRS engine in the network The LDAP directory has been replaced with configuration files in Unified CCX 4.5 and 5.0, 4-16 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Giseo Systems, Ine= Cisco Unified CCX Server: Engine that runs applications including Cisco script applications. Cisco CRS Scripts: Cisco CRS Scripts comprise a series of Java steps which form the call logic for a call = Cisco CRS Editor: Allows application developers to use a simple graphical user interface (GUI) to create, modify, and debug Cisco CRS scripts for automating customer interactions. Each seript consists of a series of logie steps, implemented as Java Beans m= Cisco IP Agent and Supervisor Desktops: Desktop programs that allow ICD agents and supervisors to log in to the system, accept Unified Contact Center Express calls, change agent states, and monitor status. About CRS Subsystems Depending on the Cisco CRS products that you are using, the CRS server may employ as many as 14 subsystems for communicating with other services including outbound services, About CRS Subsystems = As many as 14 subsystems possible = Subsystems communicate between CRS server and with various services = New Outbound subsystem for CCX 5.0 Some of the subsystems are: = Applications: Manages the applications in the CI session management, Engine and other features such as = Cisco Media: Configures Cisco Media Termination (CMT) dialog control groups, which ‘can be used to handle simple Dual Tone Multi-frequency (DTMF) based dialog interactions with callers, Core Reporting: Provides information for Unified IP IVR real-time reports, Database: Handles the connections between the CRS server and the enterprise database. ‘eMail: Adds components to the CRS Engine that allows it to send e-mail messages. Enterprise Server: Communicates data for sereen pops to the Unified CCX Agent Desktop. HTTP: Adds components to the CRS Engine that allow it to respond to HTTP requests, {© 2007 Cisco Systems, ine. ‘CRS Product Overiow 1-17Unified ICME: Manages the connection between the CRS server and the Unified ICME software, Unified CM Telephony: Manages the connection between Unified CM CTI Manager and the CRS Engine. Unified CME Telephony: Manages the SIP connection between Unified CME and the CRS Engine. MRCP ASR: Allows a script to respond to voice input in addition to DTMF using the MRCP protocol. MRCP TTS: Composes voice prompts that are generated in real time from text, such as speaking the words in the text of an e-mail message using the MRCP protocol. Resource Manager-Contact Manager (RmCm): Allows Unified CCX to monitor agent phones, control agent states, route and queue calls, and manage the historical reporting feature. Voice Browser: Manages Voice Browser funetionality CRS Voice over Internet Protocol (VoIP): Enables remote recording and monitoring. +18 Deploying Cisco Unified Contact Genter Express (UCCXO) v2.0 (© 2007 Cisco Systems, in,CRS Cluster Component Overview ‘The following discussion will address these topics regarding the components of the Unified. cx. CRS Cluster Component Overview * Four Software Components = CRS Cluster Profile - maintains entire cluster configuration for all servers and software components * Servers (nodes) * Expansion servers * Standby servers = Server deployment examples = Single server — Multiple server ~ Maximum servers. Four Software Components The first two software components are the CRS Engine and the Database Server. Four Software Components CRS Engine + The main component of the CRS system. Processes and accepis voice calls and web contacts. The Engine also is responsible for system management, administration, and houses the agent state machine for ACD activity Database Server + Component used to store CRS data. It is comprised of four Datastores: Agent Datastore, Configuration Datastore, Historical Datastore, and Repository Datastore © 2007 Cisco Systems, ne. ‘ORS Product Overviow 119Four Software Components (Cont.) Te last two software components are the Monitor Server and Recording Server. Four Software Components (Cont.) Monitor Server = Component used for monitoring and recording of agent calls. = SPAN port configuration: The monitor server collects and. distributes voice data from the agents phone to the supervisor and/or recording server. + In Agent Desktop configuration: The voice traffic moves directly fromthe agent desktop to the supervisor andlor recording server, but the Monitor component is still required to setup and manage the connection. Recording Server = Component used to accept and store agent call recording data initiated from Supervisor desktops Loa CRS Cluster Profile Concept All components are configured within a CRS cluster profile. CRS Cluster Profile Concept + One or more servers running CRS software components ~ single-server cluster: Runs all CRS software components — Multiserver cluster: Up to nine servers running CRS software components (Release 4.0(x)) » LDAP server stores cluster information in a cluster profile ~ Server information ~ License information — CRS software components * Cluster profile is shared by all servers in a cluster a [20 Deploying C's Unified Contact Canter Exoress (UCCXD) v2.0 (© 2007 Cisco Systems, in.Expansion Servers Expansion servers expand the capacity of the CRS cluster. Expansion Servers + Expansion servers “expand” or increase the capacity ofthe CRS cluster Expansion ~*~ [sy Servers Within — Deploys CRS software Components across multiple ORS Cluster Database expansion servers (Historical Reports) Server ~ Distributes processing effort across expansion servers, « Expansion Servers may have the following software component ‘combinations activated: Database (1), Monitoring (5), Recording and Monitoring and Recording(2) Monitoring (Call) Monitoring = Managed by CRS Administration Servers) ‘Server(s) * Not available for all CRS versions Standby Servers Standby servers become active if the active servers fail Standby Servers * Standby servers ‘standby’ to become available if an active server becomes unavailable ~ When active server fails, standby server automatically becomes the active server ~ Standby server is normally inactive, therefore does not increase capacity of cluster — Same CRS components of normally active server are activated Referred to as "High Availabilty” — Requires High Availability (HA) license * Managed by CRS Administration = Standby servers are not available for all CRS versions (CRS 4.5) (© 2007 Cisco Systems, Ine ‘CRS Product Overview 421Standby Servers (Cont.) A.CRS can have one or two standby servers depending on the configuration of the active servers a S| Standby Servers (Cont.) * Installed components CRS Cluster on active server must match standby server CRS Engine ‘Component ie * If CRS engine and database is on active server, then only one standby server * If CRS engine is on one active server and ea of database on another Database active server, then two Component standby servers are deployed Active Standby Active ‘Stancby Other Servers Other servers require configuration ofa interfacing subsystem but the servers are not administered through CRS Administration. Other Servers ge * Servers not hostin (<4 CRS software 1 —_ ae components = TURP ASR Somer MRCPASHITTS ° ~ MRCP TTS Server ene CRS Cluster — Web Servers. a — WIMIEIM Servers At =f * Related subsystems 4 may be administered in RS Administration Sener) (2a * Servers may be shared with other clusters Web Server(s) 1-22 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, IneCRS Release History This topic discusses the release history of the product line. Release 3.x (x) Overview Release 3.X is the second major release of the product line, CRS 3.x(x) Overview * CRS Release 3.x no longer offered * Unified CM 3.2 - 4.2 Integration = MS Windows Server 2000 OS = Single-server solution, “cold” standby server + No High Availability * Backward compatible steps and scripts + Release 3.5(3) upgradeable to CRS Release 4.0(4) or 4.0(5) = Not Upgradeable to CRS Release 4.5, 5.0 3x) > 4.0(x) > 4.1 45 E> 5.0 {© 2007 Cisco Systems, Ine. (CRS Product Overview 1-23,Unified CCX 4.0(x) Overview Release 4.0(x) is the next major release and is currently offered. Unified CCX v4.0(x) Overvi * Unified CM 4,1, 4.2 Integration + MS Windows Server 2000 OS * Supports High Availability (HA) servers * Supports expansion servers to host database, monitoring, and recording + Backward compatible steps and scripts * Upgradeable to Release 4.1 + Not Upgradeable to CRS Release 4.5, 5.0 3x) > 4.0(x) > 4.1 45 > 5.0 Deployment Options Unified CCX v4.0(x) Unifid Cm 4.1 Router 42 Custer 20x40 Custer ¥ active (2) | standby (2) optional 1 expansion ) Opional Servers ' 6 G Web Customer Database or COX Agents and Supervisors (sccr) 4-24 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Ine.Unified CCX 4.1(x) Overview Release 4.1(x) is the next major release and is currently offered. | Unified CCX v4.1(x) Overview = Unified CM 4.3 Integration = MS Windows Server 2003 OS = Supports High Availability (HA) servers. + Supports expansion servers to host database, monitoring, and recording » Backward compatible steps and scripts = Current release, not upgradeable at this time = Not upgradeable to CRS Release 4.5, 5.0 3x) > 4.0(x) > 4.1 45 > 5.0 Deployment Options Unified CCX v4.1(x) Unies Cw 4.3 Router! Chester 6x-4.1 Custer pstn Gateway WAN Expansion (5) Opional Servers tig CCX Agents one @, Supervisors (scr) a6 @ Web Customer ' Database or 11s {© 2007 Cisco Systems. Ine CRS Product Overview 1-25Deployment Options ied CCX 4.5(x) Overview Release 4.5(x) introduced compatibility with Linux-based Unified CM. Unified CCX v4.5(x) Overview Unified CM 5.0, 5.1 Integration, appliance MS Windows Server 2000 OS Does not support High Availability (HA) servers, Does not support expansion servers to host database, monitoring, and recording Backward compatible steps and scripts Upgradeable to Release 5.0 3x) > 4.0(x) > 4.4 45 > 5.0 Unified CCX v4.5(x) United CM 5.0/ 5.1 Cluster (00x4.5 Cluster PSTN wan pocce reese neue ee [ Opiional Servers 1g t q re t t t i Rita ox Poems and &, Supenisors| (SccPisiP) o Web Customer ASR Database or 428 Deploying Cisco Unified Contact Genter Express (UCCXO) v2.0 ‘© 2007 Cisco Systems. Ine.Unified CCX 5.0(x) with Unified CM Overview Release 5.0(x) continues the compatibility with Unified CM appliances plus compatibility with Unified Communications Manager Express (CME). Unified CCX v5.0(x) with CM Overview = Unified CM 6.1, 6.0 Integration, appliance + Unified CM Express 4.2 integration + MS Windows Server 2003 OS = Support High Availability (HA), 2 nodes w/ all components active = Does not support expansion servers to host database, monitoring, and recording = Backward compatible steps and scripts + Current release, not upgradeable at this time 45 > 5.0 Deployment Options for Unified CM Unified CCX v5.0(x) TTS — Manager’ Manager 3x(X) > 4.0(x) > 4.1 These are the deployment options for integrating with Unified CM (v5.1, 6.0) Unified CM 5.1 / Router! 8.0 Chstor cx 5.0 Custor PSTN Active (1) Standby (1) (eetiona) WAN Cx Agents ane Supervisors (sccr/siP) (© 2007 Cisco Systems, nc. ‘CRS Product Overview vatRelease 5.0(x) with Unified CME Overview Release 5.0 may also be integrated with Unified CME (v4.2). a aS, Release 5.0 with CME v4.2 Overview Cisco CRS Features Supported by CME Deployments: lied CCX * Unified CCX as a child to Unified CCE (parent) * Cisco Unified Email Interaction Manager (EIM) + Cisco Unified Web Interaction Manager (WIM) * Limited CAD and CSD Functionality Cisco CRS Features Not Supported by CME Deployments: * Unified OM + High Availabilty (HA), single-node deployments only + Outbound Preview Dialer + Remote Monitoring Deployment Options with Unified CME Unified CCX v5.0(x) with CME Overview Untied CME 4.2 Router! Clustar CCX. Cluster Gateway om won Spiral Servers 66% Web Customer ASR Database oF ig CCX Agents 2 TD perio &, ery 1-28 Deploying Co Uniled Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, ne.Deployment Options with Unified CCE Unified CCX v5.0 with Unified CCE ‘Cluster = Supports Unified CM V5.1 & V6.0 = Support CME te United United v42 Cx 5.0 1 CCx50 * Unified Contact ser 1 Gister Center : Enterprise esta er SIP ICM wei Integration Unies om Unites 54160 CME v4.2 Product Migration Paths Installed products may migrat Product Migration Paths ising the following migration paths. = Based on Unified cM Versions | 3.4 v 35 AKG 40 v aa 45 50 viv (© 2007 Cisco Systoms, Ine. (CRS Product Overview 1-29Unified CCX Call Flow Definitions *» Route Point * Session * CTIPort Unified COX * Dialog Types ‘Agent * Dialog Groups = Script = DNIS— Dialed Number Information Service. A Telecom term that (loosely) relates to the dialed or directory number presented to an end device (PBX) for call routing purposes. = JTAPI - Java Telephony Application Protocol Interface. A Java protocol that Call Manager commonly uses to interface with external applications, such as CRS. = Route Point — A logical device (an entry in database) of Call Manager used to pass call control to an external application = Session - A Session is a CRS object. All contacts, inbound or outbound, are associated with 4 Session object. This object stores relevant information (in memory) about contacts and their attributes. They also may be used to store additional information that is set by a script. = CTI Port ~ A device (in database) of Call Manager used for the purposes of allowing media (voice) to be terminated to an external device, such as a PC. ™ Dialog types — For voice calls in the CRS system there are two types of dialog. These dialog types define how a caller may (or must) interact with the CRS system. Ciseo Media defines a DTMF type of dialog to CRS and the ASR type of dialog specifies Automatic Speech Recognition. 4-90 Deploying Cisco United Contact Genter Express (UCCXD) v2.0, (© 2007 Cisco Systems, Ine.Dialog Groups ~ Definitions created in the CRS system indicating a number of dialog ‘channels. These definitions are used on the Trigger page to allow (or disallow by omission) access to a dialog type (or channel). When defining Cisco Media Dialog Groups, the number of channels is not limited by any factor other than what the administrator chooses. Likewise, when defining ASR Dialog Groups, the number of channels are not limited but, ASR licensing will restrict the number of channels actually available ‘= Script - The Script is a component of the CRS system that contains the logic of how to process a call. It is often viewed as an application or program. (© 2007 Gisoo Systems, nc. ORS Product Overview 1-31Unified CCX Call Flow Example The typical Unified CCX Call Flow continues. Unified CCX Call Flow Example Voice Unified cM CRS Cluster Gateway “Chister ~ A Caller dials an 800 number and is passed to a carrier in the Public Switched Telephone Network (PSTN) ja Oy Unified COX. ‘Agent The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified cm ster Gateway (Custer SRS cue PSTN The carrier passes the call to the Voice Gateway with call control information (ONIS) Unified COX. Agent 432 Deploying Cisco Unied Gontact Genter Express (UCCXD) v2.0 {© 2007 Cisco Systoms. Ineied CCX Call Flow Example (Cont.) The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example PSTN ‘The Gateway passes call contol information (DNIS) to Unified CM and asks how to route the call via H.323, MGCP, or SIP Unified Cox ‘Agent The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Unified CM Cluster Vole Gateway Unified CM has the dialed number associated with a CTI Route Point that is associated with a CRS STAPI User ORS Cluster Unifies COX ‘Agent CTI Route Point initiates a route request toCRS {© 2007 Cisco Systems, nc ‘ORS Produc Overview 133Unified CCX Call Flow Example (Cont.) The typical Unified CCX Call Flow continues Unified CCX Call Flow Example Voice Unified cm stn Based on the dialed number, CRS selects an available CT! Port and replies to Unified (CM as to what CTI Port extension to route the call Unified COX ‘Agent ‘The typical Unified CCX Call Flow continues. Unified CCX Call Flow Example Voice Unified Cm CRS Cluster Gateway Cluster ia Qs oe Unified Cox Agent 1-34 Deployng Cisco Uniied Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, ine,Unified CCX Call Flow Example (Cont.) ‘The typical Unified CCX Call Flow cor Unified CCX Call Flow Example Voice Unifiod CM ia Os sat The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified CM ORS Cluster Gateway Cluster When the script encounters the Accept step, the script instructs 4 @ Unified CM to deliver ik the call to the specified Farrer CTI Port Unified cox ‘Agent (© 2007 Cisco Systems, Ine (CRS Product Owewiew 1-35Unified CCX Call Flow Example The typical Unified CCX Call Flow continues, ied CCX Call Flow Example Voice Unified CM ORS Cluster Gateway Cluster + Pst Unified CM delivers the call via RTP from the Voice Gateway and the specified CT! Port ‘The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified CM crs cl Gateway 2 PsIN ‘The Seript continues processing, prompting, collecting etc. t Unified Cox Agent Low ed 735 Deploying Osco Unified Contact Contr Express (UCOXD) v2.0 {© 2007 Ciseo Systems, Incied CCX Call Flow Example (Cont.) The typical Unified CCX Call Flow continues, Unified CCX Call Flow Example Voice Unified CM CRS Cluster Gateway Cluster pst When the soript L = encounters the =4 Select Resource ga Os = step, the Script Saami et selects and reserves Unies cox an Agent ae The typical Unified CCX Call Flow continues. Unified CCX Call Flow Example Voice Unified Cm RS Cluster Gateway Cluster PSTN ' The call and enterprise data is delivered to the Agent The script, CTI Port and IVR Port licenses are released Unified Cox ‘Agent The call continues until disconnected by caller or agent {© 2007 Cio Systems, nc ‘CRS Product Overview 437System Management Overview This topic describes the Cisco applications used to conduct system management. System Management Overview = CRS Administration ~ Browser-based tasks Upload scripts, prompts, files, grammars. ~ Configure applications, agent skills, Contact Service Queues ~ Monitor real-time contact center status ~ Manage services, monitor trace files = Cisco CRS Editor * Cisco Desktop Administration * Historical Reports Client CRS Administration Interface The Cisco CRS Administration web int administrators to configure and manage sser for servers and Applications. = Browser-based tasks = Upload scripts, prompts, files, grammars * Configure apps, agent skills, Contact Service Queues (CSQ) * Monitor real-time contact center status * Manage services, monitor trace files 4-38 Deploying Cisco Unified Contact Canter Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneCisco Script Editor The Cisco CRS Editor allows application developers to use a simple graphical user interfac (GUI) to create, modify, and debug Cisco CRS scripts for automating customer interactions, Bach script consists of a series of steps, implemented as Java Beans. Cisco Script Editor atfiedte * Client-based utility ISCO. Cisco CRS Editor * Lives on CCX server by default = Can be installed on developer's workstation * Editor allows the developer to create and debug call flow scripts to be uploaded via CRS Administration Cisco Desktop Administrator The Cisco Desktop Administrator is used to define appearance and operation of the Cisco Agent Desktop (CAD). Cisco Desktop Administrator * Another client- based utility * Lives on CCX server by default * Can be installed on developer's workstation * Used to define the appearance and operation of an agent desktop * Used to setup special data fields for CTI use, reason codes, keystroke macros (© 2007 Cisco Systems, Ine (ORS Product Overview 139Historical Reports Client The Historical Reporting Client can generate a variety of historical reports that provide detailed CCDR records, application performance, and traffic analysis information. Historical Reports Client * Another client-based utility * Never lives on CCX = we server eed * Used to create, display or schedule historical oo peace reports. * Can be installed on report administrator's workstation = 31 Historical Report templates available 1-40 Deploying Cisco United Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneGlobal Language Support System prompts are provided in many languages. Global Language Support * System Prompts ~ Provided by Cisco, many languages ~ Bx: "Monday, September, three, ity” = User Prompts — Provided by script designer ~ "Welcome to Gold Systems” = CADICSD Language Options ~ Language for desktop applications ~ System-wide option {© 2007 Cisco Systems, in. (CRS Procuct Overview vrSummary This section summarizes the key points you learned in this lesson. Summary + The CRS family includes three products. * The products deliver basic and advanced IVR, ACD and CTI functions. * Unified CCX license options are Standard, Enhanced and Premium, + Servers reside in a CRS Cluster identified during installation * Release 4.X CRS servers interface with windows-based Unified ‘Communications Managers. + Release 4.5 and 5.X CRS Servers interface with Linux-based Unified Communications Managers. * System Management is conducted through web-based ‘applications. References For additional information, refer to these resources: Getting Started with Ciseo Unified CCX Getting Started with Unified IP IVR Release Notes Cisco CRS Software and Hardware Compatibitity Guide 442 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.Lesson 2 Designing and Ordering Overview This lesson discusses the processes and tools used for designing and ordering Cisco Customer Response Solutions (CRS) products. Sizing the CRS products is accomplished by using a series of tools to include Erlang calculators, the IPC Resource Calculator and the Unified IP IVR Self Service Calculator. Ordering CRS products is accomplished using the CRS Configuration and Design Tool. ‘This lesson discusses these processes and tools and provides hands-on experiences in the subsequent lab. Objectives ‘The objectives of this lesson are to be able to: = Properly size the CRS products by using calculators provided by Cisco Systems. = Properly order CRS products using the CRS Configuration and Ordering Tool = Understand network considerations surrounding a CRS deployment = Use the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CRS design and deployment.Terminology This topic describes the terminology used to properly size the system. Gateway or PSTN Trunks ‘The first consideration is the Gateway and trunk ports. i i Gateway or PSTN Trunk Ports Unified OM 5.1.7 O.Chustor = Provide access to and from PSTN * Implemented as TDM devices, T-1, ig or’ E-1, Analog ‘Supervisors * Number of trunks affects gateway (scons) hardware, performance = Gateway or PSTN trunk ports: These ports handle calls originating from the PSTN, They are purchased separately from Unified CCX. 22 Deploying Cisco Uniled Contact Center Express (UCCXD) v2.0 {© 2007 Ciso Systems, ine.CTI Ports Unified CM 5.1 Router! 6.0 Custer Pst Gateway ‘Active (1) fp Standby (1) a ¥ ptional) wan = Unified CM device * One CTI Port required for each call during script processing = IVR Port License, one required for each call during script processing x Agents ‘and ‘Superisors (SCCPISIP) = CTI Ports in Unified CM: Unified CM devices that are configured and asso the STAPI user that will provide the logical connection with the CRS Serve services on the Unified CM. One CTI Port is required for each call in a CRS script, = IVR port licenses: These licenses are purchased by the CRS buyer. To allow a single inbound call into a CRS script, the CRS is permitted to use one CTI Port device on the Unified CM for each IVR Port license purchased. If 20 IVR Port licenses were purchased, the CRS product may process 20 simultaneous calls in the script. IVR Port licenses may be purchased to provide the following functions’ Prompt-and-collect functionality: IVR Port licenses that perform basic Prompt & Collect (P&C) and/or queuing only. — Queuing functionality: IVR Port licenses used to queue calls prior to transferring the caller to an available agent. These ports are included at no additional cost with Unified CCX Standard or Enhanced, but they must be sized for proper capacity planning for the Unified CCX server. (© 2007 Cisco Systems, Ine. Designing and Ordering 2.3CTI Ports (Cont.) The total number of CTI ports are a result of adding the ports requited for call treatment plus the ports required for call queuing. CTI Ports (Cont.) Unies Cm 5.1. 06x 5.0 Chster Gateway * active (1) 1 Standby (1) { optional) * To calculate IVR Port licenses required, sum: ~ Call Treatment Time (CTT) during prompt and CCX Agents and collect ‘Supervisors ~ Queuing Time during any time in queue loop, @, (SCCPISIP) * CTI Port and IVR Port License are id released when a call is accepted by agent 24 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 "© 2007 Cisco Systems, IneAgents ‘The number of agents can be calculated by considering holding time in the queue, talk time, and after call work time. Untied OM 5.1/ 0 Custer T active (1) t Standby (1) ¥ optiona * Number of agents required to handle cail volume OX Agents * Agent calculations include SUpenisors holding time in queue, talk (sccPrsiP) time and work time (After 4 Call Work) ‘© 2007 Cisco Systems, ne. Designing and Ordering 25Sizing Exercise This topic describes the tools used to size a Unified CCX system, Sizing Objectives ‘The objective for this discussion is to determine the number of gateway trunk ports, the number of IVR Port licenses, and the number of agents Sizing Objectives Unified CM 5.1/ outer 8.0 Chester 60x 5.0 Custer pst Gateway ! 1 ' aia 1 wan Calculate: \ ‘Switch * Voice Gateway or PTSN ‘Trunk Ports + IVR Port Licenses sg oo ons + Number of Agents we sors Sizing Tool To Be Used: @, (scorisiP) * IPC Resource Calculator ‘tive (1) Standby (1) (optional) 26 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, In.Sizing Metrics Considered ‘The following metrics are considered for sizing. Te | Sizing Metrics Considered Busy Hour Call Attempts (BHCA): Average number of calls received in the busy hour Service Level Goal (SLG): Percentage of calls answered by agents within the specified number of seconds Average Handle Time (AHT): Sum of Agent talk time plus after call work time Average Call Talk Time: Agent talk time Average After Call Work Time: Agent After Call Work (ACW) time Average Call Treatment Time: Total script time to include playing ‘menus and queuing (IVR) Blockage: Percentage of PSTN Gateway BHCA calls blocked during the busy hour Average Trunk Occupancy: The average time a gateway trunk port is occupied for a call All of the above metrics are basic call sizing metrics. Once this information is obtained, the ‘number of gateway trunk ports, IVR ports, and agents can be calculated using the IPCC Resource Calculator = Busy Hour Call Attempts (BHCA): Average number of calls received in the busy hour = Service Level Goal (SLG): Percentage of calls answered by agents within the specified number of seconds = Average Handle Time (AHT): Sum of Agent talk time plus after call work time m= Average Call Talk Time: Agent talk time m= Average After Call Work Time: Agent After Call Work (ACW) time = Average Call Treatment Time: Total script time to include playing menus and queuing avr) m= Blockage: Percentage of PSTN Gateway BHCA calls blocked during the busy hour m= Average Trunk Occupaney: The average time a gateway trunk port is occupied for a call (© 2007 Cisco Systems, Ine Designing and Ordering 2Incoming Call Timelines The following timetine provides an indication of when agents, trunks and IVR ports are occupied during an incoming call incoming Call Timelines wR Agent ‘Agent Agent Ring Answers Answers Hangs-up Ready , = “iat a ‘it Tal Gateway Trunk Occupancy Time Time IVR Port License Is Occu ‘The following timelines provide an insight as to when certain resources are used during an incoming call. Average Handle Time (AHT) includes Agent Talk Time + Wrap-Up Time (ACW) m= Average IVR Port Usage Time includes CRS script time (Call Treatment Time + Queue Delay Time) Total Voice Trunk Holding Time includes Network Ringing + Call Treatment Time + Queue Delay Time + Agent Talk Time Za Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 {© 2007 Cisco Systems, ne.Erlang Calculations ‘The key tools used to calculate the correct number of facilities or agents are the Erlang traffic theory tools. Erlang Calculations * Created by Agner Krarup Erlang, Copenhagen Telephone Company * Used by IPC Resource Calculator * One Busy Hour (Max.) = 60 Minutes X 60 Seconds = 3600 Call Seconds (CS) + One Erlang = 3600 Call Seconds (CS) + One Erlang = 36 Hundred Call Seconds (ccs) = Calculates Number of ~ IVR Ports and Gateway Trunk ports using Erlang B (Non-queuing) Agents using Erlang C (Queuing) Erlang “B” Example Erlang “B” calculators are used to determine trunks and IVR Port fis ae Erlang “B” Calculation Example * 640 BH Calls X 150 Seconds (Avg.) = 96,000 CS * 96,000 CS / 3600 = 26.66 Erlangs * Access Erlang B Tool at: * Lines required: 38 * Same calculations done within IPC Resource Calculation Tool for IVR Ports = Experiment with inputs {© 2007 isco Systems, nc Designing ana Ordenng 28Erlang “C” Example Erlang “C” calculators are used to determine number of agents in a queuing environment, Erlang “C” Calculation Example * 640 BH Calls X 150 Seconds (Avg.) = 96,000 CS = 96,000 CS / 3600 = 26.66 Erlangs * Average Delay = 30 Seconds (script + queue + ringing) * Access Erlang C Tool at: * Agents required: 30 oe * Same calculations done within ‘frm stern IPC Resource Calculation Tool for Unified CCX Agents AN eeeiematnatebrnst = Experiment with inputs 2-10 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.IPC Resource Calculator The IPC Resource Calculator uses Erlang C for sizing agents and Erlang B for sizing IVR ports. The output of this sizing process will provide you with the total number of Gateway trunk ports, IVR ports and total number of agents to size the Unified CCX system properly IPC Resource Calculator = Resource Calculator Available Here: c0.¢ callindex.htm = Calculates: ~ Agents using Erlang C (Queuing) = IVR Ports using Erlang B (Non-queving) = Generates: ~ Total Gateway Ports to PSTN ~ Total Agents (Recommended or manual) ~ Total IVR Ports The IPC Resource Caleulator is available at: http:/tools.cisco.com/partner/ipecal/index.htm, (© 2007 Cisco Systems, Ine Designing and Ordering 2IPC Resource Calculator - Inputs The following inputs are required to generate the calculated number of agents, IVR Port licenses, and trunks. IPC Resource Calculator - Inputs * Calls per interval, BCA jpt ‘Resource Calculator” * Service Level Goal —_—_—aacer—-+-_-_ (SLG) * Average Call Talk Time + ACW = Average Handle Time (AHT) * Average Call Treatment Time (ivR) * Calculate or enter Agents IPC Resource Calculator - Outputs ‘The following are the results of the above inputs, IPC Resource Calculator - Outputs * Required for i EAS gee Configuration cares a Calculator Cay aipmen beyond LGW beyond 3 er a eR toe » Recommended peer Agents cael ne * Voice Gateway eae ae Trunks: Sicdatag- rami es = Sum of IVR Ports ects rogand <5 Tawy T1552 ~ 21 nee stg ~ Queuing sth -IVR * May Export to CSV File 252 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, nc.Unified Unified IP IVR Service Calculator ‘The calculator is used to consider IVR Ports and for a self-service application that does not require agent participation a a a a Te | Unified IP IVR Self Service Calculator Self Service Calculator Available Here: tools ti 4ex * Inputs Required: ~ Calls per Interval (BHCA) ~ Average Call Duration ~ Blockage % (PSTN Trunks) * Calculates: Voice Trunks / IVR Ports Required No Agents for Self Service Calculator IP IVR Service Calculator The following sereen shows the input and output of this calculator, FTA ae Unified IP IVR Self Service Calculator t Services Teoheategy Groep + Cals perineal TBiVA'Stand-Alone Calculator * Average Call Duration * Blockage Toate cep epi! fncuee | ung * Gateway Voice ctatumagicy ine (am nn Trunks /IVR Ports Fer) oy ey 4 dente heat Required veCatDuion See tate 220 ins “BO Year ORE eg HEAR | 20 on) Son {© 2007 isco Systems, Ine Designing and Ordering 293Ordering Exercise This topic describes a simple ordering exercise using the Unified CCX Configuration and Ordering Tool. Unified CCX Configuration Ordering Tool ‘The Configuration and Ordering Tool can be downloaded via CCO and should be downloaded before each use. CCX Configuration Ordering Tool = For Unified IP IVR and Unified CCX Products = Configuration Ordering Tool Available Here: = Based on output from IPC Resource Calculator = Sizes Unified CCX Servers based on points = Determines number of servers = Generates order codes, pricing 2514 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, ne.Unified CCX Configuration Ordering Tool (Cont.) This is a graphic of one of the first pages of this tool CCX Configuration & Ordering Tool * Download from CCO Website before using, tool changes. often + See Solution Reference Network Design (SRND) for Performance Criteria * Lab exercise to follow Network Considerations from the SRND The Solution Reference Network Design document provides detailed network design considerations for various solutions. Network Considerations from SRND « Estimating bandwidth consumption ~ Remote agents Silent monitoring = IP call bandwicth ~ CADICSD usage bandwidth * Serviceability and Security ~ Corporate data access ~ Port utilization (UDP, TOP) * Quality of Service (QoS) ~ Classifying Unified CCX and application traffic = QoS considerations for CADICSD software * Outbound considerations « SPAN sessions allowed per switch (© 2007 Cisco Systems, Ine Desigring and Ordering 245,Solutions Expert Overview The Cisco Solutions Expert offers a Web-based tool to configure Unified CCX. Additional Information Sources Solutions Expert Overview " Web-based IPC configuration tool for systems engineers * Captures customer requirements via an easy-to-use interface * Provides design guidance * Associates the appropriate services * Generates a solution BOM with list pricing ~ Visio Network diagram ~ Config set number for Cisco CCO Online Ordering Tool Design notes on recommended products = Provides links to subject matter experts * Offers a central location for solution documentation The following resources provide additional information for designing and ordering. Unified CCX, Additional Information Sources IPC Resource Calculator (Cisco authored) Call Genter terms : oe) Center ABCs: Glossary: See Administration Guide Erlang-C Call Center Calculator (non-Cisco authored) Exlang-B Calculator (non-Cisco authored) . u (high capacity) Erlang-B and C Calculators (non-Cisco authored) + (contains useful tutorials) Tralfic Theory Basics (Cisco authored) 236 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, ineSummary This section summarizes the key points you leamed in this lesson. Summary * Properly size CRS products using calculators provided by Cisco Systems * Properly order CRS products using the CRS. Configuration and Ordering Tool « Understand network considerations surrounding a CRS deployment « Use the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CRS design and deployment. References For additional information, refer to these resources: = Getting Started with Cisco Unified CCX, Getting Started with Unified IP IVR = Release Notes = Cisco CRS Software and Hardware Compatibility Guide Unified CCX Solution Reference Network Design = Unified IP IVR and Unified CCX Port Utilization Guide Cisco CRS Installation Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Lab Exercise 2 to practice the order process. (© 2007 Cisco Systems, Ine Designing and Ordering 247Lesson 3 Installation and Configuration Overview This lesson discusses the installation, activation and configuration of the Unified CCX software components on all servers in a CRS Cluster. Also you will address the many Unified CM and Unified CME configurations that support Unified CCX. Additionally, you will download and install the Cisco CRS Editor software on your client PCs, You will access the CRS and Unified CM administration web pages using Microsoft's Internet Explorer browsers on your client PCs. Objectives Upon completing this lesson, you will be able to install, configure and administer Unified CCX deployments. This ability includes being able to meet these objectives: = Install Unified CCX software on all servers in a cluster = Activate and configure all components in a CRS cluster = Configure and test a simple CRS Script Application Troubleshoot installations using log filesClassroom Network This is the classroom network used for this class and the related lab exercises. The network settings are found in the Student Grid handout which will be furnished by your instructor. ‘The layout of the classroom lab appears as follows. Classroom Network Unified CRS Active | Unified CRS Active M60 — Server M60 — Server . 8 aoa 32 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, IneClassroom Network Notes ‘The following are the details of the classroom network. Check your Student Grid for IP addresses, login ID and passwords. Classroom Network + Two Unified CM 6.0 Clusters + Two CRS server clusters ~ Each server has all components installed * Optional standby servers, one for each CRS server + One MRCP server for both CRS clusters (ASR and TTS) * See "Student Grid’ for IP addresses, host names and login info + Student Numbers (01-16) split between CRS clusters * Let's connect to the network! (© 2007 Cisco Systems, Ine. Instaiaton ang Configuration 33Check the Classroom Components Check the connectivity for the classroom components TT oT Check the Classroom Components * Can you ping the Unified CM? * Can you ping your Unified COX server? * Can you ping the MRCP Server? * What Service Le Pack is installed on your = client? (right click on My Computer) To check for network connectivity from your PC to the CRS components, perform the following steps on your client PC: Step1 Select Start > Run Step2 Inthe Open box, enter emd. Click OK. The MS-DOS command window opens. Step3 At the command prompt, Enter ping , where is the IP Address of each network component. Consult your Student Grid for IP Addresses You should see 100% of the packets returned. If not, see your instructor. Step4 Close the MS-DOS Prompt window On your PC we need to check to see if Windows 2000 or XP Service Packs have been installed. Step5 Select Start > Settings > Control Panel > System, Check if Service Packs have been installed. Service Packs (in Windows 2000) will allow Cisco IP Communicator to connect. We will install Cisco IP Communicator in a later lab, 34 Deploying Cisco Unified Contact Center Express (UGOXD) v2.0 (© 2007 Ciseo Systems, nc.CRS Server Requirements The following are the requirements for the CRS servers as defined by the Installation Guide. CRS Server Requirements CRS Release 4,0(x), 4.5(x) Servers » MS Windows 2000 Server, Cisco version only ~ Requires Version 2000.2.7, SR8 or later or ~ Version 2000.4.4a or later = Install only Cisco-approved MS hotfixes, patches CRS Release 4.1(x), 5.0(x) Servers + MS Windows 2003 Server, Cisco version Only ~ Requires Version 2003.1.1, SR2 or later ~ Install only Cisco-approved MS hotfixes, patches ~ 72 GB and 2 GB RAM required Download and consult the latest Cisco CRS Software and Hardware Compatibility Guide for all releases Client Requirements ‘The following are the client requirements for agent and supervisor desktops and developer's workstations. Client Requirements (CAD, CSD) + MS Windows 2000 Professional, SP4 * Windows XP Professional, SP2, firewall disabled or configured to allow CAD * Browser: Microsoft Internet Explorer 6.x * Browser: Microsoft Internet Explorer 7.x for CRS Release 4.0(4) or higher or ~ CRS Release 4.5(2) SR1 or higher or = ORS Release 5.0(1) or higher * Microsoft Internet Explorer 7.x requires the pop- up blocker to be disabled to interact with CRS Administration {© 2007 800 Systems, ne Installation and Configuration 3-5About the Activation Process The following addresses the concept of server and software activation. ———— About the Activation Process + Specific CRS software components are installed on each server in the cluster * Licenses permit products, features and quantities to be activated based on purchase * Server activation process makes the CRS software components available for use, post installation * Licenses Files “ic ~ Used at time of software component activation Must be made available to CRS Administration to activate = Components may be added/upgraded without new install License Packages .¢s are defined in the Administration Guide, Chapter A. License Packages + IP Quoue Manager p i + IPAVR Unified CCX Standard weet. AN Unified CCX Enhanced Unified CCX Premium * Features and Options Cisco CRS Licensing Packages defined in CRS ‘Administration ‘Guide, Chapter A + Let's visit hat : ae Poet document. 36 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, neInstallation Process: CRS 4.0(x), 4.1(x) The CRS Software may be installed co-resident with the Cisco Unified CM. It may also be installed on a single server with some of the components installed on expansion servers. The installation process for CCX 4.5 and 5.0 is different and will be covered in a later section of this lesson. Installer Activities The new CRS installer provides the option of the following activities. installer Activities * Installs CRS licensed products and components = Unified IP IVR ~ Unified OM Unified COX * Recover CRS, restore, patch * Restore CRS, configurations * Upgrade CRS. * Uninstall CRS. (© 2007 Gise0 Systems, Inc Installation and Configuration 3-7CRS Software Pre-Installation Steps These are the pre-installation steps to conduct before installing CRS software. re a | CRS 4.X: Software Pre-Install Steps 1. Assure deployment options and supported server requirements fare met 2. Assure Cisco Unified CM and LDAP server are installed and running For GRS 4.0(x) Install Windows 2000 Server or For CRS 4.1(x) Windows 2003 Server on all CRS Servers Connect all CRS Servers to network Register and obtain CRS license files Obtain general network, customer, and Unified CM LDAP. information (logins) Disable virus scanning and Cisco Security Agent Start the CRS Software Installation Start the CRS software installation process CRS 4.X: Start CRS Software Installation Exrmesmunse 1. Login as Windows Sos Administrator ee nee ey 2. Insert the CRS CD or oe nr er DVD, Disk 1, installs fate Windows = Installer, reboots ‘38 Deploying Ciseo Unified Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems, ne.LDAP Server Information We need to define the type of LDAP and the LDAP location, The LDAP Server Information window appears. This windows displays default values for DC-Directory. CRS 4.X: LDAP Server Information 5. Goniigure LDAP Information + Choose LDAP server type + LDAP Server host, name, IP address, or ‘AD domain + LDAP server port + LDAP administrator username. + LDAP, administrator password In the LDAP Server Information window: = From the Choose the LDAP Server Type drop-down list, choose the appropriate LDAP server type for your installation, Inthe Enter LDAP server host name, IP address, or AD Domain field, enter the host name or the IP adéress of the LDAP server, or the domain for Microsoft Active Directory = Inthe Enter LDAP server port field, enter the port number on which the LDAP server receives the LDAP requests. = Inthe Enter LDAP admi LDAP administrator. trator username field, enter the Distinguished Name of the = Inthe Enter base location field, enter the Distinguished Name of the LDAP container in which Cisco CRS configuration information is stored. = Inthe Enter LDAP administrator password and the Confirm LDAP administrator password fields, enter the LDAP administrator password, {© 2007 Cisco Systems, ne Installation and Configuration 38LDAP Cluster Profile Next we need to define the profile for the CRS Cluster. ‘The Cisco CRS Installer checks the LDAP server for existing cluster profiles. CRS 4.X: LDAP Cluster Profile 6 SeloctLDAP (ummm Cluster Profile {ent Pen or create ‘oma ane anew one + LDAP Organizational cemeunesite ete mete Unit (OU 5 + Contains set of per 5 information ai about servers eed Snd.components ina ii 5 ERS Cluster A cluster profile is an LDAP Organizational Unit containing a set of LDAP entries that ‘maintains information relating to the servers and components installed in a cluster. Then the LDAP Cluster Profile Selection window appears. If the server on which you are installing is associated with a cluster profile, the cluster profile name appears in this window automatically, In the LDAP Cluster Profile Selection window = Inthe Choose an existing LDAP cluster profile or enter a new one field, enter the LDAP cluster profile for the Cisco CRS cluster to which this server will belong. m= You can choose a cluster profile from the drop-down list or enter a new cluster profile, = Click Next. If you entered a new cluster profile, a dialog box with this prompt appears: this elu ve ie? Click Yes. The Installation Type window appears. profile does not exist, Do you want to — Ifyou entered an existing cluster profile, the Installation Type window appears. 3-10 Daploying Cisoa Unified Contact Genter Express (UCOXD) v2.0 {© 2007 Cisco Systems, neSelect the Install option for @ new instal CRS 4.X: Installation Type 7. Select install to stall anew CRS mata ee Application on this ‘oweniriee server + Choices are: Install = Repair Remove (gray) In the Installation Type window = Click Install to install Cisco CRS on this server. Note Note The Repair button displays the Repair Options menu, which provides options for recovering, and restoring Cisco CRS. Patching is done within the BARS process. The Remove button lets you uninstall Cisco CRS. (© 2007 Cisco Systems, Ine Installation and Configuration 3.11Product and Component Selection Select the products to be installed on this server. CRS 4.X: Product & Component Selection Select the products and ‘ote eo ogee Seat CRS software ‘eur sos dunes components for this install eas ae a minnion Product res rae Engine Prva 2) orsteer orate Datastores (4) =| retain Recording Werte taaee Monitoring Panes Install SQL2K Bovsaiea In the Product and Component Selection window: In the Components area, make sure that the appropriate check boxes are che changes, if necessary. The check boxes in the Components area are: — Agent Datastore, Config Datastore, In the Product area, choose the product that you are installing from the Product drop-down list, The Cisco CRS Installer checks check boxes in the Components area based on the product that you choose, ced and make — Engine: Installs the Cisco CRS Engine component on this server, istorical Datastore, Repository Datastore: boxes checks Installs the Database component on this server. Checking one of th the other three. Monitoring: Installs the Monitoring component on this server. — Recording: Installs the Recording component on this server. Ifyou check this check box, you must also check the Monitoring check box. Install SQL2K: If this installation is using standby servers, SQK 2000 must be installed for the datastores. 3412 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 {© 2007 Cisco Systems, ine.Windows Server Information Specify the Windows authentication information for this server. Information required to authenticate and install CRS software Hostname Password for ‘Administrator This window shows this information: Dc a = This computer name: Computer name of the server on which you are installing, = Current Windows username: Username that you are logged in as. In the Windows Server Information window = Inthe Enter Windows password and the Confirm Windows password fields, enter the password for the usemame that you are logged in as, = Click Next (© 2007 Cisco Systems, ne. Installation and Configuration 319Windows User Information Declare a password for a new Windows user to be created by this install. CRS 4.X: Windows User Information 10. Creates anew CRS user and password: CRSAdministrator (Password phrase, encrypted) ‘The Windows User Information window appears. This window shows the name of the new Windows user that the Cisco CRS Installer will create on this server. Cisco CRS services will run under this use. In the Windows User Information window: = Inthe Enter account password phrase and the Confirm account password phrase fields, center a phrase that the Cisco CRS Installer will use to generate a unique, encrypted password for the new windows user. This phrase must contain 1 to 15 characters, and can include English lower-case letters, English upper-case letters, Arabic numerals, and these characters: {} <>: 2/|\"~1@S*&*0Q_-+ = Make a note of this phrase for future reference. = Click Next 314 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisoo Systems, neCodec Selection Select the codec for this server. CRS 4.X: Codec Selection 11. Select the codec for this ‘oon ste installation, eee nr prompts will be played using this codec. ASR and TTS as require G.711 of TER In the Codec Selection window: = Click the radio button (G.711 or G.729) that corresponds to the codec that you want to use for prompts. If you will use an automatic speech recognition (ASR) or text-to-speech (TS) application with Cisco CRS, you must choose G.711, These applications will not funetion with the G.729 codec. = Click Next. '© 2007 Cisco Systems, Ine Installation and Configuration 3-15Language Installation Select the languages to be used on this server. Installs system prompts. CRS 4.X: Language Installation 12. Select language groups and languages for prompts Country Specific Group Default, No ditional cost, only hard drive overhead In the Language Installation window = In the Language Group area, select a language that you want to be available for prompts. A. list of available languages for the language group that you selected appears in the Language Selection area, In the Language Selection area: = Check the Country Specific check box for each language to install, A country-specific language includes appropriate rules for dates, times, currency, and so on, for the designated country, ‘© Ifyou will create a custom country-specific language, check the Group Default check box next to @ language to use as a base for your custom country-specific language. m= Repeat these steps for each language group that you want to install = Click Next 3-16 Deploying Cisco Unified Contact Carter Express (UCGXD) v2.0 "© 2007 Giseo Systems, neCADI/CSD Default Language Selection Select the default language for the agents / supervisors on this server. CRS 4.X: CAD/CSD Default Language 13. Select the De ose teres ttre sata aE language for ‘Fees GOL te Gisco Agent pancenrmmeanetanain Desktop (CAD) and Cisco Supervisor Desktop (CSD) In the Unified CCX Cisco CAD and CSD Language Configuration window: = From the Choose the language for Unified CCX CAD and CSD drop-down list, choose the language to be used for the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop CSD). = Click Next {© 2007 Cisco Systems, no. Instataion and Configuration 3-17Unified CM Information Provide authentication information for the Unified CM. CRS 4.X: Unified CM Information 14. Enter cae Unified CM en eran administrator ‘a semtene catrey user and CCMService bee che rer authentication information In the Cisco Unified CM Information window: = In the Enter the Cisco Unified CM server IP address or host name field, enter the host name or the IP address of the Cisco Unified CM server. = Inthe Enter Administrator password and the Confirm Administrator password fields, enter the Windows Administrator password for the Cisco Unified CM server. m= In the Enter private password phrase and the Confirm private password phrase fields, enter the private password phrase that you entered when you installed Cisco Unified CM. = Click Next. 318 Deploying Gisco United Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, ine.Ready to Install All information has been entered, install should complete without further intervention. CRS 4.X: Ready to Modify and Install 15. Install Now! I + Dialog Box: “itis now “ysserewen safe to start installing nein the next node.” padi cs + Installation status is reciente displayed ae + If CDs are used, a “insert Disk 2 Epes and then Disk 3° is TE Sameueme prompted LR a eranuncnnimarcnnus lea aid + Reboot when prompted In the Ready to Install window Click Install. Aftera few minutes, a dialog box with this prompt appears: is now safe to start Installing the next node You can begin installing Cisco CRS on other servers in the cluster any time after you see this message, m= Click OK or wait 60 seconds. The Cisco CRS Installer begins installing the Cisco CRS software and the Installing Cisco Customer Response Solutions window appears. This window and various pop-up windows display the status of the installation as it proceeds, = Ifyou are installing Cisco CRS using the CDs, insert Disk 2 when you are prompted to do 50. (© 2007 Gisco Systems, in. Installation and Configuration 3-19Initial CRS Setup Process ‘Now that we have installed the CRS software, itis time to perform the initial setup for the CRS 4.0(x) and CRS 4.1(x) installations. Initial CRS Setup Steps ‘These are the post-installation steps for the initial setup after the first reboot. CRS 4X: Initial CRS Setup Steps 1, Perform CRS Cluster Setup, once per cluster Perform initial CRS Server (Node) Setup, once per server (node) Install current CRS service release Configure CRS as required Configure DSN Configure additional CRS applications Configure Backup and Restore (BARS) After you install Cisco CRS you use the Cisco CRS Administration application to perform the initial system setup. Cisco CRS Administration is a web-based application that allows you to control, configure, and monitor many functions of your Cisco CRS system. There are two initial setup procedures that you must perform before you can access the complete set of Cisco CRS Administration features: Cluster Setup: Activates Cisco CRS license files, collects required LDAP information, and establishes a Cisco CRS administrator. You must perform this procedure one time for @ cluster. = Server Setup: Enables specific Cisco CRS components that will run on a particular server. Also, determines iff server will function as a standby server for high availability. You ‘must perform this procedure for each Cisco CRS node in a cluster. If you later need to update information that you specify during a setup procedure, you can use Cisco CRS Administration to make changes. 320 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, IneAccessing CRS Administration The initial setup pages should appear after the first reboot, CRS 4.X: Accessing CRS Administration First Time Access: * Authentication page appears after reboot * Login as User: Administrator, PW: ciscocisco * System initiates CRS Cluster Setup procedures Subsequent Access: * hitp:/i/AppAdmin * Login as User: Administrative user and password as defined in initial cluster setup + System initiates CRS Server Setup procedures Ifyou exited the Authentication page when it appeared after you installed Cisco CRS and the server rebooted, take one of these actions: m= Onany server in the cluster and on which you have installed Cisco CRS, choose Start > Programs > Cisco CRS Administrator> Application Administrator. = From any computer in the network, enter the following URL in a web browser, where servername is the host name or the IP address of the server on which you installed Cisco CRS. http://servername/AppAdmin = [you use the last method to access a server for which to perform the server setup procedure, enter the IP address of that server. The Authentication page appears. (© 2007 Cisco Systems, in. Instalavon and Configuration 3-21Cluster Setup Assume we are logging on for the first time, We will now see CRS Cluster Setup procedures, CRS 4.X: Cluster Setup Initial CRS Cluster Setup Purpose: * Identifies CRS license files + Administrator enters LDAP information = Designates CRS Administrator(s) * Disables user ‘Administrator / ciscocisco When you access Cisco CRS Administration for the first time in a cluster the system automatically initiates the cluster setup procedure. You perform this procedure one time for a cluster to: = Identify your Cisco CRS license files, location = Enter information about your LDAP = Designate a Cisco CRS administrator 322 Deploying Gio Unified Contact Genter Express (UCCXD) v2.0 {© 2007 Cisco Systems, neLicense Information Designate where the previously-placed licenses are located on the server. CRS 4.X: License Information Specify License File + Path of Cisco CRS License file or + Multiple license files may be in a ‘ed canes) single zip file feat * Option appears to add additional licenses eo License Information ec] Sonn In the License Information page: m= Inthe License field, enter the path and name of a Cisco CRS license file, or of a ZIP file that contains multiple license files. If you have multiple license files that you have not put into a single ZIP file, enter the path and name of one of the license files in this field. Then, after you complete the cluster and server setup procedures, use Cisco CRS Administration to specify the paths and names of the other license files m= Click Next, {© 2007 Gisco Systems, In. Installation and Configuration 323Unified CM LDAP Information Set the LDAP location and authentication information on the Unified CM. CRS 4.X: Unified CM LDAP Information Set LDAP Information + Server Type (DC Directory [egammaies emai AD, iPlanet) = LDAP Server hostname, IP address, ‘AD Domain * LDAP server port * LDAP administrator ame, password = User base location * Unified CM base location ‘The Cisco Unified CM LDAP Information page appears. This page displays information for the LDAP server type that you specified when you installed Cisco CRS. Depending on the LDAP server type, some or all of the fields in this page will contain information. You can accept this information or change any of it. ‘This slide shows an example of the Cisco Unified CM LDAP Information page for DC- Directory. In the Cisco Unified CM LDAP Information page: = From the LDAP server type dropdown list, choose the appropriate LDAP server type for ‘your installation ™ In the LDAP server host name, IP address, or AD Domain field, enter the host name or the IP address of the LDAP server, or the domain for Active Directory. = Inthe LDAP Server Port field, enter the port number on which the LDAP server receives the LDAP requests. = Inthe Enter LDAP administrator username field, enter the Distinguished Name of the LDAP administrator. = Inthe LDAP adm the LDAP username, istrator password field, enter the LDAP administrator password for = In the User base location ficld, enter the Distinguished Name of the LDAP contai which Cisco Unified CM user information is stored. = In the Cisco Unified CM base location field, enter the Distinguished Name of the LDAP container in which Cisco Unified CM information is stored. 324 Deploying Cisco United Contact Genter Express (UCCXD) v2.0 [© 2007 Cisco Systems, ineUser Management Designate which Unified CM users can be CRS administrators or supervisors. CRS 4.X: User Management Specify CCM Users with CRS administration permissions r - + Move selected CCM user to CRS) ‘Administrator or ‘Supervisor + User Administrator / ciscocisco is no longer available In the User Maintenance page: | Make sure that the A-Administrator check box is checked. = Inthe CMUsers list box, select the Cisco Unified CM user that you want to designate as the Cisco CRS administrator. — Ifthe user that you want does not appear in the CMUsers list box, enter part or all of that user name in the Search field and click Seareh — Ino users appear in the CMUsers list box, make sure that you entered the correct LDAP path in the User Base field in the Cisco Unified CM LDAP Information age. = Click < to move the selected user to the CRS Administrator/Supervisor list box. A label that identifies the user as an administrator now follows the user name. = Click Finish. (© 2007 Cisco Systems, ne Installation and Configuration 3-25Directory Setup The initial directory setup for the CRS Cluster is complete when this message appears. This page confirms the initial CRS Cluster setup procedures have been performed. * Confirm completed setup procedures © CRS Initial Setup is now complete * Close browser to clear cache * Stop/Start CRS Node Manager using Services = Next: CRS Setup — Server (each server) CRS 4.X: Directory Setup Directory Setup ttn a pot 3-26 Deploying Cisoo Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, IneInitial CRS Setup — Servers Now that we have set up the CRS Cluster, itis time to set up each ofthe servers in the CRS cluster. Overview This is an overview of the initial server setup. The before this procedure. RS Cluster setup must be performed CRS 4.X: Server Setup Overview = Must first perform CRS Cluster setup procedure * Initial CRS Server Setup required for all servers (nodes) in cluster * Standby Servers + Second CRS Engine Server activated becomes standby server for first server * Second CRS Database Server activated becomes standby server for first server (© 2007 isco Systems, Ine. Installation and Configuration 3-27Server Setup “After the CRS Cluster has been set up, we can set up each server in the cluster. CRS 4.X: Server Setup Access CRS ‘Administration * Server Setup Page appears only after CRS Cluster ‘Setup has been ‘completed Perform Server ‘Setup for every server in the | CRS cluster Next 3.28 Deploying Cisco Uniled Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, IncComponent Activation For each server, we can activate CRS components. CRS 4.X: Component Activation Activates CRS ‘components for this server + Cisco Monitoring * * Cisco Recording * + CRS Agent Datastore + CRS Contig Datastore + CRS Historical Datastare “* + CRS Repository Datastore “* = CRS Engine + CRS Node Manager *,** = Activates Together In the Component Activation page: | Check the check boxes next fo the components that you want to activate on this server. This page displays the components that you selected when you installed Cisco CRS. You ‘must activate the components that you will use. You can select components that are not licensed, but those components will not be activated until you add their license files. ‘The check boxes in the Component Activation page are: m= CRS Engine: Enables the Cisco CRS Engine component on this server. = CRS Repository Datastore, CRS Historical Datastore, CRS Config Datastore, CRS Agent Datastore: Enables the Database component on this server. Checking one datastore box will automatically check the others. = Cisco Recording: Enables the Recording component on this server. If you check this check box, you must also check the Ciseo Monitoring check box. = Cisco Monitoring: Enables the Monitoring component on this server. The CRS Node Manager is enabled on a server automaticaly. '© 2007 Cisco Systems, ne. Instalaion and Configuration 3:29Publisher Activation Next we need to set the publisher database server for this server CRS 4.X: Publisher Activation + Ifany of the datastore ‘components were activated, this page appears Chose the host name of the publisher database server to set for this datastore Ifyou selected the datastore components (CRS Repository Datastore, CRS Historical Datastore, CRS Config Datastore, or CRS Agent Datastore) in the previous step, this Publisher Activation page appears. This page shows the datastores that you selected. 3-30 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, inc.Server Setup Completed Finally, confirmation of the activated components appears. If you did not select the datastore components, this Server Setup Page appears. This screen displays the results of the component activation, CRS 4.X: Completed * Confirms results of activations + You may continue touse CRS Administration or exit + Continue to setup all other CRS ‘Servers in the cluster = Modify the HR Sessions and Recording Count on Parameters page Server setup is complete for this node, and the Cisco CRS Administration menus are now available for this node. Now you can continue using Cisco CRS Administration or exit your web browser. {© 2007 Cisco Systoms, ne. Instaaton and Configuration 3-31CRS Provisioning Now itis time to provision the CRS Telephony and Media subsystems. The ASR and TTS subsystems will be configured in a later lesson. About Service Provider Users Depending on the CRS release, there are either two or three service providers configured on the Unified CM. CRS Release 4.5 and 5.0 will be addressed later in this lesson, About Service Provider Users + JTAPI: Provides call control for calls to UCCX applications * RMJTAPI: Monitors and controls the state of agent phones * AXL: ~ Applies only to Unified CCX 4.5 and 5.0 ~ User is configured on CallManager 5.0. §.1 or 6.0 ~ Accesses user information from Unified CM ~ Provides authentication for users (agents) 382 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cis00 Systems, nc.Our Provisioning Objective Our objective for this section is to provision a CRS so that it can accept a call and interact with acaller. The Unified CCX functions (agents, supervisors, queues) will be addressed after we learn to set up applications, write scripts, use the Cisco CRS Editor and effectively collect information from a caller. With the collected information, we can then embark on sending @ call to an agent based on that information. About Telephony and Media * JTAPI: Control channel sends and receives call-control messages between the CRS server and the Unified CM CTI Manager = JTAPI user is created by CRS Administration on Unified CM ~ Unified CCX logs into Unified CM and takes control of associated devices (CTI Ports, CTI Route Points) * Cisco Media: Collects Dual Tone Multi-Frequency (DTMF) data from callers, plays recorded prompts to caller * MRCP ASR; Collects speech from callers to navigate menus * MRCP TTS: Enables CRS applications to play back text to callers as spoken speech ‘The CRS system uses a telephony resource called Computer Telephony Interface (CTI) ports to accept incoming calls and to place outbound calls. The CRS system uses the following media resources to provide interactive services for calls: = JTAPI (Java Telephony Application Programming Interface): The JTAPI media resource is the subsystem of the CRS Engine that sends and receives call-related messages from the Cisco Unified CM CTI Manager, = CMT (Cisco Media Termination): The CMT media resource collects Dual Tone Multi- Frequency (DTMF) data from callers m= MRCP ASR (Automated Speech Recognition): The ASR media resource allows callers to use speech to navigate menus and to provide other information to CRS applications, = MRCP TTS (Text-To-Speech): The TTS media resource enables CRS appli back text or text documents to callers as speech. ions to play The MRCP resources will be addressed in a later lesson. (© 2007 Cisco Systems, in. Installaion and Configuration 3-83About Call-Handling Channels ‘Two types of channels are required to provide interactive services for voice calls. Ea a | About Call-Handling Channels CRS must access two types of channels to provide interactive services for calls: = Call Control Ci Corresponds to specific CTI Port devices in the Unified CM — Provisioned through the JTAPI subsystem — One required for each conversation while in script + Cisco Media Termination (OMT) Channels — Provides media terminations in the CRS for JTAPI call, contacts — Enables the CRS to play media to the connected party DTMF digits are received out of band via the JTAPI subsystem — One required for each conversation (session) while in script Le Sharing Channels via Groups Call control channels and media resource channels may be shared amongst applications. ee | Sharing Channels Using Groups * CRS shares Call Control channels and Media Termination channels among various applications by using groups * Call Control Groups: Grouping enables control for how the CRS system allocates call control channels (CTI ports) — Example: Reserve more CTI port for higher-prioity applications ~ Example: Reserve specific CTI Ports for outbound traffic » Media Resource Groups: — Grouping enables sharing of media resources among different applications Example: Share ASR media resource groups with applications that collect caller information and applications that transfer calls to speciic extensions 3.34 Deploying Cisco Unfid Contact Center Express (UCOXD) v2.0 ‘© 2007 Cisco Systems, IneJTAPI Subsystem Components This topic summarizes the key points discussed in this lesson. FT CRS 4.X: JTAPI Subsystem Components Provision three ‘components: ITAPI Provider 2. STAPI Call Control Groups ITAPI Trigger - to be Created after Application is created ‘The Java Telephony Application Programming Interface (JTAPI) subsystem is the subsystem of the CRS Engine that sends and receives call-related messages from the Cisco Unified CM CTI Manager. To enable your CRS server to handle IP telephony requests, you will need to provision the JTAPI subsystem, Configure the Unified CM via CRS Administration In previous versions of Cisco CRS, it was necessary to configure JTAPI information using Cisco Unified CM. In Cisco CRS Release 4.0, JTAPI configuration tasks are performed directly through CRS Application Administration web pages. To provision the JTAPI subsystem, complete the following tasks: = Add a JTAPI Provider. Specify the server on which the Cisco Media Convergence Server (Cisco MCS) is running Cisco Unified CM CTI Manager, and provide a Cisco Unified CM user ID and password = Provision JTAPI Call Control Groups, JTAPI call control groups pool together a series of CTI ports, which the system then uses to serve calls as they arrive at the CRS server. = Provision a JTAPI trigger. JTAPI triggers invoke application incoming contacts, We will provision JTAPI Triggers when we create a Cisco Script Application later in this lesson. {© 2007 Cisco Systems, no Tnstaliaton ang Configuration 3-35Add JTAPI Provider The JTAPI Providers area of the JTAP! Configuration web page allows you to specify the host ‘name or IP address of the server running Cisco Unified CM CTI Manager and specify the user ID and password that will allow Cisco Unified CM to the CRS Server. CRS 4.X: Add JTAPI Provider * Add JTAPI user z E toCCM eee from CRS Admin coed + JTAPI Provider (s)_3TAPX Configuration Unified CM CTI Manager location IP Address or hostname Continuing with an explanation of user prefixes. Sa a a | CRS 4.X: Add JTAPI Provider (Cont.) = User Prefix = User Prefix gr or ond meer creates new ai serio on STAPY Configuration Unified CM “s (JTAPI23A_1) pene ne Example: UseriDis Tost ns STAPIZSA 1 for frst ous ‘CRS server in cluster, STAPIZSA, 2 or Second CRS server econ an incluster = = ‘Automatically associates {his new user with CT Ports and CTI Route Points created by CRS Administration 338 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, {© 2007 Cisco Systems, Ine.Unified CM Authentication Required The JTAPI provider is created by CRS Administration on the Unified CM, thus authentication ‘on the Unified CM is required when prompted CRS 4.X: Add JTAPI Provider (Cont.) * Creating JTAPI user requires authentication Frv= Ratan see fo Unified CM a ses red Goo dC oO + Window appears for each session accessing the Unified CM * CRS Administrator can ‘now continue creating CTI Ports, CTI Routé Points in next steps. {© 2007 Ciseo Systems, ne Installation an Configuration 3-37About JTAPI Call Control Groups The CRS system uses JTAPI call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive at the CRS server. You can create multiple JTAPI call control groups in order to share and limit the resources to be used by specific applications. About JTAPI Call Control Groups * Unified CM CTIPorts are [FETLBOd assigned to GRS JTAPI |_€TI Bort Call Control Groups: ‘eTiPort + STAPI Call Control er Groups are assigned to [eri port” STAPI Triggers ere crouna2 + STAPI Triggers are Hees assigned to CRS applications to start the | Gl! Bort application when called | CTLPort |. cTiPort | UP, CTiPort Ti Por (CTLPort_|Group #4 CTI Port Group #1 Here we show Unified CM CTI Ports grouped in the CRS Administration so they can be used for incoming calls by various CRS Script Applications. These grouping prevent a single application from consuming all of the CTI Ports leaving other applications unable to accept calls 338 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, (© 2007 Cisco Systems, IncAdd JTAPI Call Control Groups When adding ITAPI Call Control Groups, two things happen: = CTI Ports are created on the Unified CM = CTI Ports are associated with the ITAPI User for that CRS server. a CRS 4.X: Add JTAPI Call Control Groups + Creates JTAPI Call 7 = Control Groups on CRS, = Example creates 4.CTI Ports (on Unified CM (2active, 2 standby) Associates CTI Ports with new STAPI user : for created in eo previous step brian Automatically oe - assigns a directory umber to each of 4.CTI Ports 7 ee ov eere = ‘The CRS system uses JTAPI Il control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive at the CRS server. You can create multiple JTAPL call yntrol groups in order to share and limit the resources to be used by specific applications. Caution Never create the CTI Pors in the Unified CM Administration {© 2007 Cisco Systems, Ine. Installation and Configuration 3.38Add JTAPI Call Control Groups (Cont.) This is the CRS Administration result of adding a JTAPI Call Control Group. CRS 4.X: Add JTAPI Call Control Groups + Finished! * Refresh fren coke re Corasaetony remover ge Sea offered TAPE Call Control Group Configuration + STAI Subsystem ail sos grew FE pment aie sat ara Sn Servet ee en ar + List of STAPLE tc ana Gall Contr a : set Groups i = cane + Never create estat examen arte CTI Ports in ee Gnited Cat ay Aamnlsttion = be Verify Four CTI Ports Were Created Go back to visit the Call Control Group to verify that four CTI Ports were created, two for the active CRS server and two for the standby CRS server CRS 4.X: Verify Four CTI Ports Created + Open New Call Controt Group * Verify four all Control Group Configuration Yetity four JTAPI Call Control Group Configuration were created viinaia: ‘3540 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, (© 2007 Cisco Systems, ncVerify Unified CM Results ‘This is the result on the Unified CM. Note the CTI Ports and association, CRS 4.X: Verify Unified CM Results on Unified CM » New User cs * Association with New User JTAPI23A_1 * New CTI Ports (4) Add CMT Dialog Control Groups and the CRS server. * Group 1D, unique * Description * Shows licensed IVR ports = Max Channels = = Will be used for new Script Application CTI Triggers eae yee CMT Dialog groups allow for DTMF out-of-band communications between the Unified CM CRS 4.X: Add CMT Dialog Control Groups Cisco Media Termination Dialog Group Configuration ‘© 2007 Cisco Systems, Ine Installation and Configuration SatAdditional CRS Subsystems Additional 'S Subsystems will be addressed in later, more relevant lessons. CRS 4.x: Prov: Subsystems n Additional CRS CRS Subsystems yet to be provisioned: = RMCM: for Unified COX = ICM: for Intelligent Contact Management + HTTP: for launching applications vie URL * Database: to access SQL / ODBC databases + eMail: to launch email from a script, All will be discussed in later lessons 3-42 Deploying Cisco Unified Contact Genter Express (UCGXD) v2.0 (© 2007 Giseo Systems, IneConfigure a CRS Script Application Now let's see how a CRS Script Application is configured so we can test an inbound call Configuration Steps ‘These are the steps to configure a specific CRS Script Application. Steps 1, 2, 6, and 7 will be addressed in this lesson. The other steps will be addressed in later, more relevant lessons. CRS 4.X: Configure a CRS Script Application Steps 1. Manage Scripts: Add scripts to repository using CRS Administration Manage Prompts: Place wav files or ip files in prompt directories using CRS Administration Install Grammars: Place in directories Install Custom Languages * Install Java Files: Create class paths, place files ‘Add a Cisco Script Application ‘Add a CTI Trigger for each application Make a test call To be discussed in later lessons The process of configuring Cisco script applications includes uploading CRS scripts and pre~ recorded prompts, installing grammars and customized languages, and adding triggers to applications. Depending on your particular CRS implementation, you may need to perform most or all of the above tasks to configure a Cisco script application. (© 2007 Cisco Systems, in. Instalajon and Configuration 3-431. Manage Scripts - Overview First we must create seripts to be used to provide the call low logie for an application 1. Manage Scripts Script files are created using the CRS Script Editor application on your P.C. ‘A script is the call flow logic for the call Filename.aef, where aef is pplication -ditor ile” * Scripts must be placed in the CRS Grommet ame Cote wt atone Repository to be accessed by Be encanta ee CRS Script Applications. ‘Add scripts using CRS ‘Administration, Script Management 1. Manage Scripts — Four Steps These are the four steps required to present a new or changed script to an application TT Four Steps to Prepare Script for a Call In the CRS Script Editor: 1. Validate the script 2. Save As the script to yourhard gone drive In the CRS Administration > Script Management: 3. Upload script to the CRS. Repository 4, Refresh the script and application i: ~ the CRS Server memory 5:44 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Gisco Systoms, Ine1. Manage Scripts - Three Steps, Upload to Repository These are the three steps required to upload a new or changed script to an application using the Script Editor. Scripts are uploaded directly to the script repository from the script editor. The script still requires a refresh from the CRS Administration Script Management page. Three Steps to Prepare Script for a Call itis possible to load the script directly =a =~ mrt into the script repository from the 5 Script Editor In the CRS Script Eaitor: 1. Validate the script 2. Save As the script to directly to the script repository In the CRS Administration > Script Management: 3. Refresh the script and application in the CRS Server memory (© 2007 Ciseo Systems, Ine. Installation and Configuration 3-451. Manage Scripts — Script Management Page This page allows us to upload and refresh scripts. Additionally we can delete, rename, o refresh scripts, Script Management Page * Name » Language * Name * Actions. = Delete ~ Rename ~ Refresh ~ Upload (overwrites current script) * Upload New Scripts 2. Manage Prompts — Prompt Management Page in be managed from this page and bulk uploaded using zip files Prompts (.wav files) 2. Manage Prompts Prompt Management Page + Language Directories + Actions ~ Create Language Rename Language Prompt Management ~ Delete Language = Upload Zip Files, New Prompts + Format: 6.711 ~ 8K sample rate B-bit word Mono = uLaw 3-48 Deploying Cisco Unified Contact Center Express (UCCXD} v2.0, {© 2007 Cisco Systems, ne.2. Manage Prompts — Add Prompts We will perform the functions during lab exercises, Add Prompts * Folders * Actions ~ Create New, Rename, Delete Folder ~ Upload New Prompts, Zip Files » Prompt Actions = Delete, Rename, Refresh, Upload, Download 6. Add a Cisco Script Application - Configuration Now we will add the actual application to utilize the seripts, JTAPI Call Control Groups, and Dialog Control Groups that we have previously created. 6. Add a Cisco Script Application Application Configuration + Add.aNew Application Configuration Application * Application Type is Cisco Script Application TER NSRP he ae a ‘Add a New Application (© 2007 Cisco Systems, Ine. Instalaton and Configuration 3-476. Add a Cisco Script Application - Details Here we name the applications and assign a script which was previously uploaded. Application Details + Add a New ‘Application Description 1D, unique Max ee en . ~ Sessions Site ~ Enable ~ Scrip . min previously a = Upioaded ~ 3 (eaael) aa . * Parameters to change = + Next-Adda a New Trigger ee Meee eee ‘Cisco Seript Application 6. Add a Cisco Script Application — About Parameters Script variables marked as “parameters” will appear on the Script Application page and may be modified to override variable values within the script. About Parameters * Variables are created with a "Parameter" attribute Cisco Script Application + Parameters — co . sue appear on a application page: = using a script with a those variables ~ - = Checked parameters + override script variable values upon call initiation Se er 3:48 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, {© 2007 Gisco Systems, Ine7. Add a JTAPI Trigger Finally we assign at least one JTAPI Trigger which creates a CTI Route Point on the Unified CM and associates the CTI Route Point with the JTAPI user, 7. Add a JTAPI Trigger * Creates a CRS JTAPI Add a New Trigger Trigger * Creates a CTI Route Point On tect in typeof ager you wut he to create Unified CM (RP_8888) * Associates CTI Route Point "1" ">" RY with JTAPI user * Do not create CTI Route points using Unified CM Administration i| JTAPI triggers are configured to invoke application scripts in response to incoming contacts. A ITAPL trigger responds to calls that arrive on a specific CTI route point by selecting telephony and media resources to serve the call and invoking an application seript to handle the call {© 2007 Cisco Systems, ine. Instalaton and Configuration 3-49,7. Add a JTAPI Trigger - Configuration The JTAPI Call Control Groups and Dial Control Groups are assigned on this page Trigger Configuration ITAPI Trigger Configuration Directory Number that starts the application Language, trigger for each language Max. Sessions Call Control Group to be used by this trigger Dialog Groups en ‘a Device Name * Other Unified CM settings 7. Add a JTAPI Trigger — Check JTAPI Information The new JTAPI information may require you to check and resynchronize the JTAPI information. Resynchronize JTAPI info Check = Resynchronize Function Checks: ~ The JTAPI users exist in Unified CM ‘Al the ports belonging to the CT! Port Group exist in Unified CM = The CTI Port Group's data is in syne with Ports data in Unified CM ‘The CT! Ports association to users are correct ~ The CTI Route Point exists in Untied CM The CRS Application Trigger data isin syne with the CTI Route Point data in the Unified CM ‘The CTI Route Points have been associated with all the JTAPI users ln Unified CM 3-50 Deploying Cisco Unified Contact Center Exerass (UCCXD) v2.0 (© 2007 Cisco Systems, ne.7. Add a JTAPI Trigger — Resynchronize JTAPI Information 7. Add ‘The new JTAPI information may require you to check and resynchronize the JTAPI information, Resynchronize JTAPI Info Results * Synchronize Results: ~ Creates any missing users, ports, CTI Route Points — Modifies out-of-sync ports ‘Associates CT! Poris to JTAPI users Modifies outof-sync CT! route points ~ Associates CTI Route Points to all the JTAPI users a JTAPI Trigger — Unified CM Results ‘The new CTI Route Point and the STAPI user association appear on the Unified CM. Unified CM Results * Unified CM Administration + New CTI Route Point (RP_8888) : cameron + RP_g888 Associated wi JTAPL user ee {© 2007 Cisco Systems, ine. Inataiaion and Configuration 3518. Make a Test Call Now let’s call the application using the directory number for the CTI Route Point. 8. Make a Test Call * Call the CTI Route Point, Trigger Number + Check to see if your script responds with a welcome message = Congratulations! You have created a Script Application ‘352 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0, (© 2007 Ciseo Systems, IneCRS Control Center Cisco Customer Response Solutions (CRS) Administration Control Center provides options to configure, control, and monitor CRS component activities and information across the cluster. CRS 4.X: Monitor Cluster — Node List ‘Access the CRS Control Center Cluster Status IN SERVICE SHUTOOWN Select Server License Info Component Activation Node = Server node Status Traces Details ‘Add-on Component About Cluster Data CRS defines several data entities: = Cluster. A representation of the root of the Cluster Hierarchy. = Node. A computer that runs any software that belongs to cluster. = Component, An installation unit such as CRS Engine, CRS Database = Service. An executable unit, Service may have other services as its children. For example, ‘Subsystems and Managers are children of the Engine service. = Feature, A logical representation of the functional unit {© 2007 Cisco Systems, nc Installation and Configuration — 3.68License Informat License information shows all ofthe licenses that have been configured using license files. CRS 4.X: License Information Access through the CRS Control Center a CRS Software components, are selectively installed, activated * Licenses permit eins activation ‘ple ene oaecye: te ores Henan * Displays configured rho a8 licenses fc geese ea 9 ‘Add new licenses, during runtime, then activate No need to reinstall CRS software Component Activation CRS software components are activated through a component activation process for each node. CRS 4.) : Component Activation = Access through the CRS Conirol Center * Activate or remove ‘@.component from Component Activation a server node . . = * Disable a service 777" Srorrnenn meron 354 Deploying Cisco Unifled Contact Genter Express (UGGXD) v2.0, (© 2007 Cisco Systems, In.Node Level This is the node level display and shows the status of the software components. This screen presents the opportunity to view trace files and to stop and start individual services. CRS 4.X: Monitor Node (Server) = Displays server status * Displays feature, subsystem states * Last failure + Configure traces at server level + View traces on each node in a cluster = Stop and start services here Use Control Center web pages to: Display all servers (CRS Servers as well as Add-On Servers) belonging to the same cluster. Display the server states (running/stopped) with an option to restart one particular or all servers in the cluster. Display the feature states (running/stopped). Display the server services (running/stopped). Configure traces at cluster level. = View the traces on all machines in the cluster, Display cluster licensing information, The Control Center page contains two tabs = Servers. This tab provides a physical view of the cluster architecture, that is, the nodes and services that made up its structure, m= Features. This tab provides a logical view of the cluster, that is, the components that represent functionality {© 2007 Cisco Systems, ne. instalation and Configuration 3.55Server Traces Trace Fi ‘The Server Trace hyperlink allows the selection of specific traces for each service. CRS 4.X: Server Traces * Displays server traces 7 ‘according to the service * Click service name to display its traces iles ‘Trace files will open in the user's browser for examination, CRS 4.X: Trace Files * Displays trace files * Click filename Control Center todisplaytrace Somer file contents in “sts browser ioe. Se 388 Deploying Cisco Unifed Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systams, neCheck Your Engines Check your CRS Engine to see if all of your activated subsystems are in service eT CRS 4.X: Check Your Engines! “Access the CRS as Control Center he tee Seema 5 to check CRS lhe arenes Engine and ao FH Syston » subsystem status aeaprees : Direct access to sia naira - pertinent logs seen ene nes * ~ Services and Src : subsystem cote eran detail Beineoe * Look for subsystems | Treetanie sinnven : tobe in“in Service", | sarumir ames - use “mouse over" Recover, Restore, Patch ‘The installation CDs permit the ability to restore, recover and patch the CRS system, CRS 4. : Recover, Restore, Patch * Access the Repair menu via the CRS Installer to: Recover, Reinstal msaing or corupte files, synchronizes wih other CRS cluster Restore: Restores Sepleyment and onniguration Stings Using BARS Patch: Applies ertosic patches and Epdates + Provides instructions forall serversin @ ERS cluster + See Installation Guide for complete instructions (© 2007 Cisco Systems, in. Installation and Configuration 3-57Installation Process: CRS 5.0(x) The CRS Software may not be installed co-resident with the Cisco Unified CM because the CRS 5.0 resides on Windows 2003 and Unified CM resides on Linux, New Features Summary CRS 5.0 offers the following new features. CRS 5.X New Features Summary Unified CCX 5.0 supports all features supported by Unified CCX 4.5 with the addition of the following: + Multi-channel (e-mail, Web collaboration) * High Availabilty (Two-nodes only) + Outbound Preview Dialer * Support for Unified CM 5.1, and 6.0 * Support for new optional wrap-up data codes * Additional support of languages for MRCP and reporting 3-88 Deploying Cisco United Contact Center Express (UCCXD) v2.0 1 2007 Cisco Systems, ne.What's New in CRS 5.0 Installation? The following features provide an improved installation experience for partners and customers. What's New in CRS 5.X Installation * Simplified user interface + Windows 2003 OS support 72.GB HDD minimum requirement = 2.GB RAM minimum requirement + Enhanced logging support = Simplified patching, uses .exe files, no BARS + Decoupled Backup and Restore from install New Installation Wizard CRS 5.0 offers a new installation wizard to simplify the installation, New Installation Wizard * Simple and reduced selections during install * Reduced user interface prompts and dialogs = Changed terminology: “Recover” is now “Repair” * All features, components, and IVR languages installed by default (© 2007 Ciseo Systems, ne. Installation and Configuration 3-58Installation Process ‘The following is the new, simplified installation process for CRS 5.0. Welcome Screen ‘The welcome screen is the first to appear during the installation, A ST CRS 5.X: Welcome Screen LA Welcome tothe instalation Wizard for isco Customer Response Soktions 5.1) Bult Ihe tation vind tea aca Catone Respone Siaticetyas sean fotos cement aon a gegene tees toon nt atherle cisco 3:60 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 '© 2007 Cisoo Systems, neDeployment Selection This step allows the installer to choose Unified CM or Unified CME. CRS 5.X: Deployment Selection = Choose which (cE Unified CM ‘Depleymen ype Sletion ~ will be eC a cn ead Comsat integrated = We have eee selected Cisco measege Unified CM ct * Unified CM does not need to be connected on ee CADICSD Language Select the language to be used for the Cisco Agent Desktop and Cisco Supervisor Desktop. CRS 5.X: CAD/CSD Language + Solect the (SADSMENRNESERE renee ER language for tgatntedentn ter re 1 m0 the Cisco "Seka cnn net cnt Get tn lea Agent Desktop and the Cisco dmintewanmna cp teat te iper O wa y Supervisor Supremienitas coma Desktop * Selection applies for entire system (© 2007 Cisco Systems, Ine Installation and Configuration 3-61Summary Screen The summary screen suddenly appears and the installation wizard continues the installation This is a really abbreviated installation! AS a | CRS 5.X: Summary Screen * Summary, | eRe ready to ody teatro aia instal oversea ater nein e1seo = Very simple Ss chnaamm S escent * JRE will also be installed Patching Enhancements Patching has been enhanced to use .exe files. a CRS 5.X: Patching Enhancements * Single self extracting executable available on CCO ® Simplified installation process — Download and execute on each CRS node — No BARS involved * Patching should be applied to publisher database node first to maintain high availability “362 Deploying Cisco Unild Contact Center Express (UCOXD) v2.0 “© 2007 Cisco Syetems, IncUpgrading to SQL 2000 Atany time, the system may be upgraded to SQL 2000, CRS 5.X: Upgrading to SQL 2000 * SQL Utility is now obsolete = Single step to install SQL and expand databases * The option in the CRS install has been removed Simply insert the Cisco provided SQL disk and complete the installation wizard « DB size for db_cra is now 10-13 GB depending on disk size (72 GB or 80 GB) = DB size db_cra_repository is 3 GB Troubleshooting Tips ‘The following are a few troubleshooting tips for the installation. CRS 5.X: Troubleshooting Tips = Remember to disable CSA and virus control prior to any installation activity * Changing the Deployment Type requires an new install * Changing the CADICSD language requires a reinstall ‘© 2007 Giseo Systems, Inc Installation ang Configuration 3.63Troubleshooting Tips (Cont.) The CRS Log Collection Tools is new with CRS 5.0. It simplifies log collections. CRS 5.X: Troubleshooting Tips (Cont.) * CRS Log collection tool * Available at Start Menu > CRS Administrator > Log Collection Too! = Use Advanced options and select install component 364 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systoms, In.Configuring CRS for Unified CM 5.1/6.0 This section addresses the integration of Unified CCX 5.0 with Unified CM 5.1/6.0, The CCX 5.0 with Unified CME will be addressed later in this lesson. integration of Unit Unified CCX 5.0 for Unified CM 5.1/6.0 During the installation, select Unified CM. * During install, select Cisco Unified CM * Supports direct upgrade from CCX 4.5 = Supports single-server (non-HA) and two- server HA mode * Recording & Monitoring server activated on CRS server in both HA and non-HA mode * Supports only MCS Windows 2003 OS Unified CCX 5.0 for Unified CM 5.1/6.0 (© 2007 Cisco Systoms, Ine Installation and Configuration 365CRS Cluster Setup Select the type of setup: Single Node, First Node, Add to Cluster, or Restore. CRS 5.X: CRS Cluster Setup « First screen encountered a after installation Cisco CRS Administrator Setup = Select type ese tt ne chat te of CRS setup Single Node First Node = Add 10 Cluster eens iene sie = Setup (Cluster) se = Single Node imeem installation type can be later be expanded eae Unified CM Configuration Reviews the AXL provider defined during installation. CRS 5.X: Unified CM Configuration + AXL: Administrative < XML Layer ee ee * Provides user information from Unified CM * User was previously defined in Unified CM administration = AXL service on Unified CM must be started + Unified CM host name of IP Address, AXL user ID and, password 3.66 Deploying Cisco Uniied Contact Center Express (UCCXD) v2.0 (© 2007 Gisco Systems, IneUpload CRS License Upload the .lic files provided to the customer by Cisco. a | CRS 5. : Upload CRS License * Upload * lic files * Licenses are License Information common for both CRS Unified CMS integrations . ~ Unified CM ~ Unified CME * Licenses may be zipped Customer Response Solutions Administration Component Activation Component activation doe not appear if tis isa single-node deployment. CRS 5. : Component Activation ta « For First Node installation type only * For Single Node installation type, all components are activated by default and this screen does not appear Component Activation {© 2007 Cia Systems, ine Instaiaion and Configuration 3-67Publisher Activation This sereen does not appear for single-node installatio ———— CRS 5.X: Publisher Activation * For First Node installation type only = For Single Node installation type, all activated by default and this screen does not appear Publisher Activation datastores are Sara ae HE Add Second Node to Cluster Setup Setup * Select: Add to Cluster + CRS 5.0 only nodes in a cluster * Provides High Availability (HA) by adding 2”? node * Single node configuration can be upgraded to two node configuration ‘Adding the second node provides High Availability (HA). SS Sa S| CRS 5.X: Add Second Node to Cluster supports two Cisco CRS Administrator Setup poe 368 Deploying Cisco Unified Contact Center Express (UGGXD) v2.0 (© 2007 Cisco Systems, In.Add Node to Cluster (Cont. ) This screen provides network access to the first server in the cluster, (Cont.) * The second node must have network conneetivity to the first node * Administer: ~ Cluster server IP address Cluster Server Port — Admin User ID Password CRS 5.X: Add Node to Cluster Setup Add Node to Cluster (Cont.) This screen activates software components on the second node, (Cont.) = Activation of second node components = Can also be activated at a later time CRS 5.X: Add Node to Cluster Setup Customer Response Solutions Administration Component Activation {© 2007 Cisco Systems, in. Installation and Configuration 369Configuration ‘The following addresses the configuration for Unified CCX as it interfaces with Unified CM 5.1/6.0. License Configuration Licenses are the same for Unified CM or Unified CME deployments. CRS 5.X: License Configuration * Same license for both types of Unified CM deployments * For two node omer deployments, a ea wee et ea High Availability (HA) license is required 3:70 Deploying Gisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Giseo Systems, ncUnified CM Configuration = Specify IP address of Unified CM = AXL user id/password = Creates JTAPluser >| > prefix/password * Creates RMCM (RMJTAPI) user id/password = NTP server address or hostname System Parameters Configuration This screen specifies the number of historical sessions and recording counts. CRS 5.X: System Parameters Config * Specify number of Historical Reporting session licenses * Specify the Recording Count, max number of recording sessions * Specify the Codec (G711, G729) to be used for the system (© 2007 Cisco Systems, ine Installation and Configuration 3-71Languages Configuration This screen specifies the system and user languages used by the scripts aT CRS 5.X: Languages Configuration BE CoMUMEEEE Customer Response Solutions Administration language ee defaults and “guages Configuration countries User Configuration This screen specifies which Unified CM users are granted CRS administration rights CRS 5.X: User Configuration = Specify the Unified CM User Configuration users to be given CRS 1 Application vo Administration o re rights * User will be “ ‘ allowed access . to Application Administration screens 3-72 Deploying Gisco Unified Contact Center Expross (UCOXD) v2.0 (© 2007 Cisco Systems, In.Outbound Preview Dialer Configuration ‘This screen enables the configuration of the Outbound Preview Dialer feature. This will be further discussed in a later lesson. a | CRS 5.X: Outbound Preview Dialer Configuration = Outbound Preview Dialer feature = Requires Outbound license + Establishes dialing sh parameters en se for entire * system = Campaigns must be configured later outbound Configuration Resynchronization Tool ‘This screen addresses the Resynchronization Tool, CRS 5.X: Resynchronization Tool + Resynchronizes client versions. between Unified CM and Unified CCX Unified CM Telephony Call Control Group, * Checks and repairs: Configuration ~ CM users CTI ports, user associations CTI Route Points, use associations ~ Application Triggers = Checks and installs STAPI client library onan nam tte '© 2007 Cisoo Systems ne Installation and Configuration 373Configuring CRS for Unified CME 4.2 ‘This section addresses the integration of Unified CCX 5.0 with Unified CME 4.2. Unified CCX 5.0 for Unified CME 4.2 Select Unified CME during installation a Unified CCX 5.0 for Unified CME 4.2 * During install, select Cisco “ae nt tne mata Unified CM Express mc it nt natn cami ng = Supports direct upgrade from Unified CCX 4.5 = Supports only MCS Windows 2003 OS 374 Deploying Cisco Unified Contact Center Express (UGGXD) v2.0 ‘© 2007 Cis Systems, ine.Unified CME Express Details The following are the details and limitations for Unified CME. Unified CME Details * Supports only G711 codec prompts = Users are stored locally in CRS Database = New Application Administration User page for create/delete/capability management = Supports IP Phone Agent = Supports only one CRS per Unified CME = Supports only SCCP Phones as Agent Devices = Features not supported ~ High Availabilty (HA), single node only = Outbound Preview Dialer — Remote Monitoring * Limited CAD/CSD functions Single-Node Setup Wizard ‘The Unified CME only supports a single CRS node. CRS 5.X/CME: Single Node Setup Wizard * First screen Cisco CRS Administrator Setup encountered after “= installation * Select type of CRS setup ~ Single Node ~ Setup (© 2007 Cisco Systems, ne Installation and Configuration 3:75Unified CME Express Configuration ‘The AXL provider was previously defined during installation. ‘The user was created on the CME before installation Unified CME Express Configuration + AXL: Administrative XML Layer ‘isco Unified CallManager Express Configuration + Provides user information from «“==sahsettnen SoS SS Unified CME mene * User was previously defined in Unified CME administration = AXL service on Unified CME must be started = Unified CME host name of IP Address, AXL user ID and password Upload CRS License ‘The CRS license is uploaded using this screen. CRS 5.X/CME: Upload CRS License nse Information * Upload *lic files * Licenses are common for both CRS Unified CM integrations Unified CM = Unified CME | 3-76 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Gisco Systems, in,The following discusses some miscellaneous setup issues for users, HR sessions, Recording, Count, and Codee selection. * User Configuration * HR Sessions * Recording Count = Codec Selection = Next {© 2007 Cia Systems, ne instalation and Configuration 377Configuration The following addresses the configuration for Unified CCX as it interfaces with Unified CME 4.2, License Configuration Licenses are the same for Unified CM or Unified CME deployments, CRS 5.X: License Configuration * Same license for both types of Unified CM deployments * For two node deployments, a High Availability (HA) license is required 378 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, neUnified CME Configuration This page specifies the IP address of the CME router and the CME Configuration * Specify IP = address of Cee ro) Unified CME ls a router Cisco Unified CallManager Express Configuration + AXL user id (pre- aa) created on CME —_aisiiusausemsinmemessnrsa router) sebier bo eretn + AXL user " password (pre- created on CME router) Control Center ‘Anew CME Telephony subsystem has been created and displayed in the Control Center. CRS 5.X/CME: Control Center * Creates a new ee CME Telephony Subsystem {© 2007 Cisco Systoms, ne Inst tion and Configuration 379CME Telephony Subsystem Call Cot ‘This page addresses the configuration of the new CME Telephony subsystem, Da ed CRS 5.X/CME: CME Telephony Subsystem « CME Session Server ID (auto generated) * Outbound Trigger for placing outbound call - a valid available DN ~ : number needs to be entered ntrol Group A new Call Control Group is created when licenses are uploaded. No CT! Ports CRS 5.X/CME: Call Control Group * Anew CME Telephony Call Control Group automatically Unified CME Telephony Default Call added based on _Contral Group Configuration license * Created when license is uploaded * Channel equals to licensed IVR ports De! 3-80 Deploying Cisoo Unified Contact Center Express (UCGXD) v2.0 {© 2007 Cisco Systems, in,Configuration Validation Tool The Configuration Validation Tool validates the data between the Unified CCX and the Unified CME. CRS 5.X/CME: Configuration Validation Tool * Validation tool compares data between Unified CCX and CME User Management For Unified CME, User Management permits the creation of new users and capabilities for CME only. CRS 5.X/CME: User Management * New Menu Item for User Management ~ Create New User ~ Capabilities * Unified CM deployments store users in CCM Database * Unified CME lige /' deployments store users in (es CRS Database (© 2007 Cisco Systems, Ine Installation and Configuration 3-81Cisco Agent Desktop Limitations The CME integration has a few CAD limitations to consider. DC el CRS 5.X/CME: Cisco Agent Desktop Limitations * Agent can not perform call control operations from "AD Ul * Buttons removed: ‘Answer ~ Transfer ~ Conference . = Place call her tetwa Removed CTI Port Information from Enterprise data Cisco Supervisor Desktop Limitations The CME integration has a few CSD limitations to consider. _—L aT CRS 5.X/CME: Cisco Supervisor Desktop Limitations = Supervisors can not barge-in or intercept calls in Unified CME deployments = Buttons have been removed 82 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systoms, IncRouter Configuration ‘The following outlines the required router configuration steps and the documentation that provides the details. Router Prerequisites ‘The following are the prerequisites for the router. a a ae aE | CRS 5.X/CME: Router Prerequisites * Cisco Unified CME 4.2 using Cisco OS Release 12.4(11)XW2 or a later version. = XML API must be configured to create a username for Unified CCX access. = Phones to be connected in Cisco Unified CME must be configured + The Cisco Unified CME router must be configured to accept incoming presence requests {© 2007 Cise0 Systems, Ine. Installation and Confguratin 3-83CME Router Restrictions The following router restrictions apply for integration to Unified CME. CRS 5.X/CME: CME Router Restrictions = Interoperability between Cisco Unified CME and Unified CCX is restricted to one Unified CCX per Cisco Unified CME * Support for Multi-Party Ad Hoc and Meet-Me. Conferencing features is not provided. * Only incoming calls from PSTN trunks are supported for deployment of the interoperability feature * Other trunks, such as SIP and H.323, are supported as usual in Cisco Unified CME, however, not for customer calls to Unified CCX Interoperability between Cisco Unified CME and Unified CCX is restricted to one Unified CCX per Cisco Unified CME. Support for Multi-Party Ad Hoc and Meet-Me Conferencing features is not provided. ‘Only incoming calls from PSTN trunk are supported for deployment of the interoperability feature. Other trunks, such as SIP and H.323, are supported as usual in Cisco Unified CME, however, not for customer calls to Unified CCX. 3-84 Deploying Cisco Unified Contact Center Express (UCCXD) v20 '© 2007 Gisoo Systems, ne.Configure CRS-specific Router Elements Refer to the Cisco Unified Communications Manager Express System Administrator Guide for the section How To Configure Interoperability with External Services, The following operations are required or optional, CRS 5.X/CME: Configure CRS-specific Router Elements * Refer to: Cisco Unified Communications Manager Express System Administrator Guide, How to Configure Interoperability with External Services + Required Procedures Configuring Cisco Unified CME to Enable Interoperability with Unified CCX’ = Identifying Agent Directory Numbers in Cisco Unified CME for Session Manager + Optional Procedures ~ Verifying Registrations and Subscriptions in Cisco Unified CME Re-creating a Session Manager in Cisco Unified CME. — Reconfiguring a Cisco CRS Route Point as a SIP Endpoint in Cisco Unified CME Required Procedures = Configuring Cisco Unified CME to Enable Interoperability with Unified CCX = Identifying Agent Directory Numbers in Cisco Unified CME for Session Manager Optional Procedures = Verifying Registrations and Subscriptions in Cisco Unified CME = Re-creating a Session Manager in Cisco Unified CME = Reconfiguring a Cisco CRS Route Point as a SIP Endpoint in Cisco Unified CME (© 2007 Cisco Systems, nc Installation and Configuration 3-85Example of Step-by-step Procedures ‘The following is an excerpt from the above-mentioned Administration Guide. Example of Step-by-step Procedures 3:85 Deploying Cisoo Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.CRS Installer Messages This lesson provides information about error messages and instructional messages that may appear when you run the Cisco CRS Installer. If you receive such a message, you can locate it in the CRS Installation Guide and the actions recommended for continued troubleshooting Message Examples ‘The CRS Installation Guide describes the messages that the Cisco CRS Installer may display, the cause of each message, and actions that may be taken to continue. This is an example message CRS Installer Message Example * Installer messages are displayed during installation = Example: Explanation You are attempting 19 install on a server that has fess than [O24 MB of RAM. Recommended Action ( pgrade the RAM to at last [,024 MB and run the installation again, = Full set of messages may be found in the Installation Guide {© 2007 Cisco Systems, Ine Instaiaion and Configuration 3-87CRS Installer Log Files Cisco CRS creates log files for every procedure that you perform with the Cisco CRS Installer. ‘These files include messages that the Cisco CRS Installer generates. If necessary, you can provide the log files to the Cisco Technical Assistance Center (TAC) for assistance with troubleshooting. File Locations ‘There are three primary log files, located in the Windows root directory, to examine TTT Installer Log File Locations * Log files are found in the root directory of the server * Log file names: ~ Callnstallog CrsMsiinstallLog.txt ~ CrsMsdelnstallLog txt = Other Install Logs ~ Accessed through Start ~ MCS Setup Logs ~ Access via Log File Tools in CCX 5.0 388 Deploying Cisco Unified Contact Canter Express (UCOXD) v2.0 (© 2007 Giseo Systems, neSummary This topic summarizes the key points discussed in this lesson, Summary * Install Unified CCX software on all servers in a CRS Cluster * Activate and configure all components in a CRS cluster * Configure and test a simple CRS application * Troubleshoot installations using log files * The installation and configuration process has been simplified for Unified CCX 5.0 * The installation process varies as does the software release References For additional information, refer to these resourc« © Getting Started with Cisco Unified CCX ®§ Getting Started with Unified IP IVR = Release Notes m= Cisco CRS Software and Hardware Compatibility Guide = Unified CCX Solution Reference Network Design = Unified IP IVR and Unified CCX Port Utilization Guide m= Cisco CRS Installation Guide m= Cisco CRS Administration Guide = Cisco CRS Database Schema MS SOL Server 2000 for Cisco CRS Resources Card = Installing Cisco Security Agent for Cisco CRS Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: Lab Exercise 3 to set up your lab environment. (© 2007 Cisco Systems, ine. Installation and Configuration 3-89,Lesson 4 CRS Script Editor Overview This lesson describes the Customer Response Solutions (CRS) Script Editor and how itis used to create application scripts for CRS. You will start the CRS Script Editor and manipulate a simple script to learn how to add steps and manage the scripts. Additionally, procedures for script management are addressed Additionally, the ability to manage and move scripts to the repository is important when managing a multi-site CRS installation. Objectives Upon completing this lesson, you will be able to describe the CRS Script Editor and use it to crcate application scripts for CRS. This ability includes being able to meet these objectives: = Navigate the CRS Script Editor functionality = Create, delete, and edit variables Save and upload valid scripts to the repository = Perform the debug process to test a script = Troubleshoot an application and script using trace filesCRS Script Editor Overview ‘The CRS Script Editor is the tool used by application designers to create scripts using the steps authorized with the product licenses. CRS Script Editor Overview * CRS Script Editor permits the designer to create scripts using logic steps organized in a call flow * CRS Script Editor automatically installs on the CRS server during installation = The CRS Script Editor may be installed on your workstation = Windows 2000, SP4 Windows XP, SP2, firewall disabled * Install on your workstation from CRS AppAdmin: = Tools > Plug-ins > Cisco CRS Editor ‘The CRS Script Editor is a visual scripting tool that allows the user to drag and drop steps from the Palette window to the appropriate logical location in the Design window. Steps are the smallest building blocks in a script. This is the only tool CRS uses to build scripts and thus itis important to utilize the tool effectively. 2 Deploying Cisco Unified Contact Contor Express (UCCXD) v2.0 {© 2007 Cisco Systems, me.Installing the CRS Script Editor ‘The CRS Script Editor is installed onto the CRS server and may optionally be installed on the script designer's workstation. i ae, Installing the CRS Script Editor * CRS Script Editor automatically installs on the CRS server during installation + May be installed on your workstation ~ Windows 2000, SP4 — Windows XP, SP2, firewall disabled = To Install on your workstation from CRS AppAdmin: ~ Tools > Plug-ins > Cisco CRS Editor (© 2007 Cisco Systems, Ine ORS Script Editor 43Starting the CRS Script Editor ‘The CRS Script Editor is installed on the CRS server by default and may be installed on a workstation for convenience. The script developer may log onto a server or anonymously to ‘work off-line. Shown is the CRS Script Editor for CRS 5.0. Starting the CRS Script Editor * Start the CRS Script Edito} from Start > Cisco CRS Developer > Cisco CRS Editor = Logon to any CRS server of the same version * If you Log on Anonymously ~ Can't upload directly to script repository Can't reactive debug silnate, CISCO’ Cisco CRS Editor jun, Authentication “4 Deploying Cisco Unified Contact Genter Express (UCGXD) v2.0, {© 2007 Cisco Systoms, IneSynchronize License with CRS Engine This topic describes the license synchronization between the CRS server and the CRS Script Editor. Synchronize License with CRS Engine + CRS Engine enforces FRETS licenses at run time * Ifunlicensed steps are included in script, script causes license Violation ‘Synchronize License button hides unlicensed steps CRS Script Editor must logged into CRS server Settings > Options > Palettes + Example: Enhanced ‘The CRS Engine enforces licensing at runtime. This means that you can add any step to any script regardless of what licenses you have purchased. However, if script contains unlicensed steps, the CRS Engine will reject the seript at runtime with a license violation, ‘The Synchronize License button can let you hide steps that you have not purchased, The Synchronize License button is available to communicate with the CRS cluster and automatically show or hide palette steps according to the currently installed licenses, Ifyou request license synchronization when the CRS Script Editor cannot access the latest license on the cluster or when the CRS server is down, then the CRS Script Editor will synchronize the licensed CRS Seript Editor palettes with the ones listed in the local license on your machine, ifit exists 1© 2007 Cisco Systems, in. CRS SeiptEdtor 45CRS Script Editor Windows There are four window areas on the CRS Script Editor interface, CRS Script Editor Windows * Palette = Design * Variable * Message The CRS Script Editor is the development environment for creating, modifying, testing, and debugging Cisco CRS Scripts, It is a visual scripting tool that allows you to drag and drop steps from the Palette window to the Design window. These steps are the smallest building blocks in a seript, To open the installed CRS Script Editor on your PC, choose Start>Programs>Cisco CRS Developer>Cisco CRS Script Editor. The CRS Seript Editor is divided into four windows: = Palette Window gn Window = Variable Window = Message Window Resize the Windows You can resize the CRS Script Editor windows to allow for better observation of the variables and their values. Most of the resizing will be saved. 48 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, in,Palette Window: Folders and Steps The Palette window provides a list of the steps available for script development. Palette Window: Folders and Steps = Steps are Java “beans’ * Customizable logic + Folders contain steps = Steps can be “dragged” and “dropped” into adjacent Design Window tom on + New steps can be as - created using SDK on™ Beceem ‘The steps are organized in folders that contain sets of related steps. Steps are available as a function of the CRS license. The CRS Script Editor may be synchronized with the license on the CRS server. (© 2007 Cisco Systems, ine. CRS Scrint Ector 7Design Window: Drag and Drop Steps can be dragged and dropped into the design window to ereate the logic for a call Design Window: Drag and Drop * Logie flow of ‘serpt, top to eee ten ten ero eee bottom Dede ime wey FVOe * Drag and drop aon steps. ~ Highlight step and drag {Delay step) Point to the step that the new step will follow ~ Release and drop Design Window — Workspace for Step Assembly ‘The Design window provides a workspace for script step assembly. Drag the step icon from the Palette window and drop it onto the step it follows. To change the order of the steps, you can drag the icons from the old location to the new location. To delete a step, select the icon and press Delete. Drag and Drop the Steps from the Palette to Design Window Steps are placed in the script by dragging and dropping. Select the step, hold down the mouse button and drag it o the Design Window. Point to the step you wan the new step to follow and release the mouse button. The step is now placed in the logic flow 48 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Gisoo Systems, nc.Design Window: Step Properties Most steps have properties to define and specify the desired step functionality. Design Window: Step Properties + Right click on step for Properties option + Accesses the Customizer for that step + Example: Set step * Each type of step has different properties For example, the properties for the Set step consist of the variable “to assign a value to” and the value “to be assigned to the variable”. To display the step properties, right-click the icon to display a pop-up menu. (© 2007 Cisco Systems, nc. CRS SeiptEdtor 49Design Window: Customizer The Customizer allows you to define the step properties. Select the Properties option to display the Customizer. The Customizer allows you to define the properties for each step type. Si | Design Window: Customizer * Customizer defines stop properties. = Example: Specifies what valve to set for a variable + Other examples: Specifies what prompt to play or what database to access * Each step has a different customizer Pn Variable Window: Icons The Variable window allows you to create, modify, and view the local script variables. Use the Variable window icons to add, delete, and modify variables, Variable Window: Icons Add, Modify, Delete 4-10 Deploying Cisco Unified Contact Center Express (UGOXD) v2.0 {© 2007 isco Systoms, In.Variable Window: Edit ‘a Variable, elick the New Variable icon at the top of the Variable window. To create or modif} This displays the Edit Variable window. Define a name, type, and value (optional) for the new variable. Variable Window: Edit = To create, modify variables = Many variable data types = Integer = String ~ Boolean ~ Many more + See Expression Language Reference Guide ‘© 2007 Cisco Systems, ne. (ORS Script Editor 4-11Variable Window: Edit CRS variables offer a few more attributes to a variable. They are Final, Array, and Dimensions. Variable Window: Edit * Final ? omen * Parameter * Array * Dimensions = Type (Drop-down list.): Type of variable you want fo declare, This is either a friendly data type or a fully qualified Java class name (For example, java.util. ArrayList), = Name: Name of the variable you want to declare. m= Value (Expression,): Data you initially assign to a variable. The type of data you enter ‘must match the data type you declared in the Type field. Data can consist of valid expressions of the same type and can include final variables (ifthe variable for which the value is defined is not marked final). The CRS Script Editor evaluates initial values for variables before the first step in the seript is executed. For example, an expression such as would be evaluated at the time the seript executes and results in a data object representing the current date m= Final (Checkbox.): Ifenabled, marks the variable as one that cannot have its value changed. Such a variable is known as a constant and can be used to define other non-final variable initial values. m= Parameter (Checkbox.): If enabled, sets the value for this parameter in the CRS Administration web interface when you provision applications that use this script. m= Array (Checkbox.): If enabled, defines the variable as an array (seen by the ending [] on the variable type). = Dimensions (Cheekbox.): Ifenabled, allows you to use the drop-down list to define the dimensions of an array variable: — Ifset at 0, then the variable is not defined as an array. — fet to 2, it defines the variable as an array of dimension #2 Deploying Cisco Unified Contact Center Express (UGCXD) v2.0| (© 2007 Cisco Systems, In.Variable Window: Data Types ‘The CRS Script Editor provides the following built-in data types: Variable Window: Data Types * Many built-in variable data types * See CRS Scripting and Developers Guide for complete list Een (© 2007 Cisco Systems. Ine CRS SorptEditor 413Expression Editor: Friendly Data Types ‘The CRS platform offers several friendly data type names for use in variables and expressions. Expression Editor: Friendly Data Types ie Sz * slang ge Seon omcacasesser Seeron oe inary Owe [ eanmae ——[eon cco roar ncn em Tein est con cacao Dna oe [emer Om [imu Ter con caaoune er iene Babel [mea ead aa Rea ‘The following is a list of variable types available in the CRS Seript Editor. = Byte: A Byte variable represents an integer value with a value range from -128 to +127. Examples — 2 — 45 = Contact: A contact variable represents an internal contact created as a result of an external event, such as an incoming call, e-mail message or HTTP request. It can also represent an ‘outbound contact, such as an outbound call or an outbound email. A variable of this type references the resources related to the contact and lets you indicate which contacts a step should act upon. You cannot manually enter a contact as a variable value. Contact variables result only from the Create eMail step (from the eMail palette) the Place Call step (Call Contact palette), and/or the Get Trigger Info step (Contact palette). | Short: A Short variable represents an integer value with a value range of *32767. Examples: 32768 to 3456 — -3456 = Users A User variable represents a configured Cisco Unified CM User. A user variable can be returned by steps such as Name To User, Get User, or Select Resource step, and is used in other steps to extract information from the variable. 414 Deploying Cio Uniied Contact Centr Express (UCCXD) v2 0 (© 2007 Cisco Systems, ne= Session: A Session variable tracks contacts across the system. As the contact moves from one place to another, information can be tagged along and retrieved by a script. A Session variable can be thought of as a “shopping cart” in a web application. You cannot manually give a Session variable a value. Session variables can only be returned from the Get Contact Info step (Contact palette) and/or the Get Session step (Session palette). = Prompt: A Prompt variable contains information about what to play to a caller when a call is passed to a Media step. It can reference audio files in the prompt repository or on disk, concatenation of multiple prompts, or more complicated types of prompts, Examples P[J or SP[]—An empty prompt. (No prompt gets played back.) — _ P[AA\AAWelcome.wav]—A user-defined prompt located in the User Prompts directory. =| Grammar: The Grammar variable represents different options that can be selected by a caller using a Media input step (such as the Menu step). A grammar variable can represent grammars uploaded to the grammar repository or created using some of the existing steps. Examples: G{], SG[]—An empty grammar. (No value gets recognized.) — — G[grammar.graml]—A user-defined grammar located in the User Grammars directory. = Language: A Language variable is used to localize a particular resource in the system. It can be associated with a contact fo customize what prompts and grammars should be retrieved from the repository when required. Examples: — — Lfen_US} — — LifrcA] = Curreney: The Currency variable is used to identify a given curreney, such as the American Dollar (USD). and is useful when creating generated currency prompts that need to be tailored based on a given currency. Examples: — ctusp] CICAD] = Iterator: The Iterator variable corresponds to the Java java.util. Iterator class. = Boolean: A Boolean variable can be either true or false, and is primarily used by the If step in the General palette of the CRS Script Editor. © Character: A Character variable consists of characters, such as the letters in an alphabet. Examples: — Any escape sequence: Wt’, *w", N07, “in “AP, WY, SV = Document: A Document variable can be any type of document, such as a file, a URL, ora recording. Examples: — _ FILE{C:\Documents\mydoe.txt] URL [http://evbuweb/mydoc.asp?number=23] — _ TEXT|Some text to be stored in document] {© 2007 Cisco Systems, ine. CRS Script Edtor 4-15Float: A Float variable consists of decimal numbers. Examples: — 3.14159 — 26-12 — -100 Integer: An Integer variable consists of whole numbers, from -2147483648 to 2147483647, inclusive. Examples 234556789 — 0 — 23 String: A String variable consists of a set of Unicode characters, from “\u0000" to “\wfifT” inclusive. Examples: “Hello”, “CAWIN characters, T\win.ini—Supports any escape characters or Unicode "This is a quoted string\"™, u*\tHello”, u\u2222\u0065" :\WINNT\\win ini”—Supports he same escape sequences or Unicode characters described for the Character type Date: The Date variable contains date information, Examples: — Dinow] — ppi23is2) — Dee 13, 1952] : The Time v: — Tinow] — 11339 AM] — — TLI1:59:58 PM EST] iable contains time information. Examples: BigDecimal: The BigDecimal variable consists of an arbitrary-precision integer along with a scale, where the scale is the number of digits to the right of the decimal point Examples (same as Float variable): — 3.14159 DB 2E-12 DB — -100 DB BigInteger: The Biginteger variable represents arbitrary-precision integers. Examples (same as Integer variable): — 234556789 1B OB — 2318 416 Deploying Cisco Unified Contact Genter Express (UCOXD) v2.0 (© 2007 Cisco Systems. Ine© Double: The Double variable represents an expanded Float variable. Examples (same as Float variable): 3.14159 D — 2612D — -100D = Long: The Long variable is an expanded Integer variable. Examples (same as Integer variable): — 234556789 L — OL — 234 (© 2007 Cisoo Systems, ine ORS Seipt Eater 417Expression Editor Panel Expressions are useful if you do not know the exact value at design time and instead enter a formula that can be evaluated at run time. The expression editor helps write expressions as well as enables use of Java objects in a convenient manner. Example Expression Panel All drop-downs now offer variables of the correct type and well-known choices. This is an example of an Expression Panel for the If step. Expression Editor Panel Input Text Field Drop-down list of variables and well-known choices To access expression dialog Expressions Supported ‘The CRS Expression Language syntax is backwards compatible with the previous releases of the Expression Language and is enhanced to suppor the following: = All numerical operators © All boolean operators (?:, |, &, && = Variables manipulation operators (= +=, ==. =...) = All primitive Java data types (void, byte, shor, float, double, int, ...) = All numerical literals (31, SL, 6.3E4F, 5.54D, ...) = All Biginteger and BigDecimal literals (231B, 45.51D) Hexadecimal numbers (0x24, Ox2F44FL, ...) ‘= Additional prompt operators (substitute prompt, random prompt, day of week prompt, time of day prompt) = Additional document operators (day of week document, time of day document, ...) = Additional grammar operators (compound grammars, indexing of compound grammars) 78 ‘Deploying Cisco Unies Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, in.= User and system document representation. = Customizing some prompt generation (S[23.33, CIFRF]}, ...) ) ‘= Block comments and line comments within the expression similar to C++ and Java = Typecasting ((int)23. = Creating user-specified objects using the new operator (new java.util. Vector), ...) © Fullarray creation and indexing support (new int{] (3, 4}, intVar{2), intVar length, ...) = Complex block expression with return statement (return 5 * L000Ls} = Full Java-like statement support in complex block expression (if, while, do-while, for, switch, try-catch-finally, throw, break, continue, default ..) = Full Java-like supports for labels inside complex block expression ( {loop: while(true) fowhile (true) {break loops} }, ...) = Local variable definition inside complex block expression ({int j = 5; return j +2;}, ...) {© 2007 Cisco Systems, Ine. CRS Serpt Editor 419Expression Editor Window This is an example of the new Expression Editor window. a Expression Editor Window Expression Value _Input Toxt Field List of Variables Toolbar Toolbar Tips In the Expression Editor window, you can enter an expression in the text field, or you can use the Variable Expression Dialog Box drop-down menu to get quick access to variables you have previously defined in the script. When you choose a variable from the Variable drop-down ‘menu, the variable name appears in the input text field, After you enter the expression, click OK. The Expression Editor closes. “420 Deploying Cisco Unified Contact Genter Express (UCCXD) v2.0 (© 2007 Cisea Systems, IneNames and Conventions Is important to establish variable names and naming conventions when you first create your script, because it requires more maintenance if you change variable names further into your development. Names and Conventions * Establish variable names and naming conventions early * Example for Variable: zipCode — Atleast two words — Lowercase, then uppercase words + Example for Label: CALLER_TROUBLE — Atleast two words ~ All uppercase for visibility * Example for filenames: PA_WelcomePrompt.wav “PAT indicates Physician Assistant application For example, if you create a variable name and use it to define a property in a step and then change the name of the variable, you will have to reconfigure the step property to reference the new variable name. Therefore, the more variable names you change, the more step properties ‘you will likely have to update. ‘At this time, there is no method to search for variables using the CRS Script Editor. ‘© 2007 Cisco Systems, Ine CRS SerptEator 4.21Message Window The message window provides information about script validation and debug status. = Validation Information + Debug Status Validation Scripts can be validated in the CRS Script Editor by choosing Tools > Validate. The validation process assures you have addressed the property issues for each step. When validating your script, Validation errors appear in the Message window. Double-click on a message to highlight the associated step in the Design window. Debug ‘The message window will report when debug sessions are in session and errors found during debug. Debug messages will also appear in the Message window. 422 Deploying Cisco Uniied Contact Genter Express (UCCXD) v2.0 18 2007 Cisco Systems, nc.Script Management: Four Steps Scripts must be uploaded so the applications can use them or script developers can debug and test the scripts. Prompts must be uploaded so the .wav files can be heard by the caller when the script runs. There are four steps required to manage scripts and make them available to the CRS applications: Script Management: Four Steps In the CRS Script Editor: 1, Validate the script 2. Save As the script to your hard drive or Script Repository In CRS Administration > ‘Script Manageme! Upload script to the 3 egret. rnsemranin CRS Repository Refresh the script and application in the CRS server memory These four steps are required to manage scripts and make them available to the CRS applications: Step Validate Step2 Save As Step3 Upload Step4 Refresh {© 2007 Cisco Systems, In. (ORS Script Editor 423Step One: Validate In the CRS Script Editor, select Tools > Validate, This process assures that all of the step properties have been properly configured. Attempting to load an un-validated seript into the repository wi service. ‘cause an error to be displayed and will ike the JTAPI subsystem into partial Step 1: Validate > Validate = Validation should be successful = Ifnot successful, click on error in message window, locate = CRS Editor > Tools bi sda li 7ALOATON RRS (Get 08 Sun nec varabi comtc egretson Eeressonk and repair a, Novae "apCose’ used in 06 Read Seo SOL stn is not dened 1 Cvertes Fong td gure Zptoae con sco ees [rete Ceraaedongt hot waumert ode concicco wares 424 Deploying Cisco Uned Contact Genter Express (UCCXD) v2.0 (© 2007 Cisco Systems, ne.Step Two: Save As In the CRS Script Editor, use File > “Save As” to save your seript (.aef) to the hard drive on the developer PC. Usually this is saved in a folder designated for a specific project. Usin AS” allows you to review where the file will be saved to avoid writing over other files. Step 2: Save As * CRS Editor > File > Save As * Saves .aef file to: = PC hard drive, or Seript Repository * Save As allows developer to see where file is saved, avoiding misplaced scripts a Save {© 2007 Cisco Systems, In. (CRS SerptEator +25,Steps Three and Four: Upload and Refresh The last two steps are conducted in the CRS Application Administration pages, Steps 3 & 4: Script Upload, Refresh = CRS Manage Scripts pages = Add a Script or Upload to repository * Refresh script when prompted * Refresh application | when prompted | * When uploading to the Script Repository, refresh the script Step Three: Upload On the CRS Manage Scripts page, a developer may add a new script, or upload a new version to the Repository. ‘This process loads the script into the Repository database and makes it available for configured applications Additionally, the prompts (.wav files) used by the script must be copied to the CRS server into the appropriate prompt directory Step Four: Refresh When uploading scripts at the CRS Manage Scripts Page, you are prompted to refresh the scripts and the applications when uploading a script. This causes the CRS memory to reaequire the script from the Repository and refresh it's memory for future 426 Deploying Cisco Unies Contact Genter Express (UCCXD) v2.0 {© 2007 Cis00 Systems, Ine.Debugging Scripts Scripts can be debugged in the CRS Seript Editor. During a call, the script developer can follow the call logic, examine the variable values, listen to prompts and watch external functions such as database lookups. Debugging Scripts: Two Types * Non-event-triggered — Does not require incoming call HTTP- or application-riggered Can be tested on CRS Editor PC * Event-triggered — Requires an external event (incoming phone call) ~ Script must be uploaded in script repository ‘There are two types of debugging using the Cisco CRS Script Editor: = Non-event triggered debugging is for testing scripts that require no external events (i.., incoming call) For example: Testing scripts that only derive their steps from the General palette and do not use media, m= Event-trigge ed debugging is for testing applications that depend on external events For example: Testing scripts that initiate actions based on an incoming phone call (© 2007 Cisse Systems, no (ORS SerptEdtor 4-27Debug Toolbar Options You can insert, enable, disable and clear breakpoints using the Debug drop-down menu or toolbar debug icons for both event and non-event application debugging. Debugging Scripts: Toolbar Step Disable Break Over Breakpoint iene Fle Edt Tools Cebug Wndow Settnge ose & Me Insert Clear All Start End Breakpoint —Breakpoints Breakpoints allow you to stop the execution of your script at a certain point allowing you to step through the script from that point. This allows you to see the values of your variables change in the Variable window as you execute each step. = For non-event triggered debugging, use the Debug drop-down menu or the toolbar debug icons for managing the debugger (ie, Start, Step Over) m= For event-triggered debug run the debugger using the Debug > Reactive Seript 228 ‘Deploying Gisoo United Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, Ine.Debugging Scripts: Four More Steps ‘The first four steps, previously described, are to validate, save as, upload and refresh. This assures the correct version of the script is in memory so we can debug it. Debugging Scripts: Four More Steps 5. Start Debug > Reactive Script 6. Call the application 7. Step though the script, analyze results — Listen for correct prompts — Observe variables change value — Observe anticipated logic flow 8. End the debug session ‘The debug process is done in four steps, steps 5-8, {© 2007 Cisoo Systems, ne (ORS Script Eattor 429Step Five: Start Debug (Reactive Script) In the CRS Script Editor, chose Debug > Reactive Script el Step 5: Start Debug * Debug > Reactive Script * Starts the Debug process on CRS server * Script File Name is case- sensitive! * Wait Time; time to wait for the call before expiring the debug on the CRS server + Pending Response permits cancellation of pending debug sessions Note The script FileName must match exactly (including case) here as on the Application Configuration page of the Application Administration interface. Although Windows is not ‘case sensitive and the Reactive Script will appear to accept incorrect case, the debugger wil ol find the script and therefore not be able to display a debug window of the script Specify the script (.aef) to be debugged and the wait time for an external event (phone call) to trigger the application, “430 Deploying Clsco Unified Contact Cantor Express (UCCXD) v2.0 (© 2007 Cisco Systems, ine.Step Six: Call the Application Call the application so the debugger triggers the application and pops opens the script in the CRS Script Editor design window. Step 6: Call the Application * Call the application using the CTI Route Point directory number * The script from the CRS memory will pop onto the CRS Script Editor Design window * Step over past the Accept step to answer the call {© 2007 Cisco Systems, ne (ORS Seipt Eator 431Step Seven: Step through the Script Use the Step-over icon to proceed one step at a time through the script. Watch the Variable ‘window to view variable values that change as a result of the running script as you step through your script. Listen to the prompts and observe external behaviors. Step 7: Step Through the Script " Use the Step Over button to advance through the script * Observe changes in variable values * Enter digits when prompted * Listen to the prompts $32 Deploying Cisco Unileg Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Inc.Step Eight: End the Debug Session ‘The debug session can be ended by: = Completing the debug trip through the script and encountering the Terminate and End steps. = Choosing the End icon m= Sel Ling Pending Responses to manually end the session on the CRS server. Step 8: End the Debug Session * Click on the End icon to end the session + Ifo call was made, kill the debug session by selecting Pending Response to cancel debug {© 2007 Cisco Systems, Ine (CRS Seipt Editor 433Alarms and Traces Alarms and traces are used to help resolve issues with CRS seripts. Con and traces can help isolate certain issues. Alarms and Traces: Configuration * Sets Alarm Settings for: Alarm Configuration CRS Admin ORS Engine CRS Esitor ne CRS Cluster View Daemon ORSSQL mee “ Server * This page is for Alarm Server Configuration Alarm and Trace Configuration The Alarm and Trace Configuration Administration pages are used to define Alarm Server, trace file settings and tracing options for the following: = CRS Administration = CRS Engine sc Script Editor = CRS Cluster View Daemon = CRS SQL Server “434 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0 (© 2007 Cisco Systems, ne.Trace File Configuration Trace file configuration sets the properties for trace files to include prefix, file extension, number of files and the file size Trace File Configuration + Sets the prefix extension and [MMMM rere ieecC inert) size of trace file eke crore Bets este 2 ter Trace Configuration Trace configuration sets the components to be debugged. Trace Configuration * Filters traces trace files Trace Configuration = Expanded view srssrsiyiteue aca = Example: DB steps * Extensive debugging can harm performance * Always clear expanded options 18 2007 Cisco Systems, ne. ERS Serpt Editor 4.35View Trace Files To view the trace files, return to the control center and follow the links to the Server Traces. i i View Trace Files * System > Control Center > Servers> Server Traces * Traces provided by function iene Server Traces “435 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0, {© 2007 Cisco Systems, in.Summary This topic summarizes the key points discussed in this lesson. Summary Navigate the CRS Script Editor functionality * Create, delete, and edit variables * Save and upload valid scripts to the repository * Perform the debug process to test a script * Troubleshoot an application and script using trace files References For additional information, refer to these resources: = Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts § Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Cisco CRS Scripting and Development Series: Volume 3, Expression Language Reference "Unified CCX CTI Protocol Developer Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Lab Exercise 4 to experiment with the CRS Seript Editor {© 2007 Cisco Systems, nc CRS SeiptEdior 437Lesson 5 Basic Script Editor Steps Overview This lesson discusses the basic Script Editor Steps and procedures. To support this discussion, ‘we will use the Script Editor to start a simple workflow script that will answer a call, respond with an announcement, speak the calling number, and disconnect the call. Starting with these basic steps, we will build a ‘locator-type” workflow seript that will allow a caller to locate a specific type of physician assistant within the zip code area of the caller. Properly created seripts are very flexible and can bi requirements. changed to support new business To facilitate easy script maintenance, developers use comments to outline and explain the seript structure, Important comments include script and application names, developer name, implementation date and revision date. Each function performed by the script should be commented. Script maintenance may also include adding or adjusting voice prompts to reflect changes in pricing, company name, procedural instructions or other business events Objectives Upon completing this lesson, you will be able to start creating a CRS Editor script using the basic steps of a script. This ability includes being able to meet these objectives: = Create a simple script workflow to answer a call = Add comments to identify and explain the script and subsequent groups of steps = Play voice prompts to share information or instructions with callers m= Terminate and end a call Validate, Save As, Upload, Refresh, and Debug a scriptStart a New Script To create a new script in the Cisco Script Editor, choose File > New. This will display a new script in the Design window and automatically insert the Start step. Start a New Script = File > New * Start step is placed automatically * Optionally start a script by clicking the “New Script” button ‘52 Deploying Cisco Unified Contact Genter Express (UGCXD) v2.0, (© 2007 Cisco Systems, In.Start/End ‘When creating a new script, the Start step is automatically added to the script as the first step. Pa Start / End = Drag and Saar drop the End Step F sex * Last step "Brae 3 in the gosen script Paired with the Start step is the End step. The End step should be added as the last step in your script to complete processing and free all allocated resources. Any contact (call, HTTP request, ‘oF email) still active by the time the End step is executed, will automatically be processed by the system default logic. These two steps have no properties. {© 2007 Gis0o Systems, ne Basic Scipt Edior Steps 5-3Accept/Terminate Accept is paired with either the Terminate or the Redirect step, Accept / Terminate media resources, answers the call ‘een Bscmnuere * Terminate Step fends the call flow, releases Bscomt resources Smee The Accept ep answers a call, The Terminate step di = Accept Step assigns CTI ports, [ft tat bn re Se selects osu 6 ian “onneets from a call and frees any hanging resources, The Terminate step is never used with the Redirect step. 54 Deploying Cisco Untied Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems neAnnotate [Annotate step allows you to add comments to your script. You may right-click on the Annotate step to display the Customizer and enter descriptive text. Tis step is recommended to provide notes tothe next script designer who might work on this script, ‘The Annotate step no longer requires underscores to keep the text from truncating. You may center text, hit return and all of the text will be displayed, ‘The Annotate function is now included in almost all steps in the pallet. Annotate (Comments) "Comment on: apgeaeanaseness enters rere — Purpose Le ~ Author Contact info = Accepts CR and additional lines of text * Annotate function now available within —_ 1B coms most steps. ean {© 2007 Cisso Systems, ne. asic Sept Edtor Steps 5-5Play Prompt The Play Prompt step is used to play a voice prompt that gives instructions or provides information to the caller. Play Prompt = Plays value of prompt type variable = Prompts can ~ Generated, Conditional, or Container prompt = TTS prompt * Example: Value of variable greetingMsg is: P[PA\PA_GreetingMsg] The prompt to be played may be = A sway file located on the CRS server = A prompt created by one of the following steps: Gs ie Generated Prompt — Create Conditional Prompt — Create Container Prompt = A prompt created by the Create TTS Prompt step ‘56 Deploying Cisco Unified Contact Center Express (UCGXD) v2.0, {© 2007 Cisco Systems, InProperty Tabs The properties for the Play Prompt step are as follows: Play Prompt = Contact * Interruptible by system + Prompt, either variable or filename * Barge In by caller * Continue on prompt error + Flush Input Buffer clears previous caller entries General Tab Identifies the type of contact and to designates whether or not the prompt is interruptible by the system. A system interrupt example might be when an agent becomes available and the prompt is interrupted and the caller is transferred to the agent, Prompt Tab The Prompt Tab specifies the address of the prompt to be played and to set Barge In and. Continue on Prompt Errors status. Addresses can be specified by the file name or by a prompt variable whose value points to a file name, The variable approach is very flexible and allows prompts and announcements to change dynamically during run time. = File Name: Enter the media address manually by specifying the location and name of the wav file containing the speech phrase. The filename must be in quotes because it is a string. m= Select a Prompt Variable: Select a pre-defined variable that contains the .wav filename by selecting the variable name. The variable should be created first and the variable type should be ‘prompt’. Place the value of a prompt type variable within the brackets: Pf] where P indicates a user prompt. (© 2007 Cisoo Systems, ne. Basie Sept Edtor Steps STPrompt Variable Types ‘The variables designated as variable type “Prompt” may require a certain format: = P[PL\PL_Welcome] represents a user-defined prompt located in the User Prompts directory. This example specifies the user file PL_Weleome in the subdirectory PL. The filename must be encased within the brackets P[filename]. The extension “.wav" is optional, not required = SPifilename| represents a system-defined prompt located in the Systems Prompts directory. = DP{S00] represents a delay prompt of the specified number of milliseconds, © S[Chatham] represents specified text which will be spelled out to the caller. = TTS[Mary Cunningham] represents a prompt where the specified text is spoken using the system default TTS provider. ‘= [4] represents a prompt that will be played in ordinal format, ie. “Fourth”, Many other formats are available using the Create Gi discussed in a later lesson. erated Prompt step which will be Interruptible Barge In Prompts can be interruptible or uninterruptible depending on application needs. IF-Yes, the prompt playback can be interrupted by other script processes, = IFNo, the prompt must complete playback before other script processes can execute. = IFYes, the caller ean interrupt the prompt. If'No, the prompt must complete playing before the caller can respond. Continue on Prompt Errors = IF Yes, the script continues to the next step in the script ‘= IfNo, an exception is thrown, that can then be handled in the script Flush Input Buffer A value of Yes causes the system to erase previously entered input before capturing user input The default is No, that allows callers to type ahead and have the input saved ‘58 Deploying Cieco Unified Contact Genter Express (UCGXD) v2.0 {© 2007 Cisco Systems, IneExtended Play Prompt The Extended Play Prompt step has the same functionality as the Play Prompt step. This is to play prompts back to the caller with the additional capability of using the Expression Editor for conditional testing, This allows you to do build more comprehensive expressions and to test for variables set during the script ‘= Boolean expressions are permitted for Interruptible and Flush Input Buffer a Most Properties Can Be Defined Using Variables Extended Play Prompt Se] * Sets Boolean expressions for: — Interruptible ~ Barge In ss Piya ICANN St. = Continue Flush Input he sows =) Butter eo =a Sa = Example: Prompt must be played in full when Boolean variable allowCallerBargein = True during run time ey 2 2 Interruptible Boolean - if the expression evaluates to false, the step completes only after the prompt plays. If the expression evaluates to true, the step completes when an agent becomes available or for some other system reason. This is a system interrupt and is usually set to “true” in an Unified CCX deployment so a call ean be sent to the agent without delay. Flush Input Buffer Boolean - if the expression evaluates to true, the input buffer is cleared before playing the prompt. The default is true. However, if you want to save all DTMF keys entered before this step executes, set this value to false. (© 2007 Cisco Systems, Ine. Basie Script Ector Steps 5.8Get Call Contact Info ‘The CRS system can provide information to the script using several different steps. The Get Call Contact step is used to access call-specitic information and to store values in selected variables in the script. Get Call Contact Info « Provides script (eee wi contact info e * May be used to Scene Sipps evaluate DNIS * Attributes: Call Contact Sterns ~ Calling Number = ~ Called Number ~ Arrival Type (Transfer, Direct) ~ Last Redirected Number ~ Original Called Number You can use this step to handle a call in a variety of ways depending on the source of the call and other properties associated with the session. For example, you can use this step with a Redirect step to transfer a call to another extension or with a Prompt step to play any of a ‘number of voice prompts. This is a summary of the properties to be configured in the Get Call Contact Info step customizer: Call Contact: Default is Triggering Contact unless another contact is defined. 1g Number: The number of the originator of the call. If the call is an outbound call, this would be the number dialed out, (ANI) = Called Number: The number called from the perspective of the calling party. (DNIS) m= Arrival Type: — _ UNKNOWN: The system is unable to determine how the call arrived. — DIRECT: An incoming call that comes directly from the originator. — _ REDIRECT: An incoming call that was redirected to this script. — FORWARD_ALL: An incoming call that was forwarded from the destination of the original call — FORWARD_BUSY: Call that was forwarded to the current script because the original extension was busy. 510 Deploying Cisco United Contact Center Express (UCCXD) v2.0 (© 2007 Ciseo Systems, ne.— FORWARD_NO_ANSWER: A call that was forwarded to the current script because the original extension exceeded the maximum number of rings. — TRANSF feature, .n incoming call that originated locally as part of the Transfer = Last Redirected Number: The number from which the last call diversion or transfer was invoked. This is the number at which the call was placed immediately before the current number. = Original Called Number: Number called from the perspective of the called party. 1© 2007 Cisco Systems, ne. Basie Soipt Eator Steps 1Delay The Delay step is used to pause script processing for a specified number of seconds, To customize the Delay step, enter the time to delay in seconds or any valid expression, You can use the Expression Editor to help you build and validate your expression Delay * Delays the scriptin (eae seconds x = Paces the script 2. « Allows time for Er saraoenntne tecerrenn caller to write or process information * Example: Delays the script for 2 seconds As an example, the Delay step could be used to insert a pause between the delivery of information to the caller and the next menu selection. This would allow the caller time to write down the information. 5512 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, In.Summary This section summarizes the key points you leamed in this lesson. Summary * Starting a new script * Start and End steps * Accept and Terminate steps. = Annotate step (Comment) * Play Prompt and Extended Play Prompt steps * Get Call Contact info step = Delay step References For additional information, refer to these resources = Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts = Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference = Cisco CRS Seripting and Development Series: Volume 3, Expression Language Reference = Unified CCX CTI Protocol Developer Guide Cisco CRS Historical Reports User Guide = Cisco CRS Historical Reporting Administrator and Developer Guide Next Steps For the associated lab exercise, refer to the following section of the course Lab Guide: = Lab Exercise 5 to start your new seript. (© 2007 Ciseo Systems, nc. Basle Scipt Edior Steps 5-13Lesson 6 Caller and System Inputs Overview This lesson discusses the Script Editor Steps and procedures to accept DTMF input from a caller. Procedures to accept speech from a caller are covered in a later lesson. To support the discussion, we will use the Script Editor to enhance the Locator workflow script to accept caller input that includes: m= AGet Digit String step to collect Zip Code digits from the caller m= A Menu step so the caller ean select the type of physician to be located from a list Now that we have learned to accept a call and play a message, the next step is to aecept input from the caller. What the caller inputs is placed into variables and used by the script, Proper collection and storage of the caller inputs allows the script to assemble a database query to locate the physicians. If-callers are to perceive CRS workflows as valuable, scripts must be designed for easy use. Menu choices should be limited (best practice maximum is 5), presented in most likely order and consistent (e.g., use same key for ‘repeat information’ in all situations) In setting up prompts, a key decision is whether to allow callers to “barge-in” or interrupt the prompt. To allow experienced users to interact efficiently with the script, interrupt is typically enabled for prompts that route calls and/or collect information. “Barge-in” is typically turned off for error announcements. If a caller is having difficulty, the error announcement can help the caller understand how to interact successfully with the seript. Additionally, several script steps provide input from the system to provide system information such as called number, ASR status, and language, The information may be inserted into variables and the script can evaluate the variables to alter the logical flow of the call through the script. An example isto play the sales message if the called number is the sales number.Objectives Upon completing this lesson, you will be able to add functionality to the script using the steps to collect information from the caller to determine the caller’s abjectives. This ability includes being able to meet these objectives: © Collect information from a caller by presenting a list of choices using the Menu step. = Collect digits from a caller by using the Get Digits step © Get information from the system to alter the logic of the call flow = Validate, save as, upload, refresh and debug the seript ©2 Deploying Cisco Unifed Contact Genter Express (UCCXD) 20 {© 2007 Cisco Systems, IncLabel Use the Label step to identify a specific location ina script. Right-click he Label step and select Properties. This displays the eustomizer where you enter the label name. Labels are usually defined as the target for a Goto step within the same scrip. Label Serr * Milestone in script * Enter Label Name * All caps recommended * Used for logic branching = May be embedded into most steps = Find Label function * A place to “Go To” (© 2007 Cisco Systems, ine. Caller and System Input «63Goto Use the Goto step to cause the script logic to branch to a specified Label step within the same script. In the customizer, select the Label from the drop-down list. An example of 2 Goto step ‘would be to allow a caller to go back to the main menu. Goto * Select a label to Goto * Label must exist in the pull-down menu The Goto step, in conjunction with a Label step, allows the script programmer to jump to any ‘other section of the script. (64 Deploying Cisco Uniied Contact Genter Express (UCOXD) v2.0 {© 2007 Cisco Systems, neLabel and Annotate ‘The Label and Annotate steps are now embedded into the properties of many steps Colors Label and Annotate Simms * Label and Annotate may now be embedded Label into most steps. * Script text colors ~ Labels: Blue ~ Steps: Dark Green ~ Qutput Branches: Red- Brown Annotations: Gray ~ Descriptions: Black = Find Label function Fy Se rome DD conact rare The script is now color-coded for ease of use, The color code is as follows. = Labels: Blue = Steps: Dark Green = Output Branches: Red-Brown = Annotations: Gray = Descriptions: Black {© 2007 Cisco Systoms, Ine Caller and System Input 65Get Digit String UUse the Get Digit String step to capture either a DTMF or spoken digit string from the usr in response toa prompt, When using ASR, the prompt should ask the caller to "pressor say” the digit string Get Digit String Get Digit String listens for input until the caller: + Presses the terminating key (#) * Exhausts the defined maximum number of retries defined in the step * Does not respond before timeout limit is reached * Enters the maximum number of keys (best) * Spoke a complete utterance of the digits (ASR) The Get Digit String step waits for input until the user does one of the following: = Presses the terminating key (DTMF only) = Exhausts the defined maximum number of retries = Does not respond before timeout limit is reached = Enters the maximum number of keys (DTMF only) = Spoke a complete utterance of the digits (ASR) G6 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 {© 2007 Cisco Systems, In.About Output Branches In ASR mode, the step can take an entire spoken digit string, but only returns the digit result up to the specified Input Length. Users must speak digits individually. For example, | 2 3 4 must be spoken “one-two-three-four” instead of “twelve thirty-four”. Get Digit String: About Output Branches = Depending on caller 2 cer.ze.cove seme input validity, three Fo ate a -tasenco) output branches a = Successful: Input L aad was valid croc ceteene Timeout: After retry oC ntcaeteres = 21 Im was reached, Bw cen rons the lat try tne out ak Unsuccessful After ry aera limit was reached, aS aninvats key wat oe pressed, ofc invalid Tee Walue was spoken a + Default Output Branches ——— available for most steps CREE meccocn The Get Digit String step provides three output branches: m= Suecessful: Input was valid = Timeout: After the retry limit was reached, the last try timed out. m= Unsuccessful: After retry limit was reached, an invalid key was pressed, or an invalid value was spoken The Get Digit String step is usually used in conjunction with another step. For example, if the caller entered an extension at the input step, the value would be stored as a value in a variable. ‘The value could then be used in the Redirect step to transfer the caller to a directory number. ‘The following sections describe the four tab options of the Get Digit String step. (© 2007 Cisco Systems, Ine Calor and System Input G7General and Prompt Tabs These are the General and Prompt tabs. Get Digit String: General and Prompt Tabs = Contact * Result Digit String (Variable) = Prompt to be played = Barge In * Continue on prompt errors sewn The following parameters are configured on the Get Digit String General tab: = Contact: The default is Triggering Contact, unless another contact is specified = Result Digit String: The name of the variable that stores the keys that the user enters or speaks. = Interruptible: Yes or No. If Yes, the seript interrupts the prompt as soon as the system finds an available agent. If No, the prompt completes before any entered keys are processed. Use the Prompt tab of the Get Digit String step to specify a prompt, and set Barge In and Continue on Prompt Errors status. = Prompt: Prompt to be played to the caller to ask for digits, must be specific and concise. = Barge In: If Yes, the caller can interrupt the prompt. If No, the prompt must complete playing before the caller can respond. Continue on Prompt Errors: If Yes, the step continues with the next prompt in the list if'a prompt error occurs, o. if this prompt was the last in the list, the step waits for input from the caller. If No an exception results, which can then be handled in the script. 8 Deploying Cisco Unified Contact Center Express (UCOXD) v2.0 (© 2007 Cisco Systems, Ine.Input and Filter Tabs ‘These are the Input and Filter tabs, Get Digit String: Input and Filter Tabs * Input length * Terminating key * Cancel key * Max. retries * Initial timeout * Interdigit timeout * Flush input buffer * Clear DTMF buffer on retry Use the Input tab of the Get Digit String step to set conditions for receiving the caller's input. = Maximum Retries: The number of times a new entry can be entered after a timeout or invalid key, After the maximum number of retries is reached, the step continues on the Timeout or Unsuccessful output branch, depending on whether the last try timed out or an invalid key was entered. Upon retry due to an invalid key, a system prompt plays if none is specified. A “0” value means that no retry is allowed and thatthe script must handle the retry scenario = Initial Timeout (in see): The time the system waits for inital input from the user. Interdigit Timeout (in see): The time that the system waits for the user to enter the next digit, afler receiving initial input from the user (DTMF). Flush Input Buffer: A Yes value causes the system to erase previously entered input before capturing user input, The default value is No, which allows callers to type ahead and have the previously entered data saved. = Clear DTMF Buffer on Retry: If this value is Yes, the script clears the DTMF buffer before each retry Use the Filter tab of the Get Digit String step to specify the input length the specific digits that can be accepted from the caller. Ifthe caller enters digits that are not allowed, the system plays. an error prompt for the caller and retries the step until the maximum number of reached. At that time, the Unsuccessful output branch executes, = Input Length: Maximum number of digits or characters. When this limit is reached, the script uses input already entered. If you are using a terminating key, remember to include it when determining the Input Length {© 2007 Cisco Systems, Ine. Caller and System Input© Terminating Key: Key used to indicate the end of user input (DTMFonly). The terminating key overrides the Maximum Input Length to terminate input. Ifthe caller enters, the terminating key before entering all requested input, the Successful output branch will still be taken, so be sure to validate the input length, = Cancel Key: Key the user presses to start over. {10 Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 (© 2007 Cisco Systems, ncExtended Get Digit String ‘The Extended Get Digit String step behaves exactly like the Get Digit String step. with two ‘exceptions. First, with the Extended Get Digit String step, you can enter a Boolean expression for the Interruptible and Clear DIMF Buffer on Retry fields. Secondly, although the same limits apply to both steps, most of the Extended Get Digit String properties can be defined using variables that can be changed while the seript is running, * Boolean-Type expressions for: Input length ~ Terminating key Interruptible Bnew see te = Flush DTMF Buffer on Retry — Barge In ~ Continue on Prompt Error Flush Input Buffer ~ Clear DTMF on Retry General Tab = Contact: The default isthe Triggering Contact, unless another contact is specified m= Result Digit String: Variable that holds the resulting digit string. = Interruptible — False: the step completes only after the prompt is played. — True: the step completes when an agent becomes available. Prompt Tab = Prompt Input: Prompt used for caller to input digit string, = Barge In — Iftrue, the caller ean interrupt the prompt. If false, the prompt must complete playing before the caller can respond = Continue on Prompt Error — If true, the script continues to the next step in the seript. — If false, an exception is thrown, which can then be handled in the script, (© 2007 Cisco Systems, Ine Caller and System input 6-11