UCCX Study and Present

Implementing New
Features and
Troubleshooting UCCX
Chris West – Collaboration Systems Engineer

BRKCCT-2019
Cisco Spark
Questions?
Use Cisco Spark to communicate
with the speaker after the session
How
1. Find this session in the Cisco Live Mobile App
2. Click “Join the Discussion”
3. Install Spark or go directly to the space
4. Enter messages/questions in the space
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
Agenda
• Unified Contact Centre Express Overview
• Version 11.5 Recap and What’s New in Version 11.6
• Leveraging New Features for Agents, Supervisors and Administration
• Moving from Multi-Channel to Omni-Channel
• Authentication & Authorisation with SSO
• Questions & Answers
UCCX Overview
Cisco Customer Collaboration Platforms
Target Size As a Service On Premise
Cisco Unified
Large Contact Center
Contact Centre Cisco Hosted Enterprise (CCE)
Collaboration Cisco
Solution for Packaged
Contact Center CCE
Small (HCS for CC) Cisco Unified
Contact Center
Contact Centre
Express (CCX)
Cisco Spark Care

Team
BRKCCT-2019 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
Unified Contact Center Express 11.6
Chat Social
Email
Video
Workforce
Voice
Optimisation
Reporting
Finesse
Context
Service
Recording
API
Virtualised Ecosystem
UCCX 11.5 Recap
UCCX11.5
User Experience Reporting WFO
• Single Sign On • New User Experience
• End of Life for QM
• Chrome support • Email Live Data
• WFM
• Additional Historical
• What-if modeling
Reports
• Agent alerts
Desktop
• Windows 10
• Office 365 for Email Context Service Licensing
• Toaster notification for • EoL for Standard Licenses
• Phase 2: Support for
incoming contacts
Voice, Email and Web • HA included with 25 seat
• Configurable height for Chat bundles
Team Performance
• Offbox CUIC Pre with CCX
Gadget
Premium Licenses
BRKCCT-2019 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 16
UCCX 11.6
How is it different?
CCX 11.6 Enhancements Summary NEW
Agent Experience Supervisor Experience Admin Experience
State management Monitoring Infrastructure

Voice interactions Reporting Configuration
Email Operation
Web chat
NEW
CCX – Core System Improvements with 11.6
• Finesse failover enhancements

• SocialMiner on BE6000
• Proxy and Header support for REST API
• Automatic import of outbound contacts
• Ability to access Not Ready reason codes from script
• TLS 1.2
Infrastructure Support
Desktop
Browser Support
Chrome (48 >)
Email Firefox (45 >)
IE (11)
2016
2013
2010
Virtualisation Support
UCS 3rd-party Spec-
Based
• Providing choice in virtualised server models and hardware

configuration
• vMotion is supported when UCCX VMs are installed on shared storage
(SAN)
• vMotion is not supported for real-time load-balancing of UCCX VMs
• Hypervisor ESXi 5.0 U1, 5.1, 5.5, 6.0 (with VMV9) and 6.5 are
supported
• Hyperflex is supported
• Boot from SAN is supported
• Three OVA profiles are available for easy deployment
REST APIs
• Provisioning
o Call Control Group, Grammar, Prompt and Documents,
Trigger
• Configuration
o Agents, Skills, CSQs, Resource Groups, Teams
• Outbound Campaign Management

o Get, Create, Modify, Delete
o Import Contacts
• Finesse Desktop APIs

• SocialMiner web chat and search
• Interaction with 3rd party services
Finesse
Where Everything
Comes Together
Experience Centric – Cisco Finesse Integrated Desktop
Revolutionising Agent & Supervisor Experiences
Agent/Supervisor Features Custom screen layout
Contacts
Reason Codes Consult Call
End Call
Phonebooks
Email/Chat State BRKCCT-2019 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
Finesse Agent Enhancements
Call variables Conference/Hold Transfer Call Wrap-up Codes
NEW
NEW
Make a Call
Using Your
Call History
Recent Call
History
NEW
NEW
Agent Enhancement - Make Call from Ready State
• Make call from Ready state
Call from Ready State
Agent Enhancement – State Changes NEW
State change based on non-ACD line busy
Display System Generated Not Ready Reason
Agent Call History and State History NEW
Click to Call
Recent Calls
Recent States
Reason Label
Supervisor Enhancements NEW
Monitoring ACD and Non-ACD Calls
ACD call
Start Monitoring
Outbound call on ACD line
Start Monitoring
Supervisor Enhancements – Team Performance NEW
Change Agent State Option to include logged out agents
Agent Call
Agent History
Selected
Agent State
History
CUIC 11.6
Cisco Unified Intelligence Centre Reporting
Historical Reports
Live Data Reports
NEW
CUIC – Simplified Chart & Dashboard Creation
Variety of widgets
NEW
CUIC - Supervisor Historical Reports

Login to CUIC as Supervisor
Historical and Live Data reports
Reporting only on agents and queues associated with supervisor
NEW
CUIC - Email Reporting
CUIC Agent Chat Reporting NEW
With Group Chat Reporting
CUIC - Multichannel Reports NEW
Agent Summary Report
Emails
Chats
Outbound Calls
Inbound Calls
Agent name and ID
CUIC - Multichannel Reports NEW
Wrap-Up Reports
Category
Chat Email Total
Reason
Agent
Filter by Agent Name, Interval, Category
Email and Web Chat
Web Chat
Functionality
Packaging
• Two choices for routing
algorithms
• Integrated multi-
• Most Skilled session Web Chat
functionality included
• Longest Available
with the premium seat
• Toaster Audible and Visual Alerts license
• Agent Alias • 60/120 agents
depending on
• Real time reports
deployed OVA
Deployment
• Transcript retention and retrieval,
• Web Chat will require
download by customer • Built-in tool to create separate server to host
• Pre-defined Responses (500) sample code for SocialMiner
customer website form
• Configurable “agent no answer” • Browser based agent
and “chat idle timeout” • Complete configuration and supervisor
in 5 simple steps interface
• Offer Voice Call When on Chat
Web Chat Flow
1
Web Server
Internet 10 11
3 2
UCCX SocialMiner
Chat Proxy
DMZ Context
Service
Cloud
5 4
1. Customer sends a chat request
2. SocialMiner proxy service receives the chat
6 9
request (from the Web server)
CUCM Cluster 3. SocialMiner notifies UCCX of an incoming chat
4. UCCX offers chat to agent
7 8
7 5. Agent accepts chat offer
Agent
6. Agent reply gadget joins chat room
7. Get PodID from SocialContact
8. Get related customer activities and present them
in the Context Service gadget
9. The agent and customer chat via proxy
10. Chat ends
11. Customer is offered to save transcript
Web Chat Architecture
Media
Web Server
Web Chat Gadget (11.6)
New Chat
Notification
Chat and Email State Control
NEW
Wrap-up
NEW
Reason
Group Chat Codes
Predefined
Responses
Agent Email
• Multiple routing algorithms:
o Most skilled agent SocialMiner
o Longest available agent
o Last agent
• Rich-text editor with quick buttons to add
attachments, links, and pictures (10MB
max each.
• Up to 10 attachments allowed for a total
max of 20MB)
• Quick-reply with predefined responses
• Email re-queue or discard
• Toaster notification and Auto-accept
• Live Data and Historical Reporting
Agent Email Flow
11
1 Exchange
Exchange* Edge*
2 Internet
UCCX 10 6 2
3 SocialMiner
DMZ Context
Service
5 4 Cloud
1. Customer sends an email which arrives at the Exchange

6 9 mailbox
CUCM Cluster 2. SocialMiner checks for emails periodically and notifies UCCX
(metadata)
7 8 3. UCCX queues the emails in associated CSQs
Agent 4. When an agent is available, UCCX assigns the email to the
agent
5. The email gadget on Finesse automatically accepts the email
6. When the agent clicks on the particular email, content is
fetched from the mail server and rendered in the reply pane
7. Get PodID from SocialContact
8. Get related customer activities and present them in the
Context Service gadget
9. The agent sends a reply
* Exchange deployment model is for illustrative use only
10. SocialMiner sends the email via secure SMTP to Exchange
11. Exchange sends the email to the customer
Agent Email Architecture
Office 365
Agent Email (11.6) New Email
Notification
NEW Reply/Forward NEW
Options
Rich Text Editing Wrap-up
Re-queue Discard Reason Codes
Chat and Email

State Control
Queue
Email Reply Pane

Agent Email - Response Options
Requeue
Discard
Reply
Reply All NEW
Forward
Editable To field,
Adding additional recipients
NEW CC Larger attachments:

Total: 20 MB
BCC
Each file: 10 MB
Outbound
Outbound Agent
• Direct Preview, Predictive and Progressive
Dialer:
• Up to 150 concurrent outbound sessions
• Separate license is required for
Predictive/Progressive
• Blended inbound and outbound operations
• Call Progress Analysis on SIP Gateways
• Outbound Activity Reports
• Campaign Management with API support
Cisco Finesse Preview Outbound
Outbound Agent
Direct Preview, Progressive & Predictive
• All Outbound Modes – Agents are put in “Reserved (Outbound)” State

• Direct Preview Mode - A reservation call lets the agent decide how to respond to the contact
• Direct Preview Mode - When the agent accepts the contact, the outbound call is made
Outbound Agent – Call Flow
1 3
3 4
UCCX
Gateway PSTN
Finesse
2 5
Agent
1. Administrator imports campaign contacts

CUCM Cluster 2. UCCX reserves the outbound agent
3. UCCX calls the contact
4. Gateway performs CPA and notifies UCCX
5. If CPA is voice, UCCX transfers call to the
agent
Single Channel, to
Multichannel and
Now to Omnichannel
Deliver
Omnichannel
Social
Media
Seamlessly
Chat Email
Phone SMS
Customer
Journey
IVR Retail
Mobile Web
IoE
Cisco Context Service
“Only 3 percent of all companies can start a
customer interaction on one channel and
seamlessly move to another channel, while
still maintaining all the context of the
previous interactions”
Forrester Research, May 2016
One-Click Enablement
Behind the Scenes:

Provide Connection Data Manage Workgroups
Validate App Type
Authenticate Access
Create Machine Accounts
Manage Cluster
Register Resources
Create Keys
Context Service Use Cases
• Customer Omni-channel journey
• Route to the last handled agent
• Route calls based on previous contact outcome
• Repeat or Abandoned call detection and action
• Tag call for follow up and run outbound campaign on all tagged calls
• Integrate multiple backend systems to deliver a unified view
Bridge Context from All Channels
Chat
Web
SMS
Email Social
Media
Phone Customer Request

IVR
Agent
ACTIVITY ACTIVITY
ACTIVITY ACTIVITY Mobile
ACTIVTY ACTIVITY
Retail
IoE
Cisco Customer
Business Applications
Collaboration Solutions
Voice/Video Integration with Context Service
Context
Phone IVR
Agent
Service
Lookup Customer
Create Activity (with customer ID, custom fields)
Context aware self service and routing
Activity ID passed to gadget

Get Activity,
Customer History
Activity, Customer
details
Email and Chat Integration with Context Service
Chat
Email Context
Agent
Service
Lookup Customer
Create Activity
(cust ID, fixed fields)
Send email/chat with

Activity ID
Get Activity, Cust, History
Activities,
Customer details
Context Service Agent Desktop Experience
• Gadget hosted in the
Gadget code automatically
cloud
downloaded from the cloud
• Shows all Requests and
activities by the customer
• Org can customise fields
layout
Voice
Email
Chat
Gadget UI dynamically
changes to render any data
Out of the box integration for Chat and Email.
** Scripting elements shown here, provide for voice

Context Service integration.
Context Service UCCX Editor Scripting Elements
LookupCustomers
Look up a customer by an identifier – caller ID, account number, etc..
GetCustomerInfo
Get data from a Customer object and save it in script variables
CreatePOD
Create an activity on the Context Service
RetrievePOD
Return last "n" activities based on a customer ID provided
Get POD Info
Get data from a Customer object and save it in script variables.
UpdatePOD
Update an activity on the Context Service Cloud
Context Service Objects
Customer Object Activity Object Request Object
• Describes who the specific • Also knows as POD, • Describes what the customer
customer is, including describes a specific customer is wanting to do e.g. Making a
information such as, name, interaction associated with a Credit Card payment.
address, and phone number. customer or request.
• If a customer goes online to
• A Customer provides a way of • It reflects one or more steps make a credit card payment,
linking personally identifiable in a customer journey and runs into an issue, and calls
information (PII) with a activity IDs tie together all instead to make the payment.
customer ID objects within a particular The separate Activities
customer journey. represent these two
transactions, but belong to
• For example: same Request, making a
• IVR menu that the customer credit card payment.
selects.
• Notes made by the agent.
• A website URL that the
customer has previously visited.
• The chat metadata.
Activity Alignment
Activities align with a Business Workflow or Channel
Modify Activities as the Business Evolves
Activity for Incoming Calls Activity for Mobile App Shopping
Tags • Tags
Notes • Products browsed
IVR Menu Selected • Shopping Cart items
Caller Authenticated • Location
Survey Score
Single Sign-On
One Day Online…
Single Sign-On
Single Sign-On (SSO) permits a user to provide credentials only once in order to access
multiple applications. The process authenticates the user for all the applications they have
been given rights to and eliminates further prompts when they switch applications during a
particular session.
Finesse CUIC Admin
Protocols
Allows secure authentication without exposing users
credentials outside authentication provider
Allows secure consumer-server authorisation without

credentials
Together SAML and OAuth make it possible for a user to authenticate once,
securely, and allow access to their data as needed
IdS - Identity Server
Explicit Initial SP – Service Provider Authorisation Resource

IdP – Identity Trust Server Server e.g.
Provider Agreement Finesse
TokenInfo
IdS
Users
Client
Single Sign On Identity Providers
Deployment Environment
Agents Supervisors Administrators
NEW
Modes Unified CCX
Non-SSO Yes
SSO Yes
Hybrid No
SSO Install, Setup & Configuration
Register
Register Components
Setup IdS Enable

Enable SSO
• Configure IdS
• Create trust relation
with Identity Provider
SSO: Authentication and Login
NEW
SSO: Integrated Windows Authentication
Finesse
Access to SSO enabled
Login using
Windows user Unified CCX apps
credentials
CUIC
Admin
Single Sign-On Design Impacts
Supported CCX Applications (11.6) Unsupported CCX Applications
• Cisco Unified Intelligence Center (CUIC) • Cisco Finesse Administration
• Cisco Finesse • Cisco Identity Service Administration
• Cisco Finesse-hosted gadgets • Cisco Unified Service/OS Admin
• Cisco Unified CCX Administration • Standalone Cisco Unified Intelligence
Center
• Cisco Unified CCX Serviceability.
• Cisco Unified CCX Script Editor
• Cisco SocialMiner
Unified Contact Center Express 11.6
Chat Social
Email
Video
Workforce
Voice
Optimisation
Reporting
Finesse
Context
Service
Recording
API
Virtualised Ecosystem
Q&A
Complete Your Online
Session Evaluation
• Give us your feedback and
receive a Cisco Live 2018 Cap
by completing the overall event
evaluation and 5 session
evaluations.
• All evaluations can be completed
via the Cisco Live Mobile App.
Don’t forget: Cisco Live sessions will be
available for viewing on demand after the
event at www.CiscoLive.com/Global.
Thank you

UCCX Study and Present

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

UCCX Study and Present

Uploaded by

Copyright:

Available Formats

Implementing New

Chris West – Collaboration Systems Engineer

Cisco Spark Care

Agent Experience Supervisor Experience Admin Experience

State management Monitoring Infrastructure

CCX – Core System Improvements with 11.6

• Finesse failover enhancements

Chrome (48 >)

Email Firefox (45 >)

• Providing choice in virtualised server models and hardware

• Outbound Campaign Management

• Finesse Desktop APIs

Call from Ready State

State change based on non-ACD line busy

Display System Generated Not Ready Reason

Monitoring ACD and Non-ACD Calls

Outbound call on ACD line

Change Agent State Option to include logged out agents

Live Data Reports

CUIC – Simplified Chart & Dashboard Creation

CUIC - Supervisor Historical Reports

Historical and Live Data reports

Reporting only on agents and queues associated with supervisor

CUIC - Email Reporting

With Group Chat Reporting

Agent Summary Report

Agent name and ID

Filter by Agent Name, Interval, Category

1. Customer sends an email which arrives at the Exchange

Chat and Email

Email Reply Pane

NEW CC Larger attachments:

• All Outbound Modes – Agents are put in “Reserved (Outbound)” State

1. Administrator imports campaign contacts

Cisco Context Service

Forrester Research, May 2016

Behind the Scenes:

Phone Customer Request

Create Activity (with customer ID, custom fields)

Context aware self service and routing

Activity ID passed to gadget

Send email/chat with

Get Activity, Cust, History

** Scripting elements shown here, provide for voice

Finesse CUIC Admin

Allows secure consumer-server authorisation without

Explicit Initial SP – Service Provider Authorisation Resource

Agents Supervisors Administrators

Setup IdS Enable

SSO: Integrated Windows Authentication

You might also like