cisco contact center express 10.0: feature design...
TRANSCRIPT
Cisco Contact Center Express 10.0: Feature Design, Deployment, and Troubleshooting
LTRCCT-1010
Ron Rodriguez, Technical Solutions Manager CBABU
Mike Turnbow, Technical Solutions Manager CBABU
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Agenda
• CCX 10.0 Feature Overview
– Understanding REST APIs
– Extend and Connect
• Cisco Finesse
– Activation and Service Indicators
– Installation and Troubleshooting Gadgets
• MediaSense
– Configuration with Cisco Finesse Workflows
– Understanding Tagging and Session Management
• Live Data with CUIC
– Architecture and Message Flow
2
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Accessing Pods
• Remote Desktop Manager is installed on all the computers
3
Enhancements
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What is a REST API?
• Representational State Transfer
– Software architectural style consisting of a coordinated set of architectural constrains applied to components, connectors, and data elements, within a distributed hypermedia system. –Wikipedia
5
http://uccxpub/finesse/api/User/2001
2001 ********
application/xml
</User>
<User> <state>LOGIN</state> <extension>2001</extension>
REST APIs in the Real World
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
UCCXAPI Developer Guide
• System Configuration APIs
– Agent Statistics
– Application
– Area Code
– Call Control Group
– Campaign
– Chat Widget
– Contact Service Queue
– Data Source
– Dialog Group
– Files
– HTTP Trigger
https://developer.cisco.com/site/collaboration/contact-center/uccxapi/overview/
– Recording Configuration
– Resource
– Resource Group
– Skill
– Team
– Trigger
– DB Purge Schedule
– DB Purge Now
– DB Purge Configuration Status
• Cisco Finesse Desktop and Configuration APIs
– https://developer.cisco.com/web/finesse/docs
6
XML files are located on Agent Desktop 1 in C:\UCCX_Lab
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Activation
8
utils service list
CCX 10.0
CAD Finesse
Two Desktops Only one active Unsupported to run
CAD & Finesse
concurrently
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Extend and Connect
9
3 1
CCX
UCM
Agent
Persistent Connection
Call Flow
1. Agent login request
2. PC session request
3. Call offered to remote
destination
4. PC created
5. PC session request
confirmation
6. ACD call overlaid PC call
7. Remote device displays
caller ID for ACD call
8. Agent logs out, PC session
dropped
2
5
4 6
Finesse
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Cisco Finesse for CCX 10.0(1) Feature Set
•Call Control / Agent State
•UCM Silent Monitoring
•HTTP & REST API Workflows
• +E.164
•Login via Username
•Phonebook
•Recording & Playback via MediaSense
•Historical and Real-time Reports via CUIC
•Automatic Login Upon Failover
•Support for IE9 and FF24
•Windows 7, Mac OS X
Agent & Supervisor Features
•Co-Res on CCX VM Only (no bare metal support)
•Backup / Restore
•Full HA over the WAN
•VDI & VXI Support (Citrix XenDesktop, VMWare View)
•Available w/ Enhanced or Premium License
Platform & Solution Features
11
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Deployment Models
• Supports all current UCCX deployment models
– Single Node
– HAoLAN
– HAoWAN
Active Connection Inactive Connection (for Failover) Various Communication
Desktop
(Site A)
UCCX
(Primary)
Site
A
Cisco Finesse
UCCX
(Secondary)
Site
B
Desktop
(Site B)
Cisco Finesse
12
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Architecture
Deskto
p
UC
CX
GED-188 Hibernate XMPP
(BOSH) XMPP AXL HTTPS (Admin) HTTPS
(Agent) JTAPI
UCM
Other
Services
UCCX DB
(Informix)
Cisco Unified
CCX
Notification
Service
Cisco
Unified CCX
Engine
Bro
wser
Cis
co T
om
cat
cfadmin
(Administrator WAR)
desktop
(Agent Desktop
WAR)
3rdpartygadget
(3rd Party Gadget
WAR)
finesse
(REST API
WAR)
Cisco Finesse
Administration
(Administrator Desktop)
UCCX Realm
Apache Shindig
Cisco Finesse
(Agent & Supervisor
Desktop)
3rdpartygadget
home directory
13
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Local Logging
• Useful when debugging Cisco Finesse Desktop client side issues where logs cannot be sent to Cisco Finesse server
• How to use?
– Clear browser cache
– Access https://<UCCX_IP>:8445/desktop/locallog
– Use Cisco Finesse as usual
– Access https://<UCCX_IP>:8445/desktop/locallog
– for updates
– Accessible after browser freeze or crash
14
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Gadgets
3rd Party Gadget Finesse Server Finesse Client/Browser
<?xml version="1.0" encoding="UTF-8" ?>
<Module>
<ModulePrefs>
</ModulePrefs>
<UserPrefs>
</UserPrefs>
<Content type="html">
<! [CDATA[
Custom JavaScript and HTML goes Here!
]]>
</Content>
</Module>
OpenSocial Gadget Spec
Gadget XML
Specification
Web Service
Gadget Server
Container
Proxy
Gadget
Gadget Request 1
AJAX Response 7
Gadget Response 2
HTML Gadget 3
AJAX Request 4
AJAX Call Request 5
AJAX Call Response 6
Metadata
Custom Gadget Code
Gadgets use existing web
standards • XML to define metadata
• HTML for markup
• JavaScript for interactivity
• CSS for presentation
• OpenSocial Gadget specification
15
MediaSense
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
MediaSense Overview
• Open standard, network based platform
– Supports call recording, playback, live streaming, and storage
– Include rich metadata for each recording
• Requires Enhanced or Premium UCCX 10.0(1) license
– Unlocks the recording feature
• MediaSense API
– Manage/ Monitor/Playback/Search
• Cisco Finesse
– Requires MediaSense for recording calls
– Recordings triggered via Workflow
• Supports G.711, G.729, and G.722 codecs
PUT /finesse/api/User/<Dialog ID> <Dialog> <requestedMediaAction>START_RECORDING</requestedMediaAction> <targetMediaAddress>extension</targetMediaAddress> </Dialog>
17
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Recording with MediaSense
18
Call Control
Service API Service
Media Service Database
Service
1. Caller dials in, CUCM sets
up call
2. RTP established between
caller and Agent
3. CUCM aware of Recording
Profile to Phone
4. CUCM sends 2 SIP Invites
to MS
5. Call Control Service
Notifies Media Service of
incoming recording. MS
chooses 2 RTP Ports
6. Call Control Service sends
RTP ports in SIP 200 OK
reply
7. CUCM communicates RTP
ports for forking stream to
phone
8. Phone establishes RTP
with Media Service
9. Call Control Service sends
metadata to API Service
10. API Service writes to DB
11. SESSION_STARTED_EVENT
Sent to Subscribed App
from API
1
2
3
4
6
11
7
8
5 1
0
9
CUIC Live Data
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Overview
Live Data
reports only
available in
Grid view
IP IVR: No Live Data Reports
Standard: Supervisor Reports Only
Enhanced/Premium: Supervisor and Agent Reports
Licensing Considerations
20
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Live Data Architecture
Primary Live Data Node
follows Engine Master
Primary Historical Node
follows non Engine Master
Shared BOSH Tunnel
with Finesse Desktop
Deskto
p
Bro
wser CUIC Gadget
Cisco AJAX
XMPP Library
UC
CX
Cisco Unified
CCX
Notification
Service
Cisco
Unified CCX
Engine
CU
IC
To
mcat
CUIC
Publisher
Primary
CV
D
Message Queue
Broker (JMS)
UC
CX
Cisco Unified
CCX
Notification
Service
Cisco
Unified CCX
Engine
CU
IC
To
mcat
CUIC
Subscriber
CV
D
Message Queue
Broker (JMS)
Secondary
Data Feeds Replicated
CCX Engine Publishes Data Every 3 seconds
CUIC Subscribes to Data Pulls initial snapshot via REST API
Subscribes to particular topics on JMS bus
Browser receives via OpenFire XMPP over BOSH Tunnel
21
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Custom Live Data Report as Finesse Gadget
• How to…
– Create a Live Data report with a permalink
– Copy existing Live Data gadget definition
– Replace the viewId’s between the CUIC permalink and gadget definition
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Solution Enhancements and Troubleshooting in Unified Contact Center Express 10.0
• Learn how to configure and troubleshoot the new features inside Cisco Unified Contact Center Express 10.0. This session will focus on solution features such as Cisco Finesse, CUIC Enhancements and Live Data, and integration with MediaSense. Additional content will highlight other 10.0 enhancements, improved WAN reliability, CUCM based Silent Monitoring, Extend and Connect, and upgrade guideline changes and paths. Each topic will include information on how to troubleshoot that particular feature.
• May 21, 1:30 PM – Moscone South 306
BRKCCT-2015
23
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Participate in the “My Favorite Speaker” Contest
• Promote your favorite speaker through Twitter and you could win $200 of Cisco Press products (@CiscoPress)
• Send a tweet and include
– Your favorite speaker’s Twitter handle <@ciscoronald>
– Two hashtags: #CLUS #MyFavoriteSpeaker
• You can submit an entry for more than one of your “favorite” speakers
• Don’t forget to follow @CiscoLive and @CiscoPress
• View the official rules at http://bit.ly/CLUSwin
Promote Your Favorite Speaker and You Could be a Winner
24
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Complete Your Online Session Evaluation
• Give us your feedback and you could win fabulous prizes. Winners announced daily.
• Complete your session evaluation through the Cisco Live mobile app or visit one of the interactive kiosks located throughout the convention center.
Don’t forget: Cisco Live sessions will be available for viewing on-demand after the event at CiscoLive.com/Online
25
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
BRKCCT-1011 Cisco Unified Contact Center Express Update and Roadmap Monday 08:00 AM
BRKCCT-1051
Cisco Unified Contact Center Enterprise and CVP Overview and
Roadmap Monday 08:00 AM
BRKCCT-2056
Unified Intelligence Center: Standard and Custom Reporting on
Contact Center Express and Contact Center Enterprise Monday 10:00 AM
BRKCCT-0001
Cisco Customer Collaboration: Why it's the Right Choice for Your
Contact Center Tuesday 08:00 AM
BRKCCT-2007 Cisco Unified Contact Center Enterprise Planning and Design Tuesday 12:30 PM
BRKCCT-2058 Deploying and Managing Packaged CCE Tuesday 03:00 PM
Related Customer Collaboration Sessions
27
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
BRKCCT-1002 Hosted Collaboration Service Contact Center Overview Wednesday 08:00 AM
BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM
BRKCCT-1031
Cisco Finesse - The Next Generation Agent Collaboration
Experience Wednesday 08:00 AM
BRKCCT-2015
Solution Enhancements and Troubleshooting in Unified Contact
Center Express 10.0 Wednesday 01:30 PM
BRKCCT-3005 Solution Troubleshooting for Unified Contact Center Enterprise Wednesday 01:30 PM
BRKCDN-2966 Programming with the Finesse API Wednesday 04:00 PM
BSACOL-1008 Mobile Customer Care -- Are You Ready? Wednesday 04:30 PM
CCSCCT-1300 Ingram Micro Contact Center Wednesday 08:30 AM
BRKCCT-2006 Omnichannel contact center solutions Thursday 12:30 PM
BRKCCT-2019 Cisco Unified Contact Center Express Planning and Design Thursday 02:30 PM
BRKCCT-2027 CVP Scripting - Call Studio Thursday 12:30 PM
BRKCCT-2050
Building recording and monitoring applications with the
MediaSense API Thursday 08:00 AM
BRKCCT-2051 Cisco Outbound Option Planning and Design Thursday 02:30 PM
Related Customer Collaboration Sessions
28
Appendix
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Failover
Deskto
p
UCCX
Side B
Bro
wser
Cis
co T
om
cat
Deskto
p
UCCX
Side A
Bro
wser
Cis
co T
om
cat
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Failure Scenario Failover
? What
happens to
UCCX?
What Happens to
Finesse Site A?
What happens to
Finesse Site B?
Finesse Client
Behavior?
Recovery
CCX Engine
Failure YES
Site B
becomes
master
OUT_OF_SERVIC
E
IN_SERVICE after
a few minutes
After Site B comes to
IN_SERVICE, clients
are redirected there
and automatically
login
After Site A comes
back up and Finesse
on Site A goes
IN_SERVICE, clients
are redirected to Site A
OUT_OF_SERVICE IN_SERVICE
Master Secondary Master Secondary
OUT_OF_SERVICE IN_SERVICE
31
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Failover
Deskto
p
UCCX
Side B
Bro
wser
Cis
co T
om
cat
Deskto
p
UCCX
Side A
Bro
wser
Cis
co T
om
cat
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Failure Scenario Failover
? What
happens to
UCCX?
What Happens to
Finesse Site A?
What happens to
Finesse Site B?
Finesse Client
Behavior?
Recovery
CCX Notification
Service crashes NO
Site A remains
master
OUT_OF_SERVIC
E
OUT_OF_SERVIC
E
Sessions will be
closed.
After CCX Notification
Service comes back to
IN_SERVICE, all client
sessions have to re-
login
OUT_OF_SERVICE IN_SERVICE
Master Secondary
OUT_OF_SERVICE
32
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Failover
Deskto
p
UCCX
Side B
Bro
wser
Cis
co T
om
cat
Deskto
p
UCCX
Side A
Bro
wser
Cis
co T
om
cat
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Failure Scenario Failover
? What
happens to
UCCX?
What Happens to
Finesse Site A?
What happens to
Finesse Site B?
Finesse Client
Behavior?
Recovery
Finesse Tomcat
crash NO
Site A remains
master
OUT_OF_SERVIC
E
OUT_OF_SERVIC
E
Sessions will be
stuck. Nothing can
be done.
After Finesse Tomcat
comes back up, stuck
client sessions resume
automatically
OUT_OF_SERVICE IN_SERVICE
Master Secondary
OUT_OF_SERVICE
33
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Failover
Deskto
p
UCCX
Side B
Bro
wser
Cis
co T
om
cat
Deskto
p
UCCX
Side A
Bro
wser
Cis
co T
om
cat
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Failure Scenario Failover
? What
happens to
UCCX?
What Happens to
Finesse Site A?
What happens to
Finesse Site B?
Finesse Client
Behavior?
Recovery
Finesse Tomcat
is IN SERVICE
but Finesse
status is
OUT_OF_SERVICE
NO Site A remains
master
OUT_OF_SERVIC
E
OUT_OF_SERVIC
E
Sessions will be
stuck. Nothing can
be done.
After Finesse status
comes back to
IN_SERVICE, stuck
client sessions resume
automatically
OUT_OF_SERVICE IN_SERVICE
Master Secondary OUT_OF_SERVICE
34
© 2014 Cisco and/or its affiliates. All rights reserved. LTRCCT-1010 Cisco Public
Finesse Failover
Deskto
p
UCCX
Side B
Bro
wser
Cis
co T
om
cat
Deskto
p
UCCX
Side A
Bro
wser
Cis
co T
om
cat
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Cisco Unified
CCX
Notification
Service
Cisco Unified
CCX Engine
Failure Scenario Failover
? What
happens to
UCCX?
What Happens to
Finesse Site A?
What happens to
Finesse Site B?
Finesse Client
Behavior?
Recovery
WAN link
between Site A
and Site B is
broken
(Island Mode)
NO
Both Site A
and Site B
become
master
IN_SERVICE IN_SERVICE
Clients can connect
and operate with
both sites
Once WAN link is re-
established, CCX
converges on Primary
node as master. Clients
connected to non-master
node will be redirected
OUT_OF_SERVICE IN_SERVICE
Master Secondary Master
IN_SERVICE
35