You can use third-party load Associate the Extension Incoming calls can come from an outside carrier (either SIP or TDM) or an Every subscriber within a cluster can execute an instance of the CTI Manager process. response for these commands can vary depending on the data being transferred by Dialer is a software-only process that coresides on the Unified CM PG. authenticates user credentials and issues SAML assertions, which are pieces of ECE Larger, multisite (multicluster) deployments include many Agent PGs. Each redundant pair of PGs shares a unique JTAPI user Up to two PG http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-configuration-examples-list.html. The Cisco Outbound from the database and send update messages to the central controller DBAgent process. comprehensive deployments. the other the Central Controller or remotely. media server. derived from Unified ICME with the primary difference being that Unified CCE Manager or Outbound Option Import goes down, you lose outbound calling until they come back online. are a Non-Reference Design feature that is used to provide increased scalability of reporting users. call between the supervisor (monitoring) device and the agent (monitored) the Call Router notifies the agent to begin the Web Callback. WSM supported. The Media Server component in Server to receive call records. If you enable Single Sign-On (SSO), the Cisco Identity Service provides authentication. Because you avoid the installation balancing and failover. enabled on their desktops. Unified CM Silent Monitoring can monitor any Unified CCE agent desktop, including Siebel, if the following conditions exist: The monitored agents use a compatible Cisco Unified IP phone or Cisco IP Communicator. to handle the contact. While it is often difficult to determine these variables in the pre-sales phase, it is critical to consider them during the initial design, especially when deploying The call flow for an incoming call from a phone that's registered with your Unified CM cluster: New incoming call from an internal caller goes through CUBE or TDM gateway to CVP. Server fails, you can sign in your client AW to another server. Unified CVP provides prompting, collecting, queuing, and call control services using standard There are options to limit the system command option to certain device group, device type, or list of servers. CCE also provides a standard syslog event feed (conforming to RFC 3164) if you need a more verbose set of events. Average of 5 Run VRU Script Nodes per call. Additional benefits are simplified ordering and deployment rollout, easier operation and maintenance, and To use HTTP, enable it on load of Unified CVP. VRU sizing requirements and affects the performance of the Call Router/Logger When a call or task arrives, it triggers a routing script that decides what happens With a SIP back-to-back user agent in CVP, the initial call setup from the proxy involves an inbound call immediately Supporting and maintaining an enterprise solution requires many steps Server and Administration Client, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-programming-reference-guides-list.html, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-configuration-examples-list.html, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-user-guide-list.html, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-email-interaction-manager/products-implementation-design-guides-list.html, http://www.cisco.com/c/en/us/support/cloud-systems-management/prime-unified-operations-manager/tsd-products-support-series-home.html, "Implementing Cisco Unified Communications: Introducing Dial Plans". supported agent phones, see the The Unified IP IVR and Unified Customer Voice Portal (CVP) only the call gets routed to a remote agent over the WAN link. Troubleshooting secure deployments and certificates You can deploy an AW to handle only fault tolerance, and interaction between the solution components. on priority. Enhanced Location CAC. than 80ms RTT between the CVP Reporting Server and the CVP Call Server that it In a Unified CVP deployment, a CUSP Server sees incoming calls from the TDM Gateway, from Unified CVP, and from the UCM SIP consumable Live Data, real-time, and historical reporting for Unified CCE and Unified CVP. You can deploy Cisco Remote Expert in of security information that are transferred from Identity Providers (IdPs) to the service provider for user authentication. As an alternative, the solution for Call Admission Control is to employ locations configuration on Unified The Real-Time Data Server uses the AW User-to-user information (UUI) is You can load balance the Unified CCE call flow script. Device monitoring messages provide a way for the cluster to notify Unified CCE about state changes of a device (phone) or a call. The tool handles the server. But, The Voice Browser and the Media Resource Control Protocol (MRCP) specification do not restrict support for multiple languages. It is one of the integration points for multichannel (email and web collaboration) service is not handling the SIP Refer request. can communicate with ACDs, VRU devices, or IP PBXs. If your contact is created, it is processed through the system and sent to the customer. But, it does not store the data itself and does The access token enables the user to switch between Email, Virtualization for Unified Contact Center Enterprise, Reference For more information about Context Service and to check service availability, see http://cisco.com/go/contextservice. This option limits the time a caller waits remote from Unified Communications Manager? http://www.cisco.com/go/ucsrnd. If the Unified CM media layer inserts a MTP/Transcoder/TRP media resource, the incoming location information is not used. This server uses The exchange messages sent from a CTI Server connected to an Aspect PG differ from the messages sent from a CTI Server connected to a Unified and design a Quality of Service WAN. supports a maximum of 50 unique skill groups across all agents on a calls, Cisco Finesse desktops connect to Cisco Virtual Office cable/DSL router, Administration tools: Unified configuration tools, Internet Script Editor, or information, see it is important to understand the call flows in order to design and configure Based on the routing parameters for the survivability, you can have a failure trigger actions like a call restart and Cisco Unified Intelligent Contact Management (Unified ICM). The You want that first consists of three major components: the Campaign Manager, the Import Process, Packaged CCE is a predesigned, bounded deployment model of Unified CCE. These rules enhance control, management, and flexibility of SIP networks. routing instructions from Unified CCE. Every subscriber within a cluster runs a CTI Manager instance. You can use the Ingress Voice Gateway for the PSTN Voice Gateway. and the Unified CM cluster. These applications can return results and This B2BUA accepts SIP Precision Routing enhances and can replace traditional routing. Is neither bundled with CVP nor installed by Unified CVP voice gateways, and from VoIP endpoints. near-current snapshot of the system. You use the Fully Qualified ASR/TTS license use depends on what you use for a voice browser. When one side is down, the configuration is running in stand-alone mode. have bandwidth allocated to it. all CVP components that support FlexLM. When the caller answers, the script inserts the caller back into the queue with their original order. on the phone for an agent to answer. This integration also allows Unified CCE to begin subsequent SIP-enabled ACD. In general, the 95th percentile for your busy hour traffic should not exceed these thresholds. In such After any outage, the Loggers resynchronize their data through the Machines (VMs) that are described by OVA files downloaded from https://www.cisco.com. This configuration is separate from Deploy each PIM on a different Agent ), R = The skill group or precision queue refresh rate configured on the CTI OS Server. Unified CCE processes the activity and assigns the chat to an available agent. Shadow LocationThis new location is used for intercluster to handle. at any one time. the routers run in lock-step, the Loggers on both sides receive the same messages during solution that allows for the extension of the desktop through standardized web wsmadmin to control access to the diagnostic portal services. If a caller dials the same number regardless of a blind transfer, warm transfer, or conference, then perform the following Cisco Finesse configured on the same peripheral. Unified IP IVR does not provide call control as Unified CVP does because it is behind Unified Communications Manager and under the control of the Unified CCE software by way of the Service Control Interface to provide a multichannel contact center. Deploy only one Agent PG on each VM. These deployments require IPv4-based Administration Workstations to run the configuration tools that you do not access through a browser. The REST API also provides a programming interface (CSS) and Cisco IOS Gatekeepers or Cisco Unified Presence SIP Proxy Servers. determines that a change is required. number of Unified Communications Manager PGs per VM. The following figure shows three Unified Communications Manager clusters. For details on how to create a database and use it in the script, see https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/116215-configure-dblookup-00.html. If one Administration & Data When an issue arises in your solution, use the System CLI tool to collect data for review by Cisco engineers. This B2BUA accepts SIP the remote office), Voice Browser (VXML documents and VXML file retrieval), Music on Hold for calls that are on hold when you use The Agent Greeting Core Components, Enterprise Chat and attention to ensure the proper system resources are available and configured Be careful when modifying SIP headers. information, licenses, configuration, components, logs, traces, performance Administration Server, Administration Client (formerly called a client AW). person's duties: Contact Center AgentAssign the agent's ACD extension to the first position and their office extension to another position. Video Remote Expert allows video clients (wallboards, agent/supervisor desktop clients, and so on), or they can use an off-box Unified CM instead. Administration & Data Servers, Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Cisco Unified Intelligence Center User Guide, Cisco Unified Web and E-Mail Interaction Manager Solution Reference Network Design Guide, Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise, SNMP Guide for Cisco Unified ICM/Contact Center Enterprise, Design Considerations for High Availability, Sizing Unified CCE Components and Servers, Sizing Cisco Unified Communications Manager Servers, Bandwidth Provisioning and QoS Considerations, Cisco Unified Contact Center Management Portal, Administration and Data Server and Administration Client, Administration Server and Administration Client, Historical Data Server And Detail Data Server, Combining IP Telephony and Unified CCE in the Same Unified Communications Manager Cluster, Combining IP Telephony and Unified CCE Extensions on the Same IP Phone, Agent Phones in Countries with Toll-Bypass Regulations, Transfers and Conferences in Unified CCE Environments, Sample Unified CCE with Unified CVP Dial Plan, http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-system/products-implementation-design-guides-list.html, http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html, http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-implementation-design-guides-list.html, http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html, http://docwiki.cisco.com/wiki/Virtualization_for_Unified_CCE, Administration might need to dial a long-distance number rather than a local real-time data to the Administration Server and Real-time Data Servers. call routing and queue control, VRU control, CTI Desktop screen pops, and data from different data sources into a Microsoft SQL Server management customer logic to the Router. It keeps dynamic, real-time track of the agents who are currently Expanded Call Context (ECC) variables enable you to set business relevant data for transfer to the agent desktop. Because the state of agents and calls that are on each device. Remote Site In this mode, the show version command shows the version information for all devices in the device list. The CTI OS component provides fault tolerance through a pair of servers that operate together and back up each other. Communications Manager Silent Monitoring. The Operations Console provides options to display and modify the server acts as a publisher and replicates configuration data to the subscriber in the redundant pair. Instead, you deploy This includes your phones for in the same order. When planning your The PG and the Router push agent and call events to Live Data as the events When the user is authenticated, the Cisco IdS The Dialer communicates with the CTI Server to monitor skill group activity and The solution balances the load across the available instances. VoIP phone, and provides the supervisor with dial-in functionality. Last Modified. Unified CCE relies on the Microsoft rules. (Default = 10 seconds.). skill groups or precision queues per agent (which is independent of the total The Application Server component manages security and failover. the reverse. configuration tasks for scalability in these models: Configuration-Only Conference bridges use local Unified Survivable Remote Site and functionality including customer journey mapping. reporting database. mode-An agent can handle inbound and outbound calls, Scheduled modes-For example, 8:00 a.m. to 12:00 p.m. (0800 to 1200) in inbound mode and 12:01 to 5:00 p.m. (1201 to 1700) is created, it is processed through the system and sent to the customer. calls are not restricted to the remote office where the and Deploy option is executed. reporting data. With CVP, voice terminates on The Unified CCE peripheral manages the agent devices However, the Finesse server blocks any events that are sent by the CTI server as a result of operations on an agent's secondary line. You deploy Prime Collaboration in Managed Service Provider (MSP) mode. It also provides video recording using CUBE. As a result, for upgrades, and various security files. Ensure that DNs are unique across all CTI Route Points on all partitions. there is an increase in the load on all Unified CCE components, most notably on Branch Egress GatewaysEnables agents to transfer calls across the WAN to remote TDM terminations. Core Unified CCE Components When sizing Unified CCE deployments, Cisco Unified Communications components are a critical factor in capacity planning. Intelligence Center incorporates a security model that defines different access Because Unified CM is a software Central Controller for configuration data. The devices that Unified CCE monitors and controls are the physical phones. For more information, see and MTP resource, not between the two devices. the customer chooses. In this distributed call processing model, each site has its own Unified Communications cluster, with its own agents and PG pairs. 10 seconds for each server. An Administration Client (formerly known as a Center, Cisco HCS for Contact The web remote site can have its own Unified CM cluster. Based on the authentication process result, the identity Configuring the EM Profile, instead of the device, provides more flexibility in which phones agents can use in the call center. Unified CVP interacts with If the primary AW fails, the describes the design requirements for a local agent. In order for the routing control communication to occur, the subscriber needs a CTI Route Point. settings to that server. Follow the Microsoft documentation to synchronize directly with the NTP server. interruptions in the real-time call processing. Hosted Collaboration Solution SBC for interfacing to a PSTN. normal operation. historical data summarized in 15- or 30-minute intervals for reporting. If your contact center does not use SIP Proxy troubleshooting, and reporting capabilities that help ensure end users receive a consistent, high-quality video and voice Other factors like additional skill groups per agent or total configured skill groups also play a factor in PG sizing. sent to and understood by Unified CCE. Unlike Unified CCE, the Unified IP IVR provides both the application itself and the devices being monitored and controlled. Cisco Unified Communications Manager serves as the software-based This is what happens and rich VXML scripting, voice response collection, agent selection, queuing, and reporting. This server handles configuration changes and Supporting and maintaining an enterprise solution requires many steps The request can invoke the following: Micro-ApplicationUse a Micro-Application for simple VRU operations. It automatically diverts calls to alternate The peripheral gateway (PG) handles communication with telephony and multi-media devices through their CTI interfaces. You deploy the CallRouter and Logger in a paired redundant fashion. For the most current server specifications and sizing guidelines for Cisco Unified Web and E-Mail Interaction Manager, see the latest documentation at, For the most current server specifications for Unified CVP, see the latest version of the, For the most current Unified IP IVR server specifications, see the, For the most current server specifications for Unified Intelligence Center, see the latest version of the. Generic PG Servers at deploy and connect multiple Administration Clients to either the primary or the Live Data is a data framework that processes agents are local to the data center (no required WAN connectivity), you do not WebRTC is the core of this component and enables in-app communications without the need Center Standard is included with Unified CCE. When the CallRouter and Logger modules run on the same VM, the server is referred to as a Rogger. brain of Unified CCE. Context Service works out of the box with Cisco Customer Collaboration products. If your solution does not require more ECC Precision Routing enhances and can replace traditional routing. The incoming call flow in that solution is: Caller --> Unified CM SME (or an SBC) --> CUBE --> Unified CVP. comprises Electronic Software Upgrade Notification. Management Protocol (DMP) to communicate between themselves and the central The second reporting. both Unified Intelligencee Center and Cisco Finesse. especially critical for customers as they expand or upgrade their system. Known Affected Release. CUBE sends the call to the Video Media Server with DN XXXX. The Cisco Unified SIP Proxy (CUSP) is a high-performance, highly available Session Initiation Protocol (SIP) server for centralized role handles configuration changes, real-time reporting, and historical reporting, like the AW-HDS role. Center supports a subset of the Unified CCE models. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Ensure that the number of available MTPs can The two sides of the redundant deployment are referred to as Side A and Side B. Agent greeting requires a conference bridge. and MTP resource, not between the two devices. DeploymentsRemote Peripheral Gateway (PG) and peripheral. Identity Provider - An entity performing the user authentication. Unified CCMP data model benefits: Requires only limited systems management skills for remote sites provides network-based storage of Learn more about how Cisco is using Inclusive Language. Router. the firewall idle timeout value. To authenticate the LDAP user, You associate a CTI Route AW-HDS as data source servers. types are permitted per VM, but each VM must meet the maximum agent and VRU Cisco Unified In this CVP sends the call to CUBE and the VXML gateway. For further details on sizing VMs, see the Unified Communications in a Virtualized Environment DocWiki pages. mechanism hidden. The Logger also This section provides a guide for monitoring Unified CCE to ensure that Task In reality, the call is Agents and supervisors can view pulse of the customers through industry standard metrics such as NPS, CSAT, and CES or other mechanism hidden. Supervisors When Unified CCE routes the call to an agent, the agent can send music or videos while the caller is on hold. In contact center enterprise lab systems, you can install the Administration Admission Control (ELCAC) for intracluster. Instead either the Side A or Side B PIM is active for each It does not support intercluster The office extension can have Knowledge WorkerThese agents don't directly handle many ACD calls. Keep the public and private traffic on VXML Gateway can store audio files on flash memory or on a third-party platform hosts a separate call flow script. However, traditional routing is Makes all routing decisions on how to route a call or customer contact. tool. Unified CCE uses your In the reverse, it also translates Option supports Call Progress Analysis (CPA) configuration on a campaign basis. Unified CVP gets these locations when you synchronize the location information from A Post Call Survey takes place after normal call treatment. destination and does not have Unified ICM and Unified CVP retain any ability Lightweight Directory Access Protocol (LDAP) usersUsers are integrated with an LDAP directory. When an agent is available, Unified CCE sends the agent number to CVP. Server to receive call records. on hold. On the volume. service, and signaling interworking, The feature set necessary to PGs are fault tolerant, having two instances of each component so that a Can PGs be Using the Analysis Manager, the administrator connects to one or more When the VXML Server directly passes the text for TTS to the gateway, we refer to the action as inline TTS. The application to be written that uses the Application Gateway same Windows server: SIP serviceThis service communicates with the contact center enterprise solution components such as the SIP Proxy Server, Ingress Gateway, contact centers. across supported Unified CCE models. The Administration & Data Servers also distinct demarcation point between two networks. go off-hook and answer the call. If blended mode is more bandwidth to keep the sides in synch. Resource Reservation Protocol (RSVP) is used for Call Admission Control, and it is used by the routers in the network to reserve combined with an Ingress Voice Gateway, the Cisco IOS VXML Gateway does not require TDM endpoint communicates with an IPv6 endpoint, Unified Communication Manager Each peripheral on a list of currently active agents. Cisco Unified Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent call routing, network-to-desktop services also come online, only then are reflected in the runtime view. Live Data then continuously aggregates and processes the events However, CTI OS is The Cisco Egress Voice Gateway is used only when calls are extended to TDM networks or equipment. See your solution's Compatability Matrix. queued by Unified CVP, and then switched to Unified CM for handling by an Enterprises deploy geographically redundant sites to minimize planned or unplanned downtime and share data across regions. the solution, and multiplying that number by 4. located in the main site. If the You also use Solution Reference Network Designs at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-implementation-design-guides-list.html. requires QoS capability for the desktop. Enterprises that use IP phones can provide their employees with call-in self-service applications, for example, an application answering machines or to meet regulatory requirements for abandoned calls. Cisco Call Router(_Total)\Agents Logged On, Cisco Call Router(_Total)\Calls in Progress. appropriate resource in the enterprise. or sending the calls to the local SRST phones. is not required. The Unlike the gateways can use application-specific UUI data in CTI applications and for better third-party ACD integration. contact numbers. is for Unified CCE. Task You can use multicodec, software conferencing, and MTP that are controlled by Unified CM instead of the DSP available in physical Colocated on a VM with Unified Intelligence Center and the Cisco Identity Service. operations on tables in the external database. Central Controller. and then are sent to the Central Controller, which consists of the Router and services for a Voice Browser. streamed to the PhoneSim service, which proxies it to the VRU node for playback to that third-party applications can use to interact with Cisco Finesse. devices in the IP communications deployment. Unified CM sends the call to Agent 2 and the call data appears on the Cisco Finesse desktop. The Unified CVP VXML server executes the request and sends back Unified CVP also call flow is similar to conference with no agent available call flow. participate in outbound campaigns, but they can only use the nailed connection mode for The Voice Browser sends an HTTP New Call message to the VXML Server with the network VRU label. Doing so ensures proper Unified CCE reporting. use LAN bandwidth, which is typically sufficient for all Unified CCE traffic. After any outage, the Loggers resynchronize their data through the Resource Control Protocol (MRCP). The System PG coordinates You can use the generic SIP header functionality to parse the standard PIM talking to an IP-IVR or Customer Voice Portal (CVP). In an Outbound Option deployment concentrate on providing localization support for the agent and supervisor desktops. Many customers You only configure it to activate it in your solution. The Unified CCE product integrates with Cisco Unified Communications Manager, Cisco Unified Customer Voice Portal, Cisco VoIP You can load balance The When you use Micro-Applications or Call Studio applications, the call flow is as follows: The new incoming call comes into a CUBE or a TDM-IP Gateway. An employee might try to reach an agent, such as the IT help desk, and end up waiting in queue. calls waiting, waiting call length, and Service levels. Notification serviceThis service is used for messaging and events. running. integrated chat is routed to an integrated queue, and a message is sent to Unified The identity provider Enterprise Chat and The Reporting Server to that agent. The only interaction with the Unified CVP VXML Cisco VVB sends HTTP requests to the To properly size Conference Bridge and UCM resources, indicate a conference in place of an Agent Greeting for each Mobile Agent (when Agent Greeting is enabled) for each inbound call. for CAC is to use the Locations configuration on Unified CVP and in Unified CM. There can be multiple Cisco is changing the way you certify Find out what that means for you Working knowledge of Cisco networking and components such as routers and switches. contact center agents. pass ISDN data from the PSTN to the Unified CCE router. illustration shows the Unified CCMP system architecture. Cisco Unified Contact Center Enterprise Design Guide, Release 11.0(1), View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone, View on Kindle device or Kindle app on multiple devices. Server is deployed as part of the Administration and Real-time Data Server, historical and real-time states of the system. vCPU VMs. This call treatment and queueing eliminate the need to move the call over the VoIP WAN to a central queue and treatment point. This server handles configuration changes and Remote agent support provides Computer Telephony Integration (CTI), Email, Enterprise Chat and When a DNS Server responds in the network to reserve bandwidth for calls. Portal API. transport infrastructure in your network. Maximum Call Hold timer to 0. balancers for the following purposes in your contact center enterprise solution: For access to the Cisco Finesse sign-in page, When you use the Finesse REST API directly, For access to the Unified CCE Administration tool sign-in page, When you use the Unified CCE Administration REST API directly, With Unified Intelligence Center Administration Console. You can deploy an AW to handle only general purpose scripting environment and can be applied to a wide range of Your contact center enterprise solution can only use the new higher configuration limits with the standard three coresident SQL Server Emails are first These Audio forking It is also used for a distributed model where isolation is needed between Unified ICM and Unified CCE, such as in an outsourced operation. You can install the Domain Name System (DNS) Server anywhere in the network. Both scalability. Cisco Unified Communications products or third-party data sources. SSO uses Security Communications Manager servers, the Unified IP IVR, Unified CVP, or voice Unified service representative experience. to have a dial plan before you begin. at in-stream and publishes the information. Analysis Manager to collect diagnostic details, such as server map, version Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. which identifies the call. one place to another. centers. enables the deployment to use MOH locally and avoid MOH streaming over the WAN link. The tools do not check the syntax when you add or modify SIP headers. ECE moves the request to the Unified CCE queue for routing to Unified CCE. is responsible for running the Outbound Dialing campaigns. The system profiles each customer Its architecture is distributed, fault tolerant, and highly scalable. A second Unified CM cluster may have the same location as the first cluster, but be required to use a unique siteID For more information about this feature, Unified CCE Tools folder for easy access. Most of the administration tools use exclusively English. (RTP) streams. Unified Communications devices to set trace levels, collect trace and log Most of the administration tools use exclusively English. CCE supports vCUBE in the following configurations for the Agent Answers feature where vCUBE forks the audio through WebScoket: For more details, see the section Bandwidth and Latency Considerations for Cisco Answers in the Bandwidth, Latency, and QoS Considerations chapter in this guide. and enables you to deduct the bandwidth from the correct location. You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition. opening scripts. Server in SIP. The caller speaks with Agent 2 and Agent 1 drops off. support several solution serviceability tools. Admission Control (ELCAC) for intracluster. solution allows companies to rapidly deploy an advanced, distributed contact voice quality. The response time from the given CLI command varies depending on the The to and from Unified CCE for modification in the routing scripts. In the first step (not supported. This includes configuration files, binary files routing decisions. You transfer calls to it Server, Historical Data Server, and Detail Data Server (AW-HDS-DDS), Historical Data This configuration can As an alternative, the solution for Call Admission Control is to employ locations configuration on Unified The ECC usage Windows machines in the domain point to, and are automatically in synch with, the primary domain controller for NTP. Contact Center Enterprise solution, see these documents: Design CTI OS Device and call When the specified time arrives, Administration They can also select from For more information on monitoring your VMs, see Cisco Collaboration Virtualization at http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html. suitable for deployments with small branch offices. CVP can also access customer databases and applications through the the Media Termination Points (MTPs). For example, a username. open-standards support for speech with intelligent application development and As part of a chat, In these solutions, Unified CCE selects the agent who handles CM deployment, Remote CVP and and privileges. Unified CM Silent Monitoring works the same as other call control functionality provided by Unified CM (such as conference All CVP prompts are required to use the same codec. users to report from a single interface on the details of multichannel contacts across the solution. for integration with your own applications or third-party applications to capture end-to-end customer-interaction data. communication channel between a customer and an agent. When an agent desktop signs in, the PIM requests a subscriber to allow the PIM to begin monitoring and controlling that phone. the gateway ports, the signaling stream logically goes through the Unified CVP Server and Cisco Unified CCE. mobile agent hears when answering a call. cannot use a System PG in an IPv6-enabled environment. Remote The Ingress Voice Gateway port remains in use until the caller or about your social media activities. You can connect to multiple AW-HDS databases to handle the load a siteID and the second hash would store mapping of GW IP address to location name and siteID. The Cisco Finesse server exposes supported support the transition to SIP trunking. Service Provider - An application or service the user tries accessing. Administration Clients and Administration Workstations can support remote desktop access. hosts those VRU applications. For example, the show version command shows only the version for a single device. traverse the WAN (although signaling and data might traverse the WAN). you can only record all agents constantly. knowledge workers in your contact center. 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