Contact Center Enterprise Solutions SSO Overview, Design, Deployment and CSDL Overview

Transcription

1

2 Contact Center Enterprise Solutions SSO Overview, Design, Deployment and CSDL Overview Vipin Palawat BRKCCT-1041

3 Cisco Spark Ask Question, Get Answers Use Cisco Spark to communicate with the speaker during the event! What if I have a question after visiting Cisco Live?... Cisco Spark How? Spark rooms will be available until July 29, Go to the Cisco Live Mobile app 2. Find this session 3. Click the join link in the session description 4. Navigate to the room, room name = Session ID 5. Enter messages in the room BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 3

4 Agenda Single Sign-on Introduction Single Sign-on for Enterprise reference designs Single Sign-on deployment considerations Introduction Contact Center Enterprise Security and Secure Development Lifecycle Conclusion Planned security updates

5 Disclaimer * The Cisco products, services or features identified in this document may not yet be available or may not be available in all areas and may be subject to change without notice, and Cisco will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this document. Consult your local Cisco business contact for information on the products or services available in your area. You can find additional information via Cisco s World Wide Web server at Actual performance and environmental costs of Cisco products will vary depending on individual customer configurations and conditions. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 5

6 Single Sign-on Introduction

7 The Problem With Passwords BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 7

8 UCCE / PCCE Interfaces (Login separately) Finesse CUIC EIM WIM Media Sense ISE CCE Administration BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 8

9 Single Sign-On Definition SSO (Single Sign On) means that user logs in to application once and user will be "automatically" signed in to every other authorized application, regardless of the platform, technology and domain. With SSO the barriers for deploying stronger authentication is much lower. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 9

10 Single Sign On Is Not just about login experience This is why it is important for end user and admins As an end user, I want to: Sign-on once for all of my applications and services Login to different authorized applications without being re-prompted for login As an administrator, I want to: Why can t I login once across all my Cisco products and search for a contact to collaborate faster? Manage all users add, edit and delete from common directory. Enforce password policies for all users consistently. Allow external applications to use my managed user identities for authentication and authorization. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 10

11 SSO Concepts (SAML) Allows an Identity Provider to provide Assertions to a Service Provider about a Principal Allows a Service Provider to query an Identity Provider about a Principal Service Provider an entity providing a service that needs authentication (SAML consumer) Identity Provider an entity that can authenticate a user (SAML authority) Principal the identity that the user is using (usually an end user) Assertions Statements about identity Authentication Attributes Authorization Queries Questions about identity Authentication Attributes Authorization BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 11

12 SAML in action Browser Get Identity Page Browse to web page Needs authentication Redirect to identity provider Identity Provider Service 1 BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 12

13 Browser User Authenticates Login Username: Identity Provider Password: Continue Cancel Service 1 BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 13

14 Browser Successful response XHTML form post back to Service 1 Post to Success URL with signed SAML Response Authentication Succeeds Identity Provider Service 1 This works great for simple browser based applications. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 14

15 SSO Concepts (Oauth) OAuth (Open Authorization) is an open standard for authorization. It allows users to allow access to their private resources (e.g. photos, videos, contact lists) implemented by a provider to a consumer of those resources without having to hand out their credentials, typically username and password. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 15

16 Where have I seen this before? BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 16

17 OAuth Flow Browser Browsing Site Service 1 (Consumer) POST to Request URL consumer_key Service 2 (Provider) Response Unauthorized Token oauth_token BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 17

18 OAuth Flow Browser Provider Authenticates User (possibly through SAML) Redirct to GET to Auth URL oauth_token oauth_callback Service 1 (Consumer) Service 2 (Provider) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 18

19 OAuth Flow Browser Service 1 would like to access your account. They request to perform the following operations: Upload Pictures Update Status Allow Deny Service 1 (Consumer) Service 2 (Provider) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 19

20 OAuth Flow Browser GET oauth_callback Redirect to oauth_callback Service 1 (Consumer) GET/POST using oauth_token Service 2 (Provider) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 20

21 SSO Protocol Summary Allows secure authentication without exposing users credentials outside authentication provider Allows secure consumer-server authorization without credentials Together SAML and OAuth make it possible for a user to authenticate once securely - and allow access to their data as needed BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 21

22 SSO Cisco Implementation Summary Auth code Grant flow 1. IdP Identity Provider Explicit Initial Trust Agreement 2. IdS Cisco Identity Service SP Service Provider Authorization Server Validate Token 3. Resource Server e.g. Finesse SAML Only browser access OAuth If browser based application involves REST API and gadgets Client Client BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 22

23 Authentication and Authorization Authentication is the process of verifying that "you are who you say you are" Enterprise IdP is responsible Yes, you are Vipin Palawat Authorization is the process of verifying that you are permitted to do what you are trying to do Done by a individual applications (example: Finesse, CUIC, CCE) through a trusted IdS. Role based access control is still owned by individual applications. Cisco IdS acts as an authorization server to bridge between IdP and applications. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 23

24 BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 24

25 Which IdP Does Cisco Support? Cisco goal is to supports any IdP vendor that is compliant with the SAMLv2 Oasis Standard. As a Cisco tested reference model, we currently test our products against selected authentication methods of the following IdP s: Microsoft Active Directory Federation Services (ADFS) 2.x / 3.0 initial support Configured as an IdP Stored identity profiles Eventually support any IdP that supports SAMLv2 Stretch Goal for Release 11.5 Oracle PingFederate Open Access Manager BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 25

26 6. Present Assertion to IdS 8. Issue Tokens 7. Generate/Persist Tokens SSO Message Flow 0. Metadata 10. Role based access control Application (Finesse, CUIC, UCCE, MediaSense, etc) SSO Valve Client Lib IdS 11.Validate Token Cisco Identity Service (IdS) [Authorization Server] Identity Provider (IdP) [ADFS, PingIdentity, Oracle, etc] Corporate Directory New addition required for SSO 1. Idp cookies 2. Persist Refresh Token and Cache BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 26

27 SSO Design

28 SSO Questions you may have Which topologies are supported with SSO? What is SSO Hybrid mode? Can I use both address and userid? What needs to be installed and configured for enabling SSO? Procedure for SSO logout Third party integrations User experience Can I enable SSO for administrators? BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 28

29 Enterprise Reference Designs SSO Support Reference Designs PCCE Solution HCS-CC Solution UCCE Solution 2000 Agent Yes Yes Yes 4000 Agent Yes Yes Agent Yes (with limits)* Yes (with limits)* Contact Director Yes(with limits)* * -- Release 11.5 will only be supporting max 4000 active SSO agents for agent reference design active SSO agents planned for future. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 29

30 Enterprise Reference Design SSO Component Support Core Components VRU: CVP ACD: CCE Desktop: Finesse Reporting: CUIC Integrated Features (ON/OFF) No additional hardware Cisco Optional Components (Additional hardware/vm) MediaSense Cisco Unified SIP Proxy Remote Expert Mobile Enterprise Chat and Remote Silent Monitoring SocialMiner Call Control: UCM Gateways Third Party Optional Components Additional hardware/vm Topology Options Centralized Distributed Global Remote Office Options (Office with Agents, Office with Agents and LBO, Home Agent with CVO, Mobile Agent) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 30

31 Enterprise Reference Design SSO Component Support Core Components SSO for Agent and Supervisors only in Release 11.5 VRU: CVP ACD: CCE Desktop: Finesse Reporting: CUIC Integrated Features (ON/OFF) No additional hardware Cisco Optional Components (Additional hardware/vm) MediaSense Cisco Unified SIP Proxy Remote Expert Mobile Enterprise Chat and Remote Silent Monitoring SocialMiner Call Control: UCM Gateways, CVVB Third Party Optional Components (SSO Java Client Library available) Additional hardware/vm egain VIM Topology Options Centralized Distributed Global Remote Office Options (Office with Agents, Office with Agents and LBO, Home Agent with CVO, Mobile Agent) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 31

32 Enterprise Reference Design SSO Topology Support * -- Could be centralized or distributed Centralized Side A Side B Geographic Redundant DC Distributed Side A 80 ms RTT Side B Note: 1. Global topology and Remote PGs are not supported in Release Additional PGs and its peripheral can be added if they are co-resident with core DC or within 80ms RTT from core DC. Global Side A Core DC* 80 ms RTT Side B 400 ms RTT UCM PG MR PG VRU PG Remote DC (n) ** Peripheral UCM, Finn CVP Remote Office Options Office with Agents Office with Agents and LBO 200 ms RTT Home Agent with CVO Mobile Agent BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 32

33 Third Party SSO Integration Java Client Library Components and Partners need to use Java only Client Library to achieve SSO for Java applications (gadgets, web apps). Non Java integrations not supported in Targeted for future releases. address Requirement for multi-domain Enterprise users which are SSO enabled (in hybrid or full SSO modes) will be required to use address for multiple domains. Absolutely all supervisors (non-sso or SSO) need to use address in Release 11.5 Allows just userid for a single domain BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 33

34 Logout for SSO No single global logout, only single application logout in ways to log out OS user logout (Recommended) Browser: Logout from all applications and quit/exit browser IMPORTANT!!! If you logout from only one application and another agent use same browser, he could login automatically to another application where explicit logout were not performed. Close and quit browser (important for Mac users) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 34

35 HTTPS requirement for SSO HTTPS is required for SSO feature to be enabled across enterprise solution. Finesse now supports the same scale for HTTP and HTTPS Finesse can support 2000 agents per cluster in 11.5 with HTTPS Clear solution documented steps for enabling HTTPS across solution Using self signed certificates CA signed certificates Browser behavior and requirements for self-signed and signed certificates BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 35

36 SSO Deployment Options There are three modes of deployment supported for Enterprise Contact Center solutions: 1. SSO OFF Existing AD based and local authentication No experience change for Agents when SSO is OFF 2. SSO Enabled Every component in deployment is enabled with SSO for agents and supervisors (Two step login) Step 1: Agent is served the login page from IdP Step 2: Application landing page for any additional inputs (example extension in Finesse), and other information. Finally, application browser interface based on role 3. SSO Hybrid User based decision to enable SSO. Allow phased migration of agents to SSO. Allows enabling SSO for local PGs Allows enabling SSO for agents up to max limit of 4000 SSO agents in agent reference design. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 36

37 Mixed Authentication IdS In the same CC application server we can have users that are SSO enabled and users that are local authenticated SSO Valve/Realm SSO process initiated or Local Authentication Local authentication Authorization Process Get Roles User DB Verifies credentials CC Application 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public 37

38 SSO Hybrid Deployment Finesse User Experience 1. Agent provides address in a Login Information Page and thereafter experience bifurcates SSO enabled agents provided with IdP served login page, followed by landing page (to enter extension etc.) Non-SSO enabled agents, are presented the usual login page with extension 2. Agent presented Finesse desktop BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 38

39 Log in Information page (Hybrid Mode) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 39

40 Example Authentication page served by Idp BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 40

41 SSO Finesse landing page (IdP authentication) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 41

42 Usual Non-SSO login page BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 42

43 SSO Configuration Flow 1. Install or upgrade to Install IdS (Standalone or co-located) 3. Configure IdP 4. Configure System Inventory 5. Configure IdS (using SSO gadget) 6. Register Components with IdS 7. Test SSO (optional) 8. Set SSO mode (Non SSO, SSO or hybrid) 9. Enable SSO for users individually by using tools 10.Enable multiple users for SSO (using the Migration Tool if address is used). BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 43

44 SSO System Inventory Note: Don t use IP address for server. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 44

45 Configure IdS BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 45

46 Configure IdS BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 46

47 BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 47

48 BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 48

49 IdS Registration and SSO Mode Global Selection BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 49

50 SSO Configure IdS and register components IdP Metadata exchange Maintains Inventory Ids Client CCE Admin App IdP Metadata Upload, Download IdS Config Gadget IdS Config Client Registration IdS-A Config Config, Authcode Replication IdS-B Config Provides UI to List, View State and Register components SSO config GET/PUT SSO state GET/PUT CUIC Finesse MediaSense Others BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 50

51 SSO Design Considerations and Summary Hybrid Mode available for enterprise solution. Allows phased and controlled migration and allows deployment with certain components not yet SSO enabled. FIPPA supported in hybrid mode Available in Hybrid mode for non SSO agents and supervisors Multiple domains for users handled by IdP for federated use case Cisco IdS Serviceability RTMT, Syslog All server addressing using FQDN Impact on NAT, DNS mandatory for Finesse, CUIC and IdS hosts BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 51

52 SSO Design Considerations and Summary Failover for IdS handled by idsclientlib used by components Token Caching by idsclientlib, in components On Refresh token expiry, the user has to re-login. Default: 24 hours and can be changed. Token handling by Cisco IdS: Validation by IdS only Any IdS can issue and validate, tokens and authcode from other IdS redundant pair Token refreshing by any IdS BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 52

53 SSO Deployment Considerations

54 Cisco IdS Deployment Options Reference Designs PCCE Solution 2000 Agent IdS Co-located with CUIC/LD onbox HCS-CC Solution IdS Co-located with CUIC/LD onbox UCCE Solution IdS Co-located with CUIC/LD onbox 4000 Agent Standalone IdS (4vCPU) Standalone IdS (4vCPU) Agent Standalone IdS (4vCPU)* Standalone IdS (4vCPU)* IdS cluster of active-active for now, WAN deployable with max 80ms RTT * -- Release 11.5 will only be supporting max 4000 active SSO agents for agent reference design. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 54

55 SSO Phased Migration Planning for SSO, user details moved to IdP/LDAP All servers are configured with FQDN and IP Addresses should not be used Ensure user records in Application databases are marked with sso/non-sso If Hybrid mode has to be supported User records should be keyed on UPNs ( -id) for multi-domain or use existing userid for single domain. Appropriate mapping should be used to migrate existing data. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 55

56 User Migration Packaged CCE and Unified CCE SSO enabled agents have to use address as login ID for multidomain and userid (or format) for single domain. Export/Import Tool Extracts all agents & supervisors to CSV file Admin change SSO-enabled agents & supervisors to UPN format Admin import CSV file (to update login name in the person table) CSV could be used to populate ADFS(automatic update to ADFS is not in 11.5) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 56

57 Cisco Secure Development Lifecycle (CSDL) Introduction

58 Cisco Secure Development Lifecycle (CSDL) BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 58

59 CSDL Introduction Cisco Secure Development Lifecycle is an internal security baseline. CSDL does not intend to fulfill customer certification requirements. Product Security Baseline (PSB) Logging/Audit, Credentials Control, Privacy/Data security, Authentication/Authorization, Encryption Infrastructure, Vulnerability management, Support and operations 3 rd Party Software Cisco Open Source Initiative (COSI) Register libraries in IP Central, Establish maintenance plan, Address known vulnerabilities Cisco Intelishield Alert Manager (CIAM) Register for alerts on any 3rdparty code Secure Design: Threat Modeling Identify system data flow and trust boundaries Review auto-generated threats Prioritize and implement mitigations Secure Coding Cisco/CCBU Secure Coding Guidelines Use SAFE libraries Security Awareness/Training/Emphasis Cisco White/Green/Black Belt Ninja Training Annual Security Conference Static Analysis Coverity for C/C++ Jtest and Sonar for Java 70+ rule checks for code inspection Automated as part of the build and Continuous Integration Vulnerability Testing Fuzz testing All protocols implemented in the product All ports and services Cisco Internal VT Tool Codenomicon for Protocol Robustness Testing IBM Rational AppScan for Application VT BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 59

60 Planned SSO Security Updates

61 Planned for future release Global topology Remote DC More than 4K concurrent UCCE Agents (SSO enabled) Global logout. 3rd party applications library (Beyond Java client library) Additional IdP support beyond ADFS (Ping Identity, Oracle, etc) Additional Cisco optional components SSO support: RSM and REM LDAP Sync for Enterprise BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 61

62 Key Takeaways SSO is going to be available as part of 11.5 release of Contact Center Enterprise Solutions. Cisco IdS is a new component required for enabling SSO across solution. Hybrid mode for phased migration SSO available for agents and supervisors Up to 4000 active SSO agents supported for all Enterprise reference designs. BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 62

63 Complete Your Online Session Evaluation Give us your feedback to be entered into a Daily Survey Drawing. A daily winner will receive a $750 Amazon gift card. Complete your session surveys through the Cisco Live mobile app or from the Session Catalog on CiscoLive.com/us. Don t forget: Cisco Live sessions will be available for viewing on-demand after the event at CiscoLive.com/Online BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 63

64 2016 Contact Center Week at a Glance Monday (July 11) Tuesday (July 12) Wednesday (July 13) Thursday (July 14) PSOCCT-0001 (8:30-9:30) Customer Care for the Digital Era (C.Botting,F.Jensen) DEVNET-1130 (9:00-9:45) Cisco Enterprise Customer Care Platform and APIs (S.Kaimal) DEVNET-1024 (11:00-11:45) DevNet Workshop - Finesse APIs: Getting Started with the REST APIs and XMPP Events (D.Kwan)) Lunch & Learn (12:15-1:15) Cisco, delivering customer value (C.Healey, C. Yannakopoulos ) DEVNET-2050 (1:00-1:45) Building recording and monitoring applications with the MediaSense API (K.Rehor) OPENING KEYNOTE 10:30-11:30 Chuck Robbins/Karen Walker BRKCCT :30-3:30 Cisco Unified Contact Center Express Update and Roadmap (G.Variyath) BRKCCT :30-3:30 Cisco Unified Contact Center Enterprise and CVP Overview and Roadmap (R.Goel, J.Lundy ) PSOCCT :00-3:00 Digital Customer Care - How IT Can Prepare for Customer Care 2.0 (K.McPartlan) BRKCCT :00-5:30 Deliver Omnichannel Customer Care With Cisco Contact Center Enterprise (W.Nijenhuis) BRKCCT :00-5:30 Cisco Recording for Customer Care (A.Verma) WELCOME RECEPTION 5:00-7:30 World of Solutions BRKCCT :00-10:00 Solution Troubleshooting for Unified Contact Center Enterprise (H.Esser) BRKCCT :00-10:00 Contact Center integration with Context Service, Tropo, Zendesk, REST APIs and other cloud services (B. Cole, F. Kicenko) DEVNET-1692 (11:00-11:45) DevNet Workshop - Creating a Custom Gadget Using the Finesse Javascript Library API (D.Kwan)) DEVNET :00-12:45 Building recording and monitoring applications with the MediaSense API (K.Rehor) Lunch & Learns (12:00-1:00) -Customer Care UCCE (J.Lundy) -UCCX (G.Variyath) Cisco - Customer Care (C.Healey, C. Yannakopoulos ) CUSTOMER CARE NDA ROADMAP (CCP) (1:30-3:30) BRKCCT-1009 (1:30-3:00) Cloud Customer Care (C.Logue, G.Olmsted) BRKCCT :30-3:00 Hosted Collaboration Service Contact Center Solution and Design Implementation Overview (A.Mermel,M.Varghese) BRKCCT-2007 (1:30-3:30) Cisco Unified Contact Center Enterprise Planning and Design (M. Berenjian,M.Eady) DEVNET-2046 (3:00-3:45) Cisco Contact Center Enterpise Outbound Options - A technical look at what's new (S.Kaimal, D.Wake) DEVNET-2046 (4:00-4:45) Cisco Contact Center Enterpise Outbound Options - A technical look at what's new (S.Kaimal, D.Wake) BRKCCT-2056 (4:00-5:30) Contact Center Reporting : Cisco Unified Intelligence Center (V.Gururaj) BRKCCT-1041 (4:00-5:30) Contact Center Enterprise Solutions SSO Overview, Design, Deployment and CSDL introduction(v.palawat) NETWORKING RECEPTION 5:00-6:30 World of Solutions BRKUCC :00-10:00 Network Media Recording and Streaming with Cisco MediaSense (C.Ward) DEVNET-1024 (11:00-11:45) DevNet Workshop - Finesse APIs: Getting Started with the REST APIs and XMPP Events (D.Kwan)) Lunch & Learns (12:00-1:00) -Contact Center Enterprise Solutions Reference Designs (V.Palawat) -Packaged Contact Center Enterprise Features and Roadmap (S.Kaimal) - Migrating from IOS VoiceXML Browser to Virtualized Voice Browser (VVB) (R.Goel) BRKCCT :30-3:30 Introduction to New Features and Troubleshooting in Unified Contact Center Express 11.0 (M.Turnbow,,C.Lewis) BRKCCT :30-3:30 Deliver Omnichannel Customer Experience with Digital and Mobile channels - Remote Expert Mobile (R.Gupta) BRKCCT :00-5:30 Cisco Finesse - The Next Generation Agent Collaboration Experience (T.Phipps, C.Del Grande) Hoppy Hour (5:00-6:30) World of Solutions CUSTOMER APPRECIATION 7:30-11:00 Elle King/Maroon5 T-Mobile Arena Interests - Color Coding UCCE UCCX All Solutions Lunch & Learn Keynote/Event INNOVATION TALK:9:00-10:00 R. Trollope/Jens Meggers BRKCCT :30-12:00 Contact Center Enterprise Precision Routing: A Powerful Way to Find the Best Match (C.Logue, M.Chen) DEVNET-1692 (11:00-11:45) DevNet Workshop - Creating a Custom Gadget Using the Finesse Javascript Library API (D.Kwan)) BRKCCT :00-2:30 Context Service: cloud-based omnichannel solution for Contact Center Enterprise and Express (V.Chhabra) GUEST KEYNOTE 3:00-4:00 Kevin Spacey Walk in Self Paced Labs All week LABCCT-1011 Scheduled report genertaion and Scheduling Reports via in CUIC (A. Bhattacharjee, R. Pandit) LABCCT-2011 Configuring Cisco Finesse IP Phone Agent Feature on UCCX 11.0 (A. Bhattacharjee, R. Pandit) LABCCT-2012 UCCE Solutions - Hands on CVP features: Courtesy callback, Whisper announcement, Agent greeting, Post call survey (D.K. Singh, R. Amaya) LABCCT-2013 Configuring Jabber as endpoint for UCCX agents with Cisco Presence. (A. Bhattacharjee, R. Pandit) 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

65 Continue Your Education Demos in the Cisco campus Walk-in Self-Paced Labs Lunch & Learn Meet the Engineer 1:1 meetings Related sessions BRKCCT Cisco and/or its affiliates. All rights reserved. Cisco Public 65

66 Please join us for the Service Provider Innovation Talk featuring: Yvette Kanouff Senior Vice President and General Manager, SP Business Joe Cozzolino Senior Vice President, Cisco Services Thursday, July 14 th, :30 am - 12:30pm, In the Oceanside A room What to expect from this innovation talk Insights on market trends and forecasts Preview of key technologies and capabilities Innovative demonstrations of the latest and greatest products Better understanding of how Cisco can help you succeed Register to attend the session live now or watch the broadcast on cisco.com

67 Thank you

68