Cisco Contact Center Express 10.0: Feature Design, Deployment, and Troubleshooting

Transcription

1 Cisco Contact Center Express 10.0: Feature Design, Deployment, and Troubleshooting Ron Rodriguez, Technical Solutions Manager CBABU Mike Turnbow, Technical Solutions Manager CBABU

2 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

3 Accessing Pods Remote Desktop Manager is installed on all the computers 3

4 Enhancements

5 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 REST APIs in the Real World ******** application/xml <User> <state>login</state> <extension>2001</extension> </User> 5

6 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 Recording Configuration Resource Resource Group Skill Team Trigger DB Purge Schedule DB Purge Now DB Purge Configuration Status Cisco Finesse Desktop and Configuration APIs 6

7 XML files are located on Agent Desktop 1 in C:\UCCX_Lab

8 Finesse Activation utils service list Unsupported to run CAD & Finesse concurrently CCX 10.0 CAD Finesse Two Desktops Only one active 8

9 Extend and Connect Persistent Connection Call Flow CCX 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 Agent UCM 9

10 Finesse

11 Cisco Finesse for CCX 10.0(1) Feature Set Agent & Supervisor Features 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 Platform & Solution 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 11

12 Site A Deployment Models Supports all current UCCX deployment models Single Node HAoLAN HAoWAN Desktop (Site A) Desktop (Site B) Cisco Finesse Cisco Finesse Site B UCCX (Primary) UCCX (Secondary) Active Connection Inactive Connection (for Failover) Various Communication 12

13 UCCX Cisco Tomcat Desktop Browser Finesse Architecture Cisco Finesse Administration (Administrator Desktop) Cisco Finesse (Agent & Supervisor Desktop) Apache Shindig UCCX Realm CCX Notification Service cfadmin (Administrator WAR) 3rdpartygadget (3 rd Party Gadget WAR) desktop (Agent Desktop WAR) finesse (REST API WAR) UCCX DB (Informix) 3rdpartygadget home directory Cisco Unified CCX Engine Other Services UCM GED-188 Hibernate JTAPI AXL HTTPS (Admin) HTTPS XMPP (Agent) (BOSH) XMPP 13

14 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 Use Cisco Finesse as usual Access for updates Accessible after browser freeze or crash 14

15 Finesse Gadgets <?xml version="1.0" encoding="utf-8"?> <Module> <ModulePrefs> </ModulePrefs> <UserPrefs> </UserPrefs> <Content type="html"> <! [CDATA[ Custom JavaScript and HTML goes Here! ]]> </Content> </Module> Gadget XML Specification Web Service 2 OpenSocial Gadget Spec Gadget Request Gadget Response AJAX Call Request 6 AJAX Call Response 1 5 Metadata Custom Gadget Code Gadget Server Container Proxy 3 7 Gadgets use existing web standards XML to define metadata HTML for markup JavaScript for interactivity CSS for presentation OpenSocial Gadget specification HTML Gadget AJAX Request AJAX Response 4 Gadget 3 rd Party Gadget Finesse Server Finesse Client/Browser 15

16 MediaSense

17 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

18 Recording with MediaSense Call Control Service Media Service 9 11 API 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 18

19 CUIC Live Data

20 Overview Licensing Considerations IP IVR: No Live Data Reports Standard: Supervisor Reports Only Enhanced/Premium: Supervisor and Agent Reports Live Data reports only available in Grid view 20

21 CVD CVD UCCX UCCX CUIC Tomcat CUIC Tomcat Desktop Browser Live Data Architecture Browser receives via OpenFire XMPP over BOSH Tunnel CUIC Gadget Cisco AJAX XMPP Library Shared BOSH Tunnel with Finesse Desktop CUIC Subscribes to Data Pulls initial snapshot via REST API Subscribes to particular topics on JMS bus CUIC Publisher CCX Notification Service CUIC Subscriber CCX Notification Service CCX Engine Publishes Data Every 3 seconds Cisco Unified CCX Engine Message Queue Broker (JMS) Cisco Unified CCX Engine Message Queue Broker (JMS) Primary Secondary Data Feeds Replicated Primary Live Data Node follows Engine Master Primary Historical Node follows non Engine Master 21

22 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

23 Solution Enhancements and Troubleshooting in Unified Contact Center Express 10.0 BRKCCT-2015 Learn how to configure and troubleshoot the new features inside Contact Center Express 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

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25 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

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27 Related Customer Collaboration Sessions BRKCCT-1011 Contact Center Express Update and Roadmap Monday 08:00 AM Contact Center Enterprise and CVP Overview and BRKCCT-1051 Roadmap Monday 08:00 AM Unified Intelligence Center: Standard and Custom Reporting on BRKCCT-2056 Contact Center Express and Contact Center Enterprise Monday 10:00 AM Cisco Customer Collaboration: Why it's the Right Choice for Your BRKCCT-0001 Contact Center Tuesday 08:00 AM BRKCCT-2007 Contact Center Enterprise Planning and Design Tuesday 12:30 PM BRKCCT-2058 Deploying and Managing Packaged CCE Tuesday 03:00 PM 27

28 Related Customer Collaboration Sessions BRKCCT-1002 Hosted Collaboration Service Contact Center Overview Wednesday 08:00 AM BRKCCT-1009 Cisco Customer Collaboration Architectural Vision Wednesday 04:00 PM Cisco Finesse - The Next Generation Agent Collaboration BRKCCT-1031 Experience Wednesday 08:00 AM Solution Enhancements and Troubleshooting in Unified Contact BRKCCT-2015 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 Contact Center Express Planning and Design Thursday 02:30 PM BRKCCT-2027 CVP Scripting - Call Studio Thursday 12:30 PM Building recording and monitoring applications with the BRKCCT-2050 MediaSense API Thursday 08:00 AM BRKCCT-2051 Cisco Outbound Option Planning and Design Thursday 02:30 PM 28

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30 Appendix

31 Finesse Failover Desktop Browser Cisco Tomcat Desktop Browser Cisco Tomcat CCX Notification Service CCX Notification Service OUT_OF_SERVICE IN_SERVICE CCX Engine OUT_OF_SERVICE IN_SERVICE CCX Engine UCCX Side A Secondary Master UCCX Side B Secondary Master 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 31

32 Finesse Failover Desktop Browser Cisco Tomcat Desktop Browser Cisco Tomcat CCX Notification Service CCX Notification Service OUT_OF_SERVICE IN_SERVICE CCX Engine OUT_OF_SERVICE CCX Engine UCCX Side A Master UCCX Side B Secondary 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 relogin 32

33 Finesse Failover Desktop Browser Cisco Tomcat Desktop Browser Cisco Tomcat CCX Notification Service CCX Notification Service OUT_OF_SERVICE IN_SERVICE CCX Engine OUT_OF_SERVICE CCX Engine UCCX Side A Master UCCX Side B Secondary 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 33

34 Cisco Tomcat Cisco Tomcat Desktop Browser Desktop Browser Finesse Failover CCX Notification Service CCX Notification Service IN_SERVICE CCX Engine OUT_OF_SERVICE CCX Engine OUT_OF_SERVICE UCCX Side A Master UCCX Side B Secondary 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 34

35 Finesse Failover Desktop Browser Cisco Tomcat Desktop Browser Cisco Tomcat CCX Notification Service CCX Notification Service IN_SERVICE CCX Engine OUT_OF_SERVICE IN_SERVICE CCX Engine UCCX Side A Master UCCX Side B Secondary Master 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 35 IN_SERVICE Clients can connect and operate with both sites Once WAN link is reestablished, CCX converges on Primary node as master. Clients connected to non-master node will be redirected