Advanced Core Functionality and Routing with Cisco ICM Enterprise and Cisco IPCC Enterprise

Advanced Core Functionality and Routing with Cisco ICM Enterprise and Cisco IPCC Enterprise Session 2 Copyright Printed in USA.

The Next Chapter in Customer Service 3 Customer Interaction Network Distributed IP-based control Agent location independence Contact treatment either at the edge or the center of the network Multi-channel services CRM integration (Siebel, PeopleSoft, SAP, Oracle, Others) Open integration with traditional applications 4 Copyright Printed in USA.

Agenda Universal Queue with TDM New PG Types Redundant Strategies Queuing Strategies Flexible Administration QoS Q&A During and After 5 Universal Queue with TDM 6 Copyright Printed in USA.

Universal Queue for TDM Switches Problem How to integrate non-telephony contact handling into a traditional inbound call center using TDM ACD Switch Equipment Solution The Agent Selection Manager (ASM) in conjunction with Cisco ICM allows an external system (email, web collaboration/chat) to request to have a call center agent, with a particular skill set, selected and reserved for a non-telephony contact 7 Universal Queue for TDM Switches Architecture Single Call Center Public Internet Data Center at Central Location Email or Chat System ASM and VRU PG Customer Call Center Telephone Agent's Workstaton Router Phantom Phone ACD ACD PG/CG Logger 8 Copyright Printed in USA.

Universal Queue for TDM Switches Architecture Multiple Contact Centers Data Center at Central Location Public Internet Email/Chat System ASM and VRU PG Call Center 1 Call Center 2 Router Call Center 3 Logger 9 Universal Queue for TDM Switches The solution relies on routing scripts in Cisco ICM to select the correct call center and the skill group to route the non-telephony contact to The ASM relies on the queuing mechanism of Cisco ICM for non-telephony contacts when agents are not available to handle these contacts Supports multiple call center environments Uses Cisco ICM call statistics to report the routing of non-telephony contacts 10 Copyright Printed in USA.

Universal Queue for TDM Switches ASM uses the VRU Service Control Interface via the VRU PG to interface with Cisco ICM ASM is a node managed NT service ASM uses the same logging and tracing utilities as other PG services (Ex. EMS and dumplog) ASM provides an open client/server TCP/IP message interface as well as an XML based interface for external systems to use in order to request agent selection and reservation Uses custom CTI Desktops to aid integration with email/chat applications on the desktop 11 Universal Queue for TDM Switches Reserving an Agent for Email 3. Agent Selection Request with Category Data Center 1.Email Sent Public Internet 2. Email Received 18. Agent Selected Noticication Customer Email System ASM and VRU PG Call Center 11. Call Sent to agent 9. Call is Queued to the Destination Target 10. Next available agent selected 19. Email Sent to Agent 13. Begin_CAll_Event w/context Data Telephone Agent Desktop 14. Answer Call Req 7. Make Call Request 17. Call Established Event 4.New Call Msg 6. Queue Call or Connect to Destination 8.Make Call Req 15. Answer Req Call and Agent State Events Ongoing Call and Agent State Data (Realtime) Router ACD 12. Call Offered 16. Call Answered ACD PG 5. Script Runs Destination Selected 12 Copyright Printed in USA.

Universal Queue for TDM Switches When the ASM receives a selection request from an external client (email, web chat) it sends a message to Cisco ICM via the VRU PG which causes Cisco ICM to run an appropriate routing script for this request; Cisco ICM returns a label containing the designated call center (ACD) and skill group to the ASM The ASM then selects the next available phantom device at the given call center, and requests that the ACD make a call from that device to Cisco ICM specified skill group via the CTI Server interface 13 Universal Queue for TDM Switches An available agent answers the reservation call and CTI data that the ASM attached to the call is used to perform an appropriate screen pop on the desktop For TCP/IP connections the ASM returns the selected agent to the requesting application so that the email/chat application can push data to the agent desktop Alternatively, the desktop application can perform a pull operation from the email/chat application once the reservation call has been answered using the screen pop data provided by the ASM 14 Copyright Printed in USA.

Universal Queue for TDM Switches Currently supported ACDs Nortel Symposium, Avaya G3, Cisco IPCC (Pre-Cisco ICM 5.0) Other ACDs can be used if they support Phantom Stations; could also use a pool of phones in a closet Currently supported applications Cisco E-Mail Manager Option, Kana Email Current customers Credit Suisse (Kana Email, Nortel Symposium) American Express lab (Cisco E-Mail Manager Option, Avaya G3) 15 Universal Queue for TDM Switches Summary and Questions The Agent Selection Manager was created by the Cisco PSO Custom Engineering team as a bundled package; it provides a very practical and simple mechanism for external systems to select and reserve agents for non-telephony contacts If you have a legacy ACD, and need to select and reserve agents for non-telephony contacts, then contact your Cisco Sale Representative for more information about the ASM 16 Copyright Printed in USA.

New PG Types 17 MediaRouting PG A new MediaRouting (MR) PG client type is added in PG setup; it provides the media routing interface to application software (Web Collaboration Option, E- Mail Manager Option and Outbound Option) to access Cisco ICM tasks and agent assignment services for different mediums, such as email, internet collaboration, internet chat, etc. One MR PG can connect to multiple MR applications by configuring multiple MR PIMs For each MR PIM, two application server connections can be specified 18 Copyright Printed in USA.

Basic Architecture for Non-Voice Media Application Instance Get Agent for Task T, Media M Media Routing PG (e. g. Web Collaboration, E-Mail Manager) MR interface Router Read/Write Cisco ICM configuration info CMS Node interface Report on task activity Manage agents ARM interface Agent PG Cisco ICM database Monitor events TES interface CTI client 19 MediaRouting Interface Media Routing PG Application Instance New Task Do This With Task MR PIM OPC MR interface Similar to Service Control Interface Agent PG pre-call Router Run Script Pick Agent 20 Copyright Printed in USA.

MediaRouting PG 21 MediaRouting PG MediaRouting PIM configuration 22 Copyright Printed in USA.

Non-Voice Agent PG A new non-voice agent PG client type is added in PG setup Non-voice agent PG is used to monitor the activities for agents who receive only nonvoice requests 23 Non-Voice Agent PG Non-voice agent PIM configuration 24 Copyright Printed in USA.

Agent State Changes (Formula) Agent can be assigned another call/task in a domain if PG reports ( ICMAvailable ): State NotReady Routable Not TempNotRoutable (Task Count + Pending PreCalls) < MaxTaskCount If AppPath applies, must be online 25 Agent State Change Implementation Inter- and intra- domain effects of routing controlled by PG Basic protocol Router sees agent available and routes call or task Router sends PreCall to PG, saying that call or task in a domain has been sent to agent Router marks agent as temporarily unavailable in ALL domains PG reports new state in all domains affected Router then may route another task if still available Replaces old agent extrapolation mechanism 26 Copyright Printed in USA.

Agent Request for Additional Task Only available for domains that support multiple tasks (not voice) Agent handling the maximum number of tasks can request one additional task If task is available, it is assigned immediately If no task available, nothing happens and request is forgotten 27 Redundant Strategies 28 Copyright Printed in USA.

MediaRouting Failover MR Primary RMI Active PIM1 CMB1 PIM2 CMB2 Cisco Web Collaboration Cisco Media Blender 1 Idle MRPG 1A MR Primary RMI Cisco Media Blender 2 Idle Idle MRPG 1B PIM1 CMB1 PIM2 CMB2 29 CMS Node Failover Web Collaboration/AW Connection 1 Cisco Web Collaboration Option E-Mail Manager/AW Connection 1 Web Collaboration /AW Connection 2 AW1 Cisco E-Mail Manager Option E-Mail Manager/AW Connection 2 AW2 30 Copyright Printed in USA.

Failover in Cisco IPCC Environment Active PG 1A Cisco CallManager Subscriber Primary PG 1B Idle Cisco CallManager Subscriber Secondary Cisco CallManager and CTI Manager Failure 31 Failover in Cisco IPCC Environment Idle PG 1A Cisco CallManager Subscriber Primary PG 1B Active Cisco CallManager Subscriber Secondary Cisco CallManager and CTI Manager Failure 32 Copyright Printed in USA.

Failover in Cisco IPCC Environment Active PG 1A Cisco CallManager Subscriber Primary PG 1B Idle Cisco CallManager Subscriber Secondary Cisco ICM PG/PIM Failure 33 Failover in Cisco IPCC Environment Idle PG 1A Cisco CallManager Subscriber Primary PG 1B Active Cisco CallManager Subscriber Secondary Cisco ICM PG/PIM Failure 34 Copyright Printed in USA.

Redundancy in an Hosted Cisco IPCC Environment PG 1A Cisco CallManager Subscriber Primary PIM 1 PIM 2 PIM 3 PG 1B PIM 1 PIM 2 PIM 3 Cisco CallManager Subscriber Secondary 35 Quick Recovery Configuration for multiple PIM for single instance utilizing one cluster One PIM used for routing One PIM used for agents Allows for quicker recovery in event of failure 36 Copyright Printed in USA.

Quick Recovery PG 1A PIM 1 PIM 2 PIM 1 Agents PIM 2 PG 1B Cisco CallManager Cluster 37 Queuing Strategies 38 Copyright Printed in USA.

Cisco IP IVR Considerations PG 1A IPIVR 1 PIM1 PIM2 PIM1 PG 1B PIM2 IPIVR 2 Cisco CallManager Cluster 39 Cisco IP IVR Considerations IP IVR failover is handled through scripting Start script with a check of IP IVR availability Failure causes flow to go to next IP IVR 40 Copyright Printed in USA.

Cisco IP IVR Considerations 41 Flexible Administration 42 Copyright Printed in USA.

Flexibility Issue Need for simple method designating a contact center as closed Need to administer remotely Need for change to be immediate 43 Flexibility Solution Issue Need for simple method designating a call center as closed Need to administer remotely Need for change to be immediate Solution Variation on commonly used Emergency skill group and Out of Hours Use IP IVR application to administer Takes effect with next call 44 Copyright Printed in USA.

Emergency Skill Group Agents logs into Emergency skill group Script check if LoggedOn > 0 Site is closed and calls are no longer routed to that call center 45 IP IVR Administration Administrator dials number and gets IP IVR menu Selects choice to close call center IP IVR applications sets Cisco ICM variable Cisco ICM script checks for that variable and closes call center 46 Copyright Printed in USA.

Flexible Administration Can be used for other administration tasks Change start or close time of contact center Change prompt to be played 47 Quality of Service (QoS) 48 Copyright Printed in USA.

QoS Configuration Cisco ICM 5.0 introduces QoS to the DMP path between the central controller and the PG In Cisco ICM setup, QoS is configured in DMP advanced properties dialog in the router and PG setup 49 What Cisco ICM 5.0 QoS Does Only DMP path (between PG and Central Controller) is affected Layer-2 802.1p CoS tagging Layer-3 DSCP marking No RSVP reservations are performed Replace UDP heartbeats with TCP keepalive (except when a QoS-enabled CC talks with a pre-qos PG) 50 Copyright Printed in USA.

Enabling QoS In The Network IPCC 5.0 Data Classification L2 CoS IP Prec. L3 Classification PHB DSCP Application PG ICM Data 7 7-56-6363 Reserved 6 6-48-55 Reserved 5 5 EF 46 Voice Bearer 4 4 AF41 34 Video Conferencing 3 3 AF31 26 Call signalling DMP High 2 2 AF2y 18,20,22 High Priority Data DMP Medium 1 1 AF1y 10,14,16 Medium Priority Data DMP Low 0 0 BE 0 Best Effort Data 51 Enabling QoS In The Network Layer 3 Classification Per-Hop Behaviors EF EF PHB (Expedited Forwarding RFC 2598) can be used to build a low loss, low-latency, low jitter, assured bandwidth, end-to-end service Virtual leased-line AFxy AF PHB (Assured Forwarding RFC 2597) gives domains the ability to offer different levels of traffic forwarding assurance x = 4 AF classes are defined (AF1y-AF4y) y = 3 drop preferences/probabilities per class Best effort 52 Copyright Printed in USA.

Cisco ICM 5.0 Processes with QoS Implementation Central Controller Agent in the router PG Agent in the PG 53 Plan QoS Deployment Cisco ICM QoS deployment needs a plan Calculate bandwidth requirements Rollout Microsoft QoS Packet Scheduler Configure Switches for 802.1p Plan DSCP markings and configure QoS on IP Routers 54 Copyright Printed in USA.

Cisco ICM QoS Setup (Router) The Device Management Protocol Properties window is the place where you configure QoS settings for the Central Controller Click the Advanced button, the Router QoS DMP Properties Advanced Options window displays 55 Cisco ICM QoS Setup (Router) The defaults are acceptable if your network is Cisco AVVID compliant; otherwise, you need to consult your network administrator or Cisco representative for the proper values for these fields Uncheck the Bypass QoS packet scheduler box if you plan to use the Microsoft Packet Scheduler utility 56 Copyright Printed in USA.

Cisco ICM QoS Setup (Router) Medium Priority are grayed out and the Medium Priority always has the same settings as the High Priority In addition to DSCP marking, the Class-of-Service (802.1p) marking is now supported Note 1: Microsoft Packet Scheduler must be installed separately from Cisco ICM setup if you uncheck the Bypass Packet Scheduler box Note 2: For more information about Cisco ICM QoS, refer to the Cisco ICM Software Network and Site Requirements Pre-Installation Planning Guide 57 QoS Configuration PG QoS configuration 58 Copyright Printed in USA.

QoS Configuration PG QoS configuration this dialog configures the QoS settings by default packet scheduler is disabled 59 QoS Configuration Setup will show the status of Microsoft windows QoS packet scheduler service in the end of router/pg setup 60 Copyright Printed in USA.

Troubleshooting Tools Cisco ICM QoS PerfMon ICMNetGen Microsoft NetMon 61 Cisco ICM QoS PerfMon Cisco ICM QoS performance monitoring tool, which allows to monitor end-to-end round trip time, max/now queue depth, traffic arrival/departure rate and reallocation times of bandwidth reservation Microsoft System Performance Monitor plus Cisco ICM QoS Performance extension DLL Disabled/enabled by the registry value <instance>\<node>\dmp\currentversion\enableperforman cemonitor A single performance object, Cisco ICM QoS, contains all Cisco ICM QoS counters defined; copies of the same object are differentiated in the instance list 62 Copyright Printed in USA.

Cisco ICM QoS PerfMon 63 ICMNetGen An enhanced version of the existing client/server tool Use scenarios: Test Link Quality Validate DSCP Marking Load Test Prerequisite: Network Monitor Driver must be installed Uncheck Packet Scheduler if installed 64 Copyright Printed in USA.

ICMNetGen: Test Link Quality Server: icmnetgen <server-ipaddr> 8000 /server Client: icmnetgen <server-ipaddr> 8000 /localaddr <client-ipaddr> /msgintvl 100 /msgsize 100 /rptintvl 100 65 ICMNetGen: Validate DSCP Markings Server: icmnetgen <server-ipaddr> 8000 /server /trace 1 Client: icmnetgen <server-ipaddr> 8000 /localaddr <client-ipaddr> /dscp 26 /trace 1 66 Copyright Printed in USA.

Microsoft NetMon A network sniffer shipping with Windows 2000 Server Capture frames; display and filter captured frames Can be used to validate both layer-2 and layer-3 markings 67 Install Microsoft NetMon 68 Copyright Printed in USA.

Advanced Core Functionality and Routing Question and Answer 69 Please Complete Your Evaluation Form Session 70 Copyright Printed in USA.

71 Copyright Printed in USA.