Cisco Agent Desktop Technical Session

1 Cisco Agent Desktop Technical Session Session 2 Copyright Printed in USA.

Introductions Pat Mackey, Product Manager, Cisco pmackey@cisco.com 408-853-4626 Jim Cairns, Product Manager, Spanlink jim.cairns@spanlink.com 763-971-2212 3 Agenda Introductions Agenda Cisco Agent Desktop Overview Workflow Deconstructed Actions Deconstructed Task Buttons Deconstructed Roadmap Q&A 4 Copyright Printed in USA.

Cisco Agent Desktop (CAD) Agenda Value Proposition/Benefits Functionality Administration Integrations Configuration Diagrams Roadmap 5 The Next Chapter in Customer Service 6 Copyright Printed in USA.

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 7 What Is Cisco Agent Desktop? A Pre-Packaged CTI Solution for Cisco ICM (Cisco IPCC, Avaya, Nortel) One User Interface for TDM and IP! Robust computer telephony integration solution for singlesite and multi-site contact centers Can be installed and maintained without IT involvement Agent and supervisor desktop applications Silent monitor, barge-in, coaching and intercept Attractive life-cycle management Customer change management Defined upgrade path 8 Copyright Printed in USA.

Cisco Agent Desktop Value Proposition Quick Return on Investment (ROI) Low Total Cost of Ownership No coding required to administer Improves customer satisfaction Deployed in days not weeks/months Works across multiple PBXs (Cisco, Avaya, Nortel ) Simple integration with CRM and third party applications 9 Cisco Agent Desktop Benefits Provides rapid deployment of CTI capabilities including screen pop, soft phone and supervisor-to-agent messaging Powerful, GUI-based administration decreases IT dependency Supports simplified customization, maintenance and change management Easy to deploy, configure and manage 10 Copyright Printed in USA.

Cisco Agent Desktop Functionality Agent Tools: SoftPhone with ACD and call control Screen pop Media termination Text messaging Supervisor alert Call record Real-time agent statistics Agent state log Hot seating Reason codes 11 Cisco IP Phone Agent Cisco IP Phones 7960/7940 only Log in/out Ready/not ready Enterprise data display Skill and agent stats Supervisor desktop shows agent phone state Supervisor can silent monitor No barge-in, coaching or recording Pull Model for agent interaction 12 Copyright Printed in USA.

Cisco Supervisor Desktop 13 Cisco Agent Desktop Features Standard vs. Enhanced (w/cti) Features Workflow Automation/Task Buttons Popping 3 rd Party Applications on Events Record and Archive Calls Work Agent State for after Call Wrap-Up Activity Chat with Supervisor or Agents Using Instant Messaging Call Log Tracks Call Activity of Incoming and Outgoing Calls Agent Log Tracks Agent State Changes and Other Information SoftPhone with Phone Directory Media Termination Desktop Functions as IP Phone Agent State Buttons Standard Enhanced 14 Copyright Printed in USA.

Cisco Agent Desktop Screen Pop Standard vs. Enhanced (w/cti) vs. IP Phone Agent Feature Function Standard Agent Desktop Enhanced Agent Desktop IP Phone Agent Standard Screen Pop Enhanced Screen Pop Enhanced Screen Pop with Database Integration (Requires IVR Option) Take Customer Entered Data (via DTMF) and Display to Agent on Desktop As above but Also Able to Send that Data to a 3rd Party Application Ability to Execute Custom Programs As above but Also Able to Take Data via Optional ASR and Send to 3rd Party Applications from Enterprise Databases 15 Cisco Agent Desktop 3rd Party Application Integrations Overview Administrator Agent Workflow Groups Workflow Drives the Way You Want Your Agent(s) Desktops to Look and Operate User Interface Workflow Workflow Groups 16 Copyright Printed in USA.

Cisco Agent Desktop 3rd Party Application Integrations Events Rules Actions Events Rules and Data Fields Actions Key Stroke Macro 17 Cisco Agent Desktop Workflow Deconstructed Overview What is workflow? A workflow defines the way data is presented to the agent, including the flow of application integration(s) (screen pop), during call and after call work 18 Copyright Printed in USA.

Cisco Agent Desktop Workflow Deconstructed Event An Event Triggers a Rule and Action Based on the Following: Starting up or shutting down of Cisco Agent Desktop The agent s phone ringing The agent answering the phone The agent hanging up 19 Cisco Agent Desktop Workflow Deconstructed Rule Rules Are Very Important in Setting up how an Agent s Desktop Is Going to React to Various Types of Calls Sales calls vs. customer service calls Valid customer ID vs. no customer ID Internal call vs. external call Top customer ANI received Call transferred from sales to collections 20 Copyright Printed in USA.

Cisco Agent Desktop Workflow Deconstructed Action There Are Five Types of Actions Available: Run a key stroke macro Call control Launch external application (open up an application, run a visual basic script) Agent state Utility action 21 Cisco Agent Desktop Workflow Deconstructed Bringing It All Together Video Clip 22 Copyright Printed in USA.

Cisco Agent Desktop Actions Deconstructed Key Stroke Macro Key stroke macros allow you to replicate any activity an agent s fingers can accomplish on the key board with any Windows application; can incorporate any and all data received with the call Key stroke macro recorder is located in the Cisco Agent Desktop Administration application It is usually preferable to load an instance of Administration on an agent s desktop to record key stroke macros with applications Key stroke macros work with any windows application including a browser 23 Cisco IPCC Express Actions Deconstructed Key Stroke Macro Identify class name of window Multiple applications in one macro Insert any CTI data Insert delays to slow down macro Easy to create and edit Copyable and portable 24 Copyright Printed in USA.

Cisco Agent Desktop Actions Deconstructed Launch External Application Alternative application integration method Use any scripting language to pass CTI information Visual Basic, Win Batch or others Create file and point to application Pass any CTI information Used in situations where key stroke macro is impractical Can be used for workflow or for task buttons 25 Cisco Agent Desktop Actions Deconstructed Launch External Application Sub RetrieveContact(strTmp As String) Dim objoutlook As New Outlook.Application Dim objcontactitem As ContactItem Dim objitem As Outlook.Items Dim objfolder As MAPIFolder Dim strsearch As String strsearch = strsearch & "[BusinessTelephoneNumber] = '" & strtmp & "'" Set objoutlook = New Outlook.Application Set objitem = objoutlook.getnamespace("mapi").getdefaultfolder(olf oldercontacts).items Set objcontactitem = objitem.find(strsearch) If objcontactitem Is Nothing Then MsgBox "The contact cannot be found!", vbokonly, "Not Found" Else objcontactitem.display End If Set objoutlook = Nothing Set objitem = Nothing Set objcontactitem = Nothing End Sub Private Sub Form_Load() Dim strphonenumber As String Dim intlen As IntegerstrPhoneNumber = "(" & Mid(Command, 1, 3) & ") " & Mid(Command, 4, 3) & "-" & Mid(Command, 7, 4) RetrieveContact strphonenumber End End Sub Visual Basic Script for Inbound Screen Pop and Outbound Dialing 26 Copyright Printed in USA.

Cisco Agent Desktop Actions Deconstructed Agent State screencapture2.exe 27 Cisco Agent Desktop Actions Deconstructed Launch External Application When using launch actions, Agent Desktop can pass parameters, such as command line arguments, in two ways The first method is to add parameters after the application path name 28 Copyright Printed in USA.

Cisco Agent Desktop Actions Deconstructed Launch External Application The second method involves passing data fields as arguments; you can pass any valid data field while launching an application 29 Cisco Agent Desktop Actions Deconstructed Utility Action Call Recording Can Be Added to a Workflow Record customers based on: DNIS ANI Account Number Extensions 30 Copyright Printed in USA.

Cisco Agent Desktop Task Buttons Deconstructed Overview Each workflow group can have unique task button(s) and telephony controls Each workflow group can have unique task button(s) that can be used to initiate any action that has been created for workflow Run a key stroke macro Call control Launch external application (open up an application, run a visual basic script) Agent state Utility action 31 Cisco Agent Desktop Task Buttons Deconstructed Set Up Up to ten task buttons can be set up Graphic on button and hints can be changed Primarily used to automate redundant tasks faced by contact center agents 32 Copyright Printed in USA.

Cisco Agent Desktop Task Buttons Deconstructed Overview Each Task Button Can Have a Unique Icon 33 Cisco Agent Desktop Task Buttons Deconstructed Key Stroke Macros All Actions Available to a Workflow Are Available to the Task Buttons Applications Create a preview outbound dialing button Create a button that re-pops the application Move data from one application to another Automate opening an email back to the customer with data from native application Create and send a fax Close a windows application 34 Copyright Printed in USA.

Cisco Agent Desktop Task Buttons Deconstructed Call Control Create automatic call conference buttons Create automatic call transfer buttons Send touch tones 35 Cisco Agent Desktop Task Buttons Deconstructed Utility Actions On-demand recording Emergency message to supervisor 36 Copyright Printed in USA.

Cisco Agent Desktop Task Buttons Deconstructed Launch Application Launch HTTP trigger Launch VB script for outbound dialing Launch a browser Open any application 37 Cisco Agent Desktop Task Buttons Deconstructed Launch Application Video Clip 38 Copyright Printed in USA.

Cisco Agent Desktop Product Roadmap Cisco Agent Desktop 4.4.1 FCS Cisco IPCC Enterprise 5.0 MT failover on CCM Agents, Supervisors behind VPN Supervisors sort Statistics Enterprise Data on IP Phone Agent Skill and Agent Statistics on IP Phone Agent Cisco Agent Desktop 4.6 UNCOMMITTED Cisco IPCC Enterprise 5.0 Japanese localization Blended Agent Support Desktop Monitoring Cisco Agent Desktop 4.5 Concept Committed Cisco IPCC Express 3.1 MT failover on CCM Agents, Supervisors behind VPN Supervisors sort Statistics Enterprise Data on IP Phone Agent Skill and Agent Statistics on IP Phone Agent 2002 2003 2003 2004 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Cisco Agent Desktop 4.4 FCS Cisco IPCC Enterprise 4.6.2 Extension Mobility Support Alternate on Conf and Tran Real-time Statistics auto update Supervisors view assigned teams Multiple Monitor servers per LCC G729 for Silent Monitoring Doubled SM: 300-375 sessions Cisco Agent Desktop 6.0 UNCOMMITTED Combined Cisco IPCC Express (4.0), Cisco IPCC Enterprise (6.0) and Cisco ICM Enterprise (6.0) release CTI OS as integration point - TDM ACD support Multi-Channel Desktop Supervisor thresholds Supervisor Workflow (Marquee messages, Threshold events) CRS/WebView Real-time End Point Monitoring 39 Silent Monitoring Overview 40 Copyright Printed in USA.

Silent Monitor User Interface Silent monitoring of agents on a team Sound is played on supervisors PC sound system 41 Optional Recording Features Ad-hoc recording of agents on a team Basic management and playback of recordings 42 Copyright Printed in USA.

Server-Based Monitoring Architecture VoIP monitor server uses the Catalyst SPAN feature to sniff voice traffic Supports agents without a PC; e.g. IP phone agents and terminal-based (Green Screen Agents) Supports phones without integrated switches that cannot have PC daisy chained from them (e.g. Cisco IP Phone 7905) Requires knowledge of network topology and network expertise to set up SPAN Tested on Cisco IP Phones 7905, 7910, 7940, 7960. Scalability achieved by deploying multiple VoIP monitor servers (monitor domains) 43 Monitor Domains Supports multiple VoIP monitor servers in a single logical contact center (v4.4 and v4.5) POTS Telephone Catalyst 6000 Voice Gateway Public Network Router Central Office Supports complex networks, and remote call centers Router Application Server Router WAN Link Additional servers may be deployed to increase capacity Minnesota Office VoIP Monitor Server Catalyst 3500 Router WAN Link Florida Office Router Catalyst 3500 VoIP Monitor Server Agent PC IP Phone Agent PC IP Phone IP Phone Agent PC IP Phone Supervisor PC 44 Copyright Printed in USA.

Desktop Monitoring Architecture Leverages off of existing VoIP monitor Server technology to put a mini VoIP monitor server on each desktop to sniff traffic for that agent Makes use of the fact that Cisco IP Phones 7910, 7940, and 7960 deliver voice packets to the PCs that are directly connected to them as a hub would Requires a PC running CAD to be daisy chained from the agent Cisco IP Phone Easier to configure especially in complex networks; no SPAN port configuration; details of network topology are unimportant; no install questions; no administration Supports complicated networks with multiple routers separating agents Supports home agents where deployment of a VoIP monitor server near the agent is not practical Does not support IP Phone Agent, Green Screen Agents or Cisco IP Phone 7905; supports Cisco IP Phones 7910, 7940 and 7960 45 Hybrid Approach Uses both VoIP monitor server and and endpoint monitoring Best of both worlds, covers all scenarios Mixture of PC-based agents, IP phone agents, home agents Provides fault tolerance at desktop level; if PC desktop monitoring fails; agents can use IP phone agent and VoIP server 46 Copyright Printed in USA.

VoIP Monitor Administration No admin necessary when Endpoint monitoring and/or only 1 VoIP monitor server Cisco Desktop Administrator F ile Edit V iew Help Supports failover from Endpoint sniffing to back-up VoIP monitor server Cisco CallManager devices and MAC addresses are retrieved from the Cisco CallManager database Locations LCC Enterprise Configuration Enterprise Data VoIP Monitor Desktop Configuration IPCC Configuration Personnel Configuration Ready MAC Address Extensions SEP32345678 3200, 3201 SEP42345679 3100 SEP23324233 4000,4001 SEP34324334 5000 SEP10000000 1000 SEP20000000 2000 SEP30000000 3000 Remove Monitor Server Enable Desktop Monitoring? Monitor Server VoIP Mon 1 VoIP Mon 2 VoIP Mon 1 Help NUM Configuration data stored in LDAP 47 Device Driver Used to sniff the packets on a network card Supports multi-processor systems in version 4.4.1 for Cisco IPCC 5.0 and v4.5 for CRS 3.1 Rewrote WinPCAP device driver to address numerous SMP issues as well as other general problems with error checking and boundary cases Significant capacity improvements in version 4.4 and 4.3.2 (400 agents 40 supervisors) per server 48 Copyright Printed in USA.

Architecture Diagram IP Phone Agent Ext: 1000 PSTN Voice Gateway Customer CAD Media Terminated Agent Ext: 2000 VOIP Monitor Server Map: Ext MAC Listener IP 1000 SEP00062895B091 192.168.252.10 2000 SEPFFD892371262 192.168.252.5 Packet Filter Driver LAN connection with access to IP traffic via Catalyst SPAN configuration CAD Agent Ext: 3000 Ethernet NIC Driver NIC ODBC TCP IP CAD Agent with Desktop VOIP Monitor Server Ext: 4000 LDAP Call Manager Desktop VOIP Monitor Server LDAP Server VOIP Monitor Server Packet LDAP Filter TCP Driver IP NIC driver NIC CAD Supervisor 192.168.252.10 Remote Site Ethernet IP WAN CAD Agent CAD Agent CSD Startup 1. LDAP look up of all VoIP Monitor Servers 2. Heartbeat between CSD and VoIP Monitor Servers Supv Request to Monitor Ext 1. CallManager MAC to extension lookup done on arbitrary VoIPMon Server 2. LDAP look up to find VoIPMon Server or endpoint done by CSD 3. Request to monitor sent to server or endpoint 4. Kernel level MAC filter is set by Server 5. RTP streams to and from agent MAC sent to CSD 6. Streams are mixed at Supervisor desktop and sent to Soundcard 49 Q&A 50 Copyright Printed in USA.

Please Complete Your Evaluation Form Session 51 52 Copyright Printed in USA.