IPCC Express

Transcription

IPCC Express

Современные Центры Обработки Вызовов.
Новые возможности IPCC EXPRESS EDITION 4.0
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© 2005 Cisco Systems, Inc. All rights reserved.
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New in IPCC Express Edition 4.0
Summary
• New cluster based architecture
• Optional high availability with automatic fail-over
• Maximum agent size increased to 300
• IPCC Gateway PG Support for IPCC Express via ICM
integration into Cisco Customer Interaction Network
• New ACD features
• New Cisco IP Phone and IP Communicator support
• New Cisco Agent and Supervisor Desktop features
• New Cisco IP Phone Agent Enhanced
• New and enhanced historical reports
• New Automatic Speech Recognition (ASR) and Text-toSpeech (TTS) vendor support
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New Cluster Architecture with
High Availability
1
2
1
Active CRS
Server (ACD, IVR, CTI)
2 (Optional)
Standby CRS
Server (ACD, IVR, CTI)
Agent
Stations
Switch
PSTN
AVVID
WAN
Router/GW
1 2
1 (Optional)
Server
End Point Recording/
Monitoring Server(s)
(Optional)
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(Optional) SiteBased
Recording/
Monitoring
Server(s)
Primary Database
Standby (Replicated)
Database Server
Cisco CallManager
Cluster
.
.
.
Site 5
2 (Optional)
Supervisor
Stations
Site 2
(Optional) ASR/TTS Servers
(From ASR/TTS Vendor(s))
Note: 4.0 Eliminates
Requirement for SiteBased Record/
Monitor Servers for
CAD and CSD; IP
Phone Agents Will
Continue to Require
Site-Based Record/
Monitor Servers
3
Supported Non-HA and HA Deployment Models
for IPCCX Servers and Database Servers
No High Availability
High Availability
Single IP
with Embedded DB
Active and Standby IPCCX
Both with Embedded DB
Single IPCCX
with Expansion DB
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Active and Standby IPCCX
with Active and Standby
Expansion DB
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High Availability (HA) in 4.01
• Provision for active and standby
servers for:
IPCC Express (IPCCX) services (ACD, IVR, CTI)
Agent and supervisor desktop services
ACD and IVR historical reporting database
• Automatic real-time synchronization of
administrative changes to IPCCX active
server with IPCCX standby server
• Automatic detection of IPCCX and/or
database active server(s) failure and
automatic fail-over to standby server(s)
• High availability standby servers for
both IPCCX and database are additional
cost options
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High Availability in 4.02
• All ACD, CTI, IVR and database
services automatically recover within
five seconds
New calls will be accepted, call treatment,
routing, and desktop services are available
There are additional delays for replicated
database failover when database is
deployed on an IPCCX expansion server
• Calls in queue and data associated
with calls in queue are not preserved
on failover
• All agents and supervisors
automatically re-logged on with
agent state set to “Not Ready”
Agents must manually set their desired
state (e.g. “Ready”)
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Database Failover
• Automatic database fail-over
when optional standby database
server deployed
• Two database fail-over scenarios
supported:
MS SQL 2K server co-resident on IPCCX server—
when the standby IPCCX server recovers from a
primary IPCCX server failure, the standby IPCCX’s
co-resident MS SQL 2K server database fails-over
with it
MS SQL 2K Server on IPCCX expansion server—
when the primary MS SQL server fails the optional
standby MS SQL 2K server recovers
• Both fail-over scenarios use Microsoft
database replication technologies
• Historical reporting clients will
automatically use the active or standby
database as appropriate
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IPCC Express Integration with ICM
• IPCC Express now integrates with ICM and
IPCC Enterprise deployments
• Allows participation by IPCC Express in
Cisco’s Customer Interaction Network
• Multiple new deployment models for
heterogeneous ICM/IPCC Enterprise/ICM
deployments
• New IPCC Express only deployment models
Deploy multiple IPCC Express systems for greater
scalability but with centralized management and
reporting in both centralized or distributed call
deployment models
Optionally separate ACD and IVR functionality in single
site or across multiple sites
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ICM Deployment Options: IPCC Gateway
IPCC Gateway
This New ICM 7.0 Feature Allows Multiple Child Nodal IPCC Express or
Enterprise Systems Connect to a Parent ICM for Enterprise-Wide
Routing and Reporting—While Still Controlling Its Own ICM Peripherals
TDM
ACD
ACD
PG
TDM Agents
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ICM to IPCC Integration Components
Cisco ICM Enterprise 7.0
IPCC PG
PG
PG
PG
CTI
Core
PIM
PG
Core PIM
Svr
Cisco IPCC Express 4.0
IPCC
System PG
Cisco IPCC Enterprise 7.0
PG
ACMI
IPCC
Express
4.0
CTI
Svr
PG CM
Core PIM
VRU
PIM
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IP-IVR
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ICM to IPCC Deployment Models
and Call Flows
ICM Selects Destination Based on
LAA/MED
ICM Optionally Queues
Calls Locally On ISN or
Third-Party VRU
ICM Supports
Additional TDM
ACDs or Cisco
CallManagers
(Not Both!)
Destination = Skill Group (Not
Agent)
Call Is Translation Routed to Target
With Call Context Data
ACD
PG
PG
PG
CTI
Core
PIM
PG
Core PIM
Svr
ACMI
IPCC
Express
4.0
IPCC Optionally
Queues Calls
Locally and Selects
Agent
IP-IVR
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Transfers
(Post-Routing) Are
Possible Between
All Peripherals
Connected to ICM
with Call Data
Cisco IPCC Enterprise 7.0
PG
CTI
Svr
PG CM
Core PIM
VRU
PIM
IP-IVR
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Deploying IPCC Express with Separate IP
IVR Under ICM Control
Cisco ICM Enterprise 7.0
IPCC
System PG
IPCC PG
PG
PG
PG
CTI
Core
PIM
PG VRU
Core PIM
Svr
IP IVR
4.0
GED-125
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ACMI
IPCC
Express
4.0
Cisco IP IVR 4.0
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ICM to IPCC Integration Reporting
• ICM reporting
Use ICM templates to report on integrated IPCC systems
If this ICM is an IPCC as well, also use IPCC templates
• IPCC Enterprise reporting
Use normal IPCC templates
• IPCC Express reporting
Use normal IPCC Express
reporting
ICM
PG
ICM
PG
ICM
PG
V
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ICM Deployment Options: IPCC Gateway
IPCC Gateway
• IPCC Gateway allows customers to choose to replace older
TDM ACDs with IPCC, while still maintaining the existing ICM
parent scripting models and enterprise design
The parent ICM can send calls to agents on child IPCC systems—
directly or with translation routes for call context and cradle-tograve reporting in the parent ICM
The child IPCC can “post-route” calls to another child IPCC or to
the parent ICM agents with the standard post-routing interface like
any other ICM-supported ACD
• The child IPCC is a nodal ACD—allowing for local control of
the skill groups, agents and local call processing within the
site—just like a traditional site-based ACD with full integration
to ICM for enterprise-wide routing and reporting
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ACD Enhancements
• Scalability to 300 agents
Only on new servers available
(e.g. MCS-7845-H1-CC1)
Agent deployments greater than 150 agents
must have average call handle times greater
than two minutes
• IPCC Gateway PG
Customer Interaction Network integration
for IPCC Express and IPCC Enterprise ACDs
with ICM
• Agent-based routing
Agent-based queuing not supported in 4.0
• Auto-Exit from Wrap-Up = Wrap Up Timer
• Skill based routing enhancements
• Support for IP Communicator
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Remote Monitor
• Supervisors associated with one IPCC
Express ACD may silent monitor agents
associated with a different IPCC
Express ACD
An IVR session sets up the monitor session
• A historical report page will be
introduced to show a chronological list of
monitoring sessions with:
Date, start time, user Id, original monitoring
party, monitored parties, monitor duration,
monitor status
• Support for up to 32 simultaneous
remote monitoring sessions
Note that CSD based monitoring and
recording, and remote monitoring, all count
against the overall maximum simultaneous
monitoring/recording sessions
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Cisco IPCC Express: Reporting Overview
SUPERVISOR
DESKTOP
IPCC
Express Server(s)
Real-Time Agent
Monitoring Grids
• Monitoring IPCC
Express System
Activity
• Historical Reports
MSDE or
MS SQL 2K
Historical Report
DB Server
CRS
ADMINISTRATION
TOOL
Database Server
(Co-Resident or
Separate
Expansion Server)
Auto-Synchronization
upon Failure
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MSDE or
MS SQL 2K
Dedicated Historical
Report DB Server for
Scalability
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Viewing Historical Reports
Save Report
Settings
Report Task
to Perform:
• View
• Schedule
• Load Settings
Report Templates to
Choose One for
Viewing/Scheduling
Set This Option, to
Generate Charts
with Report Data
Range of Report
Data to Obtain from
Historical Database
This Will Be View
or Schedule Based
on the “Reporting
Task” Above
Reset for
Report
Selections
Done by User
Query in Progress
Indicator
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Report
Description
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Viewing Historical Reports:
Detailed Options
Report Task
to Perform:
• View
Parameter to Filter
Some Report Data
Based on Its Values
Field Used to
Sort Resulting
Data Report
Selected Filter
Parameter Values
(Report Will Only
Contain Agents
Specified)
Possible Options
for the Selected
Report Parameter
(Agent Names) to
Choose From
This Will Be View
or Schedule Based
on the “Reporting
Task” Above
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Some Reports Allow
the User to Specify the
Operation to Be Done
on the Parameters
Values Selected
(Ex: OR, AND)
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Feature-Rich and User-Friendly UI with Multiple
Report Generation, Viewing, and Data Output Options
• Multiple report generation options
Summary, detail, preferred interval
Graphical and tabular
IPCC Express Edition
Historical Reporting Examples
• Multiple report viewing options
Sorting
Filtering
Searching
Scaling
• Multiple report output options
Scheduled reports for printing or saving
Export report data to PDF, RTF, Excel,
or CSV for further data manipulation
or sharing
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IPCC Express Provides Comprehensive DecisionMaking Information for Supervisors
Operational Matrix
Measure Agent
Performance
Report Type(s)
Examples of Key Statistics
Agent Call Summary
Agent Call Counts and State Times
Agent Detail Report
Call by Call Agent Activity Detail
Agent Login/Logout Activity
Agent Login/Logout Times, Duration, and Reason Codes
Agent Not Ready Reason Code Summary
Agent Reason Codes and Durations
Agent State
Login On and State Times (Detail/Summary/Interval)
Agent Summary
Call Counts and Avg./Max. State Times
Common Skill CSQ Activity Report
Call Counts, Queue Times, Abandon Times, and SL
CSQ Activity Report(s)
Multiple View of SLs by (CSQ and Interval) and ASA, Max
Queue Times, Avg. Handle Time, Avg. Time to Abandon etc.
CSQ Call Distribution Summary
Calls Handled/Abandoned by Chosen Time Intervals
CSQ Priority Summary Reports
CSQ Call Count Detail by Call Priority
CSQ SL Priority Reports
CSQ SLs Detail by Call Priority
CSQ—Agent Summary Report
CSQ to Agent Call Summary/Detail Mapping and RNA
Measure
Customer
Experience
Abandon Call Detail Activity
Abandon Call Counts and Times Details
Aborted/Rejected Call Detail
Dropped Call Details
App. Summary/Performance Analysis
Call Counts (Handled, Presented, Abandons) and Avg. Times
(ASA, Avg. Abandon Time)
Measure IVR
Application
Performance
IVR Application Performance Analysis
IVR Call Counts (Presented, Handled, Abandoned) and IVR
Call Duration Time
IVR Detail Report
Call By Call Detail of Caller Experience in the IVR
IVR Traffic Analysis Report
IVR Call Volumes, Peak Calls, and Call Durations
Other
Call Custom Variables
Agent Input Call Variables
Call Number Summary
Call Counts and Avg. Call Duration by Dialed No.
Measure CSQ
(A.K.A Skill
Group)
Performance
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Example: Managing Agents
Information Report
Agent
Performance
Through Calls
Counts and
Durations
Use Case
Agent Call
Summary (G)
Agent Activity
on Individual
Calls
• It Provides Inbound, Outbound, Transfer, and
Conference Call Counts and Associated Durations for
Each Selected Agent
• Standard Inbound/Outbound Report
Agent Summary • It Provides Call Counts (I.E. Handled and Presented)
Report (G) (E)
and Associated Durations (I.E. Handle/Talk/Work/
Hold/Idle Time) for Each Selected Agent
Agent Detail (D) • Used to Closely Review Agent Activity (Such as Call
(G)
Duration, Talk, Hold, Work Time) Associated with Each
Individual Call Presented to the Agent
Login and
Logout
Activity
Agent Login
Logout Report
(D) (G)
• Monitor Agent Login and Logout Activities and
Associated Reason Codes
• Useful in Understanding Whether Agents Are Adhering
to Their Established Shift Schedules and Reasons for
Logging Out
KEY
(G)
(E)
(D)
(I)
New Report Targeted For R4
Graphical Option
Extremes Option
Detailed Report
Interval Option (30 Min and 60 Min)
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New Historical Reports
3.5 vs. 4.0: Many Changes in Historical Reporting
• 11 new reports
• Six reports with enhanced data
• Two reports are obsolete:
Obsolete “Skill Routing Activity Report”
This content is now a a subset of the CSQ
Activity Report
Obsolete “CSQ Service Level Report”
This content is now distributed to CSQ Service Level
Priority Summary Report, CSQ Activity Report, and
CSQ Call Distribution Summary Report
• The following reports previously only
available in the IP IVR product are now
available in the IPCC Express product:
Traffic Analysis Report
Application Performance Analysis Report
• The Detailed Call by Call CCDR Report has
been added to the IP IVR product
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CAD Agent Enhancements
Show/Hide
Contact
Management
Task
Buttons
Contact
Management Dashboard
ACD
States
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Chat
Make
Call Reports
Preferences
Help/
About
Team
Performance
Message
Voice Calls
Enterprise
Data
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IP Phone Agent Enhancements
• Standard IP Phone Agent (IPPA)
Call status for IPPA appear for
supervisor
Agent state for IPPA appear for
supervisor
Statistics for IPPA appear in the team
statistics report
Skill Statistics Home Page
Skill statistics home page
• New enhanced IPPA
All standard IPPA Features
Supervisor barge-in and intercept
Agent initiated recording
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Other Enhancements
• Cisco supervisor desktop
Enhanced state information
Agent logs to be accessible by
supervisor
Combine agent statistics into an
agent team statistics report
• Chat
Agent chat not limited to
conferences
Recipient phone state info
Chat to use IM GUI/conventions
• Support for Cisco IP
Phone 7970
• Support for Cisco IP
Communicator
Support removed for CAD Media
Termination and Cisco IP Softphone
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Monitoring Enhancement
Desktop Monitoring
• Agent PCs connected
through IP phone switch
on the back of 7940 or 7960
Network Switches
• IP phone switch repeats RTP
packets to PC
Supervisor
• When supervisor monitors
agent, message is sent to
desktop app to forward RTP
packets to supervisor
Desktop Monitoring Does
Not Restrict the Agents to
a Specific Network
Topology
• Supervisor uses PC
soundcard to monitor
agent’s conversation
Agent 1
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Agent 2
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New ASR/TTS Model
• Cisco no longer OEMs Nuance ASR or TTS for IPCC
Express or IP IVR*
Instead, IPCC Express and IP IVR support the MRCP
protocol
• In 4.0, we have tested and certified both
ASR and TTS
and
Customers may configure and deploy as many ASR or TTS
servers as desired
ASR/TTS services will fail-over with the standby server
Failure of individual ASR/TTS servers will result in loss of
ASR/TTS capacity
• Support for VXML 2.0
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ASR/TTS: New Sales, Upgrades
and Support
• New sales
Account teams must engage with ASR/
TTS vendor
Partners need to receive ASR/TTS training
from vendors
• Upgrades
Customers will be provided a “certificate”
to obtain ASR/TTS licenses from Nuance
Nuance will have a list of all eligible users
• Support
Nuance will provide direct support and
future sales
including upgrades for previously
purchased Cisco OEMed Nuance ASR
and/or TTS server software and ports
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General Platform Enhancements
• Automatic configuration of CCM devices
and users for JTAPI users, CTI ports and
route points
• NT authentication support for
database access
• Ability to configure trace and view traces
on all machines in the cluster
• Option to remove a server or deactivate a
server from a cluster
• Grammar management and document
management
Bulk-upload for prompt, grammar and document
files (ZIP-archive)
• Real-time reporting will be enhanced to
show a cluster view and rejected/aborted
call statistics
• Editor enhancements for clustering
support, JDK 1.4, expression editor
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New Administration GUI Displays
• Administration of active and
standby IPCCX and database
servers and all expansion servers
(e.g. recording/monitor server)
• Server states (running/stopped)
with an option to restart one
particular server or all servers in
the cluster
• Feature and server services
(running/stopped)
• Cluster licensing information
• State of all IPCCX related
process and sub-process
including the ability to stop and
start these services
• Server hardware type
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Installation
• Brand new installer for 4.0
uses Microsoft Installer (MSI)
technology
• Improved end user experience
with MSI technology through
standard Microsoft Windows
style installation wizard
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Localization
• Default system provided IVR prompts
localized for the same set of
languages as are supported in 3.5
Available in first release: 4.0(1)
• Agent and supervisor desktop
localizations will be provided for the
same set of languages as were
supported in release 3.5
• ASR and TTS localizations are vendor
specific
Consult Nuance and ScanSoft for supported
localizations for ASR and TTS
• Administration localization continues
to be English only
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IPCC Express Versions as of 4.0
WHY MULTIPLE VERSIONS?
• IPCC Express is a key
part of the set of Cisco IP
Communications solutions
• A version X of Cisco
CallManager will always
have an IPCC Express
version Y that is
compatible with it
• When version X of Cisco
CallManager goes EOL the
corresponding version Y
of IPCC Express will also
go EOL
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Cisco CallManager Version
IPCC
Express
Version
3.1*
3.2
3.3
4.0
4.1
2.2
3.0
3.1
3.5
4.0
* Cisco CallManager 3.1 Is No Longer Orderable—
ICD 2.2(X) Has Entered EOL
34
Recommended Reading
• Continue your Networkers
learning experience with
further reading for this
session from Cisco Press
• Check the Recommended
Reading flyer for
suggested books
Available Onsite at the Cisco Company Store
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Complete Your Online Session Evaluation!
• Win fabulous prizes! Give us your feedback!
• Receive 10 Passport Points for each
session evaluation you fill out
• Go to the Internet stations located
throughout the Convention Center
• Winners will be posted on the Internet
stations and digital plasma screens
• Drawings will be held in the
World of Solutions
Monday, June 20 at 8:45 p.m.
Tuesday, June 21 at 8:15 p.m.
Wednesday, June 22 at 8:15 p.m.
Thursday, June 23 at 1:30 p.m.
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IPCC Express

Transcription

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