Contact Center Express Solutions Overview

Overview

Cisco Unified Contact Center Express provides a secure, highly available, and easy to deploy customer interaction management solution for up to 400 agents. This integrated "contact center in a box" is intended for both formal and informal contact centers.

Unified CCX provides options to address multiple contact center functional areas such as:

Inbound voice
Outbound campaign
Agent email
Web chat
Social forum activity monitoring and follow-up using SocialMiner are enabled by premium agent license.

Other components included are:

Historical and Real Time Reporting.
Browser-based Cisco Finesse Desktops
Finesse IP Phone Agent (IPPA) for support of phone-based agents

You can deploy these options on Cisco Unified Computing Systems (UCSs) or any other equivalent specification-based third-party virtual servers with the supported reference designs. For more information, see the Unified CCX Virtualization related information located at: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Unified CCX Components

The following diagram depicts the components of Unified CCX:

Packaging and Licensing Scheme

Licensing for Cisco Unified Contact Center Express

Unified CCX is available in three different packages: Standard, Enhanced, and Premium. Different packages provide varying levels of customer interaction management channel options and capability within a contact channel. For more detailed information, refer to product data sheets, feature guides, and end user documentation for each type of Unified CCX customer contact interaction management at the following URL:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/index.html

Unified CCX deployments must have all product components and optional features of the same package type. Mixing components or options from different license packages is not supported.

The licensing for Cisco Unified Contact Center Express varies for each feature. Licenses are either concurrent or named-user licenses. All packaging depends on the number of users with the exception of the Inbound Voice High Availability server software option.

Concurrent licenses apply to logged in users. Different individuals may share a concurrent license as long as only one of them is logged in. For example, Company A has 300 unique users that work in 3 shifts. Each shift has 100 logged in users. Company A needs to purchase only 100 concurrent user licenses.

Named licenses apply to unique individual users regardless of their logged in status. Company B has 300 unique users that work in 3 shifts and each needs access to the licensed option. Each shift has 100 logged in users. Company B must purchase 300 named licenses.

Table 1. Cisco Unified Contact Center Express Licensing and Packaging
Feature	Licensing and Packaging
Inbound Voice Non-High Availability	Concurrent license available with Standard, Enhanced, and Premium
Inbound Voice High Availability	Server software option available with Enhanced, and Premium
Preview Outbound	Concurrent license included with Premium
Progressive and Predictive IVR Outbound, Progressive and Predictive Agent Outbound	Optional license available with Premium
Compliance Recording	Optional named license available with Standard, Enhanced, and Premium
Quality Management	Optional named license available with Premium and Enhanced
Advanced Quality Management	Optional named license available with Premium and Enhanced
Workforce Management	Optional named license available with Premium and Enhanced
Call Recording with MediaSense	Concurrent license optionally available with Premium and Enhanced

Desktops

Cisco Finesse provides the following agent interfaces:

Cisco Finesse agent desktop and IP Phone Agent (IPPA) for agent use.
Cisco Finesse supervisor desktop for supervisor use.
Cisco Finesse administrator console for administrator use.

Cisco Finesse agent interface services are available with the following Unified CCX packages:


Feature	Premium	Enhanced	Standard
Cisco Finesse agent and supervisor desktops	Included	Included	Not Included
Cisco Finesse IP Phone Agent	Included	Included	Included
Cisco Finesse administrator console	Included	Included	Included

Cisco Finesse Agent Desktop Features

The following table describes the Cisco Finesse Agent Desktop features that are available in each Unified CCX package.

Table 2. Cisco Finesse Agent Desktop Features Available in Each Unified CCX Package
Feature	Premium	Enhanced
Agent State Control. From the agent desktop, agents log in, log out, and make themselves ready and not ready.	Included	Included
Call Control. From the agent desktop, agents can answer, release, hold, retrieve, conference, and consult transfer the calls. Blind transfer is not supported.	Included	Included
Dynamic Regrouping. Change of agent association with a resource group is applied immediately.	Included	Included
Live Data Gadgets. Agents have access to Live Data Gadgets for themselves and the queues to which they are associated. For example, from the Finesse Gadgets, agents can see how many calls they have handled today and how many calls are currently in queue for their CSQ.	Included	Included
Reason Codes. Agents can be configured to select reason codes for Not Ready and Logout.	Included	Included
Basic CTI. The agent desktop supports one variable in the header of the call control gadget and up to a total of 20 variables in two columns below the header (up to 10 in each column). You can use call variables, Extended Call Context (ECC) variables, or the following Outbound Option ECC variables: BACampaign BAAccountNumber BAResponse BAStatus BADialedListID BATimeZone BABuddyName	Included	Included
Telephony Support. Finesse can be deployed with select Cisco Unified IP Phone models, as described in Cisco Unified CCX Software and Hardware Compatibility Guide, located at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX. However, there are different features available on different phones. An agent ACD (Unified CCX) extension cannot be shared across multiple devices. It is valid only with a single line. You can set the agent ACD extension for Call Forward No Answer (to voicemail or any other endpoint) as long as the value for the Ring No Answer timer on that device (or in Cisco Unified Communications Manager if the default is chosen) is greater than the value for the Select Resource Timeout in the Select Resource step of the script. Unified CCX monitors and reports on activities for the first four extensions on a phone, including non-ACD lines. Agents are associated with a specific Cisco Unified Communications Manager extension (directory number).	Included	Included
Hot Desking. Hot desking allows agents to log in using Finesse and any Cisco Unified IP Phone that is registered with the same Cisco Unified Communications Manager cluster. This capability allows multiple agents to use the same phone, but only one at a time. For example, different agents on different shifts may use the same workstation and phone. Extension Mobility brings a user-specific phone profile (including configured extensions for that user) to the phone being logged in from. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Unified CCX using Finesse.	Included	Included
Desktop Workflows. The workflows allow to automate common repetitive agent tasks. A workflow has a unique name and a helpful description. Use the Manage Workflows and Manage Workflow Actions gadgets to view, add, edit, or delete workflows and workflow actions. All workflows are team-level workflows. You cannot create a global workflow. If you need a global workflow, create a team workflow and assign it to all teams.	Included	Included
Application Integration - HTTP. Finesse can be configured using desktop workflows to allow call data to be passed to other desktop applications (for example, CRM applications) for an application window. Passing data to other applications is performed through HTTP put/get commands that are then associated with specific call events such as call ringing. No programming is required to develop a screen pop. Application integration can also be done upon call release to pop open a wrap-up application on the agent workstation.	Included	Included
Workflow-Initiated Call Recording. Finesse can be configured to automatically start recording on calls that meet conditions defined in the application script and voice contact workflow.	Included	Included
Automatic Failover. Upon failure of the active Unified CCX server, Finesse will automatically log agents back in on the standby server, and the agent will be placed into a Not Ready state. Upon failure of the active Unified CCX server, active calls on agents phones will survive. However, the call duration and other information that is associated with the call in the historical reporting database may be affected. Historical reports generated for time periods in which a failover occurred will have missing or incorrect data. It will be discernable from the report that a failover occurred.	Optional with HA license.	Optional with HA license.
Wrap-Up Codes. The wrap-up code selection is available to the agent.	Included	Included
Agent Email. Queues and routes email messages to staffed and skilled agents, helps the agent to respond easily, and provides a collection of historical reports that help measure email performance accurately.	Included	Not available
Web Chat . The web chat with premium provides the facility for customers to initiate a chat session with the agent.	Included	Not available
Workforce Optimization. Cisco Unified Workforce Optimization (WFO) for Unified CCX is a full-featured solution for optimizing performance and quality and is an integral component of the Cisco Unified Communications System. The WFO suite provides two solutions: Workforce Management (WFM) and Call Recording and Quality Management (QM).	Optional with Workforce Optimization user license	Optional with Workforce Optimization user license
Outbound Preview Dialer. Finesse includes buttons to control an agent response to an outbound contact offering by the system. If the agent clicks the Accept button, the system places the outbound call to the customer from the agent phone.	Included	Not available

Cisco Finesse IP Phone Agent Features

The following table describes the Finesse IP Phone Agent (FIPPA) features that are available in each Cisco Unified CCX package.

Table 3. FIPPA Features Available in Each Cisco Unified CCX Package
Feature	Premium	Enhanced	Standard
Agent State Control. From the FIPPA XML application, agents log in, log out, and make themselves ready or not ready.	Included	Included	Included
Call Control. The Cisco Unified IP Phone provides call control.	Included	Included	Included
Dynamic Regrouping. Change of agent association with a resource group is applied immediately.	Included	Included	Included
Reason Codes. Agents can be configured to select reason codes for Not Ready and Logout.	Included	Included	Included
Basic CTI. FIPPA allows for call data to be popped onto the IP Phone display upon call ringing.	Included	Included	Included
Telephony Support. FIPPA can be run from any phone that supports an XML client.	Included	Included	Included
Hot Desking. Hot desking allows agents to log in using any Cisco Unified IP Phone that is registered with the same Cisco Unified Communications Manager cluster. Agents using Cisco IP Communicator can also use Extension Mobility. This capability allows multiple agents to use the same phone, but only one at a time. For example, different agents on different shifts may use the same workstation and phone. Extension Mobility brings a user-specific phone profile (including configured extensions for that user) to the phone being logged in from. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Cisco Unified CCX using Finesse.	Included	Included	Included

Cisco Finesse Supervisor Desktop Features

The following table lists the Cisco Finesse Supervisor Desktop features that are available in each Cisco Unified CCX package.

Table 4. Cisco Finesse Supervisor Desktop Features Available in Each Cisco Unified CCX Package
Feature	Premium	Enhanced	Standard
View / Change Agent State. Supervisors can view the current state of all agents that are part of their team. The supervisor desktop allows the supervisors to change an agent state to Ready, Not Ready, or Logout.	Included	Included	Not available
Live Data Gadgets. Supervisors can view statistics of all agents and queues that are associated with their team.	Included	Included	Not available
Silent Monitoring. Supervisors can silently monitor agent calls. Supervisor can only monitor one agent at a time. To monitor another agent, supervisor must end the silent monitoring call, and then select a new agent who is in Talking state.	Included	Included	Not available
Barge-in. Supervisors can barge in on an agent call that they are silently monitoring. The Barge-in feature brings the supervisor, the agent, and the caller into a three-way conference. The agent is aware when the supervisor barges in. Barge-in is supported with Finesse using supported phones, or FIPPA.	Included	Included	Not available
Intercept. Supervisors can intercept an agent call. The intercept feature transfers the call to the supervisor and the agent is available to take another call. Intercept is supported with Finesse using supported phones, or FIPPA.	Included	Included	Not available
Search and Play Gadget. Cisco MediaSense provides Search and Play gadget, a web interface, which allows to search and filter active and completed call recordings.	Included	Included	Not available
Automatic Failover and Re-login. Upon Cisco Unified CCX Engine failover, Finesse automatically fails over to the standby Unified CCX Engine. The supervisor is logged in again and set to "Not Ready" state, but the call will continue to progress.	Included	Included	Not available

Inbound Voice

Cisco Unified CCX Standard, Enhanced, and Premium each provide varying levels of inbound voice ACD, IVR, CTI, agent and supervisor desktops, desktop administration, real-time and historical reporting, and web-based administration features.

Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors requires 100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shifts.

The following table lists the inbound voice licensed components:

Table 5. Inbound Voice Licensed Components
License	Premium	Enhanced	Standard
Concurrent inbound voice seat with FIPPA Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license. Each quantity of one seat license provides one quantity of Cisco Finesse IP Phone Agent (FIPPA).	Yes	Yes	Yes
Concurrent inbound voice seat with Finesse Desktop Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license.	Yes	Yes	Not available
Basic Prompt and Collect IVR port	Yes	Yes	Yes
Advanced IVR port	Yes	Not available	Not available
High Availability (HA) option HA provides licensing for mirrored, warm standby server software.	Yes	Yes	Not available

The following table lists the inbound voice features:

Table 6. Inbound Voice Features
Feature	Premium	Enhanced	Standard
General System Features with Server Software
Inbound voice redundancy support	High-availability cluster over the WAN with automatic failover	High-availability cluster over the WAN with automatic failover	Not available
Maximum number of ACD lines per agent	1	1	1
Maximum number of secondary lines with Finesse	3	3	3
Call conferencing	Included	Included	Included
Agent inter-dialing support	Included	Included	Included
Direct-outward-dialing (DOD) support	Included	Included	Included
Inbound Voice Seats
Maximum number of configurable inbound agents supported	2000	2000	2000
Maximum number of active inbound agents supported (including supervisor seats)	400	400	400
Maximum number of inbound supervisor positions supported	42	42	42
Inbound seat license type	Concurrent user	Concurrent user	Concurrent user
Integrated ACD Features with Server Software
Custom scripting with Cisco Unified Contact Center Express Drag and Drop Editor	Included	Included	Included
Maximum number of agent groups supported	150	150	150
Maximum number of agents per team	50	50	50
Automatic Number Identification (ANI) support	Included	Included	Included
Dialed Number Identification Service (DNIS) support	Included	Included	Included
Route on Skill	Included	Included	Included
Route on Skill competency	Included	Included	Included
Conditional routing (time of day, day of week, and custom variables)	Included	Included	Included
Custom routing based on data from database access (for example, data-directed priority routing)	Included	Not available	Not available
Dynamic priority queuing	Included	Included	Not available
Maximum number of definable skill groups	150	150	150
Maximum number of skills per agent	50	50	50
Recording
Workflow-based recording with Cisco Finesse	Available with MediaSense or WFO license	Available with MediaSense or WFO license	Not available

IVR Ports

IVR ports are packaged as either Basic or Advanced IVR ports.

Basic IVR ports licensing—Basic IVR ports are not licensed. You must use the Cisco Collaboration Sizing Tool to determine the maximum number of Basic IVR ports that are supported on a per-configuration basis.
Advanced IVR ports licensing—Advanced IVR ports are licensed on a per-inbound voice seat basis and are available only with the Premium package. Each inbound voice seat provides two Advanced IVR port licenses. For example, a 100-seat inbound voice deployment provides 200 Advanced IVR port licenses. Advanced IVR port licenses counts are checked at run-time. In the example given here, the 201^st simultaneously active request for an Advanced IVR port to handle an incoming call would be denied. Deployments that require additional advanced IVR ports need to purchase add-on Unified CCX Premium seats. Each Premium seat provides two advanced IVR ports.

Inbound Voice Packaged Components

The following sections describe the primary components that are provided with inbound voice. These sections provide high-level descriptions of the features and functions provided for these components. For more specific information, see the Cisco Unified CCX user documentation.

Automatic Call Distribution

The following table describes the Automatic Call Distribution (ACD) features that are available in each Unified CCX package.

Table 7. ACD Features Available in Each Unified CCX Package
Feature	Premium	Enhanced	Standard
Conditional Routing. Unified CCX supports routing based on caller input to menus, real-time queue statistics, time of day, day of week, ANI, dialed number, and processing of data from XML text files.	Included	Included	Included
Agent Selection. Unified CCX supports the longest available, linear, most handled contacts, the shortest average handle time, and circular agent selection algorithms. With Basic ACD functionality, agents are associated with one resource group only.	Included	Included	Included
Customizable Queuing Announcements. Unified CCX supports the playing of customizable queuing announcements based on the skill group that the call is being queued to, including announcements related to position in queue and expected delay.	Included	Included	Included
Re-route on Ring No Answer. If the selected agent does not answer within the allowed time limit, the caller retains the position in queue. Any screen pop data is also preserved.	Included	Included	Included
Data driven routing for HTML and XML data sources. The ability to use data obtained from HTML or XML documents to make routing decisions. XML document processing can also be used as a data store to access system-wide static data, such as a list of holidays, hours of operation, or a short list of hot customer accounts.	Included	Included	Included
Agent Skill and Competency-Based Routing. Agents can be configured with specific number of skills, each with up to 10 different competency levels. Contact Service Queues (also known as skill groups) can be configured as requiring up to specific number of skills, each with up to 10 minimum skill competency levels. The Unified CCX routing logic then matches the caller and contact requirements with agent skills to find the optimum match using one of the following agent selection criteria: Longest available, most handled contacts, or shortest average handle time Most skilled, most skilled by weight, or most skilled by order Least skilled, least skilled by weight, or least skilled by order	Included	Included	Included
High Availability Failover. With HA failure of the active server can be detected and the ACD subsystem can automatically fail over from the active to the standby server.	Optional with HA license	Optional with HA license	Not available
Dynamic Re-skilling by Administrator or Supervisor. Changes to CSQ skills and competencies and agent skills and competencies are applied immediately.	Included	Included	Included
Prioritized Queuing. Up to 10 levels of customer contacts can be prioritized based on call or customer data, and calls may be moved within or among queues under workflow control using priority information.	Included	Included	Not available
Agent Routing. Unified CCX routing applications can select a specific agent if that agent is in Ready state. (Queuing on a per agent basis is not supported.)	Included	Included	Not available
Data-driven routing based on JDBC database sources via SQL. The ability to use data obtained from a JDBC compatible database via a SQL query to make routing decisions.	Included	Not available	Not available
Wrap-Up and Work Modes. After call completion, an agent can be configured to be automatically placed into Work state, on a per CSQ basis. The agent can also choose to enter work state if that option is provided by the agent desktop administrator. A wrap-up timer is also configurable on a per CSQ basis.	Included	Included	Not available
Wrap-Up Codes. Agents may select administratively defined wrap up codes.	Included	Included	Not available

Interactive Voice Response

The following table describes the Interactive Voice Response (IVR) features that are available in each Unified CCX package.

Table 8. IVR Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Standard

IVR License

Basic Prompt and Collect IVR. Basic IVR ports provide a queue point, custom messaging and prompting, caller input collection, and processing via DTMF decoding. Decoded DTMF input may be used for both routing and screen pop purposes. Basic call controls such as terminate, transfer, and place call are also supported as part of the basic IVR functionality.

Note

Basic IVR port and Advanced IVR port cannot be mixed in the same configuration. Advanced IVR port includes all features available in Basic IVR port.

Included as a part of advanced IVR port

Included

High Availability Failover. With HA, failure of the active server can be detected and the IVR subsystem can automatically fail over from the active to the standby server. All IVR functions will be restored on the standby server.

Note

All calls in queue and calls receiving IVR call treatment will be lost. Calls already transferred to the agent will be preserved.

Optional with HA license

Not available

Optional with HA license

Advanced IVR Port Database Integration. The Unified CCX server can interoperate with any JDBC-compliant database. Databases tested and supported by Cisco are listed in Cisco Unified CCX Software and Hardware Compatibility Guide, which is available at:

http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX.

Data retrieved from databases can be used with the conditional routing capabilities to provide customer profile-based routing and queuing. Database integration also provides the ability to offer complete self-service applications to callers. Database views are not supported using the Unified CCX Editor database steps, but database views can be accessed using Voice XML or Java logic modules.

Included

Not available

Included

Advanced IVR Ports HTTP Triggers (the web analog to Unified CM Telephony) to invoke and run a workflow. HTTP triggers enable a Unified CCX to receive a customer contact request through an HTTP request. This approach allows web users to be offered service through a "click to talk to an agent" button. Information collected using the web (a customer call back number, account number, shopping cart content, and so on) can be passed to the Unified CCX script to allow customer profile-based routing and a data-rich window. These contacts can be prioritized and routed using the same methods available to normal inbound voice callers.

Included

Not available

Included

Advanced IVR Port SMTP outbound mail subsystem that may be used at run time under workflow control to send an email message. Third-party paging or fax products that accept an incoming email message to invoke a page or fax service may use this subsystem to provide real-time paging and fax responses in addition to email responses.

Included

Not available

Included

Advanced IVR Port Voice XML 2.0 Support. Unified CCX supports executing application logic developed with the Voice XML (VXML) standard. VXML is required for certain complex grammar ASR and TTS interactions and is optional for a DTMF or simple ASR or TTS voice interaction service. VXML allows organizations to reuse application logic from other applications, such as a transaction server to a mainframe database.

Note

Unified CCX uses MRCP v1 for communicating with third-party ASR-TTS servers. For information on compatible versions of the ASR-TTS see, Compatibility Matrix for Unified CCX at: http://docwiki-dev.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX

Included

Not available

Included

Advanced IVR Port Java Support. The Unified CCX server can support the defined logic using Java. Java support allows the reuse of logic from the existing web and Java applications.

Included

Not available

Included

Advanced IVR Port Automatic Speech Recognition via MRCP. ASR provides the ability to use natural human speech to replace DTMF keypad presses as a way to interact with IVR applications.

Optional with purchase of compatible ASR product

Not available

Optional with purchase of compatible ASR product

Advanced IVR Port Text to Speech via MRCP. TTS provides the ability to use flat text files as input to a computer-generated speech engine. TTS can replace prerecorded human speech in IVR applications.

Optional with purchase of compatible TTS product

Not available

Optional with purchase of compatible TTS product

General IVR Features

Play messages to callers: Music on hold

Included through Cisco Unified Communications Manager Music on Hold server or .wav file

Play messages to callers: Prompts

Included through .wav file

Play messages to callers: Combine prompts, music, and messages

Included and fully customizable

Capture and process caller DTMF input

Included

Automated-Attendant support

Included and fully customizable

Included

Database integration

Included

Not available

Included

Automatic Speech Recognition (ASR)

Optional through Media Resource Control Protocol (MRCP)

Not available

Through Media Resource Control Protocol (MRCP)

Text to Speech (TTS)

Optional through MRCP

Not available

Optional through MRCP

Real-time notification services (email; support for paging and fax)

Included (paging and fax require integration with third-party services)

Not available

Included (paging and fax require integration with third-party services)

VoiceXML for ASR, TTS, and DTMF

Included

Not available

Included

Read data from HTTP/S and XML pages

Included

Run workflows through HTTP/S request

Included

Not available

Included

Integrated self-service application support

Included

Not available

Included

Retrieve XML data using HTTP/S mechanism

Included

Not available

Included

Retrieve XML/JSON based data using generic REST API call

Included

Not available

Included

The following table describes the Outbound IVR features that are available with a premium package and separate Outbound IVR license which provides both predective and progressive.

Table 9. Outbound Features (IVR and Agent) Available with a Premium Package

Feature

Premium

System Features

Hardware configuration

Outbound (IVR and Agent deployed in the same VM) Dialer is deployed co-loaded on the same virtual machine (VM) as the inbound voice server.

Outbound IVR Ports and Agent Seats

Maximum number of Outbound IVR ports and Agent seats supported

150

Outbound IVR Port license type

Concurrent

Outbound Agent Seat license type

Concurrent

Outbound IVR and Agent Features (Progressive and Predictive)

Maximum number of active outbound campaigns

Maximum number of active contacts per outbound campaign

Note

Import contacts in chunks of 10,000 at a time.

1 million

Ability to automatically detect voice answer, answering machine, fax/modem, special information tones (all of these available with all the supported gateways)

Included

Administration

Ability for administrator to create and configure campaigns

Included

Ability for administrator to create non-North American area code to time-zone mappings

Included

The summary overview of system maximums for inbound and outbound voice in the tables are for reference only.

Multiline Support

Unified CCX supports the use of multiple lines on agent phones. You can configure one or more secondary lines on an agent phone. The agent's ACD line must be in button positions 1 - 4. Any calls on the observed lines are reported in the historical reports. Agent state is not modified as a result of activity on the agent's secondary line.

For example, if Agent A uses his non-ACD line to call Agent B (on Agent B's primary/ACD extension), the agent A is moved to Not Ready State and the call does not appear on Agent A's desktop. The call appears on Agent B's desktop because Agent B received the call on the primary/ACD extension.

Direct Transfer Across Line (DTAL) and Join Across Line (JAL) are not supported.

Outbound Voice

Direct Preview Outbound

The Direct Preview Outbound Dialer provides campaign-based outbound preview dialer support. Each inbound Premium seat provides one outbound seat. If you have 100 agent licenses, you can have up to 100 agents logged in and up to 100 agents handling inbound and outbound calls at the same time.

The following table lists the Outbound Preview Dialer availability in Unified CCX premium package:

Table 10. Direct Preview Outbound Availability for Unified CCX Premium Package
Feature	Premium
Direct Preview Outbound	Available

The following table describes the Outbound Preview Dialer features that are available in premium Unified CCX package:

Note

For the Outbound feature, the maximum number of campaigns supported is 15 and the maximum number of supervisor positions supported is 42.

Table 11. Direct Outbound Preview Features Available for Unified CCX Premium Package

Feature

Premium

System Features

Note

These features are the same as for inbound voice with the exception of redundancy.

Hardware configuration

Deploys and executes co-loaded on the same virtual machine as the inbound voice server.

Outbound Voice Seats

Maximum number of active outbound agents supported

150

Outbound license type

Concurrent user

Outbound Preview Dialer Features

Maximum number of active outbound campaigns

Maximum number of active contacts per outbound campaign

Note

Import contacts in chunks of 10,000 at a time.

1 million

Integrated CTI and Screen Pop Features with Cisco Unified Contact Center Express Seat License

Populates customer's name, account number, and phone number dialed

Included

Cisco Finesse Features for Agent with Cisco Unified Contact Center Express Seat License

Workflow-based recording

Included

Ability for supervisor to use Silent Monitor, Barge-In, and Intercept

Included

Ability for agent to accept or reject outbound contact. Agent can reclassify call to anyone of many call results, such as busy, fax, and answering machine.

Included

Cisco Finesse Features for Supervisor with Cisco Unified Contact Center Express Seat License

Live Data Gadgets

Included

Silent Monitor: Listen in on an agent's call

Included

Barge-In: Join in on an agent's conversation

Included

Intercept: Take a call from an agent

Included

Record

Optional with MediaSense, Cisco WFO, or WFO Solutions Plus

Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License

Preview Outbound Campaign Summary report

Included

Preview Outbound Agent Detail Performance report

Included

Administration

Campaign Management: Administrators can create and configure campaigns. They can specify a daily time range during which outbound calls are made and a set of CSQ to specify whose agents make the outbound calls, They can also specify and import a list of customer contacts to be called.

Included

Area Code Management: Administrators can add mappings from area-code to time zone for non-North American locations. This information is used to determine the customer contact current time before placing an outbound call.

Included

Outbound Progressive and Predictive Dialer

The Unified CCX Outbound Progressive and Predictive Dialer provides campaign-based agent outbound progressive and predictive dialer support. The number of agent seats depends on the number of outbound licenses available. If you have 10 outbound licenses, you can have up to 10 concurrent agent seats to handle outbound calls and 10 concurrent outbound IVR calls.

The following table lists the Outbound Progressive and Predictive Dialer feature that is available with the premium package.

Table 12. Outbound Progressive and Predictive Dialer Available with Premium Package
Feature	Premium
Progressive and Predictive Agent Outbound	Optional with Outbound License

The following table describes the Outbound Progressive and Predictive features that are available for the Outbound License with the premium package.

Note

For the Outbound feature, the maximum number of campaigns supported is 15 and the maximum number of supervisor positions supported is 42.

Table 13. Outbound Progressive and Predictive Dialer Availability with Premium Package and an Additional Outbound License

Feature

Premium

System Features

Note

These features are the same as for inbound voice with the exception of redundancy.

Hardware configuration

Deploys and executes co-loaded on the same virtual machine as the inbound voice server.

Outbound Voice Seats

Maximum number of active concurrent agents supported

150

Outbound license type

Concurrent user

Outbound Progressive and Predictive Dialer Features

Maximum number of CSQs per outbound campaign

Maximum number of active contacts per outbound campaign

Note

Import contacts in chunks of 10,000 at a time.

1 million

Cisco Finesse Features with Cisco Unified Contact Center Express Seat License

Workflow-based recording

View agent activity in real time

Cisco Finesse Features for Supervisor with Cisco Unified Contact Center Express Seat License

Silent Monitor: Listen in on an agent's call

Barge-In: Join in on an agent's call

Intercept: Take a call from an agent

Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License

Agent Outbound Campaign Summary Report

Agent Outbound CCDR Report

Agent Outbound Half Hourly Report

Outbound Agent Detail Performance Report

Integrated Live Data Reporting with Cisco Unified Contact Center Express Seat License

Agent Outbound Team Summary Report

Administration

Campaign Management: Administrators can create and configure campaigns using Unified CCX Administration web interface and REST APIs

Web Chat

Unified CCX premium package provides the facility for customers to initiate a chat session with the agent. State control is common for web chat and email.


Contact Channel	Premium
Inbound Web Chat	Included

Web Chat Components

Finesse Gadgets

The following gadgets are available when the administrator adds the gadgets to the desktop:

Chat and Email Control gadget—Allows the agent to control the chat state and to accept incoming customer chat requests.
Manage Chat and Email gadget—Allows the agent to handle multiple chat sessions.

Chat Live Data and Historical Reports

Unified CCX provides chat-specific live data reports and historical reports.

Web Chat Features

The following table describes the web chat features that are available in premium package.

Table 14. Web Chat Features Available in Premium Package
Feature	Premium
Agent alias. During a chat session, the customer sees the alias that has been configured for the agent by the administrator.	Included
Auto chat reject. If no agent is available, the chat request is rejected.	Included
Chat timeouts. Session timeouts for chat inactivity and maximum wait period.	Included
Audible alert. An alert is played when the agent receives a new chat request or when there is a new message on an inactive chat session tab.	Included
Multiple Chat Sessions. Administrators can configure up to a maximum of five concurrent chat sessions per agent.	Included
Predefined Responses. Administrator can configure up to 500 Predefined Responses across chat and email. These Predefined Responses can be tagged Global or with up to 10 CSQ tags. Only plaintext chat and predefined responses are supported.	Included
Chat transcript. Chat transcripts can be downloaded by the customer after the chat session. Administrators can login to SM to de-retrieve chat transcripts.	Included
Live Data and historical reports.
Supervisor reports. Team report for CSQ and agents. Agent statistics and CSQ statistics for chat.	Included
Integrated Web Chat General System Features with Cisco Finesse Agent Desktop.
Multiple skills per chat agent.	Included
Blended voice, chat, and email agents.	Included and configurable
Offer voice calls when on chat.	Included and configurable
Offer chat when on voice calls.	Included and configurable
Dedicated chat agents.	Included and configurable
Separate voice and non-voice state model . Ability to set the Agent State for Voice, Email and Chat.	Included
Customer Chat Form.	Included
Web Chat Routing. Supports Agent skill and competency-based routing. Longest available Most skilled Agent skill based routing	Included
Dynamic reskilling by administrator. Changes to CSQ skills and competencies and agent skills and competencies are applied immediately.	Included
Conditional routing. Web Chat is queued to the appropriate CSQ based on the problem statement selected by the customer.	Included
Rerouting the chats that were not accepted. If the allocated agent does not accept chat within the allowed time limit, the contact is presented to another agent.	Included
Customizable queuing messages. Customizable messages.	Included
High Availability (HA) failover. With HA, failure of the active server can be detected and the nonvoice subsystem can automatically fail over from the active to the standby server.	Optional with HA License

Agent Email

Unified CCX supports agent email with Finesse. Agent Email is available with Unified CCX premium package.


Feature	Premium
Finesse Agent Email	Included

Agent Email Components

Finesse provides gadgets for handling email contacts. The following gadgets are available:

Chat and Email Control Gadget—Allows the agent to control the chat and email state (non-voice state). Emails are automatically accepted.
Manage Chat and Email Gadget—Enables the agent to handle multiple email contacts.

Email Reports

Cisco Unified Intelligence Center provides Historical and Live Data reports for Email. Live Data reports are also available in the Finesse supervisor desktop as gadgets if the administrator enables them.

Agent Email Features

The following table describes the email features that are available with the premium package.

Table 15. Agent Email Features Available with Premium Package
Feature	Premium
Auto accept email. Incoming emails are automatically presented to the agent without any explicit accept (button click).	Included
Visible alert. Email alert along with pending email count.	Included
Email contact handling Agents can be configured to handle up to five email contacts.	Included
Requeue email. Agent can re-queue email.	Included
Reply To Header. If the Reply To header is present, the agent's response is sent to that address. Otherwise, it uses the From address of that email to respond.	Included
Save drafts. Agent can save email draft response and resume at a later time	Included
Discard email. Discards email from the agent desktop, but mails are not deleted from the serve.	Included
Predefined Responses. Administrator can configure up to 500 Predefined Responses across chat and email. These Predefined Responses can be tagged Global or with up to 10 CSQ tags. Email supports rich text.	Included
Attachments. Supported. Attachment size limit The size limit of a single file attachment is 2MB for both incoming or outgoing. The total size limit of attachments in the outgoing email from the agent is 5MB. The agents can load up to 10 attachments with total size of maximum 5 MB. The total size limit of attachments in the incoming email from the customer is 10MB.	Included
Historical Reports	Included
Email Live Data Reports	Included
Integrated Agent Email General System Features with Cisco Finesse Agent Desktop
Microsoft Exchange.	Not included; must be purchased separately by customer.
Office 365	Not included; must be purchased separately by customer.
Multiple email addresses. Assign one or more email addresses to a single Contact Service Queue (CSQ)	Included
Dedicated email agents.	Included and configurable
Fully integrated with Cisco Finesse agent desktop.	Included
Separate voice and non-voice state model.	Included
Blended voice, chat ,and email agents.	Included
Email routing. Last Agent Email Routing where attempt is made to route an email to the last agent who handled the previous leg. Skill and competency based routing which applies to new emails or when Last Agent Email Routing expires.	Included
Dynamic reskilling by administrator. Changes to CSQ skills and competencies and agent skills and competencies are applied immediately. Emails currently being worked by the agents are not affected.	Included
Agent selection. The longest available or most skilled agent selection algorithm.	Included
High Availability (HA) failover. HA is supported in Unified CCX. Upon Unified CCX failover, all emails in the system are automatically requeued and rerouted.	Optional with HA License
Toaster Notification. Toaster Notification. Agent receives a notification when a new email is received.	Included

Reporting

Cisco Unified Intelligence Center is the web-based reporting platform for Cisco Unified CCX. Cisco Unified Intelligence Center Standard license is available with the following Unified CCX packages:


Feature	Premium	Enhanced	Standard
Co-resident Unified Intelligence Center with Standard license.	Included	Included	Included
Standalone Unified Intelligence Center	Included	Not Included	Not Included

Cisco Finesse Recording

The following recording options are available:

While using the Finesse workflow recording option with MediaSense, you must purchase the Unified CCX recording license.
Cisco Finesse workflow-based recording using WFO (Workforce Optimization).

Note

While using the MediaSense recording option, you must purchase the Unified CCX recording license.

While using the WFO recording option, you must have the Compliance Recording/Quality Management/Advanced Quality Management licenses.

The following table details the various recording features that are supported based on the type of recording options available:


Feature	Recording using WFO	Recording using MediaSense	Recording using MediaSense and WFO Solutions Plus applications
Audio Recording	Supported	Supported	Supported
Video Recording	Not Supported	Supported	Supported
On Demand Recording	Supported	Not Supported	Supported
Quality Management	Supported	Not Applicable	Supported
Advanced Quality Management (with Screen Recording)	Supported	Not Applicable	Supported

Note

The licenses required for the recording options mentioned in the above table are:

For recording using WFO, WFO licenses on Unified CCX are required.
For recording using MediaSense, licenses on Unified CCX for Workflow based recording and Native MediaSense licenses for IPT recording are required.
For recording using MediaSense and WFO Solutions Plus applications, licenses on Unified CCX for Workflow based recording, Native MediaSense licenses for IPT recording and Solutions Plus WFO licenses are required.

Quality Management and Compliance Recording

Each user license is for a named (not concurrent) user. For example, a contact center with three shifts of 100 agents and supervisors needs 300 named user licenses. Each person in a shift of 100 users uses the license associated with them during their shift.

Quality Management is licensed on a per named user basis and provides all the server software required with the exception of the Windows operating system and database software for the QM server, which must be purchased off the shelf.

The following table lists the license types and features available:

Table 16. License and Features
Feature	Compliance Recording	Quality Management	Advanced QM
Compliance Recording	Included	Included	Included
Endpoint Recording	Included	Included	Included
Server Based Recording (via SPAN port)	Included	Included	Included
Network Based Recording	Included	Included	Included
Cisco CUBE Recording (via SIP)	Included	Included	Included
Network Recording (Built In Bridge)	Included	Included	Included
Gateway Recording	Included	Included	Included
Role-based Scoping	Included	Included	Included
Users Synchronized with UCCX	Included	Included	Included
Finesse Recording Controls - (Pause, Resume, Delete)	Included	Included	Included
Attach Custom Metadata	Included	Included	Included
Role Based Dashboards	Included	Included	Included
Exporting of Recordings	Included	Included	Included
Monitoring and Notification Service	Included	Included	Included
Recording Monitoring Dashboard	Included	Included	Included
Reporting	Included	Included	Included
Live Audio Monitoring	Included	Included	Included
Quality Evaluation	Not available	Included	Included
Evaluator Comments	Not available	Included	Included
Screen Recording	Not available	Not available	Included
Live Screen Monitoring	Not available	Not available	Included

Workforce Management

Cisco Workforce Management allows supervisors and contact center managers to develop schedules for their agents and manage key performance indicators and real-time adherence. Managers can create and manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different time zones, and schedule alternative media sources seamlessly, including email. Cisco Workforce Management also allows agents to view their schedules and performance metrics and request exceptions to those schedules, such as schedule offers and trades and requesting time off. Cisco Workforce Management is available with Unified CCX Enhanced and Premium licenses.

Each user license is for a configured (not concurrent) user. For example, a contact center with three shifts of 100 agents and supervisors needs 300 configured user licenses. Each person in a shift of 100 users uses the license associated with them during their shift.

The following Workforce Management features are available in each Cisco Unified CCX package:

Forecasting
Multimedia Scheduling
Intraday Management
KPIs and Reporting
Alerts
Reporting
Web Interface
Desktop Integration

Features

Inbound Voice

Integrated IVR, call queuing, and routing
Out-of-the-box support for scripting the business logic
Enterprise database and document manipulation using scripting tool
Real-time statistics to make run-time decisions
Full scale automated speech recognition, text to speech and Voice XML scripting

Codec Support

Unified CCX supports the following codecs:

G.711 a-law and μ-law
G.729

Unified CCX Outbound Dialer

Unified CCX supports the following outbound dialers:

Unified CCX Outbound Preview Dialer—Allows agents to participate in outbound campaigns in addition to handling inbound calls, which maintains a high level of agent productivity.

Unified CCX Outbound IVR Dialer (Progressive and Predictive)—Allows for outbound calls to be placed to contacts in a campaign and subsequently for live contacts to be serviced by an IVR application. Call Progress Analysis (CPA) capabilities of the SIP Voice gateway are used to filter non-live contacts (which could be fax and no answer). Live calls are transferred to a CTI route point to be serviced by an associated IVR application. If the live call is answered by an answering machine the call is either routed to an IVR application or the call can be ended. An outbound IVR call that is answered by a customer contact but cannot be serviced due to unavailability of an IVR port is said to be abandoned.

Unified CCX Outbound Agent Dialer (Progressive and Predictive)—Allows for outbound calls to be placed to contacts in a campaign and subsequently for live contacts to be serviced by agents. Call Progress Analysis (CPA) capabilities of the SIP Voice gateway are used to filter non-live contacts (such as fax and no answer). Calls that are answered by a customer are transferred to an agent. An outbound call that is answered by a contact but cannot be serviced due to unavailability of an agent can be transferred to a CTI route point to be serviced by an associated IVR application.

Note

Unified CCX dialer will dial outbound contacts only when the Cisco Unified CCX Database service on publisher node is up and running.

High Level Components

This figure and the following table describe the components deployed in Cisco Unified CCX for Outbound:

Figure 2. Cisco Unified Outbound Components


Campaign Manager	Responsible for starting and stopping each campaign and retrieving and updating contact records from and to the database.
Dialer	Receives contacts from the Campaign Manager and initiates the outbound calls. Notifies the Campaign Manager of the call status and call result after the call is answered. The dialer software is IP based and does not require any telephony cards for making outbound calls. In Outbound Preview, the dialer uses the Finesse agent IP phone to place outbound calls through a voice gateway configured in Unified CM. In Outbound IVR, the dialer uses the SIP protocol to place outbound calls through the SIP gateway configured for the Outbound IVR feature.
Resource Manager	Monitors agent states, reserves agents and receives instructions from the Dialer to place the outbound call. This component is used for Outbound Preview, Agent Predictive, and Agent Progressive features.
CTI Server	Handles requests and responses from and to the Finesse and passes the customer data to the Finesse for screen pop. This component is used for Outbound Preview, Agent Predictive, and Agent Progressive features.
IVR Subsystem	Responsible for execution of the IVR application associated with the campaign when a live contact has been detected by the SIP gateway and transferred to the configured CTI Route Point on the Unified CM. This component is used only in the Outbound IVR feature.
Config Datastore (CDS)	Contains the customer contacts information.

All of these components run as part of the Unified CCX Engine and cannot be installed separately.

Functional Description

There are three types of dialing modes in outbound: Direct Preview, Progressive, and Predictive.

Outbound Preview

The Outbound Preview feature supports only the direct preview dialing mode. It uses a 3-stage process for making an outbound call. The first stage is to find an available agent and retrieve the customer information for making the outbound call. The second stage is the reservation call, and its purpose is to reserve an agent and send customer data to the agent desktop. During this stage, the agent is reserved and the data appears on the desktop so that the agent can review the data and decide whether to accept the call by pressing the corresponding button on the agent desktop. If the agent does not accept the call, the call is handled by other outbound agents or closed for the campaign. If the agent does accept the call, Outbound Preview kicks in the last stage where Unified CM is instructed to place the outbound call using the agent's phone. When the outbound call is answered, Outbound Preview updates the customer contact in the database with the call status and call result.

When the outbound call connects with the customer, the agent can perform all call control operations that are normally supported on inbound calls (transfer, conference, hold, retrieve, and so on). Ensure that the agent transfers or conferences the outbound call, only if the call is answered by a person but not through other media such as an answering machine or a fax machine.

Note

CUBE is supported with the Outbound Predictive and Progressive dialers for agent and IVR with CPA (Call Progress Analysis).

Outbound IVR and Agent

The Outbound IVR feature supports two types of dialing modes namely progressive and predictive. Each dialer dials an appropriate number of contacts to make efficient use on the available system resources (IVR Ports). Both algorithms use a ratio called lines per port (LPP) to determine the number of outbound calls to place per available IVR port.

Progressive algorithm uses an LPP value configured by the administrator through Unified CCX Administration.

Predictive algorithm dynamically varies the LPP to ensure that the abandon rate does not exceed the threshold configured through Unified CCX Administration (abandon rate is the percentage of live calls that had to be dropped due to the unavailability of an IVR port).

Outbound IVR uses the Call Progress Analysis (CPA) capability of the SIP gateway to place and filter outbound calls. The SIP gateway filters out non-live contacts such as fax, invalid number, and no answer and forwards only the live calls answered by a customer contact and answering machine to a CTI Route Point on the Unified CM. This operation in turn triggers execution of an IVR application associated with the campaign at Unified CCX.

Scalability

These capacities and limits are supported for outbound:

Preview outbound supports a maximum of 150 agents.
Progressive and predictive agent-based outbound supports a maximum of 150 agents.
Progressive and predictive IVR-based outbound supports a maximum of 150 IVR ports. The number of active outbound IVR ports is limited by the maximum number of outbound IVR ports that are supported for a given platform. Because IVR for inbound and outbound compete for the same set of IVR ports, the actual number of active IVR ports in use for inbound and outbound depends on multiple parameters:
- Number of licensed inbound ports
- Number of licensed outbound ports
- Sum of the number of ports dedicated across outbound IVR campaigns

Refer to the "Configuring Unified CCX Dialer" chapter of the Unified CCX Administration Guide for details on how the numbers of active IVR ports for inbound and outbound are determined by these parameters.

Call Flow Description

Direct Preview Mode

In the direct preview mode, the agent hears the ring-out on the agent phone. The direct preview call flow proceeds as illustrated in this figure and the description that follows:

An agent in Ready state is available and the Dialer has retrieved contact records from the Campaign Manager. The Dialer requests the Resource Manager to reserve the agent.
The Resource Manager reserves the agent by moving the agent to Reserved state.
The Dialer sends a reservation call to the agent desktop and, at the same time, a screen pops that contains the customer information and is presented to the agent. The agent reviews the customer data and decides whether to take the call.
The agent can choose to accept, skip, or cancel this reservation call. If the agent chooses to accept it, the agent clicks the Accept button on the desktop.
The Dialer instructs the Resource Manager to place an outbound call from the agent phone through Unified CM out to the voice gateway. Because this call is a direct preview call, the agent immediately hears the ringback of the customer phone.

As soon as the call is answered, the Dialer closes the contact, classifies it as a voice call and sends the result to the Campaign Manager. If an answering machine answers the call, the number is invalid, or the customer requests a callback, and the agent can reclassify the call from the desktop accordingly. If the customer requests a callback and the agent reclassifies the call, the customer is called back using the same number, an alternate number, or a callback number specified by the customer.

Note

A CTI Port is not required to place the outbound call.

IVR Mode

The call flow description for Outbound IVR is illustrated in this figure and the description that follows.

Outbound IVR dialer determines the number of contacts to dial per the configured algorithm (progressive or predictive) and places outbound calls using SIP through the voice gateway.
Voice gateway detects non-live contact through its CPA capabilities and sends status of non-live contact to the dialer. The dialer uses this to update contact status information in the configuration database.
Voice gateway detects live contact through its CPA capabilities and sends status of live contact to the dialer. The dialer uses this to update contact status information in the configuration database and also sends a SIP refer message to the SIP gateway which in turn transfers the call to the configured CTI Route Point on Cisco Unified CM.
Cisco Unified CM transfers the call to a IVR port on Cisco Unified CCX server.
The IVR subsystem then associates the call with the IVR application associated with the campaign. The engine starts execution of the application and an IVR session takes place between the IVR application for the campaign on Cisco Unified CCX and the customer contact.

Agent Mode

The call flow description for Agent Outbound is illustrated in this figure and the description that follows.

The dialer requests the Resource Manager to reserve the agent.
The Resource Manager reserves the agent by moving the agent to Reserved state.
Outbound dialer determines the number of contacts to dial as per the configured algorithm (progressive or predictive) and places outbound calls using SIP through the voice gateway.
The voice gateway detects live contact through its CPA capabilities and sends status of live contact to the dialer. The dialer uses this information to update contact status information in the configuration database and also sends a SIP refer message to the SIP gateway, which then transfers the call to the Cisco Unified CM.
Cisco Unified CM transfers the call to the reserved agent on Cisco Unified CCX server. The Outbound subsystem then associates the call to the reserved agent.

Deployment Guidelines

The following guidelines should be followed when deploying outbound:

Outbound supports a maximum of 15 active campaigns and a maximum of 1 million active outbound records for each campaign.
Outbound does not come preinstalled with any Do Not Call lists. The system administrator should manually filter the contact list against the Do Not Call list prior to importing contacts.

The following guidelines are specific to outbound:

Outbound supports a maximum of 10 CSQs for each campaign.
Finesse IPPA agents are not supported.
Direct preview outbound cannot detect an answering machine, fax, or modem. The agent should manually reclassify the call to "answer machine" or "fax" from the desktop. The contact will be called again using the same number (in the case of "answer machine") or using an alternate number (in the case of "fax").
For direct preview outbound, agents should not transfer or conference the outbound call if the call is answered by the media other than a person, such as an answering machine or fax machine.
For progressive and predictive outbound, the SIP gateway performs call progressive analysis which determines whether the outcome of a call is an answering machine, live voice, fax, or beep tone and presents only the live voice calls to the agents. The contact will be called again using the same number in case of no answer and busy tone or using an alternate number in case of a fax, modem or an invalid number.
When Phone 1 of a contact is dialed and the CPA marks it as Busy or Unanswered the same number is retried based on the retry count and delay configured in the campaign. When the retry count reaches the maximum value, the contact is marked as closed. The other phone number for a given contact is dialed only when the called number is classified as Modem, Fax or Invalid.

The following guidelines are specific to IVR and agent-based progressive and predictive outbound:

It is possible to only have a single instance of the SIP gateway in the deployment.

Install the SIP gateway on the same site (that is, the same campus LAN) as the Unified CCX primary engine. The SIP gateway can be installed across the LAN or WAN. The maximum delay over the WAN should not exceed 80 milliseconds.

Note

The primary engine is always the first node that was installed in the Unified CCX cluster and cannot be changed.

No voice gateway based redundancy of the SIP gateway is supported.
The protocol supported between the SIP Gateway and Unified CM for transferring the outbound call to an IVR application or to an available agent includes SIP and H323.
It is possible to use the same gateway for both inbound and outbound voice.

Unified CCX Web Chat

As part of the Premium license, Unified CCX agents can service customer chat requests using the Agent Web Chat gadget in Cisco Finesse.

This feature requires a SocialMiner deployment to accept and relay the contact requests from a customer website. One SocialMiner deployment can serve only one Unified CCX deployment (single node or high availability deployment). SocialMiner does not support redundancy.

Note

The Chat Web Form that is generated uses JavaScript. The web page where this is loaded must be accessed using a JavaScript enabled browser. The default Chat Web Form displays a message to the user if JavaScript is not enabled on the browser where it is loaded.

Deployment Scenario 1: Customer Web Site in Demilitarized Zone (DMZ)

The Cisco Unified CCX is deployed inside the enterprise firewall and SocialMiner is deployed inside company premises in the DMZ along with the customer website. The DMZ is open to all HTTP/HTTPS traffic from the Internet. For Unified CCX Web Chat deployment to work, allow bidirectional HTTPS traffic between End User and SocialMiner. Allow bidirectional HTTPS and XMPP traffic between SocialMiner in the DMZ and Unified CCX on ports HTTPS (443) and XMPP (5222). Allow bidirectional BOSH traffic between SM and the agent on port BOSH (7443). For more information on the ports utilized, see the Port Utilization in SocialMiner section in the Port Utilization Guide for Cisco Unified Contact Center Express Solutions.

The Unified CCX is shielded from all outside traffic except the traffic coming from the DMZ zone. All web chat communications occur over HTTP/HTTPS and BOSH ports irrespective of where SocialMiner is deployed.

Deployment Scenario 2: Customer Web Site in Public Cloud or Domain

Figure 7. Customer Web Site in Public Cloud or Domain

One variation of the preceding scenario can be an addition of a proxy server that can intercept and relay all interactions going to SocialMiner.

Note

SocialMiner should only need to access a proxy server if it sits behind a corporate network firewall and has to use an http or https proxy server for accessing an outside network. Configuration of private NAT address is not supported.

Unified CCX Finesse Agent Email

As part of the Unified CCX Premium license, Unified CCX supports agent email with Finesse.

Adminstrators should edit the Cisco Finesse Desktop Layout to enable the gadgets to appear on the agent desktop.

As part of the Premium license, Unified CCX agents can service customer email requests using the Agent Email gadget in Cisco Finesse

For more information, see "Cisco Finesse" section in the Cisco Unified Contact Center Express Administration Guide at :

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

Cisco Finesse Agent Email requires the deployment of Cisco SocialMiner to handle the email and relay the contact requests from a mail server. One SocialMiner deployment can serve only one Unified CCX deployment (single-node or high-availability deployment), and vice versa.

The Cisco Finesse Agent Email feature requires the use of an external mail server (Microsoft Exchange 2010, 2013, 2016 and Office 365 are supported ). This mail server is not provided, installed, or configured as part of the Unified CCX installation. To communicate with the Exchange Server, SocialMiner uses secure IMAP (for message retrieval) and secure SMTP (for message sending). On the Exchange Server, enable IMAP (SMTP is enabled by default).

For more information about enabling IMAP, see section "Mail Server Configuration" in Cisco Unified Contact Center Express Administration Guide at:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html.

Unified CCX allows email contacts to be routed to agents based on the email addresses to which they are sent by the customers. Cisco Finesse Agent Email feature uses skill-based routing and last-agent email routing.

Separate CSQs are required for Email. You must associate each Email CSQ with a separate email account on the mail server. This account must be dedicated to the Email CSQ feature and must not be used for other purposes. Agent association with Email CSQs is configured in the same manner as Voice CSQs by assigning skills and competency levels to the CSQ.

Cisco Finesse provides a common chat and email state, separate from voice state. Blending ensures that agents can handle voice, email, and chat contacts from the same desktop.

When an agent replies to the customer's email, the reply email address depends on the information in the customer's email. If the customer's email contains the Reply-to header field, the agent's reply email is sent to the email address in the Reply-to header. If the Reply-to header is missing in the customer's email, the agent's reply email is sent to the From address in the customer's email. The sender address of agent's email is the email account associated with the Email CSQ on which the reply is being sent. Upon requeue, Unified CCX ensures that the response is sent with the email address of the requeued CSQ as the From address.

Home Agent with Extend and Connect

Definitions

CTI Remote Device — New device type that represents the user’s off-cluster phones, which the users plan to use with Cisco Unified Communications applications. The device type is configured with one or more lines (for example, Directory Numbers) and one or more remote destinations.
Remote Destinations — A numerical address that represents the user’s other phones (for example, home office line and other PBX phone). The phone can be any off-cluster device such as DVO-R (Dial-via-Office-Reverse).

Introduction

The Extend and Connect feature can be configured for agents and supervisors on remote devices to accept inbound and outbound calls. This feature works with Cisco Jabber in Extended mode and the new CTI Remote Device type and enables applications to have limited call control capability over third-party devices of an user. Configure all third-party devices or end points of an user as remote destinations on a virtual CTI Remote Device. You can configure third-party devices or end points of an user from Cisco Unified Communications Manager administration console.

If there is an active remote destination set for a remote device, a call to that device is placed only to the active remote destination.

Note

You cannot perform silent monitoring on Home Agents using this feature.

Feature Availability by License Package

The following table lists the availability of Extend and Connect feature in the Unified CCX packages.


Feature	Unified CCX Premium	Unified CCX Enhanced	Unified CCX Standard	Unified IP IVR
Extend and Connect	Available	Available	Not available	Not available

Persistent Connection Call

Persistent connection allows an agent to maintain a dedicated connection with an active remote destination. Persistent connection is supported from Cisco Unified Communications Manager. This connection saves connection establishment time for each call.

A persistent connection call is made to the active remote destination during agent login. The agent answers the persistent connection call only from a configured remote destination. ICD calls are placed over persistent connection. The agent moves to Ready state after answering the persistent connection call. Unified CCX plays an announcement upon answering persistent connection call provided that announcement is configured with the identifier as “UCCX Persistent Connection Prompt”.

After the persistent connection is established for incoming calls, Unified CCX plays an announcement on persistent connection provided that announcement is configured with identifier as "UCCX Customer Call Prompt". The agent’s remote device displays the caller ID during the ICD call provided that the remote device has a provision to display caller information. The caller ID name is displayed as EC Mode. The caller information remains displayed until the next call is placed on the persistent connection call. By default, Unified CCX makes a maximum of three attempts to establish a persistent connection call.

The default call duration for a persistent connection is 12 hours. You can change the persistent connection duration using the Maximum Call Duration Timer field in Cisco Unified Communications Manager.

When a persistent connection call is not answered, the agent is moved to Not Ready state and is not allowed to move to Ready state until the persistent connection call is established. The persistent connection call is dropped after the agent logs out.

The following figure shows the persistent connection call flow:

Figure 9. Persistent Connection Call Flow

The following figure shows a persistent connection incoming call:

Figure 10. Persistent Connection Incoming Call

For remote phones that have persistent connection, the following features are not supported:

Call Hold/Resume is not supported for a persistent connection call.
Intercept/Barge-In is not supported for persistent connection with Cisco Finesse.
Live Data and Historical reports do not distinguish the remote agents from the enterprise agents.
The supervisors cannot initiate recording for remote agents using Cisco MediaSense directly, but recording can be achieved using Gateway forking. For more information about Cisco MediaSense, see the Cisco Unified Contact Center Express Administration Guide at:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
The maximum number of supported remote agents is 100.
Extend and Connect is not supported on shared lines.

Signaling Flow

The following figure shows the signaling flow chart:

Agent and Device Configuration

To use this feature, perform the following configuration:

Configure CTI Remote Device, CSF for Cisco Jabber, and Remote Destinations in Cisco Unified Communications Manager Version 10.x.
Configure ICT between Cisco Unified Communications Manager Version 10.x and Cisco Unified Presence server Version 10.x.

Call by Call Mode

Unified CCX administrator can switch off persistent connection using Unified CCX Administration page to enable Call by Call mode. In this mode, every call will be routed independently to the Home Agent as if the agent is using an IP phone. When the call ends, the Home Agent's phone disconnects before it is made ready for the next call.

Deployment Guidelines

In case of fresh deployments of Cisco Unified Communications Manager and Unified CCX, ensure that the DNS is configured for all the components.

Remote Agent Over Broadband

Unified CCX supports remote agents (for example, at-home agents) using Cisco Unified IP Phone over a broadband internet connection.

The Cisco VPN Client feature available in select Cisco Unified IP Phones provides another option for remote agents to connect their IP Phones to the enterprise.

The enterprise will need to deploy and set up an appliance which supports SSL VPN connectivity. Connectivity between the remote agent and enterprise must be over broadband/SSL VPN.

The VPN feature needs to be configured on the Cisco Unified Communication Manager as per the Cisco Unified Communications Manager Security Guide.

The Cisco Unified IP Phone should then be configured within the enterprise as detailed in the Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager.

After the IP Phone has been configured in the enterprise, the agent can then take it home and connect it to a regular broadband router to obtain VPN connectivity to the enterprise. The agent will then be able to use the configured extension for receiving and placing calls from home.

Expressway Support

Unified CCX supports Cisco Expressway as an endpoint for remote agents from 11.5(1) release onward. The agent phones must be registered with the Unified CM. The agents must be logged into Cisco Finesse desktop that is connected over the VPN or the Enterprise must have enabled access to Cisco Finesse over the internet (by enabling NAT). For any caveats and release specific information in Cisco Expressway see, http://www.cisco.com/c/en/us/support/unified-communications/expressway-series/products-release-notes-list.html.

Reporting

Unified Intelligence Center

Unified Intelligence Center is the reporting solution for Unified CCX that provides access Historical reports and Live Data reports.

Note

Historical Reporting Client (HRC) is no longer available with Unified CCX.
Co-resident CUIC on UCCX does not provide the capability to customize reports or to restrict value list collections without implementing custom report definitions. Implementing custom report definitions requires the system to be integrated with a Standalone CUIC Premium server.
Standalone CUIC on premise server doesn't provide the access to view Live Data Reports.
During a manual or nightly Unified CCX synchronization with Unified Intelligence Center, the collections that are manually added to the default stock value lists (UCCX_AgentID, UCCX_AgentName, UCCX_TeamNames, UCCX_CSQ Names, UCCX_Voice_CSQ, UCCX_Email_CSQ, UCCX_Chat_CSQ_List) are deleted.

Unified Intelligence Center Historical Reports

The following table presents the Historical reports that are available for each license package:


Historical reports	Premium	Enhanced	Standard	IP-IVR
Inbound reports
Abandoned Call Detail Activity Report	Yes	Yes	Yes	Yes
Aborted Rejected Call Detail Report	Yes	Yes	Yes	Yes
Agent Call Summary Report	Yes	Yes	Yes	No
Agent Detail Report	Yes	Yes	Yes	No
Agent Login Logout Activity Report	Yes	Yes	Yes	No
Agent Not Ready Reason Code Summary Report	Yes	Yes	Yes	No
Agent State Detail Report	Yes	Yes	Yes	No
Agent State Summary by Agent Report	Yes	Yes	Yes	No
Agent State Summary by Interval Report	Yes	Yes	Yes	No
Agent Summary Report	Yes	Yes	Yes	No
Agent Wrap-up Data Summary Report	Yes	Yes	No	No
Agent Wrap-up Data Detail Report	Yes	Yes	No	No
Call Custom Variables Report	Yes	Yes	Yes	Yes
Called Number Summary Activity Report	Yes	Yes	Yes	Yes
Common Skill CSQ Activity report	Yes	Yes	Yes	No
Contact Service Queue Activity by CSQ Report	Yes	Yes	Yes	No
Contact Service Queue Activity Report	Yes	Yes	Yes	No
Contact Service Queue Activity Report by Interval	Yes	Yes	Yes	No
Contact Service Queue Call Distribution Summary	Yes	Yes	Yes	No
Contact Service Queue Priority Summary	Yes	Yes	Yes	No
Contact Service Queue Service Level Priority Summary Report	Yes	Yes	Yes	No
CSQ Agent Summary Report	Yes	Yes	Yes	No
Detailed Call by Call CCDR Report	Yes	Yes	Yes	Yes
Detailed Call CSQ Agent Report	Yes	Yes	Yes	No
Priority Summary Activity Report	Yes	Yes	No	No
Traffic Analysis Report	Yes	Yes	Yes	Yes
Agent All Fields Report	Yes	Yes	Yes	No
Contact Service Queue Activity by Window Duration	Yes	Yes	Yes	No
CSQ All Fields Report	Yes	Yes	Yes	No
Reason Code Report by Agent Grouping	Yes	Yes	Yes	No
Reason Code Report by Reason Code Grouping	Yes	Yes	Yes	No
Chat reports
Chat Agent Detail Report	Yes	No	No	No
Chat Agent Summary Report	Yes	No	No	No
Chat CSQ Activity Report	Yes	No	No	No
Chat CSQ Agent Summary Report	Yes	No	No	No
Chat Traffic Analysis Report	Yes	No	No	No
Email reports
Email Agent Activity Report	Yes	No	No	No
Email Contact Service Queue Activity Report	Yes	No	No	No
Email Contact Service Queue Agent Activity Report	Yes	No	No	No
Email Inbox Traffic Analysis Report	Yes	No	No	No
Email Resolution Detail Report	Yes	No	No	No
Email Response Detail Report	Yes	No	No	No
Finesse Email reports
Email Agent Activity Report	Yes	No	No	No
Email Contact Detail Report	Yes	No	No	No
Email CSQ Activity Report	Yes	No	No	No
Email Traffic Analysis Report	Yes	No	No	No
Outbound reports ¹
Agent Outbound Campaign Summary Report	Yes	Yes	Yes	Yes
Agent Outbound CCDR Report	Yes	Yes	Yes	Yes
Agent Outbound Half Hourly Report	Yes	Yes	Yes	Yes
IVR Outbound Campaign Summary Report	Yes	Yes	Yes	Yes
IVR Outbound CCDR Report	Yes	Yes	Yes	Yes
IVR Outbound Half Hourly Report	Yes	Yes	Yes	Yes
Outbound Agent Detail Performance Report	Yes	Yes	Yes	Yes
Preview Outbound Agent Detail Performance Report	Yes	Yes	Yes	Yes
Preview Outbound Campaign Summary Report	Yes	Yes	Yes	Yes
System reports
Application Performance Analysis Report	Yes	Yes	Yes	Yes
Application Summary Report	Yes	Yes	Yes	Yes
License Utilization Hourly Report	Yes	Yes	Yes	Yes
Remote Monitoring Detail Report	Yes	No	No	No

¹ Obtain Outbound license that is optional with the Premium license to access IVR and Agent-Outbound reports.

Unified Intelligence Center Live Data Reports

The following table presents the Live Data reports that are available for each license package:


Live Data Reports	Premium	Enhanced	Standard	IP-IVR
Agent reports
Agent CSQ Statistics Report	Yes	Yes	No	No
Agent State Log Report	Yes	Yes	No	No
Agent Statistics Report	Yes	Yes	No	No
Agent Team Summary Report	Yes	Yes	No	No
Supervisor reports
Agent Outbound Team Summary Report	Yes	Yes	Yes	No
Chat Agent Statistics Report	Yes	No	No	No
Chat CSQ Summary Report	Yes	No	No	No
Team State Report	Yes	Yes	Yes	No
Team Summary Report	Yes	Yes	Yes	No
Voice CSQ Agent Detail Report	Yes	Yes	Yes	No
Voice CSQ Summary Report	Yes	Yes	Yes	No
Email Agent Statistics Report	Yes	No	No	No
Email CSQ Summary Report	Yes	No	No	No

Note

The team that accesses Live Data reports can have a maximum limit of 50 logged in agents at any particular time.
A maximum number of 42 users are supported to run Live-Data Reports concurrently on Cisco Unified Intelligence Center.
All the Live Data reports are available as gadgets. For more information to configure gadgets, see the Cisco Unified Contact Center Express Administration and Operations Guide located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.
Live Data counters in the Unified Intelligence Center reports and the Cisco Finesse gadgets are reset in the following scenarios:
- Manual reset—Administrator resets the real-time report counters from the Application Administration interface.
- Automatic reset—Daily purge resets the real-time report counters at midnight (in the local Unified CCX server time zone).
If there are active calls at the time of reset, the Contact Service Queue (CSQ) reports display data for the calls, and the agent report counters are set to zero.
Live Data reports are not updated dynamically if configuration changes are made to CSQ, team, or agents. Refresh the report to see the latest changes.
Live Data reports do not support team names and CSQ names that have multi-byte characters. Such team names and CSQ names are not synced from Unified CCX to Unified Intelligence Center, but user names are synced.

Finesse Reports

Agents and supervisors can access Live Data reports that are configured to be displayed as gadgets in the desktops. The following are the default reports that are configured:

Agent desktop

Home tab
- Agent CSQ Statistics Report
- Agent Team Summary Report
My Statistics tab
- Agent Statistics Report
- Agent State Log Report

Supervisor desktop

Team Data tab
- Team Summary Report—Short and Long Term Average
- Team Summary Report—Since Midnight
Queue Data tab
- Voice CSQ Agent Detail Report
- Voice CSQ Summary Report

Note

To add or modify the report gadgets, contact your administrator. For more information, see Cisco Unified Contact Center Express Administration Guide available here:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

Wallboards

Unified CCX supports wallboard reporting. Obtain the wallboard from a Cisco-approved vendor from Cisco Marketplace:

https://marketplace.cisco.com

Configuration APIs

The Cisco Unified Contact Center Express Application Programming Interface (UCCXAPI) provides a platform to integrate provisioning applications similar to what is provided by the Unified CCX Application Administration interface. Cisco Unified CCX exposes sophisticated control of the contact center application management with its Configuration REST APIs. For more information on supported APIs, see Cisco Unified Contact Center Express Developer Guide available here:

https://developer.cisco.com/site/collaboration/contact-center/uccxapi/overview/

Remote Expert Mobile

For all information about the Remote Expert Mobile deployment, see the Cisco Contact Center Solutions and Unified Communications Manager Solution Configuration Guide for Remote Expert Mobile, available at http://www.cisco.com/c/en/us/support/customer-collaboration/remote-expert-mobile/tsd-products-support-series-home.html.

Post Call Treatment

Post Call Treatment allows Unified CCX to provide treatment to an ICD call once the agent ends the call from the Finesse desktop. The Unified CCX administrator has an option to configure the Post Call Treatment via the Cisco Unified CCX Script Editor. This functionality will not be available if the agent ends the call from the phone or when the customer hangs up before the agent.

Caller ID Support

Caller ID feature displays the caller's number instead of the CTI port number on the agent's IP phone. Caller ID (CLID) is disabled by default. To enable CLID using a CLI command, see the Cisco Unified Contact Center Express Operations Guide, located at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html.

Note

CLID is not supported with Jabber.
When the CLID screen pops up on the phone screen, the Answer key is hidden below the CLID screen. You see two soft keys: Update and Exit. Press Exit to see the Answer key.

E.164 Support

Unified CCX supports E.164 numbering plan for route point directory numbers, and Finesse agent and supervisor extensions. E.164 is supported for the following components:

CTI port directory numbers
Contact phone numbers for outbound calls
Cisco Finesse
Trigger directory numbers
Agent extensions
Display of Incoming calls
Phonebook and keypad
Route points
Configuration APIs for route points
Script editor

Note

For CTI port directory numbers:

Unified CCX doesn't completely support E.164 numbering plan for CTI route point directory numbers (DN).
This limitation is because of the Unified CM limit on device name length set as 15 characters. The system automatically adds "_" between the device name prefix and the DN. So a maximum of 13 characters in the DN is supported as device name prefix (which includes the "+" sign) is mandatory and hence at least one character is needed there. For example, (Device name prefix) + '_' + (length of DN) = 15 ==> [(1 + '_' + 13) = 15]

For Finesse Agent and Supervisor extensions:

Unified CCX E.164 numbers support a total of 15 characters. When using the plus sign (+) dialing, the plus sign (+) is followed by up to 14 characters that consist of numerals and the special characters—alphabet X, hash(#), square brackets ([ ]), hyphen (-), and asterisk (*).

Context Service

Overview

This section details few use cases related to the customer experience without and with Context Service feature enabled in the Contact Center and an overview of the feature.

Customer Experience

Experience for Customer Interaction Without Context Service

Mary wants a service from My Cable Service. The contact center of My Cable Service uses the Cisco Unified Contact Center Express solution. All the use cases are based on Mary's interactions with the contact center.

Context Service Overview

Context Service stores customer interaction data in the cloud, enabling dynamic changes that allow businesses to be flexible in how they store and use data. Often information exists across multiple applications with an ineffectual way to bring it together. Context Service enables you to get a handle on disparate data, and bridge the siloes, while creating a breadcrumb or a map of the data model. Breadcrumbs help your agents to follow a customer journey and provide relevant and immediate assistance, enhancing both the customer and the agent experience.

Context Service enables Cisco Contact Center customers to deliver a seamless omnichannel experience with out-of-the-box integration from Cisco Customer Collaboration products and APIs for third-party integration.

Key Functionality

Context Service provides a flexible data store for storing customer interaction data. Businesses can define what customer interaction data they want to store and how to store the data.
You can use Context Service with these Cisco Contact Center products:
- Unified Contact Center Enterprise
- Packaged Contact Center Enterprise
- Unified Contact Center Express
- Hosted Collaboration Solution - Contact Center
You can use Context Center out-of-the-box and do not need to install any additional components. Context Service API integrates the front end, back end, retail, and Internet of Things applications to capture the complete customer journey.
Context Service is compatible with both on-premises and cloud Contact Center deployments. The service provides a complete solution, not just APIs.
Cisco hosts and manages the service, eliminating the need for businesses to deploy and manage servers.
The service is channel-agnostic, allowing it to store interaction data from multiple customer care channels including:
- Voice (including IVR)
- Chat and email
- Internet of Things
The service tags interaction data and correlates the data into a customer journey. Correlated data helps businesses to understand the history and context of their customer engagements.
The business owns its data, although it is stored in the cloud, and the business owns and controls access to its sensitive data. Cisco partners cannot access the protected data unless the business permits it.

Business Benefits

The service provides history and context information for all customer interactions to customer service agents. These contextual breadcrumbs allow agents to better understand the customer journey and provide better service.
The service provides context and history that transforms traditional, isolated multichannel interactions from separate channels, into seamless omnichannel journeys. Contextual customer journeys help businesses better understand and respond to the needs of their customers.
Out-of-the-box integration with the Cisco Contact Center portfolio adds value to existing investment.
Open interface allows integration of new customer care channels and other business applications, Cisco, or third party, to capture a complete view of the customer journey.

Partner Benefits

Context Service offers APIs that enable Cisco partners to easily build value-add solutions using the interaction data stored in the cloud. For example, partners can build analytics applications using context data stored in the cloud.

For more information about Context Service features and usage, see Context Service Collaboration Help.

Customer Experience with Context Service

Experience for Voice Calls with Context Service

Seamless Experience for Repeat Calls with Context Service

The following flow diagrams show the different components involved in the voice and non-voice interactions in the Unified Contact Center Express solution.

Figure 12. Unified CCX Solution Components in a Voice Interaction Flow

Figure 13. Unified CCX Solution Components in a Non-Voice Interaction Flow

Sample Script

The following image details the sample script with Context Service steps.

The Unified CCX script handles the customer call first. As the call is routed to an available agent in the contact center queue, the following sequence of operations is performed:

The Unified CCX script handles the customer call first.
A welcome prompt is played for the customer.
The calling number is obtained. A lookup of the customer record is performed based on the calling number.
The customer details are automatically fetched from the cloud server after the contact information is obtained.
A POD is created for this customer interaction and linked to the customer record that was obtained in the previous step. If no record or more than one records are obtained, a POD is created and not linked with any customer record.
The ID of the POD is obtained and set in the POD.ID expanded call variable.
The call is routed to a CSQ and an available agent resource is selected to attend the call.

Get Started with Context Service

This section describes the high-level tasks required to get started with Context Service. These tasks are detailed in the following sections of the guide.

Ask your Cisco Partner to create your organization account and enable Context Service.
Cisco Partner gets access to Cisco Spark Control Hub portal.
Partners enable Context Service for customers through the Cisco Spark Control Hub by starting a New Trial.

Task Flow to Enable Context Service

To enable Context Service in your contact center solution, follow this task flow:


Sequence	Task
On board your Organization
1	For information on how to install and configure the contact center solution see, Cisco Unified Contact Center Express Install and Upgrade Guide.
2	For information on how to configure the firewall to work with Context Service see, Context Service Network Connectivity Requirements. If there is no connectivity with the Context Service cloud, configure the proxy parameters to access Context Service through the HTTP proxy in the Cisco Unified Contact Center Express Administration. For details on how to configure see, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.
3	For information on how to work with your Cisco Partner to on board your organization see, Enable Context Service for Your Organization.
Configure and Register Components
4	For information on how to register Unified CCX with Context Service see, Register and Configure Context Service.
Check Status of Context Service
5	For information on how to check the status of Context Service for all the components of the Unified CCX solution see, Context Service Status.
Create Scripts
6	For information on how to add Context Service steps to the Unified CCX scripts for the voice-based interactions only see, Cisco Unified Contact Center Express Scripting Guides at https://developer.cisco.com/site/express-scripting/documentation/. Two of the most common used Context Service use cases are bundled in the IVR script repository. Some of the most useful use cases from Context Service such as Last Agent routing, Priority customer identification, Route based on previous call outcome, Tag call for follow up and run outbound campaign on all tagged calls.

CCX Component Integration with Context Service

The following contact center components integrate with Context Service:

Cisco Finesse—This enables an agent to view and update the POD or Activity for the tasks that they handle in a gadget.
- Fusion Management Connector - This is the service that allows registration with Context Service. This runs on the primary node in the cluster.
- Finesse Auth - This service is used by the Context Service gadget.
Cisco SocialMiner—This creates the POD or Activity for every chat or email injected into Unified CCX.
Unified CCX Engine Service—This creates the POD or Activity for all the Unified CCX handled voice calls. The Unified CCX call scripts must have the Context Service steps.

Design Considerations

This section details the design considerations that are required to be considered while integrating the Context Service feature with the Unified Contact Center Express solution. This will inform us of the complete task flow that is involved in the integration, configuration, onboarding, enabling, and using of the feature with the contact center solution.

Figure 15. Integration of Context Service with Unified CCX

Context Service Data Model, Fields, and Fieldsets

Context Service is a flexible and secure data store in the cloud that connects the customer journey across different media channels. These media channels include voice, email, chat, mobile, and web. Information from different media channels often exists across multiple applications without an effective way to bring it together. Context Service enables you to better understand disparate data by creating a map of customer interactions. Context Service helps your agents follow the customer journey and provide relevant and immediate assistance, enhancing both the customer and the agent experience. Context Service enables Cisco Contact Center customers to deliver a seamless omnichannel experience through an out-of-the-box integration with Cisco Customer Care products and with APIs for third-party integrations.

Context Service Objects

Customer data—Describes who a specific customer is. For example, this includes information such as name, address, and phone number. The customer object type provides a way of linking personally identifiable information (PII) with a customer ID.
Activity data—Describes a specific customer interaction. Activities are also known as PODs. Each activity reflects one step in the customer journey as the customer seeks to fulfill a request. For example, an activity occurs when a customer interacts with your organization by:
- Browsing your organization's website.
- Emailing your organization.
- Calling your organization and using an IVR menu.
- Chatting with an agent.
You can associate activities with a customer or a request.
Request data—Describes what the customer wants. Requests are also used to group activities together that are related to a specific customer issue. For example:

A customer goes online to make a credit card payment. The customer runs into an issue making the payment online, and makes a phone call instead. Attempting to make the payment online and making a phone call are two seperate activities. These two activities belong to the same request, making a credit card payment.

You must associate each request with a customer.
Detail data—Provides additional information on another object type. For example:
- Notes made by an agent during an activity.
- Feedback from the customer about an activity.
You must associate each detail with a request or an activity.

Context Service Fields and Fieldsets

Fields allow you to define the structure of the context data that is stored in Context Service objects. Fieldsets are logical grouping of fields based on your business needs. For example, you can create a shopping basket fieldset with four fields:

Items in the cart.
Items in a wish list.
Total price.
Estimated shipping costs.

You can the Context Service fields and fieldsets to create a flexible data model. You can:

Use the Cisco base fields and fieldsets or create your own custom fields and fieldsets.
Add a field to multiple fieldsets.
Associate multiple fieldsets with a single Context Service object.
Associate the Cisco base fieldsets and your own custom fieldsets with the same Context Service object.
Add or remove fields from a fieldset without changing any of the objects that are associated with that fieldset.

Note

Each Context Service object must have at least one fieldset assigned to it.

For example, you could use different fields for an activity for incoming calls and an activity for Mobile App shopping:


Field Type	Activity for Incoming Calls	Activity for Mobile App Shopping
Cisco base fields	Context_Notes Context_POD_Activity_Link
Custom fields	IVR Menu Selected Caller Authenticated	Browsing Information Cart Items

Each individual Context Service data object is limited to 256 KB.

Table 17. Context Service Object Properties
Object Property	Customer	Request	Activity	Detail
id: Unique object identifier.	✓	✓	✓	✓
parentId: Unique identifier representing a parent Context Object.	N/A	N/A	✓ Optional property that links the activity with a request.	✓ Required property that links the detail with either a request or an activity.
customerId: Unique identifier representing a customer.	N/A	✓ Required property that links the request with a customer.	✓ Optional property that links the activity with a customer.	N/A
created: Object creation time stamp.	✓	✓	✓	✓
lastUpdated: Time stamp of when the object was last modified.	✓	✓	✓	✓
state: Indicates if the object is active or closed. For more information, see Object State in the Context Service SDK Guide.	✓	✓	✓	✓
contributors: Users or Machine accounts that created or updated an object.	✓	✓	✓	✓
mediaType: Indicates the type of media in activity. There are eight possible media types: Voice Video Chat Email Mobile Social Web Event	N/A	N/A	✓	N/A
fieldsets: The fieldsets assigned to the object. Object must have at least one fieldset assigned. Fieldsets define which fields apply to the object.	✓	✓	✓	✓
tags: List of tags for the activity.	N/A	N/A	✓	N/A

The object properties id, created, lastUpdated, contributors, and state are automatically populated when you create an object.

For a complete list of Cisco base fields and information on creating custom fields, see Fields and Fieldsets in the Context Service SDK Guide.

Which Data Should Be Stored in Context Service Objects?

Context Service provides a way for you to collect siloed information and creates breadcrumbs that allow you to follow a customer journey. You can design the data stored in the Context Service objects based on your business requirements and workflows. Before you decide about what data to store, consider these questions:

Which kind of data do you need to help you solve your specific use case?
Where is the information you need currently stored?
Who needs access the information to solve your specific use case?

Examine the journey that your customer follows. This helps to not only answer these questions, but also to find the best way of bringing the disparate pieces of information together. For example, the customer starts on online on a website and follows up with a phone call. Does your IVR or agent know about the previous website visit? Can your IVR identify a repeat caller and offer different options? Use these observations to identify application silos or organizational silos in the user journey. Identify the gaps in the information and build a Context Service data model to provide the breadcrumbs required to fill the gaps. For example, an online retail organization who wants to see if customers added items to their cart and did not buy them. The organization also wants to offer alternate suggestions based on the product customers are looking for. The object, an activity here, must have two fields. One that records the items in the customer's cart and one that lists all the products browsed. The data model design is also dynamic, that is, you can choose to add new fieldsets any time. The online retail organization decides after few months, that survey score information adds value. They can then add a survey score field to the design, without impacting existing Context data.

Context Service Data Privacy Model

Each field is defined by a data type and a security classification.

Context Service provides endpoint encryption so that sensitive data is not stored or transported in plain text. When you define a field, you specify how the field classifies data. You can classify data as:

Personally Identifiable Information (PII)—Information associated with an individual who contacts your support center. PII is stored and transported in an encrypted format and requires a key to access the data. With endpoint encryption, PII can only be decrypted at the client.
Non-PII Encrypted—Information that is not associated with an individual, but is considered confidential. Encrypted data is stored and transported in an encrypted format. Encrypted at endpoint, this data can only be decrypted at the client.
Unencrypted—Information that is not PII and is not confidential. Unencrypted data is stored as plain text, but transported over an encrypted layer (HTTPS).

For example, name, email, and phone-number are personally identifiable. Therefore, the default fields that hold these types of data classified as PII, and are endpoint encrypted. Rewards card balances may not be PII. You can store them as Unencrypted. Non-PII Encrypted fields may be fields such as "Context Title", the title of an activity.

Note

Context Service does not prevent you from entering PII or confidential information in unencrypted fields. Ensure that your data is stored in the appropriate field with the correct classification.

You can also define additional boundaries for your data by using lab mode and production mode. For more information, see Context Service Modes.

Context Service Modes

You can set the mode when you create the Context Service client connection or register with Context Service. The two modes are Lab and Production.

Lab mode: Use this mode to test, develop, and debug Context Service. Lab mode contains nonproduction data and allows you to delete objects and flush all data. You can continue to test and develop in the Lab mode after you deploy a version to Production mode. You cannot access data created in Production mode while in Lab mode.
Production mode: Use this mode when you deploy Context Service in your application. You cannot delete objects in this mode. Make sure you test Context Service using the Lab mode before you deploy the service in your application. You cannot access data created in Lab mode while in Production mode.

If multiple applications in your organization are using Context Service, make sure all the applications are using the same mode. Data created in one mode cannot be accessed in another mode.

Note

Context Service creates strict security boundaries between data created in Production and Lab modes by using separate accounts per workgroup per machine. This model enables you to isolate data between the two modes. When you register your application, both modes are enabled on the registered machine with the same connection data.

Default Fields and Fieldsets as Templates

Cisco provides a few base fields in base fieldsets as template. You can add more fields or fieldsets to a POD or Activity via a Unified CCX script. The model is to create custom fields, add them to a fieldset, and set the fieldset on the POD or Activity or Customer object. The table below reflects the cisco.ccx.pod, cisco.socialminer.pod, and cisco.base.pod, which are template fieldsets from Cisco.


Fieldset	Field	Data Type	Description
cisco.ccx.pod	Agent_ID	string	Unified CCX scripts use this for setting the ID of the agent to whom the call is routed so that it could be used for making routing decisions.
cisco.ccx.pod	CCX_CSQ	string	Unified CCX scripts use this for setting the CSQ where the call is sent to so that it could be used for making routing decisions.
cisco.socialminer.pod	SM_SocialContact_Author	string	This is required for SocialMiner to auto populate the information for integration.
cisco.socialminer.pod	SM_SocialContact_Subject	string	This is required for SocialMiner to auto populate the information for integration.
cisco.socialminer.pod	SM_SocialContact_Description	string	This is required for SocialMiner to auto populate the information for integration.
cisco.socialminer.pod	SM_SocialContact_RefURL	string	This is required for SocialMiner to auto populate the information for integration.
cisco.base.pod	Context_Notes	string	Finesse Context Service gadget adds this fieldset if not found since it is needed for the user interface.
cisco.base.pod	Context_POD_Source_Cust_Name	string	This is hidden in the gadget. This helps to keep track of the source field if different from the one associated with the customer object. This helps the gadget to pre-fill the customer portion of the user interface for an unknown caller.
cisco.base.pod	Context_POD_Source_Email	string	This is hidden in the gadget. This is a Tracking field for Auto Create. This helps the gadget to pre-fill the customer portion of the user interface for an unknown caller. This helps to keep track of the source field if different from the one associated with the customer object.
cisco.base.pod	Context_POD_Source_Phone	string	This is hidden in the gadget. This is a Tracking field for Auto Create. This helps the gadget to pre-fill the customer portion of the user interface for an unknown caller. This helps to keep track of the source field if different from the one associated with the customer object.
cisco.base.pod	Context_POD_Activity_Link	string	Finesse Context Service gadget adds this fieldset if not found since its needed for user interface.
cisco.base.rating	cccRatingPoints	string	This field helps to capture the chat rating in an Activity (POD) in Context Service.

The customers can be looked up based on the following fields in the cisco.base.customer fieldset.


Fieldset	Field	Data Type	Description
cisco.base.customer	Context_First_Name	string	First name of the contact.
cisco.base.customer	Context_Last_Name	string	Last name of the contact.
cisco.base.customer	Context_Street_Address_1	string	Street address of the contact.
cisco.base.customer	Context_Street_Address_2	string	Street address of the contact.
cisco.base.customer	Context_City	string	City name of the contact.
cisco.base.customer	Context_State	string	State name of the contact.
cisco.base.customer	Context_ZIP	string	Zip details of the contact.
cisco.base.customer	Context_Country	string	Country name of the contact.
cisco.base.customer	Context_Home_Phone	string	Home phone number of the contact.
cisco.base.customer	Context_Mobile_Phone	string	Mobile phone number of the contact.
cisco.base.customer	Context_Home_Email	string	Home email address of the contact.
cisco.base.customer	Context_Work_Email	string	Work email address of the contact.
cisco.base.customer	Context_Customer_External_ID	string	External identification details of the contact.

Context Service Prerequisites

Before setting up Context Service, install and configure your contact center solution and any components you are integrating with Context Service (Cisco Finesse and SocialMiner).

Context Service Network Connectivity Requirements

Context Service is a cloud-based service and requires that call center components using Context Service to be able to connect to the public Internet.

Context Service uses port 443 (HTTPS).

The following URLs must be whitelisted in your firewall so that your contact center components can connect to, and receive data from Context Service.

*.webex.com
*.wbx2.com
*.ciscoccservice.com

Note

Use wildcard URLs in your allowed list because Context Service is accessed through multiple subdomains. Context Service subdomain names can dynamically change.

If you register Context Service by enabling the proxy setting option, configure the browser proxy with the URL specified in the Context Service Management Gadget. Refer to the following links to configure the proxy settings for the related browsers.


Chrome	https://support.google.com/chrome/answer/96815?hl=en
Firefox	https://support.mozilla.org/en-US/kb/advanced-panel-settings-in-firefox
Internet Explorer	https://windows.microsoft.com/en-in/windows/change-internet-explorer-proxy-server-settings#1TC=windows-10

Enable Context Service for Your Organization

Context Service enables you to store and access customer interaction data in the cloud, creating a flexible and seamless omnichannel customer journey experience. To use Context Service:

Work with your Cisco account partner to enable Context Service for your organization.
Register Context Service for your organization to use with your contact center application.
Connect your contact center application to Context Service.

Note

You need Java Runtime Environment (JRE) version to 1.8.0_151 or later to use Context Service.

Create a Customer Organization and Enable Context Service

Your Cisco account partner can provide Context Service entitlement to your Cisco Webex Control Hub account.

This example shows how a partner adds a Context Service subscription to a customer organization. The example assumes that:

The partner is a full administrator or sales administrator and can add trials.
The Cisco Webex Control Hub account or the organization and accounts associated with the organization have been created.

Example: Add a Trial Service

Context Service is not tied to the trial services, and does not expire when the trial period is complete.

Log in with your partner credentials to the Cisco Webex Control Hub.
Click Start Trial on the Overview page. The Start New Trial window opens.

Enter details about the trial:

Customer Information: Enter the name of the customer company and an email for the administrator.
Trial Services: Select the trials to add to this customer. To enable Context, select Message.
Licenses Quantity: Specify the number of licenses required for this customer trial. This number is usually the number of users who use this service. This option applies only to the Trial Services. Context Service is not bound by the number of licenses specified here.

Trial duration Specify the duration the trial lasts before you must purchase the service. This option applies only to the Trial Services and not Context Service.

Note

Context Service entitlement does not expire when the specified trial period ends. The organization can continue to use Context Service beyond the date of the specified Trial Duration.

Note

You cannot change the customer name and administrator email after you create the trial. You can modify the other terms of the trial as needed.

Make sure that the email you provide is not already associated with a Cisco Webex Control Hub account.

Scroll down to the Non Trial Services section and select Enable Context Service for Cisco Unified Contact Center.
Click Next.
A message is displayed that asks if you want to set up the services for the customer. Click No.

You now have provided Context Service entitlement to the organization. The customer now receives a welcome email at the specified email address with the subject line Welcome to Cisco Spark Service.

The customer must click Get Started in the email and sign in to Cisco Webex Control Hub to begin their trial. The customer uses the credentials in the email to sign in and is prompted to create a password.

Your Cisco Context Service is ready. To use the service, connect to Cisco Contact Center with Context Service Enabled. See Register Context Service for more information.

Register and Configure Context Service

Registering applications with Context Service is easy if your Cisco Webex Control Hub account has been entitled for Context Service.

For Cisco Context Center on-premise applications, simply use the built-in registration process. A browser window displays and prompts you to log in to Cisco Webex Control Hub. Log in and follow the on-screen instructions to authorize the application to connect to Context Service.

Use the Context Service Management gadget to register Unified CCX with the Context Service.

Before you begin

Ensure that your web browser allows popups.

When your organization is entitled for Cisco Context Service, you must have received an email requesting a sign-in and a password change. Sign in using the registration email, and change the password. Now your organization is entitled to use Context Service.

If the browser requires a proxy to connect to internet, configure the browser to use proxy. See the browser documentation about configuring proxy.

Procedure

Step 1

Verify the Context Service parameters as specified on the System Parameters Configuration Web Page. If Unified CCX server has to access Context Service via HTTP proxy, configure the proxy parameters and select proxy type as HTTP .

Step 2

If you are not already signed in, sign in to the Cisco Finesse Administration console.

Step 3

To register Unified CCX with the Context Service, in the Context Service Management gadget, click Register. For more information about Context Service registration, see https://help.webex.com/community/context-service.

Note

If the Unified CCX FQDN is not added as an exception in the blocked popup window settings of the browser, the opened registration and deregistration popup windows do not close automatically. You must manually close the popup windows.

Step 4

You are prompted to log in and enter your Cisco Webex Control Hub admin credentials to complete the registration.

Note

If you encounter any issues with the Context Service connectivity and would want to reregister or troubleshoot the issue, click Deregister.

During the Registration process, at any time if you wish to cancel the registration, click Cancel. If registration fails or context service cannot be reached, you can reregister by clicking the Register button.

In case of Context Service failures, you will receive RTMT alerts.

Note

If using Firefox, enable the dom.allow_scripts_to_close_windows config to ensure that any additional tabs opened for context service registration close as expected. To do this:

Enter about:config in the Firefox browser.
Click I accept the risk.
Search for dom.allow_scripts_to_close_windows config.
Double click to change the value field to True.
Restart your browser.

What to do next

If context service registration is done by enabling the proxy setting option, configure the browser proxy with the URL specified in the Context Service Management gadget.

Solution Serviceability

This section details the various serviceability requirements that are available for this feature. This involves the logs, alerts, and Context Service Status page that are available for the Context Service feature that can be used for any troubleshooting-related purposes.

Logs

The Cisco Unified CCX components such as Finesse, SocialMiner, and Unified CCX monitor their individual connectivity with Context Service and log the statistics info for every component. These logs are helpful for troubleshooting purposes. The logs of the following components can be located at:

Unified CCX- MIVR Logs
Fusion Management Connector - /opt/cisco/ccbu/logs/fusion-mgmt-connector directory
Cisco Finesse - /opt/cisco/desktop/logs/finesse-auth
Cisco SocialMiner - /opt/cisco/mmca/logs/runtime

Alerts

Unified CCX generates alert messages to notify the administrator when a predefined condition is met. The system sends alerts as email or displays alerts as a popup message on Real Time Monitoring Tool (RTMT). The following are some of the scenarios when the system send alerts with preconfigured messages:

When an activated service fails to start.
When the connection with Context Service fails.
When the SocialMiner fails to connect to Context Service.
When there is an issue in the execution of the Context Service Steps.

Context Service Status

The Context Service Status web page from the Tools menu in the Cisco Unified CCX Serviceability displays the status of Context Service for all the listed components of the Unified CCX solution.

The Context Service parameters for all the components like, Finesse, SocialMiner, Unified CCX, and Fusion Management Connector (FMC) are displayed.

The following parameters are displayed with their respective values for a particular Component:Host Name.

Table 18. Context Service Parameters

Parameter Name

Description

State

The state of the component is displayed. The state can be, Registered or Not Registered or Unknown or Stopped for Context Service.

Status

The status of the component is displayed. The status can be, Online or Offline or Unknown or No Connectivity or Ready to Register.

Mode

This displays whether the component is connected to the Context Service in Lab mode or in Production mode.

Note

This parameter is not applicable for Fusion Management Connector.

Last Fetched At

The time stamp when the last connectivity status is identified.

Action

This provides an option, Initialize, to reinitialize the Context Service connector of Unified CCX component that is in Stopped state.

Static SDK Version

The static SDK library version used by the component to connect to the Context Service is displayed.

Extension SDK Version

The dynamic SDK library version used by the component to connect to the Context Service is displayed.

Proxy

This displays the HTTP proxy configured in Unified CCX for the connectivity to Context Service.

The possible scenarios for the parameter values are:

When the state of the component is Registered the status can be Online, Offline, or No Connectivity.
When the state of the component is Not Registered the status can be Offline, Ready to Register, or No Connectivity.
When the state of the component is Unknown the status also is Unknown.

Note

When the status is Online it indicates that the connectivity of the component with Context Service is successful.

When the status is Offline it indicates that one or more critical services of Context Service is not working or there is an issue with network connectivity.

For troubleshooting purpose, you may click Export to download the data required for troubleshooting that can be shared with Cisco Support.

Single Sign-On

Single sign-on (SSO) is an authentication process that allows users to sign in to one application and then securely access other authorized applications without needing to resupply user credentials. SSO permits Cisco supervisors or agents to sign on only once with a username and password to gain access to all of their Cisco browser-based applications and services within a single browser instance. By using SSO, Cisco administrators can manage all users from a common directory and enforce password policies for all users consistently.

Note

SSO is an optional feature.
The implementation requires you to use the HTTPS protocol only to access all the web applications. The HTTP access to web applications is not supported when the SSO is enabled.
Use Fully Qualified Domain Names and not IP addresses to access the web applications.

SAML 2.0 Authentication

SSO uses Security Assertion Markup Language (SAML) to exchange authentication details between an Identity Provider (IdP) and a service provider. The identity provider authenticates user credentials and issues SAML assertions, which are pieces of security information transferred from the identity provider to the service provider for user authentication. Each assertion is an XML document that contains trusted statements about a subject including, for example, username and privileges. SAML assertions are usually digitally signed to ensure their authenticity.

A generic SAML authentication flow consists of:

Client - A browser-based user client used to access a service.
Service Provider - An application or service the user tries accessing.
Identity Provider - An entity performing the user authentication.

The identity provider keeps actual credentials and authentication mechanism hidden. Based on the authentication process result, the identity provider issues SAML assertions.

Cisco Identity Service (IdS)

Authentication is managed for the contact center solution by the Cisco Identity Service (Cisco IdS). When an SSO-enabled user signs in, the Cisco IdS interacts first with the customer's Identity Provider (IdP) to authenticate the user. The IdP stores user profiles and provides authentication services to support SSO sign-ins. When the user is authenticated, the Cisco IdS exchanges information with the Cisco service the user is attempting to access to confirm that the user is authorized for the role they are requesting. When the user is both authenticated and authorized, the IdS issues an access token that allows the user to access the application. When the access is established during a particular session, the user can switch among contact center solution applications without presenting credentials again.

Authentication and Authorization Flow

The complete authentication and authorization flow has been simplified as:

When you access an application with protected resources, the application will redirect you to the Cisco Identity Service for authentication. Cisco Identity Service leverages SAML and generates a SAMLRequest and redirects the browser to the Identity Provider.
The browser authenticates directly against the Identity Provider. Applications are not involved in the authentication process and have no access to user credentials.
The OAuth flow accesses the resource with a token which is then validated.
Cisco Identity Service sends an authentication request through the browser to the identity provider.
The user enters the login credentials to the identity provider for authentication. After the assertion is successful and the user attributes are read it will redirect to the original application that was accessed. Cisco Identity Service accompanied by an assertion that confirms successful authentication and includes user information and access rights for the web application.

Figure 16. Authentication and Authorization Flow

Accessibility

The Finesse desktop supports features that improve accessibility for low-vision and vision-impaired users. The following table shows how to navigate the Finesse desktop using the accessibility features.

Note

Finesse supports these features only with Internet Explorer 11.0 and only on the agent desktop, not the supervisor desktop.


Desktop Element	To Perform the Following Actions	Use the Following Keys
Address Bar	Move between the address bar and the frames (in Internet Explorer only)	F6
Sign-in Page
Language Selector Drop-Down	Access the drop-down	Tab and Shift-Tab from the ID field
	Open the drop-down	Alt-Down Arrow or Enter
	Scroll the drop-down	Up and Down Arrows
	Select a language	Enter
	Hide the drop-down	Esc
Mobile Agent Help Tooltips	Access and display a tooltip	Tab and Shift-Tab
Mobile Agent Help Tooltips	Hide a tooltip	Esc
Call Control Gadget
Call Control Gadget Navigation	Access the call control gadget, phone book, and keypad	Tab and Shift-Tab
Call Control Gadget Navigation	Open and close the call control gadget	Enter
Phone book	Navigate the phone book contact entries	Arrow keys
Keypad	Navigate the keypad number buttons	Tab
Keypad	Make a new call	Press Enter in the number display field OR Navigate to the Call button and press Enter
Wrap-Up Reason Drop-Down	Access the drop-down	Tab and Shift-Tab
	Open the drop-down	Alt-Down arrow
	Scroll the list of wrap-up reasons	Up and Down Arrows
	Select a wrap-up reason	Enter
	Close the drop-down	Esc
Callback Dialog Box and Reclassify Dialog Box (Outbound Calls)	Access the Callback and Reclassify buttons	Tab and Shift-Tab
	Open the Callback and Reclassify dialog boxes	Enter (on the respective buttons)
	Close dialog boxes	Press Esc OR Navigate away from the dialog boxes using Tab or Shift-Tab
Reclassify Dialog Box	Navigate the elements	Tab, Shift-Tab, Up and Down Arrows
	Select an option	Enter
	Close the Reclassify dialog box	Esc
Callback Date and Time Calendar	Navigate to and from the Calendar	Tab and Shift-Tab
	Navigate within the Calendar	Arrows
	Select a Calendar date	Enter
	Move to the first or last days of a month	Home and End
	Close the pop-up	Esc
Callback Date and Time Controls	Navigate the elements	Tab and Shift-Tab
	Increase and decrease the Hour and Minute values	Up and Down Arrows
	Toggle the AM/PM button	Enter
	Close the pop-up	Esc
Desktop
Send Error Report Tooltip	Access and display a tooltip	Tab and Shift-Tab
Send Error Report Tooltip	Hide a tooltip	Esc
Third-Party Gadget
Maximize Icon	Access the maximize icon	Tab and Shift-Tab
Maximize Icon	Maximize and restore a third-party gadget	Enter

Screen Reader Support

Cisco Finesse also supports JAWS screen reading software for the following elements:

Page or gadget

Element

Notes

Sign-in Page

Mobile agent help icon

The screen reader reads descriptive text for the help icon.

Invalid Sign in error

When a sign-in error occurs due to invalid password or username, the screen reader reads the error.

Note

In Internet Explorer, the message is read 1 to 3 times.

Queue Statistics gadget

Title

The screen reader reads the gadget title (Queue Statistics).

Call Control Gadget

Phone Book

The screen reader reads the contents of the phone book.

Note

The screen reader is not able to read the summary of this table by using CTRL+INSERT+T. As a workaround, use the heading key instead.
The phone book does not support use of CTRL+ALT+RIGHT/LEFT/UP/DOWN arrow keys to move between cells in the table.
The screen reader does not read the heading of each column in IE11.

Keypad

The screen reader reads the number of the keypad and the letters that go with it (ABC, DEF, and so on).

Note

In the table summary, if you select the table, the screen reader reads the summary of the table, which is Keypad.
If you press Enter on a Keypad button with JAWS enabled, the digits are not entered or displayed in the edit box on top of the Keypad.
If you use Ctrl+Alt+Right, Left, Up, and Down arrow keys to move between the cells, extra buttons are read on the Keypad.

Call row errors

The screen reader reads the call row error messages.

Agent Desktop

Headings

The screen reader reads all the headings on the Agent Desktop (HTML elements <h1> to <h6]>).

Failover Banner

During failover, the screen reader reads the statement from the red banner. When the Failover is complete, the screen reader reads the statement from the green banner.

State Change text

Whenever the agent state changes, the screen reader reads the new state.

Desktop

Send clients logs help icon

The screen reader reads descriptive text for the help icon.

Solution Design Guide for Cisco Unified Contact Center Express, Release 11.5(1)

Bias-Free Language

Results

Chapter: Contact Center Express Solutions Overview

Contact Center Express Solutions Overview

Overview

Unified CCX Components

Packaging and Licensing Scheme

Licensing for Cisco Unified Contact Center Express

Desktops

Cisco Finesse Agent Desktop Features

Cisco Finesse IP Phone Agent Features

Cisco Finesse Supervisor Desktop Features

Inbound Voice

IVR Ports

Inbound Voice Packaged Components

Automatic Call Distribution

Interactive Voice Response

Multiline Support

Outbound Voice

Direct Preview Outbound

Outbound Progressive and Predictive Dialer

Web Chat

Web Chat Components

Finesse Gadgets

Chat Live Data and Historical Reports

Web Chat Features

Agent Email

Agent Email Components

Email Reports

Agent Email Features

Reporting

Cisco Finesse Recording

Quality Management and Compliance Recording

Workforce Management

Features

Inbound Voice

Codec Support

Unified CCX Outbound Dialer

High Level Components

Functional Description

Outbound Preview

Outbound IVR and Agent

Scalability

Call Flow Description

Direct Preview Mode

IVR Mode

Agent Mode

Deployment Guidelines

Unified CCX Web Chat

Deployment Scenario 1: Customer Web Site in Demilitarized Zone (DMZ)

Deployment Scenario 2: Customer Web Site in Public Cloud or Domain

Unified CCX Finesse Agent Email

Home Agent with Extend and Connect

Definitions

Introduction

Feature Availability by License Package

Persistent Connection Call

Signaling Flow

Agent and Device Configuration

Call by Call Mode

Deployment Guidelines

Remote Agent Over Broadband

Expressway Support

Reporting

Unified Intelligence Center

Unified Intelligence Center Historical Reports

Unified Intelligence Center Live Data Reports

Finesse Reports

Wallboards

Configuration APIs

Remote Expert Mobile

Post Call Treatment

Caller ID Support

E.164 Support

Context Service

Overview

Customer Experience

Experience for Customer Interaction Without Context Service

Context Service Overview