Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5(1) SU1
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
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
Customer Collaboration Platform forum activity monitoring and follow-up using
Customer Collaboration Platform are enabled by premium agent license.
The following diagram depicts the components of Unified CCX:
Unified CCX
Licensing
Licensing for Cisco Unified Contact Center Express
Unified CCX is available in the following different packages: Enhanced, and Premium. The 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:
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 feature availability is based on the type of license for Cisco Unified Contact Center Express. Unified CCX Licenses are
concurrent and the Workforce Management licenses are named-user licenses.
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.
Note
Existing Unified CCX customers with Named licenses have to remain on Classic Licensing as Named Licenses are not supported
in Smart Licensing. However, you can move Unified CCX licenses to Smart Licensing and existing Cisco Named licenses to Cisco
SolutionsPlus. For more information, contact Cisco Support.
Unified CCX gives an option to either remain on Classic Licensing or move to Smart Licensing. This option is available ONLY
for the existing Unified CCX customers on older version and upgrading to version 12.5.
Unified CCX has enabled Smart Licensing that helps you to procure, deploy, and manage licenses easily, and report license
consumption. It pools the license entitlements in a single account and allows you to move licenses freely across virtual accounts.
Smart Licensing is enabled across Cisco products and is managed by Cisco Smart Software Manager (Cisco SSM) or Cisco Smart Software Manager On-Prem (Cisco SSM On-Prem). Smart Licensing registers the product instance, reports license usage, and obtains the necessary authorization from Cisco SSM or Cisco SSM On-Prem. For more information, see Cisco Unified Contact Center Express Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html.
Smart Licensing allows you to use more licenses than you have purchased. However, if you want to limit the license usage to
the purchased quantity or less, use License Control. With License Control, you can disable Overage Allowance option to restrict the number of agents and ports that can be used in Unified CCX. For different license types, appropriate
fields will be displayed for you to restrict the usage of licenses and ports. For more information about license restrictions
in different license types, see the Overview section of Smart Licensing chapter in Cisco Unified Contact Center Express Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html.
Note
When you over-consume the licenses, the product instance will be moved to out-of-compliance and later to enforcement mode,
which eventually enforce you to buy more licenses.
License Control is not available with Not For Resale (NFR) and Non Production Systems (NPS) licenses.
Overage Allowance is enabled by default. It can be edited while registering and re-registering the product instance, and when the product instance
is in registered state.
Specific License Reservation is a feature that is used in highly secure networks. It provides a method to deploy a software license on a system (product
instance - Unified CCX), which does not share the license utilization data with Cisco SSM regularly due to organization policies. You can reserve licenses (including add-on licenses) for your product instance on
Cisco SSM. To enable Specific License Reservation, you must use Unified CCX CLI. For more information about Specific License Reservation feature, see the Specific License Reservation section in Cisco Unified Contact Center Express Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html.
Note
When Specific License Reservation is enabled, License Control option is not available.
Specific License Reservation is not available with HCS-Flex, Not For Resale (NFR), and Non Production Systems (NPS) licenses.
Table 1. Cisco Unified Contact Center Express Perpetual Licensing
Feature
CCX Premium
CCX Enhanced
Optional
Inbound Voice
Yes
Yes
No
Blended Preview Outbound Dialer
Yes
No
No
Predictive and Progressive Outbound Dialer
Yes
No
Yes
Outbound IVR
Yes
No
Yes
Agent E-Mail
Yes
No
No
Web Chat
Yes
No
No
Inbound Voice High-Availability Option
Yes
Yes
Yes
Outbound Voice
Yes
No
No
Database Integration
Yes
No
No
Webex WFO: Call Recording
Yes
Yes
Yes
Webex WFO: Quality Management
Yes
Yes
Yes
Webex WFO: Workforce Management
Yes
Yes
Yes
Finesse Agent and Supervisor Desktop
Yes
Yes
No
Finesse IP Phone Agent
Yes
Yes
No
Standalone CUIC
Yes
No
No
Cisco Customer Collaboration Platform
Yes
No
No
Features
Agent
Interfaces
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.
The following Cisco Finesse agent interface services are available
with Unified CCX:
Agent Interfaces
Cisco Finesse Agent and Supervisor desktops
Cisco Finesse IP Phone Agent
Cisco Finesse administrator console
Cisco Finesse Agent Desktop Features
Cisco Finesse provides Cisco Finesse
agent desktop and IP Phone Agent (IPPA) for agent use. The following table describes
the Cisco Finesse Agent Desktop features that are available in Unified CCX.
Table 2. Cisco Finesse Agent Desktop Features Available in Unified CCX
Feature
Agent State Control. From the agent desktop, agents log
in, log out, and make themselves ready and not ready.
Call Control. From the agent desktop, agents can answer,
release, hold, retrieve, conference, consult, and direct
transfer the calls.
Dynamic Regrouping. Change of agent association with a
resource group is applied immediately.
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.
Reason. Agents can select reason for Not Ready and Logout
that are configured by the administrator.
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:
Unified CCX monitors and reports on activities of the first four
configured lines on a phone, including non-ACD lines.
Agents are associated with a specific Cisco Unified
Communications Manager extension (directory number).
Agents' primary and secondary extensions can be shared with multiple devices. When an extension is shared with multiple devices,
agents must ensure that they use the device that was selected while logging on to Finesse desktop (active device).
When an agent is busy on the secondary Non-ACD line, the agent
state is changed to Not Ready, if it is configured by
Administrator. Agent can also make a call from the Ready state.
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.
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 in Cisco Finesse 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.
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.
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.
Automatic Failover. Upon failure of the active Unified CCX
server, Finesse will automatically log agents back in, 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 can be viewed in the report that a failover occurred.
Wrap-Up Reasons. The Wrap-Up Reason selection is available
to the agent.
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.
Web Chat . The web chat with premium provides the
facility for customers to initiate a chat session with the
agent.
Workforce Optimization. Webex 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 Webex WFO suite provides two solutions: Workforce
Management (WFM) and Call Recording and Quality Management (QM).
Note
Existing Unified CCX customers with WFO licenses will have to remain on classic licensing as WFO licenses are not supported
in Smart Licensing. However, you can move Unified CCX licenses to Smart Licensing and existing Cisco WFO licenses to Cisco
SolutionsPlus. For more information, contact Cisco Support.
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.
Desktop Chat. Agents can initiate a chat session with
other users in the contact center using the Desktop Chat gadget.
A Cisco Instant Messaging and Presence (IM&P) server must be
deployed for this feature. Users must log in to the Desktop Chat
gadget and can initiate a chat with any user logged in to the
IM&P either from the Desktop Chat gadget or from a desktop
client like Jabber. The Single Sign-On is not supported with the
Finesse Desktop Chat gadget.
The minimum supported version of Cisco IM&P and Unified CM
for Desktop Chat is 12.5.
Team Message. Teams can view the messages sent by their
respective supervisors and take necessary action.
Cisco Finesse IP
Phone Agent Features
The
following table describes the Finesse IP Phone Agent (FIPPA) features that are
available in Cisco Unified CCX.
Table 3. FIPPA Features
Available in Cisco Unified CCX
Feature
Agent
State Control. From the FIPPA XML application, agents log in, log out, and
make themselves ready or not ready.
Call
Control. The Cisco Unified IP Phone provides call control.
Queue
Statistics. Agents can view the number of calls waiting in the queue and
the longest call waiting in the queue.
Dynamic
Regrouping. Change of agent association with a resource group is applied
immediately.
Reason. Agents can be configured to select reasons for Not
Ready and Logout.
Basic
CTI. FIPPA allows for call data to be popped onto the IP Phone display upon
call ringing.
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.
Note
Finesse IP Phone
Agent (FIPPA) is not supported for Blended (inbound and outbound) users and
users configured for Outbound only.
Cisco Finesse Supervisor Desktop Features
The following table lists the Cisco Finesse Supervisor Desktop features that are available in Cisco Unified CCX.
Table 4. Cisco Finesse Supervisor Desktop Features Available in Cisco Unified CCX
Feature
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.
Live Data Gadgets. Supervisors can view statistics of all agents and queues that are associated with their team.
Silent Monitoring. Supervisors can silently monitor agent calls and manual outbound calls made by the agent. 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.
When an agent makes a manual outbound call from Not Ready state on the ACD line, the silent monitoring button on the team
performance gadget will show enabled on the supervisor desktop. Supervisor can silent monitor the agent's call, however, the
supervisor cannot change the state of the agent to Ready or Not Ready.
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.
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.
Automatic Failover and Re-login. Upon Cisco Unified CCX Engine failover, Finesse automatically fails over to the secondary Unified CCX Engine. The supervisor
is logged in again and set to "Not Ready" state, but the call will continue to progress.
Advanced Capabilities. Supervisors who have been assigned advanced capabilities can manage queues, prompts, applications, calendars, and outbound
campaigns.
Desktop Chat. Supervisors can initiate a chat session with other users in the contact center using the Desktop Chat gadget. A Cisco Instant
Messaging and Presence (IM&P) server must be deployed for this fetaure. Users must login to the Desktop Chat gadget and can
initiate a chat with any user logged in to the IM&P either from the Desktop Chat gadget or from a desktop client like Jabber.
The Single Sign-On is not supported with the Finesse Desktop Chat gadget.
The minimum supported version of Cisco IM&P and Unified CM for Desktop Chat is 12.5.
Team Message. Supervisors can broadcast messages to their teams.
Agent Device Selection
Administrators can enable or disable the Agent Device Selection feature. This feature allows agents to select a preferred device while logging on to Finesse desktop.
Agents' primary and secondary extensions can be shared with multiple devices. When an extension is shared with multiple devices,
agents must ensure that they use the device that was selected while logging on to Finesse desktop (active device).
If the call is answered from non-active device, subsequent third party call control such as consult call, consult transfer,
conference, and so on will not work properly.
Auto Answer
Administrators can configure Auto Answer for a team. For all the agents for whom this feature is configured, a call to their
IPCC extension is Auto Answered, if they are in Ready state in the Finesse desktop. The calls to non-IPCC extensions are not
Auto Answered by Unified CCX. If agents' IPCC extensions are shared across multiple devices, it is recommended not to use
Unified CM Auto Answer, instead use Unified CCX Auto Answer.
Inbound
Voice
Cisco Unified CCX
Enhanced and Premium 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 features:
Table 5. Inbound Voice Licensed Features
Feature
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).
Concurrent inbound voice seat with Finesse Desktop
Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license.
Basic Prompt and Collect IVR port
Advanced IVR port
High Availability (HA) option
HA provides licensing for mirrored, warm standby server software.
The following
table lists the inbound voice features:
Table 6. Inbound Voice Features
Feature
System Features
Inbound voice redundancy support
Maximum number of ACD lines per agent is one (1).
Maximum number of secondary lines with Finesse is three (3).
Call conferencing
Agent inter-dialing support
Direct-outward-dialing (DOD) support
Inbound Voice Seats
Maximum number of configurable inbound agents supported is 2000.
Maximum number of active inbound agents supported (including supervisor seats) is 400.
Maximum number of inbound supervisor positions supported is 42.
Inbound seat license type is Concurrent user type.
Integrated ACD Features with Server Software
Custom scripting with Cisco Unified Contact Center Express Drag and Drop Editor
Maximum number of agent groups supported is 150.
Maximum number of agents per team is 50.
Automatic Number Identification (ANI) support
Dialed Number Identification Service (DNIS) support
Route on Skill
Route on Skill competency
Conditional routing (time of day, day of week, and custom variables)
Custom routing based on data from database access (for example, data-directed priority routing)
Dynamic priority queuing
Maximum number of definable skill groups is 150.
Maximum number of skills per agent is 50.
Recording
Workflow-based recording with Cisco Finesse is available with Webex WFO license.
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 201st 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 a Unified CCX package.
Table 7. ACD Features Available in a Unified CCX Package
Feature
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.
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.
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.
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.
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.
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
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.
Dynamic Re-skilling by Administrator or Supervisor. Changes to CSQ skills and competencies and agent skills and competencies are applied immediately.
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.
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.)
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.
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.
Wrap-Up Reasons. Agents may select Wrap-Up Reasons configured by the administrator.
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
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
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
Optional with HA license
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:
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 VoiceXML 2.0 Support
Unified CCX supports executing application logic developed with the VoiceXML (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. For
the complete list of supported VXML tags and attributes, see Cisco Unified Contact Center Express Getting Started with Scripts.
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
Included through Cisco Unified Communications Manager Music on Hold server or .wav file
Included through Cisco Unified Communications Manager Music on Hold server or .wav file
Play messages to callers: Prompts
Included through .wav file
Included through .wav file
Included through .wav file
Play messages to callers: Combine prompts, music, and messages
Included and fully customizable
Included and fully customizable
Included and fully customizable
Capture and process caller DTMF input
Included
Included
Included
Automated-Attendant support
Included and fully customizable
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
Included
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 IVR Features Available with a Premium Package
Feature
Premium
System Features
Hardware configuration
IVR Outbound Dialer is deployed co-loaded on the same virtual machine (VM) as the inbound voice server. CPA is performed
on the compatible external voice gateway.
Outbound IVR Ports
Maximum number of Outbound IVR ports supported
150
Outbound IVR Port license type
Concurrent
Outbound IVR Features
Maximum number of active outbound campaigns
15
Maximum number of active contacts per outbound campaign
Note
Import contacts in chunks of 10,000 at a time.
100 thousand
Ability to automatically detect voice answer, answering machine, fax/modem, busy and invalid numbers
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. Unified CCX monitors first four configured lines. 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 going Off-hook on the Non-ACD line will make the agent
to Not Ready State if it is configured by the Administrator.
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.
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 with Cisco Agent Desktop:
Unified CCX
Outbound Preview Dialer
Unified CCX
Outbound IVR Dialer
Unified CCX
Outbound Preview Dialer allows Outbound agents to participate in outbound
campaigns in addition to handling inbound calls. This feature selects those
agents who are not busy with inbound calls to handle outbound calls, which
maintains a high level of agent productivity.
Unified
CCX Outbound IVR Dialer 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 that are answered by a customer and answering machine contact are
transferred to a CTI route point to be serviced by an associated IVR
application. 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.
Note
Outbound
dialer is not available with Cisco Finesse.
High Level
Components
This
figure and the following table describe the components deployed in Cisco
Unified CCX for Outbound:
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 typically four
types of dialing modes in outbound ACDs: preview, 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).
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 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 10. Direct Outbound Preview Features Available for Unified CCX Premium
Package
Feature
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: 15
Integrated CTI and Screen Pop Features with Cisco Unified
Contact Center Express Seat License
Populates customer's name, account number, and phone number
dialed
Cisco Finesse Features for Agent with Cisco Unified
Contact Center Express Seat License
Workflow-based recording
Ability for supervisor to use Silent Monitor, Barge-In, and
Intercept
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.
Cisco Finesse Features for Supervisor with Cisco Unified Contact Center Express Seat License
Live Data Gadgets Silent Monitor: Listen in on an agent's call
Barge-In: Join in on an agent's conversation
Intercept: Take a call from an agent
Record: Optional with Webex WFO, or WFO Solutions Plus
Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License
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.
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.
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 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 11. Outbound
Progressive and Predictive Dialer Availability with Premium Package and an
Additional Outbound License
Feature
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: 10
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
See the
Cisco Unified Contact Center Express Reporting Guide at:
Campaign
Management: Administrators can create and configure campaigns using Unified CCX
Administration web interface and REST APIs
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.
Note
You can use the IVR campaign only with service providers that work with TDM, because such gateways support CPA capability,
which is an IVR feature. Gateways using SIP or H323 trunks does not support CPA; the IVR campaign does not work with these
service providers.
The following table describes the Outbound IVR features that are
available with a premium package and separate Outbound IVR license which
provides both predictive and progressive.
Scalability
Outbound Preview
supports different capacities and limits when compared to inbound agents.
For outbound IVR,
the number of active outbound IVR ports is limited by the maximum number of
outbound IVR ports that are supported for a given platform. In addition, the
sum of the active IVR ports in use for inbound and outbound cannot exceed the
maximum number of IVR ports that are supported for the platform.
Because
IVR for inbound and outbound contend 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 the above 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 100 thousand 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 Chat
The different types of chat media channels available in Unified CCX are:
Web Chat
Unified CCX agents can service customer chat requests using the Web Chat gadget in Cisco Finesse. Customers can initiate a
chat session from the organization website. The chat web form is hosted on the organization website that enables the customers
to initiate a chat.
Chat - Facebook Messenger Integration
Unified CCX agents can service Facebook Messenger chat requests from Facebook users. Customers can initiate a chat session
from their Facebook account through Messenger. The business entity must have a Facebook page of its own with Messenger enabled.
For more details on configuration see, Cisco Unified Contact Center Express Administration and Operations Guide.
Deployment Scenario 1: Customer Web Site in Demilitarized Zone (DMZ)
The Cisco Unified CCX is deployed inside the enterprise firewall and
Customer Collaboration Platform is deployed inside company premises in the DMZ along with the customer website. The DMZ is open to all HTTPS traffic from the Internet. For Unified CCX Web Chat deployment to work, allow bidirectional HTTPS traffic between End User
and Customer Collaboration Platform. Upload Customer Collaboration Platform certificate to the Unified CCX Tomcat trust store. Allow bidirectional HTTPS and XMPP traffic between
Customer Collaboration Platform in the DMZ and Unified CCX on ports HTTPS (443) and XMPP (5222). Allow bidirectional BOSH traffic between CCP and the agent on port BOSH (7443). Allow unidirectional HTTPS traffic inward from Internet to
Customer Collaboration Platform Chat Gateway webhook interface (10443). For more information on the ports utilized, see the Port Utilization in Customer Collaboration Platform 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 HTTPS and BOSH ports irrespective of where
Customer Collaboration Platform is deployed.
Deployment Scenario 2: 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
Customer Collaboration Platform.
Note
Customer Collaboration Platform 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 between
Customer Collaboration Platform and Unified CCX.
Unified CCX Chat Features
The following table describes the chat features that are available in premium package.
Table 12. Chat Features Available in Premium Package
Feature
Auto chat reject. If no agent is available, the chat request is rejected.
Chat Timeouts. Session timeouts for chat inactivity and maximum wait period.
Toaster Notification. When the Cisco Finesse Desktop session is inactive, the agent receives a toaster notification for a new chat.
Multiple Chat Sessions. Administrators can configure up to a maximum of five concurrent chat sessions per agent.
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.
Multiple skills per chat agent. Multiple skills can be assigned to agents handling chat.
Blended voice, chat, and email agents. Agents can be configured for blended voice, chat, and email.
Offer voice calls when on chat. Agents can be offered voice calls when on voice chat.
Offer chat when on voice calls. Agents can be offered chat when on voice calls.
Wrap-Up Reasons. Agent can apply a maximum of five (5) Wrap-Up Reasons to the chats.
Group Chat. Agent can involve another agent in an ongoing chat session to support the customer.
Dedicated chat agents. Agents can be configured to handle only chat.
Separate voice and non-voice state model . Ability to set the Agent State for Voice, Email and Chat.
Chat Routing. Supports Agent skill and competency-based routing.
Longest available
Most skilled
Agent skill based routing
Dynamic reskilling. Changes to CSQ skills and competencies and agent skills and competencies are applied immediately.
Conditional routing. Chat is queued to the appropriate CSQ based on the problem statement selected by the customer.
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.
High Availability (HA) failover. With Unified CCX in HA, failure of the active server can be detected and the nonvoice subsystem can automatically fail over
from the active to the standby server. However,
Customer Collaboration Platform is not supported in HA.
Plain text. Only plaintext chat and predefined responses are supported.
Live Data and Historical Reports.
See the Cisco Unified Contact Center Express Reporting Guide available at:
Supervisor Reports. Team report for CSQ and agents. Agent statistics and CSQ statistics for chat.
Group Chat
The group chat
feature is used when the agent would like to involve another agent in an
ongoing chat session to support the customer. This can be used for seeking
further information or support for the ongoing chat. A group chat enables an
agent to:
Send a chat
invite to an available agent of the selected CSQ.
Enter the
summary of the ongoing chat for the other agent. This helps the agent to
understand the background of the ongoing chat.
Accept or
decline the incoming group chat invitation.
Few reporting
considerations for the Group Chat feature are:
The Historical
reports,
Chat Agent
Details Report and
Chat Agent
Summary Report reflect the chat session information handled by the agents
only after the contact is ended.
In Chat Agent
Details Historical report (in the case of group chat):
Chat
Routed CSQ column will show the name of the csq to which the chat contact
was initially injected to the agents.
Chat
Type column will show as 'group chat' for the agents whoever is involved in
a group chat.
Contacts
Abandoned count will now also include the Group Chat contacts which the
customer ends while it is being offered to the second Agent.
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
Customer Collaboration Platform deployment to accept and relay the contact requests from a customer website. One
Customer Collaboration Platform deployment can serve only one Unified CCX deployment (single node or high availability deployment).
Customer Collaboration Platform 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.
An audio alert is played when the agent receives a new chat request or when there is a new message on an inactive chat session
tab. With multiple chat session tabs, the selected chat session tab is considered as active. All other chat session tabs are
considered as inactive.
Web Chat Features
The following table describes the web chat features in addition to the chat features that are available in premium package.
Table 13. Web Chat Features Available in Premium Package
Feature
Agent Alias. During a chat session, the customer sees the alias that has been configured for the agent by the administrator. The Agent
Alias now supports the character, Space.
Typing Indicator. The agent or customer can see when the customer or agent is typing a message.
Chat Transcript. Chat transcripts can be downloaded by the customer after the chat session. Administrators can login to
Customer Collaboration Platform to retrieve chat transcripts.
Visual Customization of the Chat Form. A customizable customer chat form.
Post Chat Rating The customers can rate the chat experience after chat is ended.
Facebook Messenger Integration
This feature integrates Facebook Messenger as a customer-side channel with Unified CCX Web Chat feature (using Cisco
Customer Collaboration Platform) as an out-of-box feature. Facebook users can now contact the customer care of a business entity on Facebook page of the
business entity.
To integrate Facebook Messenger with Unified CCX, you must ensure that the following conditions are met:
Business entity must have a public Facebook page for their business.
The endpoints like, Cisco
Customer Collaboration Platform or a reverse proxy must have valid Certificate Authority signed SSL certificates as they are exposed publicly to the Internet.
A new unidirectional HTTPS 10443 port must be able to accept incoming HTTPS connections from Facebook.
Note
Customer Collaboration Platform Chat Gateway supports only TLS 1.2 version.
A valid CA signed certificate must be uploaded to the Tomcat certificate store of Cisco
Customer Collaboration Platform or publicly exposed host.
Chat - Facebook Messenger Features
The following table describes the Facebook Messenger chat features in addition to the chat features that are available in
premium package.
Table 14. Facebook Messenger Chat Features Available in Premium Package
Feature
Typing Indicator. The customer can see when the agent is typing a message. However, the agent can't see when the customer is typing a message.
Group Chat.
Agent can involve another agent in an ongoing chat session to support the customer. However, the user using Facebook Messenger
cannot distinguish individual agents in a group chat.
Post Chat Rating
The customers can rate the chat experience on a scale of 1 (worst) to 5 (best) after the chat is ended.
Unified CCX Agent Email
As part of the
Unified CCX Premium license, Unified CCX supports agent email with Finesse.
Administrators 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 and Operations Guide at :
The Agent Email feature requires the deployment of Cisco
Customer Collaboration Platform to handle the email and relay the contact requests from a mail server. One
Customer Collaboration Platform deployment can serve only one Unified CCX deployment (single-node or high-availability deployment), and vice versa.
The Agent Email feature requires the use of an external mail server (Microsoft Exchange 2013, 2016, Office 365, and Gmail
are supported ). This mail server is not provided, installed, or configured as part of the Unified CCX installation. To communicate with
the Exchange Server,
Customer Collaboration Platform uses secure IMAPS (for message retrieval) and secure SMTP (for message sending). On the Exchange Server, enable IMAPS (SMTP is enabled by default).
For more information about enabling IMAPS, see section "Mail Server Configuration" in Cisco Unified Contact Center Express Administration and Operations Guide at:
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 a customer's email, the reply email is always in HTML format. The 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 from 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.
Agent Email
Features
The following
table describes the email features that are available with the premium package.
Finesse Email is available with Microsoft Exchange, Office 365, and Gmail with a Cisco
Customer Collaboration Platform configured within Unified CCX.
Table 15. Agent Email Features Available with Premium Package
Feature
Fully integrated with Cisco Finesse agent desktop.
Visible alert. Email alert along with pending email count.
Toaster Notification. Toaster Notification. Agent receives a notification when a new email is received when the Cisco Finesse Desktop is not active.
Auto accept email. Incoming emails are automatically presented to the agent without any explicit accept (button click).
Email contact handling Agents can be configured to handle up to five email contacts.
Requeue email. Agent can re-queue an email to another CSQ.
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.
Reply To, Reply All, Cc, Bcc, Forward Agent can respond to the from email address, edit the To field, can add email addresses in the Cc and Bcc fields to mark copy or blind copy to other contacts, do a Reply All to all the email addresses existing in the email, and Forward the email to any other email address.
Save drafts. The system periodically saves the email drafts.
Discard email. Discards email from the agent desktop, but mails are not deleted from the server.
Rich Text. Rich text is available for the email body, predefined response and email signature.
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 Signatures Administrator can configure email signatures for the Global CSQs and Multiple CSQs. The email signatures can be tagged Global
or Custom to upto 10 CSQs.
Wrap-Up Reasons. Agents can select Wrap-Up Reasons for the emails handled by them. A maximum number of five (5) Wrap-Up Reasons can be selected.
Wrap-Up Reasons are available only after the Administrator has configured the same for the CSQs.
Attachments. Supported.
Attachment size limit
The total attachment file size limit in an agent's reply is 20MB.
The size limit of a single file attachment is 10 MB.
The total size limit of attachments in the incoming email from the customer is 20 MB.
Note
The email attachment size limit must be configured on the mail server.
Dedicated or Blended email agents. Agents can be configured to handle emails only or both, email and chat.
Email Routing.
Last Agent Email Routing where an attempt is made to route an email to the last agent who handled the email last.
Skill and competency based routing that applies to new emails or when Last Agent Email Routing expires.
The longest available or most skilled agent selection algorithm.
Dynamic reskilling. Changes to CSQ skills and competencies and agent skills and competencies (either through Admin interface or Advanced Supervisor
Capabilities in Finesse) are applied immediately. Emails that are currently being worked by the agents are not affected.
High Availability (HA) failover. HA is supported in Unified CCX. Upon Unified CCX failover, all emails in the system are automatically requeued and rerouted.
Emails are presented to the agents after the failover.
Keyboard shortcuts. Use the keyboard shortcuts for easy access to the Cisco Finesse agent and supervisor desktop features. The keyboard shortcuts
are available for both agent and supervisor.
Reporting
Cisco Unified Intelligence Center is the web-based reporting platform for Cisco Unified CCX. Cisco Unified Intelligence Center
is available with Unified CCX packages. To use Cisco Unified Intelligence as standalone reporting, use the Cisco Unified Intelligence
Premium license.
Unified
Intelligence Center
Unified Intelligence Center is the reporting solution for Unified CCX that provides access to Historical reports and Live
Data reports.
Note
Historical Reporting Client (HRC) is no longer available with Unified CCX.
Co-resident CUIC on Unified CCX provides the capability to customize reports or to restrict value list collections by implementing
custom report definitions.
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
IP-IVR
Inbound reports
Abandoned Call Detail Activity Report
Yes
Yes
Yes
Aborted Rejected Call Detail Report
Yes
Yes
Yes
Agent Call Summary Report
Yes
Yes
No
Agent Detail Report
Yes
Yes
No
Agent Login Logout Activity Report
Yes
Yes
No
Agent Not Ready Reason Code Summary Report
Yes
Yes
No
Agent State Detail Report
Yes
Yes
No
Agent State Summary by Agent Report
Yes
Yes
No
Agent State Summary by Interval Report
Yes
Yes
No
Agent Summary Report
Yes
Yes
No
Agent Wrap-up Data Summary Report
Yes
Yes
No
Agent Wrap-up Data Detail Report
Yes
Yes
No
Call Custom Variables Report
Yes
Yes
Yes
Called Number Summary Activity Report
Yes
Yes
Yes
Common Skill CSQ Activity report
Yes
Yes
No
Contact Service Queue Activity by CSQ Report
Yes
Yes
No
Contact Service Queue Activity by Window Duration
yes
Yes
No
Contact Service Queue Activity Report
Yes
Yes
No
Contact Service Queue Activity Report by Interval
Yes
Yes
No
Contact Service Queue Call Distribution Summary
Yes
Yes
No
Contact Service Queue Priority Summary
Yes
Yes
No
Contact Service Queue Service Level Priority Summary Report
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).
The reset of report counters has an impact on the reports of all the agents. However, the impact is prominent in the reports
of the agents who are not in server time zone. For example, In the Team State Report, the Login Duration of an agent is calculated
since midnight. After the reset, the report has a major impact for agents who are not in 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.
Unified CCX Engine updates the changed records every three seconds. The unchanged records are updated every 15 seconds so
that the sliding window fields (such as, Average Talk Time-Long Term, Average Talk Time-Short Term in Team Summary report) have the updated data.
A sliding window is a time period that stretches back in time from the present. For example, the Average Talk Time-Long Term field with a sliding window of 30 minutes indicates the average time that an agent spent in Talking state in the last 30
minutes.
In Live Data reports, the time in the auto increment fields (such as Login Duration in Team Summary report, Total Talk Time in Agent Statistics report) is incremented every second. When there is an update from Unified CCX Engine, there may be fluctuations
in these fields. The time may advance by few seconds and revert to the actual time published by Unified CCX Engine.
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
Recent Call History
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
available here:
Cisco Finesse workflow-based recording using Webex WFO (Workforce Optimization).
Note
While using the Webex WFO recording option, you must have the Compliance Recording/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 Webex WFO
Recording using WFO Solutions Plus applications
Audio Recording
Supported
Supported
Video Recording
Not Supported
Supported
On Demand Recording
Supported
Supported
Quality Management
Supported
Supported
Note
The licenses required for the recording options mentioned in the above table are:
For recording using Webex WFO, Webex WFO licenses are required.
For recording using WFO Solutions Plus applications, licenses on Unified CCX for Workflow based recording and Solutions Plus
WFO licenses are required.
Webex 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 Webex QM server, which must be purchased off the shelf.
The following table lists the license types and features
available:
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
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. This
feature works with Cisco Jabber for Windows 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 IP IVR
Extend and Connect
Available
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:
The following
figure shows a 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 maximum number of supported remote agents is 100.
Extend and Connect is not supported on shared lines.
Call-by-call setup is not supported
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.
Configure ICT between Cisco Unified Communications Manager and Cisco Unified Presence server.
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
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:
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.
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:
Cisco Finesse
Trigger directory numbers
Agent extensions
Display of Incoming calls
Phonebook and keypad
Route points
Configuration APIs for
route points
Script editor
Note
E.164 is not
supported for outbound, Cisco Agent Desktop, and the directory numbers for a
Call Control Group configuration.
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 (*).
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.
Elements Used in
SAML 2.0
The following is the list of elements that are used in SSO SAML 2.0 authentication:
Client (the user’s client)—A browser-based client or a client that can leverage a browser instance for authentication. For
example, a system administrator’s browser.
Lightweight Directory Access Protocol (LDAP) users—Users are integrated with an LDAP directory. For example, Microsoft Active
Directory or OpenLDAP.
Security Assertion Markup Language (SAML) assertion—An assertion is an XML document that contains trusted statements about
a subject. For example, a username. SAML assertions are digitally signed to ensure their authenticity. It consists of pieces
of security information that are transferred from Identity Providers (IdPs) to the service provider for user authentication.
Service Provider (SP)—An application or service that trusts the SAML assertion and relies on the IdP to authenticate the users.
For example, Cisco Identity Service (IdS).
An Identity Provider (IdP) server—This is the entity that authenticates user credentials and issues SAML assertions.
SAML Request—An authentication request that is generated by a Cisco Identity Service (IdS). To authenticate the LDAP user,
IdS delegates an authentication request to the IdP.
Circle of Trust (Co-T)—It consists of the various service providers that share and authenticate against one IdP in common.
Metadata—An XML file generated by the Cisco IdS (for example, Cisco Identity Service Management) and an IdP. The exchange
of SAML metadata builds a trust relationship between the IdP and the service provider.
Assertion Consumer Service (ACS) URL—A URL that instructs the IdPs where to post 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.
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
Hide a
tooltip
Esc
Call Control Gadget
Call Control Gadget
Navigation
Access
the call control gadget, phone book, and keypad
Tab
and Shift-Tab
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
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
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.