#CLUS

Cisco Unified
Contact Center
Enterprise Planning
and Design
Mike Eady – Technical Solutions Architect
Matt Hammitt– Technical Solutions Architect
BRKCCT-2007

#CLUS
Agenda
• Introduction to Cisco UCCE
• Solution Review
• Design Considerations
• Components and Architecture
• Deployment Models
• Designing for High Availability
• Conclusion and Q&A

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Cisco Webex Teams
Questions?
Use Cisco Webex Teams to chat
with the speaker after the session

How
1 Find this session in the Cisco Live Mobile App
2 Click “Join the Discussion”
3 Install Webex Teams or go directly to the team space
4 Enter messages/questions in the team space

Webex Teams will be moderated cs.co/ciscolivebot#BRKCCT-2007

by the speaker until June 16, 2019.

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 Cisco Contact Center Portfolio

Unified Unified Hosted Collaboration Customer Journey

Contact Center Contact Center Solution Platform
Express Enterprise for Contact Center

• Small/Medium • Large Enterprises • Large Enterprises • Small/Medium

Business Business
• Up to 24,000 agents • Up to 24,000 agents
• Up to 400 agents • Native cloud solution
• Flexible deployments • Partner Hosted
• Easy to buy, deploy • Cisco Hosted
and manage

Common Licensing with Contact Center Flex Plan

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
Cisco Unified Contact Center Enterprise
Finesse CRM (SFDC and others)

Voice
Outbound Email Chat Callback Video
Portal

Precision Agent Task Live Intelligence

Contact Center Enterprise Routing Request Routing Data Center

Unified Communications Manager

Applications Platform
Unified Computing System

360°
view of your
customer
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 6
 Cisco Unified Contact Center Enterprise
• Cisco’s Large Contact Center Solution

• Designed for Enterprise and Hosted Environments

• Scalable Architecture

• Fault Tolerant

• Highly Available

• Multiple Deployment Models

• Centralized or Distributed

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 7
Solution
Components and
Architecture
Cisco Unified Contact Center Enterprise
• Core component
• Brains/Intelligence and agent selection for all channels
• Queue Control
• Screen Pop
• Customer Experience
• Reporting – Historical and Real-time
• Real-Time Communication, Agent State, Statistics
• Gateway to outside peripherals including other vendor ACD
• Administration/business rules
• Instance scales up to 24,000 Concurrent agents

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 9
Contact Center Enterprise Solution Core

CVP Finesse

CUIC

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
 Cisco Unified Contact Center Enterprise
Server Configuration Options
Software Components
Rogger Admin and Data
Router
Router • HDS
• CUIC
Logger
Logger • Live Data
• Id Server (SSO)
PG
• CCMP
Standard PG
• Web Admin
CTI/Finesse
Agent PG MR PG

Dialer VRU PG Dialer

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
PG Configuration
Prior to 11.5 Release 11.5 and Beyond

Agent PG
CUCM PIM • VRU PG includes two PIMs
CTI Server
PG
with a 1:1 pairing to a CVP
CTI OS Generic PG servers on Side A and Side B
Agent PG
CUCM PIM
VRU PIM
CUCM PIM 1 • MR PG includes PIMs to
VRU PG VRU PG
support these functions:
CTI Server
VRU PIMs VRU PIM 1 VRU PIM 2 • Outbound Option
CTI OS
• Enterprise Chat and Email
SIP Dialer MR PG
MR PIM 1 2 3 4 • SocialMiner. This PIM handles
MR PG MR PG
Task Routing and Agent
VRU PIMs Request.
• Third-party integrations

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 12
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 13
Unified Contact Center Enterprise Core
• Design Considerations
• Location
• Central Controller, AW/HDS – Data Center
• Peripheral Gateway – same LAN segment as UC Manager
• Scale
• Router/Logger – 24,000 agents
• Standard PG – Finesse = 2,000 agents, CRM - varies
• Network Considerations – Server to Server
• Finesse to Finesse – 80ms round trip
• Private Network – CC to CC, PG to PG – 80ms round trip
• Public Network Core to PG – 400ms round trip

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Queuing,
Messaging and
Self Service
Contact Center Enterprise Solution Core

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Cisco Voice Portal (CVP)
Components
• Voice/VXML Gateway – IOS-based or Virtual Voice Browser (VVB)
• Call Server
• Provides Call Control Signaling
• Interface for UCCE PG – translates CCE VRU commands to VXML
• SIP

• Media Server
• Web server that stores predefined wave files
• Can be clustered and pooled

• VXML Application Server

• Hosts the VXML runtime
• Executes VXML applications

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Cisco Voice Portal (CVP)
Components
• Ops Console (OAMP)
• Administrative Tool/Configuration
• Diagnostics
• Windows/Server component

• Call Studio
• Offline service creation tool via eclipse
• Desktop software

• CVP Reporting Server

• IBM Informix Dynamic Server (IDS)

• ASR/TTS
• Non-Cisco
• Communicates to gateway via MRCP

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 18
 Functional Models
• Comprehensive (reference design)
• Pure IP-based contact center, IVR, call control, queuing

• CVP Standalone (non-reference design)

• Automated Self Service IVR, no queueing, limited call control,
no formal agent
• Optionally with ICM Lookup

• Call Director (non-reference design)

• IP enabling TDM ACDs

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 19
 Cisco CVP Design Considerations
• Features
• Self-service
• Courtesy Callback
• Agent Greeting
• Whisper Announcement

• Sizing
• Ports per Server (up to 3000) virtual platform (900 per server 11.0 and earlier / non-reference design)
• Agent/ signaling Impact on number of sessions

• Service Creation
• CVP Studio
• UCCE Script Editor

• CVP Reporting Server

• Required for Courtesy Callback

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 20
 Cisco CVP Virtualization

• Virtual Voice Browser – VVB

• 600 Sessions Per VM OVA

• Virtual Cube - vCUBE

• 60% of advertised capacity for Contact Center Deployments

• Virtual Cisco Unified Proxy - vCUSP

• OVA Driven up to 400 RPS
• Virtualized post 9.x

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 21
Outbound Option
 Outbound Dialer Overview
• Allows agents to participate in outbound campaigns using a software IP-based dialer.
• Supports preview, direct preview, progressive and predictive modes.
• Campaign Management
• Agent Based Campaigns / IVR Based Campaigns
• SIP dialer
• Dialer ports are not endpoints registered to CUCM
• Call Progress Analysis (CPA) done at the GW
• Agent Call reservation is now virtual
• No RTP traffic between dialer and GW
• Large scalability improvements for Agent PG and CUCM
• Better outbound dialing predictive performance
• Simpler Administration and Management
• Partner for sophisticated campaign management

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 23
 Design Considerations
• Most deployments utilizing outbound option require Cisco Unified SIP Proxy
• Supported outbound voice gateways (CPA/AMD)
• CUBE supported – see UCCE Solution Compatibility Matrix for supported IOS versions
https://goo.gl/viTzdB
• Supports ISR G2 (29xx and 39xx)
• Supports ASR100X
• Supports ISR G3 (43xx and 44xx)
• Sizing
• Blended Agents = Maximum agent capacity – 1.33 (SIP Dialer ports)
• API Based Campaign and Import with 11.5
• 10k records imported per request
• Queue up to 30 requests simultaneously

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 24
Cisco UCCE
Deployment
Models
What Is Reference Design?
• Set of Cisco validated designs of our contact center enterprise solutions
• Defines the technologies and topologies that fit the needs for most
deployments
• Focuses on simplifying the contact center enterprise solution design
• Provides complete contact center functionality based on components that
are strategic to Cisco

What Is Non-Reference Design?

• Solutions that include anything that the Reference Designs do not
specifically allow

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 26
Reference Design
Contact Center Solution Reference Design
Solution Components
SW1 SW2 SW3 [SW Releases, Features, Core & Optional
Components]
VM 1 VM 2 … VM n
Virtual Machine(s) Tested Reference VM Layouts
[Reference VM Layouts, Resource Provisioning]

Physical Server(s) Hardware

[TRC, Spec Based]

Network Topology

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 27
Solution Components
Core Components
Integrated Features (ON/OFF)
No additional hardware

Contact Center Services

Cisco Optional Components
Additional hardware/VM

Third Party Optional Components

UC Infrastructure Additional hardware/VM

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 28
Solution Components
Core Components
Contact Center Enterprise Integrated Features
Unified Contact Center Enterprise Integrated
Agent Features
Application (ON/OFF)
Business Outbound Courtesy Extension
No additional hardwareOption
Greeting Gateway Hours Callback Database
Integration
Mobility

Mixed Mobile Phone Ext. Post Call Precision Single Whisper

Unified Customer Voice Portal
Codec Agent support Survey Routing Sign-On Announce

Contact Center Services

Unified Intelligence Center Optional Components (Additional Servers Required)
Cisco Optional Components
Cisco Remote Expert
Cisco SocialMiner
Additional hardware/VM
Cisco Finesse
Cisco SIP Proxy Enterprise Chat and Silent Monitoring
Email

Unified Communication Manager

Third-Party Components (Additional Servers Required)
DNS Servers
Third Party Optional Load Balancers
Components Recording
UCB &Infrastructure
C Series , TRC
Additional
Speech ASR/TTS hardware/VM
Wallboards (non- WFM
CUIC)

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
 Reference Designs
Non Reference Designs
Core Components
IVR: CVP Integrated Features (ON/OFF) Parent Child
No additional hardware
ACD: CCE TDM ACD PG*

Desktop: Finesse ICM to ICM Gateway

Cisco Optional Components
Reporting: CUIC Additional hardware/VM
IP-IVR

Call Control: UCM CVP Standalone, Call

Director, VRU only
Third Party Optional Components
Gateways Additional hardware/VM ICM NIC

Topology Options • Avaya PG is part of HCS-CC

Centralized Distributed Global solution reference design.
• App GW not supported for
Remote Office Options HCS-CC Small Contact Center

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
Reference Design to Solution Mapping (12.0)

Reference Designs PCCE Solution HCS-CC Solution UCCE Solution

2000 Agent Yes Yes Yes

4000 Agent Yes Yes Yes

12000 Agent Yes Yes Yes

24000 Agent No Yes Yes

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 31
Reference Design Provisioning
Reference Designs – VM Layouts
Reference Design
VM Resource Provisioning Policy
VM Layout

Up to 2 vCPU per Up to 65% of Up to 80% of

2K 4K 12K 24K physical core total CPU MHz total Memory

• Based on UCS TRC servers. Needed for

• Leverage oversubscription • Modifying Ref. Design VM Layout
• You can subtract VMs • Non-reference Design deployment
• You can NOT add other VMs Model
• Reference VM Layouts let you go • Third-party or optional components
over Resource Provisioning limits • UCS spec-based or third-party
spec-based servers
• Upgrade but not planning to migrate
to Ref. Design VM Layout
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 33
 VM Resource Provisioning Policy
Server C240 M5SX
Component vCPU CPU Rez RAM Rez
Rogger 4 5000 6
AW-HDS-DDS 4 5000 16
PG 2 4000 6
CVP Server 4 3000 12
Finesse
CVP Reporting Server
4
4
5000
1800
10
6
VVB
CUIC Sub 4 5500 16
CUCM Sub 4 7200 8
ECE 4 4000 20
VVB 4 7200 8 Reference Reference Reference Resource
Design Server VM Layout Provisioning
Server Capacity 28 72800 128 Required

Used 34 43700 (60%) 96 YES YES YES NO

Max Allowed 56 47000 (65%) 102.4 (80%)
YES YES YES NO

NO NO NO YES

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 34
2000 Agent Reference Design VM Layout
• All solutions support this design [PCCE, UCCE, HCS-CC]

• CUIC, Live Data, and the IdS are on a single VM

• CUCMs can be deployed on separate Servers [2 Subs dedicated for CCE]

• Co-resident CUCM can support a maximum of 2000 phones

• Optional AW-HDS-DDS per site on external servers

• ECE Data Server can be on-box up to 400 agents, off-box up to 1500 agents.

• ECE Web Server on an external server

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
4000 Agent
• HCS-CC, PCCE and UCCE solutions support the 4000 Agent Reference
Design.
• Adds a pair of servers.
• Only two AW-HDS-DDS per side

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 36
 12000 Agent
• HCS-CC,
PCCE and UCCE solutions
• Separate VM for Routers and
Loggers
• Servers 5A, 5B, 6A, 6B are
optional. [>8000 Agents]
• Max 6 CUIC (3 per side) with
max 1200 Reporting users
• Max 6 AW-HDS (3 per side)
with max 1200 Reporting
users

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 37
 24000 Agent
• HCS-CC and UCCE
solutions
• Separate VM for Routers and
Loggers
• Max 6 CUIC (3 per side) with
max 1200 Reporting users
• Max 6 AW-HDS (3 per side)
with max 1200 Reporting
users
• PCCE does not support this
model.

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 38
 Topology
* -- Could be centralized or distributed
Centralized Side A Side B ** -- Remote DC could be co-located with Core DC.
Geographic
Note: Global is supported for PCCE 11.6
Redundant DC
80ms
RTT
Distributed Side A Side B
Remote DC **
Core DC *
CUCM, Finesse,
Global Side A 80ms
Side B 400ms
PG CVP, GW

RTT RTT

200ms
Remote RTT
Office Office with
Branch Home Agent Mobile
Options Office (LBO) Agents with CVO Agent
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 39
 PG Count

Reference Designs Max PGs Max Standard PGs Notes

2000 Agent 30 4 PQ and Live Data enabled

4000 Agent 100 4 PQ and Live Data enabled

12000 Agent 150 12/24 PQ and Live Data enabled (24

when using XL Live Data OVA)

24000 Agent 150 24 PQ and Live Data enabled

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 40
Cisco UCCE High
Availability Design
Highly Available Design Considerations
Minimum Criteria:
 All production deployments must be duplex – CC, PGs
 Design for worst possible failure scenario
 One CUCM publisher and two subscribers (each sub backs up
the other– phones, agents and apps distributed across subs)
 Multiple AW/HDS, CUIC – reporting is critical
 Separate Private Network – follow published guidelines in
Design Guide for path diversity.
 No single point of failure - Separate data and access switches
for redundant components.
 Multiple carrier gateways that can handle the entire call load
 Size for full failure…redundancy to handle full load
 HA WAN – dual path and fully redundant
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 42
Contact Center Enterprise Networks
Network Requirements (Visible and Private)
Long
Distance
(800) Carrier  Unified CCE component Redundancy
 Side A and Side B mirror of each other
Combo
GW
VXML CVP CVP
Combo
GW
VXML
 Call Router
 Run in synchronized execution
Conference Conference

DSPs DSPs

 Either side is capable of running the full load of the solution

T1s T1s

Proxy GW Proxy GW  A and B sides are both executing the same set of messages
CUSP CUSP

 Peripheral Gateway
CUCM CUCM  Hot-standby mode
Cluster Cluster
 Finesse

PG PG  Both servers are always active

 Administration & Data Servers
Rogger Rogger
 Deployed in pairs for fault tolerance
Campgn Mgr Campgn Mgr*

 Visible (Public) and Private networks

ICCS
UCCE/PG Public  Campaign Manager redundancy with 11.6
UCCE/PG Private
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 43
 High Availability
Unified CCE Component Redundancy
Agent PG Agent PG
A B
 CTI Manager Redundancy
JTAPI JTAPI
 PG side A and PG side B connect to separate
Unified CM 1 Unified CM 2 CTI Manager servers
(CCM+CTIM) (CCM+CTIM)
 Only one side of the PG and its associated CTI
Manager are actively monitoring the devices
Deployment with 2000 agents  If either PG A or CTI Manager 1 fails, PG B and
CTI Manager 2 will become active
Agent PG Agent PG
A B  Deployment with 2,000 agents:
1 PG required (PG A + PG B).
1 PIMs on PG
2 Unified CM Subscribers running the CTI
Manager service
1000 1000
agents agents
Unified CM
(CCM and CTI Manager Services)

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 44
High Availability
Unified CCE Component Redundancy
CVP

VRU PG VRU PG
A B  VRU Redundancy
 CVP
CVP 1 CVP 2
 CVP components
 SIP Proxy
 Voice GW

PSTN

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 45
Design Considerations
• Channel • Network and Data Services
• Inbound Voice, Proactive Outbound, Email, Web • Virtual Machines, Storage, Network Fabric, Device
chat, Social Media, Mobile Apps Support
Active Directory, Security
• Scale •

• Calls per Second, # of Agents per Channel, # of • Presentation and Access Services
Contacts per Channel, Blending, Entry Points
• Desktop Portal, Client Applications
• Business Applications/Integrations • Operational Reporting
• Self Service, CRM Applications, Contact History, • Enterprise Administration/Operations
Knowledge Base, Workflow, Video • Delivery/Endpoints/VXI
• Locations • Redundancy/Resiliency
• Agents, Applications, Number of sites, How many
and where • Consider Future
• Design to end game and map how to get there
• Customer Collaboration Services (Roadmap)
• Intelligent Routing, Enterprise Reporting,
Recording, Notification, Access to Knowledge
Workers, Whisper, Greeting, Work Force
Management, Reader boards

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 46
IaaS Support
 Calling CC Meetings Teams Edge
Cisco Collaboration Consumption Options

Cloud UCM IMP CUC UCCE/X

Webex Webex Webex

CJP BroadWorks VMware Cloud on AWS
Calling Meetings Teams

Cisco SaaS Cisco-powered Cisco apps on

Partner SaaS 3rd-party IaaS

Cisco apps
on-premises BE6000/7000
3rd-party Compute +
Cisco HyperFlex / UCS DAS/SAN/NAS/HCI

Cisco Appliance Cisco Datacenter 3rd-party Datacenter

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 48
 Example Deployment
Blue = supported by Cisco

Gray = supported by 3rd-parties

Calling Messaging Care

Preferred Architecture for Enterprise Voice UCCE: 2000 Agents Reference Design
UCM+IMP 12.5 for up to 5K devices UCCE 12.0 for up to 2K agents
CVP CVP CVP CVP
UCM UCM UCM IMP UCM UCM IMP RGR A PG 1A OAMP 1A RGR B PG 1B Reporting 1B
Pub TFTP2 Sub2 Sub TFTP1 Sub1 Pub

VM VM VM VM VM VM VM VM
VM VM VM VM VM VM VM Finesse1 CUIC/LD/IdS AW-HDS-DDS Finesse1 CUIC/LD/IdS AW-HDS-DDS
(total 14C) Pub Pub 1 Sub Sub 2

VM VM VM VM VM VM
• 4-box vSAN cluster (expandable to 16) (total 40C)
• Each box = From https://cloud.vmware.com/vmc-aws/pricing
2S/18C/2.30 GHz (E5-2686v4) - On-demand = ~$33/hour list price
512GB RAM - 3 Year Reserved = ~$145K/year list price
8xNVMe for 40TB raw usable storage
VMware Cloud
- plus “data transfer, egress and IP charges”
See link above for latest.

VPN or DX to VMC

Customer’s
intranet WAN

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 49
UCCE 12.0 on VMware-Cloud
Deployment Considerations
• VMC-AWS is Spec-Based Deployment Model
• VMware-Cloud will enable UCCE VMs to install in AWS Environment
• CJSBU will allow perpetual license deployment to VMC-AWS; subscription
model not required
• Customer responsibility to convert licensing from premises to cloud
(perpetual to subscription) for:
• MS Windows Server
• MS SQL Server
• Separation of support duties:
• Customer would work with VMC-AWS for environmental/server issues
• Customer would work with Cisco for break-fix on CC products

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 50
UCCE 12.0 on VMware-Cloud
Notes
• Cisco Unified Communications Manager (CUCM) 12.5(1) or greater
• Cisco Unified Communications Manager - IM & Presence (CUCM
IM&P) 12.5(1) or greater
• Cisco Unity Connection (CUC) 12.5(1) or greater
• Cisco Unified Contact Center Express (UCCX) 12.0 or greater
• Cisco Unified Contact Center Enterprise (UCCE) 12.0 or greater
• Older versions and/or unlisted applications are not permitted or
supported for VMware Cloud on AWS.

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 51
Summary
• Cisco Collaboration on VMware Cloud on AWS
UCM IMP CUC UCCE 12.0
(VMC-AWS) 12.5 12.5 12.5 UCCX 12.0
• New specs-based 3rd-party infra option (with some
additional caveats)
• Use for deals that require IaaS and won’t accept VMware Cloud on AWS
on-premises or Cloud/Hosted SaaS offers “vSAN aaS”
vCenter + NSX + ESXi 6.7
• Reference-sell, not a “validated solution, CVD (version subject to change)

or TRC”
• Cisco sells & supports Collaboration Applications, VPN / DX /
Phones, Headsets & other Endpoints Interconnect Provider
• VMware sells & supports public cloud IaaS
• ISP or Interconnect Provider sells & supports
network access to IaaS

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 52
Cisco Task Routing
Task Routing API

o REST APIs
3rd party Apps
o Integrate 3rd party multichannel
apps with CCE
o Routing, Administration &
Reporting via CCE
REST APIs o SocialMiner Platform as task
ingress gateway
o Finesse APIs for non-voice
Routing Administration Reporting agent state & Task control

Contact Center Enterprise

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 54
Cisco Task Routing Components
Required Components

• PCCE/UCCE/HCS-CC
• SocialMiner
• Media Routing PG
• Finesse

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 55
 Task Routing Dialog Work Flow
Third-party Applications
Customer App 8. MEDIA (optional) Agent App
XMPP
Listener
6. Task Control
1. Create TASK 5. XML notification (Accept/Start /Close ..)

XMPP Service
Social Miner
Platform /
Finesse
Multichannel
Gateway
3A. Estimated Wait Time 4. Events
2. Create Task (Precall / Started / Closed)
7. Commands
Request 3B. Agent route confirmation (Accept / Start / Close)
REST (HTTP)
MR
MR PG Agent PG
ARM UCCE
XMPP

Router Logger
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 56
Design Considerations by the Numbers
12.0 Task Routing Limits

• 15,000 tasks per hour

• 5 tasks per second
• 15 active tasks per agent
• 2000 Task Routing agents

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 57
Cisco Enterprise
Chat & Email
 Enterprise Chat and Email (ECE)

• Enterprise functionality with small footprint

• Included with all CCE deployment models: CCE,
PCCE, HCS-CC
• Tighter integration into
Cisco solution

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 59
Enterprise Chat and Email Design Considerations
• Finesse agent gadget to handle multi-session
email and chat
• Simpler, faster, designed as Finesse gadget
• Available on all CCE supported browsers (IE11, Chrome, Firefox)

• Deployment models
• Small footprint for up to 400 blended agents
• This deployment model is supported with PCCE ‘on-the-box’ as well as stand-alone for CCE.
• Dedicated servers for larger agent counts (1200+)

• Simplified installation with PCCE

#CLUS BRKCCT-2007 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 60
Cisco Single Sign On
 Cisco UCCE SSO Review
• 11.5 Phase 1- supported products
• UCCE
• New VoS component – Identity Server, IdS. Two node cluster.
• 4000 SSO agents (hybrid mode supported)
• Resources (Finesse, CUIC) must be local to IdS
• Remote PG’s not supported
• PCCE
• New VoS component – Identity Server, IdS. Two node cluster co-resident with CUIC
LiveData
• 2000 SSO agents

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 62
 Cisco UCCE SSO Architecture

Side A Side B
Centralized

Distributed
Not included in Release 11.5
Side A 80MS RTT Side A

Global Finesse/UCM
400MS RTT PG
Side A 80MS RTT Side A /CVP & VGW

IdS (1) IdS (2)

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 63
Cisco UCCE 11.6 SSO Review

• CCE/PCC/HCS Finesse agents and supervisors

• PCCE Supervisor re-skill gadget
• Cisco Unified Intelligence Center agent and supervisors
• New Enterprise Chat and Email
• SocialMiner UQ interface
IdS

CC Servers
#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 64
 Cisco UCCE SSO Review

• 12.0 Support for SSO

• UCCE
• 12,000 and 24,000 Reference Design – support 12,000 agents
• 4,000 Reference Design and above require standalone IdS VM
• SSO supports agents and supervisors only

#CLUS BRKCCT-2007 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 65
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Continue your education

Demos in the
Walk-in labs
Cisco campus

Meet the engineer

Related sessions
1:1 meetings

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 Continue your customer journey solutions education
Product Roadmap / Design & Upgrade /
strategy
Flex Troubleshooting Security Analytics Desktop AI/BOTs Integration
Features Planning Migration

BRKC
UCCE

BRKCCT-2009
CT-

BRKCCT-2002
BRKCCT-1051 BRKCCT-2007 BRKCCT-2210 BRKCCT-2001
2010

BRKCCT-2056

BRKCCT-1001
PSOCCT-1645

BRKCCT-1003
BRKCCT-1002

UCCX BRKCCT-1011 BRKCCT-2035

CJP BRKCCT-2004 BRKCCT-1518

BRKCCT-1511

Techtorials Instructor led hands-on DevNet Sessions

CVP UCCE UCCE UCCX APIs

Instructor led
Techtorial labs: CJP
TECCT-2022 TECCT-3022 LTRCCT-2051 LTRCCT-2010 DEVWKS-2488
Intermediate

ECE
UCCX UCCE CJP
Instructor led
Omni-channel
Techtorial TECCT-2005 labs: LTRCCT-3051 LTRCCT-1050 DEVWKS-2489
Advanced

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Summary