Cisco Finesse Server

Report
Cisco Finesse Overview and Roadmap
CDN Developer Forum
BRKCCT-1031
© 2012 Cisco and/or its affiliates. All rights reserved.
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Agenda
Understand.
Deploy.
Extend.
 Understand
 Extend
‒ Overall Business Value
‒ 3rd Party Gadgets
‒ Finesse 9.0 Features
‒ Finesse Web Services
‒ Partner Integration
 Deploy
‒ Ordering Details
‒ Mixed Deployment Modes
‒ Performance Specification
‒ High Availability
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3
Understanding Finesse
Finesse Gadgets
Ease of Customization via Modular Architecture
 Mini-web pages assembled into a larger webpage
 A la carte approach to agent desktop
 Utilize OpenSocial for standards-based integration
 Cisco UI Source code published to CDN
BRKCCT-1031
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5
Cisco Finesse Client
High-Level Architecture
Contact Center Enterprise
Cisco Finesse Server
VOS Virtual Machine
Gadget
Container
Web
Services
Authentication via
Administration
and Data Server
Custom
Applications
CTI
Cisco
Unified
Contact Center
Enterprise
PG
 Zero-Footprint on client
 Mandatory Administration Workstation (AW)
BRKCCT-1031
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6
Finesse Cockpit
Agent State
Controls
A Container Application that Eases Cost of Integration
Configurable Tabs
Administrators define tab
names
Configurable Gadgets
Administrators define which
gadgets go on each tab
BRKCCT-1031
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7
Finesse Agent State Control
 Switch between agent states including
Not-Ready to Not-Ready transitions
 Support for Pending States
BRKCCT-1031
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8
Cisco Finesse Call Control
Gadget Common to Agents and Supervisors
Call Control Buttons
Make Call, Answer/End, Hold/Retrieve,
Consult, Transfer/Conference, &
Keypad
Call Context
Administrators define which
call variables to include
Wrap-Up
Agents can apply wrapup codes throughout the
call or after the call
BRKCCT-1031
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9
Cisco Finesse Supervisor
Team Performance Gadget
Agent Statistics
Agent state, time-in-state,
and extension
Supervisor Controls
Team Selector
Change Agent State or
Initiate Silent Monitor
BRKCCT-1031
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10
Cisco Finesse Supervisor
Queue Statistics Gadget
Call Statistics
Agents Statistics
The number of calls in
queue and time in queue for
each skill group or precision
queue
Agent State across skill
groups or precision queues
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11
Roadmap
Finesse 8.5(3)
January 2012
Agent Features
 Call Control
 Not-Ready & Sign-Out Reason
Codes
 Call & ECC Variables
 Wrap-Up Codes
Supervisor Features
 Agent State Display
 UCM Silent Monitor
Platform Features




High Availability
Gadget-based Administration
3rd Party Gadget Support
Finesse & CTI-OS/CAD mixed
deployments
Finesse 9.0
June 2012
 Packaged CCE Support
 Generic PG Support
 Golden Template
 Queue Gadget
 Queue Time
 # of calls in Queue
 Count of Agent State by Queue
 Support for Precision Queues
 Mobile Agent
 Send DTMF for IVR
 Supervisor
 Time in State Metric
 Change Agent State Control
 Predictive/Progressive
Outbound*
BRKCCT-1031
© 2012 Cisco and/or its affiliates. All rights reserved.
Post 9.0 Feature Set
 WAN Deployments *
 Outbound Callback UI
 Barge / Intercept
 Phonebook
 Localization
 Finesse for CCX
 Agent Configuration Groups
 Secure HTTP
 Single-Step Transfer
 Multi-Line
 Agent-Agent Chat
 Firefox Support
 Preview Outbound
Cisco Public
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Deploying Finesse
Understand the Detailed Feature Set
 Detailed Finesse feature set as compared to CTI-OS & CAD:
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/p
s11324/product_bulletin_c25-695211.html
 Key Outstanding Features:
‒ WAN Deployments
‒ Single Step Transfer
‒ Phonebook
‒ Barge / Intercept / Assistance
‒ Localization
‒ Preview Outbound
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Ordering Finesse
 Migrations between Premium Options are free!
 Premium Seat allows for use of Finesse, CTI-OS, or CAD
 Cisco Finesse Media Kit & Server SW SKU is required ($1000 List)
 Finesse is part of CCE NPS SKU & UC NFR Kit
BRKCCT-1031
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15
Cisco Finesse
Finesse & CTI-OS/CAD
Mixed Deployment
Cisco Finesse Server
VOS Virtual Machine
Gadget
Container
Web
Services
Authentication via
AW
Cisco
Unified
Contact Center
Enterprise
PG
 Finesse and CTI-OS/CAD shared PG
 No additional CCE configuration
 Agents can switch between CTI-OS/CAD and
Finesse
BRKCCT-1031
CTI-OS
or
CAD
CTI
CTI-OS
 Same rules as CTI-OS & CAD Mixed
Deployment
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16
Finesse 9.0 Scalability
 2000 Concurrent Agents Per Finesse Server Pair
 30 calls per agent, per hour
 50 Agents per team
 5 Supervisors per team
 50 Skill Groups in Queue Gadget
 3000 Skill Groups per PG
 250 Outbound Agents
BRKCCT-1031
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Finesse 9.0 BOM Notes
 Software Compatibility
‒ Finesse & CCE Versions must match
Finesse 9.0 with CCE 9.0
Finesse 8.5(3) with CCE 8.5(3)
‒ Multi-Line must be disabled on the phone / no support for 8900/9900 phones
‒ Internet Explorer 8.0
‒ Client OS
Windows 7 32 Bit, 64 Bit, and WOW64
WinXP
 Finesse supports UCS, HP, or IBM HW that meets the following specifications:
‒ ESXi 5.0 Server Virtualization
Details here:
http://docwiki.cisco.com/wiki/Main_Page
‒ 4 vCPU’s
‒ 8192 MB Memory
‒ 146 GB Disk Space
‒ I/O Adapter Type – Flexible
‒ Thick Provisioned VM (as opposed to Thin Provisioning)
BRKCCT-1031
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High Availability
High Availability Overview
 Finesse Server handles PG failover automatically
 Finesse clients automatically failover to backup Finesse Server
 Load Balancer is not a required component
BRKCCT-1031
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High Availability
Finesse Side A & B are Both Active
Cisco Finesse
Agent 1
Cisco Finesse
Agent 2
Cisco Finesse Server – Side A
Web
Services
Gadget
Container
DB
Replication
for
Configuration
Data
Cisco Finesse Server – Side B
Web
Services
CCE
PG
Side B
CCE
PG
Side A
BRKCCT-1031
Gadget
Container
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21
High Availability
CCE PG Side A Fails….
Cisco Finesse
Agent 1
Cisco Finesse
Agent 2
Cisco Finesse Server – Side A
Web
Services
Gadget
Container
DB
Replication
for
Configuration
Data
Cisco Finesse Server – Side B
Web
Services
CCE
PG
Side A
BRKCCT-1031
Gadget
Container
CCE
PG
Side B
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Agent Experience During CTI Failure
 Error Dialog presented to
Agent when an agent state
change or call control event
is initiated
 Agent is not re-directed to the
backup Finesse Server
 Agent can still access all
gadgets while CTI
Connection is down
BRKCCT-1031
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23
High Availability
Each Finesse Node Connects to CCE PG Side B
Cisco Finesse
Agent 1
Cisco Finesse
Agent 2
Cisco Finesse Server – Side A
Cisco Finesse Server – Side B
Web
Services
Web
Services
Gadget
Container
CCE
PG
Side A
BRKCCT-1031
Gadget
Container
CCE
PG
Side B
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High Availability
Finesse Server A Fails…
Cisco Finesse
Agent 1
Cisco Finesse
Agent 2
Cisco Finesse Server – Side A
Cisco Finesse Server – Side B
Web
Services
Web
Services
Gadget
Container
CCE
PG
Side A
BRKCCT-1031
Gadget
Container
CCE
PG
Side B
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High Availability
Finesse Automatically Fails Over to Side B
Cisco Finesse
Agent 1
Cisco Finesse
Agent 2
Cisco Finesse Server – Side A
Cisco Finesse Server – Side B
Web
Services
Web
Services
Gadget
Container
CCE
PG
Side A
BRKCCT-1031
Gadget
Container
CCE
PG
Side B
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Agent Experience During Finesse Server Failure
 Agent is redirected to
backup Finesse Server
 Agent enters their
authentication credentials
 Agent state and call
control is restored after
authentication
 CCE is not aware of
Finesse Server failure
BRKCCT-1031
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27
High Availability
Client is Lost……;Finesse Server Detects the Event and Does the Sign-out
Cisco Finesse
Cisco Finesse
Agent 1
Agent 2
Cisco Finesse Server – Side A
Web
Services
Gadget
Container
DB
Replication
for
Configuration
Data
Cisco Finesse Server – Side B
Web
Services
CCE
PG
Side A
BRKCCT-1031
Gadget
Container
CCE
PG
Side B
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High Availability
Finesse Server is Down Before Client Logs In….
Requires Manual Failover to Side B or Load Balancer
Cisco Finesse
Agent 1
Cisco Finesse Server – Side A
Web
Services
Gadget
Container
DB
Replication
for
Configuration
Data
Cisco Finesse
Agent 2
Cisco Finesse Server – Side B
Web
Services
CCE
PG
Side A
BRKCCT-1031
Gadget
Container
CCE
PG
Side B
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29
Deployment Best Practices
 Run a small pilot first. Don’t transition all your agents at one time
 Keep CAD and CTI-OS on the desktop just in case you need to go back to it
 Don’t add too many gadgets to the container at first. Phase gadgets in one at a
time
 Understand the key differences between Finesse and CAD/CTI-OS
‒ Authentication when client fails over
‒ Agent passwords are mandatory
‒ Agents need to login by Agent ID
‒ Wrap Up Codes are either required or not-required in Finesse (no optional)
BRKCCT-1031
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Extending Finesse
3rd Party Application Deployment
When the Main Application is Not Cisco’s Agent Desktop
Customer Thin or Thick App
(Cisco Gadgets Optional)
3rd Party Applications
(Thin or Thick)
Enterprise Server Apps
HTTP
Cisco Finesse
Web Services
BRKCCT-1031
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RESTful API’s
 Representational State Transfer.
REST API
Examples
 Stateless, client-server, cacheable
communications protocol
 Twitter
 Simple HTTP is used to make calls between
machines.
 Amazon
 Web browsers can natively access REST
APIs
Example: Get Agent State
Request
Response
BRKCCT-1031
http://host/finesse/api/User/jsmith
<User>
<state>READY</state>
</User>
© 2012 Cisco and/or its affiliates. All rights reserved.
50,000 registered applications
330,000 registered developers
 Netflix
20 billion API calls/month
 eBay
5,000 developers in 2005
 Flickr
 Yahoo!
 Google Search
Source:
http://blog.twitter.com/2010/01/offical-twitter-developer-conference.html
http://en.wikipedia.org/wiki/Amazon_Web_Services
http://en.wikipedia.org/wiki/EBay
http://techblog.netflix.com/2011/02/redesigning-netflix-api.html
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Cisco Developer Network (CDN)
http://developer.cisco.com/web/finesse/home
 Developer Guide
 Forum Q&A
 Sample Gadgets
 UI Source Code
 Blog Updates
 Downloads
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Useful Links & How to Join
Accelerate Your Development Efforts
 http://developer.cisco.com...Main Website
 http://developer.cisco.com/web/partner... become a partner member of the
Cisco Developer Network for technology partners
 http://developer.cisco.com/web/partner/search... provides search
capabilities to see which company profiles and respective third party
applications/products built using Cisco’s open interfaces
 If you have any questions, please contact the [email protected]
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Partner Integrations
 All Cisco Partners are encouraged to build integrations to Finesse
 Current Strategy
‒ If a partner builds something, Cisco helps publicize it
‒ Cisco doesn’t certify or endorse any particular partner product
 None of the following integrations are sold directly from Cisco
BRKCCT-1031
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b+s Connects
 Web 2.0
 Out of the box plug & play Cisco voice CTI
and/or multi-channel
 Multi-channel in Cisco Finesse
 Voice CTI & multi-channel in CRM
applications
 Enables UCCE routing of non-voice
channels
 Email
 Chat
 SMS
 Tickets / Work-items
BRKCCT-1031
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Bucher + Suter Connects
 ‘Plug and Play’ - Open Social gadget
 Portable Multi-Channel and Voice CTI control
 ‘Finesse services’ based integration for voice CTI
 Supported on MAC
Finesse
and Windows
platforms
Web Containers
CRM
CTI
BRKCCT-1031
© 2012 Cisco and/or its affiliates. All rights reserved.
CTI
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Calabrio ONE Finesse Gadget
BRKCCT-1031
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Upstream Works for Finesse
Context based, multichannel interaction handling
Business Interaction Management to capture, use and analyze interactions
Freely combine Finesse and Upstream APIs to build rich, content driven gadgets
Included gadgets:
Multichannel work queue
Interaction capture and history
Marquee
Email client
Real time supervisor/agent view
Analytics for agent, customer, and
business
BRKCCT-1031
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2Ring WRAP-UP FORMS
 Collect data
‒ Have agents collect reliable info
on inbound and outbound calls in
your contact center using webbased forms
 Save time
‒ Start filling out a form on call’s
arrival, don’t wait until call ends
 Empower supervisors
‒ Create and modify forms with
ease
BRKCCT-1031
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Cisco Developer Network Marketplace
http://marketplace.cisco.com
 Finesse
Integrations
 Data Sheets,
Videos, Product
Information
 Customer Reviews
 Downloads
BRKCCT-1031
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Additional Information
http://www.cisco.com/go/finesse
 Install & Administration
guides
 SW downloads
 OVA templates
 Release Notes
http://www.cisco.com/go/srnd
 Finesse is included in the
CCE SRND
 Sizing, Bandwidth, and
Deployment specification
BRKCCT-1031
© 2012 Cisco and/or its affiliates. All rights reserved.
http://docwiki.cisco.com/wiki/Main_Page
 Server virtualization details
 System compatibility
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46
Q&A
BRKCCT-1031
© 2012 Cisco and/or its affiliates. All rights reserved.
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