Agent - Cisco Communities

Report
EIM/WIM Architecture & Design
Goran Selthofer
Cisco TAC
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
1
• Deployment Overview
Virtualization
Components & Services
• Email & Chat Task Routing
Standalone
Integration with CCE
Exception Queue
• Media Blender
Callback
• Sizing & Best Practices
Preferred “Sticky” Agent
Understanding Handle Time  Moved to Appendix
• What’s New in 9.0(2)
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
2
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
3
• Bare-metal deployments still supported, but not recommended
SRND ONLY for bare-metal server hardware requirements
• Virtualized Hardware
Virtualized deployments always follow the DocWiki’s hardware requirements:
http://docwiki.cisco.com/wiki/Virtualization_for_Unified_Email_Interaction_Manager_-_Web_Interaction_Manager
UCS Tested Reference Configuration (TRC)
Specs-based 3rd party on Intel Xeon
• Virtualized Deployments
VMware ESXi 5.0 Hypervisor
Pre-sized OVA templates for all size deployments, small to large
http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Downloads_
(including_OVA/OVF_Templates)#Cisco_Unified_Email_Interaction_Manager_
and_Web_Interaction_Manager
© 2013 Cisco and/or its affiliates. All rights reserved.
VMware ESXi
Cisco Confidential
4
4
Application, OVA Capacity and Notes+Download Link
EIMWEIMWIM_Template_4_v9.0.ova
Deployed Template Name:
CUEIM-WIM_CIM9_4
Deployment Option:
200 agents - Chat only or
200 agents - Email and Chat
EIMWIM_Template_5_v9.0.ova
Deployed Template Name:
CUEIM-WIM_CIM9_5
Deployment Option:
250 Agents - Email and Chat or
120 Agents - BC and CallBack
Contents
No of VM's to deploy of
each component
vCPU
vDisk
vRAM/Memory
All components
except web
1
8
1 x 80GB
16 GB
1
1
1 x 80GB
1 GB
Web Server
File Server
Messaging Server
Application Server
Web Server
Services Server
1
1
1
1
1
2
2
2
1
2
Database Server
1
2
1:1
App:Web
EIMWIM_Template_9_v9.0.ova
Deployed Template Name:
CUEIM-WIM_CIM9_9
Deployment Option:
1250 Agents - Email and Chat or
600 Agents - BC and CallBack
© 2013 Cisco and/or its affiliates. All rights reserved.
1 x 80GB
1 x 80GB
1 x 80GB
1 x 80GB
1 x 80GB
1 x 80 GB for OS and
1 x 150 GB for DB
2 GB
2 GB
2 GB
1 GB
4 GB
4 GB
File Server
1
2
1 x 80GB
2 GB
Messaging Server
1
2
1 x 80GB
2 GB
Application Server
Web Server
Services Server
5
5
1
2
1
2
2 GB
1 GB
8 GB
Database Server
1
8
1 x 80GB
1 x 80GB
1 x 80GB
1 x 80 GB for OS and
1 x 438 GB for DB
16 GB
Cisco Confidential
5
• Reduced the overall number of supported configurations in SRND
Less confusion in the field
Less .OVA templates to consider
• Addressed gaps with port requirements for EIM WIM components
Supported Configurations:
• < = 200 standardized agents
Use LITE Configuration
• > 200 and < = 250 standardized agents
Use 1 Web/App Fully Distributed Configuration
• > 250 and <= 1250 standardized agents
CPU and RAM will remain the same as that for the 1250 configuration
Only # of Web/App Server will vary for every 250 increment (e.g., 500 = 2, 750 = 3, 1000 = 4, 1250 = 5)
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
6
The Cisco DocWiki provides solution reference network design and
sizing requirements for EIM/WIM in a virtualized environment.
TRUE
The traditional PDF-based SRND is to be used for bare-metal deployments only.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
7
Messaging
Server
Windows
Services
Server
Windows
Application
Server
Web
Server
Windows
Windows
File
Server
Windows
Database
Server
Windows
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
8
Server
Purpose
Operating System
Components
Scaling
Database Server
Stores EIM/WIM
Configuration,
Reporting, System
Data, Attachments
Microsoft Windows 2008
R2, 64 bit, Enterprise or
Standard
Microsoft SQL
Server 2008 R2, 64
bit, Enterprise or
Standard;
Microsoft SQL Server
Clustering Supported
File Server
Stores Web,
Configuration, Data
Files
Microsoft Windows 2008
R2, 64 bit, Enterprise or
Standard
Standard UNC File
Share
1 in Deployment
Services Server
Runs all ‘Services’,
each with one to many
‘Instances’
Microsoft Windows 2008
R2, 64 bit, Enterprise or
Standard
Microsoft SQL
Server JDBC Driver
v3.0; JDK 1.7
(Update 2+)
1 in Deployment
Application
Server
JSP/Servlet Engine &
Enterprise JavaBean
Container; Core
Business Logic
Microsoft Windows 2008
R2, 64 bit, Enterprise or
Standard
Microsoft SQL
Server JDBC Driver
v3.0; JBoss 7.1.2;
JDK 1.7 (Update 2+)
Up to 5 Web/Application
Server Pairs
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
9
Server
Purpose
Operating System
Components
Scaling
Messaging
Server
Manages
Asynchronous
Communication
between Server Side
Components and the
User (Agent/Customer)
Interface
Microsoft Windows 2008
R2, 64 bit, Enterprise or
Standard
JBoss 7.1.2; JDK
1.7 (Update 2+)
1 in Deployment
Web Server
Serves Static Content
to Web Browsers
Microsoft Windows 2008
R2, 64 bit, Enterprise or
Standard
Microsoft IIS 7.5
Up to 5 Web/Application
Server Pairs
User Desktop
Allows Access to Agent,
Supervisor,
Administrator, or
System Consoles
Microsoft Windows XP
(SP3+); Microsoft
Windows Vista (SP2+);
Microsoft Windows 7
Internet Explorer 7.0
or 8.0 or 9.0, Java
JRE 1.6u30+ or 1.7
with “Allow insecure
versions” option
1 per Agent
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
10
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
11
• EIM/WIM uses an open-source Application server and servlet engine
requires
• EIM/WIM Services also require
© 2013 Cisco and/or its affiliates. All rights reserved.
Development Kit
Development Kit
Cisco Confidential
12
Server
Cisco Service
JBoss
JDK
Java Processes
Web Server
No
No
No
n/a
Application Server
Yes
Yes
Yes
1 Java.exe
Services Server
Yes
No
Yes
> 4 Java.exe*
> 12 Javaw.exe*
Messaging Server
Yes
Yes
Yes
1 Java.exe
Database Server
No
No
No
n/a
File Server
No
No
No
n/a
Varies depending
on number of
EIM/WIM services
enabled
• An EIM/WIM Service is called a process in the system Admin UI.
• Each process maps to a Java.exe or Javaw.exe process on the Services server.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
13
• IIS Web Server – Access point for agents, administrators, and chat customers
Serves sessions to JBoss Application Server (“passthrough”)
• Corporate mail server
Exchange, Lotus, etc. NOT EIM!
• Retriever – “Retrieves” incoming emails from corporate mail server
POP3 or IMAP protocols
• Dispatcher – “Dispatches” outgoing emails to corporate mail server
SMTP or ESMTP protocols
• Workflow (Rules-Engine) – Processes incoming emails and routes to queues
• Agent Assignment – Assigns CHAT activities in queue to available agents
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
14
Messaging
Server
Windows
Services
Server
Windows
Application
Server
Web
Server
Windows
Windows
File
Server
Windows
Database
Server
Windows
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
15
1)
2)
3)
4)
5)
Retrieved from IMAP/POP3
Case created in DB: [#12345]
Inbound Workflow applied
Routed to Queue
Assigned to Agent
Messaging
Server
Windows
Services
Server
RX / DX
Windows
Application
Server
Web
Server
Windows
Windows
File
Server
Windows
Database
Server
Windows
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
16
• Entry Point – Interface used by customers to enter chat queue
Fields can be customized and used in routing variables
Email address collected by default for post-chat transcript
• Web Server must reside in DMZ for customer access
Agent sessions can share the same Web Server
This is also done when agents will access over the internet (i.e. outsourcer)
Typically deployed on a dedicated server, i.e. UCS C220M3 or old MCS
Web
Server
Windows
• Alternatively, can deploy a second Web/App Server pair
within the corporate firewall
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
17
Messaging
Server
Windows
Services
Server
RX / DX
Windows
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
18
1)
2)
3)
4)
Customer Entry Point
Case created in DB: [#67890]
Routed to Queue
Assigned to Agent
Messaging
Server
Windows
Services
Server
RX / DX
Windows
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
19
Q2. Which of the following components does NOT need
to be installed on the EIM/WIM Application Server?
A. Microsoft SQL Server JDBC Driver
B. JBoss
C. Internet Information Services (IIS)
D. Java Development Kit (JDK)
IIS should only be installed on the Web Server.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
20
EIM can function as its own email server. Customers can optionally
integrate EIM with an existing corporate mail server, such as Exchange
or Lotus.
FALSE
An external corporate mail server that supports IMAP/POP3 and SMTP is required (even Gmail
can be used). EIM is not its own email server!
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
21
Q4. Which is the correct task flow for standalone emails?
A.
Retriever
Inbound
Workflow
Create
Case
Route to
Queue
Assign to
Agent
B.
Retriever
Create
Case
Inbound
Workflow
Route to
Queue
Assign to
Agent
C.
Internet
Magic
Assign
to Agent
D.
Entry
Point
Inbound
Workflow
Create
Case
Route to
Queue
Assign to
Agent
E.
Entry
Point
Create
Case
Inbound
Workflow
Route to
Queue
Assign to
Agent
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
22
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
23
• Data Access Layer (DAL) – JDBC/ODBC access to CCE AWDB
Agent authentication
Integrated objects (Primary/Secondary CTI Server address, MRDs, Routing Scripts, etc)
• External Agent Assignment Service – Request routing instructions from MR PIM
MR PIM passes request to CCE Router, which runs Routing Script and returns destination agent
EAAS replaces AAS from Standalone routing
• Listener – Communicates agent availability to CTI Server
Distinguishes Ready/Not Ready for Email/Chat
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
24
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
25
MRD
1
Application
Instance
EIM/WIM User
MediaClass
MRD
X
SG 1
UCCE Agent
EIM/WIM User Group
EIM/WIM Q1
MRD
2
Application Path
For Agent PG
Peripheral – MRD1
Peripheral – MRD2
…
SG2
MRD
ScriptSelector 1
SGX
EIM/WIM Q2
© 2013 Cisco and/or its affiliates. All rights reserved.
ScriptSelector 1
Cisco Confidential
26
UCCE Agent
EIM/WIM
User
UCCE Skill
Group
EIM/WIM
Groups
UCCE MRD +
Script Selector
Pair
EIM/WIM
Queue
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
27
• EIM/WIM Logs Referencing ICMAgentID are Actually Referring to Agent’s SkillTargetID
• EIM/WIM also Stores a Local AgentID
• Integrated Agents have both, Standalone Agents have EIM/WIM AgentID
• System Administrator (pa/sa) are essentially Standalone Users
EIM/WIM Database
© 2013 Cisco and/or its affiliates. All rights reserved.
ICM Database
Cisco Confidential
28
Messaging
Server
Windows
Call
Server
Services
Server
Windows
RX / DX
Windows
DAL
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Data
Server
AWDB
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
29
Messaging
Server
Windows
Call
Server
Services
Server
Windows
1) Retrieved from IMAP/POP3
2) Case created in DB: [#12345]
3) Inbound Workflow applied
RX / DX
Windows
DAL
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Data
Server
AWDB
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
30
Messaging
Server
Windows
MR PIM
Call
Server
CTI Svr
Windows
EAAS
Listener
1)
2)
3)
4)
5)
Retrieved from IMAP/POP3
Case created in DB: [#12345]
Inbound Workflow applied
Sent to ICM Routing Script
Assigned to Agent
Services
Server
RX / DX
Windows
DAL
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Data
Server
AWDB
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
31
Messaging
Server
Windows
MR PIM
Call
Server
CTI Svr
Windows
EAAS
Listener
Services
Server
RX / DX
Windows
1)
2)
3)
4)
Customer Entry Point
Case created in DB: [#12345]
Sent to ICM Routing Script
Assigned to Agent
DAL
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Data
Server
AWDB
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
32
EIM/WIM Component
CCE Component
External Agent Assignment Service
Admin Workstation DB
Data Access Layer
Media Routing (MR) PIM
Listener Service
CTI Server
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
33
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
34
• EIM Standalone Queue that serves as a bucket for all emails meeting
certain conditions:
Delivery Exceptions – Rudimentary spam filter (sender or subject line filter)
System routing failures – No active inbound workflow, CCE script error, etc.
• Integrated agents cannot access standalone queues
Only Standalone users or Integrated users with the Administrator role
• Depending on the failure, some emails can be transferred to the Integrated Queue
EIM will NOT request CCE routing instructions for Delivery Exception emails
Transferring these emails to integrated queues gives the misconception that emails are “stuck in queue”
Administrators must handle these emails, or create an Alarm Workflow to automatically handle them
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
35
• Inbound Workflows run when an activity initially enters the system;
Alarm Workflows run periodically (hourly, daily, weekly, etc)
• Alarm workflows can process activities in the system and perform actions such as
notifications, escalations, reassignments, etc. depending on the specified conditions.
Each deployment comes with an out-of-the-box "Exception Queue Alarm Workflow" that notifies
administrators of activities pending in the exception queue.
• An Alarm Workflow can be created to automatically handle Delivery Exception emails in the
Exception Queue
In this example, we simply
mark them as Complete.
• Step-by-Step: http://docwiki.cisco.com/wiki/Exception_Queue_Email#Automatic_Handling
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
36
The Exception Queue is a standalone queue that integrated users can
only access via the Administrator role.
TRUE
The Administrator Role is the only stock role with the necessary permissions to access messages
in the Exception Queue.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
37
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
38
• Provides Web Callback capability
Acts as an Event Bus, Sharing Software Events between WIM and CCE
• Web Callback – Customer requests voice call through web form
Can be immediate (pending agent availability) or delayed for a user-specified period of time
• Blended Collaboration deprecated starting in 9.0(2).
CMB no longer used by EIM/WIM. All references removed from UI.
CMB will still ship with EIM/WIM media but will only be used by CCE for Web/Scheduled Callback feature
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
39
Server
Purpose
Operating System
Components
Scaling
Cisco Media
Blender
Event Bus between
WIM and UCCE
Microsoft Windows 2003
(SP2 +), 32 bit,
Enterprise or Standard
Apache Tomcat
5.5.28; JDK 1.6
(Update 17+)
1 in Deployment
• Do not install on Agent PG – conflict with Java/JTAPI
• CMB Version 7.1.3 used in 4.4(1) and 9.0
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
40
• Entry Point – Interface used by customers to submit request
Fields can be customized and used in routing variables
Phone Number used for Callback
• Blender API – Intermediary between Listener and CTI Server
Calls are placed directly from the agent’s CTI desktop when available
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
41
Messaging
Server
Windows
MR PIM
Call
Server
CTI Svr
EAAS
Windows
Listener
Services
Server
RX / DX
Windows
Media
Blender
DAL
Windows
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Data
Server
AWDB
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
42
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
43
• All sizing limits assume agents handle 1 concurrent chat and up to 12 emails per hour
Most customers want agents to multitask with multiple activities (5 chats) and higher productivity (20 emails)
More concurrent tasks per agent = Less concurrent agents supported in the deployment!
• SRND:
• Must use Standardized Agent calculations when sizing a deployment
More Standardized Agents
=
More Application Server /
Web Server pairs
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
44
1400
Actual Agent Count
1200
SRND Agent Count
1000
100 Stand. Agents
200 Stand. Agents
250 Stand. Agents
500 Stand. Agents
750 Stand. Agents
1000 Stand. Agents
1250 Stand. Agents
800
600
400
200
0
1 Concurrent
Chat
2 Concurrent
Chats
3 Concurrent
Chats
4 Concurrent
Chats
5 Concurrent
Chats
• Each chat session is essentially counted as another agent session.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
45
• Concurrent Task Limit set on a per queue, per agent basis
• Consistent across the MRD. When an agent belongs to multiple skill groups from the
same MRD, the highest Concurrent Task Limit is used for ALL skill groups/queues
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
46
• Max Task Limit for media type set in CCE MRD “Max Calls in Queue”
5000 for all media types in 4.x, 15,000 for email in 9.x
CCE will not allow more activities to be queued, will trigger routing failure
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
47
• Database Growth
Incoming & Outgoing Email Volume per Month
Average Size of Each Email (KB)
Excludes attachments
Computational Growth Rates Published in EIM/WIM SRND
Number & Size of Email Attachments for Incoming & Outgoing Emails
• File Server Growth
Rate of Growth of Log Files
Computational Growth Rates Published in EIM/WIM SRND
• Future Agent Growth
Requires Discussion with Customer
• Future Redundant Components
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
48
Each process contains one to many
instances.
Only the System Administrator has access
to the processes.
Allows individual lines of business to control
their own instances without impacting
others.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
49
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
50
• Set Process start type to “On Demand.” Process will start when an instance requires it.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
51
• Automatic Instance startup requires no manual intervention on system restart
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
52
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
53
• Maintain single agent through life of customer case
Establishes consistency and relationship between customer and agent
Wait specified time, then release to any available agent
Example script:
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
54
• Create UCCE Enterprise Skill Group
• Create UCCE Enterprise Route
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
55
• Emails queue only when agent is logged in, or wait some time (weekend) until they do log in
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
56
• Enable Personalized activity assignment in EIM/WIM Administration Console
Administration > Partition: default > Settings > Department > Department Setting Groups > Attributes tab
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
57
• Route Request sent with Preferred Agent’s Skill Target ID (STID)
15:19:19 Trace: Application->PG:
Message = NEW_TASK; Length = 78 bytes
DialogueID = (2) Hex 00000002
PreferredAgent = (5030) Hex 000013a6
ECC Variable Name: user.cim.activity.id
Value: 2757
• Routing Instructions sent, task destined for Preferred Agent as requested
15:19:19 Trace: PG->Application:
Message = DO_THIS_WITH_TASK; Length = 90 bytes
DialogueID = (2) Hex 00000002
Agent = (5030) Hex 000013a6
AgentInfo: 1002
ECC Variable Name: user.cim.activity.id
Value: 2757
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
58
Emails queued to ‘Queue to Agent’
will not count as queued to skill
group for skill group reporting
Call Type variables to count
emails queued to a particular
script
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
59
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
60
Browser
OS
Agent
Customer
IE 8, 9, 10
XP SP3, Vista, Windows 7
√
√
Firefox 3 and higher
XP SP3, Vista, Mac OS 10.4, 10.5, 10.6
√
Safari 4 and higher
Mac OS 10.4, 10.5, 10.6
√
Chrome 5 and higher
All OS’s that Chrome is compatible with
√
Opera 9 and higher
All OS’s that Opera is compatible with
√
Finesse 9.1(1), 10
See System Requirements Guide for
Finesse, for compatible OS’s
© 2013 Cisco and/or its affiliates. All rights reserved.
√
Cisco Confidential
61
• Effective with the 9.0(2) release
• Blended Collaboration (BC) is a unique use case:
Not the same as Universal Queue, but only a small subset of it.
Not the same as Web/Scheduled Callback.
Mainly allows Voice Call and Page Sharing to happen in parallel.
• No measurable adoption of BC among existing customers
Complexity around BC and Cisco Media Blender (CMB) configuration
Limitations with CMB failover and redundancy
• Alternative Options to using BC for EIM WIM customers:
Voice + eGain Cobrowse (through Professional Services engagement)
Future plans exist to support “Chat to Voice escalation”
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
62
• Agents are now able to continue handling emails that were present in the Main Inbox
prior to being routed a voice call.
• Department Level Setting
 0 => Voice interrupts new and existing emails (default behavior)
 1 => Voice interrupts new emails only (multitasking enabled for existing emails)
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
63
• Agents are now able to continue handling emails that were present in the Main Inbox
prior to being routed a voice call.
• Department Level Setting
 0 => Voice interrupts new and existing emails (default behavior)
 1 => Voice interrupts new emails only (multitasking enabled for existing emails)
• What happens at the System Level?
 0 => EIM WIM accepts incoming AGENT_INTERRUPT_ADVISORY event from CTI
 Inbox/Reply buttons in the EIM WIM agent console are disabled
 UCCE will not assign new emails/chats until phone call is completed
 1 => EIM WIM rejects incoming AGENT_INTERRUPT_ADVISORY event from CTI
 Inbox/Reply buttons in the EIM WIM agent console continue to be function
 Agent can send/complete existing emails
 UCCE will not assign new emails/chats until phone call is completed
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
64
Active Voice Call
Ability to Handle
Existing Emails
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
65
• SolutionsPlus (S+) is a new Cisco/eGain offering
• S+ runs in parallel with the EIM/WIM OEM offering (different SKU)
OEM is chat/email, optional customizations. eGain S+ is full eService suite
• S+ brings “additional” eGain products into the Cisco channel, with UCCE & Finesse
Integration
 eGain Mail & Chat
(identical to Unified EIM/WIM)
 eGain Offers
 eGain Video Chat
 eGain Cobrowse
 eGain Chatbot
 eGain Knowledge
 eGain Web Self Service
 eGain ClickToCall
 eGain Community
 eGain Social (in Phase 2)
 eGain CallTrack (in Phase 2)
• For more information: http://www.egain.com/ciscosolutionsplus/
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
68
AND TACTICAL FIXES CREATE CHAOS
50
Tactical customer experience
projects running at one time at
an eGain client!
© 2013 Cisco and/or its affiliates. All rights reserved.
69
Cisco Confidential
69
ABOUT EGAIN
WHAT WE DO
Multichannel Customer Engagement
Interactive sales
Multichannel service
Knowledge management
Trusted cloud solutions
WHO WE ARE
Founded in 1997
Global CRM web Customer Service leader
Offices in USA, EMEA and APAC
© 2013 Cisco and/or its affiliates. All rights reserved.
70
Cisco Confidential
70
• Deployment options and relevant sizing
• Services and key components
Email & Chat
CCE Integration
Web Callback
• Sizing and Best practices
• Troubleshooting Training delivered to global TAC, AS, HTTS, PDI:
http://docwiki.cisco.com/wiki/EIM/WIM_4.3(x)_Troubleshooting_Training
• Cisco EIM/WIM Documentation
http://www.cisco.com/en/US/products/ps7236/tsd_products_support_series_home.html
• Cisco Support Forum for Contact Center
https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
71
Warning!
Logs
Ahead!
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
72
Key Differences from Voice:
• Email/Chat Media Routing Domains (MRD)
A collection of skill groups and services associated
with a specific communication channel.
Email
MRD
Sales
Support
Billing
– UCCE Scripting and Media Routing Guide
• Concurrency
How many tasks can an agent handle in an MRD?
• Interruptibility
Can one task be interrupted by another task?
Concept of “Available” vs. “ICM Available”
I.E. Agent “Available” for email but not “ICM Available”
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
73
• Problem Statement: Agent Productivity confusion.
• Business Impact: Agents paid based on activity efficiency. Reported numbers are
unclear to supervisors.
• Versions:
CCE 9.0(3)
EIM/WIM 9.0(1)
• Troubleshooting Performed:
Verified interruptibility settings for Chat and Email MRDs are correct.
Verified concurrent task limits defined in EIM/WIM.
Paid attention to this crash course!
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
74
© 2013 Cisco and/or its affiliates. All rights reserved.
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Cisco Confidential
75
© 2013 Cisco and/or its affiliates. All rights reserved.
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Cisco Confidential
76
© 2013 Cisco and/or its affiliates. All rights reserved.
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Cisco Confidential
77
© 2013 Cisco and/or its affiliates. All rights reserved.
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Cisco Confidential
78
© 2013 Cisco and/or its affiliates. All rights reserved.
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Cisco Confidential
79
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Interrupted!
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
80
© 2013 Cisco and/or its affiliates. All rights reserved.
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Cisco Confidential
81
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Interrupted!
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
82
Media Routing Domain
Email
Chat
Concurrent Task Limit
3
2
Interrupted!
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
83
• External Agent Assignment Service
GED-125
MR PIM
18:38:19:693 pg2A-pim2 Trace: Application->PG:
Message = NEW_TASK; Length = 102 bytes
DialogueID = (10) Hex 0000000a
SendSeqNo = (1) Hex 00000001
18:38:19:693 pg2A-pim2 Trace: PG->Application:
MRDomainID = (5003) Hex 0000138b
Message = DO_THIS_WITH_TASK; Length = 121
PreviousTask = -1:-1:-1
bytes
PreferredAgent = Undefined
DialogueID = (10) Hex 0000000a
Service = (0) Hex 00000000
SendSeqNo = (1) Hex 00000001
CiscoReserved = (0) Hex 00000000
IcmTaskID = 150083:310: 1
Router CallKey
ScriptSelector: 8000
SkillGroup = (5036) Hex 000013ac
ECC Variable Name: user.cim.activity.id
Service = Undefined
Value: 1372
Agent = (5003) Hex 0000138b Agent STID
AgentInfo: 1003
EIM/WIM AgentID
Label:
ECC Variable Name: user.cim.activity.id
• MR PIM Finished!
Value: 1372
© 2013 Cisco and/or its affiliates. All rights reserved.
MR
PG
Agent
PG
Cisco Confidential
84
• Listener
GED-188
CTI Server
• Pre-Call Indicator, Links The RouterCallKey & DialedNumber
18:38:19:693 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument= RouterCallKey=150083 310
NetworkTargetID=0
18:38:19:709 cg1A-ctisvr Trace: SvSkTargID=-1(-1) SkGroupSkTarID=5036(531)
18:38:19:709 cg1A-ctisvr Trace: AgSkTargID=5003 ANI= CED=
18:38:19:709 cg1A-ctisvr SESSION 2: MsgType:AGENT_PRE_CALL_EVENT (MonitorID:0 NumNamedVariables:2
NumNamedArrays:0 ServiceNumber:N/A
18:38:19:709 cg1A-ctisvr SESSION 2:
ServiceID:N/A SkillGroupNumber:531 SkillGroupID:5036
SkillGroupPriority:0 MRDID:5003
18:38:19:709 cg1A-ctisvr SESSION 2:
AgentInstrument:"" RouterCallKeyDay:150083 RouterCallKeyCallID:310
18:38:19:709 cg1A-ctisvr SESSION 2:
RouterCallKeySequenceNum:1 DialedNumber:"8000" )
Agent
PG
• Indicators are generally sent from an integrated application
EXCEPT DEVICE_TARGET_PRE_CALL_IND which is sent from Router.
• Events are calculations that occur within OPC for interval reporting
& All Event Clients
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
85
• Listener
GED-188
CTI Server
• Email Offered & Started
18:38:19:724 cg1A-ctisvr SESSION 3: MsgType:OFFER_TASK_IND (InvokeID:0x2c767 MRDID:5003 ICMAgentID:5003
18:38:19:724 cg1A-ctisvr SESSION 3:
TaskID:150083/310/1ARMSkillGroupID:5036 ARMServiceID:N/A )
18:38:19:724 cg1A-ctisvr Trace: OFFER_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:38:19:724 cg1A-ctisvr Trace:
TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID=5036
18:38:19:724 cg1A-ctisvr Trace:
ServiceID=5617416 ApplicationRouted
Agent
PG
18:38:25:537 cg1A-ctisvr SESSION 3: MsgType:START_TASK_IND (InvokeID:0x2c768 MRDID:5003 ICMAgentID:5003
18:38:25:537 cg1A-ctisvr SESSION 3:
TaskID:150083/310/1ARMSkillGroupID:5036 ARMServiceID:N/A )
18:38:25:537 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:38:25:537 cg1A-ctisvr Trace:
TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID=5036
18:38:25:537 cg1A-ctisvr Trace:
ServiceID=5617416 ApplicationRouted
• Handle Time Starts Counting
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
86
• Listener
GED-188
CTI Server
• Agent “Active” In Multimedia SG
18:38:25:537 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig=
18:38:25:537 cg1A-ctisvr Trace: SGState=ACTIVE SGDuration=0 OverallState=ACTIVE OverallDuration=0 Reason=-1
18:38:25:537 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=1
ICMAgentID=5003
18:38:25:537 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1
ClientStatus=0x0
Agent
PG
• Agent Can Still Receive A Second Task
NumTasks=1, MaxTaskLimit=2
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
87
• Listener
GED-188
CTI Server
• Agent Gets Second Email (Pre_Call, Offer) and Reads It
Handle Time “pauses” for original email and starts for new email
18:40:33:632 cg1A-ctisvr Trace: PAUSE_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:33:632 cg1A-ctisvr Trace:
TaskID=150083:310:1 ICMAgentID=5003 Reason=5000
18:40:33:647 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:33:647 cg1A-ctisvr Trace:
TaskID=150083:311:1 ICMAgentID=5003 SkillGroupID=5036
18:40:33:647 cg1A-ctisvr Trace:
ServiceID=5617416 ApplicationRouted
Agent
PG
• Second Email Completed, Original Email Resumed
18:40:39:929 cg1A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:39:929 cg1A-ctisvr Trace:
TaskID=150083:311:1 PreviousTaskID=-1:-1:-1
18:40:39:929 cg1A-ctisvr Trace:
ICMAgentID=5003
18:40:42:788 cg1A-ctisvr Trace: RESUME_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:42:788 cg1A-ctisvr Trace:
TaskID=150083:310:1 ICMAgentID=5003 Reason=5000
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
88
• Listener
GED-188
CTI Server
• Original Email Interrupted By Chat
18:40:49:710 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ADVISORY_EVENT (InvokeID:0x2
MRDID:5001 InterruptingMRDID:5002 ICMAgentID:5003 )
18:40:49:710 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ADVISORY_EVENT (InvokeID:0x2
MRDID:5003 InterruptingMRDID:5002 ICMAgentID:5003 )
• What are these MRDs? Where can we find their names?
Agent
PG
USE bxb_awdb select * from t_Media_Routing_Domain
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
89
• Listener
GED-188
CTI Server
MRD
ID
Media
5001
Outbound
Email
5002
Chat
5003
Inbound
Email
• Agent Reserved For Chat SG; Interrupted For Email SG
18:40:49:710
18:40:49:710
18:40:49:710
18:40:49:710
cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig=
cg1A-ctisvr Trace: SGState=RESERVED SGDuration=0 OverallState=RESERVED OverallDuration=0 Reason=-1
cg1A-ctisvr Trace: MRDID=5002 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AgtAvailStatus=0 ICMAgentID=5003
cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x21d SkGrpID=5039 NumLines=0 CurLine=-1 ClientStatus=0x0
18:40:49:725 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ACCEPTED_IND (InvokeID:0x2 MRDID:5001 ICMAgentID:5003 )
18:40:49:725 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ACCEPTED_IND (InvokeID:0x2 MRDID:5003 ICMAgentID:5003 )
18:40:49:725
18:40:49:725
18:40:49:725
18:40:49:725
Agent
PG
cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig=
cg1A-ctisvr Trace: SGState=INTERRUPTED SGDuration=0 OverallState=INTERRUPTED OverallDuration=0 Reason=0
cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=0 ICMAgentID=5003
cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0
• Offer, Start, End Task Indicators/Events and
state transitions mimic Email
• Note: Handle time for chat increments for all running sessions.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
90
• How Can a Failure Event Be Mapped to a Task/Activity?
18:38:19:693 pg2A-pim2 Trace: PG->Application:
Message = NEW_TASK_FAILURE_EVENT; Length = 12 bytes
DialogueID = (10) Hex 0000000a
SendSeqNo = (1) Hex 00000001
ReasonCode = (209) Hex 000000d1
• Use DialogueID to Correlate
18:38:19:693 pg2A-pim2 Trace: Application->PG: 18:38:19:693 pg2A-pim2 Trace: PG->Application:
Message = NEW_TASK; Length = 102 bytes
Message = DO_THIS_WITH_TASK; Length = 121 bytes
DialogueID = (10) Hex 0000000a
DialogueID = (10) Hex 0000000a
SendSeqNo = (1) Hex 00000001
MRDomainID = (5003) Hex 0000138b
PreviousTask = -1:-1:-1
PreferredAgent = Undefined
Service = (0) Hex 00000000
CiscoReserved = (0) Hex 00000000
ScriptSelector: 8000
ECC Variable Name: user.cim.activity.id
Value: 1372
SendSeqNo = (1) Hex 00000001
IcmTaskID = 150083:310: 1
SkillGroup = (5036) Hex 000013ac
Service = Undefined
Agent = (5003) Hex 0000138b
AgentInfo: 1003
Label:
ECC Variable Name: user.cim.activity.id
Value: 1372
© 2013 Cisco and/or its affiliates. All rights reserved.
MR
PG
Agent
PG
Cisco Confidential
91
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
92
• Symptoms
Crash of service/process associated with Retriever and Listener while retrieving large emails/attachments into the system.
• Steps to reproduce
N/A (cannot easily be reproduced in a lab)
• Steps to resolve (for the TAC Participants)

To increase the JVM heap size in EIM WIM 9. Execute following query on Active database and restart respective process and instance.

INSERT INTO EGPL_CONFIG_PROPERTY VALUES ('egpl_dsm.xml', 'JVMParams.<process_name_as_appears_on_UI>','-Xmx256m',
null)
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
93
• Symptoms
After completing EIM WIM 9 installation, Listener/EAAS instance are stuck in a connecting state. Integrated users, queues, and user groups
are not visible in the administration console.
• Steps to reproduce
N/A (cannot easily be reproduced in a lab but faced by a few customers.
• Steps to resolve (for the TAC Participants)

In egpl_ds_connpool_map.xml, AW database (AW DB) information may not be updated.

To resolve this issue, take a backup of eservice.ear and configuration.zip.

Delete eservice.ear at the following location on the application server

<INSTALLDIR>:\jboss-as-7.1.2.Final\standalone\deployments\eService.ear

Update the changes for AW DB server name, port, username, password, etc, in egpl_ds_connpool_map.xml available in eservice.ear
and configuration.zip.

Restart Cisco Service on all the servers.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
94
• Symptoms
If a user has permission on multiple queues that map to the same MRD, with different concurrent task limits, agents tend to receive more
activities than expected.
• Steps to reproduce
If the agent has permission on multiple queues, the maximum concurrent task limit when logging in would assume the value of the highest
across all queues.
• Steps to resolve (for the TAC Participants)
 Concurrent task limit of an agent per MRD is defined as the maximum number of concurrent activities that an agent can work on in that
MRD. The agent concurrent task limit is set at the queue level in EIM WIM (default = 1). If this concurrent task limit is met, the agent will
be unavailable for future assignment, until the agent load is lesser than the agent’s concurrent task limit.
 Ensure that the agent concurrent task limit is high enough to ensure that the agent is able to work on that many number of activities
concurrently per MRD.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
95
• Symptoms
Unable to install web/application server
• Steps to reproduce
 Install a new web/application server, so as to add it to an active deployment.
 Remove Cisco Service from that extra web/application server with standard procedures of removing a service from the windows services
panel.
 Try installing the web/application again on same VM, and this will reproduce the issue.
• Steps to resolve (for the TAC Participants)
Duplicate entries were removed from EGPL_DSM_HOST and EGPL_DSM_HOST_MONITOR tables, after which the installation of the
web/application server succeeded.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
96
• Symptoms
Application does not display logo in the signature.
• Steps to reproduce
Create article from KB console and insert image into it
Now use this article macro in the signature
In the agent console, logo is not rendered in the signature
• Steps to resolve (for the TAC Participants)
Based on product behavior, an image cannot be embedded directly as a logo in the signature. In order to do this, the image should be copied
to a shared location that is publicly accessible, and the URL to it must be used in the signature. Plans exist to address this in a future product
release.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
97
Thank you.
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
99
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
100
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
101
Messaging
Server
Windows
MR PIM
Call
Server
CTI Svr
EAAS
Windows
Listener
Media
Blender
DAL
Services
Server
RX / DX
Windows
DAL
Windows
Application
Server
Web
Server
Windows
Windows
File
Server
Internet Agent
Connections
Windows
Data
Server
AWDB
Windows
Database
Server
Application
Server
Web
Server
Windows
Windows
Windows
Local Agent Connections
© 2013 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
102

similar documents