2Agenda Deployment Overview Email & Chat Task Routing Media Blender VirtualizationComponents & Services& Chat Task RoutingStandaloneIntegration with CCEException QueueMedia BlenderCallbackSizing & Best PracticesPreferred “Sticky” AgentUnderstanding Handle Time Moved to AppendixWhat’s New in 9.0(2)
3Deployment OverviewModule intended to give a high level overview
4Platform Bare-metal deployments still supported, but not recommended SRND ONLY for bare-metal server hardware requirementsVirtualized HardwareVirtualized deployments always follow the DocWiki’s hardware requirements:UCS Tested Reference Configuration (TRC)Specs-based 3rd party on Intel XeonVirtualized DeploymentsVMware ESXi 5.0 HypervisorPre-sized OVA templates for all size deployments, small to large(including_OVA/OVF_Templates)#Cisco_Unified_ _Interaction_Manager_ and_Web_Interaction_ManagerExplain what an OVA isVMware ESXi
5Example OVA Template Sets Application, OVA Capacity and Notes+Download LinkContentsNo of VM's to deploy of each componentvCPUvDiskvRAM/MemoryEIMWEIMWIM_Template_4_v9.0.ovaDeployed Template Name:CUEIM-WIM_CIM9_4Deployment Option:200 agents - Chat only or 200 agents - and ChatAll components except web Web Server181 x 80GB16 GB 1 GBEIMWIM_Template_5_v9.0.ovaCUEIM-WIM_CIM9_5250 Agents - and Chat or 120 Agents - BC and CallBackEIMWIM_Template_9_v9.0.ovaCUEIM-WIM_CIM9_91250 Agents - and Chat or 600 Agents - BC and CallBackFile Server121 x 80GB2 GBMessaging ServerApplication ServerWeb Server1 GBServices Server4 GBDatabase Server1 x 80 GB for OS and 1 x 150 GB for DBHere are a few of the EIM/WIM OVA Template options. As of the 9.0(1) release there are 9 options, ranging from single-server to full distributed deployment.Let’s focus on the basic Distributed model first. Note that the only difference between this model and the 9th model is the number of web servers and application servers. These two components are key in scaling for additional agents."Let's deploy Template 5!" We will use this for the rest of this session1:1 App:WebFile Server121 x 80GB2 GBMessaging ServerApplication Server5Web Server1 GBServices Server8 GBDatabase Server81 x 80 GB for OS and 1 x 438 GB for DB16 GB
6Standardization in 9.0(2)Reduced the overall number of supported configurations in SRNDLess confusion in the fieldLess .OVA templates to considerAddressed gaps with port requirements for EIM WIM componentsSupported Configurations:< = 200 standardized agentsUse LITE Configuration> 200 and < = 250 standardized agentsUse 1 Web/App Fully Distributed Configuration> 250 and <= 1250 standardized agentsCPU and RAM will remain the same as that for the 1250 configurationOnly # of Web/App Server will vary for every 250 increment (e.g., 500 = 2, 750 = 3, 1000 = 4, 1250 = 5)
7Q1. True or False?The Cisco DocWiki provides solution reference network design and sizing requirements for EIM/WIM in a virtualized environment.TRUEThe traditional PDF-based SRND is to be used for bare-metal deployments only.
8EIM/WIM Distributed Deployment WindowsMessaging ServerWindowsServices ServerWindowsApplication ServerWindowsWeb ServerWindowsFile ServerThe heart of the EIM/WIM deployment is the Database Server. As of 9.0, attachments are stored in the database. Prior to 9.0, they were stored on the File Server. EIM/WIM is a very database-intensive application, so database server health is crucial.Then comes the file server, where application files are stored. Prior to 9.0, all server logs were homed to this server. In 9.0, they are now kept local to each server.The Services Server is where all of the EIM/WIM process run. We’ll get into those more in the next section.The Application servers handle the Java sessions for both agents and customer chats.If you have multiple Application Servers, the Messaging Server keeps them all in sync with each other.The Web Server is the entry point for agents and customer chats. It is essentially a passthrough to the Application Server.And finally, this will be our agent today. Look how happy he is!Each of these components talks to each otherAnd they all talk to the Application ServerWindowsDatabase Server
9EIM/WIM Component Overview ServerPurposeOperating SystemComponentsScalingDatabase ServerStores EIM/WIM Configuration, Reporting, System Data, AttachmentsMicrosoft Windows 2008 R2, 64 bit, Enterprise or StandardMicrosoft SQL Server 2008 R2, 64 bit, Enterprise or Standard;Microsoft SQL Server Clustering SupportedFile ServerStores Web, Configuration, Data FilesStandard UNC File Share1 in DeploymentServices ServerRuns all ‘Services’, each with one to many ‘Instances’Microsoft SQL Server JDBC Driver v3.0; JDK 1.7 (Update 2+)Application ServerJSP/Servlet Engine & Enterprise JavaBean Container; Core Business LogicMicrosoft SQL Server JDBC Driver v3.0; JBoss 7.1.2; JDK 1.7 (Update 2+)Up to 5 Web/Application Server PairsAll Servers-CSA Policy 4.0(4)-W-Anti-virus: McAfee VirusScan Ent. V 8.7 OR Symantec AntiVirus Corporate Edition 10.1Database Server-MSSQL Enterprise – creates separate reporting db-Four Databases--eGMasterDB – System Level Information--eGActiveDB – Business Level Information (Partition DB)--eGArchiveDB – Archived Information--eGReportsDB* – Reporting InformationApplication Server-Business logic in JAVA classes-JSP/servlets interacte with business objects through business client layer-these objects interact with db to represent applicable business logic-All external user load applied to application serversServices Server-if scaling needed, must scale vertically – more ram, more cpu’s, etc.-‘Services’ java.exe or javaw.exe processes-‘Services’ managed by Distributed Service Manager (DSM) -> like the UCCE Node Manager- Each ‘Service’ contains multiple ‘instances’, used for increased processing power- High Availability achieved through VMware HA
10EIM/WIM Component Overview ServerPurposeOperating SystemComponentsScalingMessaging ServerManages Asynchronous Communication between Server Side Components and the User (Agent/Customer) InterfaceMicrosoft Windows 2008 R2, 64 bit, Enterprise or StandardJBoss 7.1.2; JDK 1.7 (Update 2+)1 in DeploymentWeb ServerServes Static Content to Web BrowsersMicrosoft IIS 7.5Up to 5 Web/Application Server PairsUser DesktopAllows Access to Agent, Supervisor, Administrator, or System ConsolesMicrosoft Windows XP (SP3+); Microsoft Windows Vista (SP2+); Microsoft Windows 7Internet Explorer 7.0 or 8.0 or 9.0, Java JRE 1.6u30+ or 1.7 with “Allow insecure versions” option1 per AgentAll Servers-CSA Policy 4.0(4)-W-Anti-virus: McAfee VirusScan Ent. V 8.7 OR Symantec AntiVirus Corporate Edition 10.1Messaging Server-Application servers communicate w/ the messaging server for system transactions-Java messaging clients use publisher/subscriber model to interact with each other-messaging server controls these interactionsWeb Server-Use a load balancer to distribute load evenly across multiple web serversUser Desktop-IE 9.0 supported in EIM/WIM v9
12Java and JBossEIM/WIM uses an open-source Application server and servlet enginerequires Development KitEIM/WIM Services also require Development Kit
13Service & Process Matrix ServerCisco ServiceJBossJDKJava ProcessesWeb ServerNon/aApplication ServerYes1 Java.exeServices Server> 4 Java.exe* > 12 Javaw.exe*Messaging ServerDatabase ServerFile ServerVaries depending on number of EIM/WIM services enabled* Number of java.exe and javaw.exe depends on EIM/WIM ‘Services’ being run..-Combining Server types may alter the number of Java.exe processes, i.e. an App/Msg combo would have 1 Java.exe, larger memory footprintAn 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.
14Key Components – Standalone Task Routing IIS Web Server – Access point for agents, administrators, and chat customersServes sessions to JBoss Application Server (“passthrough”)Corporate mail serverExchange, Lotus, etc. NOT EIM!Retriever – “Retrieves” incoming s from corporate mail serverPOP3 or IMAP protocolsDispatcher – “Dispatches” outgoing s to corporate mail serverSMTP or ESMTP protocolsWorkflow (Rules-Engine) – Processes incoming s and routes to queuesAgent Assignment – Assigns CHAT activities in queue to available agentsAn external corporate mail server is required (yes some customers use GMail). EIM is not its own server!Workflow is essentially an EIM Routing Script
15Standalone Task Routing – Agent Login WindowsMessaging ServerWindowsServices ServerWindowsApplication ServerWindowsWeb ServerWindowsFile ServerAgent logs in through IIS to the default partitionAuthentication occurs against the EIM/WIM DatabaseWindowsDatabase Server
16Standalone Task Routing – Email WindowsMessaging ServerRetrieved from IMAP/POP3Case created in DB: [#12345]Inbound Workflow appliedRouted to QueueAssigned to AgentWindowsServices ServerRX / DXWindowsApplication ServerWindowsWeb ServerWindowsFile ServerRetriever, Workflow, and Agent Assignment processes run on Services ServerWindowsDatabase Server
17Standalone Task Routing – Chat Entry Point – Interface used by customers to enter chat queueFields can be customized and used in routing variablesaddress collected by default for post-chat transcriptWeb Server must reside in DMZ for customer accessAgent sessions can share the same Web ServerThis 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 MCSAlternatively, can deploy a second Web/App Server pair within the corporate firewallWindowsWeb Server
18Standalone Task Routing – Chat WindowsMessaging ServerWindowsServices ServerRX / DXInternet Agent ConnectionsWindowsApplication ServerWindowsWeb ServerWindowsFile ServerCustomers must access a Web Server for chat entry points, so typically this is placed on a dedicated host in the DMZ.Agents can still share this same webserver, particularly if they are from an outsourcer and access over the internet.Alternatively, many customers deploy a parallel pair of web/app servers behind the firewall that agents useNote that there is no workflow for chat activities!Local Agent ConnectionsWindowsApplication ServerWindowsWeb ServerWindowsDatabase Server
19Standalone Task Routing – Chat WindowsMessaging ServerCustomer Entry PointCase created in DB: [#67890]Routed to QueueAssigned to AgentWindowsServices ServerRX / DXInternet Agent ConnectionsWindowsApplication ServerWindowsWeb ServerWindowsFile ServerCustomers must access a Web Server for chat entry points, so typically this is placed on a dedicated host in the DMZ.Agents can still share this same webserver, particularly if they are from an outsourcer and access over the internet.Alternatively, many customers deploy a parallel pair of web/app servers behind the firewall that agents useNote that there is no workflow for chat activities!Local Agent ConnectionsWindowsApplication ServerWindowsWeb ServerWindowsDatabase Server
20Q2. Which of the following components does NOT need to be installed on the EIM/WIM Application Server?Microsoft SQL Server JDBC DriverJBossInternet Information Services (IIS)Java Development Kit (JDK)IIS should only be installed on the Web Server.
21Q3. True or False?EIM can function as its own server. Customers can optionally integrate EIM with an existing corporate mail server, such as Exchange or Lotus.FALSEAn external corporate mail server that supports IMAP/POP3 and SMTP is required (even Gmail can be used). EIM is not its own server!
22Q4. Which is the correct task flow for standalone emails? RetrieverInbound WorkflowCreate CaseRoute to QueueAssign to AgentRetrieverCreate CaseInbound WorkflowRoute to QueueAssign to AgentInternetMagicAssign to AgentEntry PointInbound WorkflowCreate CaseRoute to QueueAssign to AgentEntry PointCreate CaseInbound WorkflowRoute to QueueAssign to Agent
24Key Components – CCE Integrated Routing Data Access Layer (DAL) – JDBC/ODBC access to CCE AWDBAgent authenticationIntegrated objects (Primary/Secondary CTI Server address, MRDs, Routing Scripts, etc)External Agent Assignment Service – Request routing instructions from MR PIMMR PIM passes request to CCE Router, which runs Routing Script and returns destination agentEAAS replaces AAS from Standalone routingListener – Communicates agent availability to CTI ServerDistinguishes Ready/Not Ready for /Chat--Listener <-> Agent PG: monitor agents for routing of tasks-EAAS <-> MR PG: queuing tasks to UCCE, routing task to agent-App <-> AW DB: integration validation (when logging into Admin console), disabled/deleted agents (when logging into agent console), maps relevant config from aw to eim/wim db, Verify Agent Login Credentials
25EIM/WIM to UCCE Object Mappings EIM/WIM User becomes associated with EIM/WIM queue based on UCCE Agent's Skill Group membershipNotes:--MRD can have multiple queues, because you can have multiple script selectors.--Queue = a MRD & script selector.--Application instance identifies the IP address of an EIM/WIM deployment that is integrated with UCCE. It is required for downloading configuration objects UCCE and mapping them to EIM/WIM.--An application path opens a communication channel with a CTI server, associated with an Agent PG, for agent and task status reporting.--A media class is required for creating Media Routing Domains (MRDs). It helps categorize the MRDs based on media type (i.e. )--An MR PG handles new activity routing requests initiated by Cisco Unified Interaction Manager, over the connection established by the embedded MR PIM (side A or side B)
26EIM/WIM to UCCE Object Mappings MediaClassMRD1MRD2MRDXApplication PathFor Agent PGPeripheral – MRD1Peripheral – MRD2…Application InstanceMRDSG 1SG2SGXEIM/WIM UserUCCE AgentEIM/WIM User GroupEIM/WIM User becomes associated with EIM/WIM queue based on UCCE Agent's Skill Group membershipNotes:--MRD can have multiple queues, because you can have multiple script selectors.--Queue = a MRD & script selector.--Application instance identifies the IP address of an EIM/WIM deployment that is integrated with UCCE. It is required for downloading configuration objects UCCE and mapping them to EIM/WIM.--An application path opens a communication channel with a CTI server, associated with an Agent PG, for agent and task status reporting.--A media class is required for creating Media Routing Domains (MRDs). It helps categorize the MRDs based on media type (i.e. )--An MR PG handles new activity routing requests initiated by Cisco Unified Interaction Manager, over the connection established by the embedded MR PIM (side A or side B)ScriptSelector 1EIM/WIM Q1EIM/WIM Q2ScriptSelector 1
27EIM/WIM to UCCE Object Mappings UCCE AgentEIM/WIMUserUCCE Skill GroupEIM/WIMGroupsEIM/WIM User becomes associated with EIM/WIM queue based on UCCE Agent's Skill Group membershipNotes:--MRD can have multiple queues, because you can have multiple script selectors.--Queue = a MRD & script selector.--Application instance identifies the IP address of an EIM/WIM deployment that is integrated with UCCE. It is required for downloading configuration objects UCCE and mapping them to EIM/WIM.--An application path opens a communication channel with a CTI server, associated with an Agent PG, for agent and task status reporting.--A media class is required for creating Media Routing Domains (MRDs). It helps categorize the MRDs based on media type (i.e. )--An MR PG handles new activity routing requests initiated by Cisco Unified Interaction Manager, over the connection established by the embedded MR PIM (side A or side B)UCCE MRD +Script SelectorPairEIM/WIMQueue
28ICMAgentID v EIM/WIM AgentID EIM/WIM Logs Referencing ICMAgentID are Actually Referring to Agent’s SkillTargetIDEIM/WIM also Stores a Local AgentIDIntegrated Agents have both, Standalone Agents have EIM/WIM AgentIDSystem Administrator (pa/sa) are essentially Standalone UsersEIM/WIM: egpl_user, egicm_user tables in eGActiveDBUse eGMasterDB for sa infoICM: t_AgentQuery eGActiveDB to return the eGAgentID and ICMAgentID of Integrated agents:select * from egicm_user LEFT OUTER JOIN egpl_user on egpl_user.user_id = egicm_user.user_idEIM/WIM DatabaseICM Database
29CCE Integrated Routing – Agent Login WindowsMessaging ServerWindowsCall ServerWindowsServices ServerRX / DXRX / DXInternet Agent ConnectionsWindowsApplication ServerWindowsWeb ServerDALWindowsFile ServerIntegrated agents authenticate against the CCE AWDB instead of the CIM DatabaseWindowsData ServerLocal Agent ConnectionsAWDBWindowsApplication ServerWindowsWeb ServerWindowsDatabase Server
30CCE Integrated Routing – Email WindowsMessaging ServerWindowsCall ServerWindowsServices ServerRX / DXRX / DXRetrieved from IMAP/POP3Case created in DB: [#12345]Inbound Workflow appliedInternet Agent ConnectionsWindowsApplication ServerWindowsWeb ServerDALWindowsFile ServerWindowsData ServerLocal Agent ConnectionsAWDBWindowsApplication ServerWindowsWeb ServerWindowsDatabase Server
31CCE Integrated Routing – Email WindowsMessaging ServerWindowsCall ServerMR PIMCTI SvrWindowsServices ServerEAASRX / DXRX / DXListenerRetrieved from IMAP/POP3Case created in DB: [#12345]Inbound Workflow appliedSent to ICM Routing ScriptAssigned to AgentInternet Agent ConnectionsWindowsApplication ServerWindowsWeb ServerDALWindowsFile ServerWindowsData ServerLocal Agent ConnectionsAWDBWindowsApplication ServerWindowsWeb ServerWindowsDatabase Server
32CCE Integrated Routing – Chat WindowsMessaging ServerWindowsCall ServerMR PIMCTI SvrWindowsServices ServerEAASRX / DXRX / DXListenerInternet Agent ConnectionsWindowsApplication ServerWindowsWeb ServerCustomer Entry PointCase created in DB: [#12345]Sent to ICM Routing ScriptAssigned to AgentDALWindowsFile ServerWindowsData ServerLocal Agent ConnectionsAWDBWindowsApplication ServerWindowsWeb ServerWindowsDatabase Server
33Match the integrated EIM/WIM component with the CCE component External Agent Assignment ServiceAdmin Workstation DBData Access LayerMedia Routing (MR) PIMListener ServiceCTI Server
35What is the Exception Queue? EIM Standalone Queue that serves as a bucket for all s 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 queuesOnly Standalone users or Integrated users with the Administrator roleDepending on the failure, some s can be transferred to the Integrated QueueEIM will NOT request CCE routing instructions for Delivery Exception sTransferring these s to integrated queues gives the misconception that s are “stuck in queue”Administrators must handle these s, or create an Alarm Workflow to automatically handle themHow do I route the s to agents?
36Alarm WorkflowsInbound 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 s in the Exception QueueIn this example, we simply mark them as Complete.Step-by-Step:This workflow runs periodically (i.e. every hour).The branch node checks for activities flagged as Delivery Exceptions (subtype 4 or 5)If the branch rule is matched, the activity is marked as complete in the Completion node.
37Q5. True or False?The Exception Queue is a standalone queue that integrated users can only access via the Administrator role.TRUEThe Administrator Role is the only stock role with the necessary permissions to access messages in the Exception Queue.
39Cisco Media Blender Provides Web Callback capability Acts as an Event Bus, Sharing Software Events between WIM and CCEWeb Callback – Customer requests voice call through web formCan be immediate (pending agent availability) or delayed for a user-specified period of timeBlended 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 featureWhen a medium notices that an event has taken place; for example, when an ACD medium receives CTI notification of a queued call, it packages this event into a unified format and gives the event to Cisco MB, which then shares the event with other media.For EIM/WIM/UCCE, CMB triggers the Agent PG to place calls on behalf of WIM for Delayed/Callback.- Note: properties Files are located by default on the CMB serverC:\CiscoMB\servlet\Properties\BlenderPositioning of alternatives to BC (in case of future demand):Phone + Cobrowse available with Cisco – eGain SolutionsPlus (S+)Chat to Voice escalation on the roadmap for both EIM WIM and S+Start with Chat, Escalate to Voice – a more compelling use case than BC!
40EIM/WIM Component Overview ServerPurposeOperating SystemComponentsScalingCisco Media BlenderEvent Bus between WIM and UCCEMicrosoft Windows 2003 (SP2 +), 32 bit, Enterprise or StandardApache Tomcat ; JDK 1.6 (Update 17+)1 in DeploymentDo not install on Agent PG – conflict with Java/JTAPICMB Version used in 4.4(1) and 9.0All Servers-CSA Policy 4.0(4)-W-Anti-virus: McAfee VirusScan Ent. V 8.7 OR Symantec AntiVirus Corporate Edition 10.1Cisco Media Blender
41Key Components –Callback Entry Point – Interface used by customers to submit requestFields can be customized and used in routing variablesPhone Number used for CallbackBlender API – Intermediary between Listener and CTI ServerCalls are placed directly from the agent’s CTI desktop when available
42Web Callback Internet Agent Connections Local Agent Connections MR PIM WindowsMessaging ServerWindowsCall ServerMR PIMCTI SvrWindowsServices ServerEAASRX / DXListenerWindowsMedia BlenderInternet Agent ConnectionsWindowsApplication ServerWindowsWeb ServerDALWindowsFile ServerWindowsData ServerLocal Agent ConnectionsAWDBWindowsApplication ServerWindowsWeb ServerWindowsDatabase Server
44SizingAll sizing limits assume agents handle 1 concurrent chat and up to 12 s per hourMost customers want agents to multitask with multiple activities (5 chats) and higher productivity (20 s)More concurrent tasks per agent = Less concurrent agents supported in the deployment!SRND:Must use Standardized Agent calculations when sizing a deploymentMore Standardized Agents=More Application Server / Web Server pairsNow that we understand task routing, we want our agents to do more concurrently!Chat sessions are the most impacting to load. Each chat session is essentially the equivalent of an agent session.
45Agent Sizing ExampleSRND Agent CountActual Agent CountKeep 12 s per hour- Meaning, if your agents require 4 concurrent chats, and you have 200 agents, youre actually looking at the 750 standardized agent deployment modelEach chat session is essentially counted as another agent session.
46Agent Concurrent Task Limits Concurrent Task Limit set on a per queue, per agent basisConsistent 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/queuesManaged Per Queue, per Agent, found under the queue properties pane.DBottoms will have be allowed 10 concurrent s in both the EIM_MRD queue and the EIM_SVC queue. The 1 in EIM_MRD will be trumped by the 10 in EIM_SVC because they are both part of the same MRD.
47System Concurrent Task Limit 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 in 9.xCCE will not allow more activities to be queued, will trigger routing failureConcurrent_task_limit = activities currently queued in UCCE for MRDUCCE will not allow more activities than the MRD ‘Max Calls in Queue’ value to be queued-Change value = cycle EAAS Process & Instance for EIM/WIM to pick up change--negative consequences – double counting of activities-Note that Activities in the Exception Queue count toward this limitagents concurrent task limit – value cannot be greater than the MRD defined max task limit – will get error if try to configure otherwise
48Planning for Growth Database Growth File Server Growth Incoming & Outgoing Volume per MonthAverage Size of Each (KB)Excludes attachmentsComputational Growth Rates Published in EIM/WIM SRNDNumber & Size of Attachments for Incoming & Outgoing sFile Server GrowthRate of Growth of Log FilesFuture Agent GrowthRequires Discussion with CustomerFuture Redundant Components-DB based on two factors-File server proportional to two factorsRedundancy:-DB Clustering-Web/App
49Multiple Lines of Business Process vs. Instance 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.Multiple Lines of Business Process vs. InstanceProcess management can only be done through the System Admin UI (i.e. partition 0).Individual Lines of Business Administrators can have their own Instances. By restricting permission to an instance, they will not be able to impact other instances under the same process.
54Preferred Agent – What is it? Maintain single agent through life of customer caseEstablishes consistency and relationship between customer and agentWait specified time, then release to any available agentExample script:Preferred Agent- routed to an agent that has previously worked on the case. EIM/WIM populates the preferredAgent field of the NEW_TASK request with the agents ICM Agent id
56Preferred Agent Configuration s queue only when agent is logged in, or wait some time (weekend) until they do log inPeripheral -> <Select Agent by SkillTargetID>Agent Expression -> Call.PreferredAgentID (from NEW_TASK msg)Ensure ‘Queue to Agent if Not Logged In’ checked if the s should be queued while the agent is not availableWith Packaged CCE, the Enterprise Skill Group List Tool is removed from the CCE Configuration Manager. Customers would need to change their deployment type back to a CCE deployment type to access this tool, create the Enterprise SG, and then change again back to PCCE.
57Preferred Agent Configuration Enable Personalized activity assignment in EIM/WIM Administration ConsoleAdministration > Partition: default > Settings > Department > Department Setting Groups > Attributes tabNote on when Preferred Agent Variable Populated-“Logged In" - the agent is logged in-"Always" - always-“Disabled” - not populated ever
58Preferred Agent Logging Route Request sent with Preferred Agent’s Skill Target ID (STID)15:19:19 Trace: Application->PG:Message = NEW_TASK; Length = 78 bytesDialogueID = (2) HexPreferredAgent = (5030) Hex a6ECC Variable Name: user.cim.activity.idValue: 2757Routing Instructions sent, task destined for Preferred Agent as requested15:19:19 Trace: PG->Application:Message = DO_THIS_WITH_TASK; Length = 90 bytesAgent = (5030) Hex a6AgentInfo: 1002- Now when a customer replies to an that an agent has handled, EIM/WIM sends the NEW_TASK request with the case owners ICM Id in the PreferredAgent Field
59Preferred Agent Reporting s queued to ‘Queue to Agent’ will not count as queued to skill group for skill group reportingCall Type variables to count s queued to a particular scripts queued at the “Queue to Agent” node will NOT count as being Queued to the Skill Group in Webview reports make use of Call Type variables to get the total number of s queued for a particular script, and then report off the Call Type
61EIM WIM 9.0(2) Browser Support OSAgentCustomerIE 8, 9, 10XP SP3, Vista, Windows 7√Firefox 3 and higherXP SP3, Vista, Mac OS 10.4, 10.5, 10.6Safari 4 and higherMac OS 10.4, 10.5, 10.6Chrome 5 and higherAll OS’s that Chrome is compatible withOpera 9 and higherAll OS’s that Opera is compatible withFinesse 9.1(1), 10See System Requirements Guide for Finesse, for compatible OS’s
62Blended Collaboration Discontinued Effective with the 9.0(2) releaseBlended 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 customersComplexity around BC and Cisco Media Blender (CMB) configurationLimitations with CMB failover and redundancyAlternative Options to using BC for EIM WIM customers:Voice + eGain Cobrowse (through Professional Services engagement)Future plans exist to support “Chat to Voice escalation”
63Email/Voice Multitasking Agents are now able to continue handling s that were present in the Main Inbox prior to being routed a voice call.Department Level Setting0 => Voice interrupts new and existing s (default behavior)1 => Voice interrupts new s only (multitasking enabled for existing s)
64Email/Voice Multitasking Agents are now able to continue handling s that were present in the Main Inbox prior to being routed a voice call.Department Level Setting0 => Voice interrupts new and existing s (default behavior)1 => Voice interrupts new s only (multitasking enabled for existing s)What happens at the System Level?0 => EIM WIM accepts incoming AGENT_INTERRUPT_ADVISORY event from CTIInbox/Reply buttons in the EIM WIM agent console are disabledUCCE will not assign new s/chats until phone call is completed1 => EIM WIM rejects incoming AGENT_INTERRUPT_ADVISORY event from CTIInbox/Reply buttons in the EIM WIM agent console continue to be functionAgent can send/complete existing s
65Email/Voice Multitasking Active Voice CallAbility to Handle Existing s
66Finesse Gadget Enhancements Use OpenSocial standardsRequirement for every Finesse gadgetAbility to listen/react/respond to Finesse eventsFinesse Tab SwitchingAuto-refresh the agent’s view in Finesse when a tab is unloadedPass context between different tabs as needed etcNew deployment steps same as that for every 3rd party gadgetSame steps as published in Cisco Finesse documentation (3rd party gadget deployment model)6 files apply (instead of 1 - previously)SSL Support now availableFinesse configured with SSLEIM WIM configured with SSLFinesse always invokes gadget with HTTP (known Cisco Finesse limitation)
68SolutionsPlus SolutionsPlus (S+) is a new Cisco/eGain offering S+ runs in parallel with the EIM/WIM OEM offering (different SKU)OEM is chat/ , optional customizations. eGain S+ is full eService suiteS+ brings “additional” eGain products into the Cisco channel, with UCCE & Finesse IntegrationeGain Mail & Chat (identical to Unified EIM/WIM)eGain OfferseGain Video ChateGain CobrowseeGain ChatbotFor more information: eGain KnowledgeeGain Web Self ServiceeGain ClickToCalleGain CommunityeGain Social (in Phase 2)eGain CallTrack (in Phase 2)
6950 and Tactical FIXES CREATE CHAOS Tactical customer experience projects running at one time at an eGain client!Tactical fixes with legacy CRM systems or point products put you back in capabilities and create chaos. Here’s an example. One Fortune 100 company had over 50 separate digital customer experience initiatives going on across functions, product lines, and channels, creating chaos within their IT teams and disconnected experiences for their customers.
70ABOUT EGAIN WHAT WE DO WHO WE ARE Multichannel Customer Engagement Interactive salesMultichannel serviceKnowledge managementTrusted cloud solutionsWHO WE AREFounded in 1997Global CRM web Customer Service leaderOffices in USA, EMEA and APACeGain was founded in the late 90’s and we’re a leading provider of cloud customer engagement solutions. Our solution is the Customer Engagement Hub that includes a unified platform and applications for multichannel customer engagement and knowledge management for sales and service.Something that we are proud is that over the years, we have been consistently rated #1 by analysts. For both on the completeness of products and vision, and the ability to execute.
71Summary Deployment options and relevant sizing Services and key components& ChatCCE IntegrationWeb CallbackSizing and Best practicesTroubleshooting Training delivered to global TAC, AS, HTTS, PDI:Cisco EIM/WIM DocumentationCisco Support Forum for Contact Centerhttps://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center
72Understanding Handle Time Warning!Logs Ahead!Understanding Handle Time
73Multimedia Integration Key Differences from Voice:/Chat Media Routing Domains (MRD)A collection of skill groups and services associated with a specific communication channel. – UCCE Scripting and Media Routing GuideConcurrencyHow many tasks can an agent handle in an MRD?InterruptibilityCan one task be interrupted by another task? Concept of “Available” vs. “ICM Available”MRDSalesSupportBillingI.E. Agent “Available” for but not “ICM Available”
74Interruptibility & Handle Time 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 MRDs are correct.Verified concurrent task limits defined in EIM/WIM.Paid attention to this crash course!
75Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32
76Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32
77Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32
78Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32
79Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32
80Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32!Interrupted!
81Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32
82Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32!Interrupted!
83Interruptibility & Handle Time Media Routing DomainChatConcurrent Task Limit32!Interrupted!
87Interruptibility & Handle Time GED-188Listener CTI ServerAgent “Active” In Multimedia SGAgent Can Still Receive A Second TaskNumTasks=1, MaxTaskLimit=218:38:25:537 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=-118:38:25:537 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=1 ICMAgentID=500318:38:25:537 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0Agent PG
88Interruptibility & Handle Time GED-188Listener CTI ServerAgent Gets Second (Pre_Call, Offer) and Reads ItHandle Time “pauses” for original and starts for newSecond Completed, Original ResumedAgent PG18:40:33:632 cg1A-ctisvr Trace: PAUSE_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=500318:40:33:632 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason=500018:40:33:647 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=500318:40:33:647 cg1A-ctisvr Trace: TaskID=150083:311:1 ICMAgentID=5003 SkillGroupID=503618:40:33:647 cg1A-ctisvr Trace: ServiceID= ApplicationRouted18:40:39:929 cg1A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=500318:40:39:929 cg1A-ctisvr Trace: TaskID=150083:311:1 PreviousTaskID=-1:-1:-118:40:39:929 cg1A-ctisvr Trace: ICMAgentID=500318:40:42:788 cg1A-ctisvr Trace: RESUME_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=500318:40:42:788 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason=5000
89Interruptibility & Handle Time GED-188Listener CTI ServerOriginal Interrupted By ChatWhat are these MRDs? Where can we find their names?USE bxb_awdb select * from t_Media_Routing_Domain18:40:49:710 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 )Agent PG
93Scenario 1: How to increase JVM heap size for a service/process Symptoms Crash of service/process associated with Retriever and Listener while retrieving large s/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)
94Scenario 2: EIM WIM 9 Integration Wizard does not seem to integrate data from Unified CCE 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 Final\standalone\deployments\eService.earUpdate 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.
95Scenario 3: Need clarification for ‘agent concurrent task limit’ 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.
96Scenario 4: Failed to install application server due to duplicate DB entry Symptoms Unable to install web/application serverSteps to reproduceInstall 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.
97Scenario 5: Unable to display logo in the signature of an email Symptoms Application does not display logo in the signature.Steps to reproduceCreate article from KB console and insert image into itNow use this article macro in the signatureIn the agent console, logo is not rendered in the signatureSteps 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.