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Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 1 EIM/WIM Architecture & Design Goran Selthofer Cisco TAC.

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Presentation on theme: "Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 1 EIM/WIM Architecture & Design Goran Selthofer Cisco TAC."— Presentation transcript:

1 Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 1 EIM/WIM Architecture & Design Goran Selthofer Cisco TAC

2 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Deployment Overview Virtualization Components & Services & 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)

3 Cisco Confidential 3 © 2013 Cisco and/or its affiliates. All rights reserved.

4 Cisco Confidential 4 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: 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 (including_OVA/OVF_Templates)#Cisco_Unified_ _Interaction_Manager_ and_Web_Interaction_Manager 4 VMware ESXi

5 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Application, OVA Capacity and Notes+Download LinkContents No of VM's to deploy of each component vCPUvDiskvRAM/Memory EIMWEIMWIM_Template_4_v9.0.ova Deployed Template Name: CUEIM-WIM_CIM9_4 Deployment Option: 200 agents - Chat only or 200 agents - and Chat All components except web Web Server x 80GB 16 GB 1 GB EIMWIM_Template_5_v9.0.ova Deployed Template Name: CUEIM-WIM_CIM9_5 Deployment Option: 250 Agents - and Chat or 120 Agents - BC and CallBack EIMWIM_Template_9_v9.0.ova Deployed Template Name: CUEIM-WIM_CIM9_9 Deployment Option: 1250 Agents - and Chat or 600 Agents - BC and CallBack File Server121 x 80GB2 GB Messaging Server121 x 80GB2 GB Application Server521 x 80GB2 GB Web Server511 x 80GB1 GB Services Server121 x 80GB8 GB Database Server18 1 x 80 GB for OS and 1 x 438 GB for DB 16 GB File Server121 x 80GB2 GB Messaging Server121 x 80GB2 GB Application Server121 x 80GB2 GB Web Server111 x 80GB1 GB Services Server121 x 80GB4 GB Database Server12 1 x 80 GB for OS and 1 x 150 GB for DB 4 GB 1:1 App:Web

6 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 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)

7 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 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.

8 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Windows Application Server Windows Database Server Windows File Server Windows Messaging Server Windows Services Server Windows Web Server

9 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 ServerPurposeOperating SystemComponentsScaling 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

10 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 ServerPurposeOperating SystemComponentsScaling 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

11 Cisco Confidential 11 © 2013 Cisco and/or its affiliates. All rights reserved.

12 Cisco Confidential 12 EIM/WIM uses an open-source Application server and servlet engine requires Development Kit EIM/WIM Services also require Development Kit

13 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 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. ServerCisco ServiceJBossJDKJava Processes Web ServerNo n/a Application ServerYes 1 Java.exe Services ServerYesNoYes > 4 Java.exe* > 12 Javaw.exe* Messaging ServerYes 1 Java.exe Database ServerNo n/a File ServerNo n/a Varies depending on number of EIM/WIM services enabled

14 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 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 s from corporate mail server POP3 or IMAP protocols Dispatcher – “Dispatches” outgoing s to corporate mail server SMTP or ESMTP protocols Workflow (Rules-Engine) – Processes incoming s and routes to queues Agent Assignment – Assigns CHAT activities in queue to available agents

15 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Windows Application Server Windows File Server Windows Messaging Server Windows Services Server Windows Web Server Windows Database Server

16 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Windows Application Server Windows File Server Windows Messaging Server Windows Web Server RX / DX 1)Retrieved from IMAP/POP3 2)Case created in DB: [#12345] 3)Inbound Workflow applied 4)Routed to Queue 5)Assigned to Agent Windows Database Server Windows Services Server

17 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Entry Point – Interface used by customers to enter chat queue Fields can be customized and used in routing variables 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 Alternatively, can deploy a second Web/App Server pair within the corporate firewall Windows Web Server

18 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Local Agent Connections Internet Agent Connections Windows Application Server Windows Database Server Windows File Server Windows Messaging Server Windows Services Server Windows Web Server RX / DX Windows Web Server Windows Application Server

19 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Local Agent Connections Internet Agent Connections Windows Database Server Windows File Server Windows Messaging Server Windows Services Server Windows Web Server RX / DX Windows Web Server Windows Application Server 1)Customer Entry Point 2)Case created in DB: [#67890] 3)Routed to Queue 4)Assigned to Agent Windows Application Server

20 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 Q2. Which of the following components does NOT need to be installed on the EIM/WIM Application Server? 20 C.Internet Information Services (IIS) A.Microsoft SQL Server JDBC Driver D.Java Development Kit (JDK) B.JBoss IIS should only be installed on the Web Server.

21 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 EIM can function as its own 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 server!

22 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 Q4. Which is the correct task flow for standalone s? B. Retriever Create Case Inbound Workflow Route to Queue Assign to Agent Retriever Inbound Workflow Create Case Route to Queue Assign to Agent Entry Point Inbound Workflow Create Case Route to Queue Assign to Agent Entry Point Create Case Inbound Workflow Route to Queue Assign to Agent InternetMagic Assign to Agent

23 Cisco Confidential 23 © 2013 Cisco and/or its affiliates. All rights reserved.

24 Cisco Confidential 24 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 /Chat

25 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25

26 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 UCCE Agent Application Instance Application Path For Agent PG Peripheral – MRD1 Peripheral – MRD2 … Application Path For Agent PG Peripheral – MRD1 Peripheral – MRD2 … MediaClass MRD 1 MRD 2 MRD X MRD SG 1 SG2 SGX ScriptSelector 1 EIM/WIM Q2 EIM/WIM Q1 EIM/WIM User Group EIM/WIM User

27 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 EIM/WIM User EIM/WIM User EIM/WIM Queue EIM/WIM Queue UCCE Agent UCCE Skill Group EIM/WIM Groups EIM/WIM Groups UCCE MRD + Script Selector Pair UCCE MRD + Script Selector Pair

28 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 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 DatabaseICM Database

29 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 Local Agent Connections Internet Agent Connections Windows Application Server Windows Database Server Windows File Server Windows Messaging Server Windows Services Server Windows Call Server Windows Web Server AWDB RX / DX Windows Web Server Windows Application Server RX / DX Windows Data Server DAL

30 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 Local Agent Connections Internet Agent Connections Windows Application Server Windows File Server Windows Messaging Server Windows Data Server Windows Call Server Windows Web Server AWDB RX / DX Windows Web Server Windows Application Server RX / DX 1)Retrieved from IMAP/POP3 2)Case created in DB: [#12345] 3)Inbound Workflow applied Windows Database Server DAL Windows Services Server

31 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 Local Agent Connections Internet Agent Connections Windows Application Server Windows File Server Windows Messaging Server Windows Data Server Windows Call Server Windows Web Server MR PIM CTI Svr AWDB EAAS Listener DAL RX / DX Windows Web Server Windows Application Server RX / DX 1)Retrieved from IMAP/POP3 2)Case created in DB: [#12345] 3)Inbound Workflow applied 4)Sent to ICM Routing Script 5)Assigned to Agent Windows Database Server Windows Services Server

32 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 RX / DX Local Agent Connections Internet Agent Connections Windows Application Server Windows Database Server Windows File Server Windows Messaging Server Windows Services Server Windows Data Server Windows Call Server Windows Web Server MR PIM CTI Svr AWDB EAAS Listener DAL RX / DX Windows Web Server Windows Application Server 1)Customer Entry Point 2)Case created in DB: [#12345] 3)Sent to ICM Routing Script 4)Assigned to Agent

33 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33 EIM/WIM Component CCE Component External Agent Assignment Service Data Access Layer Listener Service Admin Workstation DB Media Routing (MR) PIM CTI Server

34 Cisco Confidential 34 © 2013 Cisco and/or its affiliates. All rights reserved.

35 Cisco Confidential 35 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 queues Only Standalone users or Integrated users with the Administrator role Depending on the failure, some s can be transferred to the Integrated Queue EIM will NOT request CCE routing instructions for Delivery Exception s Transferring 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 them

36 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36 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 s in the Exception Queue In this example, we simply mark them as Complete. Step-by-Step:

37 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37 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.

38 Cisco Confidential 38 © 2013 Cisco and/or its affiliates. All rights reserved.

39 Cisco Confidential 39 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

40 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40 Do not install on Agent PG – conflict with Java/JTAPI CMB Version used in 4.4(1) and 9.0 ServerPurposeOperating SystemComponentsScaling Cisco Media Blender Event Bus between WIM and UCCE Microsoft Windows 2003 (SP2 +), 32 bit, Enterprise or Standard Apache Tomcat ; JDK 1.6 (Update 17+) 1 in Deployment

41 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41 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

42 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42 Local Agent Connections Internet Agent Connections Windows Application Server Windows Database Server Windows File Server Windows Messaging Server Windows Services Server Windows Data Server Windows Call Server Windows Web Server MR PIM CTI Svr AWDB EAAS Listener DAL RX / DX Windows Web Server Windows Application Server Windows Media Blender

43 Cisco Confidential 43 © 2013 Cisco and/or its affiliates. All rights reserved.

44 Cisco Confidential 44 All sizing limits assume agents handle 1 concurrent chat and up to 12 s per hour Most 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 deployment More Standardized Agents = More Application Server / Web Server pairs

45 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 45 Each chat session is essentially counted as another agent session. Actual Agent Count SRND Agent Count

46 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 46 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

47 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 47 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.x CCE will not allow more activities to be queued, will trigger routing failure

48 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 48 Database Growth Incoming & Outgoing Volume per Month Average Size of Each (KB) Excludes attachments Computational Growth Rates Published in EIM/WIM SRND Number & Size of Attachments for Incoming & Outgoing s 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

49 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 49 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.

50 Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 50

51 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 51 Set Process start type to “On Demand.” Process will start when an instance requires it.

52 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 52 Automatic Instance startup requires no manual intervention on system restart

53 Cisco Confidential 53 © 2013 Cisco and/or its affiliates. All rights reserved.

54 Cisco Confidential 54 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:

55 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 55 Create UCCE Enterprise Skill Group Create UCCE Enterprise Route

56 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 56 s queue only when agent is logged in, or wait some time (weekend) until they do log in

57 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 57 Enable Personalized activity assignment in EIM/WIM Administration Console Administration > Partition: default > Settings > Department > Department Setting Groups > Attributes tab

58 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 58 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 PreferredAgent = (5030) Hex a6 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 Agent = (5030) Hex a6 AgentInfo: 1002 ECC Variable Name: user.cim.activity.id Value: 2757

59 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 59 s queued to ‘Queue to Agent’ will not count as queued to skill group for skill group reporting Call Type variables to count s queued to a particular script

60 Cisco Confidential 60 © 2013 Cisco and/or its affiliates. All rights reserved.

61 Cisco Confidential 61 BrowserOSAgentCustomer IE 8, 9, 10XP SP3, Vista, Windows 7 √√ Firefox 3 and higherXP SP3, Vista, Mac OS 10.4, 10.5, 10.6 √ Safari 4 and higherMac OS 10.4, 10.5, 10.6 √ Chrome 5 and higherAll OS’s that Chrome is compatible with √ Opera 9 and higherAll OS’s that Opera is compatible with √ Finesse 9.1(1), 10See System Requirements Guide for Finesse, for compatible OS’s √

62 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 62 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”

63 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 63 Agents are now able to continue handling s that were present in the Main Inbox prior to being routed a voice call. Department Level Setting 0 => Voice interrupts new and existing s (default behavior) 1 => Voice interrupts new s only (multitasking enabled for existing s)

64 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 64 Agents are now able to continue handling s that were present in the Main Inbox prior to being routed a voice call. Department Level Setting 0 => 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 CTI  Inbox/Reply buttons in the EIM WIM agent console are disabled  UCCE will not assign new s/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 s  UCCE will not assign new s/chats until phone call is completed

65 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 65 Active Voice Call Ability to Handle Existing s

66 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 66 Use OpenSocial standards Requirement for every Finesse gadget Ability to listen/react/respond to Finesse events Finesse Tab Switching Auto-refresh the agent’s view in Finesse when a tab is unloaded Pass context between different tabs as needed etc New deployment steps same as that for every 3 rd party gadget Same steps as published in Cisco Finesse documentation (3 rd party gadget deployment model) 6 files apply (instead of 1 - previously) SSL Support now available Finesse configured with SSL EIM WIM configured with SSL Finesse always invokes gadget with HTTP (known Cisco Finesse limitation)

67 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 67

68 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 68 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 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 For more information:  eGain Knowledge  eGain Web Self Service  eGain ClickToCall  eGain Community  eGain Social (in Phase 2)  eGain CallTrack (in Phase 2)

69 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 69 AND TACTICAL FIXES CREATE CHAOS Tactical customer experience projects running at one time at an eGain client! 50

70 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 70 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 70 ABOUT EGAIN

71 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 71 Deployment options and relevant sizing Services and key components & Chat CCE Integration Web Callback Sizing and Best practices Troubleshooting Training delivered to global TAC, AS, HTTS, PDI: Cisco EIM/WIM Documentation Cisco Support Forum for Contact Center https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center

72 Cisco Confidential 72 © 2013 Cisco and/or its affiliates. All rights reserved. Warning! Logs Ahead! Warning! Logs Ahead!

73 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 73 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 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” MRD SalesSupportBilling I.E. Agent “Available” for but not “ICM Available”

74 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 74 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!

75 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 75 Media Routing Domain Chat Concurrent Task Limit32

76 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 76 Media Routing Domain Chat Concurrent Task Limit32

77 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 77 Media Routing Domain Chat Concurrent Task Limit32

78 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 78 Media Routing Domain Chat Concurrent Task Limit32

79 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 79 Media Routing Domain Chat Concurrent Task Limit32

80 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 80 Interrupted! Media Routing Domain Chat Concurrent Task Limit32

81 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 81 Media Routing Domain Chat Concurrent Task Limit32

82 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 82 Media Routing Domain Chat Concurrent Task Limit32 Interrupted!

83 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 83 Media Routing Domain Chat Concurrent Task Limit32 Interrupted!

84 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 84 External Agent Assignment Service MR PIM MR PIM Finished! MR PG Agent PG GED :38:19:693 pg2A-pim2 Trace: Application->PG: Message = NEW_TASK; Length = 102 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex MRDomainID = (5003) Hex b PreviousTask = -1:-1:-1 PreferredAgent = Undefined Service = (0) Hex CiscoReserved = (0) Hex ScriptSelector: 8000 ECC Variable Name: user.cim.activity.id Value: :38:19:693 pg2A-pim2 Trace: Application->PG: Message = NEW_TASK; Length = 102 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex MRDomainID = (5003) Hex b PreviousTask = -1:-1:-1 PreferredAgent = Undefined Service = (0) Hex CiscoReserved = (0) Hex ScriptSelector: 8000 ECC Variable Name: user.cim.activity.id Value: :38:19:693 pg2A-pim2 Trace: PG->Application: Message = DO_THIS_WITH_TASK; Length = 121 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex IcmTaskID = :310: 1 SkillGroup = (5036) Hex ac Service = Undefined Agent = (5003) Hex b AgentInfo: 1003 Label: ECC Variable Name: user.cim.activity.id Value: :38:19:693 pg2A-pim2 Trace: PG->Application: Message = DO_THIS_WITH_TASK; Length = 121 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex IcmTaskID = :310: 1 SkillGroup = (5036) Hex ac Service = Undefined Agent = (5003) Hex b AgentInfo: 1003 Label: ECC Variable Name: user.cim.activity.id Value: 1372 Router CallKey EIM/WIM AgentID Agent STID

85 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 85 Listener CTI Server Pre-Call Indicator, Links The RouterCallKey & DialedNumber 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 Agent PG GED :38:19:693 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument= RouterCallKey= 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: :38:19:709 cg1A-ctisvr SESSION 2: AgentInstrument:"" RouterCallKeyDay: RouterCallKeyCallID:310 18:38:19:709 cg1A-ctisvr SESSION 2: RouterCallKeySequenceNum:1 DialedNumber:"8000" ) 18:38:19:693 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument= RouterCallKey= 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: :38:19:709 cg1A-ctisvr SESSION 2: AgentInstrument:"" RouterCallKeyDay: RouterCallKeyCallID:310 18:38:19:709 cg1A-ctisvr SESSION 2: RouterCallKeySequenceNum:1 DialedNumber:"8000" )

86 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 86 Listener CTI Server Offered & Started Handle Time Starts Counting Agent PG GED :38:19:724 cg1A-ctisvr SESSION 3: MsgType:OFFER_TASK_IND (InvokeID:0x2c767 MRDID:5003 ICMAgentID: :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= :38:19:724 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID= :38:19:724 cg1A-ctisvr Trace: ServiceID= ApplicationRouted 18:38:19:724 cg1A-ctisvr SESSION 3: MsgType:OFFER_TASK_IND (InvokeID:0x2c767 MRDID:5003 ICMAgentID: :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= :38:19:724 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID= :38:19:724 cg1A-ctisvr Trace: ServiceID= ApplicationRouted 18:38:25:537 cg1A-ctisvr SESSION 3: MsgType:START_TASK_IND (InvokeID:0x2c768 MRDID:5003 ICMAgentID: :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= :38:25:537 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID= :38:25:537 cg1A-ctisvr Trace: ServiceID= ApplicationRouted 18:38:25:537 cg1A-ctisvr SESSION 3: MsgType:START_TASK_IND (InvokeID:0x2c768 MRDID:5003 ICMAgentID: :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= :38:25:537 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID= :38:25:537 cg1A-ctisvr Trace: ServiceID= ApplicationRouted

87 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 87 Listener CTI Server Agent “Active” In Multimedia SG Agent Can Still Receive A Second Task NumTasks=1, MaxTaskLimit=2 Agent PG 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= :38:25:537 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0 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= :38:25:537 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0 GED-188

88 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 88 Listener CTI Server Agent Gets Second (Pre_Call, Offer) and Reads It Handle Time “pauses” for original and starts for new Second Completed, Original Resumed Agent PG 18:40:33:632 cg1A-ctisvr Trace: PAUSE_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:33:632 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason= :40:33:647 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:33:647 cg1A-ctisvr Trace: TaskID=150083:311:1 ICMAgentID=5003 SkillGroupID= :40:33:647 cg1A-ctisvr Trace: ServiceID= ApplicationRouted 18:40:33:632 cg1A-ctisvr Trace: PAUSE_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:33:632 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason= :40:33:647 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:33:647 cg1A-ctisvr Trace: TaskID=150083:311:1 ICMAgentID=5003 SkillGroupID= :40:33:647 cg1A-ctisvr Trace: ServiceID= ApplicationRouted 18:40:39:929 cg1A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:39:929 cg1A-ctisvr Trace: TaskID=150083:311:1 PreviousTaskID=-1:-1:-1 18:40:39:929 cg1A-ctisvr Trace: ICMAgentID= :40:42:788 cg1A-ctisvr Trace: RESUME_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:42:788 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason= :40:39:929 cg1A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:39:929 cg1A-ctisvr Trace: TaskID=150083:311:1 PreviousTaskID=-1:-1:-1 18:40:39:929 cg1A-ctisvr Trace: ICMAgentID= :40:42:788 cg1A-ctisvr Trace: RESUME_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID= :40:42:788 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason=5000 GED-188

89 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 89 Listener CTI Server Original Interrupted By Chat What are these MRDs? Where can we find their names? USE bxb_awdb select * from t_Media_Routing_Domain Agent PG 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 ) 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 ) GED-188

90 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 90 Listener CTI Server Agent Reserved For Chat SG; Interrupted For SG Offer, Start, End Task Indicators/Events and state transitions mimic Note: Handle time for chat increments for all running sessions. 18:40:49:710 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig= 18:40:49:710 cg1A-ctisvr Trace: SGState=RESERVED SGDuration=0 OverallState=RESERVED OverallDuration=0 Reason=-1 18:40:49:710 cg1A-ctisvr Trace: MRDID=5002 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AgtAvailStatus=0 ICMAgentID= :40:49:710 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 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig= 18:40:49:725 cg1A-ctisvr Trace: SGState=INTERRUPTED SGDuration=0 OverallState=INTERRUPTED OverallDuration=0 Reason=0 18:40:49:725 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=0 ICMAgentID= :40:49:725 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0 18:40:49:710 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig= 18:40:49:710 cg1A-ctisvr Trace: SGState=RESERVED SGDuration=0 OverallState=RESERVED OverallDuration=0 Reason=-1 18:40:49:710 cg1A-ctisvr Trace: MRDID=5002 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AgtAvailStatus=0 ICMAgentID= :40:49:710 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 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig= 18:40:49:725 cg1A-ctisvr Trace: SGState=INTERRUPTED SGDuration=0 OverallState=INTERRUPTED OverallDuration=0 Reason=0 18:40:49:725 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=0 ICMAgentID= :40:49:725 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0 Agent PG MRD ID Media 5001Outbound 5002Chat 5003Inbound GED-188

91 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 91 How Can a Failure Event Be Mapped to a Task/Activity? Use DialogueID to Correlate Agent PG 18:38:19:693 pg2A-pim2 Trace: Application->PG: Message = NEW_TASK; Length = 102 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex MRDomainID = (5003) Hex b PreviousTask = -1:-1:-1 PreferredAgent = Undefined Service = (0) Hex CiscoReserved = (0) Hex ScriptSelector: 8000 ECC Variable Name: user.cim.activity.id Value: :38:19:693 pg2A-pim2 Trace: Application->PG: Message = NEW_TASK; Length = 102 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex MRDomainID = (5003) Hex b PreviousTask = -1:-1:-1 PreferredAgent = Undefined Service = (0) Hex CiscoReserved = (0) Hex ScriptSelector: 8000 ECC Variable Name: user.cim.activity.id Value: :38:19:693 pg2A-pim2 Trace: PG->Application: Message = DO_THIS_WITH_TASK; Length = 121 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex IcmTaskID = :310: 1 SkillGroup = (5036) Hex ac Service = Undefined Agent = (5003) Hex b AgentInfo: 1003 Label: ECC Variable Name: user.cim.activity.id Value: :38:19:693 pg2A-pim2 Trace: PG->Application: Message = DO_THIS_WITH_TASK; Length = 121 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex IcmTaskID = :310: 1 SkillGroup = (5036) Hex ac Service = Undefined Agent = (5003) Hex b AgentInfo: 1003 Label: ECC Variable Name: user.cim.activity.id Value: :38:19:693 pg2A-pim2 Trace: PG->Application: Message = NEW_TASK_FAILURE_EVENT; Length = 12 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex ReasonCode = (209) Hex d1 18:38:19:693 pg2A-pim2 Trace: PG->Application: Message = NEW_TASK_FAILURE_EVENT; Length = 12 bytes DialogueID = (10) Hex a SendSeqNo = (1) Hex ReasonCode = (209) Hex d1 MR PG

92 Cisco Confidential 92 © 2013 Cisco and/or its affiliates. All rights reserved.

93 Cisco Confidential 93 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. ','-Xmx256m', null)

94 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 94 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  :\jboss-as 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.

95 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 95 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.

96 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 96 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.

97 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 97 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.

98 Thank you.

99 Cisco Confidential 99 © 2013 Cisco and/or its affiliates. All rights reserved.

100 Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 100

101 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 101

102 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 102 Local Agent Connections Internet Agent Connections Windows Application Server Windows Database Server Windows File Server Windows Messaging Server Windows Services Server Windows Data Server Windows Call Server Windows Web Server MR PIM CTI Svr AWDB EAAS Listener DAL RX / DX Windows Web Server Windows Application Server Windows Media Blender DAL


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