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© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Finesse Overview and Roadmap CDN Developer Forum.

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Presentation on theme: "© 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Finesse Overview and Roadmap CDN Developer Forum."— Presentation transcript:

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2 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Finesse Overview and Roadmap CDN Developer Forum

3 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Agenda  Understand ‒ Overall Business Value ‒ Finesse 9.0 Features  Deploy ‒ Ordering Details ‒ Mixed Deployment Modes ‒ Performance Specification ‒ High Availability Understand. Deploy. Extend. 3  Extend ‒ 3 rd Party Gadgets ‒ Finesse Web Services ‒ Partner Integration

4 Understanding Finesse

5 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Finesse Gadgets  Mini-web pages assembled into a larger webpage  A la carte approach to agent desktop  Utilize OpenSocial for standards-based integration  Cisco UI Source code published to CDN Ease of Customization via Modular Architecture 5

6 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High-Level Architecture Contact Center Enterprise Cisco Finesse Client CiscoUnified Contact Center EnterprisePG Web Services Gadget Container Cisco Finesse Server VOS Virtual Machine Custom Applications CTI Authentication via Administration and Data Server  Zero-Footprint on client  Mandatory Administration Workstation (AW) 6

7 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Finesse Cockpit A Container Application that Eases Cost of Integration 7 Configurable Tabs Administrators define tab names Configurable Gadgets Administrators define which gadgets go on each tab Agent State Controls

8 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Finesse Agent State Control  Switch between agent states including Not-Ready to Not-Ready transitions  Support for Pending States 8

9 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Finesse Call Control Gadget Common to Agents and Supervisors 9 Call Control Buttons Agents can apply wrap- up codes throughout the call or after the call Wrap-Up Administrators define which call variables to include Call Context Make Call, Answer/End, Hold/Retrieve, Consult, Transfer/Conference, & Keypad

10 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Finesse Supervisor Team Performance Gadget 10 Change Agent State or Initiate Silent Monitor Supervisor Controls Agent Statistics Agent state, time-in-state, and extension Team Selector

11 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Finesse Supervisor Queue Statistics Gadget 11 The number of calls in queue and time in queue for each skill group or precision queue Call Statistics Agent State across skill groups or precision queues Agents Statistics

12 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Roadmap  Agent Features  Call Control  Not-Ready & Sign-Out Reason Codes  Call & ECC Variables  Wrap-Up Codes  Supervisor Features  Agent State Display  UCM Silent Monitor  Platform Features  High Availability  Gadget-based Administration  3 rd Party Gadget Support  Finesse & CTI-OS/CAD mixed deployments  Packaged CCE Support  Generic PG Support  Golden Template  Queue Gadget  Queue Time  # of calls in Queue  Count of Agent State by Queue  Support for Precision Queues  Mobile Agent  Send DTMF for IVR  Supervisor  Time in State Metric  Change Agent State Control  Predictive/Progressive Outbound*  WAN Deployments *  Outbound Callback UI  Barge / Intercept  Phonebook  Localization  Finesse for CCX  Agent Configuration Groups  Secure HTTP  Single-Step Transfer  Multi-Line  Agent-Agent Chat  Firefox Support  Preview Outbound Finesse 8.5(3) January 2012 Finesse 9.0 June 2012 Post 9.0 Feature Set 12

13 Deploying Finesse

14 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Understand the Detailed Feature Set  Detailed Finesse feature set as compared to CTI-OS & CAD: s11324/product_bulletin_c html  Key Outstanding Features: ‒ WAN Deployments ‒ Single Step Transfer ‒ Phonebook ‒ Barge / Intercept / Assistance ‒ Localization ‒ Preview Outbound 14

15 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Ordering Finesse  Migrations between Premium Options are free!  Premium Seat allows for use of Finesse, CTI-OS, or CAD  Cisco Finesse Media Kit & Server SW SKU is required ($1000 List)  Finesse is part of CCE NPS SKU & UC NFR Kit 15

16 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Finesse & CTI-OS/CAD Mixed Deployment Cisco Finesse CiscoUnified Contact Center EnterprisePG Web Services Gadget Container Cisco Finesse Server VOS Virtual Machine CTI-OS or CAD CTI Authentication via AW  Finesse and CTI-OS/CAD shared PG  No additional CCE configuration  Agents can switch between CTI-OS/CAD and Finesse CTI-OS  Same rules as CTI-OS & CAD Mixed Deployment 16

17 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Finesse 9.0 Scalability  2000 Concurrent Agents Per Finesse Server Pair  30 calls per agent, per hour  50 Agents per team  5 Supervisors per team  50 Skill Groups in Queue Gadget  3000 Skill Groups per PG  250 Outbound Agents 17

18 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Finesse 9.0 BOM Notes  Software Compatibility ‒ Finesse & CCE Versions must match Finesse 9.0 with CCE 9.0 Finesse 8.5(3) with CCE 8.5(3) ‒ Multi-Line must be disabled on the phone / no support for 8900/9900 phones ‒ Internet Explorer 8.0 ‒ Client OS Windows 7 32 Bit, 64 Bit, and WOW64 WinXP  Finesse supports UCS, HP, or IBM HW that meets the following specifications: ‒ ESXi 5.0 Server Virtualization ‒ 4 vCPU’s ‒ 8192 MB Memory ‒ 146 GB Disk Space ‒ I/O Adapter Type – Flexible ‒ Thick Provisioned VM (as opposed to Thin Provisioning) 18 Details here: Details here:

19 High Availability

20 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability Overview  Finesse Server handles PG failover automatically  Finesse clients automatically failover to backup Finesse Server  Load Balancer is not a required component 20

21 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability Finesse Side A & B are Both Active Cisco Finesse Agent 1 Web Services Gadget Container Cisco Finesse Server – Side A CCE PG Side A Cisco Finesse Agent 2 Web Services Gadget Container Cisco Finesse Server – Side B CCE PG Side B DB Replication for Configuration Data 21

22 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability CCE PG Side A Fails…. Cisco Finesse Agent 1 Web Services Gadget Container Cisco Finesse Server – Side A CCE PG Side A Cisco Finesse Agent 2 Web Services Gadget Container Cisco Finesse Server – Side B CCE PG Side B 22 DB Replication for Configuration Data

23 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Agent Experience During CTI Failure  Error Dialog presented to Agent when an agent state change or call control event is initiated  Agent is not re-directed to the backup Finesse Server  Agent can still access all gadgets while CTI Connection is down 23

24 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability Each Finesse Node Connects to CCE PG Side B Cisco Finesse Agent 1 Web Services Gadget Container Cisco Finesse Server – Side A CCE PG Side A Cisco Finesse Agent 2 Web Services Gadget Container Cisco Finesse Server – Side B CCE PG Side B 24

25 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability Finesse Server A Fails… Cisco Finesse Agent 1 Web Services Gadget Container Cisco Finesse Server – Side A CCE PG Side A Cisco Finesse Agent 2 Web Services Gadget Container Cisco Finesse Server – Side B CCE PG Side B 25

26 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability Finesse Automatically Fails Over to Side B Cisco Finesse Agent 1 Web Services Gadget Container Cisco Finesse Server – Side A CCE PG Side A Cisco Finesse Agent 2 Web Services Gadget Container Cisco Finesse Server – Side B CCE PG Side B 26

27 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Agent Experience During Finesse Server Failure  Agent is redirected to backup Finesse Server  Agent enters their authentication credentials  Agent state and call control is restored after authentication  CCE is not aware of Finesse Server failure 27

28 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability Client is Lost……;Finesse Server Detects the Event and Does the Sign-out Cisco Finesse Agent 1 Web Services Gadget Container Cisco Finesse Server – Side A CCE PG Side A Cisco Finesse Agent 2 Web Services Gadget Container Cisco Finesse Server – Side B CCE PG Side B DB Replication for Configuration Data 28

29 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public High Availability Finesse Server is Down Before Client Logs In…. Requires Manual Failover to Side B or Load Balancer Cisco Finesse Agent 1 Web Services Gadget Container Cisco Finesse Server – Side A CCE PG Side A Cisco Finesse Agent 2 Web Services Gadget Container Cisco Finesse Server – Side B CCE PG Side B DB Replication for Configuration Data 29

30 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Deployment Best Practices  Run a small pilot first. Don’t transition all your agents at one time  Keep CAD and CTI-OS on the desktop just in case you need to go back to it  Don’t add too many gadgets to the container at first. Phase gadgets in one at a time  Understand the key differences between Finesse and CAD/CTI-OS ‒ Authentication when client fails over ‒ Agent passwords are mandatory ‒ Agents need to login by Agent ID ‒ Wrap Up Codes are either required or not-required in Finesse (no optional) 30

31 Extending Finesse

32 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Finesse Web Services HTTP Customer Thin or Thick App (Cisco Gadgets Optional) 3rd Party Application Deployment When the Main Application is Not Cisco’s Agent Desktop Enterprise Server Apps 3 rd Party Applications (Thin or Thick) 32

33 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public RESTful API’s  Representational State Transfer.  Stateless, client-server, cacheable communications protocol  Simple HTTP is used to make calls between machines.  Web browsers can natively access REST APIs REST API Examples   Twitter 50,000 registered applications  Amazon 330,000 registered developers  Netflix 20 billion API calls/month  eBay 5,000 developers in 2005  Flickr  Yahoo!  Google Search Example: Get Agent State Request Response READY Source:

34 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Developer Network (CDN)  Developer Guide  Forum Q&A  Sample Gadgets  UI Source Code  Blog Updates  Downloads 34

35 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Useful Links & How to Join Accelerate Your Development Efforts  Website  become a partner member of the Cisco Developer Network for technology partners  provides search capabilities to see which company profiles and respective third party applications/products built using Cisco’s open interfaces  If you have any questions, please contact the cisco-developer- 35

36 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Partner Integrations  All Cisco Partners are encouraged to build integrations to Finesse  Current Strategy ‒ If a partner builds something, Cisco helps publicize it ‒ Cisco doesn’t certify or endorse any particular partner product  None of the following integrations are sold directly from Cisco 36

37 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public b+s Connects  Web 2.0  Out of the box plug & play Cisco voice CTI and/or multi-channel  Multi-channel in Cisco Finesse  Voice CTI & multi-channel in CRM applications  Enables UCCE routing of non-voice channels   Chat  SMS  Tickets / Work-items 37

38 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Bucher + Suter Connects Finesse Web ContainersCRM CTI  ‘Plug and Play’ - Open Social gadget  Portable Multi-Channel and Voice CTI control  ‘Finesse services’ based integration for voice CTI  Supported on MAC and Windows platforms 38

39 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Calabrio ONE Finesse Gadget

40 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Context based, multichannel interaction handling Business Interaction Management to capture, use and analyze interactions Freely combine Finesse and Upstream APIs to build rich, content driven gadgets Included gadgets: Multichannel work queue Interaction capture and history Marquee client Real time supervisor/agent view Analytics for agent, customer, and business Upstream Works for Finesse 40

41 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public 2Ring WRAP-UP FORMS  Collect data ‒ Have agents collect reliable info on inbound and outbound calls in your contact center using web- based forms  Save time ‒ Start filling out a form on call’s arrival, don’t wait until call ends  Empower supervisors ‒ Create and modify forms with ease 41

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45 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Cisco Developer Network Marketplace  Finesse Integrations  Data Sheets, Videos, Product Information  Customer Reviews  Downloads 45

46 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public Additional Information  Install & Administration guides  SW downloads  OVA templates  Release Notes  Finesse is included in the CCE SRND  Sizing, Bandwidth, and Deployment specification  Server virtualization details  System compatibility 46

47 Q & A

48 © 2012 Cisco and/or its affiliates. All rights reserved. BRKCCT-1031 Cisco Public


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