Unified Contact Center Express

Express
Unified Contact Center Express -

11.6 Release
Technical Sales Presentation

September 2017
Cisco Customer Collaboration Platforms
Target Size As a Service On Premise
Cisco Unified
Large Contact Center
Contact Center Cisco Hosted Enterprise (CCE)
Collaboration Cisco
Solution for Packaged
Contact Center CCE
Small Cisco Unified
(HCS for CC) Contact Center
Contact Center
Express (CCX)
Cisco Spark Care

Team
© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
The Contact Center Express Journey
Jul 2013 Jul 2014 Dec 2014 Sep 2015 Sep 2016 Aug 2017
10.0 10.5 10.6 11.0 11.5 11.6
Finesse Email
Live Data Single Sign On
for Finesse
Extend & Connect CUIC UX Refresh
Chrome
Office 365
State Management
Gmail Support
Multisession Web Chat Context Service Email & Chat enhancements
Predictive & Progressive Stand-alone CUIC Redundancy Improvements
Outbound, IPv6, E.164 Finesse IPPA Configuration enhancements
CAD
CCX 11.6 - Key Themes
Robust,
Flexible Secure Serviceable Experience
Desktop Reporting & Monitoring
CCX 11.6 Enhancements Summary NEW
Agent Experience Supervisor Experience Admin Experience
State management
Voice interactions Monitoring Infrastructure
Email Configuration
Reporting
Web chat
Operation
NEW
CCX – Core System Improvements with 11.6
• Finesse failover enhancements

• SocialMiner on BE6000
• Proxy and Header support for REST API
• Automatic import of outbound contacts
• Ability to access Not Ready reason codes from script
Agenda
Robust and Proven
All In One Solution
Easy To Use
Easy To Deploy
Agenda
Robust and Proven
All In One Solution
Easy To Use
Easy To Deploy
Complete Offer with Unified CCX 11.6
Omnichannel User Experience Extend Value
 Blended Outbound  Simple to Deploy  APIs

 Multi-session Web Chat  Improved Reporting  Context Service
User Interface
 Agent E-mail with Finesse  CRM Connectors
 Single Sign-On
 Video with Remote Expert  Quality Management
 Workforce Management
 IPv6 (All except
SocialMiner)
Innovation in Customer Collaboration
Common Components
Recording OmniChannel
Blended Voice-Chat-Email
Cisco
Workforce Context
Optimization
Service
Customer
Journeys
Finesse® CUIC
Customizable Agent Cockpit Web 2.0 Reporting
Robust Solution Design High-Availability Deployment
PSTN
PRI/SIP PRI/SIP
Voice GW Voice GW
VXML VXML
HTTP
S
UCCX DMZ UCCX
HTTP
UCCX Engine Firewall S UCCX Engine
HTTPS
CUIC CUIC
SOCIALMINER HTTPS
Finesse Finesse
XMPP
Internet XMPP/HTTPS
Chat & Email

HTTPS
Firewall Chat & Email
JTAPI
JTAPI
ICCS ICCS
HTTPS SIP
SIP
CUCM Cluster CUCM Cluster
Supervisors
Agents
SIP
Cisco
MEDIASENSE
Workforce
Optimization
• Latency must be 80ms round-trip between CCX nodes and 300ms • Finesse, is co-resident with CCX so if the active server goes down,
between CCX and remote agents. agent sessions will connect to the other node given that Finesse is in
• Cisco Workforce Optimization can be deployed for call and desktop service there
recording, playback, and contact grading. • SocialMiner, required component for chat/email, is a single node, even
• Intelligence Center is co-resident with CCX, so any of the two in high-availability deployments in which case it is configured to
nodes in high-availability mode can handle reporting connections communicate with both CCX nodes. When a new contact arrives at
SocialMiner, both CCX nodes are notified. Chat/Email will be
unavailable if the SocialMiner is down.
Virtualization Support UCS 3rd-party Spec-
Based
• Providing choice in virtualized server models and hardware

configuration
• vMotion is supported when UCCX VMs are installed on shared storage
(SAN)
• vMotion is not supported for real-time load-balancing of UCCX VMs
• Hypervisor ESXi 5.0 U1, 5.1, 5.5, 6.0 (with VMV9) and 6.5 are
supported
• Hyperflex is supported
• Boot from SAN is supported
• Three OVA profiles are available for easy deployment
Infrastructure Support
Desktop
Browser Support
Chrome
Email Firefox
IE
2016
2013
2010
REST APIs
• Provisioning
o Call Control Group, Grammar, Prompt and
Documents, Trigger
• Configuration
o Agents, Skills, CSQs, Resource Groups, Teams
• Outbound Campaign Management

o Get, Create, Modify, Delete
o Import Contacts
• Finesse Desktop APIs
• SocialMiner web chat and search
• Interaction with 3rd party services

Development Partner Integrations
• All Cisco Partners are encouraged to build integrations to Finesse
• Current Strategy
o If a partner builds something, Cisco helps publicize it
o Cisco doesn’t certify or endorse any particular partner product
• Integrations are not sold directly from Cisco
CRM Connectors
• Web-based gadget for agent state and call control
• 100% browser-based (no client-side installation)
• Integration to CCX via Finesse Services REST API
• Flexible screen pops with customer and interaction
history
• Salesforce.com (IPCX-BS-SF-VAGT-1Y)
o Sales Cloud and Service Cloud
o Salesforce.com Console
• Microsoft Dynamics (IPCX-BS-MSD-VAGT*)
o CRM 2011 and 2013 Online/On-Prem (web client
only)
• Installation, maintenance service to be purchased from
Bucher and Suter
•
NEW
Deployment Infrastructure Enhancements in 11.6

New for 11.6 shown in red text below
Proxy and Header Support

for REST APIs
Email: Gmail, Office365, Exchange
VMware ESXi 6.5, HyperFlex
Proxy Support for Office 365, Gmail, SocialMiner on BE6000

TLS 1.2
Context Service
IdP for SSO
ADFS, F5, Ping, OpenAM, Shibboleth
Agenda
Robust and Proven
All In One Solution
Easy To Use
Easy To Deploy
Connected Digital Experience spans the Customer Lifecycle
Repurchase Interest (Contact Center)
Cisco
Sentiment Connected Acquisition (Contact Center)
Digital
Experience
Retention Exceptions (Contact Center)
Contact Center is just one step in the Customer Journey

Connected journeys are driving the next wave of innovation ...
Cisco Unified Contact Center Context
Service
Outbound
Voice
Ecosystem Advanced Inbound

Partners Solutions Voice
Cisco Unified
Contact Center
Social
Video
Media
Agent
Chat Email
All In One Solution
Agent Desktop Application Cisco Finesse
Workforce
Options Quality Management
Management
High Availability ASR/TTS*
Voice, Video Web Chat, Email API Context Service

UCCX Social Media Outbound
IVR Reporting
3rd-Party Spec-Based
Business Edition 6000
Applications Platform Unified Computing System Business Edition 7000
Apps enabled with CC

All in One Solution open new doors for
Robust and Proven BE6K/7K
Easy to Use
Easy to Deploy * S+
Unified Contact Center Express 11.6
Chat Social
Email
Video
Workforce
Voice Optimization
Finesse Reporting
Context
Service
Recording
API
Virtualized Ecosystem
Finesse
Experience Centric - Finesse Integrated Desktop
Cisco Finesse
Revolutionizing the Contact Center Agent Experience
• Browser-based agent desktop for

easy management & upgrades
• Designed to empower agents via
user-centered design product
• Flexible and Expandable – Finesse is
a web gadget container
• All applications that agents need (Cisco
or 3rd party) contained within Finesse
• Administrators define agent and
supervisor layouts
• Developer Friendly Web API
Finesse API Functionality
Agent
• Agent State
• Answer / End
• Hold / Retrieve
• Conference / Transfer / Single-Step Transfer
• Outbound Option
Supervisor
• UCM Silent Monitoring
• Barge / Intercept / Change Agent State
• Queue and Agent State Statistics
Administration
• Reason & Wrap Codes
• Call Control Layouts
• Phonebooks
• Gadget Layouts
• Workflows & Workflow Actions
• Team Resource Management © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
Finesse Agent Features
• Inbound/Outbound Voice/Video
• Email/Chat
• Customize:
o Screen layout
o Phonebook
o Wrap-up Codes
• Live Data Gadgets
• Automatic Redirection Upon Failover
• Accessibility
• IP Phone Agent
• Multiple Call Variable Layouts
• Email Discard Option
• Wrap-up Codes (1,500 max.)
• Phonebooks (300 max.)
• Contacts (50,000 max.)
• Context Service integration
• Toaster Notifications for chat, email and voice
Finesse Agent Features Custom screen layout
Contacts
Reason Codes Consult Call
End Call
Phonebooks
Email/Chat State
Finesse Agent Features
Call variables Conference/Hold Transfer Call Wrap-up Codes
NEW
NEW
Make a Call
Using Your
Call History
Recent Call
History
NEW
Finesse Agent Features: Direct Preview Outbound
• Agents are put in “Reserved (Outbound)” State
• A reservation call lets the Agent decide how to respond to the contact
• When the Agent accepts the contact, the outbound call is made
Supported Wrap-up Codes and Phonebook entries
Wrap-up codes Phonebook entries
Max # of Global Codes 100 Max # of Global Phonebooks 10
Max # of Team Phonebooks 300

Max # of Team Codes 1500
Max # of contacts across all 50,000
phonebooks
Max # Codes per Team 100
Max # of contacts per call control gadget 1500
Not Ready Reason codes Sign out Reason codes

Max # 200 Max # 200
Max # of Global Codes 100 Max # of Global Codes 100
Max # of Team Codes 100 Max # of Team Codes 100
Multiple Call Variable Layouts
• Administrators define multiple call
variable layouts
• Administrators decide which layout
to display to the agent
• No changes to routing scripts during
CAD migration to Finesse
Cisco Finesse Workflows
Customers require a way of triggering screen pops or passing data to other
applications without custom development
Finesse supports the ability to do a browser screen pop or call a REST API on
Finesse or a 3rd party application
Evaluate A resulting
Define events conditions to workflow
that trigger the see if workflow
workflow applies to this action is
customer or agent performed
Accessibility
• Agent Accessibility
• Adherence with Web Content
Accessibility 2.0 Level A
Guidelines
http://www.w3.org/TR/WCAG20/
Finesse Features: Make call from Ready state NEW
• Make call from Ready state
Call from Ready State
Finesse Features : Direct Transfer NEW
• Direct Transfer
Direct Transfer
NEW
Finesse Features : Agent State changes
State change based on non-ACD line busy
Display System Generated Not Ready Reason
Agent Call History and State History
NEW
Click to Call
Recent Calls
Recent States
Reason Label
NEW
Finesse Features: Queue details in call variable layout
Queue Name
Queue Number
• Configure Queue details in call variable layout and workflow (Admin)
• View Queue info in call variable layout (Agent)
• View Queue info in screen-pop (Agent)

NEW
CCX Supervisor Enhancements
Monitoring Reporting
• Monitor Manual outbound calls on ACD line • Reason Code labels

• Team Performance Gadget enhancement • Agent call and state history gadget
• View only logged-in agents • Supervisor Level Reporting
• Multichannel Reporting (historical)
NEW
Monitoring ACD and non-ACD Calls
ACD call
Start Monitoring
Outbound call on ACD line
Start Monitoring
Finesse Supervisor Features NEW
Change Agent State Option to include logged out agents
Agent
Agent Call
Selected History
Agent State
History
Cisco Finesse IP Phone Agent
• Agent State
• Ready
• Not-Ready Reasons
• Wrap-Up Reasons
• Caller Data
• Supervisor Controls only with ENH/PRE license
NEW
Cisco Finesse IP Phone Agent

Queue Statistics
Queue Statistics
Migrating from CAD to Finesse
CAD (Cisco Agent Desktop) and Finesse - Mixed Mode
Data Migration https://developer.cisco.com/site/finesse/downloads/cad-to-finesse/index.gsp
Flash Cutover
Email & Chat
Migrate in Teams
Voice Agents
No mixed teams
CAD End-Of-Life
• End of Life for CCX 9 and CAD in CCX 10.x
• Unified CCX 10.6 is the last release of CAD
Migration tool 
https://developer.cisco.com/site/finesse/docs/#cad-to-finesse-migration-tool
16 Jan 2015 15 July 2016 31 July 2018

EoL announcement End of SW Maintenance End of Support
Finesse 11.6: Browser and OS Compatibility
Operating System Supported Browsers
Windows 7 Chrome 48 and higher
Windows 10 Internet Explorer 11 NATIVE
Firefox ESR 45 and higher ESR’s
Mac OS Firefox ESR 45 and higher ESR’s
Silent Monitoring
Unified CM-Based
• If the agent is in TALKING state, the supervisor clicks

• Supervisor has to be in NOT READY state
• The silent monitoring call (incoming voice only) is
established automatically between the supervisor and
agent phones and the mixed media is sent to the
supervisor phone.
• Option to choose Hold or Barge-In and then drop
participant (Intercept)
• Single concurrent monitoring session at any given time
• The Built-in Bridge (BIB) capability is required on the
monitored device for Silent Monitoring.
• In reporting, silent monitoring calls are reported as
regular calls.
Remote Agent Over PSTN
Extend and Connect
• Extend and Connect feature is configured for agents
Unified CM
and supervisors on third-party remote devices to
accept inbound and outbound calls
• Extend and Connect works with Jabber for Windows CTI
in Extended mode and the new CTI Remote Device
enables applications to have limited call control
capabilities Cisco 9971 Device
Jabber/3rd-Party Enterprise DN: 3000 CTI Remote Device
• Silent monitoring or remote monitoring on Home client Enterprise DN: 3000
Remote Destination DN (DVO): 4155551212 (Home)
Agents using Extend and Connect is not supported
Office Phone (SJ)
Remote Destination DN (DVO): 9197771313 (PBX)
3000
• Extend and Connect feature is available with

PSTN
Enhanced or Premium license
• As Home agent Cisco User
Home Phone (SF)
4155551212
o Accept, transfer, conference, disconnect

o Persistent connection & Call-by-call support 3rd Party PBX
(RTP)
•
PBX Phone (RTP)
Limited supervisor functionality 9197771313
o Recording will be supported with Gateway forking
Remote Agent over Broadband
• Remote agents using Cisco Unified IP Phone over a
broadband internet connection
• Cisco routers with the following features for remote
agent over broadband:
o Quality of Service (QoS) with Low-Latency
Queuing (LLQ) and Class-Based Weighted Fair
Queuing (CBWFQ) support
o Managed Switch
o Power over Ethernet (optional)
• Cisco VPN Client feature available in select Cisco
Unified IP Phones provides another option for
remote agents to connect their IP Phones to the
enterprise.
Deliver
Omnichannel
Social
Media
Seamlessly
Chat Email
Phone
Customer SMS
Journey
IVR Retail
Mobile Web
IoE
Cisco Context Service

“Only 3 percent of all companies can start a customer interaction on one
channel and seamlessly move to another channel, while still maintaining
all the context of the previous interactions”
Forrester Research, May 2016
52
Context Service
Cloud-based Omni-channel customer journey repository
Deliver
Omnichannel
Social
Media
Seamlessly
Chat Email • Enables a complete view
of the customer Omni-
channel journey
Phone
Customer SMS
• Better-informed agents
Journey
provide a superior
IVR Retail experience
• Out-of-the-box Cisco
Mobile Web platform integration
IoE
• Open web interfaces
enable partner
applications
Cisco Customer
Partner Applications
Collaboration Platforms
CONTEXT
SERVICE
Low Effort Personalized Delightful
HELP YOUR CUSTOMERS TAILOR CUSTOMER MAKE ALL CUSTOMER

ATTAIN THEIR GOALS INTERACTIONS BASED ON INTERACTIONS WITH
QUICKLY AND EASILY THEIR PERSONAL YOUR BUSINESS
PREFERENCES ENJOYABLE
One Click to Enable Context Service
Behind the Scenes:

Provide Connection Data Manage Workgroups
Validate App Type
Authenticate Access
Create Machine Accounts
Manage Cluster
Register Resources
Create Keys © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 55
Context Service Use Cases
• Customer Omni-channel journey
• Route to the last handled agent
• Route calls based on previous contact outcome
• Repeat or Abandoned call detection and action
• Tag call for follow up and run outbound campaign on all tagged calls
• Integrate multiple backend systems to deliver a unified view
Bridge Context from All Channels
Chat
Web
SMS
Email Social
Media
Phone
IVR
Customer Request
Agent
ACTIVITY ACTIVITY
ACTIVITY ACTIVITY Mobile
ACTIVTY ACTIVITY
Retail
IoE
Cisco Customer
Business Applications
Collaboration Solutions
Voice Integration with Context Service
Context
Phone IVR
Service Agent
Lookup Customer
Create Activity (with customer ID, custom fields)
Context aware self service and routing
Activity ID passed to gadget

Get Activity,
Customer History
Activity, Customer
details
Email and Chat Integration with Context Service
Email Chat
Context
Service Agent
Lookup Customer
Create Activity
(cust ID, fixed fields)
Send email/chat with

Activity ID
Get Activity, Cust, History
Activities,
Customer details
Context Service Agent Desktop Experience
• Gadget hosted in the
Gadget code automatically
cloud
downloaded from the cloud
• Shows all Requests and
activities by the customer
• Org can customize fields
layout
Voice
Email
Chat
Gadget UI dynamically
changes to render any data
Out of the box integration for Chat and Email.
** Scripting elements shown here, provide for voice

Context Service integration.
Context Service UCCX Editor Steps
LookupCustomers
Look up a customer by an identifier – caller ID, account number, etc..
GetCustomerInfo
Get data from a Customer object and save it in script variables
CreatePOD
Create an activity on the Context Service
RetrievePOD
Return last "n" activities based on a customer ID provided
Get POD Info
Get data from a Customer object and save it in script variables.
UpdatePOD
Update an activity on the Context Service Cloud
NEW
User Interface to Manage Hybrid Clusters
Find more information on managing clusters here.

NEW
User Interface to Manage Fields and Fieldsets
Find more information on managing fields here. © 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 64
Find more information on managing fieldsets here.

NEW
Preferred Language added to Customer fieldset
New Preferred
Language
dropdown
Single Select Dropdown: End-to-End Experience NEW
Admin experience – Create Drop Down Type Continued on next slide
New Type
Add Options
Single Select Dropdown: End-to-End Experience
NEW
Admin Experience: Set Default / Reorder / Delete Dropdown Field Values and Add the Field
to a Fieldset
Continued on next slide
NEW
Single Select Dropdown: End-to-End Experience
Use dropdown
Fieldset to
enhance IVR
experience
NEW
Single Select Dropdown end-to-end Experience
Agents can
select/update
option from the
Desktop
Design your Activity by Business Workflow or
Channel
Activity for Incoming Calls Activity for Mobile App Shopping

• Tags • Tags
• Notes • Products browsed
• IVR Menu Selected • Shopping Cart items
• Caller Authenticated
Modify Activity Design as your Business Evolved
Activity for Incoming Calls Activity for Mobile App Shopping

• Tags • Tags
• Notes • Products browsed
• IVR Menu Selected • Shopping Cart items
• Caller Authenticated • Location
• Survey Score
Activity
Anatomy of an Activity
Fixed Fields Custom Fields
Service User Cisco Base Customer
Managed Managed Template Defined
Customer
Activity ID Notes Field 1
ID
Request
Date Time Link Field 2
ID
MediaTyp
State …
e
Workgroup FieldSets Field n
Contributo
Tags
rs
Context Service APIs – For Cisco and Custom apps
Java SDK with
Context SDK
Dynamic Extension Create objects
Context
Create client keys
• Enables registration Determine privacy
Encrypt Data
• Maintains heartbeats and auto Request keys from KMS Key
updates extension Store
Create & Encrypt SCR with KMS
• Manages authorization & Bind keys to resources
encryption Auto-update via Fusion
Metrics management
Identity
• Reports latency & errors Authentication
• Provides easy to use interface Manage workgroup access
to read, write, update or look up Client Registration

Updates
data Status reporting
• Create, Update, Search, etc..
Find sample SDK scripts including data import/export, REST Web app wrappers, etc.
in the developer portal under “Sample Code”.
Context Service Entitlement Rules
• Entitled to customers with active SWSS subscription on:
• UCCE, PCCE, HCS
• UCCX
• CVP
• Must use with at least one of the products listed above
• APIs can be used to integrate with business applications
• TAC will require a list of all Cisco and non-Cisco integration
• S+ doesn’t provide entitlement but can be used along with other Cisco entitled
products
Start using Context Service
Cisco Cisco
Customers
• G
• Ask your Cisco Partner to S
create your org account (
and enable Context Service C
p
Context Service Registration for Partner use
I am a Cisco CC Partner, how can I access Context Service?
• Partner enrolls in the Cisco Unified Workspace for Partners (CUWP), Cloud program
www.cisco.com/go/cuwp
1. Complete CUWP Partner Program Enrolment process on the PPE site
2. Create a CUWP, Cloud configuration in CCW
3. Place the order directly with Cisco or with a Cisco Authorized Distributor using the CCW Deal
ID
• More details on CUWP Cloud here https://
www.cisco.com/c/dam/en_us/partners/downloads/partner/WWChannels/download/incentive/cu
wp-cloud-faq.pdf
Context Service Registration for Partner use
I am a Cisco CC Partner, how can I access Context Service?
• Partner gets a Spark Organization. Context Service is automatically enabled for all Partner
Orgs.
• Partner admins can login to the Cisco Spark Control Hub (formerly Cloud Collaboration
Management) portal via https://admin.ciscospark.com
• Partner will use the admin credentials to register and connect their UCCE/UCCX to Context
Service
Cisco Spark
Control Hub
• Partners creates new org to
enable Context Service for
customers
• Select Spark Message Trial
along with Context Service
Non-Trial service
• Spark Message Trial
expiration won’t end Context
Service Non-Trial service
• Partners can create test orgs
for their own testing
Context Service Deployment Sample Flow
Partner creates Org
account with Context Org admin receives
Service entitlement in welcome email
Cloud Collab Mgt
Register CCE or CCX Org admin accepts

server(s) with Context Cisco ToS and creates
Service using org admin admin password in
account Cloud Collab Mgmt.
Enable Context Gadget

Agent uses CS gadget to
in Finesse for basic use
create/search customer &
case: customer
create activities manually
interaction history
Build IVR flows to Enable Context from

automatically create Cisco multichannel
activity. Lookup cust. to products, when
For help with Context Service -
• Partner Onboarding
• Customer Org creation registration
• Configuration or
• Use cases
Email ask-context-service@cisco.com
Email and Chat
NEW
CCX Email/Chat Improvements
• Signature • Typing indicator

• CC, BCC, Reply All • Group Chat
• Forward • Chat Wrap-up
• Editable To Field
• Email Wrap-up
Web Chat
Functionality
• Two choices for routing Packaging
algorithms
• Integrated multi-
o Most Skilled
session Web Chat
o Longest Available functionality included
• Toaster Audible and Visual Alerts with the premium seat
license
• Agent Alias
• 60/120 agents
• Real time reports depending on
•
Simple to Deploy deployed OVA
Transcript retention and retrieval,
download by customer • Built-in tool to create • Web Chat will require
• Pre-defined Responses (500) sample code for separate server to host
customer website form SocialMiner
• Configurable “agent no answer”
and “chat idle timeout” • Complete • Browser based agent
configuration in 5 and supervisor
• Offer Voice Call When on Chat simple steps interface
Web Chat Flow
1
Web Server
Internet 10 11
3 2
UCCX SocialMiner
DMZ Chat Proxy

Context
Service Cloud
5 4
1. Customer sends a chat request
2. SocialMiner proxy service receives the chat
6 9
request (from the Web server)
CUCM Cluster 3. SocialMiner notifies UCCX of an incoming chat
4. UCCX offers chat to agent
7 8
7 5. Agent accepts chat offer
Agent
6. Agent reply gadget joins chat room
7. Get PodID from SocialContact
8. Get related customer activities and present
them in the Context Service gadget
9. The agent and customer chat via proxy
10. Chat ends
11. Customer is offered to save transcript
Web Chat Architecture
Media
Web Server
85
Web Chat Gadget (11.6) New Chat
Notification
Chat and Email State Control
NEW
Wrap-up
NEW
Reason
Group Chat Codes
Predefined
Responses
NEW
Web Chat – Initiate Group Chat
Initiate Group Chat
Select queue
Include140 character note
Web Chat – Accept Group Chat NEW
Accept Group Chat

Chat notes
Decline Group Chat
Chat history
Join notification
Typing indicator
NEW
Web Chat – Group Chat Features

Category
Reason
Selected Wrap-up Reasons (Max 5)
Leave Group Chat
End Group Chat

Web Chat Transcripts and Live Data Reports
• Chat Agent Statistics and Chat Queue Summary Reports
• Transcript download after chat (in PDF)
Agent Email
• Multiple routing algorithms:
o Most skilled agent SocialMiner
o Longest available agent
o Last agent
• Rich-text editor with quick buttons to add
attachments, links, and pictures (10MB
max each.
• Up to 10 attachments allowed for a total
max of 20MB)
• Quick-reply with predefined responses
• Email re-queue or discard
• Toaster notification and Auto-accept
• Live Data and Historical Reporting
• Exchange with secure IMAP/SMTP
Agent Email Flow
11
1 Exchange
Exchange* Edge*
2 Internet
UCCX 10 6 2
3 SocialMiner
DMZ Context
Service Cloud
5 4
1. Customer sends an email which arrives at the Exchange

6 9 mailbox
CUCM Cluster 2. SocialMiner checks for emails periodically and notifies UCCX
(metadata)
7 8 3. UCCX queues the emails in associated CSQs
Agent 4. When an agent is available, UCCX assigns the email to the
agent
5. The email gadget on Finesse automatically accepts the email
6. When the agent clicks on the particular email, content is
fetched from the mail server and rendered in the reply pane
7. Get PodID from SocialContact
8. Get related customer activities and present them in the
Context Service gadget
9. The agent sends a reply
* Exchange deployment model is for illustrative use only
10. SocialMiner sends the email via secure SMTP to Exchange
11. Exchange sends the email to the customer
Agent Email Architecture
Office 365
Agent Email Setup Packaging
• Included with the premium seat
license
• 60/120 agents depending on
deployed OVA
• Email media handling with
SocialMiner
• Finesse Gadgets
• Support for SOCKS proxy to
integrate Office 365 cloud
Exchange Servers
Simple to Deploy
• Complete configuration in 3
simple steps
Agent Email (11.6) New Email
Notification
NEW Reply/Forward NEW
Options
Rich Text Editing Wrap-up
Re-queue Discard Reason Codes
Chat and Email

State Control
Queue
Email Reply Pane

Agent Email - Discard Option
Email Discard
Button
Agent Email - Response Options
Requeue
Discard
Reply
Reply All NEW
Forward
Editable To field,
Adding additional recipients
NEW CC Larger attachments:

Total: 20 MB
BCC
Each file: 10 MB
NEW
Agent Email – Wrap Up
Search Wrap-up Codes

Category
Reason
Selected Wrap-up Reasons

(Max 5)
Outbound
Outbound Agent
Direct Preview, Predictive and Progressive Dialer:
o Up to 150 concurrent outbound sessions
o Separate license is required for
Predictive/Progressive
Blended inbound and outbound operations
o Call Progress Analysis on SIP Gateways
o Outbound Activity Reports
o Campaign Management with API support
Cisco Finesse Preview Outbound
Outbound Agent
Direct Preview, Progressive & Predictive
• All Outbound Modes – Agents are put in “Reserved (Outbound)” State
• Direct Preview Mode - A reservation call lets the agent decide how to respond to the contact
• Direct Preview Mode - When the agent accepts the contact, the outbound call is made
Outbound Agent – Callbacks and Call Reclassification
Agent who receives a direct
preview outbound call will see
the Reclassify button
• The call starts as Voice and can be reclassified multiple times back and
forth
• The Reclassify button and “BA Response” call variable show the
current call classification
Outbound Agent – Call Flow
1 3
3 4
UCCX
Gateway PSTN
Finesse
2 5
Agent
1. Administrator imports campaign contacts

CUCM Cluster 2. UCCX reserves the outbound agent
3. UCCX calls the contact
4. Gateway performs CPA and notifies
UCCX
5. If CPA is voice, UCCX transfers call to the
agent
Outbound IVR – Call Flow
1 2
2 3
UCCX
Gateway PSTN
IVR 4
1. Administrator imports campaign contacts

2. UCCX calls the contact
CUCM Cluster 3. Gateway performs CPA and notifies UCCX
4. If CPA is voice, UCCX transfers call to IVR
1. If Phone #1 is not answered call Phone
#2
2. If Phone #2 is not answered call Phone
#3.
Campaign Management – Updated Interface
NEW
Campaign
Controls
• Ability to Start and Stop Campaigns

• Import Contacts
• Retry Options
• Dialing Properties
• Allow / Disallow Duplicate Contacts
Video Customer Care
Video Care with Jabber Guest
Functionality
• Two way video interaction using
Jabber Guest Packaging
• Video in queue (non-interactive)
• Collab Edge
using hold step and VoH
infrastructure required
• Standard Unified CCX reports for along with Jabber
video calls Guest
• Audio only • Video on Hold needs
o Silent monitoring MediaSense
o Recording with UCM based • 10.5(1)SU1 and later
recording • Endpoint support for
o Interaction for initial IVR Simple to Deploy 89xx, 99xx, DX, EX
treatment series
• Simple to configure
• Intercept, conference and barge in web URI for the
with video requires MCU website or SDK for
iOS application
Video Care with Remote Expert Mobile
• In-app voice & video communications
o 1 or 2 way video
• WebRTC to SIP gateway
• Expert Assist
o Mobile native app-share, remote control and web co-
browse
o Expert annotation
o Expert document push & URL sharing
o Assisted form filling
o Sensitive data masking
• Media handling
o STUN server for client external IP identification
o UDP port multiplexing
o Media encryption / decryption
o Opus, G.711 & G.729 audio transcoding
o H.264 & VP8 video transcoding
Cisco Unified Intelligence
Center Reporting
Cisco Unified Intelligence Center Reporting
CUIC Overview
Historical Reports
Live Data Reports
Available Reports
Inbound Voice Historical Reports
RED = New in 11.6 NEW
Abandoned Call Detail Activity Report Chat Historical Reports Outbound Historical Reports
Aborted Rejected Call Detail Report Chat Agent Detail Report IVR Outbound Campaign
Agent Call Summary Report Chat Agent Summary Report Summary Report
Agent Detail Report Chart CSQ Activity Report IVR Outbound CCDR Report
Agent Login Logout Activity Report Chat CSQ Agent Summary Report IVR Outbound Half Hourly Report
Agent Not Ready Reason Code Summary Report Preview Outbound Agent Detail
Chat Traffic Analysis Report
Agent State Detail Report Performance Report
Agent Stat Summary by Agent Report Email Historical Reports Preview Outbound Campaign
Agent State Summary by Interval Report
Email Agent Activity Report Summary Report
Agent Summary Report
Agent Wrap Up Data Summary Report Email CSQ Activity Report
Email CSQ Agent Activity Report Agent Live Data Reports
Agent Wrap Up Detail Report
Email Inbox Traffic Analysis Report Agent CSQ Statistics Report
Agent All Fields Report
Agent State Log Report
Call Custom Variables Report Email Resolution Detail Report
Agent Statistics Report
Called Number Summary Activity Report Email Response Detail Report Agent Team Summary Report
Common Skill CSQ Activity Report Email Traffic Analysis Report Agent Call History
Contact Service Queue Activity by CSQ Report Email Contact Detail Report
Contact Service Queue Activity Report
Supervisor Live Data Reports
Contact Service Queue Activity Report by Interval Report System Historical Reports Team State Report
Contact Service Queue Activity by Window Duration Application Performance Analysis Report Team Summary Report
Contact Service Queue Call Distribution Summary Report
Application Summary Report Voice CSQ Agent Detail Report
Contact Service Queue Priority Summary Report
License Utilization Hourly Report Voice CSQ Summary Report
Contact Service Queue Service Level Priority Summary
Remote Monitoring Detail Report Agent Outbound Team Summary
Contact Service Queue All Fields Report
Chat Agent Statistics Report
CSQ Agent Summary Report
MultiChannel Reports Chat CSQ Summary Report
Detailed Call by Call CCDR Report
Wrap-Up Reasons Report for Chat and Email Email Agents Statistics Report
Detailed Call CSQ Agent Report
MultiChannel Agent Report Email CSQ Summary Report
Priority Summary Activity Report
Traffic Analysis Report
CUIC – Ease of Use
Navigation
Search Favorites
CUIC - New Report Creation and Report Actions
New report creation
Context-sensitive actions
On folders On reports
NEW
CUIC - Simplified Chart Creation
NEW
CUIC – Simplified Dashboard Creation
Variety of widgets
NEW
CUIC - Supervisor Historical Reports

Login to CUIC as Supervisor
Historical and Live Data reports
Reporting only on agents and queues associated with supervisor

NEW
CUIC - Email Reporting
CUIC - Email Live Data
CUIC - Agent Email Historical Reports
Email - Agent Activity Report: Presents statistics of the email-enabled agents on a per day basis.
Email – Traffic Analysis Report: Gives the count of email messages that are received for each email address
Email – Contact Detail Report: Presents information about each email contact that is handled by the agent.
Email – CSQ Activity Report: Presents email activity statistics of agents in a CSQ on a per day basis.
CUIC - Chat Reporting NEW
Chat CSQ Summary Report & Chat Traffic Analysis Report
CUIC – Agent Chat Reporting NEW
With Group Chat Reporting
CUIC - Multichannel Reports NEW
Agent Summary Report
Emails
Chats
Outbound Calls
Inbound Calls
Agent name and ID
CUIC - Multichannel Reports NEW
Wrap-Up Reports
Category
Chat Email Total
Reason
Agent
Filter by Agent Name, Interval, Category

Off-the-box CUIC
Embedded Intelligence Off-the-box Intelligence
Features
Center Center
License Standard (included) Premium (optional)
VM Not required Additional VM (can be on same server)
Data Sources CCX Only Multiple
UCCX Reporting Historical and Live Data Historical Only
UCCX User Sync Included Not Available
Custom Reports Developed externally and imported Custom Reports can be developed
Live Data Reports Licensing
• No Live Data Reports
IP IVR License
Workforce Optimization
Workforce Optimization
Quality Management
• Local recording storage in distributed
environments
• A real time recording status application
• Editing evaluation comments
• Finesse Gadgets for recording controls
• Live Screen and voice monitoring
• Eliminate Java Dependency
Workforce Management
• Configurable Schedule retention time
• Configurable Schedule Editing Privileges
Configurable by teams
• Intraday forecast readjustment
• Multi-Channel Forecasting
• Agent Schedules on Mobile
Licensing changes
• WFO can be ordered with CCX Enhanced as well
as Premium
Dashboard Widgets
Agent Experience Supervisor Experience

Customizable widgets to track
• Key performance indicators
• Average quality scores
• Evaluate transactions
• Overall performance
• Take action to improve quality and performance
• Workforce management metrics
Gamification
Gamification
• Badges for Quality Scores and

Adherence levels
• Provides supervisor visibility to

agent badges earned
• Apply the right peer coaching at

the right time for the right
agents
Workforce Management MIN/MAX HOURS PER AGENT
• The ability to set min/max paid
PARTIAL DAY TRADE/OFFER
hours rules reinforce compliance
• The ability for agents to with work rules and payroll
trade/offer a portion of their restrictions
schedules in addition to the
existing ability to trade/offer the
entire schedule for a day DYNAMIC AVAILABILITY
• Option to allow an agent the
Mask Agent Schedule Detail ability to indicate their availability
(Trades/Offers) to work with in administratively
• The Global Configuration option defined parameters This is used
to mask the other agent’s to create agent’s schedules
schedule details (Trades/Offers)
Enhanced Real Time Adherence
Data
• Ability to see the Duration and
Agent is in a state with in the RTA
Drawer (Agent Schedule Screen)
& the RTA Widget. Multilevel sort
in itsWidget
© 2016 Cisco and/or affiliates. All rights reserved. Cisco Confidential 130
Drag and Drop Scheduling Plus Contact and
Handle-Time Forecast Adjustments
Dynamic Scheduling
A simplified approach to the schedule creation and assignment process
Core Values
• Definable Roles
• Simplified Admin
• Scalable
• Agent Empowerment
• High Level of Satisfaction
Vacation Planning with HRMS Integration
• Track usage at hourly level
• Scheduler can set vacation allotments by day
• Enable import of entitlement and export usage

with external human resource systems
(HRMS)
• Calendar view of allotments and availability
Advanced Quality Management- Contact Review
Screen Recording
Search by agent,
custom metadata
or CTI fields
Add comments
Speech energy bar
Advanced Quality Management
Editing Evaluation Comments
Supervisors, Managers and

Evaluators can edit their own
comments and those of their peers
and others under their organizational
structure
Audit trail maintained for comment
originator and all editors
Finesse Search and Play Gadget
Supervisor Filters
Agent-Initiated Mentoring
• Agent initiated peer-to-peer mentoring

• Agent requests mentoring, peer accepts,
supervisor approves, both schedules
updated
Advanced Quality Management
Distributed Recording Storage
• Configure multiple locations by

teams, allowing recording
storage to be co-located with
agents
• Reduces the amount of WAN
traffic and maintains local
control of recordings
• All application playback is from
local media server
• Recording Metadata is still
centralized in SQL database for
unified application search
across organization
Localization and Reports Distribution
• Saved Reports with email distribution
Default set by administrator
Users can change on login page
User setting saved on their PC so they get consistent
login screen
Enhanced Administrator Reporting and Role
Expansion
System Administrator Role Business Administrator

o o Maintain business evaluations
Server access
o Report on “New, Update or Delete” Audit
Configure additional role access
Reports:
o Configure QM integration points (e.g. ACD, PBX,
AD) o Available to System Administrators
Telephony Administrator o Select specific date ranges
o Configure business rules around Who, What, When o Setup scheduled emailed reports
to record
o Configure and maintain workflow and retention
Advanced Quality Manager Administrative Auditing
• Report on “New, Update or Delete” actions made within QM Admin application

• Assign Retention periods for Audit Data
• Audit Reports:
o Available to System Administrators
o Select specific date ranges
o Setup scheduled emailed reports
WFO QM Licensing Changes
Pre-11.5 11.5 &11.6
Automated PCI compliance
Consolidated playback of voice and screen
Multiscreen Recording
Dashboards and alerts
Evaluation templates
Workflow
Reporting EOL
Encryption
Multiple Capture options
Search, play and export
100% recording
CR ($325) Basic Advanced CR ($325) Basic Advanced

QM ($495) QM ($695) QM ($495) QM ($695)
Agenda
Robust and Proven
All In One Solution
Easy To Use
Easy To Deploy
Single Sign-On
One Day Online…
Single Sign-On
Single Sign-On (SSO) permits a user to provide credentials only once in order to access multiple
applications. The process authenticates the user for all the applications they have been given
rights to and eliminates further prompts when they switch applications during a particular session.
Finesse CUIC Admin
Authentication and Authorization
Authentication Authentication is the process of verifying that

"you are who you say you are"
Authorization
Authorization is the process of verifying
that "you are permitted to do what you are
trying to do"
Protocols
Allows secure authentication without exposing
users credentials outside authentication provider
Allows secure consumer-server authorization

without credentials
Together SAML and OAuth make it possible for a user to authenticate once,
securely, and allow access to their data as needed
IdS - Identity Server
Explicit Initial SP – Service Provider Authorization Resource

IdP – Identity Server Server e.g. Fi-
Trust
Provider nesse
Agreement
TokenInfo
IdS
a
Au
e n
Ge
s
t
ct
he
t U ke
t
ir e e n
nt
To
aT
d
ic
In e e m
ok
a ti
e
on
Ag
n
Users
Client
Single Sign On Identity Providers
Deployment Environment
NEW
Agents Supervisors Administrators Finesse IPPA
Modes Unified CCX

Non-SSO Yes
SSO Yes
Hybrid No
15
SSO Install, Setup & Configuration
Register
Register Components
Setup IdS Enable

• Configure IdS Enable SSO
• Create trust relation
with Identity Provider
SSO: Authentication and Login
SSO: Integrated Windows Authentication
Finesse
Access to SSO enabled
Login using
Windows user
Unified CCX apps
credentials
CUIC
Admin
Agenda
Robust and Proven
All In One Solution
Easy To Use
Easy To Deploy
Licensing and Bundles
What Changes Came in 11.5?
Simplification
Reduction in number of license options
Bundling
CCX High Availability included in
the 25-seat bundle. Obsolescence
Finesse replaces older desktop
Off-box CUIC Premium license
included with CCX Premium
Summary of Licensing Changes That Came in 11.5
• Standard Licenses
• End of Life for Standard Licenses
• Promotional price to upgrade to Enhanced ($595)
• Premium Licenses
• CUIC Premium included for off-box CUIC
• Context Service for voice, email, chat
• Price increase for Premium - $1995
• Bundles
• HA included in 25 seat bundles; also available a-la-carte for smaller deployments
• New Enhanced 25-seat Add-On bundle
• Price increase for 25-seat bundles, no change for 5-seat bundles
• WFO
• End of Life for QM 10.x and 11.x
• Existing QM customers with SWSS get free upgrade to AQM
• SWSS price will stay at 16% of product list price, and therefore change as well, at the next SWSS renewal
CCX Licensing and Pricing Changes
Pre-11.5 11.5 & 11.6
Predictive Outbound Optional ($695) Optional ($695)
Preview Outbound
Advanced IVR
Email and Web Chat
SocialMiner Included
CUIC Premium for off-box CUIC Optional ($25,000) Included
High Availability Optional ($8,995) Optional ($14,995) In 25 seat Bundle* In 25 seat bundle*
Finesse Desktop
Context Service
Finesse IPPA
Routing EOL
Reporting – CUIC STD
Basic IVR
STD ($395) Enhanced ($1250) Premium ($1850) STD ($395) Enhanced ($1250) Premium ($1995)
* Available a-la-carte for smaller deployments

CCX Bundles
Bundle Current Price New Price Notes
5-ENH $995 $995 -
5-PRE $2,995 $2995 Includes SocialMiner, Off-box CUIC Premium
25-ENH $26,595 $29,995 Includes High Availability (HA)
11.5/6 25-ENH-ADD NA $24,995 For add-on only, HA not included
25-PRE $39,995 $51,995 Includes SocialMiner, HA, Off-box CUIC Premium
25-PRE-ADD $38,995 $44,995 For add-on only, HA not included
Ease of Deployment
Features
Faster Deployment
Deploy Your Help Desk with UCCX CVD Within Hours Instead of Days
Familiar, Scripted Cisco VOS installer
Try UCCX in Your Lab:

• NFR SKUs available for partners
• NPS SKUs available for customers
Deployment Specifications
Component vCPU vRam vDisk vNIC
100 agents OVA 2 8 GB 1 x 146 GB 1

1 x 60 GB
WFM 2 4 GB 1
1 x 50 GB
1 x 40 GB
QM Base Server 2 4 GB 1
1 x 146 GB
QM Recording 1 x 40 GB
4 4 GB 1
Server 1 x 146 GB
UCS or 3rd-party specs-based on Intel Xenon
Finesse High-Availability
• All clients will be connected to
UCCX primary node
• All clients redirect to secondary
node if primary node goes down
• Finesse Subsystem and UCCX
will be in or out of service at the
same time
• Finesse Server is co-resident
with UCCX so no additional
bandwidth consideration is
necessary
NEW
High Availability
Finesse Failover 11.5
Cisco Finesse Agent
Cisco Finesse
Cisco Finesse Cisco Finesse
Subsystem
All other CCX

All other CCX Services All other CCX Services
Subsystems
Unified CCX - Primary CiscoUnified

UnifiedCCX
Contact Center
- Secondary
Express - Secondary
NEW
High Availability
Cisco Finesse Agent
Cisco Finesse
Subsystem
All other CCX

Subsystems

UnifiedCCX
Contact Center
- Secondary
Express - Secondary
NEW
High Availability
Cisco Finesse Agent
No requirement to re-login after Finesse failover!!
Cisco Finesse
Subsystem
All other CCX

Subsystems

UnifiedCCX
Contact Center
- Secondary
Express - Secondary
Web-Based UCCX Administration
Cisco Unified CCX Administration and Cisco Unified CCX Serviceability together allow to:
• Configure and monitor overall system functions, applications, and subsystems
• Access a wide variety of system tools
• Perform many other administrative tasks
The Cisco Unified CCX Administration menu bar contains the following menu options:
• System
• Applications
• Subsystems
• Wizards
• Tools
• Help
NEW
Context Service Dashboard
Status: Online/Offline/Unknown/No Connectivity/Ready to Register
State: Registered/Not Registered/Unknown/Stopped
Unified CCX Editor
1
• Visual programming environment for creating, 2
modifying, validating, and debugging telephony
and multimedia application scripts
• Simplifies script development by providing
blocks of contact-processing logic in easy-to-
use Java-based steps.
• Steps have their own unique capabilities, from
simple increment to generating and playing out
prompts, obtaining user input, queuing calls, or
performing complex database operations.
1. Palette Pane: list of steps

4
2. Design Pane: create script
3. Variable Pane: create, modify, view script variables
4. Message Pane: validating, debugging messages 3
Unified CCX Editor
Advanced IVR Capabilities
Reduce costs with:

• Speech enablement
• Database Integration
• Generic REST API
• Custom Java Programming
• Enterprise data integration with Agent
desktop applications
• Third-party integration
Unified CCX Editor
Advanced Scripting with REST API Step
• Make a REST API request from CCX
script Scheduled Call Back from IVR
o Supports GET, POST, PUT, DELETE Schedule Find
o HTTP/S supported Callback? Suitable
Time
• Enables CCX scripts to leverage web • Find
services via RESTful mechanism • Use
out if
IVR
• Examples: the
prompt
custom
o Scheduled Call Back s to get
er
the time
o Queue level competency requirement wants a
of call
changes to manage sudden call volumes call
back.
back
o Getting data from external portals
NEW
o JSON Parsing support added in 11.6
Agent Email – Mail Server Configuration NEW
Exchange, O365, Gmail
Proxy
Agent Email – Signature Configuration NEW
Rich Text
Agent Alias
Images
500 Signatures + Pre-defined Responses
Web Chat – Business Hours NEW
Set hours for each day
Message for customer during off-hours
Holiday calendar
Schedule Custom business days
Agent Email and Web Chat Wrap-Up NEW
Configuration
Up to 25 categories
Up to 25 reasons/category
Campaign Management – Automatic
NEW
Import of Contacts
SFTP server to import contacts
Location of CSV file
Set order of fields
Schedule import
NEW
Support for PCI HIPAA Compliance

Transport Layer Security (TLS) 2.0
Needed for PCS-DSS 1.2 compliance by 30-Jun-2018

Two parts:
• Addition of TLS 1.2 support
• Removal of TLS 1.0 (and SSL) support (no longer considered “strong”)
Remediates POODLE and HeartBleed Exploits
TLS 1.1 and 1.2 are allowed by PCI
In CCE, TLS 1.0 removal may impact 3rd-party DB access (update driver)
https://blog.pcisecuritystandards.org/migrating-from-ssl-and-early-tls
IPv6 Support
Finesse Admin
CUIC
Dual stack support

Finesse deployments
High Availability Editor
V
IPv4 for:
o ASR/TTS S
M
o SocialMiner ASR/TTS/WFO Pure IPv4

Dual Stack
o WFO
Supported Pure IPv6
Not supported
E.164 Support
• Agent Desktop (Supported with Finesse desktop only)
o Agent extension with E.164
o Display of Incoming call
o Phonebook & keypad with E.164 support
• Configuration
o Route point support E.164
o Configuration API for Route Point support E.164
o Call Control Group (CTI Port)
o Outbound Contact List
• Reporting
o E164 support within DB schema, Intelligence Center
• Script Editor
o E164 support for Call control steps
Finesse Administration
• Integrated with UCCX App Admin
• Gadget Layout
• Call Variables
• Phonebook
• Reason Codes
o Not-Ready
o Sign-Out
o Wrap-Up
• Configuration API
• Workflows
Finesse Localization
• Agents choose their preferred language at
login time
• Agents can choose a different language each
time they log in
Finesse for CCX 10.5 Supported Languages

Chinese – simplified Finnish Polish
Chinese - traditional French Portuguese
Danish Italian Russian
Dutch Japanese Spanish
English Korean Swedish
German Norwegian Turkish
Browser Compatibility
Supported Browsers
Chrome 48
Internet Explorer 11
Firefox 45 Extended Supported Release (ESR) and higher ESRs
• Disable the pop-up blocker to access Unified CCX Administration

• Enable compatibility mode on IE 11 for the Unified CCX Administration
and Intelligence Center. Finesse works in native mode
Virtual Desktop Infrastructure (VDI)
Cisco Finesse
• High definition audio and video via local media

processing in a VDI deployment
• Built-In-Bridge for Recording/Monitoring
• Secured with sRTP
• Quality of Service via MediaNet
• Supported with Citrix XenDesktop, Citrix XenApp for

Published Desktops, VMware View
• Enable agents work in a 100% virtualized
environment
NEW
Other enhancements
Access Not Ready reason codes from script

Faster upgrades
Up to 40% faster upgrade
Up to 50% faster Switch Version
Upgrade Paths to Unified CCX 11.6
9.0(2)SU3, 10.0(1)SU1,
10.5(1)SU1, 10.6(1),
Direct Upgrade 10.6(1)SU1, 10.6(1)SU2, 11.6(1)
11.0.(1), 11.5(1),
11.5SU(1)
Indirect Upgrade 8.0(2) SU4 8.5(1) SU4 10.6(1) 11.6(1)
Fresh Install 3.x, 4.x , 5.x, 6.x, 7.x 11.6(1)

Unified Contact Center Express

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Technical Sales Presentation

Cisco Spark Care

10.0 10.5 10.6 11.0 11.5 11.6

Desktop Reporting & Monitoring

Agent Experience Supervisor Experience Admin Experience

CCX – Core System Improvements with 11.6

• Finesse failover enhancements

Robust and Proven

All In One Solution

Robust and Proven

All In One Solution

 Blended Outbound  Simple to Deploy  APIs

Chat & Email

• Providing choice in virtualized server models and hardware

• Boot from SAN is supported

• Three OVA profiles are available for easy deployment

• Outbound Campaign Management

• Finesse Desktop APIs

• SocialMiner web chat and search

• Interaction with 3rd party services

Deployment Infrastructure Enhancements in 11.6

Proxy and Header Support

Email: Gmail, Office365, Exchange

VMware ESXi 6.5, HyperFlex

Proxy Support for Office 365, Gmail, SocialMiner on BE6000

Robust and Proven

All In One Solution

Retention Exceptions (Contact Center)

Contact Center is just one step in the Customer Journey

Ecosystem Advanced Inbound

Voice, Video Web Chat, Email API Context Service

Apps enabled with CC

• Browser-based agent desktop for

Max # of Team Phonebooks 300

Not Ready Reason codes Sign out Reason codes

Max # of Global Codes 100 Max # of Global Codes 100

Max # of Team Codes 100 Max # of Team Codes 100

• Make call from Ready state

Call from Ready State

Finesse Features : Agent State changes

State change based on non-ACD line busy

Display System Generated Not Ready Reason

Finesse Features: Queue details in call variable layout

• Configure Queue details in call variable layout and workflow (Admin)

• View Queue info in call variable layout (Agent)

• View Queue info in screen-pop (Agent)

CCX Supervisor Enhancements

• Monitor Manual outbound calls on ACD line • Reason Code labels

Monitoring ACD and non-ACD Calls

Outbound call on ACD line

Change Agent State Option to include logged out agents

• Supervisor Controls only with ENH/PRE license

Cisco Finesse IP Phone Agent

Data Migration https://developer.cisco.com/site/finesse/downloads/cad-to-finesse/index.gsp

16 Jan 2015 15 July 2016 31 July 2018

Mac OS Firefox ESR 45 and higher ESR’s

• If the agent is in TALKING state, the supervisor clicks

• Extend and Connect feature is available with

o Accept, transfer, conference, disconnect

o Recording will be supported with Gateway forking

Cisco Context Service

Forrester Research, May 2016