Cisco Unified Contact Center Express 8.

0 (CCX)

Cisco Collaboration (exjun@cisco.com)

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

Agenda
UCCX 8.0 Overview
- Appliance - Platform

- Localization

UCCX 8.0 Deployment Model UCCX 8.0 HA Architecture

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2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

UCCX 8.0 Overview

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

Release 8.0 Overview

New Features
Move from application on Windows to Appliance Model (Same as UCM) Support for High Availability over the WAN Minor desktop enhancements WFO Enhancements Support for new Cisco IP Phone 89XX, 99XX All components will follow UC release numbering (e.g CAD, CR/QM/AQM WFM in CCX 8.5) Serviceability Pages( Control Center, Trace Configuration) have been moved to UCCX Serviceability Administrator

Total Cost of Ownership

Improvements to events & alarms for better clarity and consistency Support for Diagnostic Portal as the single point of interface for all VTG products Simplification of Daylight Savings Time updates
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

CCX 8.0 Appliance Model

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2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

UCCX Server Changes

Running on LINUX-based OS and not Windows
Deployed as an appliance
1. 2. Everything that runs on the server is tested and certified by Cisco No third party software can be installed This is a long standing CCX policy NOTE that as of release 8.0 it will be enforced 3. Users have limited access to the server
Presentation_ID

No access to regular shell No root access to anyone Limited access is allowed via a customized shell (i.e. CLI)
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2006 Cisco Systems, Inc. All rights reserved.

What is the general impact?

Installing, running, or modifying OS scripts or processes is prohibited
Very limited access to the local file system for both reading and writing No longer possible to map and access external shared file systems

Access via the CCX 3rd Party CTI Protocol continues to be available

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2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

Cisco Developer Community for UCCX

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2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

Limited Local File System Access

Single directory will be opened for reading/writing
IO access is limited to workflow steps and custom Java I/O

Limited disk quota imposed on this directory (1.5 GB)

CLI provided to allow management of this directory

Not automatically backed up or restored Not synchronized between HA servers Should only be used for temporary storage Document Repository is recommended

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

UCCX Script Editor Changes

Script Editor can no longer can be installed on the CCX server
Script Editor must be downloaded and installed on laptops or workstations Some steps and some expression syntax will now be limited

Two versions can be installed on the same client

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2006 Cisco Systems, Inc. All rights reserved.

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CCX 8.0 Platform Changes

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2006 Cisco Systems, Inc. All rights reserved.

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11

OS, DB & Server Hardware Platform Overview

OS & Database
Red Hat Linux & IBM Informix Exactly the same platform as Communications Manager Rack Mount Servers Media Convergence Servers (IBM only OEM), IBM exact MCS equivalents, HP compatible 7845 class ~4 months post 8.0 FCS Unified Computing System (UCS) Support for CCX but not WFO options ~2 months post 8.0 FCS
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Rack Mount Server Support

New Appliances:
MCS7816I4-K9-CXA1: MCS7825I4-K9-CXA1: MCS7835I3-K9-CXA1: CCX 8.x 7816-I4 Appliance 1xE8400 CPU, 2GB RAM, 1x250 HDD CCX 8.x 7825-I4 Appliance 1xE8400 CPU, 2GB RAM, 2x250 HDD CCX 8.x 7835-I3 Appliance 1x5504 CPU, 4GB RAM, 2x146HDD

MCS7845I3-K9-CXA:

CCX 8.x 7845-I3 Appliance 2x5540 CPU, 6GB RAM, 4x300HDD

Bare Metal Servers

MCS 7845 I3, MCS 7835 I3, 7825 I4 and 7816 I4 platforms and exact MCS equivalents from IBM; compatible HP servers from HP

Legacy Servers
7835/45 H2/I2 CCX2, 7816/25 H3/I3 7835-I2/H2 and 7845-I2/H2 will be supported only after hard drives are upgraded to support increased capacity (e.g. I3 & I4 capacities) Support will not be provided for 78XX-I1/H1, 7815-I2*, 7825-I2/H2 or earlier
*may revisit if expansion disks become available
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Unified Computing Systems Cisco Rack Mount

FCS UC 8.0 + ~2 months Single CCX VMWare Profile Support all current system maximums
e.g. 300 agents, 32 supervisors (depending on final profiling)

CCX WFO options not currently supported for this release

Must be deployed on separate rack mount MCS or IBM or HP MCS equivalents

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2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

14

Roundtable (RT) Phone Support in Dactyl

89XX, 99XX RT phones Join Across Lines (JAL) & Direct Transfer Across Lines (DTAL) Simple Join & Direct Transfer is also introduced for 89XX, 99XX and 79XX

8961
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

9971
15

Design Decisions
Since Across-Lines features are supported, CCX will need to attach observers to secondary lines
We are observing max four lines on all devices

Agent logon is restricted if this is exceeded

These lines will be reported on in Historical Reports

Agent state model updated/enhanced for JAL/DTAL

Agent state dependent only on ICD lines (with exception of JAL/DTAL surviving on secondary lines)
i.e. multiple ACD lines not supported in CCX 8.0 (on roadmap)

CTI Server will filter events occurring on secondary lines so CAD will not display calls on those lines
Historical reports will display call activity on secondary lines.
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

16

Licensing changes1
Node locking

All new, add on and upgrade licenses are available via eDelivery physical delivery remains an option
Both primary and warm standby (HA) servers will be node locked

Demo license pre-packaged on Appliance and physical media (DVD)

3 demo licenses to choose from: Standard Enhanced Premium 25 seats 25 seats with HA 25 seats with HA, CR, QM, AQM, WFM

Demo licenses expire 30 days after initial upload

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

17

Licensing Changes2
All upgrade licenses now checked against previous version
Example: An upgrade for 100 seats of Premium HA from release 4.0 to 7.0 will require *both* the original 4.0 license as well as a new upgrade license
The upgrade license validates the 4.0 release feature set for use in 7.0 and will check primary server, HA server and seat licenses Cisco Product Upgrade Tool upgrades using ESW or UCSS have been using this model for some time

In 8.0 a la carte upgrades will also be using this model

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

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18

Upgrades
Direct Upgrade Indirect Upgrade No Upgrade Fresh Install

5.0 and 7.0

8.0

3.x

4.0

7.0
8.0

8.0

4.1 or 6.0

Direct upgrade window of 5-8 hours Indirect upgrade much more: requires intermediate UCM & CCX upgrades Upgrade utility from 4.0 to 7.0
Preserves settings, configuration data (including CAD) and CDR data Single exception: recordings are not preserved
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

19

Appliance Upgrades
Easy to Revert Back to Original Version Active Version Inactive Version New Software Is Moved into Production at Customers Convenience

Cisco Unified CCX 8.0

Cisco Unified Empty CCX 8.5

Installation Time Is Reduced

Hardware

Business Disruption for Upgrades Is Minimized

Net Result: Downtime for Changes cut by 50% or more!

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

20

CCX Localization

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

21

Release 8 Localizations Highlighted in Yellow

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2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

22

UCCX 8.0 Deployment Model

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2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

23

Unified CCX In Same Location as Call Agent Single Site Deployment

Today

Call agent can be CUCM or CME

All agents and supervisors are in the same location Single node Unified CCX with no redundancy Two nodes Unified CCX for HA with server redundancy

Unified CCX

Unified CM Cluster

PSTN

Bandwidth consideration: None

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Unified CCX In Same Location as Call Agent Remote Branch Agents

Same as previous case
Unified CCX

Today

Might require transcoder for calls between sites

Bandwidth consideration:
Unified CM Cluster CAD/CSD call control and agent state events Historical and Realtime Reports

IP WAN

PSTN

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2006 Cisco Systems, Inc. All rights reserved.

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25

Unified CCX Remote from Call Agent

New PSTN
Unified CM Cluster
Unified CCX

IP WAN

Support only CUCM as Call Agent (No CME) JTAPI over WAN support since CUCM 7.1(2)

Provide server redundancy in CCX site if 2 nodes are used

Transcoder for calls between sites Bandwidth consideration:
JTAPI call signaling, remote agents, historical and realtime reports
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

26

Unified CCX HA over WAN

Unified CM Cluster

New

IP WAN
Unified CCX Cluster

Provide site redundancy for disaster recovery

Latency: 80 ms RTT between Unified CCX nodes (same as CUCM CoW) Bandwidth: 2 x T1 between sites (Not yet finalized, final bandwidth will base upon test result)
1st T1 for CCX intra-cluster communication and external communication with other components (see next slide for detail) 2nd T1 for database replication

Note: Cold Standby Option will no longer be available.

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Bandwidth Detail
CCX HA over WAN Bandwidth: Master Standby Database Replication Heartbeat and RMI Status between Nodes JTAPI Call Signaling Call Control and Agent State Events for CAD/CSD VoIP Monitor and Recording Agent Sync via AXL Realtime Report CUCM CoW Bandwidth (extra on top HAoWAN BW): ICCS Customer Responsible Bandwidth: Historical Report Wallboard Enterprise Database Email

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

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28

Bandwidth Consideration After Island Merge

HDS (Historical Datastore), RDS (Repository Datastore) and ADS (Agent Datastore) in database will start merging after WAN link is restored which could generate heavy WAN traffic depending how much data needs to be merged.

It is recommended that restoring WAN link should be done after hours in order to have less impact on call handlings.

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

29

UCCX 8.0 HA Architecture

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

Cisco Confidential

30

CCX 8.0 HAoWAN Overview

High Availability over WAN

Minimize changes to HAoLAN behavior while
supporting HAoWAN. HAoWAN will support conversion from CCX 8.0 HAoLAN to CCX8.0 HAoWAN, and vice versa. Current cold Standby policy no longer available (non HA customers will be required to purchase HAoWAN)
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Unified CCX 8.0 HA Architecture Engine Redundancy

M S

LAN/WAN

Engine + Database + CAD Services + VoIP Monitoring/Recording

Engine + Database + CAD Services + VoIP Monitoring/Recording

Maximum of 2 Servers Active (Master)/Standby Engine Primary Engine/Preferred Master

First Node in the Cluster
8.0

Apply to Island Mode Merge and Re-elect Master from AppAdmin

Separate by LAN or WAN

8.0

Failover detection time based upon deployment type:

For LAN, heartbeat is sent every 0.5ms and failover if missing 5 heartbeat For WAN, heartbeat is sent every 1s and failover if missing 10 heartbeat
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

32

Unified CCX 8.0 HA Architecture Database Redundancy

M
Publisher Subscriber

LAN/WAN

Engine + Database + CAD Services + VoIP Monitoring/Recording

Engine + Database + CAD Services + VoIP Monitoring/Recording

Publisher/Subscriber
Data is written from database master and then replicates to the standby database Database mastership follows the engine master
8.0

If one the database fails, data is written to the surviving database except for CDS (Configuration datastore) Data can be written to CDS only if both database publisher and subscriber are up HR are generated from database where standby engine located
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Unified CCX 8.0 HA Architecture Monitoring and Recording Redundancy

LAN/WAN

Engine + Database + CAD Services + VoIP Monitoring/Recording

Engine + Database + CAD Services + VoIP Monitoring/Recording

All recording and monitoring servers are active Recording

Load balanced in round-robin fashion If one recording server fails, all recordings are performed by the surviving server

SPAN Port Monitoring

Load balanced static configuration (Cisco Desktop Administrator)

Desktop Monitoring
Backup by SPAN Port Monitoring Active/Standby Model
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Unified CCX Engine Failover

DC-1
M S M S

DC-2

WAN
M S M S

Pub

Sub1

Sub2

Branch

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2006 Cisco Systems, Inc. All rights reserved.

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Unified CCX Engine Failover

DC-1
S M

DC-2

WAN
S M

Pub

Sub1

Sub2

Branch

Presentation_ID

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Data Center Failure

DC-1
M M S

DC-2

WAN
M M S

Pub

Sub1

Sub2

Branch

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

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Data Center Failure

DC-1
M

DC-2

WAN
M

Pub

Sub1

Sub2

Branch

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2006 Cisco Systems, Inc. All rights reserved.

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WAN Link Failure Island Mode

DC-1
M

DC-2

WAN

M S

Pub

Sub 2

Sub 1

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WAN Link Failure Island Mode

DC-1
M

DC-2

WAN

Pub

Sub 2

Sub 1

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2006 Cisco Systems, Inc. All rights reserved.

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Agent Failover in Island Mode

DC-1
M

DC-2

WAN
Sub1 Sub2

M S

Pub

Branch

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

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Agent Failover in Island Mode

DC-1
M

DC-2

WAN
Sub1 Sub2

Pub

Agent Extension In Service OOS

Branch

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2006 Cisco Systems, Inc. All rights reserved.

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Agent Failover in Island Mode

DC-1
M

DC-2

WAN
Sub1 Sub2

Pub

Agent Extension In Service

Branch

Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

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Optional Server Deployment

ASR/TTS

LAN

Wallboard Server

LAN/WAN

SMTP Server

LAN/WAN

WFM/QM

LAN/WAN

Enterprise Database

LAN/WAN

Note: EIM/WIM will not be supported starting from Cisco Unified CCX 8.0
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential

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Presentation_ID

2006 Cisco Systems, Inc. All rights reserved.

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