ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted ...

73 Pages·2008·1.96 MB·English

by  Cisco Systems

ARI Deployment Guide
for Cisco Unified Intelligent Contact Management
Enterprise & Hosted
Release 7.5(1)
July 2008
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Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................2
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation, Obtaining Support, and Security Guidelines....................................................4
1. About ARI Deployment................................................................................................................................5
Supported ACDs in this Release of the ARI Deployment...........................................................................6
Advantages of the ARI Deployment............................................................................................................6
Who Might Chose to Implement the ARI Deployment?..............................................................................7
Supported Features....................................................................................................................................7
Unsupported Features................................................................................................................................8
2. Architecture and Models for the ARI Deployment.......................................................................................9
Overview of Architecture and Core Components.......................................................................................9
Platform and Network............................................................................................................................9
The Central Controller (Router and Logger)........................................................................................10
The Peripheral Gateway (PG)..............................................................................................................11
The ARS PG........................................................................................................................................12
The Admin Workstation (AW)...............................................................................................................14
The CTI Server....................................................................................................................................14
CTI OS.................................................................................................................................................15
The ACD/PBX......................................................................................................................................15
The Voice Response Unit (VRU)..........................................................................................................15
Examples of Deployment Models for the ARI Solution.............................................................................18
3. Installation and Configuration for the ARI Deployment.............................................................................21
Installation................................................................................................................................................21
About the Server Where You Install ARS PG.......................................................................................21
Preparing a Server for the ARS PG.....................................................................................................22
Installing the ARS PG on the Server...................................................................................................24
Installing CTI OS Server on the ARS PG Server Machine..................................................................29
Installing the Agent and IPCC Supervisor Desktops...........................................................................30
Configuration............................................................................................................................................31
About ACD/PBX Configuration............................................................................................................32
About Configuration Manager..............................................................................................................32
Configuring a Network VRU.................................................................................................................33
Configuring Agent Desk Settings.........................................................................................................34
Configuring the ARS PG......................................................................................................................36
Configuring the ARS PG Peripheral: Peripheral Tab............................................................................37
Configuring the ARS PG Peripheral: Advanced Tab............................................................................39
Configuring the ARS PG Peripheral: Agent Distribution and Skill Group Mask Tabs...........................40
Configuring the ARS PG Peripheral: Routing Client Tab......................................................................40
Configuring the ARS PG Peripheral: Default Route Tab......................................................................41
Configuring the ARS PG Peripheral: Peripheral Monitor Tab...............................................................42
Configuring Agent Targeting Rules......................................................................................................44
Configuring for Reporting in an ARI Deployment.................................................................................45
Notes on Other Configuration..............................................................................................................46
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4. Queuing, Routing, and Reporting with an ARI Deployment......................................................................51
Queuing....................................................................................................................................................51
Routing.....................................................................................................................................................52
Device Targets and Agent Targeting Rules..........................................................................................53
Pre-Routing..........................................................................................................................................54
Post Routing........................................................................................................................................54
Translation Routing..............................................................................................................................54
Scripting...................................................................................................................................................55
Using WebView with your ARI Deployment..............................................................................................56
5. Desktops and Call Control........................................................................................................................57
About Computer Telephony Integration....................................................................................................57
Agent Phones...........................................................................................................................................57
Softphone............................................................................................................................................58
Hard Phones........................................................................................................................................58
Synchronization...................................................................................................................................59
Desktops and Call Control........................................................................................................................59
The Agent Desktop..............................................................................................................................60
The Supervisor Desktop......................................................................................................................60
Desktop Differences.............................................................................................................................61
Agent States.............................................................................................................................................61
Changing Agent State from the Desktop.............................................................................................62
Notes on Agent State Transitions.........................................................................................................62
Index .............................................................................................................................................................65
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List of Figures
Figure 1: The ARS Gateway............................................................................................................................................14
Figure 2: External (Network) VRU..................................................................................................................................16
Figure 3: Virtual (embedded) VRU..................................................................................................................................17
Figure 4: ARS PG Added to Existing System.................................................................................................................18
Figure 5: ARS PG Replaces TDM PG.............................................................................................................................19
Figure 6: New Deployment with all ARS PGs................................................................................................................19
Figure 7: Server for the ARS PG.....................................................................................................................................22
Figure 8: Logical Controller ID.......................................................................................................................................24
Figure 9: Peripheral ID....................................................................................................................................................24
Figure 10: Setup: Select PG Component.........................................................................................................................25
Figure 11: Setup: Select ARS Client Type.......................................................................................................................25
Figure 12: Peripheral Gateway Component Properties...................................................................................................26
Figure 13: Setup: Add PIM popup...................................................................................................................................26
Figure 14: Setup: ARS PIM Configuration dialog box ...................................................................................................27
Figure 15: Setup: Peripheral Gateway Component Properties........................................................................................28
Figure 16: Setup: Device Management Protocol Properties............................................................................................28
Figure 17: Setup: Peripheral Gateway Network Interfaces.............................................................................................29
Figure 18: Setup: Check Setup Information ...................................................................................................................29
Figure 19: CTI OS Peripheral Identifier Screen ..............................................................................................................30
Figure 20: Configuration Manager ..................................................................................................................................33
Figure 21: Configuring Netw ork VRU............................................................................................................................34
Figure 22: Configuring Agent Desk Settings...................................................................................................................36
Figure 23: Configuring the PG ........................................................................................................................................37
Figure 24: Configuring the PG Peripheral .......................................................................................................................37
Figure 25: Configuring the PG Peripheral: Peripheral Tab.............................................................................................38
Figure 26: Configuring the PG Peripheral: Advanced Tab..............................................................................................39
Figure 27: Configuring the PG Peripheral: Agent Distribution Tab................................................................................40
Figure 28: Configuring the PG Peripheral: Routing Client Tab......................................................................................41
Figure 29: Configuring the PG Peripheral: Def ault Route Tab.......................................................................................42
Figure 30: Configuring the PG Peripheral: Peripheral Monitor Tab...............................................................................43
Figure 31: Configuring Agent Targeting Rules...............................................................................................................45
Figure 32: Select the ARS PG when Configuring ...........................................................................................................46
Figure 33: Selection when Configuring Skill Groups .....................................................................................................48
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Figure 34: WebView Template Selection.........................................................................................................................56
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Preface
Purpose
This guide provides information to help you understand, install, and configure the Agent Routing
Interface (ARI) deployment.
The ARI deployment is supported for Cisco Unified Intelligent Contact Management Enterprise
(Unified ICME) and Cisco Unified Intelligent Contact Management Hosted (Unified ICMH).
A note about new Cisco product names
• Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent Contact Management
Enterprise (abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco
Unified Intelligent Contact Management Hosted (abbre viated as Unified ICMH).
• Cisco IPCC Enterprise Edition and Cisco IPCC Hosted Edition are renamed Cisco Unified
Contact Center Enterprise (abbreviated as Unified CCE) and Cisco Unified Contact Center
Hosted (abbreviated as Unified CCH), respecti vely.
• Cisco CallManager is renamed Cisco Unified Communications Manager .
The new product names are being introduced in phases. In the 7.2(1) release, the new names
refer to the product as a whole. They are not yet used for functions and utilities in the user
interface. For example, the ICM Admin Workstation is not yet renamed and is still referred to
as the ICM and not the Unified ICM Admin Workstation.
Although this guide refers to the product as a whole by its new name, it refers to components
and utilities by the names that appear in the user interface.
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Preface
Audience
Audience
This document is intended for anyone who plans to install, configure, and maintain an ARI
deployment by adding an Agent Routing Service Peripheral Gateway (an ARS PG) to their
Unified ICM Enterprise system.
Organization
In addition to this Preface, this guide contains fiv e chapters and an index.
Chapter 1 (page 5) explains the concept and the advantages of an ARI deployment and lists
supported and unsupported features.
Chapter 2 (page 9) gives an overview of the Unified ICM architecture and ho w an ARI
deployment fits into that architecture.
Chapter 3 (page 21) covers installation for an ARI Deployment and what parameters to set for
ARI in Configuration Manager .
Chapter 4 (page 51) discusses Queuing, Routing, and Reporting with an ARI Deployment.
Chapter 5 (page 57) explains agent and supervisor desktops and call control.
Related Documentation
CTI OS Agent Desktop User Guide for Cisco Unified ICM/CC Enterprise & Hosted
CTI OS Developer's Guide
CTI OS Supervisor Desktop User Guide
ICM Installation Guide for Cisco ICM Enterprise Edition
Hardware and System Software Specification (Bill of Materials) located on cisco.com (http:/
/www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html)
Installation Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.2(1)
IPCC Installation and Configur ation Guide for Cisco IPCC Enterprise Edition
Reporting Guide for Cisco Unified ICM Enterprise & Hosted
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions
Staging Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
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Preface
Conventions
System Manager Guide Supplement for Avaya ARS PG
Conventions
This manual uses the following conventions:
Convention Description
boldface font Boldface font is used to indicate commands,
such as user entries, keys, buttons, and folder
and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
italic font Italic font is used to indicate the following:
• To introduce a new term. Example: A skill
group is a collection of agents who share
similar skills.
• For emphasis. Example: Do not use the
numerical naming convention.
• A syntax value that the user must replace.
Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco CRS
Installation Guide.
window font Window font, such as Courier, is used for the
following:
• Text as it appears in code or that the window
displays. Example: <html><title>Cisco
Systems,Inc. </title></html>
< > Angle brackets are used to indicate the
following:
• For arguments where the context does not
allow italic, such as ASCII output.
• A character string that the user enters but
that does not appear on the window such as
a password.
ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1)
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Preface
Obtaining Documentation, Obtaining Support, and Security Guidelines
Obtaining Documentation, Obtaining Support, and Security Guidelines
For information on obtaining documentation, obtaining support, providing documentation
feedback, security guidelines, and also recommended aliases and general Cisco documents, see
the monthly What's New in Cisco Product Documentation, which also lists all new and revised
Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
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