Cisco Contact Center Videos

Here are some great videos that are good intros to Cisco Contact Center and also a Finesse CCE/CCX 10.5 update. For those that don’t know Finesse is the new Web 2.0 agent/supervisor desktop.

This is a great update on Finesse CCE/CCX  10.5 from Cisco Live 2014.

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Cisco Unified Attendant Console Standard

I have had a few different companies recently that have been asking for more information around the Attendant Console Standard. Typically these types of applications require separate servers to run into an existing call control platform. A lot of the time it requires a third party even for simple attendee console requirements.

Cisco Unified Attendant Console Standard changes that considerably. It runs against CUCM without any more infrastructure and has the same look and feel as other Cisco UC apps. It does a nice job of integrating into Jabber presence and also busy lamp field in the directory. For Lync presence integration the Advanced client is required but that comes with its own infrastructure and is also aimed at heavy call environment.

Standard is aimed at more of a department reception role or branch operations but could also fill the requirement for smaller companies . There is a limit of 5000 imported contacts. Dedicated operators with higher call volumes are better served with the Advanced console.

Below is the architecture used with CUACS, its really pretty basic. CUCM and pick your presence engine either CUPS or WebEx Messenger. CUACS also supports using Jabber as the voice endpoint even though from my experience most people working in reception/operator roles prefer hard endpoints:
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Below is a screenshot of the Console running on my Windows machine using a 7841 as the voice endpoint. It’s a drag and drop application so I can take current calls in progress and drag and drop them into the parked area. Makes this operation pretty simple.

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I could not get a way to load up my machine with calls but the stock shot below shows it pretty well managing multiple lines.

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Time for a virtual demo:




Attendant console isn't going to change the world and it is a standard voice application but CUACS goes a long way to simplifying it. By limiting the amount of licensing and servers its going to make lives of many easier when faced by a busy Exec Admin or reception area.

Resources

Training Videos
https://www.youtube.com/channel/UC3jC1gmgsRWPR4PLR2VWBhA?feature=CCQQwRs

Cisco Unified Attendant Consoles Hub
http://www.cisco.com/go/cuac

Product Documentation
http://www.cisco.com/en/US/products/ps7282/tsd_products_support_series_home.html

How to videos
https://communities.cisco.com/message/152963

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Intelligent Proximity –Pairing Room Collaboration with BYOD

Some of you may have heard of Intelligent Proximity from some of the recent conferences that have been going on lately such as Enterprise Connect. Its in a Beta phase right now but from the early demo’s and testing I have done of the feature its an exciting concept that users are showing a huge interest in.

Basically it’s the ability to pair a BYOD device such as a iPad/iPhone to a Cisco collaboration endpoint such as a MX300 G2 or DX650. depending on the device the features may vary but my post is focused on room based systems. The DX650 I will cover in another post. Right at this moment its available on iOS devices only. Android is planned for early 2015 as per the Cisco website.You can download the iOS app here.

PPT slide below can be downloaded from here.

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So a couple of things people may not realize.

    • The BYOD has to be in earshot of the Cisco room device for initial pairing.
    • The BYOD and Cisco room device need IP connectivity to each other once the app has identified your Cisco device So basically your corporate BYOD Wifi SSID will need to allow connectivity back to the room device.
    • The ability to control the snapshot feature cannot be controlled on a per session basis, it’s a beta feature so should be treated as such.
    • You don’t have to be in a meeting/conference to have content displayed on the TelePresence device replicated on the BYOD device running Proximity.

The software requirements are a room endpoints running TC7.x although earlier versions may have it available I would recommend at least 7.x. Also the following feature needs to be turned on at the endpoint:

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Last month I demoed this feature to about 400 people (give or take a few) using a MX300 G2. The demos where done in small groups of 5 or 6 so as you can imagine I got really good at the demo but the groups were small enough so I could see their reactions. While this is some what an informal survey as such a couple of things that people clung to were:

    • The ease of pairing. Users really liked the way all you need to do to pair was just open the app in earshot of the Cisco TelePresence device.
    • Ability to move backwards and forwards through the content which by the way is anything shared on the Cisco endpoint and not just a PowerPoint deck. So it could be any application or desktop.
    • Taking a snapshot there an then and not having to wait for a email post meeting with required content.

This highlights the importance of content intermingled with other UC features such as video and voice. I think people have come expect that these things are just there now and on their own are not that exciting. Its when we start combining these features in new ways that brings the story together in a seamless easy to use manner that draws attention.

References

Intelligent Proximity on CCO

http://www.cisco.com/c/en/us/products/collaboration-endpoints/intelligent-proximity.html

Community Support forum

https://supportforums.cisco.com/community/12156681/cisco-proximity

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