ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) July 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0833 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. 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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 ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) i 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 ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) ii 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 ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) iii Figure 34: WebView Template Selection.........................................................................................................................56 ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) iv 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. ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) 1 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 ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) 2 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) 3 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 ARI Deployment Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted Release 7.5(1) 4