Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
Multimedia
Unified Expert Advisor's job is to connect callers to expert advisors. In most cases this means that an
audio connection will be established, but other media, particularly video, are also supported. It is entirely
up to the endpoints (the expert advisor's phone and the caller's phone) to determine which media they
wish to negotiate. The negotiation process, an integral part of the SIP protocol, is proxied through
Unified Expert Advisor, but Unified Expert Advisor takes no action other than to observe its progress.
The media itself, whether voice, video, or something else, is established directly from endpoint to
endpoint and does not pass through Unified Expert Advisor.
audio connection will be established, but other media, particularly video, are also supported. It is entirely
up to the endpoints (the expert advisor's phone and the caller's phone) to determine which media they
wish to negotiate. The negotiation process, an integral part of the SIP protocol, is proxied through
Unified Expert Advisor, but Unified Expert Advisor takes no action other than to observe its progress.
The media itself, whether voice, video, or something else, is established directly from endpoint to
endpoint and does not pass through Unified Expert Advisor.
From a reporting perspective, Unified Expert Advisor keeps track of which media are used during a call,
when, and for how long, and the data is written to the reporting server. Note that Unified CVP 4.1 does
not support media other than voice.
when, and for how long, and the data is written to the reporting server. Note that Unified CVP 4.1 does
not support media other than voice.
Security
Unified Expert Advisor offers a number of security features, including:
•
Operations, Administration, Maintenance, and Provisioning (OAMP) Security
All administrative web pages are served using Secure Socket Layer (SSL) (HTTPS protocol).
•
Unified Communications Operating System Root Access
The Unified Communications Operating System is based on the Linux operating system, which
generally offers a root account that is privileged to perform any function on the system. Root access
is disallowed in Unified Expert Advisor, but there are provisions to open such access in rare cases
where Cisco Technical Assistance Center (TAC) may require it. The procedure for doing so is fairly
involved and requires both the customer and the TAC to grant permission.
generally offers a root account that is privileged to perform any function on the system. Root access
is disallowed in Unified Expert Advisor, but there are provisions to open such access in rare cases
where Cisco Technical Assistance Center (TAC) may require it. The procedure for doing so is fairly
involved and requires both the customer and the TAC to grant permission.
•
Users and user management
Two levels of administrative users are available: superuser and administrator. The superuser has
access to system-level OAMP functions, which includes the ability to create and manage both
administrators and additional superusers. One default superuser is also created during installation.
All but the default superuser are authenticated through Active Directory. Superusers may also create
and manage an additional set of reporting users (users who can run reports). Finally, one Informix
user is created during installation, which is used internally to allow the various instances of Informix
to communicate with each other across the network. Neither the reporting users nor the Informix
user is authenticated through Active Directory.
access to system-level OAMP functions, which includes the ability to create and manage both
administrators and additional superusers. One default superuser is also created during installation.
All but the default superuser are authenticated through Active Directory. Superusers may also create
and manage an additional set of reporting users (users who can run reports). Finally, one Informix
user is created during installation, which is used internally to allow the various instances of Informix
to communicate with each other across the network. Neither the reporting users nor the Informix
user is authenticated through Active Directory.
•
Active Directory
Unified Expert Advisor supports an SSL connection to Active Directory (AD).
•
Self-signed certificates
Certificates are exchanged automatically among the three servers in a Unified Expert Advisor
cluster, so that they can communicate securely with each other via the ActiveMQ message bus as
well as for database replication purposes. Note that, as each server is added to the cluster, all the
previously added servers must be up and operational in order to exchange these certificates, or else
installation will fail.
cluster, so that they can communicate securely with each other via the ActiveMQ message bus as
well as for database replication purposes. Note that, as each server is added to the cluster, all the
previously added servers must be up and operational in order to exchange these certificates, or else
installation will fail.
•
Sensitive call data
Unified Expert Advisor has a concept of attributes, which hold any call-specific data. If certain
attributes contain sensitive information such as PIN codes or passwords, they can easily be
configured so that they are never written to any log file, never stored in the historical reporting
database, and/or never shown to expert advisors.
attributes contain sensitive information such as PIN codes or passwords, they can easily be
configured so that they are never written to any log file, never stored in the historical reporting
database, and/or never shown to expert advisors.