Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
information obtained from a back-end database or application gateway source and to provide it to
the expert advisor who is receiving the call. This feature offers a very simple and straightforward
way to deliver a caller-specific web page directly to the expert advisor as he receives the call.
the expert advisor who is receiving the call. This feature offers a very simple and straightforward
way to deliver a caller-specific web page directly to the expert advisor as he receives the call.
For example, suppose the customer wishes to push a custom web page from a Customer Relationship
Management (CRM) application such as Siebel or Salesforce.com to the expert advisor who accepts
a call. In both these cases as in many others, the web page that identifies a particular case or
database record can be addressed through a URL, as in the following (hypothetical) example:
Management (CRM) application such as Siebel or Salesforce.com to the expert advisor who accepts
a call. In both these cases as in many others, the web page that identifies a particular case or
database record can be addressed through a URL, as in the following (hypothetical) example:
http://salesforce.com/cisco/display?page=detail&record_locator=AE6783X
To accomplish this, the Unified ICM routing script would build the above string by concatenating
its components together with the help of Unified ICM's formula editor, using information it has
already determined about the caller. It would place this information into an ECC variable that is
mapped in Unified Expert Advisor to an attribute embedded in the Contact Offer Notice as described
above. When the expert then accepts the call, he receives the URL in his Cisco Unified Personal
Communicator client and clicks on it in order to be presented with the appropriate page from
Salesforce.com.
its components together with the help of Unified ICM's formula editor, using information it has
already determined about the caller. It would place this information into an ECC variable that is
mapped in Unified Expert Advisor to an attribute embedded in the Contact Offer Notice as described
above. When the expert then accepts the call, he receives the URL in his Cisco Unified Personal
Communicator client and clicks on it in order to be presented with the appropriate page from
Salesforce.com.
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
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