Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Desenho

Intrusion protection

Unified Expert Advisor installs Cisco Security Agent 5.2 automatically with the product.

Unified Expert Advisor does not yet support SIP over TLS, which includes call control activities as well 
as instant messaging and presence interactions.

Reporting with Unified Expert Advisor is accomplished by combining information collected by Unified 
ICM with information collected by the Unified Expert Advisor Reporting Server. In general, Unified 
ICM reporting is used to report on anything it would report on for a traditional ACD, whereas the Unified 
Expert Advisor Reporting Server handles information that is specific to expert advisor operations.

The Unified Expert Advisor Reporting Server contains an Informix IDS database that collects historical 
information about assignment queues, expert advisors, and contacts. Sample reporting templates are 
provided in order to produce historical reports that cover assignment queue activity, expert advisor 
activity (including contact rejection rate), expert advisor presence statistics, contact detail information 
for the period of time in which calls were under the control of Unified Expert Advisor, and media reports 
indicating when voice and/or video were used. Two sets of templates are provided: one for Crystal 
Reports and one for Cisco Unified Intelligence Center (Unified IC) Release 7.5(2) or later. Both sets 
offer the same functionality. (Note that Cisco Unified Intelligence Suite does not offer specific support 
for Unified Expert Advisor tables.)

In Unified ICM, skill group reports, service reports, agent reports, and agent skill group reports are all 
available in both historical and real-time form. As mentioned previously, the Reporting Server is an 
optional component of Unified Expert Advisor. If it is omitted, then only those reports offered by Unified 
ICM will be available.

The Unified Expert Advisor Reporting Server can retain about 8 days worth of data, assuming a full load 
of 3000 logged in expert advisors, with each being a member of 10 assignment queues, and a sustained 
rate of 2 calls per expert per hour. (See the chapter on 

, for detailed capacity information.) There is an automatic purge mechanism that operates 

twice daily to delete any data that is older than the (configured) retention period. Data is always purged 
in full-day increments.

Customers who usually have fewer experts logged in, fewer assignment queues per expert, or a slower 
call rate, can probably set correspondingly longer retention periods, but some experimentation is needed 
to determine the desired settings. The purge mechanism also operates automatically if the database 
approaches its capacity, so there is no harm in starting with a longer retention period and gradually 
reducing it. But for the sake of safety and predictability, it is best in the long run to choose a fixed period 
rather than to rely on the capacity thresholds.

The serviceability functions of Unified Expert Advisor, similar to those of Cisco Unified CM, are 
conducted primarily using the Real-Time Monitoring Tool (RTMT), which is a Windows or Linux 
application, downloadable from the Operations, Administration, Maintenance, and Provisioning 
(OAMP) serviceability page. It functions on any desktop or laptop computer that is running Windows 
98, Windows XP, Windows 2000, Windows Vista, or Linux with KDE and/or Gnome client, and that has 
a screen resolution 800x600 or above. To install RTMT on Windows Vista, you must be logged in as 
Administrator.