Cisco BroadWorks

Call Center Solution Guide

Release 23.0
Document Version 3
 Notification
The BroadSoft BroadWorks has been renamed to Cisco BroadWorks. Beginning in
September 2018, you will begin to see the Cisco name and company logo, along with the
new product name on the software, documentation, and packaging. During this transition
process, you may see both BroadSoft and Cisco brands and former product names.
These products meet the same high standards and quality that both BroadSoft and Cisco
are known for in the industry.
Copyright Notice
Copyright© 2019 Cisco Systems, Inc. All rights reserved.
Trademarks
Any product names mentioned in this document may be trademarks or registered
trademarks of Cisco or their respective companies and are hereby acknowledged.

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 Document Revision History

Release Version Reason for Change Date Author

17.0 0.1 Draft Created document. March 19, 2010 Supriya Herwadkar

17.0 0.2 Draft Updated document. March 29, 2010 Supriya Herwadkar

17.0 0.3 Draft Updated document with internal review April 1, 2010 Supriya Herwadkar
comments.

17.0 0.4 Draft Updated document after external review. April 12, 2010 Supriya Herwadkar

17.sp2 0.5 Draft Updated document for Enhanced January 21, 2011 Martin Perron
Reporting.

17.sp2 0.6 Draft Edited part of document. January 26, 2011 Andrea Fitzwilliam

17.sp2 0.7 Draft Updated document after review. January 31, 2011 Martin Perron

17.sp2 0.8 Draft Edited changes and continued to edit the February 4, 2011 Andrea Fitzwilliam
rest of the document.

17.sp2 0.9 Draft Updated document with system test February 11, 2011 Martin Perron
review comments

17.sp2 1 Edited and published document. February 14, 2011 Patricia Renaud

17.sp2 2 Updated section 5.1 Deploy Enhanced April 27, 2011 Martin Perron
Reporting to clarify the instructions
related to database passwords.
Introduced section 9 Troubleshooting.

17.sp2 2 Edited and published document. May 2, 2011 Patricia Renaud

17.sp2 3 Add client section updates to document. June 15, 2011 Milind Joshi
Added section 4 and made updates to
sections 3, 5, 6, and 9.

17.sp2 3 Updated document with comments from June 23, 2011 Milind Joshi
client update review.

17.sp2 3 Edited changes and published document. June 28, 2011 Andrea Fitzwilliam

17.sp2 4 Updated section 5.2.1.1 Communication September 13, 2011 Goska Auerbach
Utility for EV 140423.

17.0 1 Updated the document to general October 7, 2011 Donna Williamson

Release 17.0.
Updated the document for Release
17.sp4.
Updated section 5 System Configuration
for EV 147775.
Updated sections 5.2.1.3 Xsi- Actions and
5.2.1.4 Xsi-Events for EV 147376.
Updated section 5.1.8 Configure
Enhanced Reporting on Application
Server for EV 150668.

17.0 1 Edited changes and published document. October 12, 2011 Jessica Boyle

18.0 1 Updated the document for Release 18.0. October 14, 2011 Donna Williamson

18.0 1 Edited changes and published document. October 24, 2011 Jessica Boyle

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 Release Version Reason for Change Date Author

18.0 2 Updated section 5.1.8 Configure November 18, 2011 Goska Auerbach
Enhanced Reporting on Application
Server for EV 153008.

18.0 2 Updated section 3.8 Reporting to provide January 4, 2012 Goska Auerbach
information on external reporting
interfaces and database views for
EV 145551.

18.0 2 Edited changes and published document. January 22, 2012 Jessica Boyle

19.0 1 Updated the document for Release 19.0. August 15, 2012 Donna Williamson

19.0 1 Reviewed and updated client provisioning August 27, 2012 Parag Talekar
section.

19.0 1 Edited changes and published document. October 12, 2012 Patricia Renaud

19.0 2 Updated section 5.2.1.2 Call Center for November 26, 2012 Goska Auerbach
EV 179669.

19.0 2 Edited changes and published document. January 10, 2013 Jessica Boyle

19.0 3 Updated sections 5.1.1 Create BWECCR June 14, 2013 Jerry Zhang
Schema, 5.1.4 Install Reporting Engine,
and 5.1.8 Configure Enhanced Reporting
on Application Server and added sections
9.3 Database Site Status and 9.4
Database Schema Status for EV 185802.

20.0 1 Updated the document for Release 20.0. September 27, 2013 Donna Williamson

20.0 1 Updated the document for clients. October 3, 2013 Milind Joshi

20.0 1 Reviewed and updated for clients. October 4, 2013 Parag Talekar

20.0 1 Edited changes and published document. October 29, 2013 Joan Renaud

20.0 2 Updated section 5.1.8 Configure June 23, 2014 Donna Williamson
Enhanced Reporting on Application
Server for EV 227202.
Updated section 3.3.2.2.1 Mandatory
Entrance Message for EV 221148.

20.0 2 Edited changes and published document. July 17, 2014 Jessica Boyle

21.0 1 Updated the document for Release 21.0. October 15, 2014 Donna Williamson

21.0 1 Reviewed and updated client sections. November 7, 2014 Parag Talekar

21.0 1 Rebranded document. November 27, 2014 Joan Renaud

Updated the legal notice.
Edited changes and published document.

21.0 2 Updated section 3.9.1.1 SIP Protocol December 31, 2014 Goska Auerbach
Extensions for EV 244865.

21.0 2 Removed references to Hosted Thick February 5, 2015 Goska Auerbach

clients as they are no longer supported.

21.0 2 Edited changes and published document. February 16, 2015 Joan Renaud

21.0 3 Removed references to the BroadWorks April 24, 2015 Joan Renaud
Recommended Hardware Guide and
republished document.

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 Release Version Reason for Change Date Author

22.0 1 Updated the document for Release 22.0. September 29, 2016 Donna Williamson
Updated section 5.1.1 Create BWECCR
Schema for PR-47192.

22.0 1 Updated section 7.4.1 Step 1 – Configure October 5, 2016 Goska Auerbach
Call Center Profile for
PR-53027.

22.0 1 Edited changes and published document. November 24, 2016 Joan Renaud

22.0 2 Update section 3.3.9.1.5 Offering Calls to April 16, 2018 Kinh Do
Agent for PR-58203.

22.0 2 Updated sections 2.3.3.1 BroadWorks April 16, 2018 Kinh Do

Remote Office, 3.4 Call Center Agent,
3.10.2 BroadWorks Anywhere, and 3.10.3
BroadWorks Remote Office to remove the
BroadWorks Assistant-Enterprise toolbar
for PR-57114. The BroadWorks
Assistant-Enterprise toolbar is no longer
supported.

22.0 2 Made editorial changes. April 17, 2018 Goska Auerbach

22.0 2 Updated section 7.4.2 Step 2 – Configure April 18, 2018 Kinh Do
Addresses and/or DNIS Parameters for
PR-54938.

22.0 2 Updated section 4.2.2 Licenses for June 8, 2018 Goska Auerbach
Supervisors for PR-58880.

22.0 2 Edited changes and published document. August 1, 2018 Jessica Boyle

23.0 1 Updated document for Release 23.0. October 4, 2018 Naveed Ahmed

23.0 1 Edited changes and published document. October 18, 2018 Jessica Boyle

23.0 2 Rebranded product name for Cisco and March 6, 2019 Joan Renaud
published document.

23.0 3 Updated section 2.7 Reporting for May 1, 2019 Goska Auerbach
PR-61301.

23.0 3 Edited changes and published document. August 1, 2019 Jessica Boyle

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 Table of Contents

1 Summary of Changes ................................................................................................................ 10

1.1 Changes for Release 23.0, Document Version 3 .................................................................... 10
1.2 Changes for Release 23.0, Document Version 2 .................................................................... 10
1.3 Changes for Release 23.0, Document Version 1 .................................................................... 10
1.4 Changes for Release 22.0, Document Version 2 .................................................................... 10
1.5 Changes for Release 22.0, Document Version 1 .................................................................... 10
1.6 Changes for Release 21.0, Document Version 3 .................................................................... 11
1.7 Changes for Release 21.0, Document Version 2 .................................................................... 11
1.8 Changes for Release 21.0, Document Version 1 .................................................................... 11
1.9 Changes for Release 20.0, Document Version 2 .................................................................... 11
1.10 Changes for Release 20.0, Document Version 1 .................................................................... 11
1.11 Changes for Release 19.0, Document Version 2 .................................................................... 11
1.12 Changes for Release 19.0, Document Version 1 .................................................................... 11
1.13 Changes for Release 18.0, Document Version 2 .................................................................... 12
1.14 Changes for Release 18.0, Document Version 1 .................................................................... 12
1.15 Changes for Release 17.0, Document Version 1 .................................................................... 12
2 Overview....................................................................................................................................... 14
2.1 Key Features.............................................................................................................................. 15
2.2 Call Center Offerings ................................................................................................................. 16
2.3 Call Center User Roles.............................................................................................................. 18
2.3.1 Receptionist ...................................................................................................................... 18
2.3.2 Office Employees ............................................................................................................. 18
2.3.3 Remote and Mobile Employees....................................................................................... 18
2.3.4 Call Center Agent ............................................................................................................. 19
2.3.5 Supervisor ......................................................................................................................... 20
2.3.6 Call Center Administrator ................................................................................................. 21
2.4 Status and Statistics .................................................................................................................. 21
2.5 Dashboard ................................................................................................................................. 22
2.6 Presence and Messaging ......................................................................................................... 22
2.7 Reporting.................................................................................................................................... 22
3 Solution Components ................................................................................................................ 23
3.1 Typical Call Center Call Flow Model......................................................................................... 23
3.2 Auto Attendant ........................................................................................................................... 24
3.3 Call Center ................................................................................................................................. 24
3.3.1 Call Distribution Features ................................................................................................. 24
3.3.2 Call Center Announcements ............................................................................................ 26
3.3.3 Call Center Policies .......................................................................................................... 31
3.3.4 Agent State Management ................................................................................................ 37
3.3.5 Call Center Dialed Number Identification Service (DNIS) .............................................. 38

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 3.3.6 Call Disposition Codes ..................................................................................................... 39
3.3.7 Agent Unavailable Codes ................................................................................................ 39
3.3.8 Call Center Outbound Calls ............................................................................................. 40
3.3.9 Call Processing ................................................................................................................. 40
3.4 Call Center Agent ...................................................................................................................... 43
3.5 Call Center Supervisor .............................................................................................................. 45
3.6 Agent Dashboard....................................................................................................................... 46
3.7 Supervisor Dashboard .............................................................................................................. 46
3.8 Reporting.................................................................................................................................... 47
3.8.1 Canned Reports ............................................................................................................... 49
3.8.2 Database Views ................................................................................................................ 51
3.8.3 Call Center Public Reporting Interface ............................................................................ 51
3.9 Device Integration ...................................................................................................................... 51
3.9.1 Agent ................................................................................................................................. 51
3.9.2 Supervisor ......................................................................................................................... 53
3.10 Extension Mobility ...................................................................................................................... 54
3.10.1 Shared Workstation with Hoteling ................................................................................... 54
3.10.2 BroadWorks Anywhere .................................................................................................... 57
3.10.3 BroadWorks Remote Office ............................................................................................. 58
4 System Requirements ............................................................................................................... 59
4.1 Prerequisites .............................................................................................................................. 62
4.2 Licensing .................................................................................................................................... 63
4.2.1 Licenses for Agents .......................................................................................................... 63
4.2.2 Licenses for Supervisors .................................................................................................. 63
4.2.3 Licenses for Call Center ................................................................................................... 64
4.2.4 Additional Licenses for Solution ....................................................................................... 65
5 System Configuration ................................................................................................................ 66
5.1 Deploy Enhanced Reporting ..................................................................................................... 66
5.1.1 Create BWECCR Schema............................................................................................... 66
5.1.2 Create Reporting Repository ........................................................................................... 68
5.1.3 Enable Data Archiving ...................................................................................................... 68
5.1.4 Install Reporting Engine ................................................................................................... 70
5.1.5 Install Public Reporting Interface ..................................................................................... 71
5.1.6 Configure Access Control Lists ........................................................................................ 72
5.1.7 Configure Network Time Protocol.................................................................................... 73
5.1.8 Configure Enhanced Reporting on Application Server................................................... 73
5.2 Deploy Call Center and Receptionist Web Application Components ..................................... 76
5.2.1 Xtended Services Platform Configuration ....................................................................... 76
5.2.2 Application Server Configuration ..................................................................................... 86
5.3 Additional Configuration Tasks ................................................................................................. 89
5.3.1 Device Management Configuration ................................................................................. 89
5.3.2 Miscellaneous System Parameters ................................................................................. 89

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 6 Scalability and Redundancy ..................................................................................................... 90
6.1 Centralized Database Deployment Models and Scaling ......................................................... 90
6.1.1 Call Center Reporting Database Scaling ........................................................................ 90
6.2 Profile Server Deployment Models ........................................................................................... 90
6.3 Xtended Services Platform Deployment Models ..................................................................... 91
7 Activation Workflow and Service Configuration .................................................................. 92
7.1 Required Pre-configuration ....................................................................................................... 92
7.2 Create Auto Attendant/IVR Entry Point .................................................................................... 92
7.3 Create Agents and Supervisors................................................................................................ 92
7.4 Create Call Center ..................................................................................................................... 93
7.4.1 Step 1 – Configure Call Center Profile ............................................................................ 94
7.4.2 Step 2 – Configure Addresses and/or DNIS Parameters............................................... 95
7.4.3 Step 3 – Assign Agents .................................................................................................... 98
7.4.4 Step 4 – Assign Supervisors ............................................................................................ 99
7.4.5 Step 5 – Assign Agents to Supervisors ........................................................................... 99
7.4.6 Additional Steps .............................................................................................................. 100
7.5 Managing Agent Assignments ................................................................................................ 116
7.5.1 Assign or Unassign Agent to or from Call Center ......................................................... 116
7.5.2 Assign/Unassign Agent to or from Supervisor .............................................................. 117
7.6 Configure Agent ....................................................................................................................... 118
7.6.1 Create Agent Threshold Profiles (optional) ................................................................... 118
7.6.2 Configure Agent Settings ............................................................................................... 120
7.7 Enable Enhanced Reporting ................................................................................................... 121
7.8 Schedule Reports .................................................................................................................... 121
7.8.1 Schedule Agent Report .................................................................................................. 122
7.8.2 Schedule Call Center Report ......................................................................................... 124
7.8.3 Schedule DNIS Report ................................................................................................... 126
8 Customization of Report Header and Footer....................................................................... 128
9 Troubleshooting ....................................................................................................................... 130
9.1 Call Center and Receptionist Client........................................................................................ 130
9.2 Enhanced Reporting................................................................................................................ 131
9.3 Database Site Status............................................................................................................... 132
9.4 Database Schema Status ....................................................................................................... 133
10 Archiving Reporting Data........................................................................................................ 134
10.1 Reporting Repository............................................................................................................... 135
10.2 Compressed Archive Format .................................................................................................. 135
10.2.1 Purged Data File Format ................................................................................................ 135
10.2.2 CSV Formatting Rules.................................................................................................... 136
10.2.3 File Column Definitions .................................................................................................. 136
References ........................................................................................................................................ 147

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 Table of Figures

Figure 1 Cisco BroadWorks Call Center ................................................................................................. 15

Figure 2 Direct Agent Access Overview.................................................................................................. 26
Figure 3 Call Center Processing Flow ..................................................................................................... 32
Figure 4 Hoteling Host Configuration ...................................................................................................... 55
Figure 5 Hoteling Host/Guest via Voice Portal (DTMF Digits May Vary) .............................................. 56
Figure 6 Hoteling Guest Configuration .................................................................................................... 57
Figure 7 Network Elements, Applications Required for Call Center Solution, and Interfaces.............. 59
Figure 8 Network Elements, Applications Required for Receptionist Solution...................................... 60
Figure 9 Redundant Configuration .......................................................................................................... 83
Figure 10 Queue Workflow ...................................................................................................................... 93
Figure 11 Call Center Profile for Premium Call Center........................................................................... 94
Figure 12 Configure Addresses for Basic/Standard Call Centers ......................................................... 95
Figure 13 Configuring DNIS Parameters for Premium Call Center ....................................................... 96
Figure 14 Modify DNIS ............................................................................................................................. 96
Figure 15 Add DNIS ................................................................................................................................. 97
Figure 16 Assign Agents to Call Center .................................................................................................. 98
Figure 17 Assign Agents to Call Center – Premium with Skill- based Routing Selected ..................... 98
Figure 18 Assign Supervisors to Call Center .......................................................................................... 99
Figure 19 Assign Agents to Supervisor for Call Center .......................................................................... 99
Figure 20 Call Center Routing Policies ................................................................................................. 100
Figure 21 Holiday Service ...................................................................................................................... 101
Figure 22 Night Service .......................................................................................................................... 102
Figure 23 Forced Forwarding Policy...................................................................................................... 103
Figure 24 Bounced Calls Policy ............................................................................................................. 104
Figure 25 Stranded Calls Policy ............................................................................................................ 105
Figure 26 Stranded-Unavailable Calls Policy........................................................................................ 106
Figure 27 Overflow Policy Attributes ..................................................................................................... 108
Figure 28 Call Center Entrance Message Announcement .................................................................. 109
Figure 29 Estimated Wait Message ...................................................................................................... 110
Figure 30 Comfort Message .................................................................................................................. 111
Figure 31 Music On Hold ....................................................................................................................... 112
Figure 32 Call Whisper Message .......................................................................................................... 113
Figure 33 Comfort Message Bypass ..................................................................................................... 114
Figure 34 Call Center Thresholds .......................................................................................................... 115
Figure 35 Assign Agent to Call Center .................................................................................................. 116
Figure 36 Assign Agent Skill Level per Assigned Call Center ............................................................. 117
Figure 37 Manage List of Supervised Agents per Call Center............................................................. 117
Figure 38 Assign Agent to Supervisor for Given Call Center ............................................................... 118
Figure 39 Agent Threshold Profile ......................................................................................................... 119
Figure 40 Agent Configuration ............................................................................................................... 120
Figure 41 External Reporting Setting .................................................................................................... 121
Figure 42 Agent Report Schedule ......................................................................................................... 122
Figure 43 Call Center Report Schedule ................................................................................................ 124
Figure 44 DNIS Report Schedule .......................................................................................................... 126
Figure 45 RTF Representation of Default Branding Template ............................................................ 128
Figure 46 Enterprise Report Branding Page ......................................................................................... 129

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 1 Summary of Changes

This section describes the changes to this document for each release and document
version.

1.1 Changes for Release 23.0, Document Version 3

This version of the document includes the following change:
 Updated section 2.7 Reporting to specify that Call enter Reporting is no longer
available for sale for PR-61301.

1.2 Changes for Release 23.0, Document Version 2

This version of the document includes the following change:
 Rebranded product name for Cisco.

1.3 Changes for Release 23.0, Document Version 1

This version of the document includes the following changes:
 Updated section 2.1 Key Features for PIV and SAML 2.0 based authentication
support for BW-15022, BW-15257, BW-14834, and BW-16036.
 Updated section 2.1 Key Features for Privacy Policy Link support for BW-16892.
 Added section 5.2.1.6 Enabling PIV based Authentication for Call Center and
Receptionist.
 Added section 5.2.1.7 Enabling SAML based Authentication for Call Center and
Receptionist.
 Added section 5.2.1.8 Enabling Privacy Policy Link for Call Center and Receptionist.
 Updated section 3.3.2.2.2 Estimated Wait Message for PR-59647.

1.4 Changes for Release 22.0, Document Version 2

Changes made in this version of the document:
 Updated section 3.3.9.1.5 Offering Calls to Agent for PR-58203.
 Updated sections 2.3.3.1 BroadWorks Remote Office, 3.4 Call Center Agent, 3.10.2
BroadWorks Anywhere, and 3.10.3 BroadWorks Remote Office to remove the
BroadWorks Assistant-Enterprise toolbar for PR-57114. The BroadWorks Assistant-
Enterprise toolbar is no longer supported.
 Updated section 7.4.2 Step 2 – Configure Addresses and/or DNIS Parameters for
PR-54938.
 Updated section 4.2.2 Licenses for Supervisors for PR-58880.

1.5 Changes for Release 22.0, Document Version 1

Changes made in this version of the document:
 Updated section 5 System Configuration with Release 22.0 examples.
 Updated section 5.1.1 Create BWECCR Schema for PR-47192.
 Updated section 7.4.1 Step 1 – Configure Call Center Profile for PR-53027.

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 1.6 Changes for Release 21.0, Document Version 3
Changes made in this version of the document:
 Removed references to the BroadWorks Recommended Hardware Guide as it has
been replaced by the Cisco BroadWorks Platform Dimensioning Guide.

1.7 Changes for Release 21.0, Document Version 2

Changes made in this version of the document:
 Updated section 3.9.1.1 SIP Protocol Extensions for EV 244865.
 Removed references to Hosted Thick clients as they are no longer supported.

1.8 Changes for Release 21.0, Document Version 1

Changes made in this version of the document:
 Updated client sections.
 Updated section 5 System Configuration with Release 21.0 examples.

1.9 Changes for Release 20.0, Document Version 2

Changes made in this version of the document:
 Updated section 5.1.8 Configure Enhanced Reporting on Application Server for
EV 227202.
 Updated section 3.3.2.2.1 Mandatory Entrance Message for EV 221148.

1.10 Changes for Release 20.0, Document Version 1

Changes made in this version of the document:
 Updated sections 4 System Requirements and 5.2 Deploy Call Center and
Receptionist Web Application Components to reflect changes made for Features
174040, 175208, and 175210 “Thin Clients – Remove Dependency on Xtended
Services Interface Feature Description.”
 Updated section 5 System Configuration with Release 20.0 examples.

1.11 Changes for Release 19.0, Document Version 2

Changes made in this version of the document:
 Updated section 5.2.1.2 Call Center for EV 179669.
 Updated sections 5.1.1 Create BWECCR Schema, 5.1.4 Install Reporting Engine,
and 5.1.8 Configure Enhanced Reporting on Application Server and added sections
9.3 Database Site Status and 9.4 Database Schema Status for EV 185802.

1.12 Changes for Release 19.0, Document Version 1

Changes made in this version of the document:
 Updated section 3.8.1 Canned Reports to include information about Feature 149567
“Agent Activity Detail Report”.
 Updated sections 3.3.2.2.2 Estimated Wait Message and 7.4.6.5.2 Estimated Wait
Message (EWM) to include information about Feature 149566 “Call Center Updated
Queue Wait Time/Location”.

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  Updated sections 3.3.3 Call Center Policies, 7.4.6.4 Configure Routing Policies, 7.6
Configure Agent , and 10.2.3 File Column Definitions to include information about
Feature 149564 “Call Center Agent Not Reachable Stranded Policy.”
 Updated section 2.5 Dashboard and added section 3.6 Agent Dashboard to include
information about Feature 149948 “Call Center Agent Client – View Queue Status”.
 Updated sections 3.6 Agent Dashboard, 3.7 Supervisor Dashboard.
 Configure Call Center Thresholds, and 7.6.1 Create Agent Threshold Profiles
(optional) to include information about Feature 149950 “Call Center Thresholds and
Alerts”.
 Updated sections 3.3.1 Call Distribution Features, 3.3.9.2 Routing Policies, 3.8.1
Canned Reports, 7.4.1 Step 1 – Configure Call Center Profile, 7.4.3 Step 3 – Assign
Agents, 7.5.1 Assign or Unassign Agent to or from Call Center, and 10.2.3 File
Column Definitions to include information about Feature 149447 “Call Center Skill
Based Routing”.
 Updated sections 7.4.1 Step 1 – Configure Call Center Profile and 7.7 Enable
Enhanced Reporting to remove the CCRS as a valid reporting option.
 Added section 2.6 Presence and Messaging for Feature 123511 “Calendar Presence
Information for Receptionist” and Feature 150369 “IM&P for Call Center Client”.
 Updated section 5 System Configuration with Release 19.0 examples.

1.13 Changes for Release 18.0, Document Version 2

Changes made in this version of the document:
 Updated section 5.1.8 Configure Enhanced Reporting on Application Server for
EV 153008.
 Updated section 3.8 Reporting to provide information on external reporting interfaces
and database views for EV 145551.

1.14 Changes for Release 18.0, Document Version 1

Changes made in this version of the document:
 Updated section 5 System Configuration with Release 18.0 examples.
 Removed version specifications from section 4.1 Prerequisites.
 Removed activation step from section 5.1.8 Configure Enhanced Reporting on
Application Server.
 Removed the “useXSDiscoveryThread” instructions from section 5.2.1.4 Xsi-Events.
This is the default value in Release 18.0.

1.15 Changes for Release 17.0, Document Version 1

Changes made in this version of the document:
 Added the Summary of Changes section.
 Changed the document to general Release 17.0. (This version of the document
includes changes for Releases 17.spx, 17.sp2, and 17.sp4.)
 Updated section 5 System Configuration with changes reflecting database schema
provisioning changes introduced in Release 17.sp4 for EV 147775.

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  Updated sections 5.2.1.3 Xsi- Actions and 5.2.1.4 Xsi-Events to indicate that
Xsi-Events and Xsi-Actions are now pre-installed and managed on the Xtended
Services Platform for EV 147376.
 Updated section 5.1.8 Configure Enhanced Reporting on Application Server for
EV 150668.
 Removed redundant Xtended Services Platform (Xsp) set-up information from section
5.1.5 Install Public Reporting Interface (covered in section 5.2.1 ended Services
Platform Configuration).
 Added information about installing new versions of BWCallCenter to section 5.2.1.2.1
Install Newer Version of Call Center.
 Updated section 5.2.1.1 Communication Utility for EV 140423.

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 2 Overview

The Cisco BroadWorks Call Center solution provides service providers with a highly
flexible, feature-rich, fully integrated Automatic Call Distribution (ACD) and Call Center
service that supports the requirements of every business customer. This includes simple
hunting and queuing for individuals and work groups to sophisticated call distribution and
routing, conditional announcements, agent availability states, Interactive Voice Response
(IVR), desktop clients, and monitoring and reporting for more complex call center
environments.
There are some key capabilities associated with a hosted Call Center solution, which
make the Cisco BroadWorks-based solution superior to an alternative premises-based
ACD platform for the customers.
Key features and benefits:
 Virtual call centers – Since the platform is hosted by the service provider, a call
center group can include any user, regardless of their location. Inbound calls can
efficiently reach a broader set of agents, including agents at different branch locations,
home-based workers, and agents working from temporary locations.
 Lower total cost of ownership – Customers can operate a feature-rich call center,
without the up-front expenditures for hardware, software, and platform integration.
 On-demand service – Customers can deploy the service in days instead of months,
since the only activity is to configure and activate the Call Center service for the
enterprise. There are no platforms to install and integrate.
 Carrier-class availability – Service providers can offer a solution that provides more
resilience and fault tolerance than a premises-based platform. If a physical site is
unreachable due to either power or transmission issues, inbound calls can be routed
to alternate locations or callers can receive an announcement, instead of a busy
signal and unanswered calls.
 Supports both small/simple and large/complex environments – The Cisco
BroadWorks Call Center solution can be configured to support any environment, from
the most simple queuing to complex call centers, allowing even the smallest customer
to obtain access to features that were previously out of their reach.
 Some of the key components of the Cisco BroadWorks Call Center solution are the
hosted web applications that are used by agents and supervisors. The clients,
referred to in this document as the Cisco BroadWorks Agent client and the Cisco
BroadWorks Supervisor client, are described in greater detail in the following
documents:
− Cisco BroadWorks Hosted Thin Call Center Agent/Supervisor User Guide [8]
− Cisco BroadWorks Hosted Thin Call Center Agent/Supervisor Configuration and
Administration Guide [12]

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 Figure 1 Cisco BroadWorks Call Center

2.1 Key Features

Following are some of the key features:
 Inbound Interactive Voice Response – Callers can use an Automated Attendant to
get routed to the most appropriate set of agents, with different routing options for
business hours and non-business hours.
 Automatic Call Distribution (ACD) – Intelligent call distribution selects an available
agent using a combination of the agent’s line state, availability setting, and skill level,
or a combination of the agent’s line state, availability setting, and a call distribution
algorithm (direct agent hunt, most idle hunt, simultaneous ringing, weighted
distribution).
 Queuing – Calls are queued when all the agents are busy, with the associated
entrance announcement, music, or video on hold, and periodic comfort messages
played to the caller while they wait.
 Queued Call Prioritization – Calls in queue can be prioritized based on their time in
the queue and the dialed number (DNIS).
 Customized Audio and Video Greetings and Announcements – Callers can
receive custom greetings and announcements based on the dialed number (DNIS)
when they reach a call center, when they are waiting in a queue, or when they are
rerouted to alternate locations.
 Customized Whisper Announcements – Agents answering ACD calls can hear a
custom whisper announcement before being connected to the caller. This allows
customers to provide specific call instructions prior to the call based on the dialed
number (DNIS).
 Time and Schedule-based Routing – Inbound calls are routed to alternate
destinations during non-business hours and holidays.

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  Conditional Routing – Calls are rerouted based on various conditions, such as
bounced calls, stranded calls, calls that have waited too long, and calls that reach a
call center with an excessive number of queued calls.
 Temporary Forced Routing – Calls can be automatically rerouted to alternate
locations due to a temporary condition in the call center.
 Outbound Calling – Outbound calls from agents can be associated with a call center,
to support outbound dialing campaigns.
 Agent and Supervisor Clients – Intuitive interface provides greater agent
productivity and management oversight.
 Dashboard – Real-time monitoring of agents and queues tracks current state and
current performance of agents and queues.
 Reporting – Real-time and historical reports track key performance indicators (KPIs).
Users have capability to schedule reports and system providers have the ability to
customize reports.

Call Center also supports the following features:

 Extension Mobility using BroadWorks Remote Office or BroadWorks Anywhere
– Agents can receive or make calls from remote locations (home, alternate location)
or their mobile device.
 Shared Workstations using BroadWorks Hoteling – Agents can easily log in at a
shared workstation and/or phone while maintaining their user settings.
 Unified Messaging for Voice, Video, and Fax – Cisco BroadWorks Unified
Messaging can be used with a call center supporting voice messages, video
messages, and fax messages, with the message forwarding to an e-mail address or
alias.
 Conferencing – Agents can quickly escalate calls to a supervisor or engage other
subject matter experts within the organization using the integrated Cisco BroadWorks
Conferencing services.

The Cisco BroadWorks Receptionist, Cisco BroadWorks Supervisor, and Cisco

BroadWorks Agent clients support the following features:
 Authentication with PIV cards – Receptionist, Supervisors, and Agents can use
their PIV card to sign into the clients. This is applicable only in Windows
 SSO support with SAML 2.0 – Organizations can integrate their SAML2.0 Identity
Providers (IDP) to allow Receptionist, Supervisors and Agents login to the clients
without providing credentials every time.
 Privacy Policy Link – Organizations can display a Privacy Policy link, which when
clicked, displays the Privacy Policy statement in a newly launched window.

2.2 Call Center Offerings

The Call Center solution has three license options designed to provide a cost-effective
solution for a wide range of deployment environments.
The call center licenses are assigned at the user level. Therefore, there is no restriction in
the number of call centers that can be created. Any user with an appropriate call center
user license can be assigned to a call center.

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 When call center user licenses have been authorized to a group, the group administrator
can create call centers in the group. The type of call centers that can be created matches
the type of call center user licenses assigned to the group. For instance, if there are only
Call Center – Basic licenses authorized to the group, the group administrator is only able
to create Basic call centers.
After creating a call center, the administrator is able to assign users within the enterprise
who have a call center user license that corresponds to the minimum requirements of that
call center type.
 Basic call center:
A Basic call center is designed to support a simple call distribution and queuing
scenario, such as a front-office receptionist or a small work group. Inbound calls are
distributed based on the agent’s line state and “join” status. Callers receive
appropriate entrance and queue messages, and calls can overflow to alternate
locations if they wait too long in queue or if the queue is beyond capacity.
Any user with a call center license can be assigned to a Basic call center.
This type of call center does not support Agent ACD states, Cisco BroadWorks Agent
client, or Reporting.
 Standard call center:
A Standard call center is designed to support a normal call center environment where
flexible routing options are needed and the agent’s workflow dictates the need for
ACD states such as Available, Unavailable, and Wrap-up. In addition, Standard call
centers are designed to support deployments that require clients such as the Cisco
BroadWorks Agent client and Reporting.
Any user with a Standard or Premium call center license can be assigned to a
Standard call center.
 Premium call center:
A Premium call center is designed to provide the most advanced set of routing and
call management options to support a formal call center environment. It supports
such capabilities as multiple dialed number identification service (DNIS) numbers
being assigned to a single call center, agent skill levels for directing calls to more
skilled agents, additional unavailable codes for when agents are not able to take calls,
and disposition codes to associate with ACD calls, outbound calling, and silent
monitoring of agents.
Only users with a Premium call center license can be assigned to a Premium call
center.

Best Practice

Analyze the requirements of your organization to determine the proper mix of Basic, Standard,
and Premium call centers that are required as well as the number of users that are required for
each type of call center.

A user with a Premium call center user license can be assigned to any call center type and a
user can be assigned to an unlimited number of call centers.

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 2.3 Call Center User Roles
The Call Center solution is designed to support the requirements of users who are
performing a variety of roles including receptionists, general office employees, and call
center agents and supervisors.

2.3.1 Receptionist
As previously mentioned, the Call Center application can be used with an individual user,
where the user is the only person assigned to the call center. When the user is busy, calls
are queued until they become free. This is well suited for a front-office employee such as
a receptionist.
The Cisco BroadWorks Receptionist Enterprise client can be used in conjunction with a
call center, providing visibility to the receptionist of any calls in a queue as well as the
ability to manipulate the queued calls. The receptionist can monitor multiple departments
or groups by setting up a call center for each inbound number.
This scenario is also applicable to a pool of receptionists who support a larger organization
or who share support for various groups, so that if the primary receptionist is busy, the call
is routed to the backup receptionist, and if both are busy, the call is queued or forwarded
to an alternate location.

2.3.2 Office Employees

The Call Center solution can be applied to any group of employees, to provide general call
distribution (among the employees) and queuing in the event that the employees are all
busy. This is a common scenario with a small business or a department within an
enterprise, in which inbound calls ring all the members of the group and an available
person in the group answers the call. By using the Cisco BroadWorks Call Center, calls
are only presented to employees who are available (or can simultaneously ring all
employees) or the call is queued until someone is free. Calls can also be automatically
rerouted to alternate locations or queues, based on wait times, business hours, and other
criteria.
Employees can optionally set their availability using the web portal or Internet Protocol (IP)
phone, depending on the device capabilities.
With a Standard call center, employees can also generate reports to track items such as
the peak inbound call periods, staffing levels, and abandoned or overflowing call rates.

2.3.3 Remote and Mobile Employees

A Cisco BroadWorks Call Center routes calls to agents based on the call distribution
method and the agent’s availability. If the agent uses BroadWorks Remote Office or
BroadWorks Anywhere, the device that is alerted may be the agent’s home phone or
mobile phone even though it is probably associated with another carrier’s network. This is
a powerful capability that provides enormous flexibility, because the user’s line state is
maintained by Cisco BroadWorks throughout the call. This means additional calls will not
be routed to the user while they are involved on a call, and reports will reflect appropriate
data on the duration of calls, call transfers, and unanswered calls, which are critical
performance metrics for a Call Center.

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 2.3.3.1 BroadWorks Remote Office
The BroadWorks Remote Office feature, activatable using the web portal, routes an
inbound call directly to a specified alternate phone number, which includes inbound calls
from a call center. Cisco BroadWorks routes inbound call center calls based on the user’s
line state. With Remote Office, the line state is recognized on both inbound and outbound
calls as long as the outbound calls are initiated using a Cisco BroadWorks client.
Remote Office is typically used to support a temporary rerouting of calls to an alternate
location such as when a user works from home during severe weather or works from an
alternate branch location on a temporary basis. However, it can also support agents who
have Cisco BroadWorks as an overlay service and have assigned the Remote Office
feature to a private branch exchange (PBX)-based phone as their primary device.

2.3.3.2 BroadWorks Anywhere

The BroadWorks Anywhere feature is typically used to integrate a user’s mobile phone
with the BroadWorks service, allowing them to use their mobile phone to make and
receive calls against their Cisco BroadWorks number. BroadWorks Anywhere is usually
enabled as a default setting for all inbound calls, and outbound calls are activated on a
call-by-call basis. Similar to Remote Office, an inbound call center call is routed to the
user based on their line status, which is monitored in Cisco BroadWorks.
BroadWorks Anywhere can be used in a call center environment to support employees
who are typically in the field, such as service technicians or real estate agents, such that
even when they are out of the office, an inbound call can be directly routed to them. It can
also be used by mobile receptionists, who use a mobile phone as their primary device, or
for a complete “virtual” office, in which all the employees are remote and mobile, but want
to present a “brick-and-mortar” appearance to callers.

2.3.4 Call Center Agent

The call center agent can range from a casual agent who periodically receives ACD-
related calls along with direct inbound calls to a formal call center agent who handles a
high volume of inbound ACD calls in addition to making outbound calls. The Cisco
BroadWorks Call Center solution is designed to support both types of users.

2.3.4.1 Casual Call Center Agents

For the casual call center agent, the most important objective is to ensure they know the
incoming call is related to the call center so that they can provide the appropriate greeting
to the caller. Cisco BroadWorks provides the inbound call information using multiple tools.
 IP Phone screen – IP phones (depending on phone vendor) can provide incoming
call information, including the call center name/number, calling party ID, call wait time,
number of calls remaining in queue, and the longest wait time of a call in queue.
 Incoming call notification – The “toast” dialog box on the Cisco BroadWorks Agent
client also provides incoming call information, including the call center name/number,
calling party ID, call wait time, number of calls remaining in queue, and the longest
wait time of a call in queue.
 Whisper message – A whisper message can be configured on Premium call centers
that play a recorded message to the agent immediately before connecting the call,
typically stating the call center name (for example, parts department).
 Distinctive ring pattern – A distinctive ring pattern can be assigned to call centers,
which provide an audible indication of the source of the call.

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 In most cases, the “casual” call center agent uses their desktop phone to manage their
calls. The solution supports any type of phone device, including legacy analog phones, IP
phones, soft phones, and mobile phones.

2.3.4.2 Formal Call Center Agents

Call center agents in a formal call center are focused on handling calls as quickly and
efficiently as possible. This requires a combination of efficient call routing to ensure callers
do not wait too long to reach an agent, and efficient call handling by agents, which means
answering calls quickly and ensuring the caller’s needs are met during the conversation.
In most cases, the agent uses the Cisco BroadWorks Call Center Agent client to manage
their calls. The client provides a rich set of features designed to support the needs of a
call center agent.
 Inbound Call Information – Similar to what was described in the previous section on
casual call center agents, when an inbound call arrives, the Cisco BroadWorks Agent
client has a Global Message Bar that includes information about the call.
 Active Call Management – The client provides intuitive buttons for all the common
call handling functions, such as answer, hold, transfer, conference, and end, plus the
ability to initiate outbound calls.
 Set Availability States – The client includes buttons and drop-down options to set
availability states, including Available, Unavailable, Unavailable Reasons (lunch,
training, break, and so on), Wrap-up, and Sign-in/Sign-out.
 Online Directories with Click To Dial – Online directories are available in the client,
including the enterprise or group directory, personal directories, speed dials, and the
user’s Outlook directory (includes the ability to use Click To Dial to initiate an
outbound call).
 Call Escalation – Agents can quickly escalate a call to a supervisor using the
Escalate or Emergency Escalate buttons on the client. This is designed to quickly
involve a supervisor on a customer call.
 Auto-answer Options – Agents with phone headsets can have inbound calls
automatically answered (auto off-hook) using settings in Cisco BroadWorks or on the
client.
 Enhanced Reporting – The Cisco BroadWorks Agent client provides a set of reports
that shows the agent’s activity over a specified period of time.

2.3.4.3 Agent using Shared Workspace

Call center agents often share workstations, particularly when the call center is active for
24 hours per day. The Cisco BroadWorks solution supports a single login, using a phone
or the Cisco BroadWorks Agent client, which enables an agent to associate the phone
device at the workspace with their user ID.
For more information, see section 3.10 Extension Mobility.

2.3.5 Supervisor
 A user who is assigned to be a supervisor for a Cisco BroadWorks Call Center can
have two roles, that of a team lead and that of a supervisor.
 In each case, the user is assigned to be a supervisor for a call center and is assigned
to supervise a specific list of agents.

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  Any user in the group or enterprise can be assigned to be a supervisor of a call
center. No call center user license is required for a supervisor, except for the Cisco
BroadWorks Supervisor license (to use the Cisco BroadWorks Supervisor client).
However, it is recommended that supervisors have the equivalent of a Premium
Enterprise feature set assigned to them.

2.3.5.1 Team Lead

A “team lead” is a supervisor who does not have a Cisco BroadWorks Supervisor client,
although they may have a Cisco BroadWorks Agent client. In this role, the user shows up
on an agent’s list of supervisors when they want to escalate a call, either through usual
escalation or through emergency escalation.
The team lead cannot modify any call center settings or run any reports on the call
center or agents, except for an Agent Activity Report on themselves.

2.3.5.2 Call Center Supervisor

 A call center supervisor has a Cisco BroadWorks Supervisor client, which provides
real-time monitoring of queues and agents, as well as the ability to generate on-
demand reports on the key performance indicators for the queues and agents.
 The functions available to a supervisor include the following:
 View and change agent availability states
 Silently monitor or barge in on an active call
 Silently monitor next call to a queue or agent
 Manipulate calls that are in queue (reorder calls, transfer calls, retrieve calls)
 Monitor (real-time monitoring of) queues and agents.
 Reporting – The Cisco BroadWorks Supervisor client provides a set of reports that
shows the agent and queue activity over a specified period of time.

2.3.6 Call Center Administrator

In this role, the primary task is to administer the call center configuration options and
settings using the Cisco BroadWorks administrator’s web portal. In many cases, this
function is restricted to a group administrator or the service provider but it can be
performed by an employee or a supervisor within the call center by assigning the call
center to a department and creating a department administrator.
The designated call center administrator can sign in to the web portal using the
department administrator credentials, as opposed to their personal credentials. As a
department administrator, the user can access and manage only the services that are
within that department.
As an administrator, they can change all the call center settings, such as queue length,
wait times, announcements, assigned agents, agent selection order, and access the web-
based reports for the call center.

2.4 Status and Statistics

Basic status and statistics that provide the most critical performance indicators are
available via the web portal for less demanding environments.
For more information, see the Cisco BroadWorks Call Center Statistics Guide [1].

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 2.5 Dashboard
The Dashboard is a feature of the Cisco BroadWorks Supervisor and Agent clients. It
provides real-time monitoring capabilities that allow an agent to monitor their assigned
queues, and supervisors to monitor agent and queue activity as well as key performance
indicators.
The Supervisor Dashboard’s statistics are designed to allow a supervisor to quickly
understand how the call center and agents are performing so that quick decisions can be
made to increase or reduce staff. The Dashboard may also be displayed on a large flat
screen monitor and may be used as a wallboard for the call center.
For more information, see sections 3.6 Agent Dashboard and 3.7 Supervisor Dashboard.

2.6 Presence and Messaging

The Cisco BroadWorks Receptionist, Supervisor, and Agent clients provide Instant
Messaging and Presence (IM&P) information, allowing users to set their presence status
and exchange instant messages with each other from within the client application.
Additionally, the Receptionist client provides calendar integration, enabling the sharing of
calendar presence and availability for the Receptionist user and monitored contacts.
More information about these features is available in the Cisco BroadWorks Hosted Thin
Call Center User Guide and the Cisco BroadWorks Hosted Thin Receptionist User Guide.

2.7 Reporting
Reporting provides a comprehensive set of reports on the agent, the queue activity, and
the key performance indicators. Reports can be generated in real time in the Cisco
BroadWorks Agent and Supervisor clients for various time frames and intervals. Reports
that are required to be generated frequently may also be scheduled by administrators and
supervisors and then delivered via e-mail at the appropriate time.
All reports only allow visibility to the data that the user has permission to see. Agents can
only view reports on themselves and supervisors can only view reports on call centers or
the agents they supervise. Administrators can run reports on all entities in the enterprise.
Reports are designed to provide supervisors with a clear understanding of how the call
center and agents are functioning. There are over a dozen reports available as pre-
created canned reports. Additional reports may be added by creating custom reports.
For more information, see section 3.8 Reporting.

NOTE: Call Center Reporting capability is no longer available for new purchases made after
April 2019.

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 3 Solution Components

The Call Center solution is made up of various products and components that work
together to provide the full solution.

3.1 Typical Call Center Call Flow Model

Following are the steps generally used when there are inbound calls to a call center:
1) A caller calls a main “pilot number” that reaches an Auto Attendant/interactive voice
response (IVR).
2) The Auto Attendant provides a series of routing options to the caller, based on the
time schedule/holiday schedule. Multiple tiers of Auto Attendant options can be
provided to reach the correct group of agents. For example, the options start with
“Press 1 for English, and 2 for Spanish”, followed by another Auto Attendant that
offers “Service” or “Support”, followed by another Auto Attendant that offers support
for specific products.
3) The caller selects an option and is immediately routed to a call center that handles the
call according to the assigned policies (for example, Night Service, Holiday Service,
Forced Forwarding).
4) A call received during normal business hours or received by a call center with no
active special policies is queued in the call center to be processed by an available
agent staffing the call center. While remaining queued, the caller hears various audio
or video announcements, if enabled.

NOTE: Calls in a queue are typically ordered by wait time, with the longest waiting calls
prioritized to the top of the queue. Calls can be reordered by a supervisor and calls that were
offered to an agent and bounced are always prioritized to the top of the queue. In addition, a call
may be transferred by a supervisor or an agent from one call center to another, in which case
the wait time of a call can be preserved by policy.

5) The call center offers the call to an agent when the agent becomes available. A
whisper message can be configured to be played to the agent prior to receiving the
call to provide information regarding the call center from where the call is being sent.
This helps the agent better serve the customer.

Best Practice

Callers within the call center call flow can escape from any service by using an escape digit.

Escape from Auto Attendant – A caller can escape from the Auto Attendant by pressing 0, at
which point they are redirected to an operator, if configured.

Escape from Queue – A caller can escape from the queue by pressing a preconfigured digit, as
long as they are not listening to the mandatory entrance message. Upon dialing the escape
digit, they are rerouted based on the call center’s Busy treatment, which may be Call Forwarding
Busy or Voice Messaging.

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 Escape from Voice Messaging – A caller can escape from Voice Messaging by pressing 0, at
which point they are redirected to an operator, if configured.

3.2 Auto Attendant

The Auto Attendant service on Cisco BroadWorks provides an IVR function for the Call
Center solution. It provides the prompts and options that route calls from the initial number
to various call center queues, agents, supervisors, voice messaging boxes, or other
contact points in the organization. The Auto Attendant provides the following capabilities
for use in the Call Center solution:
 Interactive voice response
 Forwarding of a call to the appropriate call center
 Time and holiday-based alternate routing options

3.3 Call Center

The Call Center service is the primary component of the solution. It provides
announcements, call distribution, and queuing capabilities as well as various policies for
call handling and routing. For information on the various subcomponents of the call
center, see the following subsections.

3.3.1 Call Distribution Features

A call received by a call center can be distributed to the various agents staffing the queue
using different algorithms.
Following are the different types of call distribution:
 Regular call distribution – Incoming calls hunt through agents in the order they
appear on the list, starting from the top each time.
 Circular call distribution – Incoming calls hunt through agents in the order they
appear on the list, starting with the agent who follows the agent who received the
previous call. When the search reaches the end of the list, it loops back to the top and
continues until it has tried all users.
 Uniform call distribution – Incoming calls hunt through all agents, starting with the
agent who has been idle the longest and ending with the agent who most recently
answered a call.
 Simultaneous call distribution – Incoming calls alert all agents at the same time.
The first agent to answer handles the call.
 Weighted call distribution – Incoming calls are assigned to idle agents based on
percentages assigned to the agents in the call center’s profile. This feature supports
an element of skills-based routing, since a higher percentage of calls can be routed to
more highly skilled agents within the call center.
In addition to the call distribution methods described in this section, a Premium call center
can be defined as “skill-based”. In a skill-based call center, each agent is given a skill
rating for that call center, where a rating of 1 is the most skilled and a rating of 20 is the
least skilled.
A call received by a skill-based call center is delivered to the available agent with the
highest skill rating for that call center. In the event of a tie (multiple agents with the highest
available skill level), the Regular, Circular, or Uniform distribution policy previously
described is used to break the tie.

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 An example scenario follows:
Use case – Skill-based Routing
Two agents are staffing two queues of a group/enterprise:
 Technical support
 Customer service
The first agent has a skill level of 1 in technical support and a skill level of 10 in customer
service.
The second agent has a skill level of 1 in customer service and a skill level of 20 in
technical support.
Both agents are available. A call comes to technical support and is delivered to the first
agent because he has the highest skill level for that queue. A second call comes to
technical support and is delivered to the second agent because he has the highest skill
level of available agents.
The first agent frees up and becomes available to take a new call. A call comes to
customer service and is delivered to the first agent because he has the highest skill level
of available agents.

Best Practice

There is no limit to the number of call centers an individual agent can be assigned to and an
agent’s selection criteria can vary in each call center. Therefore, an agent can be the first
selection in the “English-speaking new car sales” call center and the last selection in the
“Spanish-speaking used car sales” call center.

By the same logic, an agent can be a member of the primary “Sales” call center as well as an
agent in the “Support-Overflow” call center that includes agents who act as backups for when the
main “Support” call center is overloaded.

3.3.1.1 Directory Number Hunting Service

The Directory Number Hunting service provides:
 Ability for a caller to reach an agent directly by extension.
 Placement of a caller who directly called an agent in a call center for distribution to
another agent, if the original agent was not available.
This is typically performed by enabling the IVR to allow extension dialing or by providing
an alternative method for reaching the agent (direct number, a different IVR, and so on).
The Directory Number Hunting service that can be assigned to the call center provides the
capability for calls to be redirected to a queue if unanswered. Agents can be assigned this
service so that their unanswered calls are sent to the configured queue.

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 SP Data Center

BroadWorks Call Center

PSTN
Calls Calls AUTO
IP ATTENDANT

Messaging

Direct Call to Agent

Calls to Queue

ACD ACD

Unanswered Call
Call Center
Agent

Figure 2 Direct Agent Access Overview

3.3.2 Call Center Announcements

When a call is received by the call center, various audio and video announcements can be
configured to be played to the caller. The Media Server is used to play media files to the
caller when necessary. Default audio and video announcement files are provided for each
announcement/treatment.
Service providers typically create custom announcements that can be loaded or retrieved
by the following methods:
 Load custom files – These are .wav files that are loaded directly via the Call Center
web page.
 Uniform Resource Locator (URL) – This is a pointer to a server that stores the
announcement file. The file is retrieved and played back by the Media Server.
 External source – The Music On Hold and Video On Hold service supports the use
of an external source for the media. This is the same as the group level external
Music On Hold service on Cisco BroadWorks.
Release 17.0 introduced the ability to load up to four custom announcement files for each
announcement. This enables the use of announcement fragments that can be shared
across multiple services.

Best Practice (a)

Create a set of common announcement files and reuse them across multiple call centers.

For example, the following announcement can be broken down into four different announcement
files, with the first, third, and fourth fragments used across multiple call centers.

““Thank you for calling Acme Services. You have reached our sales department. All our
associates are currently busy, but please hold for the next available agent. If you would like to
speak to an operator, please press 0 now.”

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 Best Practice (b)

Emulate specific calling patterns using the announcement fragments.

For instance, to provide initial ringback to the caller, even though the call has been routed to the
queue because all agents are busy, load a “ringback” audio file as the first fragment, followed by
the standard entrance announcement. This gives the caller the comfort that their call attempted
to reach an agent before going into the queue.

Best Practice (c)

Use the URL option for announcements that may be changed periodically or are used by
multiple call centers.

All call center announcements can be configured at the call center level as well as at the
DNIS level within a call center. Configuring announcements at the DNIS level provides
more differentiation for the caller since the caller receives announcements specific to the
DNIS number the caller has dialed.
The default announcements described in this section are always localized according to the
language of the queue.
For information on limits related to the number of recorded voice announcements or
number of Music-On-Hold announcements, see the Cisco BroadWorks System
Engineering Guide [2].
The following table describes the formats currently supported by the system.
Media File Stream Characteristics
Format

.wav Audio u-Law/a-Law

8 kHz
8-bit mono

.wma Audio u-Law/a-Law

8 kHz
8-bit mono

.mov Audio AMR-NB 12.20 KBps/aLaw/uLaw

Video H.263: CIF (352 x 288) or QCIF (176 x 144)

H.264: CIF (352 x 288), QVGA (320 x 240), or
QCIF (176 x 144)

.3gp Audio AMR-NB 12.20 KBps/aLaw/uLaw

Video H.263: CIF (352 x 288) or QCIF (176 x 144)

H.264: CIF (352 x 288), QVGA (320 x 240), or
QCIF (176 x 144)

Preferred codecs can be configured against a call center. The configuration applies
whenever the caller is connected to the Media Server for the playback of an
announcement/treatment or whenever the caller is connected to an external music source.
The administrator can configure a different preferred codec for internal calls as well as
external calls.

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 3.3.2.1 Comparison of Various Announcements by Call Center Type
The following table contains a mapped listing of the various call center treatments and the
type of call center supporting these treatments:
Treatment Basic Standard Premium

Entrance X X X

Estimated Wait Message X X X

Comfort X X X

Music On Hold (MOH) X X X

Comfort Bypass X

Whisper X

3.3.2.2 Entrance Message

The entrance message is the first message played to the caller when the call reaches the
call center. The entrance message is optional.
If the entrance message option is enabled, it is played under the following conditions:
 There are no agents available to accept the call
-or-
 Agents are available, and the Play ringing when offering call option is not enabled
Once the entrance message has finished playing, Music On Hold and comfort messaging
are provided to the caller, if enabled.

Best Practice

It is critical to design announcements that correspond to the flow of calls through the call center,
including when calls route to overflow queues. Step though each call scenario, including calls
that are directly routed to agents, calls that get queued, and calls that immediately overflow, to
ensure the announcements provide the appropriate message to the caller.

3.3.2.2.1 Mandatory Entrance Message

An option is provided to force the playback of the entrance message on each inbound call.
When enabled, the entrance message is mandatory and is played to completion before
any attempt is made to offer the call. The caller cannot escape out of the message using
the escape digit and a supervisor cannot manipulate the call during the mandatory
entrance message.
The message is played in its entirety before processing the call out of the queue by a Call
Center policy, such as Stranded Calls, or Overflow based on time.

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 3.3.2.2.2 Estimated Wait Message
The Estimated Wait Message (EWM) provides queue information to the caller.
When a new call is added to the call queue, the EWM is played in the order determined by
the delays configured for the different call center announcements. If the Comfort message
and EWM are both enabled and the delay is configured to the same value for both
messages, the Comfort message is played first.
This announcement has two modes of operation:
 Queue Position: In this case, the caller is informed of their current position in the call
queue (for example, “You are caller number 12 in the queue”).
 Estimated Waiting Time: In this case, the caller is given an estimated number of
minutes before the call will be answered by an agent (for example, “Your estimated
wait time is 5 minutes”).
The estimated wait message announcements are localized according to the language of
the queue.
The EWM can be configured to recalculate and play at a specified interval. If the caller
overflows to another queue, they hear a new EWM, if the message is enabled.

3.3.2.3 Comfort Messaging

3.3.2.3.1 Comfort and Music-On-Hold Messages

These messages are played to the caller after the entrance message (if configured to
play).
The Music-On-Hold (MOH) message is played before the comfort message, when
configured.
The administrator can specify the use of the default file, a custom file, a URL, or an
external music source for the media.
The comfort and Music-On-Hold messages keep playing to the caller in a loop until the call
is answered by an agent or until action is taken by a Call Center policy (for example,
Overflow).

3.3.2.3.2 Comfort Message Bypass

An alternate comfort message can be enabled for calls that are expected to be answered
quickly instead of the usual comfort/Music-On-Hold treatments. This policy applies after
the entrance message has finished playing (if applicable).
The time threshold that triggers the comfort message bypass is configurable. When a
new incoming call is received by the queue, if the longest waiting time for a call in the
queue is less than or equal to this threshold, then the alternate Comfort Message service
is triggered. The comfort message bypass options include playing ringback and/or playing
a specific comfort message bypass announcement.
The comfort message bypass is only configurable at the call center level and is not
available to be configured at the DNIS level.

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 Best Practice

The comfort message bypass is designed to support periods of low call volume.

Call flows in call centers are designed to support an “expected” call volume and wait time for
callers. Standard comfort messages are designed to support these wait times and provide
periodic reassurance that the call has not been forgotten. This feature provides a trigger that
automatically alters the default behavior when the wait time is short. This prevents a caller from
hearing a short portion of the standard comfort message that abruptly ends when they are
connected to an agent.

In a typical scenario, the Play announcement after ringing X seconds is enabled, which provides
ringback to the caller, followed by a shorter comfort message if the call is not answered within a
certain period of time.

3.3.2.4 Call Whisper Message

The call whisper message is a message that is played to the agent immediately before the
inbound call is connected. The calling party hears ringback, announcements, or Music On
Hold during the whisper message.
The message typically announces which call center (especially important when using
DNIS) the call is coming from. This allows the agent to identify which call center or DNIS
the caller has dialed without the need to look at their phone or Cisco BroadWorks Agent
client. For instance, ten separate numbers can all be routing their inbound calls to a single
call center. Each of the ten numbers can have their own customized call whisper
message so the agent knows what number was dialed and can provide the appropriate
greeting.

Best Practice

A different call whisper message can be configured for each DNIS number and can be any type
of message.

Another use of the message is to prompt the agent about the day’s special sales deal,
such as “Leather jackets have 25% discounts”. In this case, the message may change
from day to day. Therefore, by using the URL method of loading, the message provides
for easier message management. The default announcements are always localized
according to the language of the agent.

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 3.3.3 Call Center Policies
The call center has various policies that affect the processing of calls received by the call
center. The following figure summarizes how these policies impact the flow of a call
through a queue.
In general, the processing of an incoming call to a call center can be summarized as
follows:
 An incoming call received by the call center is initially processed by the services that
are assigned to the call center. In some cases, the services may prevent the call from
proceeding to the queue. For example, the Call Forwarding Always service may be
assigned and enabled for the call center, in which case all incoming calls are
forwarded before entering the queue.
 The incoming call is then processed by call center policies such as the Holiday
Service policy, Night Service policy, Forced Forwarding policy, and so on, before
entering the queue. The call center policies are designed to provide the user with
flexibility to handle calls under special circumstances such as holidays, emergencies,
or after hours.
 The incoming call enters the queue, unless the call was handled by a service or call
center policy. If the queue has reached its maximum capacity, then the call is
processed according to the Overflow policy. Otherwise, the caller is presented with a
call treatment and the call is offered to agents as they become available and
according to the priority and wait time of the call.
 Calls are typically prioritized in a queue according to their respective wait time and the
DNIS priority, unless the call was explicitly reordered by a supervisor or the call was
offered to an agent already and bounced.
 A call can exit from the queue if there is a user action:
− An agent is offered the call and answers.
− The caller abandons the call by hanging up.
− The caller abandons the call by dialing an escape digit.
− The supervisor transfers the call out of the queue.
 A call can also exit from the queue based on the processing of a call center policy as
follows:
− The Stranded Calls policy allows the configuration of specific routing behavior for
stranded calls.
− The Stranded Calls – Unavailable policy allows the configuration of specific
routing behavior for calls stranded in a staffed queue when all agents are
unavailable.
− The Bounced Calls policy allows the configuration of specific routing behavior if a
call offered to an available agent is not answered.
The Overflow policy allows the configuration of specific routing behavior if the call stays in
the queue beyond a configurable time threshold or if the queue has reached its maximum
capacity.

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 Figure 3 Call Center Processing Flow

The following table contains a mapping of the call center policies with their configurable
actions.
Policy Type Perform Busy Transfer Night Ringing Announce
No Action Service ment

Overflow All X X X Once

Distinctive All
Ringing

Stranded Standard, X X X X X Loop

Premium (Premium) (Premium) (Premium)

Stranded- Standard, X X X X X Loop

Unavailabl Premium (Premium) (Premium) (Premium)
e

Bounced Standard, X X
Premium

Holiday Premium X X X Once

Service

Night Premium X X X Once

Service

Forced Premium X X Once

Forwardin
g

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 3.3.3.1 Overflow Policy
There are two types of overflow scenarios that can occur in a call center queue:
 Based on size – These overflow scenarios occur when an incoming call cannot be
queued because the queue has reached the configured maximum quantity.
 Based on time – These overflow scenarios occur when a queued call is not handled
(either by an agent or by another Queue policy) within a specified amount of time.
The call is removed from the queue and handled according to the related Overflow
policy actions.
Options are available to configure the threshold used to determine when a call overflows
based on time as well as to determine the size of the queue.
The following actions may be performed on a call that has triggered overflow:
 Busy: Overflow calls are provided with the Busy treatment. If the queue is configured
with the Call Forwarding Busy or the Voice Messaging service, then the call is
handled accordingly.
 Transfer: Overflow calls are transferred to the configured destination.
 Ringing: Overflow calls are provided with ringing until the caller releases the call. The
ringback tone played to the caller is localized according to the country code of the
caller.
For the all types of actions, the policy can be configured to play an announcement prior to
proceeding with the action. In this case, the announcement is played once to completion
before the action is processed.

3.3.3.2 Distinctive Ringing

This policy provides a distinctive ring to an agent when the call is routed from a call center.
If the administrator configures the options to enable the Distinctive Ringing policy, the
Application Server includes the Session Initiation Protocol (SIP) Alert-Info header within
the SIP INVITE request when offering the call to an agent (with the configured ring
pattern).

Best Practice

Distinctive ringing can be used with casual call center agents; such that they know that the call is
an ACD-related call and not a direct dialed call. Different ring patterns allow them to distinguish
between different call centers.

Auto-Answered calls – Agents with headsets that use auto-answer, such that their phone
automatically goes off-hook when a call is received, can use a combination of distinctive
ringing and a whisper message to alert them when a new call is about to be connected. A
distinctive ring pattern can be associated with “Forced Delivery” calls.

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 3.3.3.3 Stranded Policy
This policy allows for the configuration of the processing of stranded calls.
A stranded call is a call that is being processed by a queue that has no agents currently
staffed. (An agent is said to be staffing a queue if the agent has joined the queue and is
not in the Sign-out state.) If the last agent staffing a queue “unjoins” the queue or signs
out, then all calls in the queue become stranded and handled as described. If an incoming
call is received by a queue with no agents staffing the call center, then the call is initially
put in the queue. Once the queued call is ready to be offered to an agent, if there are no
agents staffing the queue, then the call is processed as a stranded call. In particular, if the
mandatory Entrance Message option is enabled, then the entrance message is played to
completion before the call is handled as a stranded call.
There are multiple options for handling stranded calls. The following actions may be
configured:
 None: Calls remain in the queue.
 Busy: Calls are removed from the queue and are provided with the Busy treatment. If
the queue is configured with the Call Forwarding Busy or the Voice Messaging
service, then the call is handled accordingly.
 Transfer: Calls are removed from the queue and are transferred to the configured
destination.
 Night Service (Premium only): Calls are handled according to the Night Service
configuration. If the Night Service action is set to “none”, then this is equivalent to this
policy being set to “none” (that is, calls remain in the queue).
 Ringing (Premium only): Calls are removed from the queue and are provided with
ringing until the caller releases the call. The ringback tone played to the caller is
localized according to the country code of the caller.
 Announcement (Premium only): Calls are removed from the queue and are provided
with an announcement that is played in a loop until the caller releases the call.

3.3.3.4 Stranded-Unavailable Policy

This policy allows for the configuration of the processing of calls that are in a staffed queue
when all agents are unavailable. A “staffed” queue has one or more agents who are both
joined to and signed in to the queue.
Two conditions trigger the configured policy action:
1) An incoming call is received by a queue where all staffed agents are unavailable. If
the mandatory entrance message option is enabled, it is played to completion before
the policy action is applied to the call.
2) One or more calls are waiting in a call center queue when it is determined that all
staffed agents are unavailable. The policy action is applied to all calls in the queue.
There are multiple options for handling stranded-unavailable calls. The following actions
may be configured:
 None: Calls remain in the queue.
 Busy: Calls are removed from the queue and are provided with Busy treatment. If the
queue is configured with the Call Forwarding Busy or the Voice Messaging service,
then the call is handled accordingly.
 Transfer: Calls are removed from the queue and are transferred to the configured
destination.

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  Night Service (Premium only): Calls are handled according to the Night Service
configuration. If the Night Service action is set to “none”, then this is equivalent to this
policy being set to “none” (that is, calls remain in the queue).
 Ringing (Premium only): Calls are removed from the queue and are provided with
ringing until the caller releases the call. The ringback tone played to the caller is
localized according to the country code of the caller.
 Announcement (Premium only): Calls are removed from the queue and are provided
with an announcement that is played in a loop until the caller releases the call.
 One configurable option is available that constrains triggering the action:
 This policy is performed when all agents are unavailable, and at least [1..1000] agents
have unavailable code [select from existing unavailable codes].
 When this option is enabled and the condition is true, calls are not considered
stranded and the action of the policy is not taken. This option is ignored and if
unavailable codes are not provisioned for the call center.

3.3.3.5 Bounced Policy

This policy handles processing of bounced calls. A bounced call is a call that is being
routed to the agent but for some reason (agent does not answer the call, they change to
unavailable, their device is not registered, and so on) the call is not answered.
Options are configurable to flag a call as a bounced call if the agent fails to answer a call
within the specified amount of time (as determined by the number of rings and the
applicable ring cycle). A bounced call is treated with the highest importance and is placed
ahead of the rest of the non-bounced queued calls in the queue.
An option is available to indicate whether a call should be flagged as a bounced call if the
agent receiving the call changes to the Unavailable state while the call is being presented
to them.
The call can be transferred to a new destination upon being bounced.
The Supervisor client application is also notified and shows a visual indicator that a queue
entry is a bounced call.
An option is configurable to alert an agent if a call is kept on hold by the agent for a
specified duration. In addition, an option is also provided to bounce the call back to the
queue if the call is kept on hold for longer than a specified duration. When the held call
center call is the only call present on the agent’s device, then the Application Server
triggers the hold reminder by sending an INVITE request with an Alert-Info header with the
ring splash cadence.

3.3.3.6 Holiday Service Policy

This policy allows calls to be processed differently during holiday periods.
The Queue policy refers to a particular schedule and allows configuration of a specific
routing action when a call is received during this schedule. The following actions may be
configured:
 None: This is equivalent to not having a holiday schedule. The call is processed as if
it was received during a non-holiday period.
 Busy: The incoming call is provided with Busy treatment. If the queue is configured
with the Call Forwarding Busy or the Voice Messaging service, then the call is
handled accordingly.
 Transfer: The incoming call is transferred to the configured destination.

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  In the case of the busy and transfer actions, the policy can be configured to play an
announcement prior to proceeding with the action. In this case, the announcement is
played once to completion before the action is processed.

3.3.3.7 Night Service Policy

This policy allows calls to be processed differently during non-business hours.
Business hours are defined as a time schedule at the group level. The Queue policy
refers to this and allows the configuration of a specific routing action when a call is
received outside of business hours. By default, an “Every Day, All Day” business hour
schedule is defined for the queue. The following actions can be configured:
 None: This is equivalent to having an “Every Day, All Day” business hour schedule.
 Busy: The incoming call is provided with Busy treatment. If the queue is configured
with the Call Forwarding Busy or the Voice Messaging service, then the call is
handled accordingly.
 Transfer: The incoming call is transferred to the configured destination.
For the busy and transfer actions, the policy can be configured to play an announcement
prior to proceeding with the action. In this case, the announcement is played once to
completion before the action is processed.
This policy allows the supervisor or administrator to override the time schedule and
manually initiate Night Service for the queue. This manual override can be activated by an
administrator on the web portal or by the supervisor using the Cisco BroadWorks
Supervisor client or the phone interface. A specific announcement can be configured for
the Night Service manual override.
Manual Night Service can be used for times when the call center closes earlier than usual
due to a holiday, special event, or an operational problem. The alternate “Manual
Override” Night Service announcement allows the usual announcement to remain
unchanged.

3.3.3.8 Forced Forwarding Policy

This policy allows calls to be temporarily diverted to a configured destination.
This policy can be activated and configured by an administrator on the web portal or by a
supervisor using the Cisco BroadWorks Supervisor client or the phone interface.
 If the option is enabled, then incoming calls to the queue are forwarded to the
configured destination. Calls that are already in the queue remain queued.
The policy can be configured to play an announcement prior to proceeding with the
forward. In this case, the announcement is played once to completion before the action is
processed.

Best Practice

The Forced Forwarding policy is useful in scenarios where there is an emergency or no agents
are available to staff a call center. In such a situation, the administrator or supervisor can
temporarily redirect all new calls to an alternate call center until the situation is resolved.

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 3.3.4 Agent State Management
 The Call Center application is designed to present calls to an available agent from a
list of agents. The agent’s availability is based on a combination of whether they are
joined to the call center, their ACD state, and their line state (off-hook, on-hook, Do
Not Disturb [DND], ringing, and so on), in that specific order.
 Join/Unjoin – The most fundamental agent state is the Join/Unjoin state. An agent
must be “Joined” to a call center to receive calls from the call center.
An agent can join or “unjoin” call centers from the web portal or from the Cisco
BroadWorks Agent client. Administrators can configure whether an agent is allowed
to change their Join status by using the Allow Agents to Join Call Centers option on
the Call Center Profile screen.
 Agent ACD states – Agents in Standard and Premium call centers can set additional
states that apply to call centers to which they are “Joined”.
− Available – Indicates they are available to accept new calls or are on active calls.
− Unavailable and unavailable sub codes – Indicates they are not available to
accept new calls.
− Wrap-up – Indicates they are performing post-call work, such as paperwork.
They may or may not be available to accept calls when in this state.
− Sign-in/Sign-out – Indicates whether the agent is “in the office/out of the office”.
The Sign-in state only means they are present. Calls are not routed to an agent
that is in Sign-in state. Sign-out means they have left for the day.
An agent is considered to be staffing a call center when this agent has been assigned to a
call center, has joined the call center, and is not in the Sign-out state. Agents staffing call
centers may be in different states to indicate their availability to take or place calls.
The following table summarizes when agents receive calls based on their selected states
as well as the status of current phone calls:
User ACD User ACD Phone User’s Call ACD Call Direct Call
Join Status State Status of Waiting
User Setting

Not Joined N/A Off Hook Off Not Offered Not Offered

Joined Sign In N/A N/A Not Offered Offered

Joined Available On Hook N/A Offered Offered

Joined Available Off Hook Off Not Offered Not Offered

Joined Available Off Hook On Not Offered Offered

Joined Available Off Hook On Not Offered Offered

Joined Unavailable Off Hook Off Not Offered Not Offered

Joined Unavailable On Hook N/A Not Offered Offered

Joined Wrap-Up On Hook N/A Not Offered Offered

Joined Wrap-Up Off Hook Off Not Offered Not Offered

Joined Wrap-Up Off Hook On Not Offered Offered

Joined Sign Out On Hook N/A Not Offered Offered

Not Joined N/A Off Hook On Not Offered Offered

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 Best Practice

Activation of Call Waiting is not encouraged for any agents except casual call center agents.

Activation of Do Not Disturb is not encouraged for any agents except those in Basic call centers.
Setting an ACD state of Unavailable is most appropriate for agents in Standard and Premium
call centers.

3.3.5 Call Center Dialed Number Identification Service (DNIS)

Call centers of type Premium have the capability to be associated with multiple DNIS
numbers. DNIS allows a single queue to be used to distribute calls to agents and also to
prioritize these calls so that more important calls are distributed first. DNIS also allows
calls to be tagged so that an agent knows what number the caller called. This allows a
single queue to support multiple companies without the caller knowing that they have been
combined into a larger group.
In addition to the primary number, 63 different phone numbers are assignable to a call
center. These numbers are taken from the inventory of phone numbers of the Application
Server similar to the primary phone number. Some DNIS attributes are configurable at the
queue level while some are configurable according to the DNIS.
The priority is attached to an incoming call based on the DNIS number on which it is
received and to a wait time if the call is transferred from another call center. The calls are
distributed to the agents staffing the queue based on this priority with calls of the highest
priority being exhausted before calls in the next priority group. Cisco BroadWorks
provides the ability to promote calls from a lower priority to a higher priority if the calls have
been waiting long enough. The supervisor can also promote calls using the Cisco
BroadWorks Supervisor client. This prevents the lower priority calls from being stranded
in the queue during periods of high traffic.
All the treatments available to a queue can be customized based on the DNIS number.
This provides more differentiation for the caller and also provides the agent with additional
information such as whispering the DNIS on which the call was received.

Best Practice

Use multiple DNIS numbers with a call center when the Agents and Routing policy apply to all
the DNIS numbers.

For example, when a single pool of agents handles calls for multiple inbound numbers, the
calling party receives custom greetings associated with each DNIS number, and the agent
sees the DNIS number when the call is offered, allowing them to provide the appropriate
greeting.

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 3.3.6 Call Disposition Codes
Disposition codes are an enhancement to the Premium call center. They provide agents
with the possibility to enter disposition codes for a call center call. The purpose of these
codes is to associate a given call center call with a marketing promotion or other elements.
The disposition codes contain two elements: an identification value and a description.
When Call Center – Premium service is authorized, disposition codes can be created at
the enterprise for the enterprise model, at group for service provider model, and at the call
center level for Premium call centers. Premium call centers can also use the enterprise or
group-level codes.
Disposition codes may be entered by the call center agent while the call center call is in
progress or once the call has been finished and the call center agent is in Wrap-up state.
When the agent enters the disposition code while the call is in progress, the agent selects
the call identification as well as the disposition code. The agent may be involved in
several ongoing calls and therefore the call identification is required to ensure that the
entered disposition code is associated with the appropriate call center call.
When the agent enters a disposition code while in Wrap-up state, the agent provides only
the disposition code. The remaining information is retrieved from the Application Server.

Best Practice

Disposition codes can be used to address multiple scenarios, for example, capturing the result of
the call (“Requires Follow-Up”, “Issue Resolved”, “Contacted Sales Rep”), capturing customer
comments (“Angry”, “Happy”, “Called Multiple Times”), or capturing marketing campaign
feedback (“Print Advertisement”, “Web Site”, “Direct Mailing”).

3.3.7 Agent Unavailable Codes

Agent unavailable codes are configurable attributes that are applied when an agent
becomes unavailable. Agents may select a reason for changing their agent (ACD) states
to Unavailable (for example, on lunch, in the bathroom, taking a coffee break or a personal
break). Call center managers can use this data to better understand the performance of
their agents.
Each company may define many agent unavailable codes to track the performance of
agents. These codes are usable by all the queues in the company.
Unavailable codes are also known as Reason Codes or Walk-away codes.
The agent unavailable code creates additional attributes that are applied when a call
center agent goes to the Unavailable state. There are many reasons why agents change
their states to Unavailable. With the new attributes, call center supervisors have more
information to monitor the performance of their agents. The agent unavailable codes
contain two elements: an identification value and a description.

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 3.3.8 Call Center Outbound Calls
Agents can initiate outbound calls while staffing a call center. This option allows the agent
to make a call using a DNIS number configured for their call centers.
Outbound calling campaigns are a common capability in call centers, and can range from
casual outbound dialing by agents to complex predictive dialing, using a central database
for the called numbers and a “dialer” platform that initiates the call and presents it to an
agent when the called party answers.
The Cisco BroadWorks service for outbound call center calls provides the following
functionality:
 Configures a call center DNIS number for outgoing calls
 Includes outbound DNIS number in call detail records (CDRs)
 Presents the outbound DNIS number as the calling line ID (CLID) when the agent
makes an outbound call center call
 Enables feature access codes (FAC) and Cisco BroadWorks Agent client options for
agents to make personal or outbound call center calls
Options are configurable so that the agent can make an outgoing call either as the call
center or as a personal call.
The agent can override the configuration to make a personal call or an outbound call for
any DNIS of an ACD that the agent is staffing.

Best Practice

Outbound calling campaigns can be a complex undertaking, requiring the use of third-party
dialer platforms. Talk to your customer to ensure you understand their requirements, including
whether they want to use a preview, progressive, or predictive dialing process.

3.3.9 Call Processing

Calls received by the call center are received and placed in the queue based on the call’s
priority and the wait time. The wait time of a call in a queue corresponds to the time
elapsed from the moment that the call enters a queue to the moment that the call exits the
queue.
 For a new call coming into the queue, the wait time is not set.
 For a call that is transferred to the queue from another queue within the
group/enterprise or an agent, the wait time accumulated by the call prior to being
transferred is preserved (if the option to preserve the wait time is enabled) and the call
is queued accordingly.
Various actions can be taken to manage a call present in a queue such as reordering a
call to the front of the queue, promoting a lower priority call to a higher priority, transferring
a call, and so on.
In addition, calls are routed to agents staffing the call center as and when they are
available. Calls can be routed to an available agent based on various routing policies.
The following subsections provide more information on queue management and routing
policies.

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 3.3.9.1 Queue Management

3.3.9.1.1 Bounced Calls

If a call offered to an agent is not answered by the agent, the call is returned back to the
queue and is flagged as “bounced”. This call is prioritized ahead of other non-bounced
calls in the queue. A bounced call always remains at the top of the queue. If there are
multiple bounced calls in the queue, then they are prioritized based on the original time at
which the call was offered to an agent. The bounced call flag is only relevant within the
queue in which the call has bounced. If the bounced call is transferred to another queue,
then the flag is cleared and the call is prioritized as a regular call.

3.3.9.1.2 Reordering Calls

Calls present in a call center queue, can be reordered by the supervisor. Reordering can
be performed only on calls at the highest priority. Calls in lower priority buckets cannot be
reordered. This is to ensure accurate promotion of calls to the next priority.

3.3.9.1.3 Transferring Calls

Calls can be transferred from one call center to another. The supervisor can transfer a call
using the Cisco BroadWorks Supervisor client.

3.3.9.1.4 Promoting Calls

To avoid lower priority calls from being stranded, options are available to promote lower
priority calls present in the queue for a long duration to higher priority.

3.3.9.1.5 Offering Calls to Agent

A queued call is offered to an agent upon one of the following triggers:
 Upon entry in the queue, at least one agent is available to answer the call. In this
case, the queued call is offered to an available agent according to the Call Distribution
policy configured for that queue.
 An agent becomes available to handle a new call and the queued call is prioritized as
the next call to be offered. In this case, the call is first offered to the agent who
becomes available. If the call bounces or the agent becomes unavailable again
before the call can be offered, then the call is offered according to the Call Distribution
policy configured for that queue.

NOTE: For the calls to be delivered to agents per queue management policies, the agents must
be joined to the call center. For details, see section 3.3.4 Agent State Management.

3.3.9.2 Routing Policies

3.3.9.2.1 Priority Routing

This activity introduces a policy that allows the determination of which call is to be
delivered in priority when an agent becomes available.
The Priority Routing policy has two settings:
 Longest Waiting Priority: If this setting is selected, then the wait times of the next
call in line from each queue that the agent is staffing are compared. The longest
waiting call is selected and delivered to the agent.

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  Fixed Queue Priority: If this setting is selected, then a list of precedence is
configured among the queues of the group/enterprise. The call from the highest
precedence queue that the agent is staffing is selected and delivered to the agent.
For both settings, bounced calls always have priority over non-bounced calls. If there is
more than one bounced call, then they are prioritized based on the original time at which
the call was offered to an agent.
This ensures that in a scenario in which an agent is staffing more than one queue and
becomes available to take a new call, all queues do not trigger and attempt to “de-queue”
and send a call to the agent at the same time.
This policy is configured at the group/enterprise level.

3.3.9.2.2 Skill-Based Routing

In Premium call centers, skill-based routing may be provisioned at the call center level.
Agents in these call centers are assigned a skill level (1-20, with 1 the highest) to indicate
their ability to handle calls in that call center.
If one or more call centers in a group/enterprise is skill-based, the routing policy for the
group/enterprise is also said to be “skill-based”. In this case, call centers that are not
explicitly defined as skill-based are considered to have all assigned agents at skill level 1
(the highest). Therefore, if an agent belongs to both skill-based and non-skill-based
queues, his skill level is assumed to be 1 (highest) in the non-skill-based queues.
Like priority-based queues, if calls are queued on multiple call centers and an agent
becomes available, bounced calls take precedence. If no bounced calls are queued, the
agent’s skill level in each queue is examined; a call from the queue where the agent is
most skilled is delivered. If the agent is equally skilled in more than one call center, the
priority routing policy is applied. For more information, see section 3.3.9.2.1 Priority
Routing.

3.3.9.2.3 Routing Policy Use Cases

Following are some use cases that clarify how calls from two queues are presented to an
available agent staffing both queues.
Use case 1 – Priority Routing – Precedence
Two agents are staffing two queues of a group/enterprise:
 Technical support
 Customer service
The customer service is configured with the highest precedence and both queues have a
single call waiting to be handled by an agent. The call in the technical support queue has
been waiting the longest.
The first agent frees up and becomes available to take a new call. Because the customer
service queue has the highest precedence, the call from that queue is delivered to the
agent.
The second agent frees up and becomes available to take a new call. The customer
service queue is empty, so the call from the technical support queue is delivered to the
agent.

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 Use case 2 – Priority Routing – Longest Waiting Time
Two agents are staffing two queues of a group/enterprise:
 Technical support
 Customer service
Both queues have a single call waiting to be handled by an agent and the call in the
technical support queue has been waiting the longest.
The first agent frees up and becomes available to take a new call. Because the call from
the technical support queue has been waiting the longest, the call from that queue is
delivered to the agent.
The second agent frees up and becomes available to take a new call. The technical
support queue is empty and the call from the customer service queue is delivered to the
agent.
Use case 3 – Priority Routing – Bounced Calls
Two agents are staffing two queues of a group/enterprise:
 Technical support
 Customer service
Both queues have a single call waiting to be handled by an agent and the call in the
technical support queue has been waiting the longest. However, the call in the customer
service queue was offered once to an agent and then bounced back to the queue.
The first agent frees up and becomes available to take a new call. Because the call from
the customer service queue was offered to an agent and bounced already, the call from
that queue is delivered to the agent.
Use case 4 – Mix of Skill-based and Priority-based Routing
An agent is staffing two queues of a group/enterprise:
 Technical support – Skill-based
 Customer service – Priority-based
The agent’s skill level in technical support is 5.
The agent is on a call. Calls are queued on both call centers.
The agent frees up and becomes available to take a new call. Because an agent’s implied
skill level is 1 for priority-based queues, the call from customer service is delivered to the
agent.

3.4 Call Center Agent

Agents are Cisco BroadWorks users who have been assigned to Cisco BroadWorks Call
Centers. A Call Center User service is assigned to a Cisco BroadWorks user to enable
them to be assigned to a call center and receive/make calls associated with the call
center.
There are three types of call center user licenses – Basic, Standard, and Premium.
 An agent assigned the Call Center – Basic license can only be assigned to a call
center of type Basic.
 An agent assigned the Call Center – Standard license can be assigned to call centers
of type Basic and Standard.

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  An agent assigned the Call Center – Premium license can be assigned to all types of
call centers.
Call center agents must also have an underlying feature license/service pack (Standard
Enterprise, Premium Enterprise, and so on) for their voice services.
The Agent functionality can be split into three main types: call control functions, agent
availability functions, and call tagging functions.
The following list provides more detail.
 Call control functions – These are the functions for answering, initiating, or
managing calls. They include the ability to answer/auto answer, hold, transfer,
conference, dial, initiate customer originated trace (COT), and escalate calls to
supervisors.
− Answer/Auto Answer – Inbound calls and outbound click-to-dial calls alert the
agent’s device. They can answer the call using the phone, the Cisco
BroadWorks Agent client, or the call can be automatically answered, meaning
their device goes off-hook automatically after alerting.
− Hold – Active calls can be placed on hold. The calling party hears the group
Music On Hold (not the Call Center Music On Hold), if configured.
− Transfer – Calls can be transferred to other individuals or to alternate call
centers. The transfers can be either consultative or blind.
− Conference – Agents can bridge additional parties into active calls using either a
consultative or blind conference method.
− Dial – Agents can initiate outbound calls using their phone, their Cisco
BroadWorks Agent client using Click To Dial from the online directories, or the
Dial button. Outbound call center calls can be initiated from their phone, using an
FAC, or from the Cisco BroadWorks Agent client, using drop-down menus.
− Customer Originated Trace (COT) – Agents can initiate a call trace on an active
call or previous call using a button on the Cisco BroadWorks Agent client.
− Escalate calls to supervisors – Agents can escalate a call to their supervisors
using a button on the Cisco BroadWorks Agent client. This places the original
calling party on hold while calling the supervisor. The call can be made to a
selected supervisor or Cisco BroadWorks can automatically select an available
supervisor based on the supervisor’s line and DND status.
− Emergency escalation of calls to supervisors – Agents can escalate a call to
their supervisors using the Emergency Escalation button on the Cisco
BroadWorks Agent client. This initiates an immediate bridging of the original
calling party, the agent, and the supervisor in a conference. The call can be
made to a selected supervisor or Cisco BroadWorks can automatically select an
available supervisor based on the supervisor’s line and DND status.
− Other Cisco BroadWorks Call Control services are available, such as Call Park
and Camp on.
 Agent Availability functions – These are functions used by the agent to manage
their availability to receive inbound calls from the call centers. They include
Join/“Unjoin”, Sign-in, Sign-out, Available, Unavailable, Unavailable codes, and Wrap-
up.
 Join/Unjoin Agent ACD States – Agents in Standard and Premium call centers can
set additional states that apply to call centers to which they are “Joined”.

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  Available – Indicates they are available to accept new calls or are on active calls.
− Unavailable and unavailable codes – Indicates they are not available to accept
new calls.
− Wrap-up – Indicates they are performing post-call work, such as paperwork.
They may or may not be available to accept calls when in this state.
 Call tagging functions – This is the agent’s ability to tag call center calls with a
disposition code, either during or immediately after a call is completed. The
disposition code is a custom tag created by the enterprise customer.
Agents also have access to real-time metrics (see section 3.6 Agent Dashboard) as well
as real-time and historical reports about themselves. For more information on real-time
and historical reports, see section 3.8 Reporting.

3.5 Call Center Supervisor

Supervisors are Cisco BroadWorks users who are responsible for call centers and agents
who service those call centers. They can (optionally) act as agents as well. Each
supervisor may be assigned the Cisco BroadWorks Supervisor client that provides the
necessary capabilities to perform the supervisor role.
The Supervisor functionality can be divided into three main types: queue profile
management functions, queue monitoring functions, and agent monitoring functions.
The following list provides more detail:
 Queue Profile Management functions – These are the functions for managing the
profile of a queue, for example, modifying policy settings, enabling the Night Service
override mode, enabling forced forwarding, or managing agent assignments.
 Queue Monitoring functions – These are the functions for monitoring queues.
− Retrieve a Call – Supervisors can choose to retrieve calls from the queue and
answer the calls themselves. This effectively transfers the call out of the queue to
the supervisor.
− Transfer a Call – A call can be transferred from one call center queue to the
other by the supervisor. In scenarios in which a particular call center is swamped
with calls and calls coming into the queue are not serviced effectively, the
supervisor can transfer calls from the busy call center to another call center or any
other destination to ensure calls are serviced in an effective manner.
− Promote a Call – The supervisor has the ability to promote a lower priority call to
a higher priority. For example, the supervisor may recognize a caller within the
number and may promote the call to a higher priority to ensure the call is
answered more quickly. For more information related to call priorities in a queue,
see section 3.3.5 Call Center Dialed Number Identification Service (DNIS).
− Reorder a Call – The supervisor has the ability to reorder calls in a queue. Calls
toward the end of the queue can be moved to the front of the queue and vice
versa. This is useful in scenarios in which an important call is received by a call
center and is placed at the very end of the queue. The supervisor can make a
decision to move this important call to the front of the queue so that the call is
serviced more quickly.

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 − Monitor Next Call – The supervisor can monitor the next call received by a call
center or a particular DNIS in a call center. When the next call is received by the
call center or DNIS, the supervisor is connected to the call in a silent monitoring
mode and the supervisor remains connected when the call is offered and
answered by an agent.
 Agent Monitoring functions – These are the functions for monitoring agents.
− Barge-in – Supervisors may barge in to calls being handled by agents they are
monitoring. An optional tone allows agents to recognize when the supervisor has
barged in.
− Silent Monitoring – Supervisors may listen into calls being handled by agents
they are monitoring. An optional tone allows agents to recognize that they are
being monitored. Agents must have the Call Center – Premium license assigned.
At any time during the call, the supervisor may escalate to a full barge-in.
Supervisors also have access to real-time metrics (see section 3.7 Supervisor Dashboard)
as well as real-time and historical reports (see section 3.8 Reporting) regarding the agents
and queues that they supervise.

3.6 Agent Dashboard

The Agent Dashboard is used by an agent to view real-time status of their assigned
queues. It displays the name of each assigned queue as well as the number of agents
currently staffing each queue. In addition, the following statistics information is provided
via the Agent Dashboard pane for each assigned queue:
– Current number of calls in queue
– Longest wait time
– Expected wait time
– Average handling time
– Average speed of answer
Warning thresholds can be provisioned for each of the above items. When a “Yellow” or
“Red” threshold value is crossed, the Agent Dashboard provides a color-coded indication
of the crossing. For more information about provisioning these queue thresholds, see
7.6.1 Create Agent Threshold Profiles (optional).
For more information regarding these performance indicators, see the Cisco BroadWorks
Hosted Thin Call Center Agent/Supervisor User Guide [8].

3.7 Supervisor Dashboard

The Supervisor Dashboard is used by the supervisor to view the real-time status and
performance of agents and queues they are supervising.
The following information is provided via the Dashboard feature of the Cisco BroadWorks
Supervisor client.
 Queue
− Current number of calls in queue
− Longest wait time
− Expected wait time
− Average handling time

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 − Average speed of answer
− Number of agents staffing the queue
− Number of agents idle
− Number of agents unavailable
 Agent
− Sign-in time and duration
− Agent state and duration
− Call state and duration
− Average busy time on ACD calls
− Average busy time on outbound ACD calls
− Average wrap-up time
Additionally, warning thresholds can be provisioned for the following items:
 Queue
− Current number of calls in queue
− Longest wait time
− Expected wait time
− Average handling time
− Average speed of answer
 Agent
− Agent unavailable time
− Call state idle time
− Call state on-call time
− Average busy time on ACD calls
− Average busy time on outbound ACD calls
− Average wrap-up time
When a “Yellow” or “Red” threshold value is crossed, the Supervisor Dashboard provides
a color-coded indication of the crossing. For more information about provisioning these
queue thresholds, see section 7.4.6.6 Configure Call Center Thresholds.
For more information regarding these performance indicators, see the Cisco BroadWorks
Hosted Thin Call Center Agent/Supervisor User Guide [8].

3.8 Reporting
Agents, supervisors, and administrators use reports to obtain the key performance
indicators of agents and call centers.
The key characteristics of reporting are described in this section.

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  Support for historical and real-time reports:
− Real-time reports can provide performance data up to the current time. In these
cases, the user selects the start time of the interval and optionally provides the
end time of the interval. When not provided, the end time is assumed to be the
current time (that is, the time at which the report request is executed).
− Historical reports provide data up to a specified time that occurs in the past. In
these cases, the user must select the start time and the end time of the report
time interval.
 Variety of sampling periods – Some reports allow the data to be summarized by
sampling periods to allow the agent or supervisor to identify trends in the agent or
queue activity. The following sampling periods are supported:
− 15 minute
− 30 minute
− 60 minute
− Daily
− Weekly
− Monthly
 On-demand and scheduled execution – Reports can be requested on demand or they
can be scheduled for a one-time or recurring execution.
− On-demand reports are initiated by agents or supervisors using the Cisco
BroadWorks Agent or Cisco BroadWorks Supervisor client. For more information
regarding the client application and the report generation interface, see the Cisco
BroadWorks Hosted Thin Call Center Agent/Supervisor User Guide [8].
− Scheduled reports are initiated by agents or supervisors using the Cisco
BroadWorks Agent or Cisco BroadWorks Supervisor client or by administrator
using the web portal. These reports are initiated for one-time or recurring
execution and they are delivered to up to nine e-mail recipients.
− The user configures the date and time at which the report is to be executed or for
recurring schedules, indicates the start date and the time of day at which the
report is to be executed. The following lists the allowed recurring patterns:
− Daily
− Weekly
− Monthly
− Yearly
− For scheduled reports, the report time frame is always relative to the time at which
the report is scheduled to be run. The following time frames can be specified:
− Previous hour or last n hours
− Previous day or last n days
− Previous week or last n weeks
− Previous month or last n month
− Previous year or last n years

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  Canned and custom reports – In addition to a complete set of canned reports (see
section 3.8.1 Canned Reports), the Call Center solution provides customization
capabilities. Customization is achieved in one of the following ways:
− The headers and footers of reports may be branded allowing the system provider
and/or each enterprise using the enhanced reports to include their own logos
and/or copyright notices. For information on this process, see section 8
Customization of Report Header and Footer.
− A new report can be created and uploaded to Cisco BroadWorks. There are two
typical uses of the custom report capability:
− A brand new report can be created with its own contents and presentation.
− An existing report can be customized (for example, renaming some of the labels).
 External interfaces – Call Center solution provides the following interfaces to the
reporting database:
− Database views – Database views allow integration with other reporting tools
such as Crystal Reports.
− Call Center Public Reporting Interface (CCPRI) – This interface allows integration
with third-party client applications. This interface is also used by the Cisco
BroadWorks Call Center client.
− Computer Telephony Integration (CTI) Interface – The Computer Telephony
Integration (CTI) interface can be used by third-party reporting solutions to receive
call events, agent events, and call center events. For more information on the
CTI interface, see the Cisco BroadWorks CTI Interface Specification.

3.8.1 Canned Reports

The following table summarizes the list of canned reports that can be run by agents and/or
supervisors.
For information regarding each canned report, see the Cisco BroadWorks Call Center
Reports Guide [14].
Report Name Report Type Scope Summary

Agent Activity Detail Report Historical Agents and This provides details about an
Supervisors agent(s) ACD state changes,
disposition code usage, and
calls.

Agent Call Detail Report Historical Agents and This is a detailed list of all calls
Supervisors made or received by the agent.

Agent Call Report Real-Time Agents and This allows you to view what
Supervisors types of calls were received or
made by an agent (ACD,
inbound, outbound, and so on).

Agent Calls by Skill Report Real-Time Agents and This provides a view of how
Supervisors many ACD calls were received
per skill level by one or more
agents.

Agent Duration Report Real-Time Agents and This allows you to view how
Supervisors long an agent spends on
different types of calls. This
shows the total duration during
the time period.

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 Report Name Report Type Scope Summary

Agent Duration by Skill Report Real-Time Agents and This captures the time agent(s)
Supervisors have spent on ACD calls
answered at each skill level.

Agent Activity Report Real-Time Agents and This allows you to view how
Supervisors agents used their time. It
shows how much time they
spend in different line/ACD
states.

Agent Sign-In Sign-Out Report Historical Agents and These are time-stamped
Supervisors entries to reflect working time.

Agent Summary Report Historical Supervisors This allows you to view and
compare agent performance.
They report on average
durations and maximum
durations during the time
period.

Agent Unavailability Report Historical Supervisors This allows you to monitor an

agent’s “non-working” time.

Agent Disposition Code Report Historical Supervisors This allows you to monitor an
agent’s use of disposition
codes.

Call Center Call Detail Report Historical Supervisors This contains a detailed list of
all calls handled by the call
center.

Call Center Incoming Calls Real-Time Supervisors This allows you to view what is
Report happening to calls that arrive at
the call center, for example,
are they being deflected, are
they arriving due to overflow?

Call Center Report Real-Time Supervisors This allows you to view what is
(Real-Time) happening to calls that enter
Call Center Presented Calls the queue, for example, how
Report many were received,
abandoned, escaped, and so
on.

Abandoned Call Report Real-Time Supervisors This allows you to view the
number of calls queued and
abandoned. Then you can
adjust staffing to create the
proper balance.

Call Center Summary Report Historical Supervisors This allows you to monitor the
trends for queued calls, for
example, the average wait
time, average speed of answer,
average abandonment.

Service Level Report Historical Supervisors This allows you to monitor the
compliance with service levels
(up to five). Then you can
adjust staffing to meet contract
obligations and customer
satisfaction.

Call Center Disposition Code Historical Supervisors This allows you to monitor the
Report use of disposition codes for
calls handled from a call
center.

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 Report Name Report Type Scope Summary

Call Center Overflow Matrix Historical Supervisors This allows you to monitor
whether calls are overflowing
according to expectations.
Then you can adjust staffing to
create proper balance.

3.8.2 Database Views

Read-only database views are provided to allow integration with other reporting tools such
as Crystal Reports.
The database views expose the same statistics as the data templates, which are used for
the creation of custom report templates. For more information, see the Cisco BroadWorks
Call Center Reports Customization Guide.
Database views are versioned and supported for two major releases. Schema changes
introduced in a release are reflected in the corresponding database view version.

3.8.3 Call Center Public Reporting Interface

The Public Reporting Interface provides the following functionality:
 Retrieves the list of report templates that can be used to run or schedule reports.
 Lists input parameters for a report, that is the input parameters associated with a
given report template. Each input parameter along with its given name and type is
clearly identified as being mandatory or optional.
 Processes on-demand report request.
 Provides a mechanism for viewing, creating, modifying, and deleting scheduled
reports.

3.9 Device Integration

Any type of device can be associated with a call center agent or supervisor; however,
many features supported by the Cisco BroadWorks Call Center solution require the use of
SIP phones to fully leverage the functionality.

3.9.1 Agent
Calls can be delivered and distributed to any device associated with an agent in a call
center, including analog phones, mobile phones, soft phones, and IP phones.
Agents supporting more sophisticated call center environments are best served using a
SIP-based device with Advanced Call Control (ACC) and Device Key Synchronization
(DKS) support. To determine whether a device supports ACC or DKS, refer to the
relevant Partner Configuration Guide.
Extensions required by the agent can be split into two categories:
 SIP Protocol extensions
 FAC extensions

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 3.9.1.1 SIP Protocol Extensions
SIP Extension Description Functional Summary

Hoteling Event Package Interface needed by the SIP phone, The Hoteling Host service is
which supports the x-broadworks- integrated with the Cisco
hoteling event package. BroadWorks Call Center solution to
provide “hot desking” for call center
agents.

Service Control URI for Emergency The SIP phone should send the URI During an ACD call, the call center
Escalation emergency-escalation@as-address agent presses a key to perform an
in the INFO. emergency escalation to a
The supervisor parameter indicates supervisor.
the specific supervisor to whom the The media session with the caller is
call needs to be escalated. This is not interrupted and the Application
optional. If the service is invoked in- Server invites the supervisor to
dialog and the parameter is not barge in to the call.
specified, then the Application
Server selects any available
supervisor and proceeds with the
emergency escalation request.

Service Control URI for Customer The SIP phone should send the URI During a call, the call center agent
Originated Trace customer-originated-trace@as- presses a key and triggers a
address in an INFO/INVITE. customer originated trace on the
Application Server.
The media session with the caller is
not interrupted.

Service Control URI for Disposition The SIP phone should send the URI During or after an ACD call, the call
Codes cc-disposition-code@as-address in center agent presses a key and
an INFO/INVITE. enters a disposition code using the
The code is the URI parameter that numeric keypad.
indicates the disposition code to be When invoked during an ACD call,
applied to the current ACD call or the media session with the caller is
the last ACD call if the call center not interrupted.
agent is still in the Wrap-up ACD
state.

Network-Initiated Hold Reminder The Application Server triggers the The call center agent may handle
hold reminder by sending an INVITE multiple calls at once, in which case
request with an Alert-Info header incoming ACD calls may be placed
on hold. If an ACD call remains on
hold and the call center agent is not
busy on other calls, then the
Application Server sends a hold
reminder to the SIP phone.

AS-Feature-Event Package Private The phone user must have a SIP The call center agent uses a key on
Data Extension phone that supports the as-feature- the SIP phone to set the ACD state.
event package. If the ACD state is set to
When the ACD status is changed “unavailable”, then the call center
through the web portal or a client agent enters an unavailability code.
application, Cisco BroadWorks
sends a NOTIFY request with
message body to the SIP phone to
indicate the ACD status change. In
addition, the call center agent can
initiate a status change from the SIP
phone by using soft keys. In this
case, the SIP phone sends a
SUBSCRIBE request with message
body.

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 SIP Extension Description Functional Summary

Call Center MIME Type Cisco BroadWorks sends additional The call center agent receives an
ACD call information related to the ACD call and the display of the SIP
ACD call when an ACD call is sent phone indicates the key indicators
to the agent. The information is received from the Application
displayed to the call center agent on Server.
the SIP phone and can include the
wait time, call center user ID, call
center name, number of calls in
queue, and longest wait time.
The ACD call information is included
in the initial INVITE request in a
body of type application/x-
broadworks-call-center, containing
an extensible markup language
(xml) message.

Call Center Status Event Package The phone user must have a SIP Call center agents use SIP phones
phone that supports the x- to handle call from call centers. The
broadworks-call-center event status of these call centers is sent to
package. the SIP phones to allow the agents
to modify their call handling
behavior as the level of calls in the
call centers go up and down.

3.9.1.2 FAC Extensions

Extension Default Feature Access Code Description

Place a call as a call center. #80 An agent can place an outgoing call
as the call center.

Place a personal call. #81 An agent can place an outgoing

personal call.
Place a call to a supervisor. #83 An agent can escalate the call to the
supervisor using this FAC code.

Place a customer originated trace. *57 An agent can request a customer

originated trace for the last call
received.

3.9.2 Supervisor

3.9.2.1 Supervisor-specific Speed Dial Extensions

 Monitor an Agent – The phone uses an FAC that can be mapped to a speed dial key
on the customer premises equipment (CPE) to perform this function.
 Monitor Next Call of an Agent/Call Center – The phone uses an FAC that can be
mapped to speed dial key on the CPE to perform this function.
 Barge-In to a Call – The phone uses an FAC that can be mapped to a speed dial key
on the CPE to perform this function.
 Activate/Deactivate Night Service Manual Override – The phone uses an FAC that
can be mapped to a speed dial key on the CPE to perform this function.
 Activate/Deactivate Forced Forwarding of Calls – The phone uses an FAC that can be
mapped to a speed dial key on the CPE to perform this function.

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 3.9.2.2 Feature Access Code Summary
Feature access codes (FAC) can be used by phones that do not provide support for SIP
extensions.
Extension Default Feature Access Code Description

Monitor an Agent #82 Supervisor can silently monitor a

call that is active with an agent.

Monitor Next Call #84 Supervisor can silently monitor the

next call that is presented to an
agent.

Barge-In to a Call *33 Supervisor can barge in on a call

that is active with an agent.

Activate Night Service Manual #70 Supervisor can manually activate

Override Night Service treatment.

Deactivate Night Service Manual #71 Supervisor can manually deactivate

Override Night Service treatment.

Activate Forced Forwarding #72 Supervisor can manually activate

Forced Forwarding treatment.

Deactivate Forced Forwarding #73 Supervisor can manually deactivate

Forced Forwarding treatment.

3.10 Extension Mobility

An important element of the Cisco BroadWorks Call Center solution is the flexibility for an
agent to receive calls regardless of their location. This is generally referred to as
Extension Mobility, and includes some standard features such as shared workstations,
and more innovative features such as Remote Office and BroadWorks Anywhere.

3.10.1 Shared Workstation with Hoteling

Shared workstations are a common setup in around-the-clock call centers, where users on
different shifts share a single computer and phone. The Cisco BroadWorks Call Center
solution supports a single login by agents, using either the Cisco BroadWorks Agent client,
web portal, voice portal, or phone to associate themselves with the shared device and
begin to perform their role.
The function is accomplished using the Cisco BroadWorks Hoteling Host/Guest service
has been enhanced to extend the methods by which an agent (Hoteling Guest) can
associate with a shared device (Hoteling Host).
The hoteling event package provides a mechanism for the host device to synchronize with
the Application Server when the host device’s association status is modified. It also allows
the agent to use keys on a SIP phone as an alternative to using the Cisco BroadWorks
Voice Portal.
The synchronization protocol is based on the SIP-events framework. To use this
capability, the phone user must have a SIP phone that supports the x-broadworks-hoteling
event package.
There are a few different use cases for associating the call center agent with the device;
however, in each case they sign in using their user ID and password, after which the
device acts as the agent’s primary device, which means that it receives inbound calls and
supports outbound calls according to the agent’s user profile.

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 3.10.1.1 Configure Hoteling Host
In all cases, the device at the shared workstation must be configured as a Hoteling Host
device in Cisco BroadWorks. This is accomplished using the Cisco BroadWorks Web
Portal or the Voice Portal.
The following figure illustrates the enabling of a host using the web portal.

Figure 4 Hoteling Host Configuration

3.10.1.2 Configure Hoteling Guest using Phone

To log in, the phone either provides a sign-in screen (based on phone implementation) for
the agent to enter their ID and password or the agent can dial into the Cisco BroadWorks
Voice Portal and follow dual-tone multi-frequency (DTMF) prompts to associate
themselves with a Hoteling Host device.
Information from the phone sign-in screen is sent to Cisco BroadWorks, which associates
the phone with the agent. If the Logout button on the phone is pressed, the phone is
disassociated from the agent.
Using the voice portal, the agent can select the appropriate DTMF options to associate
themselves with the phone. Referring to the following figure, an agent would dial into the
voice portal, press 1 to access the Hoteling options, and press 9 to associate with the host
device.
The agent can disassociate themselves from the host using a key on the phone (based on
phone implementation) or via the voice portal.

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 Figure 5 Hoteling Host/Guest via Voice Portal (DTMF Digits May Vary)

3.10.1.3 Configure Hoteling Guest using Cisco BroadWorks Web Portal

To log in, the agent accesses the Cisco BroadWorks Web Portal and associates
themselves with the host device using the Hoteling Guest service. The agent can select to
associate with any configured Hoteling Host within the enterprise or group, depending on
the scope selected by the host.
The agent can disassociate themselves from the host using a configured time-out period
or manually using the web portal or phone.

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 Figure 6 Hoteling Guest Configuration

3.10.1.4 Configure Hoteling Guest using Cisco BroadWorks Agent client

The agent signs in using the Cisco BroadWorks Agent client, following the usual process.
The client provides a Hotel Host option on the sign-in screen. In most cases, the
configured host address does not change since the device and computer are always
located at the same workspace.
The agent can disassociate themselves from the phone by signing out of the client.
For more information regarding the Cisco BroadWorks Agent client and the Hotel Host
option, see the Cisco BroadWorks Hosted Thin Call Center Agent/Supervisor User Guide
[8].

3.10.2 BroadWorks Anywhere

The BroadWorks Anywhere service is typically used to allow a Cisco BroadWorks
subscriber to associate a mobile device with their user profile. The benefit of BroadWorks
Anywhere is that both inbound and outbound calls from a subscriber can be routed
through Cisco BroadWorks. This provides significant value in a call center environment,
since an agent’s line state and availability is visible on Cisco BroadWorks, even when they
are on a call using their mobile device, which often operates on a different carrier’s
network.
 Inbound calls to a call center are not routed to an agent who is active on a call using
their BroadWorks Anywhere-enabled mobile device.
 Outbound calls by an agent reflect the CLID of the call center or the user’s Cisco
BroadWorks CLID, and the user’s line state is visible to Cisco BroadWorks.
 Call Center Reports correctly reflect the call activity of an agent, even though they
receive a call using their BroadWorks Anywhere-enabled mobile device.

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 When activated, all inbound calls ring the BroadWorks Anywhere device as well as an
agent’s primary desk phone (if one is configured). Outbound calls are initiated through the
BroadWorks Anywhere portal.
Configuration and activation of the BroadWorks Anywhere service can be accomplished
using the Cisco BroadWorks web portal.

3.10.3 BroadWorks Remote Office

The BroadWorks Remote Office service is typically used to allow a Cisco BroadWorks
subscriber to associate some alternate device with their user profile, on a temporary basis.
For example, a user can configure their home phone as a Remote Office device, which
results in all incoming calls to their Cisco BroadWorks number being routed to their home
phone. This feature does not have to use a temporary location. It can also be used with
devices that are the primary device of the user.
As with the BroadWorks Anywhere service, the call state is maintained within Cisco
BroadWorks, and as a result, the same benefits apply.
For outbound calls, the user uses the Cisco BroadWorks Agent client to initiate the call.
This acts as a Click To Dial service, so that when they dial the destination number, Cisco
BroadWorks initially calls back their remote office number and then alerts the dialed
destination.

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 4 System Requirements

The following figure shows the network elements and applications that are required for the
Call Center solution and the interfaces between each element and application.
Some of the components that are only required for Enhanced Reporting are highlighted in
the figure.
For a complete description of server port configuration, see the Cisco BroadWorks Server
Security Guide [7].

Figure 7 Network Elements, Applications Required for Call Center Solution, and Interfaces

The network elements and applications required for the Receptionist solution are similar,
except that Enhanced Reporting components are not applicable.

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 Figure 8 Network Elements, Applications Required for Receptionist Solution

 Database Server – The Database Server provides redundant and centralized data
storage for Cisco BroadWorks applications. Specifically, the Enhanced Call Center
Reporting datastore (BWECCR schema) contains the data that is required for the
generation of reports.
 Profile Server – The Profile Server provides the file repository function of Cisco
BroadWorks and it also hosts the applications that access the centralized database.
The following applications are deployed on the Profile Server in the context of Call
Center Reporting:
− CCReportingDBManagement application – This application manages the
Enhanced Call Center Reporting datastore (BWECCR schema) on the Database
Server. The BWECCR schema is created when the application is deployed on
the Profile Server. The application is patched through the standard patching
process for Cisco BroadWorks applications. Any required database patch is
applied through a patch on this application.
− CCReporting web application – This web application implements the reporting
engine, which retrieves data from the centralized database and generates the
report.

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 − CCReportingRepository web application – This web application provides a file
repository interface that is used for storing or retrieving the reporting templates,
which are required for the generation of reports. The interface is also used to
store generated reports for audit purposes.
 Xtended Services Platform (Xsp) – The Xtended Services Platform resides in the
demilitarized zone (DMZ) and hosts the following web applications:
− CommPilot web application – This web application provides the CommPilot web
portal for the Cisco BroadWorks Application Server. It can be used to launch the
Cisco BroadWorks Call Center and Receptionist clients.
− PublicReporting web application – This web application provides a public
interface for Call Center Reporting. It is responsible for authentication and scopes
control of users using the interface.
− BWCallCenter web application – This web application has two components:
− A client JavaScript component that is downloaded and run in a browser when the
web application is first accessed. This provides the graphical user interface (GUI)
and client-side functionality.
− A server component that provides the back-end logic for the Cisco BroadWorks
Agent and Cisco BroadWorks Supervisor clients. The client component
communicates to the server component using the Google Widget Toolkit (GWT)
Remote Procedure Call (RPC) Protocol. This is a Remote Procedure Protocol
over HTTP(S). For more information regarding this web application, see the
Cisco BroadWorks Hosted Thin Call Center Agent/Supervisor Configuration and
Administration Guide [12].
− BWReceptionist web application – This web application has two components:
− A client JavaScript component that is downloaded and run in a browser when the
web application is first accessed. This provides the GUI and client-side
functionality.
− A server component that provides the back-end logic for the Cisco BroadWorks
Receptionist client. The client component communicates to the server
component using the Google Widget Toolkit (GWT) Remote Procedure Call
(RPC) Protocol. This is a Remote Procedure Protocol over HTTP(S). For more
information regarding this web application, see the Cisco BroadWorks Hosted
Thin Receptionist Configuration and Administration Guide [12].
 Application Server – The Application Server processes the calls made or received
by call centers and agents and populates the centralized database with the call center
statistics. The Application Server also manages the reporting.
 Network Server – The Network Server provides the location application programming
interface (API). It is used by the Call Center Public Reporting interface web
application to locate the appropriate Application Server node for the user using the
interface.

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 4.1 Prerequisites
Servers:
This solution requires the following Cisco BroadWorks network elements and applications.

NOTE: Enhanced Reporting requires the use of the Cisco BroadWorks Agent or Cisco
BroadWorks Supervisor client.

 Application Server (AS)

 Xtended Services Platform Server (Xsp)
− BWCallCenter web application
(only required for Cisco BroadWorks Agent or Cisco BroadWorks Supervisor
clients)
− BWReceptionist web application
(only required for Cisco BroadWorks Receptionist client)
− PublicReporting web application
(only required for Enhanced Reporting)
− CommPilot web application
 Profile Server (PS)
(only required for Enhanced Reporting)
− CCReporting web application
− CCReportingDBManagement application
− CCReportingRepository web application
 Database Server (DBS)
(only required for Enhanced Reporting)
Clients – This solution offers both the Cisco BroadWorks Call Center and Cisco
BroadWorks Receptionist clients. The clients are deployed via the Cisco BroadWorks
applications listed above.
Phones/customer premise equipment – This solution works with any customer
premises equipment (CPE). However, a device with Advanced Call Control (ACC) and
Device Key Synchronization (DKS) support is preferred. To determine whether the device
supports ACC or DKS, consult the relevant Partner Configuration Guide.
Network architecture – Call Center is supported in all network architectures. For more
information, contact your Cisco/BroadSoft representative.

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 4.2 Licensing
The licenses in the following subsections are required or recommended to deploy the Call
Center solution as described in this document.

4.2.1 Licenses for Agents

These are the licenses for subscribers/users acting in an agent capacity. If the agent is
also a supervisor, see section 4.2.2 Licenses for Supervisors.

4.2.1.1 Required
The following user licenses are required for agents to perform the functions defined in the
solution:
 Call Center License – All agents are required to have one of the three levels of call
center licenses to perform the role:
− Call Center – Basic (user license) – This provides the user assigned with the
ability to join a Basic call center.
− Call Center – Standard (user license) – This provides the user assigned with the
ability to join a Standard or Basic call center.
− Call Center – Premium (user license) – This provides the user assigned with the
ability to join a Basic, Standard, or Premium call center.
 Call Transfer – This is required for transferring calls into queues, to other agents, or to
supervisors.
 Three-Way/N-Way Call – This is required for escalating or performing an emergency
call to a supervisor as well as other common agent tasks.

4.2.1.2 Optional
The following user licenses are optional for agents to perform the functions defined in the
solution:
 Cisco BroadWorks Agent (user license) – This provides the user assigned with the
ability to use the Cisco BroadWorks Agent client.
 Directory Number Hunting (user license) – When assigned to an agent, this provides
the ability to route calls to a user’s direct number directly into the call center,
leveraging all the agents in the call center.

4.2.2 Licenses for Supervisors

4.2.2.1 Required
 Call Transfer – This is required for transferring calls into queues, to other agents, or to
supervisors.
 Call Center Monitoring – This is required for performing silent monitoring of an agent
or call center call.
 Call Pickup with Barge-in – This is required to perform silent monitoring or a barge-in
to an agent call as well as emergency calls from agents.
 Three-Way/N-Way Call – This is required for barge-in.

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 4.2.2.2 Optional
The following user licenses are required for agents to perform the functions defined in the
solution:
 Call center license – This is required if the supervisor acts as an agent to receive calls
from call centers.
− Call Center – Basic (user license) – This provides the user assigned with the
ability to join a Basic call center.
− Call Center – Standard (user license) – This provides the user assigned with the
ability to join a Standard or Basic call center.
− Call Center – Premium (user license) – This provides the user assigned with the
ability to join a Basic, Standard or Premium call center.
 Cisco BroadWorks Supervisor (user license) – This provides the user assigned with
the ability to use the Cisco BroadWorks Supervisor client.
 Directory Number Hunting (user license) – When assigned to a supervisor, this
provides the ability to route calls to a user’s direct number directly into the call center
in an agent capacity, leveraging all the agents in the call center.

4.2.3 Licenses for Call Center

The following licenses can be assigned to a call center to enable enhanced behavior:
 Voice Messaging/Voice Messaging-Video (user license) – When assigned to a call
center, this provides the ability to route calls to a voice messaging mailbox directly
associated with the call center.
 Fax Messaging (user license) – When assigned to a call center, this provides for the
receipt of fax messages by the call center. Fax messages are not included in the
queue, nor are they routed to agents.
 Basic/Enhanced Call Logs (user license) – When assigned to a call center, this
provides a list of calls received by the call center.
 Call Notify (user license) – When assigned to a call center, an e-mail is sent out
whenever a call received by the call center matches configured criteria, based on a
time schedule, holiday schedule, and specific calling party numbers/ranges/types.
 Call Forwarding Busy (user license) – When assigned to a call center, calls to the call
center can be redirected to this location when a caller uses the 0-out option to escape
from the queue or configures Busy treatment for Overflow, Stranded, Holiday, or Night
Service.
The following licenses can be assigned to a call center (Basic or Standard) to provide
additional capabilities. Although they may also be assigned to a Premium call center, the
Premium call center has the following capabilities (and there are more in a more
integrated policy).
 Call Forwarding Always (user license) – When assigned to a call center, calls to the
call center are immediately redirected to an alternate location. An alternate feature in
Premium call centers is Forced Forwarding.
 Call Forwarding Selective (user license) – When assigned to a call center, calls to the
call center are redirected during the time or holiday schedule configured for this
service. The service can also be configuring to be triggered on specific calling party
numbers/ranges/types. An alternate feature in Premium call centers is Night and
Holiday service.

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  Do Not Disturb (user license) – When assigned to a call center, calls to the call center
are immediately subject to the configured Busy treatment, which could be Call
Forwarding Busy or Voice Messaging. An alternate feature in Premium call centers is
Forced Forwarding.
 Alternate Numbers (user license) – When assigned to a call center, this provides the
ability to associate multiple directory numbers with the call center. This allows for local
phone numbers that all direct into the call center. The agent only sees the call center
ID when a call is presented. An alternate feature in Premium call centers is the DNIS
functionality.

4.2.4 Additional Licenses for Solution

 Auto Attendant/Auto Attendant-Video (group license) – This provides the front-end
IVR function, allowing callers to select the appropriate call center group.
 Cisco BroadWorks Receptionist – Enterprise (user license) – This provides the user
assigned with the ability to use the Cisco BroadWorks Receptionist - Enterprise client.
 PublicReporting (server license) – This is required to deploy the PublicReporting web
application on the Xtended Services Platform (Xsp).
 CCReporting (server license) – This is required to deploy the CCReporting web
application on the Profile Server.
 CCReportingDBManagement (server license) – This is required to deploy the
CCReportingDBManagement application on the Profile Server.
 CCReportingRepository (server license) – This is required to deploy the
CCReportingRepository web application on the Profile Server.

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 5 System Configuration

This section provides information on the system configuration required to enable the Call
Center solution.

5.1 Deploy Enhanced Reporting

5.1.1 Create BWECCR Schema

The CCReportingDBManagement application resides on the Profile Server and manages
the BWECCR schema on the Database Server (DBS). The BWECCR schema is created
on the Database Server when the CCReportingDBManagement application is deployed
for the first time on the Profile Server.

NOTE 1: It is assumed that the Database Server has been installed and configured. For
information about the configuration of the Database Server, see the Cisco BroadWorks
Database Server Configuration Guide [6].

NOTE 2: Attempting to deploy the CCReportingDBManagement application without configuring

the centralized database results in an error. The CCReportingDBManagement application must
be configured prior to deployment.

NOTE 3: The CCReportingDBManagement application manages the installation and upgrade of

the BWECCR schema on the Database Server (DBS). It is recommended to install this
application on a single Profile Server.

1) Activate the CCReportingDBManagement application on the Profile Server.

Example
PS_CLI/Maintenance/ManagedObjects> activate application
CCReportingDBManagement 23.0_1.997
…Done

2) Configure the centralized database by adding the sites and associating the BWECCR
schema with the centralized database.
a. Add the centralized database entry. The required password represents the
password of the Oracle SYS account that was created as part of the Database
Server installation. The Database Server installation sets the SYS password to
bwadmin by default. The SYS account password set during the Database Server
installation can be changed at the
DBS_CLI/Applications/DbManagement/SystemAdmin level on the Database
Server. For more information about the configuration of the Database Server,
see the Cisco BroadWorks Database Server Configuration Guide [6].
Example
PS_CLI/Applications/CCReportingDBManagement/Database/Databases> add
bwCentralizedDb
Password:
Re-type Password:
…Done

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 b. Add the primary and secondary sites of the Database Server.
Example
PS_CLI/Applications/CCReportingDBManagement/Database/Databases/Sites> add
bwCentralizedDb site1.db.broadsoft.net 8521 true
Done…

PS_CLI/Applications/CCReportingDBManagement/Database/Databases/Sites> add
bwCentralizedDb site2.db.broadsoft.net 8521 false
…Done

c. Validate the configuration of the sites and the connection to the Database Server.
Example
PS_CLI/Applications/CCReportingDBManagement/Database/Databases/Sites>
validate
Hostname Database Status
===============================================
site1.db.broadsoft.net bwCentralizedDb Primary
site2.db.broadsoft.net bwCentralizedDb Standby

2 entries found.

NOTE: For site status description and for troubleshooting information, see section 9
Troubleshooting or to the online help for the CLI validate command.

d. Associate the “bweccr” schema with the centralized database added and select a
password for the call center reporting datastore.

NOTE 1: When the CCReportingDBManagement application is deployed a first time, the

“bweccr” schema password is set to the value configured here. For any subsequent
deployment, it is important to ensure that the password is set prior to deploying the application.
Otherwise, the application fails to connect to the “bweccr” schema and may cause the schema to
be locked on the Database Server. For help on resolving schema password issues, see section
9 Troubleshooting.

NOTE 2: The CCReporting web application and the Application Server also connect to the
“bweccr” schema, and need to be configured with the same password. This is described in
sections 5.1.4 Install Reporting Engine and 5.1.8 Configure Enhanced Reporting on Application
Server, respectively.

Example
PS_CLI/Applications/CCReportingDBManagement/Database/Schemas/Instances>
set bweccr bweccr database bwCentralizedDb
…Done

PS_CLI/Applications/CCReportingDBManagement/Database/Schemas/Instances>
set bweccr bweccr password
Password:
Re-type Password:
…Done

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 3) Deploy the CCReportingDBManagement application on the Profile Server.
Example
PS_CLI/Maintenance/ManagedObjects> deploy application
CCReportingDBManagement
…Done

4) Start the CCReportingDBManagement application on the Profile Server.

Example
PS_CLI/Maintenance/ManagedObjects> start application
CCReportingDBManagement
…Done

5.1.2 Create Reporting Repository

The CCReportingRepository application manages the Enhanced Reporting repository.
The repository consists of:
 Canned report templates
 Custom report templates
 Report archive
 Data archive
Canned report templates are created on the repository when the CCReportingRepository
application is activated on the Profile Server.
The CCReportingRepository application is deployed to allow other Cisco BroadWorks
applications to store or retrieve files to or from the repository. In general, a deployment
would have two or more Profile Servers. The following steps should be repeated on each
Profile Server involved in the Call Center solution deployment.
1) Activate the CCReportingRepository application on the Profile Server.
Example
PS_CLI/Maintenance/ManagedObjects> activate application
CCReportingRepository 23.0_1.997 /CCReportingRepository
…Done

2) Deploy the CCReportingRepository application on the Profile Server.

Example
PS_CLI/Maintenance/ManagedObjects> deploy application
/CCReportingRepository
…Done

5.1.3 Enable Data Archiving

The number of days that data is retained in the Database Server before being purged
and archived is configurable on the Profile Server. The time at which the purge task runs
is configurable on the Profile Server as well. The purged data is archived on the Profile
Server in the Call Center Reporting repository. In the following example, the
ReportingRepositoryAddress should be set to the URL of the Profile Server hosting the
CCReportingRepository application.

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 Example
PS_CLI/Applications/CCReportingDBManagement/DataRetention> get
QuarterHourIntervalDataRetention = 90
HalfHourIntervalDataRetention = 90
HourlyIntervalDataRetention = 397
DetailDataRetention = 30
SignInOutDataRetention = 90
ReportingRepositoryAddress = null
PurgeExecutionTime = 02:05:00

PS_CLI/Applications/CCReportingDBManagement/DataRetention> set
ReportingRepositoryAddress http://ps-
repository.domain.net/CCReportingRepository

After the data stored in the Database Server reaches the provisioned data retention
maximum number of days, the data in the Database Server is purged and archived in
comma-separated values (csv) files. These files are saved on the Profile Server(s)
running the CCReportingRepository application. There is one csv file per Database table.
During the purging and archiving process, which occurs nightly, the csv files are zipped
together and stored in the CCReportingRepository in the <root>/DataArchive directory with
the date included in the zip file name.
Example
PS_CLI/Applications/CCReportingRepository/GeneralSettings> get
rootDirectory = /var/broadworks/ccreportingrepository/

The zip files are retained for a configurable amount of time before being deleted. This
retention time is configurable on the Profile Server.
Example
PS_CLI/Applications/CCReportingRepository/Cleanup/Subdirectories> set
/DataArchive deletionDelay 60
...Done

PS_CLI/Applications/CCReportingRepository/Cleanup/Subdirectories> get
SubDirectory Name Deletion Delay Compression Delay
======================================================
/ReportArchive 90 10
/DataArchive 60 10

2 entries found.

For more information about the data archiving process and the format of the csv and zip
files, see section 10 Archiving Reporting Data.

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 5.1.4 Install Reporting Engine
The reporting engine runs on the Profile Server in the context of the CCReporting web
application. The CCReporting web application connects to the centralized database to
retrieve the reporting data and generate the reports. In general, a deployment would have
two or more Profile Servers. The following steps should be repeated on each Profile
Server involved in the Call Center solution deployment.
1) Activate the CCReporting web application on the Profile Server.
Example
PS_CLI/Maintenance/ManagedObjects> activate application CCReporting
23.0_1.997 /CCReporting
…Done

2) Configure the centralized database by adding the sites and associating the “bweccr”
schema with the centralized database.
a. Add the centralized database entry. The required password represents the
password of the Oracle SYS account that was created as part of the Database
Server installation. The Database Server installation sets the SYS password to
bwadmin by default.
Example
PS_CLI/Applications/CCReporting/Database/Databases> add bwCentralizedDb
Password:
Re-type Password:
…Done

b. Add the primary and secondary sites of the Database Server.

Example
PS_CLI/Applications/CCReporting/Database/Databases/Sites> add
bwCentralizedDb site1.db.broadsoft.net 8521 true
Done…

PS_CLI/Applications/CCReporting/Database/Databases/Sites> add
bwCentralizedDb site2.db.broadsoft.net 8521 false
…Done

c. Validate the configuration of the sites and the connection to the Database Server.
Example
PS_CLI/Applications/CCReporting/Database/Databases/Sites> validate
Hostname Database Status
===============================================
site1.db.broadsoft.net bwCentralizedDb Primary
site2.db.broadsoft.net bwCentralizedDb Standby

2 entries found.

NOTE: For site status description and for troubleshooting information, see section 9
Troubleshooting or to the online help for the CLI validate command.

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 d. Associate the “bweccr” schema with the centralized database added. Optionally,
if the default “bweccr” schema password was changed as part of the initial
CCReportingDBManagement application deployment or post schema
deployment, the “bweccr” schema needs to be reset.

NOTE: It is important to ensure that the password is set prior to deploying the application.
Otherwise, the web application fails to connect to the “bweccr” schema and may cause the
schema to be locked on the Database Server. For help on resolving schema password issues,
see section 9 Troubleshooting.

Example
PS_CLI/Applications/CCReporting/Database/Schemas/Instances> set bweccr
bweccr database bwCentralizedDb
…Done
PS_CLI/Applications/CCReporting/Database/Schemas/Instances> set bweccr
bweccr password
Password:
Re-type Password:
…Done

3) Verify that the number of worker threads for the application is set to the number of
CPUs on the server.
Example
PS_CLI/Applications/CCReporting/GeneralSettings> get
MaxIntervalBasedQuerySize = 10000
MaxNonIntervalBasedQuerySize = 10000
NumWorkerThreads = 16
…Done

4) Deploy the CCReporting web application on the Profile Server.

Example
PS_CLI/Maintenance/ManagedObjects> deploy application /CCReporting
…Done

5.1.5 Install Public Reporting Interface

The Public Reporting interface runs on the Xtended Services Platform Server in the
context of the PublicReporting web application. The web application provides a RESTful
application programming interface (API) for all reporting services (that is for on-demand
and scheduled reports). In general, a deployment would have two or more Xtended
Services Platforms. The following steps should be repeated on each Xtended Services
Platform involved in the Call Center solution deployment.
1) Activate the PublicReporting web application on the Xtended Services Platform.
Example
XSP_CLI/Maintenance/ManagedObjects> activate application PublicReporting
23.0_1.997 /com.broadsoft.ccpri
…Done

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 2) Deploy the PublicReporting web application on the Xtended Services Platform.
Example
XSP_CLI/Maintenance/ManagedObjects> deploy application
/com.broadsoft.ccpri
…Done

5.1.6 Configure Access Control Lists

The following table summarizes the access control lists that must be enabled for
Enhanced Reporting.
Web Application Access

CCReporting Add the addresses of the Xtended Services Platform running the
PublicReporting web applications.
Add the addresses of the Application Servers.

CCReportingRepository Add the addresses the Profile Servers running the CCReporting web
applications.
Add the addresses the Profile Servers running the CCReportingDB
Management applications.
Add the addresses of the Application Servers.

5.1.6.1 CCReporting Access Control List

1) Add the IP addresses of the Xtended Services Platform Server farm running the
PublicReporting web application.
Example
PS_CLI/Applications/CCReporting/NetworkAccessList> add <xsp-ip-address>
...Done

2) Add the IP address of the Application Servers.

Example
PS_CLI/Applications/CCReporting/NetworkAccessList> add <as-ip-address>
...Done

5.1.6.2 CCReportingRepository Access Control List

1) Add the IP address of the Application Servers.
Example
PS_CLI/Applications/CCReportingRepository/NetworkAccessLists/WebDav> add
<as-ip-address>
...Done

2) Add the IP addresses of the Profile Server farm running the CCReporting web
application.
Example
PS_CLI/Applications/CCReportingRepository/NetworkAccessLists/WebDav> add
<ps-ip-address>
...Done

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 3) Add the IP addresses of the Profile Server farm running the CCReportingDB-
Management web application.

NOTE: For environments where the CCReportingDBManagement application and the

CCReporting web application are deployed on the same Profile Server, the IP address of the
Profile Server only needs to be entered once.

Example
PS_CLI/Applications/CCReportingRepository/NetworkAccessLists/WebDav> add
<ps-ip-address>
...Done

5.1.7 Configure Network Time Protocol

The Network Time Protocol (NTP) must be set so that statistics are reflected accurately,
(independent of the geographic location of the Cisco BroadWorks network elements). The
Profile Server, Application Server, and Database Server should use the same NTP server.
For more information on how to set up the Network Time Protocol service, see the Cisco
BroadWorks Software Management Guide [4].

5.1.8 Configure Enhanced Reporting on Application Server

The following system configuration is required on the Application Server.
 Database Server sites for the BWECCR schema – The Application Server
processes the call and state events and writes to the centralized database.
 Database connection timeout – This is the database connection monitoring ping
timeout.
 Reporting engine URI – The Uniform Resource Identifier (URI) of the CCReporting
web application is stored on the Application Server. The Application Server serves
the URI for all interfaces that require it to route report requests to the CCReporting
web application.
 Reporting repository – The URI of the CCReportingRepository web application is
stored on the Application Server. The Application Server serves the URI for the
purpose of report generation and archiving. It is also used by the Application Server
for the uploading of report templates.
 Report archiving – The system provider may elect to retain a copy of all scheduled
reports generated by the reporting engine for the purpose of auditing.
 E-mail delivery for scheduled reports – The system provider must configure the
SMTP addresses for e-mail delivery and the default SMTP “MAIL-FROM” address.
1) Configure the centralized database by adding the sites and associating the “bweccr”
schema with the centralized database.

NOTE 1: Centralized database configuration is not replicated across Application Server cluster
members and must be manually configured on both cluster members.

NOTE 2: All Application Server clusters should point to a single centralized database and single
schema instance.

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 a. Add the centralized database entry. The required password represents the
password of the Oracle SYS account that was created as part of the
Database Server installation. The Database Server installation sets the SYS
password to bwadmin by default.
Example
AS_CLI/Applications/ExecutionAndProvisioning/XS/Database/Databases> add
bwCentralizedDb
New Password:
Re-type Password:
…Done

b. Add the primary and secondary sites of the Database Server.

Example
AS_CLI/Applications/ExecutionAndProvisioning/XS/Database/Databases/Sites>
add bwCentralizedDb site1.db.broadsoft.net 8521 true
Done…

AS_CLI/Applications/ExecutionAndProvisioning/XS/Database/Databases/Sites>
add bwCentralizedDb site2.db.broadsoft.net 8521 false
…Done

c. Validate the configuration of the sites and the connection to the Database
Server.
Example
AS_CLI/Applications/ExecutionAndProvisioning/XS/Database/Databases/Sites>
validate
Hostname Database Status
===============================================
site1.db.broadsoft.net bwCentralizedDb Primary
site2.db.broadsoft.net bwCentralizedDb Standby

2 entries found.

NOTE: For site status description and for troubleshooting information, see section 9
Troubleshooting or to the online help for the CLI validate command.

d. Associate the “bweccr” schema with the centralized database added.

Optionally, if the default “bweccr” schema password was changed as part of
the initial CCReportingDBManagement application deployment or post
schema deployment, the “bweccr” schema needs to be reset.

NOTE: It is important to ensure that the password is set prior to associating the “bweccr”
schema with the database. As soon as the association is done, the application (if running)
attempts to connect to the “bweccr” schema. If the password is not set to the appropriate value,
then the Application Server fails to connect to the “bweccr” schema and may cause the schema
to be locked on the Database Server. For help on resolving schema password issues, see
section 9 Troubleshooting.

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 Example
AS_CLI/Applications/ExecutionAndProvisioning/XS/Database/Schemas/Instance
s> set bweccr bweccr password
Password:
Re-type Password:
…Done
AS_CLI/Applications/ExecutionAndProvisioning/XS/Database/Schemas/Instance
s> set bweccr bweccr database bwCentralizedDb
…Done

e. Validate the configuration of the schemas and the connection to the

Database Server.
Example
AS_CLI/Applications/ExecutionAndProvisioning/XS/Database/Schemas/Instance
s> validate
Name Status
==================
bweccr Read/Write

1 entry found.

NOTE: For schema status description and for troubleshooting information see section 9
Troubleshooting or to the online help for the CLI validate command.

2) Set the database connection timeout. The recommended value is 7500 milliseconds.
Example
AS_CLI/Maintenance/ContainerOptions> add provisioning
oracle.pingsite.timeout 7500
*** Warning: Broadworks needs to be restarted for the changes to take
effect ***

AS_CLI/Maintenance/ContainerOptions> get
Container Name Value
===========================================
provisioning oracle.pingsite.timeout 7500
1 entry found.

3) Configure the reporting engine URL.

Example
AS_CLI/System/Device/EnhancedReportingServer> set reportApplicationURL
http://ps-reporting.domain.net/CCReporting
...Done

4) Configure the reporting repository URL.

Example
AS_CLI/System/Device/EnhancedReportingServer> set
templateRepositoryApplicationURL http://ps-reporting-
repository.domain.net/CCReportingRepository
...Done

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 5) Enable report archiving.
Example
AS_CLI/System/Device/EnhancedReportingServer> set archiveReports true
...Done

6) Configure e-mail delivery for scheduled reports.

NOTE: The “defaultFromAddress” is used in the SMTP “MAIL FROM” command. This
parameter must be set to a value that is acceptable by the SMTP server used for the delivery of
reports. The generation of the reports is actually performed by the Profile Server(s) on which the
CCReporting web application is deployed, and if necessary, the IP addresses of the Profile
Server(s) must be added to the network access list of the SMTP server(s).

Example
AS_CLI/Interface/Mail> set primarySMTPServer <smtp1-ip-address>
...Done

AS_CLI/Interface/Mail> set secondarySMTPServer <smtp2-ip-address>

...Done

AS_CLI/Service/CallCenter> set defaultFromAddress

[email protected]
...Done

5.2 Deploy Call Center and Receptionist Web Application Components

The following sections describe the minimum installation and configuration required run
the Call Center and Receptionist web applications.
When deploying the Call Center and Receptionist Thin Client solution, the Call Center and
Receptionist web applications must be installed on the Xtended Services Platform (Xsp).
For more information, see section 6.3 Xtended Services Platform Deployment Models.
For detailed information regarding the configuration of the BWCallCenter and
BWReceptionist web applications, see the Cisco BroadWorks Hosted Thin Call Center
Agent/Supervisor Configuration and Administration Guide [12] and Cisco BroadWorks
Hosted Thin Receptionist Configuration and Administration Guide [13], respectively.

5.2.1 Xtended Services Platform Configuration

5.2.1.1 Communication Utility

The communication utility’s sample settings are shown in the following example. The
userTransactionLimit and transactionLimitPeriodSecs are not relevant to the Call Center
and Receptionist Web Applications, as they do not use Xsi-Actions or Xsi-Events.
-
XSP_CLI/System/CommunicationUtility/DefaultSettings> get
NS:
nsSeedClusterAddress=ns.eng.broadsoft.com
asOCIPort=2220
asOCISecurePort=2320
asOCICPort=2221
asOCICSecurePort=2321

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 provisionOnSecondary=false
reconnectionTimerSecs=30
responseTimeoutSecs=10
userTransactionLimit=100
transactionLimitPeriodSecs=10
useSecureBCCT=false

5.2.1.2 Call Center

The Call Center web application must be installed, activated, signed, and deployed on the
Xtended Services Platform. Before deploying the new version, the file signature must be
set to ensure that the downloaded components by the web application are signed. The
following example shows signing with the Cisco/BroadSoft certificate. If a custom
certificate is needed, see the Cisco BroadWorks Hosted Thin Call Center
Agent/Supervisor Configuration and Administration Guide [12] for instructions on how to
install a custom certificate.
XSP_CLI/Maintenance/ManagedObjects> install application
/bw/install/BWCallCenter_22.0.9.war
BroadWorks SW Manager installing BWCallCenter_22.0.9.war...
- Performing basic validation
. Valid application structure
. Name : BWCallCenter
. Description: BroadWorks Call Center Client
. Version : 22.0.9
...Done
XSP_CLI/Maintenance/ManagedObjects> activate application BWCallCenter
22.0.9 /callcenter
BroadWorks SW Manager activating...BWCallCenter version 22.0.9
...Done

XSP_CLI/Applications/BWCallCenter_22.0.12/Certificate> set fileSignature

BroadSoft

+++ WARNING +++ WARNING +++ WARNING +++

Setting the new file signature will cause the web application to be
unresponsive.
Currently connected end-users applications will be disconnected.
Continue?

Please confirm (Yes, Y, No, N): y

This may take several minutes, please wait...
...Done

XSP_CLI/Maintenance/ManagedObjects> deploy application /callcenter

BroadWorks SW Manager deploying /callcenter...
...Done

The defaultDomain must be set to match the system default domain. If this is not set,
then login problems can occur because fetching information for users and virtual users on
the default domain fails. The system default domain can be found on the Application
Server at the AS_CLI/System/Domain> level.
The XspClusterFQDN should be set to the cluster fully qualified domain name (FQDN) of
the Xtended Services Platform when deploying in a redundant configuration. This must
be set if deploying in a redundant configuration. For more information, see section 5.2.1.4
Redundant Xtended Services Platform Configuration for Call Center and Receptionist.
XSP_CLI/Applications/BWCallCenter_22.0.9/General> g
defaultDomain=tier3support.us

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 profileCacheDir=<not defined, webapp using internal default>
cookieTimeOut=<not defined, webapp using internal default>
pollingTimeout=<not defined, webapp using internal default>
pollingDelay=<not defined, webapp using internal default>
sessionTimeout=<not defined, webapp using internal default>
xspClusterFQDN=xsp.broadsoft.com
redirectionURL=<not defined, webapp using internal default>
applicationLoadTimeout=<not defined, webapp using internal default>
showHotelingFlexibleSeatingTextBox=<not defined, webapp using internal
default>
httpSocketTimeout=<not defined, webapp using internal default>
maxHttpConnection=<not defined, webapp using internal default>
httpConnectionPerRoute=<not defined, webapp using internal default>
enforceSubscriptionsPerSecondLimit=<not defined, webapp using internal
default>
subscriptionsPerSecond=<not defined, webapp using internal default>
serverResponseTimeout=<not defined, webapp using internal default>
channelExpiryPeriod=<not defined, webapp using internal default>
subscriptionExpiryPeriod=<not defined, webapp using internal default>
subscriptionUpdatePeriod=<not defined, webapp using internal default>
channelUpdatePeriod=<not defined, webapp using internal default>
cometConnectionExpiryThreadPeriod=<not defined, webapp using internal
default>
hideRedirectionDialog==<not defined, webapp using internal default>

The Public Reporting web interface (PRWI) must be configured. The context should be
set to the deployed context for the com.broadsoft.ccpri Public Reporting web application
shown in the following example.
XSP_CLI/Applications/BWCallCenter_22.0.9/PRWI/CCPRI> set context
com.broadsoft.ccpri
...Done
XSP_CLI/Applications/BWCallCenter_22.0.9/PRWI/CCPRI> get
context=com.broadsoft.ccpri

XSP_CLI/Application/BWCallCenter_22.0.9/PRWI/CCPRI/Http> set host

ccpri.xsp.broadsoft.net
…Done

XSP_CLI/Application/BWCallCenter_22.0.9/PRWI/CCPRI/Http> set port 80

…Done

XSP_CLI/Application/BWCallCenter_22.0.9/PRWI/CCPRI/Http> set scheme http

…Done

5.2.1.2.1 Install Newer Version of Call Center

New versions of the Hosted Thin Call Center client can be downloaded from the Cisco
Xchange. The latest released version for the Xtended Services Platform (Xsp) should be
installed.
To use a newer version of the client, store the downloaded client war file in the /bw/install
directory on the Xsp and then undeploy, deactivate and uninstall the older version.
XSP_CLI/Maintenance/ManagedObjects> undeploy application /callcenter
BroadWorks SW Manager un-deploying /callcenter...
...Done
XSP_CLI/Maintenance/ManagedObjects> deactivate application BWCallCenter

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 BroadWorks SW Manager deactivating...BWCallCenter version 22.0.9
...Done
XSP_CLI/Maintenance/ManagedObjects> uninstall application BWCallCenter
22.0.9
BroadWorks SW Manager un-installing BWCallCenter version 22.0.9...
...Done

Use the downloaded war file to install, deploy, sign, and activate the new version.

5.2.1.2.2 Multiple Version Support for Call Center

Multiple versions of Hosted Thin Call Center can be deployed on the same system. The
latest version is always used as the current (default) version and is deployed under two
context paths (current and version-specific), whereas older versions are available only
under one context path (version-specific).
The following rules must be respected when deploying Call Center.
 The recommended current context path for Call Center is /callcenter.
 The version-specific context path must be set to “<current context path>_<Call Center
version number>”. For example, if the current context path is /callcenter and the
version being deployed is “22.0.9”, then the version-specific context path for that
release must be /callcenter_22.0.9.
 Since there can only be one current version of Call Center in the system, when a
newer version is deployed, it replaces the previous version under the current context
path. For example, if the latest release of the Call Center is 22.0.10, it should be
deployed under /callcenter and /callcenter_22.0.10 contexts, whereas Release 22.0.9
of Call Center should only be available under the /callcenter_22.0.9 context (assuming
that /callcenter is the current context path).
 When deploying Hosted Thin Call Center on the system where another version of
Hosted Thin Call Center is already present, you must first un-deploy and deactivate
the current version from the current context path (it may continue to exist under the
version-specific context path) and then deploy the new version under the current and
version-specific context paths.
 All versions of Call Center that you want to make available must be deployed on all
the Xtended Services Platforms in the cluster.
In addition, clients use the call control application ID for call control-related communication.
The default call control application ID of the Call Center client is as follows:
 Hosted Thin Call Center: com.broadsoft.callcenter
To support the deployment of multiple versions of a thin client on the same Xtended
Services Platform, each version of a thin client must have a unique call control application
ID.
The call control application ID of a thin client version is configured through the Xtended
Services Platform CLI under the context of that client’s version, using the command in the
following example.
XSP_CLI/Application/<ApplicationName>_<Version>/BWIntegration> set
applicationID <application_ID
The call control application ID must also be configured in all Application Server clusters.
The following additional provisioning steps must be performed for the thin clients on the
Application Servers:

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  Add the call control application ID of the thin client under the Call Control interface of
all Application Server clusters.
AS_CLI/Interface/OCI/CallControl> add com.broadsoft.callcenter true 8
8 "call control application ID for Call Center"

 Register the Xtended Services Platform (Xsp) host of the thin client against the call
control application ID under the call control application access control list (ACL) of all
Application Server clusters.
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> add
com.broadsoft.callcenter 10.59.20.128 "Xsp host of Call Center"

5.2.1.3 Receptionist
The Receptionist web application must be installed, activated, signed, and deployed on
the Xtended Services Platform. Before deploying the new version, the file signature must
be set to ensure that the downloaded components by the web application are signed. The
following example shows signing with the Cisco/BroadSoft certificate. If a custom
certificate is needed, see the Cisco BroadWorks Hosted Thin Receptionist Configuration
and Administration Guide [13] for instructions on how to install a custom certificate.
XSP_CLI/Maintenance/ManagedObjects> install application /bw/install/
BWReceptionist_22.0.9.war
BroadWorks SW Manager installing BWReceptionist_22.0.9.war...
- Performing basic validation
. Valid application structure
. Name : BWReceptionist
. Description: BroadWorks Receptionist
. Version : 22.0.9
...Done

XSP_CLI/Maintenance/ManagedObjects> activate application BWReceptionist

22.0.9 /receptionist
BroadWorks SW Manager activating... BWReceptionist version 22.0.9
...Done

XSP_CLI/Applications/BWReceptionist_22.0.9/Certificate> set fileSignature

BroadSoft

+++ WARNING +++ WARNING +++ WARNING +++

Setting the new file signature will cause the web application to be
unresponsive.
Currently connected end-users applications will be disconnected.
Continue?

Please confirm (Yes, Y, No, N): y

This may take several minutes, please wait...
...Done

XSP_CLI/Maintenance/ManagedObjects> deploy application /receptionist

BroadWorks SW Manager deploying /receptionist...
...Done

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 The defaultDomain must be set to match the system default domain. If this is not set,
then login problems can occur because fetching information for users and virtual users on
the default domain fails. The system default domain can be found on the Application
Server in the AS_CLI/System/Domain> level.
The XspClusterFQDN should be set to the cluster FQDN of the Xtended Services
Platform when deployed in a redundant configuration. This must be set if deployed in a
redundant configuration. For more information, see section 5.2.1.4 Redundant Xtended
Services Platform Configuration for Call Center and Receptionist.
XSP_CLI/Applications/BWReceptionist_22.0.17/General> g
defaultDomain=tier3support.us
profileCacheDir=<not defined, webapp using internal default>
cookieTimeOut=<not defined, webapp using internal default>
pollingTimeout=<not defined, webapp using internal default>
pollingDelay=<not defined, webapp using internal default>
sessionTimeout=<not defined, webapp using internal default>
xspClusterFQDN=xsp.broadsoft.com
redirectionURL=<not defined, webapp using internal default>
applicationLoadTimeout=<not defined, webapp using internal default>
httpSocketTimeout=<not defined, webapp using internal default>
maxHttpConnection=<not defined, webapp using internal default>
httpConnectionPerRoute=<not defined, webapp using internal default>
enforceSubscriptionsPerSecondLimit=<not defined, webapp using internal
default>
subscriptionsPerSecond=<not defined, webapp using internal default>
serverResponseTimeout=<not defined, webapp using internal default>
channelExpiryPeriod=<not defined, webapp using internal default>
subscriptionExpiryPeriod=<not defined, webapp using internal default>
subscriptionUpdatePeriod=<not defined, webapp using internal default>
channelUpdatePeriod=<not defined, webapp using internal default>
cometConnectionExpiryThreadPeriod=<not defined, webapp using internal
default>
hideRedirectionDialog=<not defined, webapp using internal default>

5.2.1.3.1 Install Newer Version of Receptionist

New versions of the Hosted Thin Receptionist can be downloaded from Cisco/BroadSoft
Xchange. The latest released version for the Xtended Services Platform should be
installed. To use a newer version, store the downloaded war file in the /bw/install directory
on the Xsp and then undeploy, deactivate and uninstall the older version.
XSP_CLI/Maintenance/ManagedObjects> undeploy application /receptionist
BroadWorks SW Manager un-deploying /receptionist...
...Done
XSP_CLI/Maintenance/ManagedObjects> deactivate application BWReceptionist
BroadWorks SW Manager deactivating... BWReceptionist version 22.0.9
...Done
XSP_CLI/Maintenance/ManagedObjects> uninstall application BWReceptionist
22.0.9
BroadWorks SW Manager un-installing BWReceptionist version 22.0.9...
...Done

Use the downloaded war file to install, deploy, sign, and activate the new version.

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 5.2.1.3.2 Multiple Version Support for Receptionist
Multiple versions of Hosted Thin Receptionist can be deployed on the same system. The
latest version is always used as the current (default) version and is deployed under two
context paths (current and version-specific), whereas older versions are available only
under one context path (version-specific).
The following rules must be respected when deploying Receptionist.
 The suggested current context path for Receptionist is /receptionist, but can be
different if required.
 The version-specific context path must be set to “<current context
path>_<Receptionist version number>”. For example, if the current context path is
/receptionist and the version being deployed is “22.0.9”, then the version-specific
context path for that release must be /receptionist_22.0.9.
 Since there can only be one current version of Receptionist in the system, when a
newer version is deployed, it replaces the previous version under the current context
path. For example, if the latest release of the Receptionist is 22.0.10, it should be
deployed under /receptionist and /receptionist _22.0.10 contexts, whereas Release
22.0.9 of Receptionist should only be available under the /receptionist _22.0.9 context
(assuming that /receptionist is the current context path).
 When deploying Hosted Thin Receptionist on the system where another version of
Hosted Thin Receptionist is already present, you must first undeploy and deactivate
the current version from the current context path (it may continue to exist under the
version-specific context path) and then deploy the new version under the current and
version-specific context paths.
 All versions of Receptionist that you want to make available must be deployed on all
the Xtended Services Platforms in the cluster.
In addition, the clients use the call control application ID for call control-related
communication.
The default call control application ID of the Receptionist client is as follows:
 Hosted Thin Receptionist: com.broadsoft.receptionist
To support the deployment of multiple versions of a Thin Client on the same Xtended
Services Platform, each version of a thin client must have a unique call control application
ID.
The call control application ID of a Thin Client version is configured through the Xtended
Services Platform CLI under the context of that client’s version, using the command in the
following example:
XSP_CLI/Application/<ApplicationName>_<Version>/BWIntegration> set
applicationID <application_ID>
The call control application ID must also be configured in all Application Server clusters.
The following additional provisioning steps must be performed for the thin clients on the
Application Servers:
 Add the call control application ID of the thin client under the Call Control interface of
all Application Server clusters.
AS_CLI/Interface/OCI/CallControl> add com.broadsoft.receptionist true 8
8 "call control application ID for Receptionist"

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  Register the Xtended Services Platform host of the thin client against the call control
application ID under the call control application ACL of all Application Server clusters.
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> add
com.broadsoft.receptionist 10.59.20.128 "Xsp host of Receptionist"

5.2.1.4 Redundant Xtended Services Platform Configuration for Call Center and Receptionist
To achieve a redundant and scalable deployment model, multiple instances of the
Xtended Services Platform should be configured with the Call Center and Receptionist
web applications. The Thin Client application should be accessed via a cluster FQDN that
resolves to all of the Xtended Services Platforms in the cluster. Following is a sample
configuration for Call Center with two Xtended Services Platforms, though more can be
added as required. The Receptionist Redundant Deployment model is similar, except that
there is no Public Reporting web application.

1: DNS lookup xsp.broadsoft.com

xsp.broadsoft.com | 10.0.0.1,10.0.0.2
xsp1.broadsoft.com | 10.0.0.1
xsp2.broadsoft.com | 10.0.0.2

2: 10.0.0.1, 10.0.0.2
3: http://xsp.broadsoft.com/callcenter dns.broadsoft.com

4: HTTP 302 http://xsp1.broadsoft.com/callcenter

Broadworks Broadworks
Call Center Call Center

http(s) http(s)

5: http://xsp1.broadsoft.com/callcenter Public Public

Reporting Reporting

xsp1.broadsoft.com xsp2.broadsoft.com
10.0.0.1 10.0.0.2

Figure 9 Redundant Configuration

In the previous example, when the user enters the URL for the Call Center web application
in the browser, that is, http://xsp.broadsoft.com/callcenter, the following occurs:
1) A DNS lookup is done on xsp.broadsoft.com.
2) The lookup resolves to xsp1.broadsoft.com and xsp2.broadsoft.com.
3) The browser accesses the application on one of the returned hosts for the cluster,
which is in this example, xsp1.broadsoft.com.
4) The host is configured to redirect the user to its specific host name when accessed via
its cluster FQDN, which is in this example, xsp1.broadsoft.com.
5) All subsequent requests are made to the specific host in the cluster.
The following CLI configurations must be set on the Xtended Services Platform for
redundancy.

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 The Hypertext Transfer Protocol (HTTP) server interface on each Xtended Services
Platform in the cluster should be configured so that any request to it on the cluster FQDN
is redirected to its host name.
XSP_CLI/Interface/Http/HttpServer> get
Interface Port Name Secure Cluster FQDN
======================================================================
10.0.0.1 80 xsp1.broadsoft.com false xsp.broadsoft.com

The cluster FQDN must be configured in the Call Center web application.
XSP_CLI/Applications/BWCallCenter_22.0.15/General> g
defaultDomain=tier3support.us
profileCacheDir=<not defined, webapp using internal default>
cookieTimeOut=<not defined, webapp using internal default>
pollingTimeout=<not defined, webapp using internal default>
pollingDelay=<not defined, webapp using internal default>
sessionTimeout=<not defined, webapp using internal default>
xspClusterFQDN=xsp.broadsoft.com
redirectionURL=<not defined, webapp using internal default>
applicationLoadTimeout=<not defined, webapp using internal default>
showHotelingFlexibleSeatingTextBox=<not defined, webapp using internal
default>
httpSocketTimeout=<not defined, webapp using internal default>
maxHttpConnection=<not defined, webapp using internal default>
httpConnectionPerRoute=<not defined, webapp using internal default>
enforceSubscriptionsPerSecondLimit=<not defined, webapp using internal
default>
subscriptionsPerSecond=<not defined, webapp using internal default>
serverResponseTimeout=<not defined, webapp using internal default>
channelExpiryPeriod=<not defined, webapp using internal default>
subscriptionExpiryPeriod=<not defined, webapp using internal default>
subscriptionUpdatePeriod=<not defined, webapp using internal default>
channelUpdatePeriod=<not defined, webapp using internal default>
cometConnectionExpiryThreadPeriod=<not defined, webapp using internal
default>
hideRedirectionDialog=<not defined, webapp using internal default>

In the event of an Xtended Services Platform failure, the user is notified that a failure
occurred via an error dialog. The dialog contains a link to the Application Login page.
When the link is accessed, the user is redirected to the next available Xtended Services
Platform for login.

5.2.1.5 CommPilot
Configure the link to the Thin Client web application from the CommPilot web portal. This
enables the web portal to launch the Thin Client. In addition to this setting, there is an
Application Server setting that is required to enable the successful launch of the Thin
Client from the web portal. For more information on this, see section 5.2.2.3 Launch
Profile Link.
XSP_CLI/Applications/CommPilot/ClientApplicationLaunchUrls> set
callcenter http://xsp.broadsoft.com/callcenter
XSP_CLI/Applications/CommPilot/ClientApplicationLaunchUrls> set
receptionist http://xsp.broadsoft.com/receptionist

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 5.2.1.6 Enabling PIV Based Authentication for Call Center and Receptionist
To support PIV based authentication, enable PIV for the client through the XSP CLI
interface as shown in the following example:
XSP_CLI/Applications/BWReceptionist_<Version>/PIV> set isPIVMode true

Set the context of the application for which the external agent is configured to listen for
PIV-based authentication is configured at the following CLI path.
XSP_CLI/Applications/BWReceptionist_<version>/PIV>set
pivAuthRedirectContext piv

It is assumed that in PIV mode, the authentication function is performed by an external

agent (such as BigIP-F5), which obtains the certificate from the PIV card and performs all
necessary steps to ascertain the user’s identity. This embedded agent then allows the
request through to the actual application with the identity of the authenticated user
provided in proprietary HTTP headers (that is, HTTP_BW_USERID).
A mutual trust between the external agent and XSP is to be effectively enforced using
Transport Layer Security (TLS) mutual authentication allowing only known sources to
establish connections with the application. This can be done by outfitting the external
agent(s) and the Xtended Services Platform’s trusts with the same certificate, assuring
precise control over the TLS connections.
If the external agent fails to validate the user then the HTTP_PIV_VALIDATION_ERROR
header is set and the request is forwarded to the application deployed in the Xtended
Services Platform.
See the Cisco BroadWorks Hosted Thin Call Center Agent/Supervisor Configuration and
Administration Guide [12].
Enabling SAML Based Authentication for Call Center and Receptionist.
For SAML based authentication support, enable External Authentication through the XSP
CLI interface as shown in the following example:
XSP_CLI/Applications/BWReceptionist_<version>/ExternalAuthentication> set
enabled true

See the Cisco BroadWorks Hosted Thin Call Center Agent/Supervisor Configuration and
Administration Guide [12].
Enabling Privacy Policy Link for Call Center and Receptionist.
The Privacy Policy Link, when clicked, displays the Privacy Policy statement in a newly
launched window. To support the display of a Privacy Policy link on the application Sign In
page, set the privacy policy URL through the XSP CLI as shown in the following example:
XSP_CLI/Applications/<Application>_<Version>/General> set
privacyPolicyURL www.broadsoft.com/privacy

Service Providers can customize the Privacy Policy Link through Deployment Studio (DS)
which is shown in the About tab on the Settings page for the logged in user (that is,
Receptionist, Supervisor, and Agent).
See the Cisco BroadWorks Hosted Thin Call Center Agent/Supervisor Configuration and
Administration Guide [12].

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 5.2.2 Application Server Configuration

5.2.2.1 Interface Configuration

Add the Call Center and Receptionist web applications to the Open Client Interface (OCI)
Call Control Interface. The application ID must match the deployed context for Call Center
and Receptionist.
AS_CLI/Interface/OCI/CallControl> add com.broadsoft.callcenter true 8 8
...Done
AS_CLI/Interface/OCI/CallControl> add com.broadsoft.receptionist true 8 8
...Done
AS_CLI/Interface/OCI/CallControl> get
Application Id Enabled System Wide Description
Notification Timeout Seconds Max Event Channels Per Set

=========================================================================
======================================================
com.broadsoft.callcenter true 30
8
com.broadsoft.receptionist true
30 8
2 entries found.

5.2.2.2 Network Access Lists

1) Add the Xtended Services Platform(s) hosting the Call Center web application to the
network access list for external authentication. This ensures that the requests from
these Xtended Services Platform(s) are not challenged.
AS_CLI/System/NetworkAccessLists/ExtAuth> add 10.2.66.233 xsp1
...Done
AS_CLI/System/NetworkAccessLists/ExtAuth> add 10.2.66.237 xsp2
...Done
AS_CLI/System/NetworkAccessLists/ExtAuth> get
Net Address Description
=============================
10.2.66.233 xsp1
10.2.66.237 xsp2
2 entries found.

2) Add the Xtended Services Platform(s) hosting the Call Center web application to the
network access list OCI call control list.
AS_CLI/System/NetworkAccessLists/OCI/CallControl> add 10.2.66.233 xsp1
...Done
AS_CLI/System/NetworkAccessLists/OCI/CallControl > add 10.2.66.237 xsp2
...Done
AS_CLI/System/NetworkAccessLists/OCI/CallControl> get
Address Description
========================
10.2.66.233 xsp1
10.2.66.237 xsp2
2 entries found.

3) Add the Xtended Services Platform(s) for the Xsi-Actions and Xsi-Events applications
to OCI Call Control applications. The application ID’s must match the deployed
context on the Xtended Services Platform for the Xsi-Actions/Xsi-Events application.
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> add
com.broadsoft.xsi-actions 10.2.66.233

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 ...Done
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> add
com.broadsoft.xsi-actions 10.2.66.237
...Done
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> get
com.broadsoft.xsi-actions
Address Description
========================
10.2.66.233 xsp1
10.2.66.237 xsp2
2 entries found.
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> add
com.broadsoft.xsi-events 10.2.66.233
...Done
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> add
com.broadsoft.xsi-events 10.2.66.237
...Done
AS_CLI/System/NetworkAccessLists/OCI/CallControl/Application> get
com.broadsoft.xsi-events
Address Description
========================
10.2.66.233 xsp1
10.2.66.237 xsp2
2 entries found.

4) Add the Xtended Services Platform(s) hosting the Call Center web application to the
OCI Provisioning Server list.
AS_CLI/System/NetworkAccessLists/OCI/Provisioning> add 10.2.66.233 xsp1
...Done
AS_CLI/System/NetworkAccessLists/OCI/Provisioning> add 10.2.66.237 xsp2
...Done
AS_CLI/System/NetworkAccessLists/OCI/Provisioning> get
Address Description
==================================
10.2.66.233 xsp1
10.2.66.237 xps2

5.2.2.3 Launch Profile Link

Set the launch profile to use the Thin Client. This controls the launch of the Call Center
and Receptionist client applications from the CommPilot web portal.
 If Use Version is set to “current”, the latest version of the Thin Client is launched on
the Xtended Services Platform.
The launch profile can be set at the system level, service provider level, group level, or
user level. If set at the service provider level, then the setting is applicable for all users in
the service provider. If set at the group level, the setting is applicable for all users in the
group. Following are examples showing the setting of the launch profile at different levels.
Configuring the launch profile for a single user with a custom version
AS_CLI/SubscriberMgmt/User/ClientApplicationLaunchProfiles> add
user@domain callcenter true custom 22.0.11
...Done
AS_CLI/SubscriberMgmt/User/ClientApplicationLaunchProfiles> add
user@domain receptionist true custom 22.0.11
...Done

AS_CLI/SubscriberMgmt/User/ClientApplicationLaunchProfiles> get
user@domain

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 Client Application Enabled Use Version Version
=================================================
callcenter true custom 22.0.11
receptionist true custom 22.0.8

2 entries found.

Configuring the launch profile for a group

AS_CLI/SubscriberMgmt/Group/ClientApplicationLaunchProfiles> add
MyEnterpriseId MyGroupId callcenter true current
...Done
AS_CLI/SubscriberMgmt/Group/ClientApplicationLaunchProfiles> add
MyEnterpriseId MyGroupId receptionist true current
...Done

AS_CLI/SubscriberMgmt/Group/ClientApplicationLaunchProfiles> get
MyEnterpriseId MyGroupId
Client Application Enabled Use Version Version
=================================================
callcenter true current
receptionist true current

2 entries found.

Configuring the launch profile for an enterprise with a custom version

AS_CLI/SubscriberMgmt/ServiceProvider/ClientApplicationLaunchProfiles>
add MyEnterpriseId callcenter true custom 22.0.11
...Done
AS_CLI/SubscriberMgmt/ServiceProvider/ClientApplicationLaunchProfiles>
add MyEnterpriseId receptionist true custom 22.0.8
...Done

AS_CLI/SubscriberMgmt/ServiceProvider/ClientApplicationLaunchProfiles>
get MyEnterpriseId
Client Application Enabled Use Version Version
=================================================
callcenter true custom 22.0.11
receptionist true custom 22.0.8

2 entries found.

Configuring the launch profile at the system level

AS_CLI/SubscriberMgmt/ClientApplicationLaunchProfiles> set callcenter
useVersion current
...Done
AS_CLI/SubscriberMgmt/ClientApplicationLaunchProfiles> set receptionist
useVersion current
...Done

AS_CLI/SubscriberMgmt/ClientApplicationLaunchProfiles> get
Client Application Enabled Use Version Version
=================================================
callcenter true current
receptionist true current

2 entries found.

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 5.3 Additional Configuration Tasks

5.3.1 Device Management Configuration

The following table contains a list of system-defined Device Management tags that
correspond to various FAC codes.
Feature Access Code Device Configuration Tag

Forced Forwarding Activation %BWFAC-FORCED-FORWARDING-ACTIVATE-x%

Forced Forwarding Deactivation %BWFAC-FORCED-FORWARDING-DEACTIVATE-x%

Night Service Activation Manual Override %BWFAC-NIGHT-SERVICE-ACTIVATE-MANUAL-

OVERRIDE-x%

Night Service Deactivation Manual %BWFAC-NIGHT-SERVICE-DEACTIVATE-MANUAL-

Override OVERRIDE -x%

Make Call Center Call %BWFAC-MAKE-CALLCENTER_CALL-x%

Make Personal Call %BWFAC-MAKE-PERSONAL-CALL-x%

Agent Escalation %BWFAC-CALLCENTER-AGENT-ESCALATION-x%

Silent Monitoring %BWFAC-CALLCENTER-SILENT-MONITORING-x%

5.3.2 Miscellaneous System Parameters

The following are miscellaneous system parameters.
 Hunt group name prefix
The value of the removeHuntGroupNameFromCLID system parameter
(AS_CLI/Service/HuntGroup) has an impact on call centers. When this parameter is
disabled, the name of the call center is prefixed with the calling name when the call is
presented to the agent. If the parameter is enabled, the name of the call center is not
prefixed to the calling name when presenting the call to the agent.
If either one of the displayDNISNumber and displayDNISName options is enabled,
the value of the removeHuntGroupNameFromCLID system parameter has no effect.
When either one of the DNIS display options is enabled, the name of the call center is
not prefixed with the calling name when the call is presented to the agent regardless
of the value of the removeHuntGroupNameFromCLID parameter.
 Emergency CLID prefix
To indicate to the supervisor that the supervisor is receiving an emergency call, the
CLID information sent to the supervisor contains a special CLD prefix. The prefix
callCenterEmergencyCallCLIDPrefix (AS_CLI/Service/CallCenter) is a configurable
system-level parameter.
The default prefix is EMY-. For instance, if the name of the agent requesting an
emergency call is CC Bob, the CLID received by the supervisor is EMY-CC Bob.

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 6 Scalability and Redundancy

6.1 Centralized Database Deployment Models and Scaling

The Call Center Reporting schema resides on a centralized Database Server. All
Application Server clusters in the network write to the same schema instance. All Profile
Servers in the network read from the same centralized database and database schema
instance.
The Call Center Reporting schema is deployed on a standard Cisco BroadWorks
Database Server (DBS) platform using one of the supported deployment modes.
For more information on supported Database Server deployment modes, see the Cisco
BroadWorks Database Server Configuration Guide [6].

6.1.1 Call Center Reporting Database Scaling

For deployments using servers with internal disks, Cisco\BroadSoft has validated two
supported hardware configurations:
 Small: Support for up to 5,000 agents with a per-agent Erlang of 0.4 and an average
call hold time of 240 seconds
 Medium: Support for up to 10,000 agents with a per-agent Erlang of 0.4 and an
average call hold time of 240 seconds
For information on Call Center Database Server hardware requirements, see the Cisco
BroadWorks Platform Dimensioning Guide [11].
The Cisco BroadWorks System Capacity Planner [10] can be used to define the
customer-specific Call Center model which can then be used by the customer for
hardware selection.

6.2 Profile Server Deployment Models

The Profile Server hosts the CCReporting web application (reporting engine), the
CCReportingRepository web application (reporting repository), and the
CCReportingDBManagement application.
For smaller configurations with lower reporting capacity requirements, all three
applications can be deployed on a two-server cluster (one server per site for geographical
redundancy). File replication must be enabled between the two servers for the reporting
repository.
For larger configurations with higher reporting capacity requirements, the CCReporting
web application can be deployed on a dedicated n+1 configuration (one per site for
geographical redundancy). The CCReportingRepository and the
CCReportingDBManagement application can still be deployed on the same two-server
cluster (one server per site for geographical redundancy).
It should be noted that the reporting engine requires read-write access to the database
server. A manual failover of the Database Server may be required to ensure that the
CCReporting web application accesses the Database Server on the local site for the
purpose of report generation. For example, a preferred site failure triggers failover to the
alternate site, in which case report generation and read-write access to the Database
Server is now available from the alternate site. Once the preferred site failure is resolved,
report generation may resume on the preferred site. However, the Database Server does
not automatically roll back to the preferred site. A manual failover is required to ensure
that read-write access is available from the preferred site for the reporting engine.

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 6.3 Xtended Services Platform Deployment Models
For small configurations, a single Xtended Services Platform can be used with CommPilot
installed on the Xtended Services Platform.
For medium and large configurations, clusters of Xtended Services Platforms should be
used with CommPilot installed on separate Xtended Services Platforms.

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 7 Activation Workflow and Service Configuration

7.1 Required Pre-configuration

The following workflow assumes that the enterprise or business group is already created.
Enterprises with multiple sites (or groups) can have the call center created in any site;
however, if the call center supports multiple sites, it is suggested that it be part of the
“Front-Office” site for better management.
In addition, it is assumed that the users have been created with the minimum service set
as stated in the user types. Users can use any device for this solution; however, one that
has Advanced Call Control (ACC) provides the best usability.

7.2 Create Auto Attendant/IVR Entry Point

The Cisco BroadWorks Auto Attendant (AA) is the entry point to the call center and
provides an automated IVR that allows users to choose options that can direct them to the
correct ACD. A three-step process is used to create an Auto Attendant:
1) Create the Auto Attendant.
2) Configure the Business Hour menu.
3) Configure the After Hour menu.
Typically, it is the Auto Attendant that provides the Night Service function for ACDs
although there are Night Service capabilities that can be configured on individual ACDs.
Since the configuration of the Auto Attendant is done for other business purposes, the
details of configuration are not included in this document.

7.3 Create Agents and Supervisors

Agents are users in Cisco BroadWorks. The agents are required to have the services
assigned, as indicated in section 3.4 Call Center Agent.
Supervisors are also Cisco BroadWorks users in the system. The supervisors are
required to have the services assigned, as indicated in section 3.5 Call Center Supervisor.

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 7.4 Create Call Center
A customer can have one or many call centers that distribute the calls to the agents. The
expected workflow for the three different call center offerings is shown in the following
figure.

Call Center
List

Basic Call Standard Call Premium Call - Call Center Configuration is the basic
Center Configuration Center Configuration Center Configuration characteristics of the Call Center

Assign Assign Assign - Associate the agents created earlier to the Call
Agents Agents Agents Center
- Associate the supervisors created earlier to the
Configure Configure Call Center. Also associate agents to their
Supervisors Supervisors supervisors.
- Configure the primary phone number /
Configure Configure Configure extension. For DNIS, this is all the DNIS
Addresses Addresses DNIS numbers, aliases, priorities and additional
announcements.
Configure Configure Configure - Configure default announcements.
Announcements Announcements Announcements

Configure Configure - Configure stranded call behavior

Stranded Calls Stranded Calls

Configure Configure Configure - Configure Overflow Behavior

Overflow Overflow Overflow

Configure - Configure Night Service / Holiday Service

Configure
Night/Holiday
Unavailable Codes
Configure
Unavailable and - Configure Unavailable and Disposition codes
Disposition Codes
Configure - Configure Bounced Calls Processing
Bounced Calls

Configure - Configure Comfort Message Bypass

Comfort Msg Bypass

Figure 10 Queue Workflow

The steps involved in the creation of a call center are shown in the following section using
the Call Center Creation Wizard. All steps can also be performed via the web portal by
accessing the call center’s configuration page.

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 7.4.1 Step 1 – Configure Call Center Profile
The call center is the queue that distributes calls to the agents. This section describes the
attributes that should be set for the solution to perform correctly.

Figure 11 Call Center Profile for Premium Call Center

Attribute Configuration Type

Routing policy This policy determines if the queue should consider Agent Premium
skill levels when routing incoming calls to agents in the
group.

Call Distribution policy This policy determines how the system routes incoming All
calls to agents in the group.
If Routing policy is Skill-based, only the first three options
are available.

Bandwidth and quality of This determines the preferred codec to be used for call All
service (QOS) settings center announcements and Music On Hold.

Queue length The value is set to the number of callers to allow in queue All
before it overflows.

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 Attribute Configuration Type

Enable Video Support This must be set to “true” if the call center supports video All
for announcements and Music On Hold.

Allow callers to dial digit to This must be set to “true” if the caller is permitted to dial a All
escape out of the queue digit to escape out of the queue while hearing
announcements/Music On Hold.

Play ringing when offering call This must be set to “true” if ringing should be played to the All
caller when a call is offered to the agent.

Reset caller statistics upon This must be set to “true” if the preserved wait time of the All
entry to queue call is to be reset when a call is transferred from one call
center queue to the other.

Allow agents to join call This must be set to “true” for agents to log in to the queue All
centers to receive calls.

Allow Call Waiting on agents The value is set to: All

 “False” – For standard call centers
 “True” – For high-volume call centers

Enable calls to agents in wrap- Agents receive calls from the queue even in Wrap-up state Standard
up state when this option is enabled. Premium

Enable maximum ACD wrap- This sets the value for the wrap-up timer. Standard
up timer Premium

Automatically set agent state to This enables and sets the agent state after a call from a All
“x” after call drop-down list. If Unavailable state is chosen, the
unavailable code can also be chosen from the drop-down
list.

Automatically answer calls For calls to be automatically answered by an agent, enable Premium
after waiting for “x” seconds this option and choose the value in seconds.

Enable Call Center External To enable Enhanced Reporting for the call center, enable Standard
Reporting this option. Premium

7.4.2 Step 2 – Configure Addresses and/or DNIS Parameters

For Basic or Standard call centers, a single phone number and extension are configured.

Figure 12 Configure Addresses for Basic/Standard Call Centers

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 For Premium call centers, up to 64 DNISs can be configured. DNIS display and priority
settings are configured for the call center, while some DNIS attributes can be customized
for a given DNIS.

Figure 13 Configuring DNIS Parameters for Premium Call Center

Attribute Configuration Call Center Type

DNIS Display Settings Use these settings to indicate whether the DNIS name Premium
and/or number should be displayed to the agent when
a call is presented to the agent.

DNIS Priority Settings Determine the thresholds for promoting calls from one Premium
DNIS priority to another.
These settings are used to prevent starvation, where a
call could remain queued for a long time if there are
always calls coming into the queue with higher priority.

Once the DNIS parameters are set for a call center, the DNISs are added to the call
center. A primary DNIS is always pre-populated in the call center, and can be modified to
set the phone number, extension, and other attributes. Additional DNISs are also added
in this step.

Figure 14 Modify DNIS

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 Figure 15 Add DNIS

In addition to the phone number and extension, the attributes in the following table are
configured for each DNIS.
Attribute Configuration Call Center Type

Priority Select the priority of the DNIS from the following options: Premium
Highest, High, Medium, and Low.

Calling Line ID Optionally, provide a display phone number. This number Premium
is used instead of the DNIS phone number for display
purposes.

Use Custom Calling Select this option if a custom calling name should be used Premium
Name Settings for display purposes.

Allow Outgoing Call Select this option if agents staffing this call center are Premium
Center Call allowed to initiate outbound call campaigns for this DNIS.

There are three different ways to set the calling name presented to the agent for incoming
calls with the following settings:
 Display DNIS Name to agent when presenting call instead of Calling Name (See
DNIS Display settings in Figure 13 Configuring DNIS Parameters for Premium Call
Center).
 Use custom Calling Line name settings (See Figure 15 Add DNIS).
The following table gives a summary:
Display DNIS Name to agent
Use custom Calling
when presenting call instead Result
Line name settings
of Calling Name

disabled disabled The call center’s calling name followed by

the caller’s name is presented to the agent.
The inclusion of the call center’s calling
name is further controlled by the
removeHuntGroupNameFromCLID setting
per section 5.3.2 Miscellaneous System
Parameters.

enabled disabled Only the call center’s calling name is

presented to the agent. The inclusion of the
call center’s calling name is further
controlled by the
removeHuntGroupNameFromCLID setting
per section 5.3.2 Miscellaneous System
Parameters.

enabled enabled end configured The custom DNIS calling name is presented
to the agent.

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 7.4.3 Step 3 – Assign Agents
Agents who have the appropriate call center license appear on the list of agents who can
be assigned to the call center.

Figure 16 Assign Agents to Call Center

For Premium call centers where skill-based routing was chosen in Step 1 – Configure Call
Center Profile, agents must be assigned a skill level when they are assigned to the call
center.

Figure 17 Assign Agents to Call Center – Premium with Skill- based Routing Selected

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 7.4.4 Step 4 – Assign Supervisors
Any Cisco BroadWorks user in the company appears on the list of supervisors who can be
assigned to a call center. There are no specific user license requirements for a user to be
assigned to a call center. However, for an improved monitoring experience, supervisors
are expected to use the Cisco BroadWorks Supervisor client and be assigned the Cisco
BroadWorks Supervisor license.

Figure 18 Assign Supervisors to Call Center

7.4.5 Step 5 – Assign Agents to Supervisors

Agents may be assigned to multiple supervisors.

Figure 19 Assign Agents to Supervisor for Call Center

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 7.4.6 Additional Steps

7.4.6.1 Assign Services to Call Center

The Voice Messaging User service is required to be assigned to the call center.
The Voice Messaging User service allows the call center to have a voice messaging box
for overflow. Note that this assumes that Voice Mail is implemented within the group and
that External Voice Messaging is not being used.
In addition, if this call center is to receive calls that are unanswered in the Direct Agent
Access Overlay functionality, the Directory Number Hunting service must also be
assigned.

7.4.6.2 Configure Voice Messaging

Voice Messaging for the call center has a configuration that is similar to other users on the
system and is not detailed in this document. For more information, see the Cisco
BroadWorks Voice Messaging Solutions Guide [3].

7.4.6.3 Configure Directory Number Hunting (Optional)

This should only be configured if you are enabling the Direct Access to Agent functionality.
The Directory Number Hunting service directs unanswered calls to agents (to the
configured queue). Each agent to receive this functionality should be selected in one ACD
in the call center. An agent can only be in the Directory Number Hunting group.

7.4.6.4 Configure Routing Policies

Various routing policies such as the Stranded Calls, Stranded – Unavailable Calls,
Bounced Calls, Overflow Handling, Holiday Service, and Night Service policies are
configurable according to the call center.

Figure 20 Call Center Routing Policies

The following subsections provide more information on these policies.

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 7.4.6.4.1 Holiday Service

Figure 21 Holiday Service

The following table contains the various attributes for the Holiday Service policy.
Attribute Configuration Call Center Type

Action Specify the action to apply to calls during the Premium

holiday schedule.
The following actions are configurable:
 None
 Perform Busy treatment
 Transfer to phone number/SIP-URI
Holiday Schedule This is the schedule to be followed for the Premium
Holiday Service policy.

Play announcement before Set to “true” if an announcement is to be played Premium

holiday service action prior to holiday service action.

Announcements Select the audio or video files to play in the Premium

announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are
played in the order listed.

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 7.4.6.4.2 Night Service

Figure 22 Night Service

The following table contains the various attributes for the Night Service policy.
Attribute Configuration Call Center Type

Action Specify the action to apply to calls during the night Premium
schedule.
The following actions are configurable:
 None
 Perform Busy treatment
 Transfer to phone number/SIP-URI
Force Night Service Set to “true” to force night service regardless of night Premium
schedule.

Night Schedule This is the schedule to be followed for the Night Premium
Service policy.

Allow feature access codes to Set to “true” if FAC codes can manually override Night Premium
manually override night service Service policy.

Play announcement before Set to “true” if an announcement is to be played prior Premium

night service action to night service action.

Announcement to play in Two options for announcements are available to be Premium

manual override mode played when Night Service is manually overridden:
 Normal announcement
 Manual mode announcement

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 Attribute Configuration Call Center Type

Normal Mode Announcements Select the audio or video files to play in the normal Premium
mode announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in the
order listed.

Manual Mode Announcements Select the audio or video files to play in the manual Premium
mode announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in the
order listed.

7.4.6.4.3 Forced Forwarding

Figure 23 Forced Forwarding Policy

The following table contains the various attributes for the Forced Forwarding policy.
Attribute Configuration Call Center Type

Enable Forced Forwarding Set to “true” if Forced Forwarding is to be Premium

enforced.

Call forward to phone number Define where you would like calls forwarded. Premium

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 Attribute Configuration Call Center Type

Allow feature access codes to Specify whether feature access codes Premium
configure forced forwarding activate and deactivate the forced forwarding
of calls.

Play announcement before forced Set to “true” if an announcement is to be Premium

forwarding the call. played prior to forced forwarding the call.

Announcements Select the audio or video files to play in the Premium

announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are
played in the order listed.

7.4.6.4.4 Bounced Calls Policy

Figure 24 Bounced Calls Policy

The following table contains the various attributes for the Bounced Calls policy.
Attribute Configuration Call Center Type

Bounce calls after x rings Specify whether to bounce calls and Standard,
the number of rings to bounce the call Premium
after.

Transfer to phone number/SIP-URI Specify whether to transfer bounced Premium

calls and enter the phone number or
SIP URI to transfer the call to.

Bounce calls if agent becomes Specify whether to bounce calls to an Standard,

unavailable while routing the call agent who becomes unavailable. Premium

Alert agent if call is on hold for Specify whether to alert agents about Standard,
longer than “x” seconds held calls and specify the time in Premium
seconds after which to alert the agent.

Bounce calls after being on hold by Specify whether to bounce held calls Standard,
agent for longer than “x” seconds and enter the number of seconds after Premium
which a held call should be bounced.

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 7.4.6.4.5 Stranded Calls Policy

Figure 25 Stranded Calls Policy

The following table contains the various attributes for the Stranded Calls policy.
Attribute Configuration Call Center Type

Action Specify the action to be taken for stranded calls. Standard,

The following actions are applicable to a Standard call Premium
center:
 Leave in queue
 Perform Busy treatment
 Transfer to phone number/SIP-URI and then enter the SIP-
URI in the text box
The following actions are applicable to a Premium call
center:
 Leave in queue
 Perform Busy treatment
 Transfer to phone number/SIP-URI and then enter the SIP-
URI in the text box
 Night Service
 Play ringing until caller hangs up
 Play announcement until caller hangs up

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 Attribute Configuration Call Center Type

Announcements Select the audio or video files to play in the Premium

announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in the
order listed

7.4.6.4.6 Stranded-Unavailable Calls Policy

Figure 26 Stranded-Unavailable Calls Policy

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 The following table contains the various attributes for the Stranded-Unavailable Calls
policy.
Attribute Configuration Call Center Type

Action Specify the action to be taken for stranded- Standard,

unavailable calls. Premium
The following actions are applicable to a Standard
call center:
 Leave in queue
 Perform Busy treatment
 Transfer to phone number/SIP-URI and then enter
the SIP-URI in the text box
The following actions are applicable to a Premium
call center:
 Leave in queue
 Perform Busy treatment
 Transfer to phone number/SIP-URI and then enter
the SIP-URI in the text box
 Night Service
 Play ringing until caller hangs up
 Play announcement until caller hangs up
Announcements Select the audio or video files to play in the Premium
announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in
the order listed

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 7.4.6.4.7 Overflow Policy

Figure 27 Overflow Policy Attributes

The following table contains the various attributes for the Overflow policy.
Attribute Configuration Call Center Type

Action Specify the action to take for overflow calls. The Standard,
following actions are configurable: Premium
 Perform Busy treatment
 Transfer to phone number/SIP-URI and then enter the
SIP-URI to transfer the calls
 Play ringing until caller hangs up
Enable overflow after Set to “true” if the administrator would like to enable Standard,
calls wait “x” seconds the Overflow policy (Time). Specify the waiting time Premium
after which a call is considered an overflow.

Play announcement Set to “true” if an announcement is to be played prior Standard,

before overflow to Overflow policy action. Premium
processing

Announcements Select the audio or video files to play in the Standard,

announcement. Premium
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in the
order listed.

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 7.4.6.5 Configure Call Treatments
The following call treatments are configurable for a call center. For a Premium call center,
the call treatments can also be customized on a per-DNIS basis.
 Entrance Message
 Estimated Wait Message
 Comfort Message
 Music On Hold
 Call Whisper Message
 Comfort Bypass Message

7.4.6.5.1 Entrance Message

Figure 28 Call Center Entrance Message Announcement

The following table contains the various attributes configurable for the Entrance Message.
Attribute Configuration Call Center Type

Play entrance message Indicate whether the entrance message plays to All
queued callers.

Entrance message is Specify whether the entrance message is All

mandatory when played mandatory.

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 Attribute Configuration Call Center Type

Announcements Select the audio or video files to play in the All

announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played
in the order listed.

7.4.6.5.2 Estimated Wait Message (EWM)

Figure 29 Estimated Wait Message

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 The following table contains the various attributes configurable for the Estimated Wait
Message.
Attribute Configuration Call Center Type

Enable estimated wait message Enable or disable Estimated Wait Message. All

Play updated wait message Enable or disable the re-calculation and repetition of All
the Estimated Wait Message. If enabled, specify the
frequency of the announcement.

Message Options Select and configure the message option you want to All
use for this call center.
To announce their position in the queue to callers,
choose option to announce the queue position. Enter
the maximum queue position to play this
announcement to. The number must be from one
through 100.
To announce their approximate waiting time to callers,
choose option to Announce wait time. Enter the
maximum waiting time (in minutes) during which the
message can play. The number must be from one
through 100.

7.4.6.5.3 Comfort Message

Figure 30 Comfort Message

The following table contains the various attributes configurable for the Comfort Message.
Attribute Configuration Call Center Type

Play comfort message Indicate whether the comfort message plays to users. All

Time between messages Specify the time between messages. All

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 Attribute Configuration Call Center Type

Announcements Select the audio or video files to play in the All

announcement.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in the
order listed.

7.4.6.5.4 Music On Hold Message

Figure 31 Music On Hold

The following table contains the various attributes configurable for Music On Hold.
Attribute Configuration Call Center Type

Enable Music On Hold Indicate whether the music or video plays to callers. All

Music On Hold for Internal The administrator can configure different Music-On- Basic,
and External Calls Hold settings for internal and external calls. Standard

Announcements Select the audio or video files to play for Music On All
Hold.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in
the order listed.

External Source Configure an external source to play Music On Hold All

to the callers.

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 7.4.6.5.5 Call Whisper Message

Figure 32 Call Whisper Message

The following table contains the various attributes configurable for the Call Whisper
Message.
Attribute Configuration Call Center Type

Play call whisper message Indicate whether the whisper message plays to Premium
agents.

Announcements Select the audio or video files to play for Music On Premium
Hold.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in
the order listed.

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 7.4.6.5.6 Comfort Message Bypass

Figure 33 Comfort Message Bypass

The following table contains the various attributes configurable for the Comfort Message
Bypass.
Attribute Configuration Call Center Type

Play comfort message bypass Enable or disable Comfort message bypass. Premium

Estimated wait time in Specify the estimated waiting time before the Premium
seconds comfort message is skipped.

Play announcement after Specify whether the comfort message bypass Premium
ringing for “x” seconds announcement plays after ringing and then the
interval after which it plays.

Announcements Select the audio or video files to play for Music On Premium
Hold.
The following type of files can be chosen:
 Default
 URL (up to four URL addresses)
 Custom (up to four custom files)
NOTE: The URLs and files specified are played in
the order listed.

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 7.4.6.6 Configure Call Center Thresholds
Standard and Premium call centers have the option of setting “Yellow” and “Red”
threshold values for a set of queue-related statistics. When these thresholds are crossed
(increasing or decreasing severity), the severity is rendered visually in the corresponding
Agent / Supervisor clients by displaying those measurements in the respective colors on
the Dashboard. Additionally, an e-mail may be generated and sent to e-mail addresses
provisioned against that call center.

Figure 34 Call Center Thresholds

Attribute Configuration Call Center Type

Call Center Thresholds Set to “On” to use the provisioned values of Standard, Premium
Thresholds. When on, clients and e-mail addresses
(if provisioned) will receive a notification of threshold
crossings.

Calls In Queue - Yellow / Red If provisioned, specifies the number of queued calls, Standard, Premium
Threshold which will trigger yellow/red notifications.

Current Longest Waiting Call – If provisioned, specifies the wait time for the longest Standard, Premium
Yellow / Red Threshold waiting call in the queue, which will trigger a
yellow/red notification.

Estimated Wait Time – Yellow / If provisioned, specifies the estimated wait time Standard, Premium
Red Threshold (calculated) for the queue, which will trigger a
yellow/red notification.

Average Handling Time – Yellow / If provisioned, specifies the average handling time Standard, Premium
Red Threshold for the queue, which will trigger a yellow/red
notification.

Average Speed of Answer – If provisioned, specifies the average speed of Standard, Premium
Yellow / Red Threshold answer for the queue, which will trigger a yellow/red
notification.

E-mail Notification Set to true if an e-mail should be generated when Standard, Premium
thresholds are crossed.

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 Attribute Configuration Call Center Type

E-mail Addresses Provision up to eight e-mail addresses for notification Standard, Premium
of threshold crossings.

7.5 Managing Agent Assignments

A call center is often subject to agent churn in relation to call center and supervisor
assignments. This section describes the workflow associated with agent assignments.

7.5.1 Assign or Unassign Agent to or from Call Center

Before assigning an agent to a call center, the user must be assigned the appropriate call
center user license (Basic, Standard, or Premium). Once the license is assigned, then the
user can be assigned to a given call center where the assigned user license matches the
call center type.

Figure 35 Assign Agent to Call Center

Best Practice

If agents are assigned to multiple call centers, it is more efficient to set up the call centers first
and then go to this agent’s pages. This way they can be assigned in bulk to multiple call centers
in a single step.

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 If an agent is assigned to a Premium call center where skill-based routing is used, assign
the appropriate skill level per assigned call center.

Figure 36 Assign Agent Skill Level per Assigned Call Center

7.5.2 Assign/Unassign Agent to or from Supervisor

Before assigning agents to a supervisor for a specific call center, the supervisor must be
assigned to the call center.

Figure 37 Manage List of Supervised Agents per Call Center

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 Figure 38 Assign Agent to Supervisor for Given Call Center

7.6 Configure Agent

7.6.1 Create Agent Threshold Profiles (optional)

Standard and Premium call centers have the option of setting “Yellow” and “Red”
threshold values for a set of agent-related metrics. When these thresholds are crossed
(increasing or decreasing severity), the severity is rendered visually in the corresponding
Supervisor client by displaying those measurements in the respective colors on the
Dashboard. Additionally, an e-mail may be generated and sent to e-mail addresses
provisioned against the agent threshold profile.
Empty values mean the metric is not tracked and no notifications are sent.

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 Figure 39 Agent Threshold Profile

Attribute Configuration Call Center Type

Current Call State Idle Time – If provisioned, specifies an agent’s idle duration, which, Standard, Premium
Yellow / Red Threshold will trigger a yellow/red notification.

Current Call State On-call Time If provisioned, specifies an agent’s on-call duration, Standard, Premium
– Yellow / Red Threshold which will trigger a yellow/red notification.

Current Call State Unavailable If provisioned, specifies an agent’s unavailable Standard, Premium
Time – Yellow / Red Threshold duration, which will trigger a yellow/red notification.

Average Busy In – Yellow / Red If provisioned, specifies an agent’s average busy time Standard, Premium
Threshold on ACD calls which will trigger a yellow/red notification.

Average Busy Out – Yellow / If provisioned, specifies an agent’s average busy time Standard, Premium
Red Threshold on outbound ACD calls which will trigger a yellow/red
notification.

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 Attribute Configuration Call Center Type

E-mail Notification Set to true if an e-mail should be generated when Standard, Premium
thresholds are crossed.

E-mail Addresses Provision up to eight e-mail addresses for notification Standard, Premium
of threshold crossings.

7.6.2 Configure Agent Settings

Figure 40 Agent Configuration

The following table contains the various attributes configurable for the agent settings.
Attribute Configuration Call Center Type

Agent ACD State Set the agent’s ACD state from the ACD drop-down Standard, Premium
list. The agent can change the ACD state from the
web portal as well as from the client.

Agent Threshold Select the Agent Threshold Profile, which should be Standard, Premium
Profile applied to this agent.

Make Outgoing Call Select the agent’s outgoing calls setting. Premium

Guard Timer Select the agent’s guard timer settings. All

Settings  Select Default to use the default settings. This is set
by the administrator.
 Select User to override the default setting for the
user.

Agent Availability Select the agent’s availability settings.

Settings  Select Default to use the default agent’s availability
settings.
 Select User to override the default settings for the
agent.

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 Best Practice

The guard timer is used to provide a short interval between the time that a call ends and the time
that a new call is offered to the agent. The typical setting is 2 through 5 seconds.

The purpose is to allow the agent to properly transition to the Wrap-up state (if applicable)
and prevent a call from alerting the agent the instant they hang up on a call.

7.7 Enable Enhanced Reporting

Enhanced Reporting is disabled by default and must be enabled at the company level.
Note that Enhanced Reporting should only be enabled after it has been deployed on the
system. For more information, see section 5.1 Deploy Enhanced Reporting.

Figure 41 External Reporting Setting

Attribute Configuration

External Reporting To enable Enhanced Reporting, set the value to “Enhanced”.

7.8 Schedule Reports

System or company administrators schedule reports via the web portal. Any of the reports
enabled for the company may be scheduled.

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 7.8.1 Schedule Agent Report

Figure 42 Agent Report Schedule

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 Attribute Configuration

Report Template Name Select the report to be scheduled by choosing the appropriate report template.

Scheduling Details Select the time zone for the schedule and determine whether the schedule is a
recurring or a one-time execution.
 If it is a one-time execution, specify the date and time at which the report is to be run.
 If it is a recurrence, specify the date at which the scheduled report shall become
active and indicate the time at which the report should be run. Indicate the
recurrence period (daily, weekly, monthly, or yearly) and indicate the date at which
the scheduled report shall expire (if required).
Report Details Select the time zone for the schedule and the time frame for the report.
Indicate the sampling period (15 minute, 30 minute, 60 minute, daily, weekly, or
monthly) if the requested report template is interval-based, and indicate the start
day of week if the sampling period is set to “weekly”.
Indicate the report format, date format, and time format.

Agent Selection Select the agents to include in the report.

The list of agents includes former agents (that is, agents who have been removed
from the call center user license or agents who have simply been deleted from the
system). Records of former agents are included in reports if there are associated
entries in the database for the requested time frame.
Note that records of former agents are only accessible in reports scheduled by
administrators via the web portal. On-demand or scheduled reports requested by
agents or supervisors only include the current records of agents.

Performance Parameters Indicate the call completion and short duration call threshold values.
These values are only required for reports that make use of the performance
parameters.

Destination for Report Specify the list of e-mail destinations (up to 9) for the report.
Generation

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 7.8.2 Schedule Call Center Report

Figure 43 Call Center Report Schedule

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 Attribute Configuration

Report Template Name Select the report to be scheduled by choosing the appropriate report template.

Scheduling Details Select the time zone for the schedule and determine whether the schedule is a
recurring or a one-time execution.
 If it is a one-time execution, specify the date and time at which the report is to be run.
 If it is a recurrence, specify the date at which the scheduled report shall become active
and indicate the time at which the report should be run. Indicate the recurrence period
(daily, weekly, monthly, or yearly) and indicate the date at which the scheduled report
shall expire (if required).

Report Details Select By Call Center to schedule a Call Center Report.

Select the time zone for the schedule and the timeframe for the report.
Indicate the sampling period (15 minute, 30 minute, 60 minute, daily, weekly, or
monthly) if the requested report template is interval-based, and indicate the start day
of week if the sampling period is set to “weekly”.
Indicate the report format, date format, and time format.

Call Center Selection Select the call centers to include in the report.
The list of call centers includes former call centers (that is, call centers for which
external reporting has been deleted or call centers that have simply been deleted from
the system). Records of former call centers are included in reports if there are
associated entries in the database for the requested time frame.
Note that records of former call centers are only accessible in reports scheduled by
administrators via the web portal. On-demand or scheduled reports requested by
supervisors only include the current records of call centers.

Performance Parameters Indicate the service-level threshold values and parameters, the service-level objective,
and the abandoned call threshold values.
These values are only required for reports that make use of the performance
parameters.

Destination for Report Specify the list of e-mail destinations (up to 9) for the report.
Generation

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 7.8.3 Schedule DNIS Report

Figure 44 DNIS Report Schedule

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 Attribute Configuration

Report Template Select the report to be scheduled by choosing the appropriate report
Name template.

Scheduling Details Select the time zone for the schedule and determine whether the schedule is
a recurring or a one-time execution.
 If it is a one-time execution, specify the date and time at which the report is to
be run.
 If it is a recurrence, specify the date at which the scheduled report shall
become active and indicate the time at which the report should be run.
Indicate the recurrence period (daily, weekly, monthly, or yearly) and indicate
the date at which the scheduled report shall expire (if required).
Report Details Select By DNIS to schedule a Call Center Report. Select the time zone for
the schedule and the time frame for the report.
Indicate the sampling period (15 minute, 30 minute, 60 minute, daily, weekly,
or monthly) if the requested report template is interval-based, and indicate
the start day of week if the sampling period is set to “weekly”.
Indicate the report format, date format, and time format.

DNIS/CallCenter Select the call center and then the DNIS to include in the report.
Selection The list of agents includes former agents (that is, agents who have been
removed from the call center user license or agents who have simply been
deleted from the system). Records of former agents are included in reports
if there are associated entries in the database for the requested time frame.
Note that records of former entries are only accessible in reports scheduled
by administrators via the web portal. On-demand or scheduled reports
requested by agents or supervisors only include the current records of
agents.

Performance Indicate the service-level threshold values and parameters, the service-level
Parameters objective, and the abandoned call threshold values.
These values are only required for reports that make use of the performance
parameters.

Destination for Specify the list of e-mail destinations (up to 9) for the report.
Report Generation

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 8 Customization of Report Header and Footer

Administrators customize the headers and footers of reports by uploading a branding

template to Cisco BroadWorks. The branding template is an XSL-FO document that
defines the contents of headers and footers through the use of specific eXtensible Markup
Language (XML) tags. The XSL-FO file can be created using the Oracle BI Publisher
Desktop v11.1.1.3 for Windows in the same way that the style template is created.
The header and footer of a report are defined as sub-templates of the style template. The
style templates of all canned reports refer to the getHeader and getFooter sub-templates
defined in the branding template.
The following figure shows the rich text format (RTF) representation of the default
branding template. The header and footer can be customized by editing the
corresponding regions and regenerating the branding template using the BI Publisher
menu option Export → XSL-FO Stylesheet.

Figure 45 RTF Representation of Default Branding Template

Once the branding template is regenerated using the BI Publisher plug-in, the
administrator uploads the XSL-FO style sheet to Cisco BroadWorks via the web portal.
The following figure shows the web portal page for an enterprise. Custom branding
templates can be defined at the system level and at the enterprise level.

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 Figure 46 Enterprise Report Branding Page

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 9 Troubleshooting

This section describes common problems and suggests possible solutions.

9.1 Call Center and Receptionist Client

Problem Likely Cause Suggested Action

Unable to log in to the The default domain on the Call Verify that the default domain set in the Call
client. Center and/or Receptionist Center CLI and/or Receptionist CLI matches the
application does not match the default domain of the system.
system default domain.
If the following error message is Verify that the Xtended Services Platform IP
seen in the client log file, it address is in the Application Server CLI
indicates an access control list (System/NetworkAccessLists/OCI/Provisioning).
(ACL) problem:
SEVERE:
BwCommunicationMgr:
Failed to register OCI-P protocol

If the following message is seen Verify the following configuration:

on the login screen, then the
application is not configured  The network access list for OCI Call Control in
correctly: the Application Server CLI
(System/NetworkAccessLists/OCI/CallControl)
Real time event delivery is not has the Xtended Services Platform hosting Xsi-
configured correctly. Please Events.
contact your service provider.  The application ID is mapped to the Xtended
Services Platform(s) hosting application in the
network access list for OCI Call Control in the
Application Server CLI
(System/NetworkAccessLists/OCI/CallControl/A
pplication).

Verify that the Application Server CLI setting for

If the following message is seen
the ClientApplicationLaunchProfile is set to use
on the login screen, it indicates a
the Thin Client. The UseVersion in the profile
launch profile configuration
should be set to “current”.
problem:
Your launch profile is not
configured to use the thin web
client.

Reporting link is not Call centers (are) not configured From the CommPilot web portal, make sure that
showing up in the for reporting. the call center profile for each call center has
client. either external reporting enabled.

Report request times HTTP time-out set to low. The HttpSocketTimeout in the client CLI should
out for Call Center be increased. It defaults to 60000 milliseconds
client. (1 minute).

Wrong version of client The client application launch Verify the AS_CLI for the
is launched from web profile is set to the wrong value. ClientApplicationLaunchProfile to ensure the
portal. application version is set correctly for the user,
group, service provider, and/or system.

Hosted Thin Client is The client application launch URL Verify that the CommPilot
not launched even on the Xtended Services Platform ClientApplicationLaunchURL on the Xtended
though is not set correctly. Services Platform CLI is set correctly.
ClientApplicationLaunc
hProfile in Application
Server is set correctly

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 Problem Likely Cause Suggested Action

User is logged out User is not being redirected to the Verify that the Xtended Services Platform CLI for
while using the client. same Xtended Services Platform the HTTP interface configuration on each
in a clustered configuration Xtended Services Platform in the cluster is set to
redirect any requests to the cluster FQDN to its
own host address.

Report templates are Public reporting is not configured Verify that the public reporting context in the Call
not showing up in the correctly. Center CLI is set correctly.
Call Center client. Verify that the supervisor user who is logged in is
assigned as a supervisor or agent of at least one
call center.

An error message is The user for the call has migrated The client resets itself on the next call update it
seen in the client when to the secondary Application receives from the server for any call or when
an action is taken on a Server in a redundant Application logging back into the client.
call. Server configuration due to
failover.

9.2 Enhanced Reporting

Problem Likely Cause Suggested Action

A report request is After deploying Enhanced Verify the configuration of the Database Server
failing with the Reporting for the first time, this for the CCReporting web application (for more
following error error might indicate that the information, see section 5.1.4 Install Reporting
message: database is not configured Engine).
[Error 3002] Database correctly for the CCReporting web Inspect the CCReporting web application logs to
not available. Cause: application. verify the status of the database connection.
Read/write access to Post initial deployment, it should If the “bweccr” schema password is not
database schema is be noted that this is an expected configured correctly, the following entry is in the
not available. error if the Database Server is log file, in particular in the CommonPersistency
currently in the process of failing input channel:
over from one site to another.
The CCReporting web application SCHEMA: Could not connect to bweccr (invalid
requires a read-write connection password).
to the “bweccr” database schema In this case, use the CLI
for report generation. (Applications/CCReporting/Database/Schemas)
to reset the “bweccr” schema password to the
appropriate value.
If the password is not configured correctly for a
longer period, then it is possible for the “bweccr”
schema to become locked.
SCHEMA: Could not connect to bweccr
(account locked).
In this case, use the CLI (Applications
/CCReporting/Database/Schemas) to reset the
“bweccr” schema password to the appropriate
value. Then use the dbsctl tool from the
Database Server to unlock the “bweccr” schema.
dbsctl account unlock expired
The following entry appears in the log file, in
particular in the CommonPersistency input
channel, if the application is connecting properly
to the “bweccr” schema.
SCHEMA: bweccr Access status change from
SCHEMA_NA to SCHEMA_RW.

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 Problem Likely Cause Suggested Action

After deploying This is an indication that the Verify the configuration of the Database Server
Enhanced Reporting Application Server is not on the Application Server. (For more
as described in connecting to the “bweccr” information, see section 5.1.8 Configure Enhanced
section 5.1 Deploy schema on the Database Server. Reporting on Application Server.)
Enhanced Reporting, This can be caused by the Inspect the Execution Server (XS) logs to verify
report requests are following: the status of the database connection.
failing with the
following error  The database is not configured If the “bweccr” schema password is not
message: correctly on the Application configured correctly, the following entry is in the
Server. log file, in particular in the CommonPersistency
[Error 3069] No  The database was configured input channel:
agents found for the properly, but agent, call center,
report. SCHEMA: Could not connect to bweccr (invalid
DNIS, and supervisor password).
[Error 3070] No call information are not
centers found for the synchronized on the centralized In this case, use the CLI
report. database. This can occur if (Applications/ExecutionAndProvisioning/XS/Data
Enhanced Reporting is enabled base/Schemas) to reset the “bweccr” schema
for a group/enterprise prior to password to the appropriate value.
configuring the centralized If the password is not configured correctly for a
database for the first time. longer period, then it is possible for the “bweccr”
 The database was configured schema to become locked.
properly, prior to enabling SCHEMA: Could not connect to bweccr
Enhanced Reporting for the (account locked).
group or enterprise, but external
reporting is not enabled for the In this case, use the CLI
relevant call centers. Enabling (Applications/ExecutionAndProvisioning/XS/Data
external reporting on a call base/Schemas) to reset the “bweccr” schema
center ensures that supervisor password to the appropriate value. Then use the
to agent, call center, and DNIS dbsctl tool from the Database Server to unlock
relationships are stored on the the “bweccr” schema.
centralized database. dbsctl account unlock expired
The following entry appears in the log file, in
particular in the CommonPersistency input
channel, if the application is connecting properly
to the “bweccr” schema.
SCHEMA: bweccr Access status change from
SCHEMA_NA to SCHEMA_RW
If the Application Server connects properly to the
“bweccr” schema and the problem still exists,
then verify that external reporting is enabled on
the relevant call centers. For more information,
see section 7.4.1 Step 1 – Configure Call Center
Profile.
If external reporting is enabled for the relevant
call centers, then use the CLI
(System/Util/EnhancedReporting) to
resynchronize the group or enterprise call center
information to the Database Server.

9.3 Database Site Status

The validate command of the .../Database/Databases/Sites CLI level is used to display the
status of the sites.
This section provides a description of the site status and recommends actions that help
validate the configuration of the sites and the connection to the Database Server.
Status Description Suggested Action

Primary The primary database resides on None

this site.

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 Status Description Suggested Action

Standby The standby database resides on None

this site.

Not Available A database is not available on Verify that the database is installed and working
this site or is not running. properly and that Cisco BroadWorks is running
on the site's nodes.

Unreachable This site or the database listener Check the network connection to the site and
is unreachable. make sure that Cisco BroadWorks is running on
the site's nodes.

Password Mismatch The password set in the CLI does Reset the password for the database in the CLI.
not match the password set for
the database.

9.4 Database Schema Status

The validate command of the .../Database/Schemas/Instances CLI level is used to display
the status of the schemas.
This section provides a description of schema status and recommends actions that help
validate the configuration of the schemas and the connection to the Database Server.
Status Description Suggested Action

Read/Write Read and write access is None

provided for the schema.

Read Only Read-only access is provided for None

the schema.

Not Available The schema is not available.  Check the status of the site. If the status of the
site is "Not Available", "Password Mismatch", or
"Unreachable", address the corresponding
issues until the status displays "Primary" or
"Standby" indicating that the site is available.
 When the site is available, use the get command
at the Database Server CLI
Applications/DbManagement/DbManager/Sche
mas level to verify if the schema exists.
 If the schema does not exist, use the deploy
command to deploy the schema to the
database.
Password Mismatch The password set in the CLI does Check the network connection to the site and
not match the password set for make sure that Cisco BroadWorks is running on
the schema. the site's nodes.

Account Locked The schema account is locked. Unlock the schema account at the Database
Server.

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 10 Archiving Reporting Data

The CCReportingDBManagement application on the Profile Server is responsible for

archiving older data on the CCReportingRepository.
Data purging occurs on a daily basis based on the data retention parameters. The
purgeExecutionTime option determines the time at which the purging task is started.
The purged data are stored on the Call Center Reporting repository. The
reportingRepositoryAddress configuration option specifies the address of the Profile
Server hosting the Repository web application.
The data retention parameters can be set for the following type of data:
 Quarter-hourly Intervals – The quarterHourIntervalDataRetention parameter
determines the number of days (30 through 90) before the data is purged from the
database. By default, the quarter-hourly interval data are maintained in the database
for 90 days.
 Half-hourly Intervals – The halfHourIntervalDataRetention parameter determines the
number of days (30 through 731) before the data is purged from the database. By
default, the half-hourly interval data are maintained in the database for 90 days.
 Hourly Intervals – The hourlyIntervalDataRetention parameter determines the number
of days (30 through 731) before the data is purged from the database. By default, the
hourly interval data are maintained in the database for 397 days.
 Detail Data – The detailDataRetention parameter determines the number of days (30
through 90) before the data is purged from the database. By default, the detail data
are maintained in the database for 30 days. Detail data include such things as
disposition codes entered, unavailable codes used, call details, and so on.
 Sign-In/Sign-Out Data – The signInOutDataRetention parameter determines the
number of days (30 through 397) before the data is purged from the database. By
default, the sign-in/sign-out events are maintained in the database for 90 days.
The data retention parameters are configured on the Profile Server.
Example
PS_CLI/Applications/CCReportingDBManagement/DataRetention> get
QuarterHourIntervalDataRetention = 90
HalfHourIntervalDataRetention = 90
HourlyIntervalDataRetention = 397
DetailDataRetention = 30
SignInOutDataRetention = 90
ReportingRepositoryAddress = http://ps.domain.net/ccreportingrepository
PurgeExecutionTime = 02:05:00
…Done

The CCReportingDBManagement application is deployed in a cluster model. However,

the data-purging task needs to be performed by a single application. The applications in
the cluster run an election process among themselves to ensure that one and only one
application runs the task.

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 10.1 Reporting Repository
The reporting repository root address used by the Call Center Reporting application is
defined by the reportingRepositoryAddress configuration parameter. Purged data
archives are stored in the following path:
<root>/DataArchive/

… where:
<root> The configured reportingRepositoryAddress.

10.2 Compressed Archive Format

Standard ZIP format is used as the compression archive for the per-table comma
separated value (CSV) files created during a data purge interval. ZIP compression is
quick and effective for the call center data set. In addition, it is prevalent in the industry
and it is supported by a wide variety of applications on every common operating system
(OS).
Compressed archive file names are formatted as follows:
<ver>-<yyyy><mm><dd><HH><MM>.zip

… where:
<ver> One or more digits that represent the database schema version from
which the purged data was extracted
<yyyy> The four-digit year
<mm> The two-digit month number of the year (01 through 12)
<dd> The two-digit day number of the month (01 through 31)
<HH> The two-digit hour in 24-hour format (00 through 23)
<MM> The two-digit minute (00 through 59)

10.2.1 Purged Data File Format

Data purged from the database are written to CSV files on a per-table basis.
Per-table CSV entries in the compressed archive are named as follows:
<table>-<ver>-<yyyy><mm><dd><HH><MM>.csv

… where:
<table> The name of the table in the database
<ver> One or more digits that represent the database schema version from
which the purged data was extracted
<yyyy> The four-digit year
<mm> The two-digit month number of the year (01 through 12)
<dd> The two-digit day number of the month (01 through 31)
<HH> The two-digit hour in 24-hour format (00 through 23)
<MM> The two-digit minute (00 through 59)

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 10.2.2 CSV Formatting Rules
Generally accepted CSV formatting rules are used for the purged data files. These rules
are as follows:
 The first line in the file is a header row. It contains the column name of each field for
each line that follows.
 Subsequent lines are formatted one line per table row.
 Each line is terminated with a carriage return and line feed pair
(ASCII/CRLF=0x0D 0x0A).
 Fields are separated with commas.
 Fields with embedded commas are delimited with double-quote characters.
 Fields with double-quote characters are delimited with double quotes, and the
embedded double-quote characters are represented as a pair of double quotes.
 Fields that contain line breaks are delimited with double-quote characters. At this
time, no data elements are expected to contain line break sequences.
 Fields that contain leading or trailing white space are delimited with double-quote
characters.
No version number is included in the file (although the file name does contain this
information). Column names are ultimately identified by the column heading line at the top
of each file.
Comment lines are not supported or included in the file. It is not generally acceptable to
place comments in a CSV file, and applications such as Microsoft Excel do not properly
handle comments.

10.2.3 File Column Definitions

The following tables define the column definitions for each CSV file. They largely match
the columns as defined in the database with irrelevant data removed.
File: ACTIVITY_AGENT_CALLS
Column Name Description

INCOMPLETE This field keeps track of the calls in progress.

AGENT_UID This field uniquely identifies an agent in the AGENTS table.

LOCAL_CALLID The local call identifier is reported in the call detail record (CDR).

START_TIME This field contains a time stamp capturing the time at which the call was
originated or received.

RELEASE_TIME This field contains a time stamp capturing the time at which the call was
released by the agent or remote party.

CALL_TYPE This field contains the call type.

CC_WAIT_TIME This field contains the amount of time that a caller waited on a call
center queue before being offered to the agent. This value is in seconds
and does not contain the ring time associated with the call. It is only
present for an inbound call center call.

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 Column Name Description

ANSWER_TIME This field contains a time stamp capturing the time at which the call was
answered by the agent or remote party.

TALK_TIME This field contains the amount of time the call was in a connected state.
It does not include the ring time or held time.

HOLD_TIME This field contains the amount of time (cumulative) that the call was held,
excluding the current holding period, if applicable.

WRAPUP_TIME This field contains the amount of time (cumulative) that the call was in
the Wrap-up state.

REDIRECT_TIME This field contains a time stamp capturing the time at which the call was
redirected by the agent.

File: ACTIVITY_AGENT_CALL_DETAILS
Column Name Description

AGENT_UID This field uniquely identifies an agent in the AGENTS table.

CALL_TYPE_ENUM This is the detailed call type value.

REMOTE_NUMBER This is the number calling the agent or the number the agent called.

NUMBER_CALLED This is the DNIS or queue number the caller used (only valid for
incoming ACD calls).

NETWORK_CALLID This is the network call identifier as reported in the CDR.

LOCAL_CALLID This is the local call identifier as reported in the CDR.

REMOTE_CALLID This is the remote side call identifier used for call correlation.

SIGNED_IN The value set to “T” indicates that the agent who offered the call was
signed in to the call center.

REDIRECT_NUMBER This is the number the call is redirected to.

REDIRECT_TO_QUEUE The value set to “T” indicates that the call was redirected to another
queue.

REDIRECT_CALL_TYPE The value set to “T” indicates that the call was transferred within the
enterprise/group.

PERSONALITY The value set to “O” indicates that the call was originated. T indicates
the call was received.

DNIS_UID This refers to a unique DNIS in the DNIS table.

ESCALATION The value set to “S” indicates standard escalation on the call whereas
the value set to “E” indicates emergency escalation for the call.

DISPOSITION_CODES This is a comma-separated list of disposition codes associated with the

agent/call.

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 Column Name Description

AGENT_SKILL This captures an agent’s skill level in the queue.

File: ACTIVITY_AGENT_STATE
Column Name Description

AGENT_UID This identifies an agent uniquely in the AGENTS table.

AGENT_STATE This is the state of the agent.

START_TIME This is the time the agent entered into this state.

END_TIME This is the time the agent transitions out of this state.

UNAVAILABLE_CODE This is the unavailable code used in the state.

WRAPUP_CALLID This is the call associated with the agent state.

File: ACTIVITY_AGENT_SIGNIN_SIGNOUT
Column Name Description

AGENT_UID This identifies an agent uniquely in the AGENTS table.

SIGNIN_TIME This is the time the agent signed in.

SIGNOUT_TIME This is the agent signed out.

File: ACTIVITY_CC_CALLS
Column Name Description

INCOMPLETE This field keeps track of the calls in progress.

SEQUENCE This is the sequence number from the Xtended Services Interface (Xsi)
event. It is used to keep track of the sequence of the last packet that
updated this row.

DNIS_UID This refers to a unique DNIS in the DNIS table. The call intended for the
call center is identified on a per-DNIS basis.

LOCAL_CALLID This is the local call identifier as reported in the call detail record (CDR).

START_TIME This field contains a time stamp capturing the time at which the call was
originated or received.

END_TIME This field contains a time stamp capturing the time at which the call is
removed from the queue.

INCOMING This field indicates whether the call was incoming to the ACD.

REMOVE_REASON This field contains the reason why the call is removed from the queue.

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 Column Name Description

WAIT_TIME_IN_QUEUE This is the call’s wait time in the queue. This wait time includes any
preserved wait time if the call was in other queues.

BOUNCED_COUNT This is the number of times this call was bounced.

TALK_TIME This is the time an agent spends talking on the call. It does not include
hold time.

HOLD_TIME This is the total time the call was put on hold by the answering agent.

WRAPUP_TIME This is the time spent in after-call work (related to this call) by the
answering agent.

OFFER_TIME This is the time the call was offered to an agent who eventually answers
the call.

OFFER_COUNT This is the number of times the call was offered to agents.

OVERFLOW_DNIS_UID This uniquely identifies the call center from where the call overflowed.

OVERFLOW_REASON_ This field keeps track of the calls in progress.

SIZE

File: ACTIVITY_CC_CALL_DETAILS
Column Name Description

DNIS_UID This refers to a unique DNIS in the DNIS table. The call intended for
the call center is identified on a per-DNIS basis.

REMOTE_NUMBER This is the number calling the ACD.

NUMBER_CALLED This is the DNIS or queue number the caller used (only valid for
incoming ACD calls).

NETWORK_CALLID This is the network call identifier as reported in the CDR.

LOCAL_CALLID This is the local call identifier as reported in the CDR.

REMOTE_CALLID This is the remote side call identifier, used for call correlation.

REDIRECT_NUMBER This is the transfer number if the call was transferred by a supervisor.

REDIRECT_NUMBER_ This is the transfer number if the call was transferred by the answering
AGENT agent.

AGENT_REMOTE_ This is the call identifier for the agent who answered the call.
CALLID

AGENT_NETWORK_ This is the network call identifier for the agent who answered the call.
CALLID

AGENT_SKILL This captures an agent’s skill level in the queue.

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 File: ACTIVITY_CC_JOIN
Column Name Description

AGENT_UID This identifies an agent uniquely in the AGENTS table. It is the ID of the
agent who is joining/leaving the call center.

DNIS_UID This identifies a call center uniquely in the DNIS table.

JOIN_STATE This identifies the state of the agent.

START_TIME This is the time the agent entered into this state.

END_TIME This is the time the agent transitions out of this state.

Files: INTSTATS15_AGENT/INTSTATS30_AGENT/INTSTATS60_AGENT
Column Name Description

AGENT_UID This identifies an agent uniquely in the AGENTS table. It is the ID of

the agent for whom the statistics are being stored, for the interval
indicated by the start time.

START_TIME This is the interval start time.

RP_CALLS_ This is the number of route point calls that were answered by the agent.
ANSWERED

OUTBOUND_RP_ This is the number of outbound route point calls made by this agent,
CALLS_ANSWERED which were answered.

INBOUND_CALLS_ This is the number of inbound calls (excluding call center calls and
ANSWERED internal calls) that were answered by the agent.

OUTBOUND_CALLS_ This is the number of outbound calls made by this agent, which were
ANSWERED answered.

INTERNAL_CALLS_ This is the number of internal calls made or received by the agent,
ANSWERED which were answered.

NUM_UNAVAILABLE This is the number of times the agent was unavailable.

NUM_WRAPUP This is the number of times the agent was in wrap-up.

NUM_SIGNIN This is the number of times the agent has signed in.

LONGEST_RP_CALL This is the longest route point call the agent is involved in.

LONGEST_OUTBOUN This is the longest outbound route point call the agent is involved in.
D_RP_CALL

LONGEST_INBOUND_ This is the longest inbound call the agent is involved in.
CALL

LONGEST_OUTBOUN This is the longest outbound call the agent is involved in.
D_CALL

LONGEST_INTERNAL_ This is the longest internal call an agent is involved in.

CALL

TOTAL_INBOUND_ This is the total length of this agent’s inbound calls during the reporting
CALL_TIME period.

TOTAL_OUTBOUND_ This is the total length of this agent’s outbound calls during the reporting
CALL_TIME period.

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 Column Name Description

TOTAL_INTERNAL_ This is the total length of this agent’s internal calls during the reporting
CALL_TIME period.

TOTAL_TALK_TIME This is the total length of time that the agent spent talking (for ACD
calls). This does not include hold time or ring time.

TOTAL_HOLD_TIME This is the total length of time that the agent put incoming ACD calls on
hold during the reporting period.

TOTAL_IDLE_TIME This is the time during the collection interval that the agent was in the
Available state and not on a call.

TOTAL_WRAPUP_ This is the time that the agent spent in Wrap-up state during the
TIME reporting period.

TOTAL_SIGNED_IN_ This is the time that the agent was signed in during the reporting period.
TIME This includes time spent in all agent states other than Sign-out.

TOTAL_AVAILABLE_ This is the time that the agent was in the Available state during the
TIME reporting period.

TOTAL_UNAVAILABLE This is the time that the agent was in the Unavailable state during the
_TIME reporting period.

TOTAL_UNAVAILABLE This is the time that the agent was in the Unavailable state during the
_TIME_NOCODE reporting period but the agent did not enter any code.

Deprecated Files:
INTSTATS15_AGENT_DNIS/INTSTATS30_AGENT_DNIS/INTSTATS60_
AGENT_DNIS
Files:
INTSTATS15_AGENT_DNIS_SKILL/INTSTATS30_AGENT_DNIS_SKILL/INTSTATS6
0_AGENT_DNIS_SKILL

Note on Release 19 deprecated csv formats:

Statistics captured prior to a Release 19 upgrade will be exported and purged using the
deprecated INTSTATSXX_AGENT_DNIS file definitions as their age exceeds the configured
retention values. Eventually, all such statistics will be purged and the
INTSTATSXX_AGENT_DNIS definitions will no longer be used.

Statistics captured after a Release 19 upgrade will be exported and purged using the new
INTSTATSXX_AGENT_DNIS_SKILL file definitions as their age exceeds configured retention
values.

Fresh Release 19 installs will never export statistics using the deprecated
INTSTATSXX_AGENT_DNIS file definitions. The INTSTATSXX_AGENT_DNIS_SKILL file
definitions are used exclusively.

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 Column Name Description

AGENT_UID This identifies an agent uniquely in the AGENTS table. It is the ID of the
agent for whom the statistics are being stored for the interval indicated
by the start time.

DNIS_UID This identifies a DNIS uniquely in the DNIS table. It is the ID of the
DNIS on which the statistics are based.

START_TIME This is the interval start time.

CC_CALLS_ This is the number of call center calls that were presented to the agent.
PRESENTED A presented call is a call that is routed from a queue to an agent (rings
the agent or attempts to ring the agent).

CC_CALLS_ This is the number of call center calls that were answered by this agent.
ANSWERED

CC_OUTBOUND_ This is the number of outbound call center calls placed by this agent,
CALLS_ANSWERED which are answered.

CC_CALLS_HELD This is the number of times the agent put inbound call center calls on
hold. A call center call that was put on hold twice still only increments
the counter by one.

CC_CALLS_ This is the number of times the agent transferred inbound call center
TRANSFERED calls.

CC_NUM_STD_ This is the number of times the agent escalated to a supervisor.

ESCALATIONS

CC_NUM_EMG_ This is the number of times the agent initiated an emergency call to a
ESCALATIONS supervisor.

LONGEST_CC_CALL This is the longest ACD call an agent is involved in.

LONGEST_CC_ This is the longest outbound call an agent is involved in when made as
OUTBOUND_CALL an ACD call.

TOTAL_CC_CALL_TIME This is the total length of this agent’s ACD calls during the reporting
period.

TOTAL_OUTBOUND_ This is the total length of this agent’s outbound calls acting as an ACD
CC_CALL_TIME during the reporting period.

TOTAL_CC_TALK_TIME This is the total length of time that the agent spent talking (for ACD
calls). This does not include hold time or ring time.

TOTAL_CC_HOLD_ This is the total length of time that the agent put incoming ACD calls on
TIME hold during the reporting period.

NUM_CC_ This is the number of calls tagged with the disposition code and
DISPOSITION_CALLS completed during the reporting period. Note that if a call is tagged twice
with the same disposition code, it counts as two calls.

TOTAL_STAFFED_TIM This is the time that the agent was logged in to the ACD during the
E reporting period.

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 Files:
INTSTATS15_AGENT_DNIS_SKILL/INTSTATS30_AGENT_DNIS_SKILL/INTSTATS6
0_AGENT_DNIS_SKILL
Column Name Description

AGENT_UID Identifier referring to a unique agent in the AGENTS table.

DNIS_UID Identifier referring to a unique DNIS in the DNIS table.

AGENT_SKILL Skill level of the agent in the call center owning the DNIS identified
by DNIS_UID. If that call center is a priority-based call center, this
value will be 0.
If the skill level is changed in the call center during the interval, there
will be a separate row for each unique skill level.

START_TIME This is the interval start time.

CC_INBOUND_CALLS_P This is the number of call center calls that were presented to the
RESENTED agent at skill level AGENT_SKILL. A presented call is a call that is
routed from a queue to an agent (rings the agent or attempts to ring
the agent).

CC_INBOUND_CALLS_A This is the number of call center calls that were answered by this
NSWERED agent at skill level AGENT_SKILL.

CC_OUTBOUND_CALLS_ This is the number of outbound call center calls placed by this agent
ANSWERED at skill level AGENT_SKILL that are answered.

CC_INBOUND_CALLS_B This is the number of times an inbound call center call bounced when
OUNCED offered to the agent at skill level AGENT_SKILL.

CC_INBOUND_CALLS_H This is the number of times the agent put inbound call center calls,
ELD answered at skill level AGENT_SKILL, on hold. A call center call that
was put on hold twice still only increments the counter by one.

CC_INBOUND This is the number of times the agent transferred inbound call center
CALLS_TRANSFERED calls answered at skill level AGENT_SKILL.

CC_LONG_HOLD_BOUN This is the number of times inbound call center calls bounced
CED_CALLS because of a long hold condition for calls answered by the agent at
skill level AGENT_SKILL.

NUM_CC_DISPOSITION_ This is the number of calls, answered at skill level AGENT_SKILL,

CALLS tagged with a disposition code and completed during the reporting
period. Note that if a call is tagged twice with the same disposition
code, it counts as two calls.

LONGEST_CC_INBOUND This is the longest ACD for each agent, answered at skill level
_CALL AGENT_SKILL.

LONGEST_CC_OUTBOU This is the longest outbound call an agent is involved in when made
ND_CALL as an ACD call at skill level AGENT_SKILL.

TOTAL_CC_INBOUND_C This is the total length of this agent’s ACD calls, answered at skill
ALL_TIME level AGENT_SKILL, during the reporting period.

TOTAL_OUTBOUND_CC_ This is the total length of this agent’s outbound calls acting as an
CALL_TIME ACD at skill level AGENT_SKILL during the reporting period.

TOTAL_CC_INBOUND_TA This is the total length of time that the agent spent talking for ACD
LK_TIME calls answered at skill level AGENT_SKILL. This does not include
hold time or ring time.

TOTAL_CC_OUTBOUND_ This is the total length of time that the agent spent talking, for
TALK_TIME outbound ACD calls made at skill level AGENT_SKILL. This does
not include hold time or ring time.

TOTAL_CC_INBOUND_H This is the total length of time that the agent put incoming ACD calls,
OLD_TIME answered at skill level AGENT_SKILL, on hold during the reporting

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 Column Name Description
period.

TOTAL_CC_OUTBOUND_ This is the total length of time that the agent put outbound ACD calls,
HOLD_TIME made at skill level AGENT_SKILL, on hold during the reporting
period.

TOTAL_STAFF_TIME This is the time that the agent was logged in to the ACD at skill level
AGENT_SKILL during the reporting period.

Files: INTSTATS15_AGENT_UNAVAIL_CODE/INTSTATS30_AGENT_UNAVAIL_
CODE/INTSTATS60_AGENT_UNAVAIL_CODE
Column Name Description

AGENT_UID This identifies an agent uniquely in the AGENTS table. It is the ID of the
agent for whom the statistics are being stored, for the interval indicated
by the start time.

START_TIME This is the interval start time.

UNAVAILABLE_CODE This is the unavailable code in consideration.

NUM_TIMES_CODE_ This is the number of times the agent used the code during the reporting
USED period.

TOTAL_CODE_ This is the total duration the agent was using this particular code during
DURATION the reporting period.

Files: INTSTATS15_AGENT_DISP_CODE/INTSTATS30_AGENT_DISP_CODE/
INTSTATS60_AGENT_DISP_CODE
Column Name Description

AGENT_UID This identifies an agent uniquely in the AGENTS table. It is the ID of the
agent for whom the statistics are being stored for the interval indicated
by the start time.

DNIS_UID This identifies a DNIS uniquely in the DNIS table. It is the ID of the
agent for whom the statistics are being stored for the interval indicated
by the start time.

START_TIME This is the interval start time.

DISPOSITION_CODE This is the unavailable code in consideration.

NUM_TIMES_CODE_ This is the number of times the agent used the code during the reporting
USED period.

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 Files: INTSTATS15_CC/INTSTATS30_CC/INTSTATS60_CC
Column Name Description

DNIS_UID This identifies a DNIS uniquely in the DNIS table. It is the ID of the
agent for whom the statistics are being stored, for the interval indicated
by the start time.

START_TIME This is the interval start time.

OVERFLOW_FROM_ This is the number of calls received by this destination that were
OTHER_CC_BY_SIZE transferred because of overflow size.

OVERFLOW_FROM_ This is the number of calls received by this destination, which were
OTHER_CC_BY_TIME transferred because of overflow time.

OVERFLOW_BY_SIZE This is the number of calls that had overflow processing applied because
of the maximum queue size.

OVERFLOW_BY_TIME This is the number of calls that had overflow processing applied because
of the maximum wait time.

CALLS_FORCE_FORW This is the number of calls that had the Forced Forwarding policy
ARDED applied.

CALLS_TO_NIGHT_ This is the number of calls that had the Night Service policy applied.
SERVICE

CALLS_TO_HOLIDAY_ This is the number of calls that had the Holiday Service policy applied.
SERVICE

CALLS_TO_QUEUE This is the number of calls incoming to the queue.

CALLS_OFFERED_TO_ This is the number of calls incoming to the queue, which were offered to
AGENTS agents.

CALLS_BOUNCED This is the number of calls bounced while being presented to an agent.

CALLS_BOUNCED_ This is the number of calls transferred out of the queue because of
OUT_OF_QUEUE bounce processing.

CALLS_STRANDED This is the number of calls that had stranded processing applied.

CALLS_STRANDED_UN This is the number of calls that had stranded-unavailable processing

AVAILABLE applied.

CALLS_TRANSFERRED This is the number of calls transferred out of the queue by a supervisor.

CALLS_ESCAPED This is the number of calls that were removed from the queue via the
ESCAPE key.

CALLS_ABANDONED This is the number of calls that are abandoned by the caller when calls
are in queue or when calls are ringing for an agent.

CALLS_ABANDONED_ This is the number of calls that are abandoned by the caller when calls
AT_ENTRANCE are in queue and being played the entrance message.

CALLS_ANSWERED This is the number of calls answered.

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 Column Name Description

LONGEST_WAITING_ This is the maximum amount of time a caller waited in the queue
TIME (including any preserved wait time from other queues) before being
presented to an agent who answered the call for this reporting period.

LONGEST_ANSWERED This is the maximum amount of time a caller waited before the call was
_TIME answered for this reporting period. This is the waiting time (above) plus
the ringing time before answer.

LONGEST_WAIT_ This is the maximum amount of time a caller waited (including any
ABANDONED preserved wait time from other queues) before abandoning the call for
this reporting period.

TOTAL_QUEUE_TIME This is the total amount of time that calls were in queue (includes offer
time to agent) during the reporting period.

TOTAL_WAIT_TIME This is the sum of all times that calls waited before being answered by
an agent during the reporting period. The total wait time does not
include the ring time.

TOTAL_RING_TIME This is the sum of all times that calls were being presented to an agent
during the reporting period. The call whisper time counts as ring time
and the answer timer is started when the two parties are connected.

TOTAL_ This is the sum of all times that calls waited before abandoning the
ABANDONMENT_WAIT queue during the reporting period.
_TIME

TOTAL_STAFF_TIME This is the total length of time during which agents were joined to the
queue and not signed out during the reporting period.

NUM_DISPOSITION_ This is the number of calls tagged with the disposition code and
CALLS completed during the reporting period. Note that if a call is tagged twice
with the same disposition code, it counts as two calls.

Files: INTSTATS15_CC_OVERFLOW/INTSTATS30_CC_OVERFLOW/INTSTATS60_
CC_OVERFLOW
Column Name Description

DNIS_UID This uniquely identifies a DNIS from the DNIS table for which the
statistics are being stored.

START_TIME This is the interval start time.

OVERFLOW_DNIS_UID This uniquely identifies a DNIS from the DNIS table. It is the DNIS to
which the call is being overflowed.

TOTAL_COUNT This is the number of calls overflowed to the destination identified above.

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References

[1] Cisco Systems, Inc. 2019. Cisco BroadWorks Call Center Statistics Guide, Release
23.0. Available from Cisco at xchange.broadsoft.com.
[2] Cisco Systems, Inc. 2019. Cisco BroadWorks System Engineering Guide. Available
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[3] Cisco Systems, Inc. 2019. Cisco BroadWorks Voice Messaging Solutions Guide,
Release 23.0. Available from Cisco at xchange.broadsoft.com.
[4] Cisco Systems, Inc. 2019. Cisco BroadWorks Software Management Guide,
Release 23.0. Available from Cisco at xchange.broadsoft.com.
[5] Cisco Systems, Inc. 2019. Cisco BroadWorks Xtended Services Interface
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[6] Cisco Systems, Inc. 2019. Cisco BroadWorks Database Server Configuration Guide,
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[7] Cisco Systems, Inc. 2019. Cisco BroadWorks Server Security Guide, Release 23.0.
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[8] Cisco Systems, Inc. 2019. Cisco BroadWorks Hosted Thin Call Center
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[9] Cisco Systems, Inc. 2019. Cisco BroadWorks Application Server CommPilot Portal
Customization and Localization Guide, Release 23.0. Available from Cisco at
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[10] Cisco Systems, Inc. 2019. Cisco BroadWorks System Capacity Planner. Available
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[11] Cisco Systems, Inc. 2019. Cisco BroadWorks Platform Dimensioning Guide.
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[12] Cisco Systems, Inc. 2019. Cisco BroadWorks Hosted Thin Call Center
Agent/Supervisor Configuration and Administration Guide, Release 23.0. Available
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[13] Cisco Systems, Inc. 2019. Cisco BroadWorks Hosted Thin Receptionist
Configuration and Administration Guide, Release 23.0. Available from Cisco at
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[14] Cisco Systems, Inc. 2019. Cisco BroadWorks Call Center Reports Guide, Release
23.0. Available from Cisco xchange.broadsoft.com.

BROADWORKS CALL CENTER SOLUTION GUIDE 13-BD5009-00

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