Requirements
General
Compatibility
Consult the Release Notes to see the compatibilities with Cisco and 3ʳᵈ party software.
Firewalls
Firewall between CUIC and b+s Database Server
Port 1433 for SQL Server needs to be open when the default SQL instance is used. If another port is used for the database connection, this one must be opened instead of 1433.
Firewall between b+s Database Server and UCCE/PCCE DAW
Port 1433 for SQL Server needs to be open when default SQL instance is used. If another port is used for the database connection, this one must be opened instead of 1433.
ANSI Settings for the Reporting-Interface
SET ANSI_NULLS ON and SET ANSI_WARNINGS ON must be set right at the beginning within all queries against the Reporting Interface. This setting is required for the Linked Server connection.
Help on Report Templates within CUIC
Internet access is required to view or download the field descriptions from the webpage of b+s.
Host System Requirements
b+s Reporting Interface can also be deployed in Microsoft Azure cloud while CUIC and CCE remains On Prem at customer site. Be aware that this approach can take up to 4 times longer to display the result in a CUIC report compared to a full on premises solution.
b+s Database Server
Software
- Windows Server 2022/2019/2016/2012 Standard 64bit, English version with the latest updates applied. Servers need network connections with fixed IP addresses.
- Microsoft SQL Server 2019/2017/2016 Standard Edition 64bit, latest service pack. Workstation Components must be installed.
- Collation Latin1_General_BIN is required for the SQL Server. Select the SQL Server within the Object Explorer and right click to the Properties to check the Server Collation.
- Backup-solution, e.g. tape station is highly recommended.
Note: The same version and staging of SQL Server as used for the UCCE/PCCE DAWs is recommended. In general, all supported localized versions of Microsoft Windows Server and SQL Server that you can use with Cisco Unified ICM/Unified Contact Center Enterprise components are supported as well. Refer to the corresponding Cisco compatibility matrix and product documentation to find instructions about the Microsoft SQL Server Staging.
Virtual Server Performance
Oversubscription of CPU, Memory and Storage is not permitted.
CC System | vCPU | vRAM | vDisk |
---|---|---|---|
Up to 20'000 calls per day, 500 Agents | 4 | 8 GB | 60 GB System Partition, 80 GB Data Partition |
Up to 40'000 calls per day, 1000 Agents | 4 | 16 GB | 60 GB System Partition, 120 GB Data Partition |
Up to 100'000 calls per day, 2000 Agents | 6 | 32 GB | 60 GB System Partition, 180 GB Data Partition |
Notes:
- Bare Metal environments are supported with the same performance matrix
- Disk space requirement is based on standard retain days (1500 days for CallType data, 400 days for other data)
- Rough rule: 20% of the HDS disk space is needed to secure the same retention time
CUIC
CUIC Datasources
Reports for CUIC requires a separate CUIC Datasource (due to the ANSI-settings and customized value lists).
UCCE/PCCE System Configuration
Default Skill Group
The Default Skill Group of all agents must be set to <System-defined>. This setting is available within the Skill group membership tab of Agent Explorer and specifies where data of the personal phone activity (DN) should be logged.
Outbound SkillGroups
The same inbound skill groups cannot be used for the outbound option, since otherwise the ACD agent data is corrupted by the dialer!
Outbound skill groups must be configured to be of SkillGroupType = 1 within the local configuration table "t_Skill_Group" before data of this SkillGroups is loaded into the data mart. The configuration can be verified and implemented by using the Outbound SkillGroup Configuration-Reports 591, 592 and 593.
RouterCallKey
A "Contact" is reflected by the RouterCallKey. It's mandatory to keep the same key within UCCE/PCCE over the whole duration of the contact.
This requires a proper integration of routing clients to set route requests including the previous task ID for multiple request of the same contact.
It also requires a proper transfer-handling of the CTI-GUI to keep the existing call variables on consultation calls.
VRU Queue Reporting
Queue reporting must be enabled for all VRU-PIMs. This has to be set during the PG-Setup:
Verify the following Registry key on a running system to see if it has been enabled: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance>\<PG>\PG\CurrentVersion\PIMS\<VRU-pim>\VRUData\Config\ServiceControlQueueReporting=1.
UCCE/PCCE Scripting
General Scripting Requirements
Scripting is very relevant for the Reporting and needs to be implemented in a proper way to generate the necessary data within the database. General information is available in the Cisco product documentation "Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release x.y(z)". The following requirements must be fulfilled to get the right data within the b+s Reports for CUIC:
- It is not allowed to set the same assigned CallType again within a Script except in the case of a classic RONA scenario without Target Requery, where the Service level was influenced negatively already. It is recommended to separate Entry CallTypes and Service Level CallTypes.
- Changing CallTypes within a Script is only allowed in the following cases:
- As a flow meter (counter) before agents are involved
- To set the service level relevant CallType at the point where someone should answer the call
- Before an internal forward to a new target, where no Label is used (in combination with specific variable settings only)
- The Variable "VRUProgress" and the PeripheralVariable10 are used for predefined calculations within the Reporting-Interface. Any other usage of these variables than the specified scope can result into a mismatch of data within the b+s Reports for CUIC.
VRU Progress variable
The value 3 of VRUProgress is used for the Voice Media (see Internal Forwarding), value 4 is used for Non Voice Medias (see Mediarouting). Both values are included into the calculation of forwards and the total volume of calls/tasks and are an absolute taboo.
PeripheralVariable10
The PeripheralVariable10 is used for the CallByCall Reporting of the Voice Media (see Internal Forwarding).
Internal Forwarding (forward counting while remaining in the script)
Tasks are usually forwarded to a new target (like a voice mail system or another call center) using a Label (fire and forget-method). If the reporting should count a call the same way for a CallType without being terminated with a Label, the forward-termination needs to be incremented into a variable and summarized within the CallType-values of the CallType, where the forwarding happened.
To be able to do this within the CallType-Interval and CallByCall Reporting-Interface, the following Script section needs to be implemented before any internal forward step:
- Set Variable: Call.VRUProgress = 3
- Set Variable: Call.PeripheralVariable10 = concatenate(Call.CallTypeID,"*")
- Change to another CallType to terminate the ServiceLevel CallType
- Set Variable: Call.VRUProgress = 0 to reset the Forward-Counting for the Forward-Followup-CallType
- Proceed with the actual section of forwarding
Note: Internal Forwarding is a very rare scenario and may easily be implemented if needed. If you use a lable to forward calls/tasks, the forwarding is not internal and there is nothing else to do.
Mediarouting
Labels are often used for timeout or error handling within non-voice routing scripts. To exclude such re-routings from being counted as forwarded tasks, you can set the VRUProgress variable to value "4" before a label is used. This will simply minus count the usage of the label. Of course this should only be done before labels where a re-routing will happen afterwards.
If you do not minus count a label, each usage of a label will be measured as a "Forwarded" and "TotalCompleted" task within Report Definition "130 CallType Interval".
Note: KPIs like AnswerWaitTime or ServiceLevel can’t be measured correctly within the interval database, if re-routings happen. This must be calculated as it is available within the CallByCall Reports.