UCCE 7.5.8 with CAD Agents sitting in India

[dtran]

Hi all,

I've got a scenario and am looking for some inputs.

I've got a centralized CUCM 7.1.3 with UCCE 7.5.8 and CAD 7.5.8. Today I only phones at our India office and all is working perfectly fine with no issues. I am looking into having CAD agents sitting at this office connecting UCCE environment back in California. I've done some testings with CAD agent installed in India and so far all is looking good. It takes about 60-80 seconds from the CAD login screen to completely login to CAD.My concern is the round-trip delay between Ca and India, it's about 290-300ms round-trip.

Questions:

Has anyone successfully deployed this type of scenario ? please share your experience !!!

Has anyone used WAAS to help accelerate CAD login process ?

Thanks in advance !!! and I appreciate any inputs/suggestions

D.

[geoff · Accepted solution]

My concern is the round-trip delay between Ca and India, it's about 290-300ms round-trip.

You are right to be concerned. Cisco recommend that CAD should not be used if the latency is over 100ms, but the CTIOS Soft Phone is far more tolerant of those longer distances. Go for the CTIOS desktop instead.

Regards,

Geoff

[dtran]

Hello Geoff !!! I very much appreciate your help !!!

In regard to CTIOS desktop client. I've never used CTIOS client before I've been using CAD since day 1.

Questions:

Can you tell me the differences between CAD and CTIOS client ? Does CTIOS client work the same way as CAD (from the architecture standpoint) ?

Do I need license to use CTIOS client ?

Where do I get the software for CTIOS client ?

What are the pros and cons between CAD and CTIOS client ?

Thanks Geoff !!!

D.

[geoff]

Does CTIOS client work the same way as CAD (from the architecture standpoint) ?

You are asking this question the wrong way around. The CTI Object Server and CTIOS client library and implementation came first - CTIOS Agent Desktop and Supervisor Desktops are the progenitors. CAD makes the same CTIOS calls as the CTIOS toolkit clients do - and it makes other calls to CAD specific servers.

In short - yes.

Do I need license to use CTIOS client ?

You can find out pretty easily when you install the client.

Where do I get the software for CTIOS client ?

I answered this question from you previously. On your CTIOS product install disc,

What are the pros and cons between CAD and CTIOS client ?

CAD has extra goodies - goodies can go wrong. CTIOS is rock solid.

Regards,

Geoff

[david.macias]

If all you know is CAD and use a lot of the "features" CAD provides, then you're in for a rude awaking when you fire up CTIOS desktop.  However, if all you do is answer and release calls, then CTIOS desktop might fit your needs.

david

[geoff]

If all you know is CAD and use a lot of the "features" CAD provides, then you're in for a rude awaking when you fire up CTIOS desktop. 

That's a  true statement - unfortunately.

Regards,

Geoff

[dtran]

Thanks gentlemen for responding !!

So there is more features in CAD than CTIOS true ?

Is it true that CTIOS has more flexibility for third party integration (like CRM, ....etc..) than CAD ?

Can I have CTIOS desktop and CAD agent in the same environment ?

I've never used CTIOS desktop, so this is something that I'll have read up on.

Thanks again gentlemen !!!!! very much appreciate your help !!!!

Danny

[david.macias · Accepted solution]

So there is more features in CAD than CTIOS true ?

     Yes.

Is it true that CTIOS has more flexibility for third party integration (like CRM, ....etc..) than CAD ?

     Yes, but it requires customization, not something you can do right out of the box.  Think of CTIOS as a demo of the API.

Can I have CTIOS desktop and CAD agent in the same environment ?

     Yes.

Just install CTIOS desktop and use it, you'll get all your answers there.  Your other option is to download the user's guide for CTIOS desktop.

david

[dtran]

Thanks David !!! I will install CTIOS desktop and play around with it. If CTIOS desktop is less sensitive to latency I may end up use it in India instead. 

Do you know if CAD supervisor can monitor agent using CTIOS desktop ?

Thanks again David !!! very much appreciate all your help !!!!

Danny

[geoff]

Do you know if CAD supervisor can monitor agent using CTIOS desktop ?

I am involved in a long distance implementation at a customer in Europe - central controller and PGs in Europe, branch offices in Japan, Korea etc.

I don't know whether it's really supported, but when I was playing with this, I was surprised that a CAD Supervisor could see a CTIOS agent.

Some things won't work though - like Supervisor to Agent messages and chat. You need to check it out for yourself.

One thing to remember over long latencies ... Supervisor Desktop is pretty bandwidth intensive on both platforms - CTIOS and CAD. All those skill group stats updates. Over a long distance, both Supervisor Desktops may be a bit dodgy. Just have to experiment.

Regards,

Geoff

[dtran]

Thanks Geoff !!!

D.

[Irfan Tariq Javed]

dtran@behr.com

Do you know if CAD supervisor can monitor agent using CTIOS desktop ?

Here is your answer I hope it is useful for you .

UCCE 8.5 SRND page 198
 
Support for Mix of CAD and CTI OS Agents on the Same PG

Unified CCE deployments can support a mix of CAD and CTI OS agents on the same PG. If a mix is deployed, the sizing limitations of CAD apply.
 
Note that Cisco Supervisor Desktop (CSD) can monitor only CAD agents, and the CTI OS supervisor application can monitor only CTI OS agents.

&

Cisco Agent Desktop, Supervisor Desktop, and CTI OS cannot co-exist with Cisco CallManager PG; the configuration of agents and supervisors must be kept separate. Cisco Supervisor Desktop cannot be used to monitor a CTI OS agent desktop, nor can a CTI OS supervisor monitor a Cisco Agent Desktop agent.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/srnd/5x_6x/c5desktp.html

Regards

Irfan Tariq