In this post will discuss on the Cisco HCM-F  Smile which is a section of Cisco HCM-Service Fulfillment (HCM-SF)

The HCM-F Layer is a centralized data repository and control point to manage the monitoring of the HCS solution. Configuration data is synchronized from Domain Managers into the centralized data repository to represent the installation. Monitoring components are configured as defined by the administrator to monitor and report observed events and alarms.

The centralized data repository provides data for HCS Prime (PC4HCS). The HCM-F Layer also includes several other services for implementing service inventory and platform management. It also has several other services for implementing varying functions.

Cisco Hosted Collaboration Mediation Fulfillment (HCM-F) delivers the following main functions and services:

1. A centralized database for the Cisco HCS solution: the Shared Data Repository (SDR)

2. Synchronization of the SDR with domain managers: Multiple synchronization services populate the SDR and keep it updated when configuration changes are applied through these domain managers: The following services populate and update the SDR:

  • CUCDMSync service: Updates the SDR when configuration changes are applied through the Cisco Unified Communications Domain Manager (CUCDM)
  • UCSMSync service: Updates the SDR when configuration changes are applied through the UCS Managers.
  • VCenterSync service: Updates the SDR when configuration changes are applied through the vCenters.

3. The Cisco HCM-F Administrative UI: Allows configuration of management and monitoring of UC applications through Cisco HCM-F services by automatic and manual changes to the SDR.

4. Services to create and license UC application servers:

  • Cisco HCS IPA Service
  • Cisco HCS License Manager Service

5. Services for automatic configuration of the Cisco Unified Operations Manager (CUOM):

  • Cisco HCS Fulfillment service
  • Cisco HCS DMA-CUOM service
  • Cisco HCS Provisioning Adapter (CHPA) service

Based on data extracted from the SDR, these three services work together to automatically configure the CUOM to monitor Unified Communications Applications and customer equipment.

6. Services for automatic configuration of the Prime Central – Infrastructure Monitoring (PC-IM):

  • Cisco HCS Fulfillment service
  • Cisco HCS DMA-IM service

Based on data extracted from the SDR, these two services work together to automatically configure the PC-IM to monitor data center management and UC management applications.

7. An HCS Northbound Interface (NBI) API service: Provides an interface to the service provider BSS or OSS.

8. Billing services through Service Inventory: Provides the service provider with reports on customers, subscribers, and devices. These reports are used by the service provider to generate billing records for their customers.

9. Platform Manager

 

hcm-f

 

 

In this post will discuss on the Cisco PC4HCS  Smile which is a section of Cisco HCM-Service Assurance (HCM-SA)

Prime Central for HCS is intended for use in a Managed Service Provider (MSP) Network Operations Center (NOC). Prime Central for Cisco Hosted Collaboration Solution was formerly known as Cisco Hosted Collaboration Mediation. Prime Central for HCS provides a single-pane view of assurance data in the hosted environment. Prime Central for HCS acts as a bridge among customer-specific implementations of the following domain managers, in a virtualized environment.

  • Cisco Unified Operations Manager (CUOM) 9.0
  • Infrastructure Monitor
  • Cisco Unified Computing System Manager (UCSM) 2.0
  • Data Center Network Manager (DCNM) – SAN 6.1.2
  • Data Center Network Manager (DCNM) – LAN 6.1.2

PC4HCS supports service provider dashboard to view the events generated from above mentioned domain managers. The name of the product is represented as Prime Central for HCS within the application GUI.

The following port-lets can be launched from the dashboard:

  1. List of all events (Alarm Browser – All Events)
    –Includes all events detected by Prime Central for HCS from the underlying domain managers
    –Service events from Service Visualizer will be seen in this view
  2. Root Cause Events—Synthetic events that were determined to be root-cause of the failure.
  3. Service Events—Service-impact events describe the state of services; this is an event generated to notify the state of the top node in the service impact tree.
  4. List of Undetermined Events—Child events that are part of the correlation tree for which a clearing event has not arrived. Parent events of these child events are cleared since Resolution events were sent to clear them.
  5. Service Availability—Displays service model with tree listing customers, application clusters, and VMs discovered from SDR database. In the Service Tree view, each customer is color-coded based on the overall status of its services, such as voice, voicemail, and availability
  6. Infrastructure Monitoring—Used to view vCenter event details and process monitoring of management applications data for management application such as vCenter server, CUOM, Cisco Unified Communications Domain Manager (CUCDM), Cisco Unified Intelligence Center (CUIC), and Contact Center Domain Manager (CCDM).
  7. Global Cross-Launch—This portlet lists the domain managers that you can cross-launch from Prime Central for Cisco Hosted Collaboration Solution.

Cisco Prime Central for Hosted Collaboration Solution 9.1.1 Installation Guide

Cisco Prime Central for Hosted Collaboration Solution Assurance 1.1 User Guide

 

Cisco Finesse

Posted: 17th July 2013 by An in Cisco ICM/IPCC/UCCE/UCCX

Cisco Finesse is a replacement for CAD in IPCC scenario! Confused

From on Cisco 9.0 UC series Cisco Finesse will take the role of CAD agent/supervisor

The main plus with this tool is:- It is 100% browser-based desktop implemented through a web 2.0 interface; no client-side installations required

The key tenets of the Finesse approach:

OpenSocial Gadget Container: Agents use multiple applications, often at the same time.  The ideal agent user experience supports this way of working.  This is accomplished in Finesse via the gadget container.   Each application that an agent uses is delivered as a gadget within a single UI framework.  Gadgets can communicate with one another as well as backend servers allowing for a seamless user experience throughout the call.

Easy-to-use REST API: The easier the API is to use, the lower the cost of developing applications, and this means that customers are more likely to want customized agent desktop experiences.  Finesse includes a robust REST API for you to create your own applications or gadgets.

Browser-based Agent Desktop: Finesse is a web application.  Customers install Finesse on a server and agents point their browser to Finesse.  It’s that easy.  Finesse doesn’t use browser plug-ins, JRE’s, or anything else on the client machine that needs to be installed or maintained.  This means customers have more flexibility in how and when they roll out updates to the agent desktop.  When the tools don’t match the business requirements, productivity suffers and this is what we are trying to avoid by using a browser-based approach.

The Finesse UI with three gadgets on the main tab:

http://cvp.cisco.com/download/attachments/50160110/Finesse+8.5%283%29.jpg?version=1&modificationDate=1331921101000

So all agents and supervisors can log in to there Q using web browser Cool

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