Microsoft Customer Care Framework 2009, OLP-NL, Sngl, GOV
Contents
1. y 4 Combined local and Jona distance phone service eege Cats Waling 5 Avg Wen 47 Longs Wak 83 Figure 2 CCF 2009 Integrated Desktop reference implementation 2 2 2 Hosted Application Toolkit HAT The Hosted Application Toolkit HAT significantly reduces the effort required to integrate applications in CCF It allows applications to be hosted and automated in the Integrated Desktop with minimal coding It provides an Application inspector tool a set of Data Driven Adapters DDA and a visual designer that is used to create the business logic called Automation click button A copy data from textbox and paste it to between hosted applications This way the process of integrating an application is the execution of three well defined steps Inspect Automate Host Inspect Automate HAT has three major components 1 Application Software Factory a tool which allows visual inspection of the UI controls and generates an XML description file of the controls that will participate in the automation step performed in a Visual Studio environment 2 HAT Core Engine drives automation leveraging Windows Workflow Foundation 3 Data Driven Adapters DDA provides generic access to user interfaces through XML documents CCF2009 provides DDAs for Windows based applications Web applications and Java based applications Copyright 2008 Microsoft Corporation 2 2 3 Multi channel Engine MCE The Multi channel E2. EXPRESS IMPLIED OR STATUTORY AS TO THE INFORMATION IN THIS DOCUMENT Complying with all applicable copyright laws is the responsibility of the user Without limiting the rights under copyright no part of this document may be reproduced stored in or introduced into a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise or for any purpose without the express written permission of Microsoft Corporation Microsoft may have patents patent applications trademarks copyrights or other intellectual property rights covering subject matter in this document Except as expressly provided in any written license agreement from Microsoft the furnishing of this document does not give you any license to these patents trademarks copyrights or other intellectual property The example companies organizations products people and events depicted herein are fictitious No association with any real company organization product person or event is intended or should be inferred 2008 Microsoft Corporation All rights reserved Microsoft Customer Care Framework is a trademark of Microsoft Corporation in the United States and or other countries The names of actual companies and products mentioned herein may be the trademarks of their respective owners Copyright 2008 Microsoft Corporation Table of Contents 1 Microsoft Customer Care 2009 Overvlew 4 2 CEF 2009 architecture s
3. NET Framework 3 0 or 3 5 SQL Server Compact Edition 3 5 CCF developer workstation Windows Server 2003 with the latest SP 32 bits 64 bits Windows Server 2008 Windows Vista NET Framework 3 0 or 3 5 Visual Studio 2005 SP1 or Visual Studio 2008 Visual Studio 2005 SDK Version 4 0 or Visual Studio 2008 SDK Version 1 0 Guidance Automation Copyright 2008 Microsoft Corporation 12 Extensions 1 4 GAX DSL tools DSL Tools are not required for if you have Visual Studio 2008 installed Windows Workflow Foundation Extensions for Visual Studio 2005 CCF Application Server Windows Server 2003 32bits 64 bits NET Framework 3 0 or 3 5 Service Pack 2 and above IIS 6 0 or more Windows Server 2008 5 Product dependencies The Java Accessibility Bridge JAB is required by the CCF developer environment and the CCF client environment if the Java DDAs are going to be used to host Java applications The JAB is available from Sun Microsystems http java sun com javase technologies accessibility accessbridge index js The Java Runtime Environment JRE is required by the CCF Developer environment and the CCF client environment to run Java applications The current version supported by CCF is JRE 1 6 USD ViewProductDetail Start ProductRef jre 6u6 oth JPR CDS CDS Developer CITRIX ICA client version 7 and above Virtual Channel support is mandatory and CITRIX presentat
4. Microsoft Visual Studio add ins and Guidance automation extensions that enable rapid development of workflow enabled services using proven best practices The Factory supports the creation of WCF based Messages conversational workflows service stubs from workflows and DCS service agents It also helps in defining service contracts and services as workflows MCE Software Factory is a set of Visual Studio add ins and Guidance automation extensions that enable the creation of logical views and UI process workflows the creation of a physical representation of logical views for Winforms and asp net HAT Software Factory is a set of Visual Studio add ins and Guidance automation extensions that enable the inspection of existing user interfaces such as windows and web applications and the creation of Ul automations as workflows It also enables automatic deployment of the toolkit artifacts 3 CCF 2008 and 2009 feature comparison Components Features Description CCF 2008 CCF 2009 CCF core Authorization provider Allows role based authorization for CCF clients X X Logging Provider Allows CCF logging through different providers X improved file event log Security extensions Allows CCF Clients to operate in different X X domains SSO Provider Allows mapping of user identities across X X systems Audit provider Allows recording of an agent s interaction with X improved customers and hosted applications CTI provider Allo
5. A3 48CF 8023 E8F38E709BA6 amp displaylang en For more information about Domain Specific Language Tools for Visual Studio 2005 refer to http www microsoft com downloads details aspx familyid 693EE22D 4BB1 450D 835C 59EEBCB9F2ZAE amp displaylang en Copyright 2008 Microsoft Corporation 14
6. Microsoft Customer Care Framework 2009 Product brief Microsoft Corporation Published October 2008 Abstract Built on the foundation of Customer Care Framework CCF 2008 CCF 2009 introduces several enhancements to quickly compose UI components and services spanning multiple interaction channels CCF particularly fits to the following scenarios e Delivery of composite applications such as the teller desktop in banking or Customer Service Representatives CSR desktop in contact centers This scenario is also appropriate to extend legacy applications by adding new features or to adapt existing processes into a new technology e Multi channel infrastructures to support o Cross Channel business processes o Unified access to customer information spread across different systems e Development of new multi channel front end obeying an IT strategy heading towards a Service Oriented Architecture SOA The information contained in this document including URL and other Internet Web site references is subject to change without notice Unless otherwise noted the example companies organizations products domain names e mail addresses logos people places and events depicted herein are fictitious and no association with any real company organization product domain name e mail address logo person place or event is intended or should be inferred This document is for informational purposes only MICROSOFT MAKES NO WARRANTIES
7. atterns DCS facilitates centrally storing and managing the service policies When the DCS based service starts it contacts the central policy service retrieves the relevant policies and configures its WSDL and receive pipeline according to the policies 2 1 3 Configuration Server The CCF Configuration Server allows developers to dynamically create NET configuration files from hierarchical sets of assertion about an application context These assertions may be related to user roles business environments or geographical locations for example CCF also provides the ConfigurationUpdater client API that allows interaction with the configuration server 2 1 4 CCF Databases The CCF Data layer is used to store configuration and audit information activities performed by a CCF Client component CCF requires the Databases to be hosted in Microsoft SQL Server to host the Databases CCF also allows generating reports from the persisted audit information with SQL Reporting Services 2 2 CCF Client Components 2 2 1 Application Integration Framework AIF The Application Integration Framework AIF is a software application framework that facilitates information sharing interaction and communication between applications and processes running on the client It is built upon the Pattern amp Practices Composite UI Application Block CAB AIF leverages the CAB utilities and services for messaging visual containment application loading stat
8. data exchange to determine service policies It dynamically builds the send pipeline as requested by service policies including the standard DCS ones encoding security client caching logging and context transportation 2 3 CCF Management Solutions The CCF management solution consists of three components CCF Admin Console DCS Admin Console and CCF Management Pack for System Centre The CCF Admin Console allows an administrator to centrally configure all aspects of the Integrated Desktop running in an enterprise environment The Console allows management of client configuration and runtime update to all clients and also allows federation of different components of the integrated desktop The DCS Admin Console allows administrators to control all aspects of service based communication and DCS business logic It enables to deploy services and tasks add and edit Task Factory filters change Discovery configured instances and policy on each instance The CCF Management Pack for Microsoft System Center Operations Manager provides monitoring of business processes and infrastructure services through Microsoft Operations Manager 2007 This pack also allows centralized management of CCF infrastructure components through Microsoft s System Center suite Copyright 2008 Microsoft Corporation 2 4 CCF Developer tools CCF provides a set of tools to facilitate rapid development of customer care solutions DCS Software Factory is a set of
9. e management etc In CCF AIF is used by the integrated desktop a Windows Smart Client that runs on the Customer Service Representatives CSRs workstation within Microsoft s Windows XP or Windows Vista operating system The Customer Care Framework Integrated Desktop ID is a reference implementation that enables the reuse of existing line of business applications It provides a composite user interface that clearly shows how applications and services can work together within shared workflows computer telephony integration CTI and session management Some of the key features e D optimizes the CSR s desktop by combining existing resources into a single user interface The unified user interface that ID provides enables CSRs to work more efficiently and with higher accuracy e D is highly customizable The source code supplied with CCF is a reference implementation that enables the development of user interfaces that meet specific business requirements Copyright 2008 Microsoft Corporation for location based services based on Microsoft Mapponnt technology and gst the fst month free 2nd Phone free with Family Plan For a imited tma ost zer phones flee when you upgrade your plan to the family plan The fanny plan allows you and your family to use a podi of minutes every month Order now and start saving Our new Rat Rate Long Distance Service provides US based compares and individuals with extraordinary savings
10. he session context including the state of the supporting applications and information can be automatically transferred to the agent restored later or transferred to another channel Applications configuration All configuration information is stored on a core server In the event that an agent s workstation fails the agent s applications and operating state can be restored when the agent logs back on from another workstation CCF Distributed Connectivity Services DCS Distributed Connectivity Services DCS is an application infrastructure providing an end to end development model and reference architecture that enables a business driven development model DCS provides service management capabilities such as transparent service location dynamic client context driven business process selection scalable hosting of workflows and service configuration and a standards based security token service DCS uses Microsoft NET 3 0 Windows Communication Foundation WCF and Windows Workflow Foundation WF as its foundation DCS includes reusable Application Blocks in a Software Factory to simplify solution development and deployment of processes and services DCS consists of the following Application Blocks Discovery Service Application Block Allows client applications to discover at run time the service endpoints based on service type DCS utilizes a Microsoft SQL Server based repository store and a WCF based service discove
11. ion Server 4 0 or 4 5 are required to host Citrix applications inside CCF Integrated desktop reference implementation 6 Further information For more information about Microsoft Customer Care Framework refer to http www microsoft com ccf For more information about development with Microsoft Customer Care Framework refer to http msdn microsoft com en us isg bb421305 aspx For more information about security specifications WS Security refer to http msdn microsoft com en us library ms951273 aspx Copyright 2008 Microsoft Corporation 13 For more information about Composite Application block CAB refer to http msdn microsoft com en us library aa480450 aspx For more information about Windows Communication Foundation WCF refer to http msdn microsoft com en us netframework aa663324 aspx For more information about Windows Workflow Foundation WF refer to http msdn microsoft com en us netframework aa663328 aspx For more information about Microsoft Enterprise Single Sign On E SSO refer to http msdn microsoft com en us library aa745042 aspx For more information about ClickOnce Deployment refer to http msdn microsoft com en us library aa745042 aspx For Microsoft SQL Reporting Server system requirements refer to http www microsoft com sql technologies reporting default mspx For more information about Visual Studio Extensions refer to http www microsoft com downloads details aspx Familyld 5D61409E 1F
12. ngine MCE in CCF 2009 provides a common engine that allows UI processes to share common logic and metadata on different delivery channels The MCE provides two major functionalities 1 Separation between channel independent and channel dependent development The channel independent components include all the logical aspect of User Interface the navigational control logic the logical information data views and event handling The channel dependent UI provides the actual navigational controls and visual representation of the information The front end multi channel engine improves the consistency of the navigational logic amongst different delivery channels increasing the productivity of the cross channels UI design The standardization and reuse of the navigational logic will allow the developer of a particular channel UI to mainly focus on the particular physical layout and specific navigation of the channel 2 The ability to persist an UI process state and to move it between channels This represent a significant improvement in the user experience because it allows the interrupted acquisition of data without have the need for the user to start the process again all the times It also enables the resuming of sessions across different delivery channel seamlessly 2 2 4 DCS Service Agent The DCS Service Agent Application Block is a client component that uses the DCS discovery service to identify the target services endpoints and performs meta
13. ry method WS Discovery Central Policy Store Application Block It provides centralized configuration of service policies Policies are consumed by the client application through metadata exchange DCS application server The DCS application server is hosted inside Microsoft Internet Information Server and is composed of two main components o Task Factory Supports DCS Business Logic selection based on a context o Workflow Host Application Block Executes Windows Workflow based Business Logic Security Token Service Application Block Security Token Service implements the WS Trust based authority service that issues SAML based tokens Allows the configuration of external claim providers caching of SAML tokens for increased performance Windows based authentication of clients leverages Microsoft Active Directory DCS also provides the following patterns DCS Dynamic Messaging Patterns DCS provides unique messaging patterns for distributed services in an enterprise to communicate with each other These patterns include messaging to facilitate the client applications to discover the service location and communication policies at runtime transportation of context data authentication and authorization DCS Messaging Copyright 2008 Microsoft Corporation Patterns leverage Windows Communication Foundation and have been built on WS standards in order to maximize interoperability and extensibility e Dynamic Service Policy P
14. tieche Ee ected VERT aacdavseedeenyht ca Gacaseten vel Gude aea EE E EE EER 4 2 1 CCF Server COMPONENS EE 5 2 1 1 CCE Core SEVICE gees E E E E E E ss EEEE 5 2 1 2 CCF Distributed Connectivity Services DCS 6 2 1 3 ell Ee EE H 2 1 4 CCF Database issctcccciccecessdeccccetsseh edu ode Sege Eege E A eee H 2 2 CCF Client Components ssernare netaan rar ninian epsa ER Tara ANTENE Eea rrn ES EERTE 7 2 2 1 Application Integration Framework AIF c ccccsccccccssscececsssceceesseseceeseeeceesaesecseaeeeeeesaeeeeees 7 2 2 2 Hosted Application Toolkit HAT 8 2 2 3 Multi channel Engine MCE cccccccccsssccesssscesesssscececsseseceesseeececseesecsesesecsessssecsesesseeeseseaeees 9 2 2 4 DCS S rvice Agent 20 EENS EEAEE ERR ai a EEE AEREE 9 2 3 CCF Management Solutions 9 2 4 CCF DEVElO DEF Ee Te EE 10 3 CCE 2008 and 2009 feature Comparleon tiret sinsitinreuia e erede ia ianei E anakana 10 A gt JPROGUCE Ten EE 12 5 stelle ge D En e net az cuistediis sco agee shades osx de nanie Sed Se daw sgeddenie e aE AE E cea ceeds aE OEE 13 6 EUPtheriMfOrMationn sci enaner cage Seege eege SPEE EPEa AE EERE EPSE 13 Copyright 2008 Microsoft Corporation 1 Microsoft Customer Care 2009 Overview The Microsoft Customer Care 2009 CCF solution is an end to end application infrastructure for delivery of composite applications It includes development and runtime components Applications built with CCF can provide unified access to customer informa
15. tion spread across different systems and aggregate different modes of customer interactions channels Unlike expensive rip and replace and risky investments on custom development CCF provides non intrusive integration with existing systems The core characteristics of the CCF solution are e User Interface composition CCF allows the creation of composite UI applications with support for enterprise level patterns such as Model View Controller MVC e Distributed architecture CCF allows the creation of centrally managed distributed components It helps in reducing latency infrastructural costs and enabling offline operations e Developer agility CCF employs modern process driven development methodologies empowering developers through toolkits to reduce application development time while increasing quality and standardization e Integration and automation CCF provides non intrusive application integration and automation both on the front end UI automation and back end Service composition e Security CCF employs modern standards for securing communications such as WS Security WS Trust WS SecureConversation Security Assertion Markup Language SAML and Kerberos CCF authorization model allows centrally managed role based administration CCF also provides E SSO services to allow mapping of user identities across systems e Scalability and reliability CCF is designed to scale vertically and horizontally and can be
16. used in clustered and load balanced scenarios 2 CCF 2009 architecture CCF 2009 consists of four major subsystems 1 CCF Middleware Server Components 2 CCF Front end Tools and Client Components 3 CCF Management Solutions 4 CCF Developer Tools Copyright 2008 Microsoft Corporation Figure 1 CCF 2009 Architecture 2 1 CCF Server components 2 1 1 CCF Core Services The CCF Core Services performs logging and reporting configuration session management SSO credential storing and other functions It supports horizontal scale out clustered and load balanced deployment Some of the notable highlights of the CCF Server include e Agent Activity Logging provides records of transactions which can be aggregated in customizable reports to enable extensive business analysis e g to optimize Contact Center processes and customer handling e CCF uses Enterprise Single Sign On E SSO and the Windows Active Directory service to integrate authentication and authorization for agent roles and applications E SSO provides a way to map a Windows user ID to non Windows user credentials This is a key feature for businesses that aim to aggregate multiple applications spread over diverse systems Copyright 2008 Microsoft Corporation 2 1 2 Sessions management with session transfer supporting automatic application launching If a step in a workflow process needs to be continued by another agent or at a later time t
17. vice to identify the X application block target service endpoint and performs metadata exchange to determine service policies Multi channel Workflow Host Executes MCE based Business Process X Engine MCE Application Block Model View Controller Allows separation of logical and physical views X application block Physical UI binding Allows the data binding to physical views X system Tools MCE Software Factory Visual Studio add ins and Guidance automation X Copyright 2008 Microsoft Corporation 11 for MCE development HAT Software Factory Visual Studio add ins and Guidance automation X Improved for HAT development DCS Software Factory Visual Studio add ins and Guidance automation X for DSC development Configuration Configuration Services Dynamic composition of configuration files X Server Reference Sample solutions to demonstrate how the X improved implementation various features work 4 Product requirements Operating Systems 32 64 bits Product dependencies CCF Core Server Windows Server 2003 Service Pack 2 and above 32bits 64 bits Windows Server 2008 NET Framework 3 0 or 3 5 IIS 6 0 or higher CCF database server 32 bits 64 bits Windows Server 2003 Service Pack 2 and above Windows Server 2008 SQL Server 2005 Service Pack 2 standard edition or higher CCF client workstation Windows XP Service Pack 2 and above 32 bits Windows Vista SP1
18. ws connectivity to CTI systems X X Application Integration Client event bus for messaging visual X improved Framework AIF containment application loading state management CITRIX Generic stub Allows hosting of Citrix applications X improved HAT Win32 DDA Provides generic access automations to win32 X X Copyright 2008 Microsoft Corporation 10 applications Web DDA Provides generic access automations to web improved applications Java DDA Provides generic access automations to Java X applications Automation Manager amp Design and drives the automations between X Designer hosted applications through DDAs Application Inspector Allows visual inspection of existing user X interfaces Distributed DCS Dynamic Messaging Messaging patterns for distributed services X Connectivity Patterns Services DCS Dynamic Service Policy Stores and manages the service policies X Patterns Discovery Service Allows client applications to discover at run X Application Block time the service endpoints based on service type Central Policy Store Centralized configuration of service policies X Application Block Task factory Supports business Logic selection based on the X context Workflow Host Executes Windows Workflow based Business X Application Block Logic Security Token Service Allows configuring of external claim providers X Application Block Service Agent Consumes discovery ser
Download Pdf Manuals
Related Search