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: Delivery of composite applications such as the teller desktop in banking or Customer Service Representatives (CSR) desktop in contact centers.
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Table of Contents 1 Microsoft Customer Care 2009 Overview............................................................................................. 4 2 CCF 2009 architecture ........................................................................................................................... 4 2.1 CCF Server components ................................................................................................................ 5 2.1.1 CCF Core Services ......................................
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 information spread across different systems and aggregate different modes of customer interactions (channels).
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: Agent Activity Logging provides records of transactions which can be aggregated in customizable reports to enable extensive business analysis e.g.
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, the 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.
2.1.3 Patterns leverage Windows Communication Foundation and have been built on WS-* standards in order to maximize interoperability and extensibility. Dynamic Service Policy Patterns – 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.
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.
2.2.3 Multi-channel Engine (MCE) The Multi-channel Engine (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.
2.4 CCF Developer tools CCF provides a set of tools to facilitate rapid development of customer care solutions. 1. DCS Software Factory is a set of 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. 2.
applications Distributed Connectivity Services (DCS) Multi-channel Engine (MCE) Tools Web DDA Provides generic access automations to web applications X improved Java DDA Provides generic access automations to Java applications Automation Manager & Designer Design and drives the automations between hosted applications through DDAs.
for MCE development Configuration Server HAT Software Factory Visual Studio add-ins and Guidance automation for HAT development DCS Software Factory Visual Studio add-ins and Guidance automation for DSC development X Configuration Services Dynamic composition of configuration files X Reference implementation 4 Sample solutions to demonstrate how the various features work X X Improved improved Product requirements Operating Systems CCF Core Server Windows Server 2003 Service Pack 2 and abo
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 Service Pack 2 and above 32bits /64 bits .NET Framework 3.0 or 3.5 IIS 6.
For more information about Composite Application block (CAB), refer to http://msdn.microsoft.com/enus/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.
