Cisco Cisco ICM Web Tools
Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x
Serviceability Best Practices Guide
©2011 Cisco Systems, Inc.
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The Data Import Server component is an Extract, Transform and Load (ETL) server for
data warehouses. The Data Import component imports the data used to build reports. It is
designed to handle high volume data (facts) such as call detail records as well as data that
is rarely changed (dimensions) such as agents, peripherals and skill groups
designed to handle high volume data (facts) such as call detail records as well as data that
is rarely changed (dimensions) such as agents, peripherals and skill groups
If these components are installed on more than one server, the Data Import and Database
components are normally installed on the Database Server. The Application and Web components
are usually installed on the Web Application Server.
components are normally installed on the Database Server. The Application and Web components
are usually installed on the Web Application Server.
The Unified CCMP maintains a complete data model of the contact center equipment to which it
is connected and periodically synchronized. In addition to configuration information, for example
agents or skill-groups, the Unified CCMP can optionally record the events logged by the
equipment, such as call records for management information and reporting purposes. The Unified
CCMP data model and synchronization activity allows for items to be provisioned either through
the Unified CCMP Web interface or from the standard equipment specific user interfaces.
is connected and periodically synchronized. In addition to configuration information, for example
agents or skill-groups, the Unified CCMP can optionally record the events logged by the
equipment, such as call records for management information and reporting purposes. The Unified
CCMP data model and synchronization activity allows for items to be provisioned either through
the Unified CCMP Web interface or from the standard equipment specific user interfaces.
The Unified CCMP system architecture is shown below. The top half of the diagram is a
traditional three tier application. This includes a presentation layer (an ASP.NET web
application), a business logic application server and a SQL Server database. The lower half of the
system architecture is a process orchestration and systems integration layer called the Data Import
Server.
traditional three tier application. This includes a presentation layer (an ASP.NET web
application), a business logic application server and a SQL Server database. The lower half of the
system architecture is a process orchestration and systems integration layer called the Data Import
Server.
Figure 11: Unified CCMP Architecture
Web Application
The user interface to Unified CCMP is via a web application that is accessed by a web browser
(Microsoft Internet Explorer). Access to the Unified CCMP application is gained through a secure
(Microsoft Internet Explorer). Access to the Unified CCMP application is gained through a secure
Web Application
Application Server
Portal
Database
Monitoring Service
Microsoft Reporting
Services
HDS / AWDB Database
Data Import Server
Connectors
Config
Commands
Microflow Runtime
Microflows
Unified CM
Unified ICM/CC
Unified ICM/CC
System
Pipeline