Cisco Cisco ICM Web Tools

Cisco

Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x

Serviceability Best Practices Guide

©2011 Cisco Systems, Inc.

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List of Figures

Figure 1: Typical Unified CCE Architecture ................................................................................................ 10

Figure 2: Central Controller Architecture .................................................................................................... 12

Figure 3: Peripheral Gateway Architecture ................................................................................................. 13

Figure 4: DMP Flows ................................................................................................................................... 14

Figure 5: Configuration System Message Flow .......................................................................................... 18

Figure 6: Reporting Architecture ................................................................................................................. 19

Figure 7: WebView Architecture ................................................................................................................. 20

Figure 8: CUIS Simple Deployment ............................................................................................................ 21

Figure 9: CUIS Standard Deployment ........................................................................................................ 22

Figure 10: CUIS Scaled Deployment .......................................................................................................... 23

Figure 11: Unified CCMP Architecture ........................................................................................................ 24

Figure 12: Unified CCMP Services ............................................................................................................. 26

Figure 13: Outbound Option Architecture ................................................................................................... 27

Figure 14: ICM/CC Event Message Flow .................................................................................................... 29

Figure 15: CISCO-CONTACT-CENTER-APPS-MIB Structure ................................................................... 35

Figure 16: CCCA MIB

– Component Inventory Example ............................................................................ 36

Figure 17: Mapping CCCA MIB Objects to Host MIB Objects .................................................................... 37

Figure 18: Mapping CCCA MIB to SYSAPPL MIB ..................................................................................... 38

Figure 19: SNMP Community Name Configuration Dialog ......................................................................... 52

Figure 20: SNMP User Name Configuration Dialog ................................................................................... 53

Figure 21: SNMP General Information Configuration Dialog ...................................................................... 55

Figure 22: SNMP Trap Destination Configuration Dialog ........................................................................... 57

Figure 23: Message Help File ..................................................................................................................... 65

Figure 24: syslog Feed Configuration Dialog .............................................................................................. 68

Figure 25: ICM Service Control ................................................................................................................... 74

Figure 26: Windows Task Manager

– Applications List .............................................................................. 75

Figure 27: Windows Task Manager - Process List ..................................................................................... 76

Figure 28: Registry Editor ........................................................................................................................... 77

Figure 29: Router Trace Utility .................................................................................................................... 81

Figure 30: Capacity Planning Process ........................................................................................................ 95

Figure 31: Graph of Samples to Find Busy Hour ........................................................................................ 97