Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
then requests current configuration information from the child and uploads any configuration
changes. While the PIM is connected, it continues to make dynamic configuration changes and
also updates the parent database to reflect the changes.
changes. While the PIM is connected, it continues to make dynamic configuration changes and
also updates the parent database to reflect the changes.
Note: There are differences between the way the IPCC Express Gateway and the IPCC Enterprise
Gateway are configured and used. See Chapter 2 for information about deploying the IPCC
Enterprise Gateway and Chapter 3 for information about deploying the IPCC Express Gateway.
Gateway are configured and used. See Chapter 2 for information about deploying the IPCC
Enterprise Gateway and Chapter 3 for information about deploying the IPCC Express Gateway.
About Peripheral Gateways
Each contact center device (ACD or IVR) communicates with Unified ICME software through
a peripheral gateway (PG). The PG reads status information from the device and passes it back
to Unified ICME. It also responds to requests for routing information. The PG runs one or more
PIM processes, which are the software components that communicate with proprietary ACD
and IVR systems. A single PIM is required for each peripheral to which the PG interfaces.
a peripheral gateway (PG). The PG reads status information from the device and passes it back
to Unified ICME. It also responds to requests for routing information. The PG runs one or more
PIM processes, which are the software components that communicate with proprietary ACD
and IVR systems. A single PIM is required for each peripheral to which the PG interfaces.
Before you install a Peripheral Gateway (PG):
•
The Windows operating system—including Simple Network Management Protocol
(SNMP)—must be installed on the computer.
(SNMP)—must be installed on the computer.
•
You must have set up the Windows Active Directory services for Unified ICME.
•
Unified ICME requires that an instance be set up for a PG.
In the IPCC Express Gateway deployment model, where the IPCC Express Gateway PG is
co-resident on the Unified CCX server (running the Windows OS), the PG's SNMP data is not
available.
co-resident on the Unified CCX server (running the Windows OS), the PG's SNMP data is not
available.
Note: Each Unified CCX or Unified CCE Gateway child deployment can connect to only one
Unified ICME parent instance. However, one Unified ICME parent instance can support multiple
Unified CCX or Unified CCE children.
Unified ICME parent instance. However, one Unified ICME parent instance can support multiple
Unified CCX or Unified CCE children.
For any Unified ICME installation, you must complete the configuration of the components
before a PG can function.
before a PG can function.
See Also
See Chapters 2 and 3 for additional information about deploying Contact Center Gateway.
For release specifics about the Windows operating system, refer to the Hardware and System
Software Specification (Bill of Materials) for Cisco Unified ICM/Unified Contact Center
Enterprise & Hosted, Release 7.5(1)
Software Specification (Bill of Materials) for Cisco Unified ICM/Unified Contact Center
Enterprise & Hosted, Release 7.5(1)
High Availability and Fault Tolerance in Contact Center Gateway Deployments
This section describes how parent/child deployments accommodate failover.
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)
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Chapter 1: About Cisco Unified Contact Center Gateway
About Peripheral Gateways