Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
A P P E N D I X
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Cisco Unified Contact Center Express Integration
with LDAP Server
with LDAP Server
Cisco Unified CCX stores the configuration in the local datastore on the Cisco Unified CCX server.
Cisco Unified CCX accesses the user information from Cisco Unified CM via the Cisco Unified CM
Administrative XML Layer (AXL) API. User authentication is also done via the Cisco Unified CM AXL
API.
Cisco Unified CCX accesses the user information from Cisco Unified CM via the Cisco Unified CM
Administrative XML Layer (AXL) API. User authentication is also done via the Cisco Unified CM AXL
API.
Cisco Unified CCX supports Microsoft Active Directory (AD) and Netscape Directory (ND). However,
since the integration is done on the Cisco Unified CM LDAP configuration, the user information is
downloaded from the LDAP directory to the Cisco Unified CM local database, which in turn is synched
down to Cisco Unified CCX periodically via the AXL API. User authentication requests are sent to Cisco
Unified CM via the AXL API and then relayed to the external LDAP directory service if configured.
since the integration is done on the Cisco Unified CM LDAP configuration, the user information is
downloaded from the LDAP directory to the Cisco Unified CM local database, which in turn is synched
down to Cisco Unified CCX periodically via the AXL API. User authentication requests are sent to Cisco
Unified CM via the AXL API and then relayed to the external LDAP directory service if configured.
Because user authentication requires access to a user database in the LDAP server, if the LDAP server
is down or unavailable, you cannot access the Cisco Unified CCX Administration web interface and
agents cannot log in. Thus, install a redundant LDAP server to provide high availability. Cisco Unified
CM allows you to configure multiple LDAP servers to provide redundancy.
is down or unavailable, you cannot access the Cisco Unified CCX Administration web interface and
agents cannot log in. Thus, install a redundant LDAP server to provide high availability. Cisco Unified
CM allows you to configure multiple LDAP servers to provide redundancy.
Cisco Unified CCX-specific users for Cisco Unified CM Telephony and RmCm subsystems are now
created under the Cisco Unified Communications Manager Application User Group. Thus, these users
are under the control of Cisco Unified CM and can be created by Cisco Unified CCX via the AXL API.
This allows the Cisco Unified CCX auto provisioning feature to work seamlessly without requiring
manual access the LDAP directory configuration tool.
created under the Cisco Unified Communications Manager Application User Group. Thus, these users
are under the control of Cisco Unified CM and can be created by Cisco Unified CCX via the AXL API.
This allows the Cisco Unified CCX auto provisioning feature to work seamlessly without requiring
manual access the LDAP directory configuration tool.
In scenarios where multiple Cisco Unified CCX systems are configured on the same Cisco Unified CM
cluster, each Cisco Unified CCX system has visibility to all Resources on the Cisco Unified CM cluster.
Any user who has been assigned an ICD extension in Cisco Unified CM will be listed as a Resource in
Cisco Unified CCX Administration for each Cisco Unified CCX system. Since a Resource can only be
associated with one Cisco Unified CCX system, this requires that the Administrator be aware of which
resources are associated with each system. The Administrator can mitigate the confusion by having a
unique naming convention for Resources associated with a particular Cisco Unified CCX system.
cluster, each Cisco Unified CCX system has visibility to all Resources on the Cisco Unified CM cluster.
Any user who has been assigned an ICD extension in Cisco Unified CM will be listed as a Resource in
Cisco Unified CCX Administration for each Cisco Unified CCX system. Since a Resource can only be
associated with one Cisco Unified CCX system, this requires that the Administrator be aware of which
resources are associated with each system. The Administrator can mitigate the confusion by having a
unique naming convention for Resources associated with a particular Cisco Unified CCX system.
Since Cisco Unified CCX synchronizes with the Cisco Unified CM database for user information every
10 minutes, a Cisco Unified CM cluster with multiple Cisco Unified CCX systems will take longer to
synchronize and generate more traffic that could impact the network and server performance.
10 minutes, a Cisco Unified CM cluster with multiple Cisco Unified CCX systems will take longer to
synchronize and generate more traffic that could impact the network and server performance.
For more information about LDAP integration on Cisco Unified CM, refer the Cisco Unified
Communications Solution Reference Network Design (SRND).
Communications Solution Reference Network Design (SRND).
For more information about directory access and best practices, please refer the directory access and
integration topic in Cisco Unified Communications Solution Reference Network Design (SRND) at:
integration topic in Cisco Unified Communications Solution Reference Network Design (SRND) at: