Cisco Cisco Unified Contact Center Management Portal 11.5(1) Troubleshooting Guide
16
Troubleshooting Guide for Cisco Unified Contact Center Management Portal Release 7.1(3)
The Management Portal Provisioning Server
The Unified Contact Center Management Portal Provisioning Server
component provides the connections to remote systems such as the Cisco
ICM and CallManager. Using the Provisioning Server component to
access remote systems provides a tried and tested way to manage, monitor
and secure system connections. The Unified Contact Center Management
Portal Provisioning Server component provides many advanced features
including connection management, fault tolerance and automatic failover
between connected systems.
component provides the connections to remote systems such as the Cisco
ICM and CallManager. Using the Provisioning Server component to
access remote systems provides a tried and tested way to manage, monitor
and secure system connections. The Unified Contact Center Management
Portal Provisioning Server component provides many advanced features
including connection management, fault tolerance and automatic failover
between connected systems.
Resource States
A resource is any kind of entity on the Cisco ICM or CICM and
CallManager, for example agents, teams, skill groups and phones. All the
resources in the Unified Contact Center Management Portal participate in
a state machine. A state machine is a collection of states which a resource
will progress through during its lifetime. It is important to understand the
state machine when trouble shooting problems in the Unified Contact
Center Management Portal. The states are shown below:
CallManager, for example agents, teams, skill groups and phones. All the
resources in the Unified Contact Center Management Portal participate in
a state machine. A state machine is a collection of states which a resource
will progress through during its lifetime. It is important to understand the
state machine when trouble shooting problems in the Unified Contact
Center Management Portal. The states are shown below:
State Descriptions
Synchronize
Synchronize is the initial state for all dimension items created through the
Unified Contact Center Management Portal.
Unified Contact Center Management Portal.
It is also the initial state for any dimension item that is created by the
importer. This ensures that dimension items created on an external system,
such as a CICM, are provisioned on all other systems controlled by the
Unified Contact Center Management Portal, such as the CallManager.
importer. This ensures that dimension items created on an external system,
such as a CICM, are provisioned on all other systems controlled by the
Unified Contact Center Management Portal, such as the CallManager.
Each dimension type (agent, tenant, skill group and so forth) has a separate
idempotent Synchronize microflow. (By idempotent it is meant that no
matter how many times the microflow is launched, conflicts or errors will
idempotent Synchronize microflow. (By idempotent it is meant that no
matter how many times the microflow is launched, conflicts or errors will