Cisco Cisco Unified Operations Manager 8.5 White Paper

White Paper

Page 3 of 22

Introduction

This document highlights suggested best practices for field personnel and customers. It will help enable you to

effectively use Cisco

Unified Operations Manager to monitor Cisco Unified Contact Center Enterprise (Unified

CCE).

Other documents that address the monitoring of the other Cisco Unified Communications components are available.

This document does not replace the Cisco Unified Operations Manager user guide, which is available on Cisco.com

http://www.cisco.com/en/US/products/ps6535/products_user_guide_list.html

In addition, you will find the best-practices document for deployment topics such as initial device setup, installation

guidelines, server sizing, and so on, at

http://www.cisco.com/en/US/products/ps6535/prod_white_papers_list.html

About Cisco Unified Operations Manager

Cisco Unified Operations Manager (referred to as Operations Manager from this point forward) provides a unified

view of the entire IP communications infrastructure. It presents the current operational status of each element of the

IP communications network. Operations Manager continuously monitors the current operational status of different IP

communications elements, such as:

●

Cisco Unified Communications Manager

●

Cisco Unified Communications Manager Express

●

Cisco Unity

software

●

Cisco Unity Express

●

Cisco Unified Contact Center

●

Cisco Unified Contact Center Express

●

Cisco Unified Presence Server

●

Cisco Emergency Responder

●

Cisco Unified MeetingPlace

Express

●

Cisco gateways, routers, switches, and IP phones

Operations Manager also provides diagnostic capabilities for faster trouble isolation and resolution. It monitors and

evaluates the current status of both the IP communications infrastructure and the underlying transport infrastructure

in the network. It uses open interfaces such as Simple Network Management Protocol (SNMP), Hypertext Transfer

Protocol (HTTP), and Windows Management Instrumentation (WMI) to remotely poll data from different devices in

your IP communications deployment. Because Operations Manager does not deploy any agent software on the

devices being monitored, it is nondisruptive to your system operations.

Managing Cisco Unified Contact Center Enterprise

This document will focus primarily on the management aspects of Cisco Unified Contact Center Enterprise (CCE)

products. While there are a number of references to Cisco Unified Intelligent Contact Management Enterprise

(Unified ICME), and many components are identical between Unified ICME and Unified CCE, the content herein is

intended for Unified CCE management.

The following are the four major components of a Unified CCE deployment, and their basic functions:

●

Router: Makes the routing decisions. Select a peripheral or agent to receive an inbound contact (voice call,

email, chat).

●

Logger: Stores and replicates all configuration, real-time, and historical data.