Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
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 Contact Center Express (Unified CCX) uses directory service to store configuration
information and access user and resource information. Lightweight Directory Access Protocol (LDAP)
is a standard to access and modify the information in a directory. This appendix talks about some best
practices when using LDAP directory with Unified CCX.
information and access user and resource information. Lightweight Directory Access Protocol (LDAP)
is a standard to access and modify the information in a directory. This appendix talks about some best
practices when using LDAP directory with Unified CCX.
Currently Unified CCX supports three types of directory services, Cisco Unified CallManager Data
Connection (DC) directory, Microsoft Active Directory (AD) and Netscape Directory (ND).
Connection (DC) directory, Microsoft Active Directory (AD) and Netscape Directory (ND).
You can configure the LDAP server for user information under Cisco Unified CallManager LDAP Server
Information page of CRS Administration. And the CRS configuration LDAP server can be configured
under CRS LDAP Server Information page. Although the LDAP server configuration for these two types
of information is separate, you should use the same LDAP server that is configured on Cisco Unified
CallManager.
Information page of CRS Administration. And the CRS configuration LDAP server can be configured
under CRS LDAP Server Information page. Although the LDAP server configuration for these two types
of information is separate, you should use the same LDAP server that is configured on Cisco Unified
CallManager.
Since user authentication requires access to user database in LDAP server, if LDAP server is down or
unavailable, you cannot access the CRS Administration web interface and agents cannot log in. Thus,
be sure to install a redundant LDAP server to provide high availability.
unavailable, you cannot access the CRS Administration web interface and agents cannot log in. Thus,
be sure to install a redundant LDAP server to provide high availability.
If Microsoft Active Directory is used, special users for JTAPI and RmCm subsystems are created, and
the password can be entered in CRS Administration. However, the password must also be entered in AD
using tools provided by the supplier (for example, Microsoft ADSI Edit for Active Directory). The
password entered must match the password entered in CRS Administration. In release 4.1, CRS supports
child domain for agents.
the password can be entered in CRS Administration. However, the password must also be entered in AD
using tools provided by the supplier (for example, Microsoft ADSI Edit for Active Directory). The
password entered must match the password entered in CRS Administration. In release 4.1, CRS supports
child domain for agents.
Unified CCX releases before release 4.1 allowed the sharing of applications among CRS systems. In
release 4.1, applications are stored in the cluster's database repository, so applications cannot be shared
between clusters any more.
release 4.1, applications are stored in the cluster's database repository, so applications cannot be shared
between clusters any more.
In scenarios where multiple CRS clusters are referencing the same LDAP instance, each cluster has
visibility to all Resources. Any LDAP user that has been assigned an ICD extension will be listed as a
Resource in CRS Administration for each CRS cluster. Since a Resource can only be associated with one
CRS cluster, this requires that the Administrator be aware of which resources are associated with each
cluster. The Administrator can mitigate the confusion by having a unique naming convention for
Resources associated with a particular CRS cluster.
visibility to all Resources. Any LDAP user that has been assigned an ICD extension will be listed as a
Resource in CRS Administration for each CRS cluster. Since a Resource can only be associated with one
CRS cluster, this requires that the Administrator be aware of which resources are associated with each
cluster. The Administrator can mitigate the confusion by having a unique naming convention for
Resources associated with a particular CRS cluster.
Since CRS synchronizes with LDAP for user information every 10 minutes, a directory with a large
number of agents may take a long time to synchronize and this can impact the network and server
performance.
number of agents may take a long time to synchronize and this can impact the network and server
performance.