Cisco Cisco IPCC Web Option Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 3 Design Considerations for High Availability
Cisco Collaboration Server Option
Cisco Collaboration Server Option
The Cisco Collaboration Server is integrated with Unified CCE to provide web chat and co-browsing
support in the multi-channel contact center with Unified CCE. The major components of the Cisco
Collaboration Server are (see
support in the multi-channel contact center with Unified CCE. The major components of the Cisco
Collaboration Server are (see
):
•
Cisco Collaboration Server — Collaboration servers are deployed outside the corporate firewall in
a demilitarized zone (DMZ) with the corporate web servers they support. The Collaboration Server
typically supports up to 400 concurrent sessions, but multiple servers can be deployed to handle
larger contact volume or to provide a backup collaboration server for agents to access if their
primary server fails.
a demilitarized zone (DMZ) with the corporate web servers they support. The Collaboration Server
typically supports up to 400 concurrent sessions, but multiple servers can be deployed to handle
larger contact volume or to provide a backup collaboration server for agents to access if their
primary server fails.
•
Cisco Collaboration Server Database Server — This server maintains the online database of all chat
and browsing sessions as well as configuration and routing rules in the system. It can be co-resident
on the Cisco Collaboration Server; however, because the Cisco Collaboration Server is outside the
firewall, most enterprises deploy it on a separate server inside the firewall to protect the historical
data in the database. Multiple Cisco Collaboration Servers can point to the same database server to
reduce the total number of servers required for the solution. For redundancy, each collaboration
server could also have its own dedicated database server.
and browsing sessions as well as configuration and routing rules in the system. It can be co-resident
on the Cisco Collaboration Server; however, because the Cisco Collaboration Server is outside the
firewall, most enterprises deploy it on a separate server inside the firewall to protect the historical
data in the database. Multiple Cisco Collaboration Servers can point to the same database server to
reduce the total number of servers required for the solution. For redundancy, each collaboration
server could also have its own dedicated database server.
•
Cisco Collaboration Server Media Blender — This server polls the collaboration servers to check
for new requests, and it manages the Media Routing and CTI/Task interfaces to connect the agent
and caller. Each Unified CCE Agent Peripheral Gateway will have its own Media Blender, and each
Media Blender will have a Media Routing peripheral interface manager (PIM) component on the
Media Routing Peripheral Gateway.
for new requests, and it manages the Media Routing and CTI/Task interfaces to connect the agent
and caller. Each Unified CCE Agent Peripheral Gateway will have its own Media Blender, and each
Media Blender will have a Media Routing peripheral interface manager (PIM) component on the
Media Routing Peripheral Gateway.
•
Cisco Collaboration Dynamic Content Adaptor (DCA) — This server is deployed in the DMZ with
the collaboration server, and it allows the system to share content that is generated dynamically by
programs on the web site (as opposed to static HTTP pages). Multiple DCA servers can be
configured and called from the Collaboration Server(s) for redundancy as well.
the collaboration server, and it allows the system to share content that is generated dynamically by
programs on the web site (as opposed to static HTTP pages). Multiple DCA servers can be
configured and called from the Collaboration Server(s) for redundancy as well.