Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
Client AWs communicate with a Distributor AW to view and modify the ICM Central Controller
database and to receive real-time reporting data. Distributor AWs off-load the Central Controller (the
real-time call processing engine) from the task of constantly distributing real-time contact center data to
the client AWs.
database and to receive real-time reporting data. Distributor AWs off-load the Central Controller (the
real-time call processing engine) from the task of constantly distributing real-time contact center data to
the client AWs.
AWs can be installed with the following software options:
•
Historical Data Server (HDS)
•
WebView Server
•
Internet Script Editor Server
•
WebConfig Server (Unified CCE 7.0 System Deployments only)
The Historical Data Server (HDS) is the database used for longer-term data storage and reporting.
WebView Server is the reporting server that can be installed either on an HDS server or on a standalone
server. For information on the reporting deployment options, refer to the chapters on
WebView Server is the reporting server that can be installed either on an HDS server or on a standalone
server. For information on the reporting deployment options, refer to the chapters on
.
The WebView Server option provides browser-based reporting. This option enables reporting to be done
from any computer with a browser. The Internet Script Editor Server can be installed only on a
Distributor AW, and it provides an HTTPS (default protocol) connection for Script Editor clients. The
WebConfig Server provides a browser-based configuration tool for the Unified CCE 7.0 System
Deployment (Child Unified CCE) and can be installed only on a Distributor AW.
from any computer with a browser. The Internet Script Editor Server can be installed only on a
Distributor AW, and it provides an HTTPS (default protocol) connection for Script Editor clients. The
WebConfig Server provides a browser-based configuration tool for the Unified CCE 7.0 System
Deployment (Child Unified CCE) and can be installed only on a Distributor AW.
The reason for requiring the AW to run on a separate server for production systems is to ensure that
complex reporting queries do not interrupt the real-time call processing of the Call Router and Logger
processes. For lab or prototype systems, the AW (with the WebView Server option) can be installed on
the same server as the Call Router and Logger. If the AW is installed on the same server as the Logger,
then HDS is no longer required because a complete copy of the Logger database is already present on
the server.
complex reporting queries do not interrupt the real-time call processing of the Call Router and Logger
processes. For lab or prototype systems, the AW (with the WebView Server option) can be installed on
the same server as the Call Router and Logger. If the AW is installed on the same server as the Logger,
then HDS is no longer required because a complete copy of the Logger database is already present on
the server.
For more details on the design and configuration of the AWs, refer to the ICM product documentation
available online at Cisco.com.
available online at Cisco.com.
Unified CCE Reporting
The Unified CCE Reporting solution provides an interface to access data describing the historical and
real-time states of the system. The reporting solution consists of the following components:
real-time states of the system. The reporting solution consists of the following components:
•
WebView — the reporting user interface
•
Reporting Data — contained on a Distributor AW
–
Administrative Workstation Database (AWDB) — contains real-time and configuration data
–
Historical Data Server (HDS) — contains the historical data
WebView
The reporting user interface is a web-based application referred to as WebView. WebView performs the
basic operations of gathering user input, querying the databases and presenting the requested data.
Additionally, WebView is a full-featured reporting application server that provides functions such as
authentication, storing users' favorite reports, launching scheduled reports, and so forth. WebView can
be installed on an AW or, to increase scalability, it can be installed on a standalone server. The WebView
architecture is described in the WebView Installation and Administration Guide, available at
basic operations of gathering user input, querying the databases and presenting the requested data.
Additionally, WebView is a full-featured reporting application server that provides functions such as
authentication, storing users' favorite reports, launching scheduled reports, and so forth. WebView can
be installed on an AW or, to increase scalability, it can be installed on a standalone server. The WebView
architecture is described in the WebView Installation and Administration Guide, available at