Cisco Cisco IPCC Web Option Leaflet
3-16
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Multi-Channel Design Considerations (Cisco Email Manager Option and Cisco Collaboration Server Option)
For more information on these options, review the Unified CVP product documentation at
Multi-Channel Design Considerations (Cisco Email
Manager Option and Cisco Collaboration Server Option)
Note
This section does not apply to the Cisco Interaction Manager, E-Mail Interaction Manager (EIM), or Web
Interaction Manager (WIM) products introduced in 2007. This section refers to the Cisco E-Mail
Manager (CEM) and Cisco Collaboration Server (CCS) 5.x products only, which are no longer available
for new customers.
Interaction Manager (WIM) products introduced in 2007. This section refers to the Cisco E-Mail
Manager (CEM) and Cisco Collaboration Server (CCS) 5.x products only, which are no longer available
for new customers.
The Unified CCE solution can be extended to support multi-channel customer contacts, with email and
web contacts being routed by the Unified CCE to agents in a blended or universal queue mode. The
following optional components are integrated into the Unified CCE architecture (see
web contacts being routed by the Unified CCE to agents in a blended or universal queue mode. The
following optional components are integrated into the Unified CCE architecture (see
•
Media Routing Peripheral Gateway
To route multi-channel contacts, the Cisco e-Mail Manager and Cisco Collaboration Server Media
Blender communicate with the Media Routing Peripheral Gateway. The Media Routing Peripheral
Gateway, like any peripheral gateway, can be deployed in a redundant or duplex manner with two
servers interconnected for high availability. Typically, the Media Routing Peripheral Gateway is
co-located at the Central Controller and has an IP socket connection to the multi-channel systems.
Blender communicate with the Media Routing Peripheral Gateway. The Media Routing Peripheral
Gateway, like any peripheral gateway, can be deployed in a redundant or duplex manner with two
servers interconnected for high availability. Typically, the Media Routing Peripheral Gateway is
co-located at the Central Controller and has an IP socket connection to the multi-channel systems.
•
Admin Workstation ConAPI Interface
The integration of the Cisco multi-channel options allows for the Unified ICM and optional systems
to share configuration information about agents and their related skill groups. The Configuration
Application Programming Interface (ConAPI) runs on an Administrative Workstation and can be
configured with a backup service running on another Administrative Workstation.
to share configuration information about agents and their related skill groups. The Configuration
Application Programming Interface (ConAPI) runs on an Administrative Workstation and can be
configured with a backup service running on another Administrative Workstation.
•
Agent Reporting and Management (ARM) and Task Event Services (TES) Connections
ARM and TES services provide call (ARM) and non-voice (TES) state and event notification from
the Unified CCE CTI Server to the multi-channel systems. These connections provide agent
information to the email and web environments as well as accepting and processing task requests
from them. The connection is a TCP/IP socket that connects to the agent's associated CTI Server,
which can be deployed as a redundant or duplex pair on the Agent Peripheral Gateway.
the Unified CCE CTI Server to the multi-channel systems. These connections provide agent
information to the email and web environments as well as accepting and processing task requests
from them. The connection is a TCP/IP socket that connects to the agent's associated CTI Server,
which can be deployed as a redundant or duplex pair on the Agent Peripheral Gateway.