Cisco Cisco IPCC Web Option Leaflet
1-17
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
Reporting Data
The data sources for WebView reports reside on a Distributor AW. For a detailed description of the
reporting data flow and the concepts introduced here, refer to the WebView Installation and
Administration Guide, available at
reporting data flow and the concepts introduced here, refer to the WebView Installation and
Administration Guide, available at
Administrative Workstation Database (AWDB)
The AWDB stores real-time and configuration data. Real-time reports combine these two types of data
to present a near-current transient snapshot of the system. Real-time reports refresh on a regular interval
so that the most current data is always displayed.
to present a near-current transient snapshot of the system. Real-time reports refresh on a regular interval
so that the most current data is always displayed.
Historical Data Server (HDS)
The HDS stores historical data. Historical reports query the AWDB to gather configuration data and join
that data with data found in the HDS. Historical reports are typically available in two forms: reports
generated on the half hour and reports generated daily. Half-hour reports should be used to report on
periods of time less than one day in length.
that data with data found in the HDS. Historical reports are typically available in two forms: reports
generated on the half hour and reports generated daily. Half-hour reports should be used to report on
periods of time less than one day in length.
Unified Contact Center Management Portal
The Unified Contact Center Management Portal provides a simple to use web-based user interface to
streamline the day-to-day provisioning and configuration operations performed by a contact center
manager, team lead, or administrator. The Management Portal provides the following key benefits:
streamline the day-to-day provisioning and configuration operations performed by a contact center
manager, team lead, or administrator. The Management Portal provides the following key benefits:
•
Simple to use web user interface for performing basic tasks such as move/add/modify phones,
agents, skill groups, teams, and other common contact center administrative functions for an IP
contact center
agents, skill groups, teams, and other common contact center administrative functions for an IP
contact center
•
Unified Configuration; that is, tenant provisioning of both the applicable IP contact center elements
and the Unified Communications Manager components through a single task-based web interface
and the Unified Communications Manager components through a single task-based web interface
•
Partitioned System supporting multiple business units with complete autonomy
•
Hierarchical Administration supporting multiple business-level users, where each user is defined
with specific roles and responsibilities
with specific roles and responsibilities
•
Audit Trail Reports that detail configuration changes and usage by all users of the management
portal
portal
Support Tools
Cisco Support Tools is an application that contains a suite of utilities that allow you to manage and
troubleshoot servers that run a broad range of Cisco Unified product software components.Through
Support Tools, you can troubleshoot configuration and performance problems on these systems from any
machine running a supported version of Windows and Internet Explorer on your network that can access
the Support Tools Server.
troubleshoot servers that run a broad range of Cisco Unified product software components.Through
Support Tools, you can troubleshoot configuration and performance problems on these systems from any
machine running a supported version of Windows and Internet Explorer on your network that can access
the Support Tools Server.
Access to utilities in the Support Tools suite is through a browser-based interface – the Support Tools
Dashboard – installed on the Support Tools Server. Levels of security control both access to the
Dashboard and the ability to use specific tools once logged in. In low bandwidth conditions (for
example, via dial-up access) or when Web browsing is otherwise impractical, many Support Tools
utilities can also be accessed and run via the command line interface.
Dashboard – installed on the Support Tools Server. Levels of security control both access to the
Dashboard and the ability to use specific tools once logged in. In low bandwidth conditions (for
example, via dial-up access) or when Web browsing is otherwise impractical, many Support Tools
utilities can also be accessed and run via the command line interface.