Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
13-2
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 13 Cisco Unified Contact Center Management Portal
Unified CCMP Architecture
Unified CCMP Architecture
Unified CCMP is a multi-tier architecture consisting of a web server, application server, and database.
This architecture maintains a complete data model of the contact center equipment to which it is
connected, and the data model is periodically synchronized with the underlying Unified CCE equipment.
The Unified CCMP data model and synchronization activity allows for resources to be provisioned
either through Unified CCMP's Web interfaces or from the standard equipment-specific user interfaces
(the so-called "closed loop provisioning cycle").
This architecture maintains a complete data model of the contact center equipment to which it is
connected, and the data model is periodically synchronized with the underlying Unified CCE equipment.
The Unified CCMP data model and synchronization activity allows for resources to be provisioned
either through Unified CCMP's Web interfaces or from the standard equipment-specific user interfaces
(the so-called "closed loop provisioning cycle").
All provisioning operations entered through the Unified CCMP Web interfaces are checked for capacity
(Is there room on Unified CCE?) and concurrency (Has another user already modified or deleted the
resource?) before the request is committed to Unified CCMP. Unified CCMP then executes the
provisioning request through the relevant Unified CCE APIs and checks until the action has successfully
passed through the Unified CCE servers (the confirmation). At all stages, the process is audited to allow
the business users to run audit reports to determine who changed what and when.
(Is there room on Unified CCE?) and concurrency (Has another user already modified or deleted the
resource?) before the request is committed to Unified CCMP. Unified CCMP then executes the
provisioning request through the relevant Unified CCE APIs and checks until the action has successfully
passed through the Unified CCE servers (the confirmation). At all stages, the process is audited to allow
the business users to run audit reports to determine who changed what and when.
Unified CCMP back-end components connect to the Unified CCE interfaces with a "preferred"
connection and a backup. This applies more to the dual-sided Unified ICM than to the Unified CM
cluster, but typically Unified CCMP connects to the local Admin Workstation (the preferred connection)
and switches to the backup connection if the preferred connection fails. Unified CCMP switches back to
the preferred connection when its monitoring software detects the return to normal service.
connection and a backup. This applies more to the dual-sided Unified ICM than to the Unified CM
cluster, but typically Unified CCMP connects to the local Admin Workstation (the preferred connection)
and switches to the backup connection if the preferred connection fails. Unified CCMP switches back to
the preferred connection when its monitoring software detects the return to normal service.
Portal Interfaces
End-users connect to Unified CCMP through an HTTP/S connection. This is a standard IE6 (or later)
browser connection to Unified CCMP web server.
browser connection to Unified CCMP web server.
Unified CCMP uses three interface points with the rest of Unified CCE:
•
The Unified ICM Configuration Management Service (CMS, or ConAPI) server, which runs on the
distributor Admin Workstations, acts as the provisioning interface for Unified ICM. It uses the Java
RMI protocol, and the CMS server option must be selected as part of the Admin Workstation
installation.
distributor Admin Workstations, acts as the provisioning interface for Unified ICM. It uses the Java
RMI protocol, and the CMS server option must be selected as part of the Admin Workstation
installation.
•
The Unified ICM distributor Admin Workstation xx_awdb database catalog acts as the read-only
configuration confirmation interface for Unified ICM. This is an OLEDB protocol interface that
uses either Integrated Security or SQL Server integration. Integrated Security is recommended and
means that either Unified CCMP must be in the same Active Directory domain as the Admin
Workstation or that suitable permissions between the domains should be set up.
configuration confirmation interface for Unified ICM. This is an OLEDB protocol interface that
uses either Integrated Security or SQL Server integration. Integrated Security is recommended and
means that either Unified CCMP must be in the same Active Directory domain as the Admin
Workstation or that suitable permissions between the domains should be set up.
•
The Unified CM AXL interface acts as both the provisioning interface and the confirmation
interface for Unified CM. This is the standard web service using HTTP and XML SOAP protocol.
interface for Unified CM. This is the standard web service using HTTP and XML SOAP protocol.
Deployment Modes
Unified CCMP supports all Unified CCE 7.5(x) deployment modes, including parent/child. This section
explains the deployment modes and design recommendations that pertain to them.
explains the deployment modes and design recommendations that pertain to them.
Note
For all deployments, each Unified CCE instance connected to a Unified CCMP system requires a
separate Unified ICM Administrative Workstation (AW) physical server configured as a Primary
Distributor AW.
separate Unified ICM Administrative Workstation (AW) physical server configured as a Primary
Distributor AW.