Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

The RSM server runs two application instances, VLEngine and PhoneSim, which 
together provide RSM services to callers. 

The VLEngine tracks the environment state and handles most of the requests from 
the call flow script (i.e., login authentication, agent listing, permissions required 
to monitor a call). The PhoneSim service manages the simulated phones. 

VLEngine runs on the Tomcat application server software, which provides servlet 
hosting. So, when a supervisor who is dialed into RSM interacts with the system, 
the call flow script makes HTTP requests for dynamic content from VLEngine 
servlets and then parses the appropriate output. Requests for static content, such 
as audio prompts, are also made to the VLEngine in certain cases (e.g., for the 
CVP VXML script, and for some parts of the IP IVR script through the use of its 
VXML VoiceBrowser step).

VLEngine monitors all Unified CCE events via CTI OS, keeping dynamic, 
real-time track of those agents currently handling calls, as well as the skillgroup 
membership of those agents. So, for example, if an agent was previously not on a 
call when the caller first dialed in, but is now handling a call, that agent’s status 
is updated so they can now be monitored.

The Apache Tomcat server bundled with RSM has been modified for optimum 
security; as such, no additional configuration must need be made to Tomcat.

PhoneSim device entries look and act exactly like hardware VoIP phones in the 
Unified Communications Manager environment; however, they are actually 
managed and controlled by the RSM server, mimicking a supervisor’s VoIP 
phone, and providing supervisor dial-in functionality.