Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

Cisco

Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................2
Related Documentation..............................................................................................................................2
Product Naming Conventions.....................................................................................................................3
Conventions................................................................................................................................................4
Obtaining Documentation and Submitting a Service Request...................................................................5
Documentation Feedback...........................................................................................................................5

1. Administration Overview.............................................................................................................................7

The Administration & Data Server..............................................................................................................8

Unified CCE Tools Folder.......................................................................................................................9
Administration Tools Folder..................................................................................................................11
Central and Local Databases..............................................................................................................12
Lock Administration..............................................................................................................................13
How to Acquire and Release a Lock....................................................................................................13

2. Fault Tolerance..........................................................................................................................................15

Architecture..............................................................................................................................................16

Approaches to Fault Tolerance............................................................................................................16
Duplicated Communication Paths........................................................................................................17
Node Manager.....................................................................................................................................18

Central Controller.....................................................................................................................................18

Two Sides............................................................................................................................................19
Geographic Distribution.......................................................................................................................21
Role of the Synchronizers....................................................................................................................22
Synchronization and State Transfer.....................................................................................................23

Database Fault Tolerance.........................................................................................................................25

Cisco Unified Intelligent Contact Management Database Recovery...................................................26

Network Interface Controllers...................................................................................................................27
Peripheral Gateways.................................................................................................................................28
Real-Time Administration & Data Servers................................................................................................30
Historical Data Servers.............................................................................................................................30
Simplexed Operation................................................................................................................................31
Fault Tolerance in Integrated Deployments...............................................................................................31

3. Working with Databases............................................................................................................................33

Overview...................................................................................................................................................34
Types of Data............................................................................................................................................35

Configuration and Script Data..............................................................................................................35
Historical and Real-time Data..............................................................................................................35

Central Database......................................................................................................................................36

Database Sizing and Creation.............................................................................................................37
Database Updates and Changes.........................................................................................................38

Local Database (AWDB)..........................................................................................................................38

Database Creation and Initialization....................................................................................................38
Real-time Data.....................................................................................................................................38

Configuration Management Service (CMS)..............................................................................................39
Temporary Database................................................................................................................................40

Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 8.x

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