Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual
Administration Overview
This section provides an administration overview of Cisco Unified Intelligent Contact
Management (Unified ICM) software (documented as "system software" in this guide).
Management (Unified ICM) software (documented as "system software" in this guide).
There are some aspects about administrating the Unified ICM system that you need to understand:
•
Fault Tolerant Architecture. The fault tolerant architecture of the Unified ICM system
ensures continuous operation in the event of hardware or software failures. Certain system
administration tasks might not be necessary depending on the level of fault tolerance present
in your Unified ICM system. You should review the Unified ICM’s fault tolerant features in
order to gain a better understanding of overall system administration.
ensures continuous operation in the event of hardware or software failures. Certain system
administration tasks might not be necessary depending on the level of fault tolerance present
in your Unified ICM system. You should review the Unified ICM’s fault tolerant features in
order to gain a better understanding of overall system administration.
•
Unified ICM Databases. The central database resides on the Central Controller and is used
for persistent storage of data. In addition, each Administration & Data Server has its own
local database (awdb). The local database (awdb) is used for real-time reporting and storing
configuration data and scripts. You should understand how these databases are used in the
system. You should also become familiar with the tools that manage the data in these
databases.
for persistent storage of data. In addition, each Administration & Data Server has its own
local database (awdb). The local database (awdb) is used for real-time reporting and storing
configuration data and scripts. You should understand how these databases are used in the
system. You should also become familiar with the tools that manage the data in these
databases.
•
Database Storage. The Unified ICM databases are sized and set up at installation to suit
your particular contact center requirements. However, you might want to become familiar
with the aspects of system usage that affect database storage capacity. You might also want
to review the criteria for sizing the Unified ICM central database.
your particular contact center requirements. However, you might want to become familiar
with the aspects of system usage that affect database storage capacity. You might also want
to review the criteria for sizing the Unified ICM central database.
•
General Administration. Although most administration is taken care of automatically by
the system, there are several optional administration features you should be aware of
(especially if configuration uses a simplexed Central Controller). These include backing up
the central database, performing manual integrity checks on the local database (awdb), and
examining the Logger’s event log files.
the system, there are several optional administration features you should be aware of
(especially if configuration uses a simplexed Central Controller). These include backing up
the central database, performing manual integrity checks on the local database (awdb), and
examining the Logger’s event log files.
Note: Simplexing is not supported in a production environment.
•
Running programs from Windows Server 2008 with Service Pack 2 or later systems.
When you run programs from a Windows Server 2008 system with User Account Control
When you run programs from a Windows Server 2008 system with User Account Control
Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 8.x
7
Chapter 1