Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
The components of a single side must be located at a single site; that is, the CallRouter and
Logger for Side A must be collocated. For maximum fault-tolerance, the Side B components
may be at a different site than Side A.
Logger for Side A must be collocated. For maximum fault-tolerance, the Side B components
may be at a different site than Side A.
If a Peripheral Gateway (PG) is duplexed, both PGs (A and B) are typically located at a single
site; usually, the same site that contains the contact center equipment. If a disaster causes the
entire site to fail, the contact center equipment itself is unavailable. Therefore, having a duplexed
PG at another site would provide little benefit.
site; usually, the same site that contains the contact center equipment. If a disaster causes the
entire site to fail, the contact center equipment itself is unavailable. Therefore, having a duplexed
PG at another site would provide little benefit.
For more information about the ICM system's fault-tolerant architecture, see the ICM
Administration Guide for Cisco ICM Enterprise Edition.
Administration Guide for Cisco ICM Enterprise Edition.
Communication Between Components
The ICM platform requires both local and wide area networks for communication among the
nodes. Each site requires Ethernet unshielded twisted pair (UTP) for local communications.
The ICM uses TCP/IP for communication between sites.
nodes. Each site requires Ethernet unshielded twisted pair (UTP) for local communications.
The ICM uses TCP/IP for communication between sites.
The ICM uses visible networks, which might also be used by other equipment, and private
networks that are reserved for its own use.
networks that are reserved for its own use.
For information about setting up the networks for the ICM, see the Pre-Installation Planning
Guide for Cisco ICM Enterprise Edition.
Guide for Cisco ICM Enterprise Edition.
Instances, Customers and Components
An instance is a single logical ICM. An instance typically consists of several software
components (CallRouter, Logger, Peripheral Gateways, Admin Workstations)—some of which
may be duplexed—typically installed on several different computers. A single computer may
run multiple components of a single instance or components of multiple instances.
components (CallRouter, Logger, Peripheral Gateways, Admin Workstations)—some of which
may be duplexed—typically installed on several different computers. A single computer may
run multiple components of a single instance or components of multiple instances.
Note: You can also install multiple instances on a single computer. However, ICM has a
limitation of 25 instances per machine.
limitation of 25 instances per machine.
A customer is an organization that uses the ICM to manage its contact center enterprise. Each
customer has its own dialed numbers, labels, call types, scripts, and scheduled targets. However,
all Peripheral Gateways, peripherals, services, skill groups, and so forth are associated with the
instance rather than a specific customer. Therefore, customers who share an instance cannot
have their own Peripheral Gateways. Such customers, however, can be assigned a network VRU
with customer-specific scripts for special call treatment.
customer has its own dialed numbers, labels, call types, scripts, and scheduled targets. However,
all Peripheral Gateways, peripherals, services, skill groups, and so forth are associated with the
instance rather than a specific customer. Therefore, customers who share an instance cannot
have their own Peripheral Gateways. Such customers, however, can be assigned a network VRU
with customer-specific scripts for special call treatment.
The following table summarizes what data can be associated with a specific customer and what
data are shared by an entire instance.
data are shared by an entire instance.
.
ICM Installation Guide for Cisco ICM Enterprise Edition Release 7.0(0)
12
Introduction
Communication Between Components