Cisco Cisco Unified Contact Center Enterprise 9.0(2) Prospecto
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Cisco Unified Intelligent Contact Management (Unified ICM) Software
are the number of agents, the number of skills per agent, the number of Unified IP IVR ports, the number
of VRU Script nodes in the ICM routing script, Extended Call Context (ECC) usage, and which statistics
agents need at their desktops.
of VRU Script nodes in the ICM routing script, Extended Call Context (ECC) usage, and which statistics
agents need at their desktops.
The core Unified ICM software modules are:
•
Call Router
•
Logger
•
Agent Peripheral Gateway (PG)
•
Unified CM Peripheral Interface Manager (PIM)
•
IP IVR or CVP VRU PIM
•
CTI Server
•
CTI Object Server (CTI OS)
•
Administrative Workstation (AW) or Real-Time Distributor
•
Historical Data Server (HDS)
•
WebView Reporting Server
The Call Router is the module that makes all routing decisions on how to route a call or customer contact.
The Logger is the database server that stores contact center configuration and reporting data. The
Unified CM PIM is the process that interfaces to a Unified CM cluster via the JTAPI protocol. The VRU
PIM is the process that interfaces to the Unified IP IVR or Unified CVP via the Service Control Interface
(SCI) protocol. The CTI Server is the process that interfaces to the CTI OS, the CTI Object Server to
which Agent Desktops connect.
The Logger is the database server that stores contact center configuration and reporting data. The
Unified CM PIM is the process that interfaces to a Unified CM cluster via the JTAPI protocol. The VRU
PIM is the process that interfaces to the Unified IP IVR or Unified CVP via the Service Control Interface
(SCI) protocol. The CTI Server is the process that interfaces to the CTI OS, the CTI Object Server to
which Agent Desktops connect.
Each ICM software module can be deployed in a redundant fashion. When a module is deployed in a
redundant fashion, we refer to the two sides as side A and side B. For example, Call Router A and Call
Router B are redundant instances of the Call Router module (process) running on two different servers.
This redundant configuration is also referred to as duplex mode, whereas a non-redundant configuration
is said to be running in simplex mode. (Simplex mode is not supported for production environments.)
When processes are running in duplex mode, they are not load-balanced. The A and B sides are both
executing the same set of messages and, therefore, producing the same result. In this configuration,
logically, there appears to be only one Call Router. The Call Routers run in synchronized execution
across the two servers, which means both sides of the duplex servers process every call. In the event of
a failure, the surviving Call Router will pick up the call mid-stream and continue processing in real-time
and without user intervention.
redundant fashion, we refer to the two sides as side A and side B. For example, Call Router A and Call
Router B are redundant instances of the Call Router module (process) running on two different servers.
This redundant configuration is also referred to as duplex mode, whereas a non-redundant configuration
is said to be running in simplex mode. (Simplex mode is not supported for production environments.)
When processes are running in duplex mode, they are not load-balanced. The A and B sides are both
executing the same set of messages and, therefore, producing the same result. In this configuration,
logically, there appears to be only one Call Router. The Call Routers run in synchronized execution
across the two servers, which means both sides of the duplex servers process every call. In the event of
a failure, the surviving Call Router will pick up the call mid-stream and continue processing in real-time
and without user intervention.
Other components in the ICM, such as the Peripheral Gateways, run in hot-standby mode, meaning that
only one of the Peripheral Gateways is actually active and controlling Unified CM or the IVR. When the
active side fails, the surviving side automatically takes over processing of the application. During a
failure, the surviving side is said to be running in simplex mode and will continue to function this way
until the redundant/duplex side is restored to service, then it will automatically return to duplex
operation.
only one of the Peripheral Gateways is actually active and controlling Unified CM or the IVR. When the
active side fails, the surviving side automatically takes over processing of the application. During a
failure, the surviving side is said to be running in simplex mode and will continue to function this way
until the redundant/duplex side is restored to service, then it will automatically return to duplex
operation.
Another important component of the architecture is the Historical Data Server (HDS). This is
instantiated by installing a Real-time Distributor with the HDS option to enable this server to maintain
a historical reporting database that is synchronized from the Logger to enable the latter to maintain a
limited set of records for optimum operation. The HDS follows an n+1 scalability architecture with each
HDS, choosing a Logger side (A or B) as its preferred and primary data source. The HDS is a required
component for historical reporting by WebView or the Unified Intelligence Suite. WebView can be
co-resident with the HDS or deployed in standalone web server mode to achieve higher scalability in
terms of reporting users that need access to the application for real-time and historical reporting. Refer
to the chapter on
instantiated by installing a Real-time Distributor with the HDS option to enable this server to maintain
a historical reporting database that is synchronized from the Logger to enable the latter to maintain a
limited set of records for optimum operation. The HDS follows an n+1 scalability architecture with each
HDS, choosing a Logger side (A or B) as its preferred and primary data source. The HDS is a required
component for historical reporting by WebView or the Unified Intelligence Suite. WebView can be
co-resident with the HDS or deployed in standalone web server mode to achieve higher scalability in
terms of reporting users that need access to the application for real-time and historical reporting. Refer
to the chapter on
, for more details.