Cisco Cisco Agent Desktop 8.0 Guide De Montage

All other Cisco Desktop servers register with the Directory Services server at 
startup. Clients use the Directory Services server to determine how to connect to 
the other servers. 

You can install an optional secondary Directory Services server to provide 
redundancy for the primary Directory Services server.

The majority of the agent, supervisor, team, and skill information is also kept on 
the Directory Services server. Most of this information is imported from the ICM 
logger and kept synchronized by the Directory Services Sync (Synchronization) 
server.

The Directory Services Sync server connects to the ICM logger SQL database 
via an ODBC connection and retrieves agent, supervisor, team, and skill 
information. It then compares the information with the information in the Directory 
Services server and adds, updates, or deletes Directory Services entries as 
needed to stay consistent with the ICM configuration.

The Replication server is installed only if the configuration includes a secondary 
Directory Services server. It handles the communication between the primary and 
secondary Directory Services servers so that the information contained in them is 
identical.

The Call/Chat server is a CORBA server program that acts as a message broker 
between the Call/Chat clients and the Supervisor Desktop program. The 
Call/Chat server is in constant communication with all agent and supervisor 
desktops.

Agents’ desktops inform the Call/Chat server of all call activity. The server, in turn, 
sends this information to all appropriate supervisors. It also facilitates the sending 
of text chat and marquee messages between agents (excluding IP Phone agents) 
and supervisors.

The Enterprise server is a CORBA server program that tracks calls in the system. 
It is used to attach IVR-collected data to a call in order to make it available at the 
agent desktop. It also provides real-time call history.