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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 2 Cisco Unified Contact Center Express Solution Architecture
Monitoring and Recording Components
Every Unified CCX deployment must have a CRS Engine component and a Database component. These
software processes can run on the same physical server or on separate servers. When separated, they
must be located in the same Campus LAN with the maximum round trip delay of 2 ms between them. A
standby CRS Engine component and Database component are options that will be discussed later in this
chapter. The Monitoring component and Recording component are optional and are discussed in the next
section of this chapter. The combined set of physical servers upon which these software modules run is
called an Unified CCX cluster. The maximum cluster size for Unified CCX is 10 physical servers. The
cluster concept for Unified CCX is a little different than Cisco Unified CallManager. In a Cisco Unified
CallManager cluster, every node has a copy of the database. In an Unified CCX cluster, at most two
nodes will have a database. The other nodes within an Unified CCX cluster will be running one or more
of the other software server processes. Design rules for Unified CCX deployment models will be
discussed in the next chapter.
software processes can run on the same physical server or on separate servers. When separated, they
must be located in the same Campus LAN with the maximum round trip delay of 2 ms between them. A
standby CRS Engine component and Database component are options that will be discussed later in this
chapter. The Monitoring component and Recording component are optional and are discussed in the next
section of this chapter. The combined set of physical servers upon which these software modules run is
called an Unified CCX cluster. The maximum cluster size for Unified CCX is 10 physical servers. The
cluster concept for Unified CCX is a little different than Cisco Unified CallManager. In a Cisco Unified
CallManager cluster, every node has a copy of the database. In an Unified CCX cluster, at most two
nodes will have a database. The other nodes within an Unified CCX cluster will be running one or more
of the other software server processes. Design rules for Unified CCX deployment models will be
discussed in the next chapter.
The CRS Engine (and closely related subsystems) is the component that provides functions like the
following:
following:
•
JTAPI communications with Cisco Unified CallManager
•
Execution of scripts
•
Encoding and streaming of .wav files for all CTI Ports defined
•
Communications with CAD for agent state control, call control, and screen pop
•
Agent monitoring and selection
•
CRS Administration web interface.
Simply put, one can think of the CRS Engine component as providing the core ACD, IVR, and CTI
services. The other components—Database, Monitoring, and Recording—are auxiliary software
components that can be run on separate physical servers from the CRS Engine if the Unified CCX
deployment is large enough to warrant additional hardware computing resources.
services. The other components—Database, Monitoring, and Recording—are auxiliary software
components that can be run on separate physical servers from the CRS Engine if the Unified CCX
deployment is large enough to warrant additional hardware computing resources.
The Database component is a required component for any Unified CCX deployment and is the
component that manages access to the database. The CRS Database contains four data stores. They are
as follows:
component that manages access to the database. The CRS Database contains four data stores. They are
as follows:
•
Configuration data store
•
Repository data store
•
Agent data store
•
Historical data store
The configuration data store contains Unified CCX configuration information like Resources (agents),
skills, resource groups, teams, and CSQ information. The repository data store contains user prompts,
grammars, and documents. The agent datastore contains agent logs, statistics, and pointers to the
recording files. The historical data store contains Contact Call Detail Records (CCDRs).
skills, resource groups, teams, and CSQ information. The repository data store contains user prompts,
grammars, and documents. The agent datastore contains agent logs, statistics, and pointers to the
recording files. The historical data store contains Contact Call Detail Records (CCDRs).
Monitoring and Recording Components
The previous section introduced the CRS Engine and Database components. This section introduces the
Monitoring and the Recording components. These components are software processes that can run on
the same physical server or separate servers from the CRS Engine and Database components. Details
on supported deployment scenarios are covered in Chapter 3.
Monitoring and the Recording components. These components are software processes that can run on
the same physical server or separate servers from the CRS Engine and Database components. Details
on supported deployment scenarios are covered in Chapter 3.
Unified CCX Enhanced and Premium provide the ability for a supervisor to silently monitor agents.
Unified CCX Enhanced and Premium also provide the ability for agent calls to be recorded. Agent call
recording can be triggered in the following ways:
Unified CCX Enhanced and Premium also provide the ability for agent calls to be recorded. Agent call
recording can be triggered in the following ways: