Cisco Cisco IPCC Web Option プリント
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Cisco Multi-Channel Options with the Cisco Interaction Manager: E-Mail Interaction Manager (EIM) and Web
Tier 1: Web Server
The web server is used to serve static content to the browser. Cisco Interaction Manager is designed to
be indifferent to the specific type of web server being used, with the single requirement being that the
application server vendor must provide a web server plug-in for the corresponding application server.
be indifferent to the specific type of web server being used, with the single requirement being that the
application server vendor must provide a web server plug-in for the corresponding application server.
Tier 2: Application and File Server
The application server is used as a web container (also known as the JSP/Servlet engine) and EJB
Container. The core business logic resides in the Business Object Layer, as well as stored procedures
residing on the database server. The business logic residing in JAVA classes is deployed on the
application server. The JSP/Servlets interact with the business objects through the business client layer,
and these in turn interact with the database to execute some business logic on data present in the database
server.
Container. The core business logic resides in the Business Object Layer, as well as stored procedures
residing on the database server. The business logic residing in JAVA classes is deployed on the
application server. The JSP/Servlets interact with the business objects through the business client layer,
and these in turn interact with the database to execute some business logic on data present in the database
server.
Example: Outbound Task Creation
•
User logs in to the application and creates an outbound task.
•
The JSP layer calls Business Client layer, which interacts with Business Objects residing in the same
application server where JSPs/Servlets are deployed.
application server where JSPs/Servlets are deployed.
•
The Business Objects execute queries/stored procedure residing on the database server.
•
Activities are created and stored in database tables.
•
The file server is used for storing all email and article attachment files, report templates and all
locale-specific strings used in the application.
locale-specific strings used in the application.
Tier 3: Services Server
Cisco Interaction Manager has processes that perform specific business functions, such as fetching
emails from a POP server, sending emails to an SMTP server, processing workflows, assigning chats to
the agents, and so forth. All services run on the Services server and are managed by the Distributed
Service Manager (DSM).
emails from a POP server, sending emails to an SMTP server, processing workflows, assigning chats to
the agents, and so forth. All services run on the Services server and are managed by the Distributed
Service Manager (DSM).
Cisco Interaction Manager facilitates the creation of multiple instances of services with work distributed
among the various instances. For example, the service used to retrieve emails could be configured to
have multiple instances to retrieve emails from different email addresses. This capability can be used to
process increasing volumes of customer interactions coming into a contact center.
among the various instances. For example, the service used to retrieve emails could be configured to
have multiple instances to retrieve emails from different email addresses. This capability can be used to
process increasing volumes of customer interactions coming into a contact center.
Data Tier: Database Server
The data tier includes databases that are SQL-compliant, HTML/XML data-sources, and ultimately Web
services that consume and produce SOAP messages. Business objects and data adapters use this layer to
extract data from various third-party applications and data sources. This layer also deals with HTML and
XML parsing using relevant J2EE-compliant packages to process data in other formats.
services that consume and produce SOAP messages. Business objects and data adapters use this layer to
extract data from various third-party applications and data sources. This layer also deals with HTML and
XML parsing using relevant J2EE-compliant packages to process data in other formats.
Unified CCE Integration
As part of the system integration with Unified CCE, the services server consists of two additional
services: namely the EAAS and the Listener Service, which interact with the Media Routing (MR) PG
and Agent PG components of Unified CCE respectively via the Media Routing (MR) and Agent
Resource Management (ARM) interfaces.
services: namely the EAAS and the Listener Service, which interact with the Media Routing (MR) PG
and Agent PG components of Unified CCE respectively via the Media Routing (MR) and Agent
Resource Management (ARM) interfaces.