Cisco Cisco IPCC Web Option 디자인 가이드
1-8
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 1 Architecture Overview
Cisco Unified Intelligent Contact Management (Unified ICM) Software
Combined Routers and Loggers are often called the ICM Central Controller.When the Router and Logger
modules run on the same server, the server is referred to as a Rogger. When the Call Router, Logger, and
Peripheral Gateway modules run on the same server, the server is referred to as a Progger. In lab
environments, the system Administrative Workstation (AW) can also be loaded onto the Progger to
create a server known as a Sprawler configuration; however, this configuration is approved only for lab
use and is not supported in customer production environments.
modules run on the same server, the server is referred to as a Rogger. When the Call Router, Logger, and
Peripheral Gateway modules run on the same server, the server is referred to as a Progger. In lab
environments, the system Administrative Workstation (AW) can also be loaded onto the Progger to
create a server known as a Sprawler configuration; however, this configuration is approved only for lab
use and is not supported in customer production environments.
For each Unified CM cluster in your Unified CCE environment, you need a Unified CM PIM on a
separate Peripheral Gateway and physical server. For deployments requiring multiple PIMs for the same
Unified CM cluster, you need a separate PG and physical server for each PIM.
separate Peripheral Gateway and physical server. For deployments requiring multiple PIMs for the same
Unified CM cluster, you need a separate PG and physical server for each PIM.
For each Unified CM Peripheral Gateway, you need one CTI Server and one CTI OS to communicate
with the desktops associated with the phones for that Unified CM cluster. For each Unified IP IVR, you
need one Unified IP IVR PIM. The server that runs the Unified CM PIM, the CTI Server, the CTI OS,
and the Unified IP IVR PIMs, is referred to as an Agent Peripheral Gateway (APG). Often, the
Unified CM PIM, the CTI Server, the CTI OS, and multiple Unified IP IVR PIMs will run on the same
server. Internal to the PG is a process called the PG Agent, which communicates from the PG to the
Central Controller. Another internal PG process is the Open Peripheral Controller (OPC), which enables
the other processes to communicate with each other and is also involved in synchronizing PGs in
redundant PG deployments.
with the desktops associated with the phones for that Unified CM cluster. For each Unified IP IVR, you
need one Unified IP IVR PIM. The server that runs the Unified CM PIM, the CTI Server, the CTI OS,
and the Unified IP IVR PIMs, is referred to as an Agent Peripheral Gateway (APG). Often, the
Unified CM PIM, the CTI Server, the CTI OS, and multiple Unified IP IVR PIMs will run on the same
server. Internal to the PG is a process called the PG Agent, which communicates from the PG to the
Central Controller. Another internal PG process is the Open Peripheral Controller (OPC), which enables
the other processes to communicate with each other and is also involved in synchronizing PGs in
redundant PG deployments.
shows the communications among the various PG software
processes.
Figure 1-4
Communications Among Peripheral Gateway Software Processes
In larger, multi-site (multi-cluster) environments, multiple PGs are usually deployed. Each PG requires
a local Unified CM node. When multiple Unified CM clusters are deployed, the ICM software makes
them all appear to be part of one logical enterprise-wide contact center with one enterprise-wide queue.
a local Unified CM node. When multiple Unified CM clusters are deployed, the ICM software makes
them all appear to be part of one logical enterprise-wide contact center with one enterprise-wide queue.
Unified CM
Cluster
IP IVR 1
132072
PSTN
IP voice
TDM Voice
CTI/Call
control data
TDM Voice
CTI/Call
control data
Unified CCE Agent
desktops
IP IVR 2
IP phones
PG 1
PG server
ICM central controller
SCI
JTAPI
SCI
JTAPI
V
IP
IP
IP
IP
M
M
M
JTAPI
CTI OS server
CCM PIM
IVR 1 PIM
IVR 2 PIM
OPC
PG Agent
CTI server