Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
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In addition, the Router receives status events and reporting events from PGs. The Router uses these
messages to update its current representation of the agents and resources in the system, which is used
by the scripts to determine where to send calls. It also sends these messages to the Logger for storage
and some of the messages to the Admin Workstations for real-time reporting.
messages to update its current representation of the agents and resources in the system, which is used
by the scripts to determine where to send calls. It also sends these messages to the Logger for storage
and some of the messages to the Admin Workstations for real-time reporting.
Routers, Loggers and PGs are fault tolerant, having two instances of each component so that a failure
of one provides for bump-less continuation of function through the remaining half of a duplex pair.
Routers are duplex entities, which means that two separate, distributed instances (identified as Side A
and Side B) use the MDS to keep in lockstep with the other side, ensuring that any outage of one side
guarantees that the system continues operating without failures or impairments—the opposite side
assuming sole responsibility for making routing decisions. All data as well as call control messaging
is shared between sides to ensure that both sides have the same data by which to make (the same)
routing decisions. Both Router sides are concurrently in service.
of one provides for bump-less continuation of function through the remaining half of a duplex pair.
Routers are duplex entities, which means that two separate, distributed instances (identified as Side A
and Side B) use the MDS to keep in lockstep with the other side, ensuring that any outage of one side
guarantees that the system continues operating without failures or impairments—the opposite side
assuming sole responsibility for making routing decisions. All data as well as call control messaging
is shared between sides to ensure that both sides have the same data by which to make (the same)
routing decisions. Both Router sides are concurrently in service.
2.2.1
Network Interface Controller
Unified ICME/Unified ICMH only
Like a PG, a Network Interface Controller (NIC) is a type of routing client. However, a NIC is
more limited than a PG. A NIC is used to interact with a telephony network, usually the TDM. A
NIC is typically coresident with the Router and used for Unified ICM deployments.
more limited than a PG. A NIC is used to interact with a telephony network, usually the TDM. A
NIC is typically coresident with the Router and used for Unified ICM deployments.
2.3
Logger
The Unified CCE uses the Logger to store historical data and configuration data about the call center.
The Logger is the place where historical data is first stored, and from which it is later distributed. The
Logger receives messages from the Router. These messages include detail messages about the calls as
well as summary messages that the PGs compute and send through the Router. Examples of these are
half-hour summaries (how many calls were received during a given period).
The Logger is the place where historical data is first stored, and from which it is later distributed. The
Logger receives messages from the Router. These messages include detail messages about the calls as
well as summary messages that the PGs compute and send through the Router. Examples of these are
half-hour summaries (how many calls were received during a given period).
The Logger uses a synchronization process that is a little different than the Router. The messages
coming to the Logger are sent only from the corresponding Router. Side A Router sends messages
only to the Side A Logger. Side B Router sends messages only to the Side B Logger. Because the
Routers are running in lockstep, it is guaranteed that while messages are flowing they are the same
messages; however, recovery happens directly from Logger to Logger, using bulk database copy
algorithms for efficiency.
coming to the Logger are sent only from the corresponding Router. Side A Router sends messages
only to the Side A Logger. Side B Router sends messages only to the Side B Logger. Because the
Routers are running in lockstep, it is guaranteed that while messages are flowing they are the same
messages; however, recovery happens directly from Logger to Logger, using bulk database copy
algorithms for efficiency.
The Loggers also distribute historical data to HDS and configuration and real-time data to the
Administration & Data Servers through MDS. Loggers are duplex as well and are tightly coupled
with their respective Router. In many deployments, a side of the Router and Logger are collocated on
the same physical server; a Router/Logger combination is often referred to as the Central Controller.
Administration & Data Servers through MDS. Loggers are duplex as well and are tightly coupled
with their respective Router. In many deployments, a side of the Router and Logger are collocated on
the same physical server; a Router/Logger combination is often referred to as the Central Controller.