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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Figure 2: Central Controller Architecture
2.4
Peripheral Gateway
The PG is the component that talks to the telephony devices through their own proprietary CTI
interface in a Unified CCE system. These devices can be ACDs, IVR devices or, in cases such as with
the Unified CCE, an IP PBX. The PG normalizes whatever protocol the telephony device speaks, and
keeps track of the state of agents and calls that are on that device. The PG sends this status to the
Router, as well as forwards requests requiring customer logic to the Router.
interface in a Unified CCE system. These devices can be ACDs, IVR devices or, in cases such as with
the Unified CCE, an IP PBX. The PG normalizes whatever protocol the telephony device speaks, and
keeps track of the state of agents and calls that are on that device. The PG sends this status to the
Router, as well as forwards requests requiring customer logic to the Router.
The PG also exposes a normalized CTI interface to clients. These clients can be traditional CTI
clients (wallboards, agent/supervisor desktop clients, and so on), or they can be another instance of
Unified CCE, as is the case in a parent/child deployment.
clients (wallboards, agent/supervisor desktop clients, and so on), or they can be another instance of
Unified CCE, as is the case in a parent/child deployment.
The component of the PG that does the normalization is called a Peripheral Interface Manager (PIM).
This component talks to the peripheral and translates whatever proprietary language it speaks into the
normalized one that the Open Peripheral Controller (OPC) and the rest of the PG understand.
This component talks to the peripheral and translates whatever proprietary language it speaks into the
normalized one that the Open Peripheral Controller (OPC) and the rest of the PG understand.
PGs fall into several groups. The first classification of PG includes those that talk to an ACD or
Unified CM that has agents on it. This is the typical case for a PG. It talks a proprietary CTI protocol
to the switch, and maintains the state of agents and calls in queue on the device. While all of these
PGs report agent state to the Central Controller, they do it in a different way. In the case of a PG
talking to an ACD, the PG mirrors the state of the agents on the ACD; it keeps a copy of the master
state of the agents tracked by the ACD. In the case of a PG attached to a Unified CM, the Unified CM
does not know about agents or agent states, it only knows about phone lines. In this case the PG is the
master for the agent state.
Unified CM that has agents on it. This is the typical case for a PG. It talks a proprietary CTI protocol
to the switch, and maintains the state of agents and calls in queue on the device. While all of these
PGs report agent state to the Central Controller, they do it in a different way. In the case of a PG
talking to an ACD, the PG mirrors the state of the agents on the ACD; it keeps a copy of the master
state of the agents tracked by the ACD. In the case of a PG attached to a Unified CM, the Unified CM
does not know about agents or agent states, it only knows about phone lines. In this case the PG is the
master for the agent state.
The second classification of PG is a VRU or Media Routing (MR) PG. These PGs expose an interface
that is client-neutral. In the case of the VRU PG, this interface is tailored to voice calls; in the case of
the MR PG, it is more generic task routing that is exposed. These PGs do not maintain agent state, but
only maintain the state of calls (or tasks) and expose an interface for the devices to get instructions
from the Router.
that is client-neutral. In the case of the VRU PG, this interface is tailored to voice calls; in the case of
the MR PG, it is more generic task routing that is exposed. These PGs do not maintain agent state, but
only maintain the state of calls (or tasks) and expose an interface for the devices to get instructions
from the Router.
The third classification of PG is the group PG. There are two types of PGs that talk to groups of
peripherals. The first is the Generic PG. This PG allows multiple PIMs of different types to reside
peripherals. The first is the Generic PG. This PG allows multiple PIMs of different types to reside
MDS
Logger
AW
HDS
SQLServer
PGs
NICs
Central Controller
Side A
Side A
Side B
Router