Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
21
Directory Replication Service
slurpd.exe
Directory Services
slapd.exe
Tomcat Service
tomcat5.exe
For more information about administering CAD services, see the Cisco CAD Service Information
Manual.
Manual.
2.5
Configuration System
The Unified CCE configuration system is also based around the concept of reliability and scalability.
There can be multiple configuration database copies, which are kept in sync using MDS and a
synchronization process from the central controller. Each of these can send updates to the Router, but
only the Logger configuration database is authoritative.
There can be multiple configuration database copies, which are kept in sync using MDS and a
synchronization process from the central controller. Each of these can send updates to the Router, but
only the Logger configuration database is authoritative.
The configuration system consists of the DBAgent process on the Router, which accepts connections
from the Administration & Data Servers, and distributes configuration updates to those
Administration & Data Servers. The Administration & Data Servers have a copy of the configuration
and expose a GUI for browsing and making changes. The Administration & Data Servers also expose
an API (ConAPI) for accessing the configuration information and for making changes.
from the Administration & Data Servers, and distributes configuration updates to those
Administration & Data Servers. The Administration & Data Servers have a copy of the configuration
and expose a GUI for browsing and making changes. The Administration & Data Servers also expose
an API (ConAPI) for accessing the configuration information and for making changes.
2.5.1
Administration & Data Server
The Administration & Data Server is the main interface to the Unified ICM/Unified CCE
configuration. On the Administration & Data Server resides a database that contains a copy of the
configuration information in the Logger. A Distributor process, which receives updates from the
central controller, writes to the database to keep everything in sync. Multiple clients read the
configuration from the database and send update messages to the central controller DBAgent
process.
configuration. On the Administration & Data Server resides a database that contains a copy of the
configuration information in the Logger. A Distributor process, which receives updates from the
central controller, writes to the database to keep everything in sync. Multiple clients read the
configuration from the database and send update messages to the central controller DBAgent
process.
The two main clients in the Administration & Data Server are the configuration tools, which are
used to provide a GUI to update the configuration, and the Configuration Management Server
(CMS) process, which is used to provide the Configuration API (ConAPI).
used to provide a GUI to update the configuration, and the Configuration Management Server
(CMS) process, which is used to provide the Configuration API (ConAPI).
Processes that connect to ConAPI are the multi-channel components for agent and skill group
management and CCMP.
management and CCMP.
The Administration & Data Server does not have a dependent twin but rather provides fault
tolerance in numbers (N+1 model). A typical Unified ICM/Unified CCE deployment often has
two or more Administration & Data Servers. Administration & Data Servers connect to each
central controller side – a primary and a secondary – so that if a failure occurs on the primary
link, the secondary is utilized to recover from the failure and restore connectivity.
tolerance in numbers (N+1 model). A typical Unified ICM/Unified CCE deployment often has
two or more Administration & Data Servers. Administration & Data Servers connect to each
central controller side – a primary and a secondary – so that if a failure occurs on the primary
link, the secondary is utilized to recover from the failure and restore connectivity.
Configuration data is supported on multiple Administration & Data Server types:
Administration Server and Real-time Data Server
(
AW Distributor) (with no HDS;
configuration and real-time data but no historical or call detail data)
Administration Server, Real-time and Historical Data Server, and Detail Data Server
(AW-HDS-DDS), (configuration, real-time, historical and call detail data)
Administration Server and Real-time and Historical Data Server
(AW-HDS)
(configuration, real-time and historical data but no call detail data)
Administration & Data Server configuration (AW-CONFIG, configuration data only)