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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fails, the application can automatically retrieve the required data via an alternative
database server.
database server.
The Web Server component provides a user interface to the platform that allows users to
work with report data, and perform administrative functions.
The Data Import Server component is an Extract, Transform and Load (ETL) server for
data warehouses. The Data Import component imports the data used to build reports. It is
designed to handle high volume data (facts) such as call detail records as well as data that
is rarely changed (dimensions) such as agents, peripherals, and skill groups
designed to handle high volume data (facts) such as call detail records as well as data that
is rarely changed (dimensions) such as agents, peripherals, and skill groups
If you install these components on more than one server, you normally install the Data Import and
Database components on the Database Server. You usually install the Application and Web
components on the Web Application Server.
Database components on the Database Server. You usually install the Application and Web
components on the Web Application Server.
The Unified CCMP maintains a complete data model of the contact center equipment to which it
is connected and periodically synchronized. In addition to configuration information, for example
agents or skill groups, the Unified CCMP can optionally record the events logged by the
equipment, such as call records for management information and reporting purposes. The Unified
CCMP data model and synchronization activity allows for items to be provisioned either through
the Unified CCMP Web interface or from the standard equipment specific user interfaces.
is connected and periodically synchronized. In addition to configuration information, for example
agents or skill groups, the Unified CCMP can optionally record the events logged by the
equipment, such as call records for management information and reporting purposes. The Unified
CCMP data model and synchronization activity allows for items to be provisioned either through
the Unified CCMP Web interface or from the standard equipment specific user interfaces.
The Unified CCMP system architecture is shown below. The top half of the diagram is a
traditional three tier application. This includes a presentation layer (an ASP.NET web
application), a business logic application server, and a SQL Server database. The lower half of the
system architecture is a process orchestration and systems integration layer called the Data
Import Server.
traditional three tier application. This includes a presentation layer (an ASP.NET web
application), a business logic application server, and a SQL Server database. The lower half of the
system architecture is a process orchestration and systems integration layer called the Data
Import Server.
Figure 9: Unified CCMP Architecture
Web Application
Application Server
Portal
Database
Monitoring Service
Microsoft Reporting
Services
HDS / AWDB Database
Data Import Server
Connectors
Config
Commands
Microflow Runtime
Microflows
Unified CM
Unified ICM/CC
Unified ICM/CC
System
Pipeline