Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Desenho

The Cisco ICM software is a collection of modules that can run on multiple servers. The amount of 
software that can run on one server is primarily based upon busy hour call attempts (BHCA) and the size 
of the server being used (single, dual, or quad CPU). Other factors that impact the hardware sizing are 
the number of agents, the number of skills per agent, the number of Unified IP IVR ports, the number of 
VRU Script nodes in the ICM routing script, Extended Call Context (ECC) usage, and which statistics 
agents need at their desktops.

The core ICM software modules are:

Call Router

Logger

Agent Peripheral Gateway (PG)

Unified CM Peripheral Interface Manager (PIM)

VRU PIM

CTI Server

CTI Object Server (CTI OS)

Administrative Workstation (AW)

The Call Router is the module that makes all routing decisions on how to route a call or customer contact. 
The Logger is the database server that stores contact center configuration and reporting data. The 
Unified CM PIM is the process that interfaces to a Unified CM cluster via the JTAPI protocol. The 
Unified IP IVR PIM is the process that interfaces to the Unified IP IVR via the Service Control Interface 
(SCI) protocol. The CTI Server is the process that interfaces to the CTI OS.

Each ICM software module can be deployed in a redundant fashion. When a module is deployed in a 
redundant fashion, we refer to the two sides as side A and side B. For example, Call Router A and Call 
Router B are redundant instances of the Call Router module (process) running on two different servers. 
This redundant configuration is also referred to as duplex mode, whereas a non-redundant configuration 
is said to be running in simplex mode. When processes are running in duplex mode, they are not 
load-balanced. The A and B sides are both executing the same set of messages and, therefore, producing 
the same result. In this configuration, logically, there appears to be only one Call Router. The Call 
Routers run in synchronized execution across the two servers, which means both sides of the duplex 
servers process every call. In the event of a failure, the surviving Call Router will pick up the call 
mid-stream and continue processing.

Other components in the ICM, such as the Peripheral Gateways, run in hot-standby mode, meaning that 
only one of the Peripheral Gateways is actually active and controlling Unified CM or the 
Unified IP IVR. When the active side fails, the surviving side automatically takes over processing of the 
application. During a failure, the surviving side is said to be running in simplex mode and will continue 
to function this way until the redundant/duplex side is restored to service, then it will automatically 
return to duplex operation.

The ICM software uses the concept of a customer instance to group all of the components under a single 
Call Router and Logger or Central Controller. The instance relationship ensures that all of the 
components related to the same system are joined under a single logical Unified CCE IP ACD. This 
concept is used only to support multiple customer instances in the Unified Contact Center Hosted 
(Unified CCH) that supports multi-tenant or shared servers that manage multiple customer instances. All 
Unified CCE systems are deployed as a single instance (using the same instance number in ICM Setup) 
across all the ICM components.