Cisco Cisco Unified Contact Center Enterprise 9.0(1) Folheto
3-21
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Cisco Multi-Channel Options with the Cisco Interaction Manager: E-Mail Interaction Manager (EIM) and
Cisco Interaction Manager Architecture Overview
The Cisco Interaction Manager has several core components, as illustrated in
.
Figure 3-14
Cisco Interaction Manager Architecture
The architecture is defined by a multi-tiered model, with various components at each of the following
levels of the design:
levels of the design:
External Clients
Cisco Interaction Manager is a 100% web-based product that agents and end-customers can access using
a web browser from their respective desktops.
a web browser from their respective desktops.
Agents can access the application using Microsoft Internet Explorer 6.0 or the embedded CAD browser,
and customers can access the chat customer console using specific versions of Microsoft IE, Mozilla,
Firefox, or Netscape. Cisco Interaction Manager is not supported on agent desktops running in a Citrix
terminal services environment.
and customers can access the chat customer console using specific versions of Microsoft IE, Mozilla,
Firefox, or Netscape. Cisco Interaction Manager is not supported on agent desktops running in a Citrix
terminal services environment.
Tier 0: Firewall and Load Balancer
Agents and customers connect to the application from their respective browsers through a firewall, if so
configured for the application.
configured for the application.
A load balancer may also be used in case of a distributed installation of the application, so that requests
from agents and customers are routed to the least-loaded web servers.
from agents and customers are routed to the least-loaded web servers.