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Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x
Serviceability Best Practices Guide
©2011 Cisco Systems, Inc.
6
List of Figures
Figure 1: Typical Unified CCE Architecture ................................................................................................ 10
Figure 2: Central Controller Architecture .................................................................................................... 12
Figure 3: Peripheral Gateway Architecture ................................................................................................. 13
Figure 4: DMP Flows ................................................................................................................................... 14
Figure 5: Configuration System Message Flow .......................................................................................... 18
Figure 6: Reporting Architecture ................................................................................................................. 19
Figure 7: WebView Architecture ................................................................................................................. 20
Figure 8: CUIS Simple Deployment ............................................................................................................ 21
Figure 9: CUIS Standard Deployment ........................................................................................................ 22
Figure 10: CUIS Scaled Deployment .......................................................................................................... 23
Figure 11: Unified CCMP Architecture ........................................................................................................ 24
Figure 12: Unified CCMP Services ............................................................................................................. 26
Figure 13: Outbound Option Architecture ................................................................................................... 27
Figure 14: ICM/CC Event Message Flow .................................................................................................... 29
Figure 15: CISCO-CONTACT-CENTER-APPS-MIB Structure ................................................................... 35
Figure 16: CCCA MIB
– Component Inventory Example ............................................................................ 36
Figure 17: Mapping CCCA MIB Objects to Host MIB Objects .................................................................... 37
Figure 18: Mapping CCCA MIB to SYSAPPL MIB ..................................................................................... 38
Figure 19: SNMP Community Name Configuration Dialog ......................................................................... 52
Figure 20: SNMP User Name Configuration Dialog ................................................................................... 53
Figure 21: SNMP General Information Configuration Dialog ...................................................................... 55
Figure 22: SNMP Trap Destination Configuration Dialog ........................................................................... 57
Figure 23: Message Help File ..................................................................................................................... 65
Figure 24: syslog Feed Configuration Dialog .............................................................................................. 68
Figure 25: ICM Service Control ................................................................................................................... 74
Figure 26: Windows Task Manager
– Applications List .............................................................................. 75
Figure 27: Windows Task Manager - Process List ..................................................................................... 76
Figure 28: Registry Editor ........................................................................................................................... 77
Figure 29: Router Trace Utility .................................................................................................................... 81
Figure 30: Capacity Planning Process ........................................................................................................ 95
Figure 31: Graph of Samples to Find Busy Hour ........................................................................................ 97
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