Cisco Unified Contact Center Enterprise Solution Reference ...

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Cisco Email Manager Option 3-18 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 3 Design Considerations for High Availability Server to reduce the data traffic from the agent browser clients to the Cisco Email Manager server. Additionally, multiple UI servers could be configured for agents to have a redundant/secondary path to access the email application. (See Figure 3-12.) Figure 3-11 Single Cisco Email Manager Server CEM Server Machine Database Server Machine Agent Browsers SpellServer UIServer RServer Figure 3-12 Multiple UI Servers Agent Browsers UIServer UIServer Machine UIServer UIServer Machine TServer Inbasket CEM DB CCL DB Administrative Browsers Agent Browsers SpellServer 126034 RServer TServer Inbasket CEM DB CCL DB Administrative Browsers CEM Server Machine Database Server Machine 126035 OL-8669-05
Chapter 3 Design Considerations for High Availability Cisco Collaboration Server Option OL-8669-05 Cisco Collaboration Server Option The Cisco Collaboration Server is integrated with Unified CCE to provide web chat and co-browsing support in the multi-channel contact center with Unified CCE. The major components of the Cisco Collaboration Server are (see Figure 3-13): Cisco Collaboration Server — Collaboration servers are deployed outside the corporate firewall in a demilitarized zone (DMZ) with the corporate web servers they support. The Collaboration Server typically supports up to 400 concurrent sessions, but multiple servers can be deployed to handle larger contact volume or to provide a backup collaboration server for agents to access if their primary server fails. Cisco Collaboration Server Database Server — This server maintains the online database of all chat and browsing sessions as well as configuration and routing rules in the system. It can be co-resident on the Cisco Collaboration Server; however, because the Cisco Collaboration Server is outside the firewall, most enterprises deploy it on a separate server inside the firewall to protect the historical data in the database. Multiple Cisco Collaboration Servers can point to the same database server to reduce the total number of servers required for the solution. For redundancy, each collaboration server could also have its own dedicated database server. Cisco Collaboration Server Media Blender — This server polls the collaboration servers to check for new requests, and it manages the Media Routing and CTI/Task interfaces to connect the agent and caller. Each Unified CCE Agent Peripheral Gateway will have its own Media Blender, and each Media Blender will have a Media Routing peripheral interface manager (PIM) component on the Media Routing Peripheral Gateway. Cisco Collaboration Dynamic Content Adaptor (DCA) — This server is deployed in the DMZ with the collaboration server, and it allows the system to share content that is generated dynamically by programs on the web site (as opposed to static HTTP pages). Multiple DCA servers can be configured and called from the Collaboration Server(s) for redundancy as well. Cisco Unified Contact Center Enterprise 7.x SRND 3-19
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security 7-5 sizing call center res
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CTI Desktop Toolkit 4-4, 4-5, 4-12
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