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