Cisco Unified Contact Center Enterprise Solution Reference ...

Deployment Considerations
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Figure 4-11 Communication Between CAD Components
CDA
SMC
IP
IPPA
Cisco Unified Contact Center Enterprise 7.x SRND
CTI OS Server
CAD Base Services
(Except VoIP Monitor
and Recording and
Playback services)
VoIP Monitor
Service
Recording and
Playback Service
IP Voice
CTI/Call Control
HTTP
UDP/TCP
SNMP
Chapter 4 Unified Contact Center Enterprise Desktop
Figure 4-11 shows that IP voice streams are exchanged between the VoIP providers (CAD, the VoIP
Monitor service, and the Recording & Playback service) and the VoIP requestors (CSD and the
Recording & Playback service).
CTI and call control data (agent state, skill information, and call events) flow either from the CTI OS
service (in the case of CAD) or from one or more of the CAD Base Services communicating directly
with the CTI server (in the case of CAD-BE, CSD, and IPPA agents).
Note that, in the case of the IP Phone Agent XML service, the CTI information exchanged applies only
for agent state changes requested by the agent using the IPPA application and for skill information
displayed on the phone. Call control messages are still exchanged between the phone and Cisco Unified
CallManager.
HTTP communication is performed between the SMC applet and the SMC servlet running on the CAD
Base Services machine. HTTP is also the protocol used by the IPPA service and CAD-BE applet to
communicate with the Browser and IP Phone Agent service.
The UDP/TCP traffic shown in the figure represent the socket connections used to exchange messages
between servers and clients, which includes the CORBA connections used by most of the clients to
request services and information from the servers.
The SMC servelet that runs on the CAD Base Services machine uses SNMP to gather status information
on all the CAD services that are part of an installation.
CAD
CAD-BE
CSD
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