Cisco Unified Contact Center Enterprise Solution Reference ...

Cisco Unified Intelligent Contact Management (Unified ICM) Software
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 1 Architecture Overview
application. During a failure, the surviving side is said to be running in simplex mode and will continue
to function this way until the redundant/duplex side is restored to service, then it will automatically
return to duplex operation.
The ICM software uses the concept of a customer instance to group all of the components under a single
Call Router and Logger or Central Controller. The instance relationship ensures that all of the
components related to the same system are joined under a single logical Unified CCE IP ACD. This
concept is used only to support multiple customer instances in the Unified Contact Center Hosted
(Unified CCH) that supports multi-tenant or shared servers that manage multiple customer instances. All
Unified CCE systems are deployed as a single instance (using the same instance number in ICM Setup)
across all the ICM components.
Combined Routers and Loggers are often called the ICM Central Controller.When the Router and Logger
modules run on the same server, the server is referred to as a Rogger. When the Call Router, Logger, and
Peripheral Gateway modules run on the same server, the server is referred to as a Progger. In lab
environments, the system Administrative Workstation (AW) can also be loaded onto the Progger to
create a server known as a Sprawler configuration; however, this configuration is approved only for lab
use and is not supported in customer production environments.
For each Cisco Unified CallManager cluster in your Unified CCE environment, you need a Cisco Unified
CallManager PIM on a separate Peripheral Gateway and physical server. For deployments requiring
multiple PIMs for the same Cisco Unified CallManager cluster, you need a separate PG and physical
server for each PIM.
For each Cisco Unified CallManager Peripheral Gateway, you need one CTI Server and one CTI OS to
communicate with the desktops associated with the phones for that Cisco Unified CallManager cluster.
For each Unified IP IVR, you need one Unified IP IVR PIM. The server that runs the Cisco Unified
CallManager PIM, the CTI Server, the CTI OS, and the Unified IP IVR PIMs, is referred to as an Agent
Peripheral Gateway (APG). Often, the Cisco Unified CallManager PIM, the CTI Server, the CTI OS, and
multiple Unified IP IVR PIMs will run on the same server. Internal to the PG is a process called the PG
Agent, which communicates from the PG to the Central Controller. Another internal PG process is the
Open Peripheral Controller (OPC), which enables the other processes to communicate with each other
and is also involved in synchronizing PGs in redundant PG deployments. Figure 1-4 shows the
communications among the various PG software processes.
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