Cisco Unified Contact Center Enterprise Solution Reference ...

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Cisco Unified Intelligent Contact Management (Unified ICM) Software 1-8 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. OL-8669-05
Chapter 1 Architecture Overview Figure 1-4 Communications Among Peripheral Gateway Software Processes PG server PG 1 ICM central controller OPC OL-8669-05 PG Agent CTI OS server CTI server CCM PIM IVR 1 PIM IVR 2 PIM JTAPI SCI SCI Unified CCE Components, Terminology, and Concepts In larger, multi-site (multi-cluster) environments, multiple PGs are usually deployed. Each PG requires a local Cisco Unified CallManager node. When multiple Cisco Unified CallManager clusters are deployed, the ICM software makes them all appear to be part of one logical enterprise-wide contact center with one enterprise-wide queue. Unified CCE Components, Terminology, and Concepts Unified CCE Agent Interface IPCC Agent desktops IP IVR 1 IP IVR 2 This section describes the major components and concepts employed in a Unified CCE solution. Cisco offers the following interfaces for Unified CCE agents: Cisco Agent Desktop Cisco Toolkit Desktop Embedded CRM Desktops JTAPI Cisco Unified IP Phone Agent CallManager Cluster M JTAPI M M IP phones IP IP IP IP V IP voice TDM Voice CTI/Call control data PSTN 132072 Cisco Unified Contact Center Enterprise 7.x SRND 1-9
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