Cisco IPCC provides state of the art VoIP contact center solution by integrating with the Cisco IP telephony components.
It is a package of Software products that include Cisco Intelligent contact manager(ICM), CCM, IP-IVR, Voice gateway and Cisco IP Phones that combine with Cisco IP telephony.
Specify capabilities include call routing, network to desktop computer telephony integration and call queuing. The Cisco IPCC is designed for implementation in both single-site and multi site contact center. It utilizes your customer’s existing Cisco IP network, allowing them to leverage their wide area network infrastructure, lower administrative expenses and extended the boundaries of their contact center enterprise to include branch offices, home agents. Whether your customer expanding an existing operation or establishing their first contact center, IPCC can help them realize the cost and performance benefits of converged networkDatabase managed by Microsoft SQL 2000/2005 server.
Cisco Unified Communication Manger: It is an s/w application that controls the voice gateway and IP phones, thereby providing the foundation for Voice over IP solution. Unified CM runs on Cisco Media Convergence Server. Most of the configurations performed through CM’s web browser Interface. In simple word CUCM is a Soft PBX. CUCM is the heart of the call processing system.
|CCM||4.1, 4.2||Win 2000||MS SQL 2000|
|CCM||4.3||Win 2003||MS SQL 2000|
|CUCM||6.x(Integrated with the Voice mail server)||Linux||Infomix|
|CUCM||7.x(Integrated with the Voice mail server)||Linux||Infomix|
- Multiple CM Server can be grouped into a cluster to provide scalability and fault tolerance..
- Maximum there will be 8 Active CCM’s per cluster.
- In a cluster only one server acts as a Publisher and others are subscribers.
- Pub has read / write database.
- Sub read only db.
- If pub goes down, sub supports n/w, but cannot make any changes (add/delete new devices).
- In cluster CM’s communicates via Intra cluster communication signal protocol.
- CM’s communicates with the gateway via H323 / MGCP protocol.
- CM Communicates with the IP Phones via SIP or Skinny call control protocol.
Router: Router contains the routing logic and makes all the routing decisions. It receives the routing requests from routing clients like PG and responds by determining the best destination for each contact. It also collects the information contact center activity from the PG and communicates with the Admin workstation Server.
Services / Process definitions:
(a) ccagent – Central controller device management process(DMP) Agent – this manages session layer communication with the ICM nodes.
(b) Dbagent – Central controller database agent – Communication process that validates access to the central database.
(c) Mds proc – Message delivery service – Process that provides reliable message delivery between ICM processes.
(d) Router rtr – Call router – Process receives call routing requests determines call destination and collects information about the entire system.
(e) RT server rts – Real time server – Process that takes realtime data retrieved from PG and forwards it to the AW Server.
(f) Test sync tsyr – Diagnostic tool.
NM – Node manager – Process that manages, restart and initializes processes on each ICM Node.
NMM – Node manger manger – Process that manages and restarts and initializes the Node manger process on each ICM node.
Logger: Logger is an Interface between ICM S/W and the Microsoft SQL Server database. As the ICM software collects performance and monitoring information about the system, it passes the info to the logger for storage in the database. Logger also forward the Historical information to the Historical database Server. Although the logger represents a single node, it consists of 2 process operating parallel.
(a) One process handles configuration data.
(b) Other process handles the historical data.
Services / process definition:
(a) csfs – Customer service forwarding Service – Handles communications with various services like SNMP, Remote access server and serial event feed.
(b) lgr Logger – Database logger is a process that stores historical data and information about the entire system in the central database.
(c) Rcv recovery – Central database recovery recovers central database historical data.
Note: Router and logger combindly know as ICM Central Controller. When both the components run on the same server it is referred to as Rogger.
|Router + Logger = Rogger|
Historical Database Server: It provides a collection of administrative tools for managing ICM configurations and resource to monitor. There are two Primary tools
(i) Configuration manager – It is used to config database. i.e. to add Agents, Supervisors, Skillgroups, DN, call types, assign CT to the ICM routing scripts…..etc
(ii) Script Editor – Used to build the ICM routing scripts.
Note: If Webview Component is installed on HDS, then it is called Administrative Workstation Server.
Services / Process definition:
(a) config logger – Configuration Database Logger. Process that stores configuration data in the central database.
(b) iseman –
(c) rt client –
(d) rt dist –
(e) Replication – replication between two HDS Server.
(f) Update aw – If you make any changes in configuration manager this service is use to push the data into the database.
Peripheral Gateway – It is an interface between ICM Server and other IPCC components such as CCM and IVR. The PG informs the ICM of events at the device and provides a means for controlling the devices. The PG serves the traffic directory between the devices. PG reads the information from the peripherals converts it into the format used by the ICM s/w and forwards it to the central controller.
PG communicates with CCM via JTAPI (CCM PG), and also communicates with IP-IVR via Service control interface with VRU PG.
Services / process definition:
(a) pg agent – Used to communicate pg to the central controller.
(b) Opc – Open peripheral controller – enables the other process to communicate with each other and is also involved in synchronizing pg’s in redundant PG deployment.
(c) Eagtpim –
(d) Jtapigw – Communication between CUCM and IPCC components
(e) Testsync –
(f) Mdsproc –
If Router, logger and PG installed on one server, then it is called Progger.
|Router + Logger + PG = Progger|
CTI Server – CTI (Computer Telephony Integration Server) provides the connection to an Agent desktop. This application allows the Agents to perform ACD functions (login, ready, not ready…etc) as well call control function (answer, hold, transfer…etc) from their desktop PC.
Services / process definition:– ctisvr
CTIOS Server – (Computer Telephony object server, is a high performance, scalable fault tolerance, server based solution for deploying CTI applications. It is also designed with the provisions to integrate backend application such as CRM, in house applications like agent soft phones. It is a only single point of integration provides incoming call information. CTIOS incorporates following major components (a) CTIOS tollkit (b) CTIOS Agent Phone (c) CTIOS Supervisor.
Services / process definition:– ctios
IP-IVR – Interactive Voice response Unit. IVR acts as a routing client as managed resources. IVR acts as a routing client as a managed resource. IVR provides the queue point for the IPCC solution. If an appropriate agent is not available when a call is received the utilizes the IVR as a call treatment. Such as playing announcement, collecting digits or offering alternative routing option.
IVR communicates with CM via JTPI. IVR communicates ICM via Service control Interface with IVR PG.
(a) Rm-cm subsystem – Generates historical data
(b) CMT subsystem – Manages Cisco Media Termination in CRS Engine
(c) ICM subsytem – Manages connections between ICM and CRS Engine
(d) JTAPI subsystem – Manages JTAPI calls in CRS Engine
(e) HTTP subsytem – Manages HTTP resources/connections in CRS Engine
(f) Database subsytem – Provides interface with Database
Cisco VoIP gateway – It provides the connection between the pstn and AVVID (Architecture of voice, video and integrated data). It converts analog and digital voice into IP Packets. The gate way is managed controlled and administered through CCM. Voice gateway communicates with CCM using standard protocol H323 / MGCP.
Webview – It is also a part of Cisco ICM, used to generate ICM reports and to monitor call routing scripts in real-time environment. Runs on AW server MS win 2000 server and IIS 5.0 need to be installed. It is a web-based tool. The data source for Webview reports is the real-time database (AWDB) and Historical database (HDS).
- Client makes a request to access webview(through url)
- IIS displays webview interface to the user.
- Client request a report (real-time / Historical report).
- New Atlanta is called to compile the JSP page.
- Jaguar component is invoked to query the db.
- Query is sent based on the template chosen by the user.
- Data is returned to Jaguar.
- Jaguar renders the data as a HTML based on the chosen template.
- New Atlanta uses the HTML to finish compiling the page.
- Page is served back to the user.
Jaguar watchdog service.
AWDB – automatically created and initialized when we install the distributor. Refreshed in every 15 sec’s.
HDS – Stores the historical data and call detail data, which are forwarded from the logger in five minutes and Half hour interval. HDS is required if we plan to use webview historical reports.
Webview – This db is created and enabled as an option when you setup the admin workstation. It stores report definitions, favorites, and scheduled report jobs.