Cisco Unified Intelligence Center Solution Reference Network Design (SRND), Release 10.0(1)
Unified Intelligence Center overview
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Unified Intelligence Center overview

Cisco Unified Intelligence Center is a comprehensive, end-to-end reporting solution, built using Web 2.0 frameworks. It is designed to make the task of creating reports and managing disparate data sources easier for the customer. The Unified Intelligence Center reporting platform is intended to be a common tool with a consistent user interface that can access data across multiple Cisco Systems product families.

Unified Intelligence Center is installed as part of Unified CCX and Packaged CCE Solution deployments, and is installed as a standalone server or as a cluster of a maximum of 8 server nodes in Unified CCE deployments. Unified Intelligence Center is configured to be co-resident in Unified CCX deployments, while it is configured as a standalone VM in Packaged CCE deployments. It should be noted that from release 10.0(1), Unified Intelligence Center is supported only in VM environments.

Unified Intelligence Center supports Live Data reports from release 10.0(1) for Unified CCX and Packaged CCE deployments. Live Data reports are based on an asynchronous event stream from a Live Data data source and are updated in real-time as and when the events are received on the client browser where the Live Data report is running. Two types of clients are supported for Live Data reports - within the Unified Intelligence Center web interface, and as a Live Data gadget on the Finesse desktop.

Cisco Unified Intelligence Center offers both a web-based Reporting application and an Administration interface. The reporting application runs on the members. The administration application runs on the Controller. See also Cluster Support.

Unified Intelligence Center reporting features include multi-user support, customized reports, Live Data reports, security, multiple display formats, web accessibility, support for permalinks, and Web 2.0-like mash-up support to display data from multiple sources on a single dashboard. These features make Unified Intelligence Center a valuable tool in the Information Technology arsenal of any organization and position it as a drop-in replacement or solution for most reporting requirements.

Release 10.0(1) supports stock reports for Cisco Unified Contact Center Enterprise (Unified CCE), Cisco Unified Contact Center Express (Unified CCX) and Cisco Packaged Contact Center Enterprise (Packaged CCE), and accepts the import of reports designed for use with Cisco Unified Customer Voice Portal (Unified CVP).

This chapter contains the following topics:

Feature list

This section includes a basic feature list for Unified Intelligence Center Reporting. For a comprehensive list of the report templates, their features, and their use, see Cisco Unified Intelligence Center User Guide and the Cisco Unified Intelligence Center Report Customization Guide.

Reporting Capabilities

Live Data reports

Authenticate secured permalinks

Variable parameters in permalinks

Performance optimization in Internet Explorer for loading collection values

Create new entities and to modify existing entities in a category

Powerful grid presentations of reports with sorting and grouping

Note   

Grouping is not supported for Live Data reports.

Chart and gauge presentations of reports. Live Data does not support chart and gauges.

Association of multiple report displays with the same report data definition

Custom filters

Custom thresholds to alert on the data

Supports stock report templates for Unified CCE, Packaged CCE and Unified CCX data

Importable report templates for Unified CVP data

Report data from JDBC compatible data sources. This release of Unified Intelligence Center supports Informix and SQL Server databases

Configure redundant data sources and to switch automatically or manually from one to other data source

Report Management

Note   

Scheduling, exporting, and emailing of reports is not supported for Live Data reports.

Multi-user support

Customized dashboards and custom reports

Report scheduler

Detailed security levels and support for LDAP/local database authentication

Import and export of report XML files

Export of grid reports to Microsoft Excel

Email reports in PDF format

Export reports in CSV format to a remote location through SFTP

Reporting across various time zones

Report Infrastructure

Multiple language support

Clustered deployment

Management support through Simple Network Management Protocol (SNMP), Java Management Extensions (JMX), and Cisco Analysis Manager

Audit Trail of changes

Licensing

Unified Intelligence Center deployments from release 10.0(1) are supported only in VM environments and licenses are based on the Licensing MAC. For more information about obtaining and installing licenses, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center.

For cluster deployment, the license file specifies the maximum number of Unified Intelligence Center servers that the cluster can support.

Security

Unified Intelligence Center supports only HTTPS access by default. HTTP access can be turned on using the CLI command "set cuic properties http-enabled" . For more information, see the Administration Console User Guide for Cisco Unified Intelligence Center at: http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​prod_​maintenance_​guides_​list.html. This mode is not suggested due to the security vulnerabilities it exposes. User authentication on logging in is performed using one of the following 2 mechanisms:

  • LDAP based authentication
  • Application-specific authentication based on the local Unified Intelligence Center database

Unified Intelligence Center defines a set of roles that determines the actions a user with the corresponding role or roles can perform. Users with Security Administrator role can set roles and access permissions for all other users. Permissions determine the set of resources a user can access and operate on. Unified Intelligence Center defines two levels of permissions - execute and write. Execute permissions on a resource enables an user to view and operate on the resource, while Write permissions on a resource enables a user to modify and delete the resource. An owner of a resource (that is, the user who creates a resource) always has write permissions on the resource.

Unified Intelligence Center uses a fixed identity configured as part of each data source to access the underlying data sources irrespective of the current logged-in user.

Unified Intelligence Center supports Unified CCE user integration, where Unified CCE supervisors can be imported into the Unified Intelligence Center application with specific, automatically-assigned roles.

Internal firewall

The Unified Intelligence Center nodes are shipped with built-in fire walls (IpTables).

For more information about Internal Firewall, see the Cisco Unified Intelligence Center TCP and UDP Port Usage guide on http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​prod_​maintenance_​guides_​list.html.

Firewall integration in a wide area network

Data source servers that are deployed over WAN links are likely to encounter firewalls.

Firewall requirements for supported databases are as follows:

  • Microsoft SQL Server Default instances of SQL Server listen on TCP port 1433. Named instances, however, dynamically assign an unused TCP port number the first time the instance starts. The named instance can also dynamically change its TCP port address on a later startup if another application is using the original TCP port number. Named instances should therefore be assigned a static port using the SQL Server Configuration Manager. Microsoft SQL Server uses UDP port 1434 to establish communication links from applications for its SQL Server browser service. Configure the firewall to forward all requests for UDP port 1434 on the database server address. For more information, see this article on the MSDN Configuring the Windows Firewall to Allow SQL Server Access SQL server firewall configuration guide.
  • IBM Informix IDS The Informix IDS server listens on a single incoming TCP port for incoming database connections. For more information, see the Cisco Unified Intelligence Center TCP and UDP Port Usage guide on http:/​/​www.cisco.com/​en/​US/​products/​ps9755/​prod_​maintenance_​guides_​list.html. For more information, see the IDS communication guides.

Throttling for Historical and Real-Time reports

The Unified Intelligence Center throttling mechanism prevents servers from freezing or encountering an Out-of-Memory situation when they are pushed beyond their limits.


Note


Throttling is not the same as ensuring good quality of service. If a Unified Intelligence Center deployment is being overused, the level of service may degrade substantially before the throttling mechanism is activated.

Memory is the resource that is actively throttled by the Unified Intelligence Center application. Processing report data accounts for the majority of memory consumption in Unified Intelligence Center. For that reason, memory throttling focuses on controlling memory consumption due to reporting activity.

The report row is the basic unit used to measure the amount of reporting activity. Using report rows as the basic unit to measure reporting activity gives flexibility to users. A user can decide to run a few big reports or many small ones and the throttling mechanism are equally effective without requiring any tuning.

Report rows are counted only as they are loaded into memory, so no guesses are made as to report size. Test results using the row sizes of the installed stock reports indicate that 2 KB is a conservative estimate for the size of a report row. If each report row is 2 KB in size, then 250,000 is the maximum number of report rows that a Unified Intelligence Center server allows into memory before the server encounters an Out-of-Memory situation.

To enforce this limit, each Unified Intelligence Center keeps count of the number of report rows currently loaded into memory. That count is checked by all reporting operations to determine if additional report rows can be loaded into memory. If an operation cannot proceed because the number of concurrent rows in memory has reached the maximum value, the operation fails and an error is displayed to the user.

What happens if the limits are exceeded?

Report rows are loaded into memory when the data is being fetched from the data source and when it is being prepared to be sent to the browsers.

Either of these operations can fail if the maximum number of concurrent report rows in memory is exceeded:

  • If a violation happens while Unified Intelligence Center is reading data from a data source, the report execution aborts and the report is marked as failed. Unified Intelligence Center does not take partial results–the system either reads all the data that a user requests or marks the report as failed and stores none of the data.
  • If a violation occurs while Unified Intelligence Center is in the process of preparing the HTTPS response for a browser (HTML of a grid, JSON string of a gauge, or XML of a chart), the request to display the data is rejected and the user sees an error message that says the report cannot be rendered because the server is low on resources.

Note


Do not use the throttling mechanism for any sizing purposes. The throttling mechanism is designed to prevent an Out-of-Memory situation and hence this mechanism does not ensure a good quality of service to the users. Always use the sizing calculator to determine your reporting sizing needs.

Throttling for Live Data reports

A number of mechanisms have been put in place to ensure that Live Data event streams do not cause a pileup of events in queues at any stage of processing within the overall system. The "system" here comprises the underlying source of Live Data events (Packaged CCE or Unified CCX), the Java Message Service (JMS) bus used for transporting the events from the data source to the Unified Intelligence Center server, the Unified Intelligence Center server itself, the Notification service (XMPP-based), and the browser-based client-side processing logic for the Live Data updates.