This chapter describes the deployment models for Cisco Unified Intelligence Center. Each model addresses scalability of the solution. The exact model that must be employed at different sites depends upon on the number of clients to be supported and, to a lesser extent, on the amount of data being reported.
For more information about sizing calculations, see Chapter 4.
Unified Intelligence Center deployment model without ACE
The standard model includes the following components:
One or two Unified Intelligence Center reporting (member) nodes in a cluster
Real-time and historical data source or sources
Optionally, other data sources
Live Data data sources (Packaged CCE and Unified CCX deployments only)
This deployment model consists of a Unified Intelligence Center cluster that communicates directly with the database running on the data source for real-time and historical reports, based on report requests issued by web clients. Live Data reports are updated by a Live Data event stream that originates from the data source.
The web client makes an HTTPS request for a Unified Intelligence Center page/report
The web request is handled by the web server on the Unified Intelligence Center reporting node
When a report is requested, the data is pulled from the data source server, which supplies the actual data for both historical and real-time reports. For more information on Live Data control and data flows, see Live Data architecture and deployment.
Figure 1. Unified Intelligence Center Deployment without ACE
Unified Intelligence Center deployment model with ACE
The deployment model with ACE includes the following components:
Multiple (maximum of eight) Unified Intelligence Center reporting nodes deployed in a cluster
Multiple data source servers
A Cisco switch/router capable of deploying ACE module
Single ACE load balancer module
ACE load balancer is not supported with Packaged CCE and Unified CCX deployments.
In this model, the multiple Unified Intelligence Center reporting nodes are deployed across an ACE load balancer module. This allows clients to use the same URL to access the application. The ACE module performs Load Balancing by distributing user sessions among multiple member nodes in the Unified Intelligence Center cluster that are available at the beginning of the session. The nodes are synchronized through database replication.
If a single data source server is insufficient to serve all the reporting data requests from multiple clients, multiple data source servers can be used to spread the report load. The server load factor numbers (present in the bandwidth and sizing section) determine the number of data source servers, depending on the number of simultaneous real clients running the Unified Intelligence Center reports.
Firefox is the preferred client for administrators in scaled deployments with ACE due to the large amount of data that is displayed, which render faster on the Firefox browser.
The web client makes an HTTPS request for a Unified Intelligence Center page/report using the virtual server configured on the ACE module.
The ACE load balancer determines which available working member (reporting) node handles the request and redirects it to that node. ACE continues to redirect subsequent HTTPS requests from the browser session to the same node (sticky mode).
The web request is handled by the Unified Intelligence Center reporting node.
When a report is requested, the reporting data is pulled from the database on the associated data source, whose connection parameters are resolved by the reporting node.
Figure 2. Unified Intelligence Center Scaled Deployment
Live Data architecture and deployment
The following diagram shows the generic system reporting architecture for real-time reports.
Figure 3. System Architecture - Cisco Unified Contact Center Express
Ensure that the Unified Intelligence Center and data source servers in any deployment are in synch with the same NTP server.
Unified CCE and Unified CCX publish real-time updates of changes in agent, skillgroup, and calltype state through Java Message Service (JMS) messages on a set of topics. Unified Intelligence Center web application consumes these messages and performs the following:
Maps each message to a set of reports corresponding to the topic on which the message is received.
Converts the message payload to XMPP based messages.
Forwards the messages to an OpenFire notification server.
Each message is routed to a particular node in the XMPP name space. The XMPP message is transported through a BOSH (Bidirectional-streams Over Synchronous HTTP) connection to the browser, and from there on to destination listeners through a publish-subscribe bus deployed in the browser.
While the above diagram depicts a single Unified Intelligence Center node that connects to the MQ bus and servicing a single browser client, in actual deployments, a single Unified Intelligence Center node can service multiple browser clients each running multiple instances of various reports. Also, all the nodes in a Unified Intelligence Center cluster can be configured to subscribe to the same JMS bus - the common data source for Live Data events.
In addition to displaying Live Data reports in the Unified Intelligence Center Report Viewer, an important component of the Unified Intelligence Center 10.0(1) solution release is to display the Live Data reports in gadgets on the Agent and Supervisor Finesse desktop.
Cisco Unified Contact Center Express architecture deployment
In Unified CCX deployments, both Unified Intelligence Center and Finesse are co-resident on the same server along with Unified CCX.
Figure 4. System Architecture - Cisco Unified Contact Center Express
The above diagram depicts the HA configuration of Unified CCX, where the primary node, by default, is the master, and the secondary node is the warm standby. Historical reports are not available as gadgets in 10.0(1) Solution release.
OpenFire Server - Only one instance of OpenFire server is installed in the Unified CCX node that is shared by Unified CCX, Finesse, and Unified Intelligence Center.
BOSH Tunnel - There are two cases to consider. First, when the Live Data report is executed within a gadget on the Finesse desktop, and second, when a Live Data report is executed on the Unified Intelligence Center Report Viewer or through a native permalink.
Live Data gadget on the Finesse desktop. The real-time gadget is loaded on the Finesse desktop only after an Agent or Supervisor has logged in and the Finesse container is initialized. The Finesse container will set up the BOSH tunnel to the common platform OF server. This common tunnel is shared by both the Finesse gadgets as well as the Unified Intelligence Center gadgets.
The system diagram for Live Data gadgets embedded in the Finesse desktop and for Live Data reports running in the Unified Intelligence Center Report Viewer is as shown below.
Figure 5. Cisco Unified Contact Center Express - Live Data Gadgets
In the case of gadgets on the Finesse desktop, a single shared BOSH tunnel is shared by all the gadgets from the browser to the OpenFire server on the Unified CCX server. This tunnel is created by the Finesse container on user login, and used by Unified Intelligence Center to push XMPP messages for Live Data reports based on OpenFire nodes created in a Unified Intelligence Center specific node space (naming domain). The diagram also depicts a Live Data report running in a Unified Intelligence Center Report Viewer client window (non-gadget based report) that uses its own BOSH tunnel to connect to the OpenFire server. In summary, Unified CCX deployments would have a single BOSH tunnel from every client running a Live Data report.
Cisco Packaged Contact Center Enterprise architecture diagram
In the case of Packaged CCE, each Unified Intelligence Center node in the deployment will host its own instance of OpenFire server to server Live Data clients logged into that node. Live Data reports running in the Unified Intelligence Center Report Viewer and through permalink access will use a BOSH tunnel created from the client to the OpenFire instance on the corresponding Unified Intelligence Center node.
Finesse server, along with its OpenFire instance, is hosted in a separate VM. Live Data reports running in gadgets on the Finesse desktop will result in the creation of a BOSH tunnel from the Finesse desktop parent container to the corresponding Unified Intelligence Center node - this is in addition to the BOSH tunnel that already exists from the container to the Finesse OpenFire server. The BOSH tunnel to the Unified Intelligence Center server will be instantiated during loading of the Live Data gadget into the Finesse container.
In a multi-node Unified Intelligence Center cluster environment, each node will be receiving all the messages published on the Java Message Service (JMS) bus, while dispatching XMPP messages only corresponding to the clients that are logged into the particular node. This architecture does not require the XMPP messages to be replicated among all the cluster nodes, and node failures have isolated impact - only the clients being serviced by a particular node are impacted by its failure, and clients can regain full reporting functionality by connecting to an alternative node in the cluster. Live Data reports in Unified Intelligence Center in 10.0(1) does not automatically support client redirection, load balancing, or high availability.
The system diagram for Live Data gadgets on the Finesse desktop and for Live Data reports in the Unified Intelligence Center Report Viewer in Packaged CCE deployment is as shown below:
Figure 6. Cisco Packaged CCE - Live Data Gadgets
In Packaged CCE deployments, Finesse and Unified Intelligence Center servers run on separate VMs, each hosting their own OpenFire instance. Consequently, two separate BOSH tunnels are created from each Finesse desktop in this case - one tunnel to the Finesse OpenFire server for receiving Finesse events, and another tunnel to the Unified Intelligence Center OpenFire server for Live Data gadgets to receive Live Data events. For Live Data reports running in the Unified Intelligence Center Report Viewer, a single BOSH tunnel to the Unified Intelligence Center OpenFire server would be created for each browser instance.
Cisco Packaged CCE and Cisco Unified CCE deployments
Cisco Packaged Contact Center Enterprise (Packaged CCE) and Cisco Unified Contact Center Enterprise (Unified CCE) are integral components of the Cisco Unified Communications system and delivers a comprehensive solution that provides intelligent routing and logging functionality and call treatment. Packaged CCE and Unified CCE uses a synchronized, lock and step message-based routing functionality to keep configuration and reporting data up to date. This data is maintained in databases in the Administration and Data Server, formerly called the Distributor Admin Workstation (AW).
Administration and data server as Unified Intelligence Center data source
The Administration and Data Server holds the database used as the Unified Intelligence Center data source for Unified Intelligence Center stock reports. Packaged CCE and Unified CCE can support multiple Administration and Data Servers.
Packaged CCE and Unified CCE introduced a new set of options based on deployment size:
For small or medium deployments, select Administration Server and Historical Data Server (AW-HDS). This is the selection for Unified Intelligence Center data feed.
For large deployments, select Administration Server, Historical Data Server, and Detail Data Server (AW-HDS-DDS).
Unified Intelligence Center uses AW/HDS as a data source for standard historical reports and AW/HDS or AW as a data source for standard real-time reports.
In all cases, the database on the Administration and Data Server and the views inside it are used as the tables for the data source queries run from Unified Intelligence Center. This makes it unnecessary to maintain additional database network connections to multiple databases from the Unified Intelligence Center, and all the data pertaining to Packaged CCE and Unified CCE can be referenced by single data source.
The Unified Intelligence Center installation adds two data sources to the reporting (member) nodes:
The Packaged CCE and Unified CCE Historical data source, which support the Unified ICM/CC stocks historical reports, and Packaged CCE and Unified CCE User Integration.
The Packaged CCE and Unified CCE Realtime data source–-This data source is added by default to support the Unified ICM/CC stock realtime reports.
Configure the Contact Center Enterprise data sources, labeled Packaged CCE or Unified CCE Historical and Packaged CCE or Unified CCE Real time in Intelligence Center's data sources tab, to use the Contact Center Enterprise stock reports.
These data sources can be the same AW/HDS server or you can configure them to use two different servers. The Cisco Unified Contact Center Enterprise Solution Reference Network Design(SRND) provides detailed information about database deployment models using AW, HDS and DDS and should be consulted for sizing guidance. To be used as the Packaged CCE and Unified CCE Realtime, or Packaged CCE and Unified CCE Historical data source in Unified Intelligence Center, the system must include both AW and HDS. To develop custom reports on TCD records, the data source must also include the DDS.
Figure 7. Unified Intelligence Center deployment with Unified CCE for Historical and Real-Time reporting
Network design - Unified Intelligence Center deployments over a WAN
Unified Intelligence Center can be deployed as the reporting solution with Unified CCE deployments that scale over a WAN networks. In these deployments, Unified Intelligence Center is deployed locally with one section / data center of the scaled Unified CCE deployment and can access the local AW-HDS over the Local Area Network (LAN) as well as the remote AW-HDS which is deployed along with the remote section of the Unified CCE over the Wide Area Network (WAN).
Other data sources such as Unified CVP can be deployed along with Unified CCE. Firewall considerations when deploying over WAN are applicable to the data source servers and appropriate ports as described in the Firewall Integration notes should be opened, depending on the remote database configuration.
Unified Intelligence Center does not support ACE Load Balancer when Unified Intelligence Center nodes and browser clients are split across a WAN. Unified Intelligence Center supports ACE Load Balancer only when nodes and browser clients are in the same subnet and network.
Figure 8. Network Design - Unified Intelligence Center deployments over a WAN
Cisco Unified Customer Voice Portal deployment
Cisco Unified Customer Voice Portal is a VoiceXML-based solution that provides Interactive Voice Response (IVR) and IP switching functionality on Voice over IP (VoIP) networks. It can be deployed in a standalone mode or integrated as part of Unified Contact Center Enterprise (Unified CCE) solution.
Unified CVP reporting server as Unified Intelligence Center data source
The Unified CVP Reporting Server component of Unified CVP is used as the data source in a Unified Intelligence Center deployment that imports reports for the Unified CVP platform.
The Unified CVP Reporting component provides the basic reporting capabilities in a Unified CVP environment. This reporting server is a Windows 2008 server that hosts an IBM Informix Dynamic Server (IDS) database management system. It contains a published schema, which customers can use to create custom reports.
Network design - Unified Intelligence Center deployment with Unified CVP
The Unified CVP Reporting Server receives reporting data from the IVR Service, the SIP Service (if used), and the Unified CVP VXML Servers. The Reporting Server depends on the Call Server to receive call records.
For standalone Unified CVP VXML Server deployments, one Call Server is needed per Reporting Server. The Reporting Server must also be local to the Call Server(s) and Unified CVP VXML Server(s) that it is servicing. Deploying the Reporting Server at a remote location across the WAN is not supported by Unified CVP.
The Unified CVP deployment model shown in the diagram below is a not a strict requirement for Unified IC. Unified IC is independent of the components connected to the data source server it uses to fetch its data. Therefore the exact Unified CVP deployment can vary depending on the customer installation and on the required number of Reporting Servers available for the Unified IC reporting nodes to connect to.
Figure 9. Unified Intelligence Center Deployed with Unified CVP