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
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.
Live Data report in
the Unified Intelligence Center Report Viewer or through a native permalink.
OpenAjaxHub in the browser are loaded as part of the web page. A BOSH tunnel is
then created from the client window to the platform OpenFire server, and shared
by all the Live Data reports executed in the client window.
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.