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Cisco Unified Contact Center Management Portal

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Cisco Unified Contact Center Management Portal

Table Of Contents

Cisco Unified Contact Center Management Portal

Unified CCMP Architecture

Portal Interfaces

Deployment Modes

Software Compatibility

Reporting

Bandwidth Requirements

References


Cisco Unified Contact Center Management Portal


Last revised on: August 18, 2009

 


Note This chapter is new in this version of the Cisco Unified Contact Center Enterprise 7.5 SRND. Cisco recommends that you read the entire chapter if you intend to deploy the Cisco Unified Contact Center Management Portal in your system.


Cisco Unified Contact Center Management Portal (Unified CCMP) is a browser-based management application designed for use by contact center system administrators, business users, and supervisors. It is a dense multi-tenant provisioning platform that overlays the Cisco Unified CCE, Unified ICM, Unified CM, and Unified CVP equipment.

From Unified CCMP's perspective, the underlying Unified CCE equipment is viewed as configuration items, generally known as resources, such as agents or IP phones. Unified CCMP partitions the resources in the equipment using a familiar folder paradigm, and these folders are then secured using a sophisticated security structure that allows administrators to specify which users can perform which actions within the specified folder(s).

Unified CCMP 's focus on supplying dense multi-tenancy functionality helps support the business plans of large enterprises because it allows the distributed or disparate contact center equipment to be partitioned or segmented to satisfy the following business goals:

Unified CCMP abstracts and virtualizes the underlying contact center equipment, thereby allowing centralized deployment and decentralized control, which in turn provides economies of scale while supporting multi-level user command and control.

Unified CCMP allows the powerful and flexible native Unified CCE provisioning operations to be abstracted into simple high-level tasks that enable business users to rapidly add and maintain contact center services across the virtualized enterprise (or a portion thereof).

A Unified CCMP user sees only the resources in the platform that he or she is entitled to see, thereby providing true multi-tenancy.

Unified CCMP users may manipulate only those resources visible to them by using Unified CCMP tools and features they have been authorized to use, thereby providing role-based task control.

Unified CCMP's Web interface allows for the concurrent provisioning activities of hundreds of end-users, thus avoiding the "huddle around the Admin Workstation" problem sometimes experienced in Unified CCE deployments where provisioning requests can stack up during busy periods. This surge of activity is smoothed by Unified CCMP so that the central site is not overloaded with provisioning requests.

Unified CCMP Architecture

Unified CCMP is a multi-tier architecture consisting of a web server, application server, and database. This architecture maintains a complete data model of the contact center equipment to which it is connected, and the data model is periodically synchronized with the underlying Unified CCE equipment. The Unified CCMP data model and synchronization activity allows for resources to be provisioned either through Unified CCMP's Web interfaces or from the standard equipment-specific user interfaces (the so-called "closed loop provisioning cycle").

All provisioning operations entered through the Unified CCMP Web interfaces are checked for capacity (Is there room on Unified CCE?) and concurrency (Has another user already modified or deleted the resource?) before the request is committed to Unified CCMP. Unified CCMP then executes the provisioning request through the relevant Unified CCE APIs and checks until the action has successfully passed through the Unified CCE servers (the confirmation). At all stages, the process is audited to allow the business users to run audit reports to determine who changed what and when.

Unified CCMP back-end components connect to the Unified CCE interfaces with a "preferred" connection and a backup. This applies more to the dual-sided Unified ICM than to the Unified CM cluster, but typically Unified CCMP connects to the local Admin Workstation (the preferred connection) and switches to the backup connection if the preferred connection fails. Unified CCMP switches back to the preferred connection when its monitoring software detects the return to normal service.

Portal Interfaces

End-users connect to Unified CCMP through an HTTP/S connection. This is a standard IE6 (or later) browser connection to Unified CCMP web server.

Unified CCMP uses three interface points with the rest of Unified CCE:

The Unified ICM Configuration Management Service (CMS, or ConAPI) server, which runs on the distributor Admin Workstations, acts as the provisioning interface for Unified ICM. It uses the Java RMI protocol, and the CMS server option must be selected as part of the Admin Workstation installation.

The Unified ICM distributor Admin Workstation xx_awdb database catalog acts as the read-only configuration confirmation interface for Unified ICM. This is an OLEDB protocol interface that uses either Integrated Security or SQL Server integration. Integrated Security is recommended and means that either Unified CCMP must be in the same Active Directory domain as the Admin Workstation or that suitable permissions between the domains should be set up.

The Unified CM AXL interface acts as both the provisioning interface and the confirmation interface for Unified CM. This is the standard web service using HTTP and XML SOAP protocol.

Deployment Modes

Unified CCMP supports all Unified CCE 7.5(x) deployment modes, including parent/child. This section explains the deployment modes and design recommendations that pertain to them.


Note For all deployments, each Unified CCE instance connected to a Unified CCMP system requires a separate Unified ICM Administrative Workstation (AW) physical server configured as a Primary Distributor AW.


Lab Deployment

In lab environments only, Unified CCMP software can be installed on the Unified ICM AW server. This co-resident model can be used only in labs due to the high processing requirements of the AW and a maximum configuration of 200 Named Agents.

Standard Deployments

Dedicated server mode supports two types of deployments:

Single server

In this simplex mode, all Unified CCMP components are installed on a single server. This is the recommended deployment for most Unified ICM customers because it represents the lowest cost of deployment and ongoing cost of ownership. This mode supports a maximum configuration of 1,500 Concurrent Agents. For details on additional resource capacity criteria, refer to the Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM / Contact Center Enterprise & Hosted, Release 7.5(x), available at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.

Dual server

In this mode, the front-end Unified CCMP components are installed on one server (the Web Server) and the back-end components are installed on another server (the Database Server). This allows the use of a firewall between the Web and Database Servers, which creates a DMZ for internet connectivity and provides for higher capacity and performance throughout the system. This mode supports a maximum configuration of 8,000 Concurrent Agents. For details on additional resource capacity criteria, refer to the Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM / Contact Center Enterprise & Hosted, Release 7.5(x), available at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.


Note Both of the above deployments are non-resilient in nature. In the event of a Unified CCMP failure, revert to provisioning on Unified ICM or Unified CM until Unified CCMP is returned to service, at which time an automatic resynchronization occurs.


Resilient Deployments

Either of the two standard deployment modes can be enhanced to a resilient configuration by using a duplicate set of hardware with Unified CCMP's integrated data replication facilities to provide a geographically dispersed solution. Unified CCMP uses SQL Server replication to keep the two sides synchronized, similar to the Windows version of Unified CM. Cisco recommends these modes for customers who require fault tolerance. The system capacity limits remain unchanged from the equivalent standard deployments.

For details on required networking connectivity within geographically dispersed deployments, refer to the Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM / Contact Center Enterprise & Hosted, Release 7.5(x), available at

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.


Note If a load balancing solution is to be provided to the front end (for example, Cisco Local/Remote Director), then it must support sticky connections.


Parent/Child Deployment

In parent/child deployments, a single Unified CCMP instance connects to each of the child Unified ICM AW servers, which must be configured as physically separate Primary Distributors. Each child instance appears as a "tenant" within Unified CCMP. Resources added through Unified CCMP are linked to a tenant, and the added resource are replicated from the Unified ICM child to its parent by means of the standard replication process.

Systems Exceeding Published Limits

If your requirements exceed the capacity limits outlined in this document and detailed in the Hardware and System Software Specification (Bill of Materials) for Cisco Unified ICM / Contact Center Enterprise & Hosted, Release 7.5(x), you must contact Cisco to confirm that your Unified CCMP deployment plan is suitable and will not cause performance issues.

Software Compatibility

Unified CCMP is backward-compatible with Unified CCE versions starting with Unified CCE 7.1. Therefore, Cisco recommends always installing the latest version of Unified CCMP to get the latest feature set. In addition, Unified CCMP 7.5 and later releases support SQL Server 2005 Standard rather than the previous SQL Server 2000 Enterprise, which provides significant cost savings for the customer.

In summary, the following software versions are recommended for the two main deployment modes:

Co-resident on System CCE (on same server as Administrative Workstation)

Unified CCMP 7.5.x for Unified System CCE 7.5.x

Dedicated server (separate from Administrative Workstation)

Unified CCMP 7.5.x for all versions of Unified CCE from Unified CCE 7.1.x to Unified CCE 7.5.x.

Reporting

The provisioning audit information collected by Unified CCMP can be viewed by the end-user using Unified CCMP's multi-tenanted and partitioned reporting engine. For reporting of Unified CCE call data beyond Cisco WebView, one of the following two optional product solutions are recommended:

Cisco Unified Intelligence Suite — The next-generation advanced reporting platform available with Unified CCE 7.5.

Exony VIM Analytics — The OLAP-based operational analysis, performance management, and data mining platform available under the Cisco Solution+ reseller agreement. This platform shares the Unified CCMP user, roles, and folder hierarchies.

Bandwidth Requirements

Unified CCMP does not have any voice data or call signaling paths, therefore it does not have any QoS requirements. Very low bandwidth or the use of congested network links will simply either increase the latency of the requests or cause application time-outs to be returned to the user.

The recommended bandwidths are:

A minimum of a 256 kbps link between Unified CCMP and Unified ICM/AXL. Note that AXL is particularly sensitive to slow networks due to the relatively verbose SOAP packets returned during the import phase.

A minimum of 2 Mbps links between the client browsers and Unified CCMP Web Servers, and 2 Mbps between the Unified CCMP Web Servers and Unified CCMP Database Servers if quad deployment mode is deployed.

References

For further information, refer to the Cisco Unified Contact Center Management Portal product documentation available at

http://www.cisco.com/en/US/products/ps7076/tsd_products_support_series_home.html