ICM Application Gateway and ICM Gateway SQL planning
The Unified ICM Application Gateway and Unified ICM Gateway SQL options
allow Unified ICM to integrate external contact center applications into the
Unified ICME. Each of these options involves some pre-installation planning.
For example, you may need to prepare host systems and databases; review fault
tolerance issues; and, in the case of Unified ICM Gateway SQL, plan for data
The Unified ICM
Application Gateway option allows the Unified ICM system to interface with any
external call center application. Within the Unified ICM software, the Unified
ICM Application Gateway feature is implemented as a node in a call routing
script. You add a Gateway node to a script to instruct the Unified ICM to
execute an external application. This allows the script to evaluate responses
from an external application. The Unified ICM can then base subsequent routing
decisions on the results produced by the application.
Unified ICM Application Gateway application can return a variable to the
CallRouter that identifies the caller as having a certain type of account. The
script can then use this information to control where and how the call is
routed. Optionally, the Unified ICM software can pass the retrieved information
to the site that is receiving the call. In this case, certain data such as
account numbers, dates, billing phone numbers, and addresses are passed along
with the call to an answering resource.
To prepare for the Unified ICM Application Gateway
option, you must set up the host system to communicate with the Unified ICM
system. This involves configuring the host application to listen to a socket on
the target Unified ICM machine. You also need to configure a name and port
number to connect the host system to the Unified ICM central database. These
steps are performed at system installation; however, you can begin preparing
the host applications ahead of time.
During system installation,
when connectivity between the Unified ICM system and host system is
established, you must identify the host system to be queried by entering data
in the Application_Gateway table.
You can configure access to a single host application or duplicate
host applications. In a single host configuration, configure the same host for
both CallRouters (Side A and Side B). The single host method provides no
protection against host failures; however, it does protect against connection
In order to achieve a higher level of fault tolerance in
an Unified ICM Application Gateway application, you can connect duplicate host
applications to the CallRouter. For example, the Side A and Side B CallRouters
can each manage a connection to one of the duplicated host applications. Each
time a script initiates a request, both CallRouters query their corresponding
host. The CallRouters use the response from the host that responds first. This
method is highly reliable. Even if a host or a connection fails, all query
requests are satisfied.
ICM Gateway SQL planning
The Unified ICM Gateway SQL option allows the
CallRouter to query an external Microsoft SQL Server database and use the data
in call routing.
Before implementing the Gateway SQL and DB Lookup functionality, we strongly recommend considering a CVP VXML Application for database lookup instead. The DB Lookup node will interrupt routing while doing it's queries. The CVP VXML Application will scale much better.
If you are going to use the
Gateway SQL option, you need to review several pre-installation planning
Unified ICM Gateway SQL requires an
additional Database Server hardware platform.
tasks involved in setting up the external host database and populating it with
the data you want to use in call routing.
The Unified ICM Gateway SQL option requires a host database server.
Duplex the host database server to maintain Unified ICM fault tolerance. A
duplexed Unified ICM Gateway SQL system requires two identical host database
server platforms. Each host database server resides on the same LAN segment as
its corresponding Unified ICM CallRouter. The following figure shows a duplexed
Unified ICM system that has a duplexed Unified ICM Gateway SQL host database
Figure 1. ICM Gateway SQL Duplexed Configuration
To prepare an Unified ICM system for Unified ICM
Gateway SQL, you need to make several decisions:
Decide which data you want to use in the external database. For
example, will you be using:
Other types of data?
Decide where the
data is coming from:
A flat file?
Make a plan to transfer the data to the external
What type of media will you use to transfer
the data (tape, disk, network)?
Will the transferred
data be in a certain format (comma-separated values, text file, Microsoft SQL
Database configuration overview
For Unified ICM Gateway SQL, you must set up and
configure one or more host databases to function with the Unified ICM
Choosing a host database server platform. The
host database server must have adequate processing power and disk space. Cisco
can provide you with specifications for basic and high-end host database server
Setting up the host database. This
Installing a Microsoft SQL
Creating a database on the host database
Defining fields and
Setting up permissions and
Transferring data from
a data source. Transfer data to populate the database with the data to be used
in call routing (for example, you might want to transfer customer records to
Configuring the Unified ICM system to
access the host database. Set up user names and passwords that the Unified ICM
system can use to access the data in the host database.
Writing test scripts to test the Unified ICM Gateway SQL option. Monitor
test scripts that use the Script Editor DB Lookup node. The monitoring results
are captured and stored in the Route_Call_Detail table to validate that the
Unified ICM Gateway SQL feature is