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 CCE. 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 transfer.
ICM Application Gateway planning
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.
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 failures.
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
The Unified ICM
Gateway SQL option allows the CallRouter to query an external Microsoft SQL
Server database and use the data in call routing.
implementing the Gateway SQL and DB Lookup functionality, consider a Unified
CVP VXML Application for database lookup instead. The DB Lookup node will
interrupt routing while doing it's queries. The Unified CVP VXML Application
will scale much better.
If you are going to
use the Gateway SQL option, you need to review several pre-installation
Gateway SQL requires an additional Database Server hardware platform.
Know the tasks
involved in setting up the external host database and populating it with the
data you want to use in call routing.
Database Server Platform
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
Decide which data
you want to use in the external database. For example, will you be using:
Other types of
Decide where the
data is coming from:
A flat file?
Make a plan to
transfer the data to the external database:
What type of
media will you use to transfer the data (tape, disk, network)?
transferred data be in a certain format (comma-separated values, text file,
Microsoft SQL Server syntax)?
For Unified ICM
Gateway SQL, you must set up and configure one or more host databases to
function with the Unified ICM system.
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 platforms.
Setting up the
host database. This includes:
Microsoft SQL Server
database on the host database server platform
fields and indexes
permissions and replication
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 the database).
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.
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 functioning.