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
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 10.5(1) Solution
OpenFire Server - Only one instance of OpenFire server is installed in
the Unified CCX node that is shared by Unified CCX, Finesse, and Unified
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.
Live Data report in the Unified Intelligence Center Report Viewer or
the BOSH tunnel and the 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
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
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.