Cisco Unified Contact Center Management Portal
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 multitenant provisioning platform that overlays the Cisco Unified Contact Center
Enterprise (Unified CCE), Cisco Unified Communications Manager (Unified CM), and Cisco Unified Customer Voice Portal (Unified CVP) equipment.
From a Unified CCMP 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 folders.
The Unified CCMP 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 multilevel 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).
- Unified CCMP users see only the resources in the platform that they are 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.
The Unified CCMP Web interface allows for the concurrent provisioning activities of hundreds of end-users, thus avoiding the surge of activity at the Administration & Data Server (formerly known as Admin Workstation, or AW) 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 multitier 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 allow for resources to be provisioned either through the Unified CCMP 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
CCE than to the Unified CM cluster, but typically Unified CCMP connects to the local
Administration & Data Server (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.
Users connect to Unified CCMP through an HTTP/S connection. This is a standard Internet Explorer browser connection to the Unified CCMP web server.
Unified CCMP uses three interface points with the rest of Unified CCE:
- The Configuration Management Service (CMS) server, which runs on an Administration & Data Server, acts as the provisioning interface for Unified CCE. It uses the Java RMI protocol, and the CMS server option must be selected as part of the Administration & Data Server
- The Administration & Data Server “AWDB” database catalog acts as the read-only configuration confirmation interface for Unified CCE. This is an OLEDB protocol interface that uses either Integrated Security or SQL Server integration. Integrated Security means that either Unified CCMP
must be in the same Active Directory domain as the Administration & Data Server, or that suitable permissions between the domains must 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.
Unified CCMP supports all Unified CCE Release 8.0 (x) deployment modes, including parent/child. This section explains the deployment modes and guidelines that pertain to them.
For all deployments, each Unified CCE instance connected to a Unified CCMP system requires a separate Unified CCE physical server configured as an Administration & Data Server.
In lab environments only, Unified CCMP software can be installed on the Unified CCE Administration & Data Server. This co-located model can be used only in labs due to the high processing requirements of the Administration & Data Server and the maximum configuration of 200 Named Agents.
In dedicated server mode, two deployments are supported:
- Single Server. In this simplex mode, all Unified CCMP components are installed on a single server. Most Unified CCE customers use this deployment because it represents the lowest cost of deployment and ongoing cost of ownership. This mode supports a maximum configuration of 1500
- Dual Server. In this mode, the front-end Unified CCMP components are installed on one server (the Web Server) and back-end components on another (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 8000 Concurrent Agents.
Both of the above deployments are non-resilient in nature. The workaround in the event of Portal failure is to revert to provisioning on Unified CCE or Unified CM until Unified CCMP is returned to service, at which time an automatic resynchronization occurs.
Either of the two standard deployment modes can be enhanced to a resilient configuration using a duplicate set of hardware with Unified CCMP integrated data replication facilities to provide a geographically dispersed solution.
Unified CCMP uses SQL Server replication to keep the two sides synchronized. Use the resilient forms of these deployments if you require fault tolerance. The system capacity limits remain unchanged from the equivalent standard deployments.
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.
In parent/child deployments, a single Unified CCMP instance connects to each of the child Unified
CCE Administration & Data servers, which must be configured as physically separate Primary
Administration & Data Servers. Each child instance appears as a tenant within
Unified CCMP. Resources added via Unified CCMP are linked to a tenant, and the added resource
is replicated from the Unified CCE child to its parent using the standard replication
Unified CCE Administration and Data Server
Beginning with Unified CCE 8.0(1), the Distributor AW (with or without HDS) is renamed as an Administration & Data Server. Multiple Administration & Data Server deployments with different roles are available, based on the functionality and amount of reporting data that it can handle.
The Administration & Data Servers are classified into roles based on the system configuration and the call load that they can handle. The Administration & Data Server role, known as a Configuration-Only
Administration Server, was designed for use with Unified CCMP when a lightweight Administration & Data Server running on VMs is desirable.
Administration Server (Configuration-Only Administration Server)
In this role as a Configuration-Only Administration Server, the HDS is not enabled and real-time reporting is turned off. This distributor deployment provides support for configuration changes only. No real-time or historical reporting is supported, as shown in the following figure.
Figure 1. Configuration-Only Administration Server
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, you must contact Cisco Systems to confirm that your
Unified CCMP deployment plan is suitable and will not cause performance issues. Unified CCMP users must pay particular attention to the row labeled "Provisioning Operations per Hour" in the "Configuration Limits and Scalability Constraints, Unified ICM, Unified CC" table.
For details on additional resource capacity criteria and required networking connectivity within geographically dispersed deployments, see the Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 9.0(x).
Unified CCMP 8.0(x) is backward compatible with Unified CCE versions starting with Unified CCE 7.1. Always install the latest version of Unified CCMP to get the latest feature set.
The provisioning audit information collected by Unified CCMP can be viewed by the end-user using the Unified CCMP multi-tenanted and partitioned reporting engine. For reporting of Unified CCE call data, use Cisco Unified Intelligence Center (Unified IC), Unified CCE's advanced reporting platform.
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 either increase the latency of the requests or cause application time-outs to be returned to the user.
Use the following bandwidths:
- A minimum of a 256 kbps link between Unified CCMP and Unified CCE /AXL.
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 used.