ICM Components and Processes

The principal ICM components are:

CallRouter	The component of the Central Controller that makes routing decisions and both gathers and distributes data from remote sites; generally referred to in this document simply  as the Router. (Central Controller is the term used when discussing a CallRouter/Logger configuration.)
Logger	The database server that stores contact center configuration data and temporarily stores historical reporting data for distribution to the data servers.
CTI Object Server (CTI OS)	CTI interface for Agent Desktops. The (optional) component that allows an external CTI application to communicate with a Peripheral Gateway.
Peripheral Gateway (PG)	Interfaces to various ‘peripheral’ devices, specifically to Unified CM, VRU (Unified IP IVR or Unified CVP), or Multichannel products (EIM and WIM for email and chat). The PG includes one or more Peripheral Interface Managers (PIMs) for the specific device interfaces. or The interface between the ICM platform and third-party hardware in each contact center, such as an ACD. A Peripheral Gateway (PG) is typically located at the contact center.
Agent PG	PG that has a Unified CM PIM.
Unified CM Peripheral Interface Manager (PIM)	Part of a PG that interfaces to a Unified CM cluster by using the JTAPI protocol.
VRU PIM	Part of a PG that interfaces to the Unified IP IVR or Unified CVP through the Service Control Interface (SCI) protocol.
MR PIM	Part of a PG that interfaces to call center Multimedia products, specifically EIM and WIM for email and chat.
CTI Server	Part of the PG that interfaces to CTI OS and provides an open CTI interface, which is useful for some server-to-server communications.
Network Interface Controller (NIC)	Interfaces to the public switched telephone network (PSTN), which enables Unified CCE to control how the PSTN routes a call.
Administration & Data Server	Configuration interface and real-time and historical data storage (for example, for reporting). There are several different deployment models described later in this chapter.
Administration Client	Configuration interface. This component has a subset of the functionality of the Administration & Data Server. It is a “lighter weight” deployment because it does not require a local database and it is deployed to allow more places from which to configure the solution.
Cisco Unified Intelligence Center (Unified Intelligence Center)	Provides web browser-based real-time and historical reporting. Unified Intelligence Center also works with other Cisco Unified Communications products.

Admin Workstation.          The human interface to ICM software. An Admin Workstation (AW) can be                                                              located at any central or remote site. It allows users to monitor call handling within

                                                     the system and make changes to configuration data or routing scripts.

 WebView.                        The (optional) component that provides web-based contact center reporting.

The combination of CallRouter and Logger is called the Central Controller. When the CallRouter and Logger modules run on the same server, the server is referred to as a Rogger. When the CallRouter, Logger, and Peripheral Gateway modules run on the same server, the server is referred to as a Progger. In lab environments, the system Administration & Data Server can also be loaded onto the Progger to create a server known as a Sprawlerconfiguration; however, this configuration is approved only for lab use and is not supported in customer production environments.

Duplexed Components

To allow ICM software to continue operating when a single node fails, all major components

of the system can be duplicated on separate nodes, or duplexed. This allows the system to be

fault-tolerant; that is, to continue operating when a component fails.

For example, two computers can run the CallRouter software. If one of those computers fails

for any reason, the other computer continues to run and ICM software continues to operate

without interruption. The CallRouter and Logger processes are typically duplexed and Peripheral

Gateways may be duplexed.

The failure of a single Admin Workstation does not prevent the rest of the ICM system from

operating. Therefore, Admin Workstations are not duplexed.

In a fully duplexed configuration, one CallRouter and one Logger compose one side of the

Central Controller; the other CallRouter and Logger compose the other side. The sides are called

Side A and Side B.

The components of a single side must be located at a single site; that is, the CallRouter and

Logger for Side A must be collocated. For maximum fault-tolerance, the Side B components

may be at a different site than Side A.

If a Peripheral Gateway (PG) is duplexed, both PGs (A and B) are typically located at a single

site; usually, the same site that contains the contact center equipment. If a disaster causes the

entire site to fail, the contact center equipment itself is unavailable. Therefore, having a duplexed

PG at another site would provide little benefit.

ICM Components Processes

ICM ROGER

CSFS

ConfigLogger

HistLogger

Replication

Recovery

CCAgent

AppGW

DbAgent

DbWorker

MDS

Router

TestSync

Rtsvr

AW\HDS

ConfigLogger

RTclient

Replication

RTdist

Schman

UpdateAW

Peripheral Gateway

MDS

OPC

PGAgent

Testsync

ICM Process Description

Component	Process	Description
Router	* router.exe	[Critical] This is the primary Router process.
	* rtsvr.exe	[Critical] Provides real-time data feed from the Router to the Administration & Data Server.
	* mdsproc.exe	[Critical] Message Delivery Service
	* ccagent.exe	[Critical] Router component that manages communication links between the Router and peripheral gateways.
	* dbagent.exe	[Critical] Manages connections and transactions (configuration updates) from configuration tools.
	* testsync.exe	[Non critical] Provides interface for component test tools.
	* appgw.exe	[Optional/Critical] The process that provides an interface for the Router to communicate with external applications.
	* dbworker.exe	[Optional/Critical] The process that provides the interface for the Router to query external databases.
	* [NIC].exe	[Optional/Critical] A separate process is active for each Network Interface Controller (NIC) enabled during SETUP. The NIC process manages the interface to a telephony network. The presence of a NIC process in a Unified CCE deployment is very rare. NIC process names: attnic.exe, cainnic.exe, netwrkcic.exe, crspnic.exe, cwcnic.exe, gktmpnic.exe, incrpnic.exe, mcinic.exe, gennic.exe, ntnic.exe, ntlnic.exe, sprnic.exe, ss7innic.exe, stentornic.exe, timnic.exe, unisourcenic.exe
Logger	* configlogger.exe	[Critical] The process that manipulates configuration data.
	* histlogger.exe	[Critical] The process that inserts historical data into TMP historical tables in the Logger database.
	* recovery.exe	[Critical] This process bulk copies historical data from the TMP historical tables to the actual historical tables. Recovers and synchronizes historical data with its partner logger during failover if loggers are running duplex. In addition, it is responsible for historical data purges in the Logger database based on configured retention parameters.
	* replication.exe	[Critical] The process that replicates data from the Logger to the Historical Data Server on an Administration & Data Server.
	* csfs.exe	[Critical] The alarm/event processor. CSFS distributes alarms/events send via EMS to supported alarm/event feeds, for example, SNMP, syslog. CSFS stands for Customer Support Forwarding Service, which in Unified ICM’s infancy, forwarded events to a central monitoring location.
	* cw2kfeed.exe	[Optional] The syslog event feed. This process acquires events from the CSFS process, formats them appropriately in accordance with the syslog protocol and sends the events to the configured collector. If a syslog collector is not configured, this process does not execute.
	* campaignmanager.exe	[Optional/Critical] Outbound Option Campaign Manager. This process manages customer lists: provides customer records for every Dialer in the enterprise; determines when customers should be called again; maintains the "Do Not Call" list in memory. The Campaign Manager also sends real time and historical data to the Router and distributes configuration information to Dialer and Import processes. This process is installed and executes on the "A" side Logger only.
	* baimport.exe	[Optional/Critical] Outbound Option Import process. This process imports contact lists into the Outbound Option database; applies query rules to the contact table to build dialing lists; determines the GMT value for each phone based on the region prefix configuration. This process is installed and executes on the "A" side Logger only.
	sqlservr.exe	[Critical] Microsoft SQL server process
	sqlmangr.exe	[Critical] Microsoft SQL server process
	sqlagent.exe	[Critical] Microsoft SQL server process
PG	* opc.exe	[Critical] Open Peripheral Controller (OPC). This process acts as the brain for the peripheral gateway, including acting as a central collection and distribution point for all interaction with peripherals. OPC also ensures that all synchronization is accomplished with the other side. It also prepares and sends termination call detail (TCD) records as well as 5 minute and 30 minute reports.
	* mdsproc.exe	[Critical] Message Delivery Service
	* pgagent.exe	[Critical] MDS Peripheral Gateway component that manages the interface between the peripheral gateway and the central controller.
	* testsync.exe	[Non critical] Provides interface for component test tools.
	* eagtpim.exe	[Optional/Critical] The Cisco Unified CM peripheral interface manager process. This process manages the interface between OPC and the JTAPI Gateway. Multiple PIMs of the same type can be enabled for a PG. VRU PIMs and Unified CM PIMs may be coresident on a PG as well. This is very common in Unified CCE deployments but may not be present on all PGs. There may be multiple instances of this process running.
	* acmipim.exe	[Optional/Critical] The process is expected on the Unified SCCE Gateway PG – this Peripheral Interface Manager is responsible for the communication interface between the parent instance and the child instance.
	* vrupim.exe	[Optional/Critical] Peripheral Interface Manager process between OPC and a Voice Response Unit (VRU) or Interactive Voice Response (IVR). There may be multiple instances of this process running.
	* mrpim.exe	[Optional/Critical] The Media Routing Peripheral Interface Manager is the integration point for the Outbound Option Dialer, Cisco Email Manager (CEM), Cisco Collaboration Server (CCS) as well as the Email Interaction Manager (EIM) and Web Interaction Manager (WIM). There may be multiple instances of this process running.
	* msgis.exe	[Optional/Critical] Message Integration Service (MIS), which provides a mechanism to share call context data with a VRU. This process is only present on a PG with a VRU PIM.
	* ctiosservernode.exe	[Critical] The CTI OS Server process that manages connections from CTI clients (agent desktops), retains (real-time) data about agents and acts as the conduit for events and control messaging between CTI Server and CTI clients.
	* jtapigw.exe	[Critical] JTAPI Gateway that manages the interface to the Unified Communications Manager IP PBX via the JTAPI client to the CTI Manager on the Unified CM. On the other side, the JTAPI Gateway connects to the Unified CM PIM and translates JTAPI messages and events into a format expected by the PIM.
	* ctisvr.exe	[Critical] CTI Gateway (CTI Server) process that processes (GED-188) messages between CTI OS and OPC. Note: In legacy implementations, CTI Server manages connections to CTI desktops.
	IPPASvr.exe	[Optional/Critical] Cisco Agent Desktop: Cisco Browser and IP Phone Agent Service
	FCCServer.exe	[Optional] Cisco Agent Desktop: Cisco Chat Service
	CTI Storage Server.exe	[Optional/Critical] Cisco Agent Desktop: Cisco Enterprise Service
	LDAPmonSvr.exe	[Optional/Critical] Cisco Agent Desktop: Cisco LDAP Monitor Service
	LRMServer.exe	[Optional/Critical] Cisco Agent Desktop: Cisco Licensing and Resource Manager Service
	RPServer.exe	[Optional/Critical] Cisco Agent Desktop: Cisco Recording & Playback Service
	FCRasSvr.exe	[Optional/Critical] Cisco Agent Desktop: Cisco Recording and Statistics Service
	DirAccessSynSvr.exe	[Optional/Critical] Cisco Agent Desktop: Cisco Sync Service
	FCVoIPMonSvr.exe	[Optional/Critical] Cisco Agent Desktop: Cisco VoIP Monitor Service
	slurpd.exe	[Optional/Critical] Cisco Agent Desktop: Directory Replication Service
	slapd.exe	[Optional/Critical] Cisco Agent Desktop: Directory Services
	tomcat5.exe	[Optional/Critical] Cisco Agent Desktop: Tomcat Service
	* badialer_ip.exe	[Optional/Critical] Outbound Option: This is the Dialer process that implements a dialing algorithm and places calls to customers during an outbound campaign. The Dialer monitors skill groups for agent availability and reserves agents via the MR PG. The Dialer then informs the Campaign Manager of the result of each attempt to contact a customer.
Administration & Data Server (AW/HDS)	* configlogger.exe	[Critical] Processes inbound configuration data.
	* updateaw.exe	[Critical] Updates the local configuration database with configuration data from the central controller.
	* rtclient.exe	[Critical] Receives a real-time data feed (from a real-time distributor) and updates the local database.
	* rtdist.exe	[Critical] Manages inbound real-time data from the real time server on the Router and distributes it to real-time clients.
	* replication.exe	[Critical] Manages replicated historical data received from the Logger (HDS only) and inserts historical data in the HDS database. In addition, it is responsible for historical data purges in the HDS database based upon configured retention parameters.
	* cmsnode.exe	[Optional] Configuration Management System (CMS). Manages configuration data for the ConAPI interface. This is a necessary interface (process) for the System CCE web configuration and the Agent Reskilling Tool. Thus, for System Unified CCE, this is an important process. Also, if the customer has purchased the Cisco Unified Contact Center Management Portal (Unified CCMP), CONAPI is also used. However, for a Unified CCE deployment without Unified CCMP, this process is not critical. In a recent version of Unified CCE, cmsnode.exe runs by default but it is difficult for a management station to know whether it is necessary. Therefore, this is listed as Optional.
	* cms_jserver.exe	[Optional] Configuration Management System (CMS) Jaguar Server. This process works with cmsnode.exe for CMS to provide Java interfaces for ConAPI. In a recent version of Unified CCE, cms_jserver.exe runs by default but it is difficult for a management station to know whether it is necessary. Therefore, this is listed as Optional.
	tomcat5.exe	[Optional/Critical] Apache Tomcat servlet engine for SCCE web config.
	* iseman.exe	[Optional] Internet Script Editor
	sqlservr.exe	[Critical] Microsoft SQL server process
	sqlmangr.exe	[Critical] Microsoft SQL server process
	sqlagent.exe	[Optional] Microsoft SQL server process
All Nodes	nodeman.exe	[Critical] Node Manager. This process monitors the status of all Unified ICM/Unified CCE processes on the server; should a process terminate unexpectedly, the Node Manager automatically restarts that process.
	nmm.exe	[Critical] Node Manager Manager. This process monitors the primary Node Manager (nodeman.exe) process; should the primary Node Manager (nodeman.exe) process terminate unexpectedly, the Node Manager Manager restarts it.
	snmpdm.exe	[Important] SNMP master agent
	cccsnmpmgmt.exe	[Important] SNMP agent management service – this service manages the SNMP agent infrastructure and restarts any agents that may terminate unexpectedly. It also ensures that the agent processes run at a reduced priority so as to not adversely impact server performance.
	msnsaagt.exe	[Important] Microsoft native subagent adapter
	hostagt.exe	[Important] HOST-RESOURCES-MIB subagent
	sappagt.exe	[Important] SYSAPPL-MIB subagent
	cccaagent.exe	[Important] CISCO-CONTACT-CENTER-APPS-MIB subagent

ICM Processes and Description

 Router Processes

Prefix	Process  Name	Description
ccag	CCAGENT	Central Controller DMP Agent. Device Management Protocol Agent that session layer communications with ICM nodes.
dba	DBAGENT	Central Controller Database Agent. Communications process that validates access to the central database.
dbw	DBWORKER	Host Database Lookup. Process that queries external databases and uses resulting data in call routing.
mds	MDSPROC	Message Delivery Service. Process that provides reliable message delivery between ICM processes.
nm	NODEMAN	Node Manager. Process that manages, restarts, and initializes processes on each ICM
nmm	NMM	Node Manager Manager. Process that manages, restarts, and initializes the Node Manager process on each ICM Node.
rtr	Router	Call Router. Process that receives call routing requests, determines call destinations,and collects information about the entire system.
agi	APPGW	Application Gateway. Allows a routing script to pass data to an external application and receive data in return which can be used in routing decisions
rts	RTSERVER	Real Time Server. Process that takes real-time data retrieved from PGs and forwards it to Admin Workstations client CTI applications

Router Startup

1.  All processes start and wait for MDS to go “In Service”

2.  MDS initializes and goes “In Service”

3.  Router loads state from its peer if available. Otherwise router requests config from logger

4.  ccagent accepts connections from DMP devices (PG’s and NIC’s)

5.  Router responds to requests for configuration from PG’s andNIC’s

6. rtsvr accepts connections from real time distributors

Logger Process

Prefix	Process  Name	Description
clgr	CONFIGLOGGER	Configuration Database Logger. Process that stores configuration data in the central database.
hlgr	HISTLOGGER	Historical Database Logger. Process that stores historical data in the central database.
dtp	DTP	Customer Support Data Transfer Process. Transfers events from the Logger to your ICM support provider.
csfs	CSFS	Customer Support Forwarding Service. Receives, filters, and saves appropriate events for delivery to your ICM support provider.
rcv	RECOVERY	Central Database Recovery. Recovers central database historical data.
rpl	REPLICATION	Replicates data from the Logger historical database to the HDS

Logger Startup

1.  Logger and Recovery processes start and connect to the database

2.  Logger connects to MDS on the same side Router and waits for MDS “In Service”

3.  Recovery attempts to connect to its peer if available and synchronizes Historical Data

4.  Logger loads state from its peer if available, otherwise waits for instructions from the Router

PG Processes

Prefix	Process  Name	Description
opc	OPC	Open Peripheral Controller. Interface between the PIM and the Router. Supplies the Router with uniform message sets from different PG types.
pgag	PGAGENT	Peripheral Gateway DMP Agent. The Device Management Protocol Agent that manages session layer communications between the PG and CallRouter.
pim	Peripheral Interface Manager	Peripheral Interface Manager. The proprietary interface between a peripheral and the PG
mds	MDSPROC	Message Delivery Service. Process that provides reliable message delivery between ICM processes.
nm	NODEMAN	Node Manager. Process that manages, restarts, and initializes processes on each ICM
nmm	NMM	Node Manager Manager. Process that manages, restarts, and initializes the Node Manager process on each ICM Node.
ctisvr	CTILINK	Computer Telephony Integration server. A PG process that serves as an interface between ICM software and client CTI applications

PG Startup

1.  All processes start and wait for MDS to go “In Service”

2.  MDS initializes and goes “In Service”

3.  OPC loads state from its peer if available. Otherwise OPC sends initialize request to one pgagent

4.  pgagent attempts to establish an active path to one side of the central controller (and an idle path to the other side).

5.  Once active path to central controller is established, OPC sends request to the router asking to be told its configuration information.

6.  Once OPC successfully receives its config from the router it attempts to activate the configured PIMs. This causes the PIMs to connect to the ACDs. If this is successful the PG reports “Peripheral Online” to the router.

AW Processes

Prefix	Process  Name	Description
edt	SCRIPTED	ICM Script Editor. Tool used to create and schedule call routing scripts.
rtc	RTCLIENT	rtc RTCLIENT Real Time Feed Client. A Distributor AW process that receives real-time data from the
rtd	RTDIST	Real Time Feed Distributor. A Distributor AW process that distributes real-time data to client-only Admin Workstations.
nm	NODEMAN	Node Manager. Process that manages, restarts, and initializes processes on each ICM
nmm	NMM	Node Manager Manager. Process that manages, restarts, and initializes the Node Manager process on each ICM Node.
ise	ISEMAN	Internet Script Editor Manager. Process that manages the Internet Script Editor connections to the Admin Workstation
rpl	REPLICATION	Replicates historical data from the Logger to the HDS
clgr	CONFIGLOGGER	Configuration Database Logger. Process that stores configuration data in the AW database.
upcc	UPDATECC	Update ICM Central Database tool. Copies data from the local database to the central databases

AW Startup

1.  Real Time Client (AW Startup rtc) connects to its Distributor and sends a registration request

2.  Real Time Distributor (rtd) accepts the connection from client and attempts to connect to its preferred Real Time Server (rts)

3.  Real Time Server accepts the connection request from the distributor and forwards the initial state of all real time tables

4.  UpdateAW service waits for real time feed to become active and then brings the local DB up-to-date according to config sequence number.

5.  Update AW reports “Waiting for new work…”

6.  Replication will connect to the CC Logger’s replication process and  the CC Logger’s replication process will push Historical Data to the HDS