Maintenance Manual

64 Enterprise Chat and Email Deployment and Maintenance Guide
Setting Up Services in the System Console
Service processes are managed at the system level as shared resources across partitions. Service instances are
managed within partitions.
See Enterprise Chat and Email Administrator's Guide to System Console for the details of the procedures
mentioned in this section.
This section helps you set up processes and instances for the following services:
 Retriever: Gets incoming emails from configured aliases and parses them.
 Workflow Cache: Maintains the files that store information about objects used in workflows.
 Workflow Engine: Applies workflows on emails to automate their routing and handling.
 Dispatcher: Sends outgoing emails out of the system.
 External Agent Assignment Service (EAAS): Identifies new activities that arrive into an external
assignment queue, and routes requests for each of these activities to Unified CCE for routing to take place
through Unified CCE.
 Listener: Assigns activities to target agents or user groups (skill groups) identified by Unified CCE, and
reports the status of both the activity and the agent to Unified CCE throughout the life cycle of the given
activity.
 Context Service: This service synchronizes activities and customer’s information between the Cisco ECE
and Cisco Context Service. This service only applies to systems using Cisco Context Service. For details on
Context Service availability, visit https://help.webex.com/community/context-service.
To set up ECE services in the System Console:
See Enterprise Chat and Email Administrator's Guide to System Console for the details of the procedures
mentioned in this section.
1. Open a new browser window, and launch the URL:
http:// ECE_Web_Server / Context_Root . Log in as the
system administrator (user name and password that were configured during the installation of ECE). Go to
the System Console.
2. Browse to the Partitions >
Partition > Services > Email > Retriever node. Click the Retriever instance to
use in the partition, and select the email alias that you had created earlier in the Administration Console (see
page 63).
3. Restart the Retriever process and instance based on the notification message that appears. Browse to Shared
Resource > Services > Retriever, and stop and start the Retriever process for the system. Also ensure that
the start type for the service process is set to automatic.
4. Navigate back to the Partitions >
Partition > Services > Retriever node. Ensure that the start type for the
service instance is set to automatic. Stop and start the Retriever instance.
5. Browse to Shared Resource > Services > Workflow > Workflow Cache and verify that the Workflow
Cache process is running. If the process is in a stopped state, start the process by clicking the Run button.
Also ensure that the start type for the service process is set to automatic.
6. Browse to Partitions >
Partition > Services > Workflow > Workflow Cache and ensure that the start type
for the service instance is set to automatic. Start the Workflow Cache instance.