Maintenance Manual

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Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
Chapter 2 Fault Tolerance
Real-Time Distributors
the same time. For example, in Figure 2-7 PIMs 1 and 2 are active on Side A;
PIM 3 is active on Side B. The duplexed OPCs communicate with each other
through the MDS to ensure that a PIM is active only on one side at a time.
The duplexed PG architecture protects against a failure on one side of the PG. For
example, if an adapter card controlling access to an ACD fails, a hot standby PIM
can use the alternate PIM activation path. As shown in Figure 2-7, PIM3 has been
activated from Side B of the PG. This might be in response to an adapter failure
between the Side A PIM3 and ACD3. In this type of failure scenario, the PG is
able to maintain communication with the attached ACD.
Only one PG Agent actively communicates with a side of the Central Controller.
When messages arrive at the Central Controller, they are delivered to both sides
by the Central Controller Synchronizer process. The PG maintains idle
communication paths to both sides of the Central Controller in case a switch-over
to the other side of the Central Controller or PG is necessary.
Real-Time Distributors
To allow users to monitor current call center activity, ICM software must send
up-to-date data to the Distributor Admin Workstation in a reliable and timely
manner. The real-time data arrives at the Central Controller from the Peripheral
Gateways, which are monitoring activity at each call center. The CallRouter acts
as the real-time server. The CallRouter for the other side of the Central Controller
is the back-up real-time server.
Admin Workstations can be located with one or both sides of the Central
Controller, at a call center, or at another site. Any site that contains AWs is
referred to as an admin site.
The CallRouter is responsible for providing real-time data to a Distributor AW at
each admin site. Each site has at least one, and usually two, Distributor AWs that
serve as real-time data distributors for the site. The primary Distributor AW
maintains an active connection to the real-time server through which it receives
real-time data.
Client AWs at the site receive their real-time data through a connection to a
Distributor AW. These AWs are called Client AWs because they do not have the
local database and distributor processes required to receive real-time data directly
from the Central Controller real-time server.