User Guide

About services, service processes, and service instances 37
Content index services
 Attachment service: This service facilitates searches on different text based attachments. It filters such
attachments and stores the text content in a full text-enabled database column. It then indexes the text
content periodically. Any search on an attachment is carried out on this index thus enabling faster results.
External agent assignment services
 EAAS: The external agent assignment service (EAAS) routes email activities requests to Unified CCE.
EAAS sends a request to Unified CCE for every activity that arrives into an external assignment queue, for
the identification of an agent who is available to handle the given activity.
Email services
 Dispatcher service: This service turns the messages that agents write, into emails and sends them out of
your Mail system. The dispatcher service acts as a client that communicates with SMTP or ESMTP servers.
 Retriever service: This service is a POP3 or IMAP client that fetches incoming emails from servers. It then
turns them into messages that agents can view in their mailbox.
General services
 Scheduler service: This service schedules the messaging and reminder system.
Knowledge Base (KB) services
 Article Rating service: This service assigns an average rating to each of the articles present in the
Knowledge Base. An article's average rating is computed based on its rating given explicitly by the users
and the number of times the article was used. The average rating is used for selecting specific articles to be
displayed in Most Popular Articles folder in KB Console.
 KB Import service: This service imports folders and articles from external file system to the knowledge
base. The service imports folders and articles only from the external content folders specified in the
knowledge base. The files are imported as knowledge base articles (either as internal or external
attachments) and directories as folders. If any file is updated on the external file system, since the last run of
service, the service also updates those files in knowledge base.
Listener services
 Listener service: This service maintains a reliable channel for communication with the Agent Peripheral
Gateway (PG)/ARM interface of Unified CCE. Each instance of this service is dedicated to communicating
with an Agent PG, and reports the current state of integrated agents and tasks to the Agent PG to which the
agent belongs.