User Guide
38 Cisco Unified Web and E-Mail Interaction Manager System Console User’s Guide
Workflow services
Activity Pushback service: Auto Pushback service is a continuous service that pushes agents’ unpinned
activities, back into the queue after they have logged out. Those activities get reassigned to other users in the
queue.
Alarm service: The Alarm service processes Alarm workflows at specific time intervals. While processing
a workflow, it determines if any alarm conditions are met. It then performs the relevant actions including
sending out any configured notifications or alarms to the user.
Workflow Cache service: This service maintains and updates the Rules Cache, KB Cache, and Queue
Cache in the system. It generates a serialized file that is accessed by all rules engine instances before
executing rules.
Workflow Engine service: This service is the main Rules engine. It uses the cache from serialized files
produced by Rules Cache service, and applies rules on activities on the basis of workflows. This service
handles the General, Inbound, and Outbound workflows.
Service processes
Service processes work across more than one customer deployment, thus minimizing the system load. This uses
fewer resources on the server and maximizes the efficiency of the system. For example, one Dispatcher service
process could serve one or more deployments. Service Processes have to be started in order to enable the basic
functioning of the system.
Service instances
Service instances are derivatives of service processes. Configure service instances within each customer
deployment in the system, to accomplish specific functions. These instances are specific to a deployment and do
not work across more than one deployments.
Managing service processes
For each service, a service process is provided in the system. In addition to these you can create new service
processes.
Service Processes are not running all the time. You have to start any service process before you can use it on
your system.
Creating service processes
Before creating a service process, estimate your system requirements well and understand the number of
customer deployments you are serving. Depending on these, you can create the number and type of service
processes you require.