CVP Scripting Part 1 (CVPS1) Course at Knowledge Club Slovakia

Many people, who work with Cisco UCCE/PCCE, ask me questions about developing IVR applications for  CVP VXML Server. These are so called Call Studio (or just Studio) Applications. In order to provide all the answers, several years ago I created my own developed CVP Scripting Part 1 (CVPS1) course. The course was presented by Knowledge Club Slovakia for CVP Admins in order to provide the additional information about developing VXML Call Studio projects. We will be happy to assist you, for your corporate customers or individuals who are interested in all CCE Solutions. And today I'm going to share some information about this training to you.

UCCE/PCCE ICM Components Processes - Administration Server (AW)

Our tour into ICM processes would be incomplete, if we, of course, don't mention some words about the ICM Administration Server and Data Server (AW). Earlier we discussed Router, Logger and PG processes. The AW Server is the main interface used for ICM configuration, providing the ability for configuration changes as well as real-time reporting. A database resides on the Administration and Data Server, which contains a copy of the configuration information contained in the Logger. 

UCCE/PCCE ICM Components Processes - Peripheral Gateway (PG)

The next part of our UCCE/PCCE story is about the ICM Peripheral Gateways or PGs (click ICM Router Processes or ICM Logger Processes to find appropriate information). ICM PGs provide the data interfaces between the ICM Central Controller and foreign devices (peripherals), such as an ACD (CUCM), IVR system (CVP), or any other device that distributes contacts such as calls, email, or web.

UCCE/PCCE ICM Components Processes - Logger

Let's continue our conversation about the ICM components processes (the beginning is here) and now it's time to discuss the second component of the ICM Central Controller - Logger. It goes hand in hand with the Router, and it is also called the database server. The Loggers are also always duplexed and are associated with a Call router. Therefore, we have Router A and Logger A, Router B and Logger B, and so on. These database servers are our SQL database servers providing storage for configuration and real-time information.

UCCE/PCCE ICM Components Processes - Call Router

Hi all, 

When you troubleshoot issues in Cisco Unified Contact Center Enterprise, you will definitely have some problems related to its brain - the ICM. Of course, in order to find out where the problem is in your ICM, you have to collect logs and analyze it. However, the ICM components have their own internal processes. To know which log to collect, you have to understand the roles of the processes on every ICM components. These skills will greatly enhance your understanding of the Cisco Unified CCE solution and will aid in troubleshooting simple problems. We will start from the main component of course - and it is the ICM Call Router.