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. 

The Call Router or is the heart of the Intelligent Contact Manager. It provides the central intelligence for call routing. This is where you translate your business rules into call routing decisions. The Call Router receives and responds to routing requests from the routing clients (typically from peripheral gateways), collects call center event activity from the Peripheral Gateways, and provides real-time data to Administration & Data Servers.

The processes of the ICM Call Router are:

- Router (router or rtr) - The Routing “engine” is used by ICM to process route requests as well as collect information from the entire ICM system. Collected information is used by the Router to create and maintain real-time data in memory, which, in turn, is used for processing route requests.

- Message Delivery Service (mdsproc) - MDS is used to provide message delivery between processes that reside within a node. In the case of a duplex node, MDS extends between the nodes for purposes of synchronization and fault tolerance. Exception: The Logger uses the same side router MDS for message delivery.

- Central Controller Agent (ccagent) - The CCAgent process is used to communicate with foreign devices (peripheral gateways) over the visible network. Based on the number of peripheral gateways configured during setup, CCAgent reports how many of the configured peripheral gateways are “in service.”

- Real-Time Server (rtsvr) - Forwards real-time data to Administration & Data Servers.

- Database Agent (dbagent) - Manages connections and transactions (configuration updates) from configuration tools.

- Database Worker (dbworker) - Connects to an external database used to make routing decisions. Database routing must be selected when configuring the Router during setup.

- Application Gateway (AppGW) - Allows a routing script to pass data to an external application and receive data in return that can be used in routing decisions. Application Gateway must be selected when configuring the Router during setup.

To be continued...