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. 

You cannot directly alter data in the central database. Instead, you work with a copy of the configuration and script data that resides in the local database of an Administration & Data Server. When you make changes to this data, for example, by using the Unified CCE Configuration Manager or Script Editor tools, the changes are applied to the Central Controller database and then to the local database on the AW.

Additionally, the Distributor AW’s local database stores real-time performance statistics for reporting purposes. For example, it stores data such as the current Average Delay in Queue, Longest Call in Queue, and the number of Available Agents for each service. This information updates approximately every ten seconds. ICM software also stores historical performance data in the Central Controller database and in a separate Historical Data Server (HDS) database on the Distributor AW.

Well, now let's see the processes of the ICM AW server: 

- Configuration Logger (configlogger) - stores configuration data in the Administration & Data Server database.

- Real-Time Distributor (rtdist) - manages inbound real-time data from the real time server on the Router and distributes it to real-time clients.

- Real-Time Client (rtclient) - receives a real-time data feed (from a real-time distributor) and updates the local database.

- Replication (replication) - manages replicated historical data received from the Logger (HDS only) and inserts historical data in the HDS database. In addition, it is responsible for historical data purges in the HDS database based upon configured retention parameters.

- Update Admin Workstation (updateaw) - is responsible for obtaining updated configuration information from the logger and passing it to the configlogger for entry into the AW database. It updates the local configuration database with configuration data from the central controller.

- Internet Script Editor Manager (iseman) - manages the Internet Script Editor connections to the Administration & Data Server.

Now you have all the information about the most significant processes in your ICM servers and can understand a behavior of your system much better.