CCEIT 500-444 Book

• Option A is correct because if one side of the ICM Logger fails, the other side can still receive historical data from both sides of the ICM Router. However, the failed side will not be able to receive any data until it is restored1.
• Option B is correct because the Peripheral Gateways (PGs) are connected to both sides of the ICM Router through the private LAN and the visible network. If the private LAN fails, the PGs can use the visible network to communicate with the active ICM Router and determine which side is the master2.
• Option D is correct because the ICM Router uses heartbeats to monitor the status of its duplex pair. If one side does not receive a heartbeat from the other side within a specified time interval, it assumes that the other side has failed and initiates a failover process3.
• Option C is incorrect because if one side of the ICM Logger fails, the impact of call processing is not limited to the corresponding side of the ICM Router. The ICM Router can still process calls using the data from the surviving ICM Logger side1.
• Option E is incorrect because there is some impact on call processing during an ICM Logger failure. For example, some historical reports may not be available, some configuration changes may not be replicated, and some call data may be lost4.
• Option F is incorrect because during an ICM Router failover, calls in progress in Cisco Unified Customer Voice Portal (CVP) are not disconnected. The CVP uses the Survivable Remote Site Telephony (SRST) feature to maintain the calls until the failover is completed5.

References:

• 1: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-4
• 2: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-6
• 3: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-8
• 4: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-10
• 5: Troubleshooting Cisco Contact Center Enterprise (CCET), page 2-12

The Single Pane of Glass (SPOG) is the web-based administrative interface that should be deployed to provide a unified and simplified view of the Unified CCE system, even though Unified CCE provides Configuration Manager as the legacy User Interface for administrators1. The SPOG is also known as the CCE Web Administration or the Unified CCE Administration console, and it allows administrators to configure and manage various Unified CCE features and settings, such as agents, attributes, precision queues, bucket intervals, media routing domains, license, bulk jobs, deployment type, system information, single sign-on, context service, and contact center AI23.

The other options are incorrect because:

• A: WebSetup is not a web-based administrative interface, but rather a tool that is used to install and configure the web setup components, such as the web setup database, the web setup service, and the web setup client, on the Unified CCE servers. WebSetup is used to perform initial configuration tasks, such as setting the deployment type, the instance name, the security mode, the license server, and the LDAP directory4.
• B: Contact Centre Management Portal (CCMP) is not a web-based administrative interface for Unified CCE, but rather a separate product that provides a web-based interface for managing Cisco Unified Contact Center Express (UCCX) and Cisco Unified IP Interactive Voice Response (IP IVR) systems. CCMP allows administrators to perform tasks such as creating and modifying scripts, applications, triggers, teams, skills, and CSQs, as well as monitoring and reporting on the system performance and agent activity5.
• C: LDAP Plugin is not a web-based administrative interface, but rather a component that enables Unified CCE to integrate with an external LDAP directory, such as Microsoft Active Directory, for user authentication and authorization. LDAP Plugin allows Unified CCE to synchronize user data from the LDAP directory and assign roles and permissions to the users based on their LDAP group membership2.

References:

1: UCCE 10.5 Web Admin Interface - Cisco Community 2: Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6 (1) - Web Based CCE Administration [Cisco Unified Contact Center Enterprise] - Cisco 4: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco 5: [Cisco Unified Contact Center Management Portal Data Sheet - Cisco] 3: Web Based CCE Administration - Cisco 6: Web Setup Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Web Setup Overview [Cisco Unified Contact Center Enterprise] - Cisco : Cisco Unified Contact Center Management Portal Data Sheet - Cisco

A PCCE initialization under Unified CCE PG performs the following two tasks among others:

• Creates the CUCM Peripheral Gateway (PG) with the CUCM PIM. A CUCM PG is a component that communicates with the Cisco Unified Communications Manager (CUCM) to control and monitor agent phones and route calls. A CUCM PIM is a process that runs on the CUCM PG and acts as an interface between the CUCM and the CTI Server. The PCCE initialization creates the CUCM PG with the CUCM PIM and configures the required settings, such as the JTAPI username and password, the CUCM cluster ID, and the PG ID12.
• Downloads JTAPI from the Unified Communications Manager and installs it on the Unified CCE PG. JTAPI is a Java API that enables computer telephony integration (CTI) applications to interact with the CUCM. The PCCE initialization downloads the JTAPI client from the CUCM publisher and installs it on the Unified CCE PG. This allows the CUCM PIM to use JTAPI to control and monitor agent phones and route calls13.

References:

• Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0 (1) - Initialize the Packaged CCE 2000 Agents Deployment Type1
• Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure PCCE Local Authorization2

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0 (1) - Configure Cisco Unified Contact Center Enterprise PG