IPCC Server Services

Functional Description

© 2002, Cisco Systems, Inc. All rights reserved. 2

© 2002, Cisco Systems, Inc. All rights reserved. ICMSA 5.0—Lesson 2-3

CallRouterA LoggerA

IP

IP IP IP

PG1 PG2a PG3aACD1 ACD2

vru1

IXC Network NIC

CMS

AW2 PG2b PG3b

vru3

vru4vru2

1

2

3


CallRouterA LoggerA

IP

IP IP

PG1 PG2aACD1 ACD2

IXC Network NIC

CMS

AW2 PG2b PG3bPG3a

vru1IP

vru4vru2

vru3

4

5


CallRouterA LoggerA

IP

IP IP IP


vru1

IXC Network NIC

CMS

AW2 PG2b PG3b

vru3

vru4vru2

1

2 3 4

5

6

7

8

9

10

11


Prefix Process Name Description

Ccag CCAGENT Central Controller DMP Agent. Device Management

Protocol Agent that manages session layer

communications with ICR nodes.

Dbag DBAGENT Central Controller Database Agent. Communications

process that validates access to the central database.

Dbw DBWORKER Host Database Lookup. Process that queries external

databases and uses resulting data in call routing.

Mds MDSPROC Message Delivery Service. Process that provides

reliable message delivery between ICR processes.

Nm NODEMAN Node Manager. Process that manages, restarts, and

initializes processes on each ICR Node

Nmm NMM Node Manager Manager. Process that manages,

restarts, and initializes the Node Manager process on

each ICR Node.

Rtr ROUTER Call Router. Process that receives call routing requests,

determines call destinations, and collects information

about the entire system.

Mcia, mcib MCINIC MCI Network Interface Controller process. Interface

between the CallRouter and the MCI signaling

network. Others would be Sprint NIC; INAP NIC, etc.

CIC Netwrkcic Network ICR process that connects to Customer ICR

ICRPNIC process. Passes the route request to another

ICR system

AGI Appgw Application Gateway. Allows a routing script to pass

data to an external application and receive data in

return which can be used in routing decisions.

Rts RTSERVER Real Time Server. Process that takes real-time data

retrieved from PGs and forwards it to Admin

Workstations

Router Processes



Csfs CSFS Customer Service Forwarding Service. Handles

communications with various services like SNMP,

RAS, and Serial Event Feed.

Dtp DTP Customer Support Data Transfer Process (Dials The

Phone). Transfers events from the Logger to the

GeoTel Customer Support Center (CSC)

Lgr LOGGER Database Logger. Process that stores historical data and

information about the entire system in the central

database.

Nm NODEMAN Node Manager. Process that manages, restarts, and

initializes processes on each ICR node.



each ICR Node.

Rcv RECOVERY Central Database Recovery. Recovers central database

historical data.

SNMP SNMP The SNMP Extension Agent receives an event feed

from the CSFS process and communications with the

Windows NT SNMP Agent to generate SNMP traps

when certain alarmable events occur.

Logger Processes



Abs ABS Application Bridge Server. A server process that

operates between the PG and the Aspect CallCenter

ACD. The Application Bridge Server monitors

disconnect and transfer messages between the PG and

application running on the Aspect CallCenter

Application Bridge.

CGI CTIServer CTI Gateway Service. Optional component that allows

an external CTI application to communicate with a

Peripheral Gateway. Can be installed on the same

machine as the PG software or on a separate machine.

Mds MDSPROC Message Delivery Service. Process that provides

reliable message delivery between ICR processes.

Nm NODEMAN Node manager. Process that manages, restarts, and

initializes processes on each ICR node



each ICR Node.

Opc OPC Open Peripheral Controller. Interface between the PIM

and the CallRouter. Supplies the CallRouter with

uniform message sets from different PG types.

Pgag PGAGENT Peripheral Gateway DMP Agent. The Device

Management Protocol Agent that manages session

layer communications between the PG and the

CallRouter.

Pim1 Varies. ex: Aspect

EventLink PIM, is

seen as ASPEVPIM

Peripheral Interface Manager. The GeoTel proprietary

interface between a peripheral and the PG.

Pim2, Pim3,

Pim4

PG Processes



WebLink WebLink Enabled when WebView is enabled. In ICM 5.0

WebView will be installed for Reporting.

Nm NODEMAN Node manager. Process that manages, restarts, and

initializes processes on each ICR node.



each ICR Node.

Rtc RTCLIENT Real Time Client. Admin Workstation process that

receives real-time data from the Real-Time Distributor

Rtd RTDIST Real Time Distributor. Distributes real-time data to

Admin Workstations.

UAW UpdateAW UpdateAW. Monitors the CallRouter, looking for

configuration updates. If an AW sends up

configuration changes, all other AW’s note the

difference, and pull back the changes.

Lgr LOGGER Database Logger. Process that manages Real-Time and

Five-Minute data and information about the entire ICR

system. This process is similar to the Logger process on

the main loggers.

Replication Replication When AW is a Distributor and an HDS is installed this

process will be enabled to replicate the historicalData

from the Logger to the local HDS.

AW Processes


Node Manager

• Installed as a standard NT service



• One Node Manager per ICM Node (e.g. router, logger, PG,

CG, AW)

Node Manager




CG, AW)

• Starts processes as specified by its registry config

Node Manager




CG, AW)


• Each process has Node Manager registry key under

– software\geotel\icr\<cust>\<node>\NodeManager\CurrentVersion\Proce

sses

Node Manager




CG, AW)




sses

• Node Manager must be restarted to read changes to registry

Node Manager




CG, AW)




sses


• Monitors processes and restarts them if they fail or hang

Node Manager




CG, AW)




sses


• Monitors processes and restarts them if they fail or hang

• Can request system reboot if critical process fails (or fails

repeatedly)

Node Manager


Router Startup

• All processes start and wait for MDS to go “In Service”



• MDS initializes and goes “In Service”

Router Startup




• Router loads state from its peer if available. Otherwise

router requests config from logger

Router Startup






• ccagent accepts connections from DMP devices (PGS, AT&T

NICS and BTNUP NICS)

Router Startup








• Router responds to requests for configuration from PGS and

NICS

Router Startup








• Router responds to requests for configuration from PGS and

NICS

• rtsvr accepts connections from real time distributors

Router Startup


• Logger and Recovery processes start and connect to

database.

Logger Startup



database.

• Logger connects to MDS on same side router and waits for

MDS to go “In Service.

Logger Startup



database.



• Recovery attempts to connect to its peer and sync up

historical data.

Logger Startup



database.



• Recovery attempts to connect to its peer and sync up

historical data.

• When logger sees MDS go in service it loads its state from

its peer if available. Otherwise it waits for instructions from

the router.

Logger Startup


MDSEnabled Synchronizer

Router Logger

RCVDBA

NICRTS SQL

CCAG

NMM

NM

1

2

NMM

NM

3

4

5

6

7

In

Service

Private Network

Visible / Public Network



Router Logger

RCVDBA

NICRTS SQL

CCAG

8

9

Private Network




Router Logger

RCVDBA

NICRTS SQL

CCAG

10

Private Network




Router Logger

RCVDBA

NICRTS SQL

CCAG

11

Private Network




Router Logger

RCVDBA

NICRTS SQL

CCAG

1

2

3

5

4

Private Network




Router Logger

RCVDBA

NICRTS SQL

CCAG

6

Private Network



IP Network Configuration for ICM

• Each synchronized ICM System (CC or PG) uses two

independent data networks:




– Private Network carries synchronization traffic

• Can be a WAN or Ethernet





– Private Network carries synchronization traffic


– Visible Network carries traffic between each side of the

synchronized system and foreign systems




CallRouterB LoggerBCallRouterA LoggerA

IP IP

IP IP

IP IP IP


vru1

IXC Network

NICNIC

AW1

CMS

AW2 PG2b PG3b

vru3

vru4vru2


Goals of ICM Fault Tolerance

• Minimize time periods during which system is

unresponsive to call routing requests.

• Eliminate single points of failures that could cause the

system to stop.

• Provide disaster protection by allowing the system

components to be geographically separated.


Overview of ICM Fault Tolerance

• All critical parts of the system can be physically

duplicated.

• Communication paths between critical

components can also be duplicated.

– Critical Components

• Central Controller (Router & Logger

• PGs

• NIC’s

• Provide disaster protection by allowing the system

components to be geographically separated.


ICM Approaches to Fault Tolerance

• ICM uses multiple approaches to Fault Tolerance

– ICM is “Self-Healing”

– Node Manager

– Hot Standby

– Synchronized Execution


• Node Manager (nm)

– “First Line of Defense”

– Each Component in the ICM includes a Node Manager process.

• As shown earlier it is in Charge of starting other ICM Processes

• If a process fails, NM will restart it.

• NM can reboot an ICM node in the event of a critical failure.

• NM Properties are established in ICM Setup.

• NM process is managed by the NMM process, Node Manager

Manager.



Hot Standby

• One set of processes is called the Primary or Active

– Active node or process does ALL the work

• One set of processes is called the Backup or

Standby

– Standby node or process watches and waits for the active

process to fail

• PGs and NICs primarily use Hot Standby Fault Tolerance

• PGs also use Synchronized Execution for certain processes.



ICM Fault Tolerance Basics

• Synchronized Processes

1. Synchronized process pairs base ALL action on message input




2. All inputs (messages) received in same order by both

processes





2. All inputs (messages) received in same order by both processes

3. Both processes compute same internal state and same outputs






processes


4. Main examples are Router, Logger, OPC






processes



5. When a duplexed synchronized process starts up it attempts to

receive state from its partner. If it can’t receive state, then it

attempts to initialize in simplexed mode.








5. When a duplexed synchronized process starts up it attempts to

receive state from its partner. If it can’t receive state, then it

attempts to initialize in simplexed mode.

6. When a synchronized process receives a request to transfer its

state to its peer it takes a snapshot of its entire synchronized

state. While it is taking the snapshot, new messages are queued.

When it has finished taking the snapshot, it resumes processing

messages while the state data is transferred in the background.








5. When a duplexed synchronized process starts up it attempts to receive state from its partner. If it can’t receive state, then it attempts to initialize in simplexed mode.

6. When a synchronized process receives a request to transfer its state to its peer it takes a snapshot of its entire synchronized state. While it is taking the snapshot, new messages are queued. When it has finished taking the snapshot, it resumes processing messages while the state data is transferred in the background.

7. While a synchronized process is in the processing of receiving state from its peer, new messages are queued. After the process has received and processed the entire state, it resumes processing messages.



• MDS (Message Delivery Service)

– Provides message delivery between “local” processes





– Handles splitting and synchronization of messages






– Handles duplicate output messages (with agent processes)







– All messages sent from one “local” process to another go

through MDS








through MDS

– One MDS process is enabled the other is disabled








through MDS

– One MDS process is enabled the other is disabled

– MDS processes are said to operate in “paired” or “isolated”

mode




Router Logger

RCVDBA

NICRTS SQL

CCAG

MDSDisabled Synchronizer

Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

Running

Alone



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

I’m duplexed.

Is my partner

still alive?



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

Yes.

I’m Enabled



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

Request State

Transfer



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

(Build State)

Here’s the

State!



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

Is my Config

up-to-date?



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

Yes or No.

If no, here is

the updated

info.



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

Am I missing

any historical

data?



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP

Yes.

Here it is...



Router Logger

RCVDBA

NICRTS SQL

CCAG


Router Logger

RCVDBA

NICRTS SQL

CCAG

Synchronized

Zone

IP IP

AW

PG1 PG2 PG3

IP IP


PG Startup

• All processes start and wait for MDS to go “In

Service”



Service”


PG Startup



Service”


• OPC loads state from its peer if available. Otherwise

OPC sends initialize request to one pgagent

PG Startup




• OPC loads state from its peer if available. Otherwise OPC sends initialize request to one pgagent

• pgagent attempts to establish an active path to one side of the central controller (and an idle path to the other side).

PG Startup




• OPC loads state from its peer if available. Otherwise OPC sends initialize request to one pgagent

• pgagent attempts to establish an active path to one side of the central controller (and an idle path to the other side).

• Once active path to central controller is established, OPC sends request to the router asking to be told its configuration information.

PG Startup




• OPC loads state from its peer if available. Otherwise OPC sends

initialize request to one pgagent

• pgagent attempts to establish an active path to one side of the

central controller (and an idle path to the other side).

• Once active path to central controller is established, OPC sends

request to the router asking to be told its configuration

information.

• Once OPC successfully receives its config from the router it

attempts to activate the configured PIMS. This causes the PIMS to

connect to the ACDs. If this is successful the PG reports

“Peripheral Online” to the router.

PG Startup


PIM1 PGAGPIM2


OPC

IP Router

ACD2ACD1

PGnANMM

NM

12 In Service

3

4

5

6


PIM1 PGAGPIM2


OPC

IP Router

ACD2ACD1

PGnA

7

8

8


PIM1 PGAGPIM2


OPC

IP Router

ACD2ACD1

PGnA


IP Router

ACD2ACD1

Idle

PIM1

Idle

PGAG

Active

PIM2


OPC

PGnA

Active

PIM1

Active

PGAG

Idle

PIM2


OPC

PGnB

Idle Data Connection

to Side A CallRouter. PGAG

sends and receives

heartbeats

and acknowledgments.

Active Data connection to

Side B CallRouter. PGAG sends

and receives Data & Heartbeats.

Synchronized

Zone


IP Router

ACD2ACD1

Idle

PIM1

Idle

PGAG

Active

PIM2


OPC

PGnA

Active

PIM1

Active

PGAG

Idle

PIM2


OPC

PGnB



sends and receives

heartbeats





Synchronized

Zone

Are you

there?


IP Router

ACD2ACD1

Idle

PIM1

Idle

PGAG

Active

PIM2


OPC

PGnA

Active

PIM1

Active

PGAG

Idle

PIM2


OPC

PGnB



sends and receives

heartbeats





Synchronized

Zone

State

Transfer


IP Router

ACD2ACD1

Idle

PIM1

Idle

PGAG

Active

PIM2


OPC

PGnA

Active

PIM1

Active

PGAG

Idle

PIM2


OPC

PGnB



sends and receives

heartbeats





Synchronized

Zone


IP Router

ACD1

Idle

PIM1

Idle

PGAG

Active

PIM2


OPC

PGnA

Active

PIM1

Active

PGAG

Idle

PIM2


OPC

PGnB



sends and receives

heartbeats


ACD2




Synchronized

Zone


AW Startup

• Real Time Client (rtc) connects to its distributor and sends a

registration request.




• Real Time Distributor (rtd) receives connect request from

client and attempts to connect to preferred Real Time Server

(rts).

AW Startup




• Real Time Distributor (rtd) receives connect request from

client and attempts to connect to preferred Real Time Server

(rts).

• Real Time Server receives connect request from distributor

and forwards the initial state of all real time tables (base

records).

AW Startup


• Real Time Client (rtc) connects to its distributor and sends a registration request.

• Real Time Distributor (rtd) receives connect request from client and attempts to connect to preferred Real Time Server (rts).

• Real Time Server receives connect request from distributor and forwards the initial state of all real time tables (base records).

• UpdateAW service waits for real time feed to become active and then brings local config DB up to date according to config sequence number.

AW Startup


RTDistributor

RTClient

Logger

Replication

UpdateAW

cust_awdb

cust_hds

Admin

Workstation

ProcessesReal-Time Data from

CallRouter’s RTS process

Historical Data from

Central Controller Logger

NMM

NM1

2

3


RTDistributor

RTClient

Logger

Replication

UpdateAW

cust_awdb

cust_hds

Admin

Workstation

ProcessesReal-Time Data from

CallRouter’s RTS process

Historical Data from

Central Controller Logger

4

5


Logger Call Router Dist AW

Just showing Processes involved in Configuration change

(Intra-process communication on the Router and Logger flow thru MDS)

Logger

CC DB

4

Router

RTServer

3

5

Configure ICM

(on an AW)

1

DBAgent

2 6

7

8

RTDist

RTClient

UpdateAW

Logger AWDB

9

10

11

13

14

15

AWRTClientupcc.dll

12

12


Central Controller Failure Scenarios


Quiz


Quiz

a) Network Interface Card

b) Network Intermediary Connector

c) Network Interface Controller

d) Non-Interruptible Computer

1In the context of ICM,

what is a NIC?


a) To store Configuration Information and

Historical Data

b) To cut down trees in the forest

c) To connect Peripheral devices to the Call

Router

d) To respond to route requests from a carrier network

2

Quiz

What is the primary function

of the Logger?


a) Modem, Scanner, or Printer

b) Automatic Call Distributor or Voice

Response Unit

c) Admin Workstations

d) AT&T, MCI, or Sprint NICs

3What are examples of

Peripheral Devices?

Quiz


a) Dialed Number, Calling Line ID, and Caller

Entered Digits

b) Dialed Number, Caller Entered Digits, and

Peripheral Gateway Number

c) Dialed Number, ACD, and Calling Line ID

d) Calling Line ID, ANI, and Dialed Number

4What three things comprise

a route request?

Quiz


a) MIS Link

b) CTI Link

c) TCP/IP Link

d) A and B

5PGs connect to ACDs over

the following logical

connections?

Quiz


a) Cross Links

b) A-Links

c) Missing Links

d) Cuff Links

6The AT&T NIC connects to

the AT&T Network via:

Quiz


a) Motor Oil Weight

b) Wire Gauge

c) Administrative Workstation

d) Admin Widget

7AW is an acronym for:

Quiz


a) Synchronization and State Transfer of

Central Controller data

b) Passing Private messages

c) Connecting to Peripherals

d) Connecting to Admin Workstations

8The Private Network is used

for:

Quiz


a) Storage of Historical Data

b) Storage of Real-time data

c) Storage of Configuration data

d) A & B

e) B & C

9The AWDB is used for:

Quiz


a) Synchronized Execution

b) Duplicate Data Paths

c) Hot Standby

d) Node Manager

e) All of the above

10The ICM uses what approach

to fault tolerance:

Quiz


a) Monitor Distribution Service

b) Message Delivery Service

c) Magical Data Synchronizer

d) Mail Delivery System

11MDS is an acronym for:

Quiz


a) Node Manager will attempt to restart it.

b) The process is restarted by the INIT

kernel

c) It remains stopped

d) The PC reboots

12What happens if an individual

process fails?

Quiz


a) Duplicate active processes receive

identical input messages, and produce

identical output

b) There is one active process, and one or

more idle backups

c) Two systems each do half the work

13Which of the following best

describes "synchronized

execution?"

Quiz


a) Duplicate active processes receive identical input messages, and produce

identical output

b) Two systems each do half the work

c) Two electric chairs

d) There is one active process, and one or more idle backups

14Which of the following best describes

the Hot Standby approach to fault

tolerance?

Quiz


a) To eliminate 007 and take over the world

b) To maintain session layer connectivity

with PGs and NICs.

c) To store and forward real-time data to

AWs

d) To enforce all the laws that haven't been passed yet

15What is the responsibility of the Central

Controller Agent (CCAgent)?

Quiz


a) Create, Modify, and Edit configuration

information

b) Create, Modify, Edit, Schedule, and

Monitor Routing Scripts

c) Create, Edit, and Monitor Reports

d) All of the above

16What are the functions of the

Admin Workstation?

Quiz


a) Personal Information Manager

b) Peripheral Intermediary Module

c) Peripheral Interface Manager

d) PC Interface Monitor

17What is PIM an acronym for?

Quiz


18

T.

F.

It is possible to run ICM on

Windows 95/98? T/F.

Quiz

IPCC Server Services

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