1. EIM/WIM Architecture & Design
Goran Selthofer
Cisco TAC

2. Agenda Deployment Overview Email & Chat Task Routing Media Blender
Virtualization
Components & Services
& Chat Task Routing
Standalone
Integration with CCE
Exception Queue
Media Blender
Callback
Sizing & Best Practices
Preferred “Sticky” Agent
Understanding Handle Time  Moved to Appendix
What’s New in 9.0(2)

3. Deployment Overview
Module intended to give a high level overview

4. Platform Bare-metal deployments still supported, but not recommended
SRND ONLY for bare-metal server hardware requirements
Virtualized Hardware
Virtualized deployments always follow the DocWiki’s hardware requirements:
UCS Tested Reference Configuration (TRC)
Specs-based 3rd party on Intel Xeon
Virtualized Deployments
VMware ESXi 5.0 Hypervisor
Pre-sized OVA templates for all size deployments, small to large
(including_OVA/OVF_Templates)#Cisco_Unified_ _Interaction_Manager_ and_Web_Interaction_Manager
Explain what an OVA is
VMware ESXi

5. Example OVA Template Sets
Application, OVA Capacity and Notes+Download Link
Contents
No of VM's to deploy of each component
vCPU
vDisk
vRAM/Memory
EIMWEIMWIM_Template_4_v9.0.ova
Deployed Template Name:
CUEIM-WIM_CIM9_4
Deployment Option:
200 agents - Chat only  or 200 agents - and Chat
All components except web 
Web Server 1 8
1 x 80GB
16 GB 
1 GB
EIMWIM_Template_5_v9.0.ova
CUEIM-WIM_CIM9_5
250 Agents - and Chat or 120 Agents - BC and CallBack
EIMWIM_Template_9_v9.0.ova
CUEIM-WIM_CIM9_9
1250 Agents - and Chat or 600 Agents - BC and CallBack
File Server 1 2
1 x 80GB
2 GB
Messaging Server
Application Server
Web Server
1 GB
Services Server
4 GB
Database Server
1 x 80 GB for OS and 1 x 150 GB for DB
Here are a few of the EIM/WIM OVA Template options. As of the 9.0(1) release there are 9 options, ranging from single-server to full distributed deployment.
Let’s focus on the basic Distributed model first. Note that the only difference between this model and the 9th model is the number of web servers and application servers. These two components are key in scaling for additional agents.
"Let's deploy Template 5!" We will use this for the rest of this session
1:1 App:Web
File Server 1 2
1 x 80GB
2 GB
Messaging Server
Application Server 5
Web Server
1 GB
Services Server
8 GB
Database Server 8
1 x 80 GB for OS and 1 x 438 GB for DB
16 GB

6. Standardization in 9.0(2)
Reduced the overall number of supported configurations in SRND
Less confusion in the field
Less .OVA templates to consider
Addressed gaps with port requirements for EIM WIM components
Supported Configurations:
< = 200 standardized agents
Use LITE Configuration
> 200 and < = 250 standardized agents
Use 1 Web/App Fully Distributed Configuration
> 250 and <= 1250 standardized agents
CPU and RAM will remain the same as that for the 1250 configuration
Only # of Web/App Server will vary for every 250 increment (e.g., 500 = 2, 750 = 3, 1000 = 4, 1250 = 5)

7. Q1. True or False?
The Cisco DocWiki provides solution reference network design and sizing requirements for EIM/WIM in a virtualized environment.
TRUE
The traditional PDF-based SRND is to be used for bare-metal deployments only.

8. EIM/WIM Distributed Deployment
Windows
Messaging Server
Windows
Services Server
Windows
Application Server
Windows
Web Server
Windows
File Server
The heart of the EIM/WIM deployment is the Database Server. As of 9.0, attachments are stored in the database. Prior to 9.0, they were stored on the File Server. EIM/WIM is a very database-intensive application, so database server health is crucial.
Then comes the file server, where application files are stored. Prior to 9.0, all server logs were homed to this server. In 9.0, they are now kept local to each server.
The Services Server is where all of the EIM/WIM process run. We’ll get into those more in the next section.
The Application servers handle the Java sessions for both agents and customer chats.
If you have multiple Application Servers, the Messaging Server keeps them all in sync with each other.
The Web Server is the entry point for agents and customer chats. It is essentially a passthrough to the Application Server.
And finally, this will be our agent today. Look how happy he is!
Each of these components talks to each other
And they all talk to the Application Server
Windows
Database Server

9. EIM/WIM Component Overview
Server
Purpose
Operating System
Components
Scaling
Database Server
Stores EIM/WIM Configuration, Reporting, System Data, Attachments
Microsoft Windows 2008 R2, 64 bit, Enterprise or Standard
Microsoft SQL Server 2008 R2, 64 bit, Enterprise or Standard;
Microsoft SQL Server Clustering Supported
File Server
Stores Web, Configuration, Data Files
Standard UNC File Share
1 in Deployment
Services Server
Runs all ‘Services’, each with one to many ‘Instances’
Microsoft SQL Server JDBC Driver v3.0; JDK 1.7 (Update 2+)
Application Server
JSP/Servlet Engine & Enterprise JavaBean Container; Core Business Logic
Microsoft SQL Server JDBC Driver v3.0; JBoss 7.1.2; JDK 1.7 (Update 2+)
Up to 5 Web/Application Server Pairs
All Servers
-CSA Policy 4.0(4)-W
-Anti-virus: McAfee VirusScan Ent. V 8.7 OR Symantec AntiVirus Corporate Edition 10.1
Database Server
-MSSQL Enterprise – creates separate reporting db
-Four Databases
--eGMasterDB – System Level Information
--eGActiveDB – Business Level Information (Partition DB)
--eGArchiveDB – Archived Information
--eGReportsDB* – Reporting Information
Application Server
-Business logic in JAVA classes
-JSP/servlets interacte with business objects through business client layer
-these objects interact with db to represent applicable business logic
-All external user load applied to application servers
Services Server
-if scaling needed, must scale vertically – more ram, more cpu’s, etc.
-‘Services’ java.exe or javaw.exe processes
-‘Services’ managed by Distributed Service Manager (DSM) -> like the UCCE Node Manager
- Each ‘Service’ contains multiple ‘instances’, used for increased processing power
- High Availability achieved through VMware HA

10. EIM/WIM Component Overview
Server
Purpose
Operating System
Components
Scaling
Messaging Server
Manages Asynchronous Communication between Server Side Components and the User (Agent/Customer) Interface
Microsoft Windows 2008 R2, 64 bit, Enterprise or Standard
JBoss 7.1.2; JDK 1.7 (Update 2+)
1 in Deployment
Web Server
Serves Static Content to Web Browsers
Microsoft IIS 7.5
Up to 5 Web/Application Server Pairs
User Desktop
Allows Access to Agent, Supervisor, Administrator, or System Consoles
Microsoft Windows XP (SP3+); Microsoft Windows Vista (SP2+); Microsoft Windows 7
Internet Explorer 7.0 or 8.0 or 9.0, Java JRE 1.6u30+ or 1.7 with “Allow insecure versions” option
1 per Agent
All Servers
-CSA Policy 4.0(4)-W
-Anti-virus: McAfee VirusScan Ent. V 8.7 OR Symantec AntiVirus Corporate Edition 10.1
Messaging Server
-Application servers communicate w/ the messaging server for system transactions
-Java messaging clients use publisher/subscriber model to interact with each other
-messaging server controls these interactions
Web Server
-Use a load balancer to distribute load evenly across multiple web servers
User Desktop
-IE 9.0 supported in EIM/WIM v9

11. Services

12. Java and JBoss
EIM/WIM uses an open-source Application server and servlet engine
requires Development Kit
EIM/WIM Services also require Development Kit

13. Service & Process Matrix
Server
Cisco Service
JBoss
JDK
Java Processes
Web Server No
n/a
Application Server
Yes
1 Java.exe
Services Server
> 4 Java.exe* > 12 Javaw.exe*
Messaging Server
Database Server
File Server
Varies depending on number of EIM/WIM services enabled
* Number of java.exe and javaw.exe depends on EIM/WIM ‘Services’ being run..
-Combining Server types may alter the number of Java.exe processes, i.e. an App/Msg combo would have 1 Java.exe, larger memory footprint
An EIM/WIM Service is called a process in the system Admin UI.
Each process maps to a Java.exe or Javaw.exe process on the Services server.

14. Key Components – Standalone Task Routing
IIS Web Server – Access point for agents, administrators, and chat customers
Serves sessions to JBoss Application Server (“passthrough”)
Corporate mail server
Exchange, Lotus, etc. NOT EIM!
Retriever – “Retrieves” incoming s from corporate mail server
POP3 or IMAP protocols
Dispatcher – “Dispatches” outgoing s to corporate mail server
SMTP or ESMTP protocols
Workflow (Rules-Engine) – Processes incoming s and routes to queues
Agent Assignment – Assigns CHAT activities in queue to available agents
An external corporate mail server is required (yes some customers use GMail). EIM is not its own server!
Workflow is essentially an EIM Routing Script

15. Standalone Task Routing – Agent Login
Windows
Messaging Server
Windows
Services Server
Windows
Application Server
Windows
Web Server
Windows
File Server
Agent logs in through IIS to the default partition
Authentication occurs against the EIM/WIM Database
Windows
Database Server

16. Standalone Task Routing – Email
Windows
Messaging Server
Retrieved from IMAP/POP3
Case created in DB: [#12345]
Inbound Workflow applied
Routed to Queue
Assigned to Agent
Windows
Services Server
RX / DX
Windows
Application Server
Windows
Web Server
Windows
File Server
Retriever, Workflow, and Agent Assignment processes run on Services Server
Windows
Database Server

17. Standalone Task Routing – Chat
Entry Point – Interface used by customers to enter chat queue
Fields can be customized and used in routing variables
address collected by default for post-chat transcript
Web Server must reside in DMZ for customer access
Agent sessions can share the same Web Server
This is also done when agents will access over the internet (i.e. outsourcer)
Typically deployed on a dedicated server, i.e. UCS C220M3 or old MCS
Alternatively, can deploy a second Web/App Server pair within the corporate firewall
Windows
Web Server

18. Standalone Task Routing – Chat
Windows
Messaging Server
Windows
Services Server
RX / DX
Internet Agent Connections
Windows
Application Server
Windows
Web Server
Windows
File Server
Customers must access a Web Server for chat entry points, so typically this is placed on a dedicated host in the DMZ.
Agents can still share this same webserver, particularly if they are from an outsourcer and access over the internet.
Alternatively, many customers deploy a parallel pair of web/app servers behind the firewall that agents use
Note that there is no workflow for chat activities!
Local Agent Connections
Windows
Application Server
Windows
Web Server
Windows
Database Server

19. Standalone Task Routing – Chat
Windows
Messaging Server
Customer Entry Point
Case created in DB: [#67890]
Routed to Queue
Assigned to Agent
Windows
Services Server
RX / DX
Internet Agent Connections
Windows
Application Server
Windows
Web Server
Windows
File Server
Customers must access a Web Server for chat entry points, so typically this is placed on a dedicated host in the DMZ.
Agents can still share this same webserver, particularly if they are from an outsourcer and access over the internet.
Alternatively, many customers deploy a parallel pair of web/app servers behind the firewall that agents use
Note that there is no workflow for chat activities!
Local Agent Connections
Windows
Application Server
Windows
Web Server
Windows
Database Server

20. Q2. Which of the following components does NOT need to be installed on the EIM/WIM Application Server?
Microsoft SQL Server JDBC Driver
JBoss
Internet Information Services (IIS)
Java Development Kit (JDK)
IIS should only be installed on the Web Server.

21. Q3. True or False?
EIM can function as its own server. Customers can optionally integrate EIM with an existing corporate mail server, such as Exchange or Lotus.
FALSE
An external corporate mail server that supports IMAP/POP3 and SMTP is required (even Gmail can be used). EIM is not its own server!

22. Q4. Which is the correct task flow for standalone emails?
Retriever
Inbound Workflow
Create Case
Route to Queue
Assign to Agent
Retriever
Create Case
Inbound Workflow
Route to Queue
Assign to Agent
Internet
Magic
Assign to Agent
Entry Point
Inbound Workflow
Create Case
Route to Queue
Assign to Agent
Entry Point
Create Case
Inbound Workflow
Route to Queue
Assign to Agent

23. Integration with CCE

24. Key Components – CCE Integrated Routing
Data Access Layer (DAL) – JDBC/ODBC access to CCE AWDB
Agent authentication
Integrated objects (Primary/Secondary CTI Server address, MRDs, Routing Scripts, etc)
External Agent Assignment Service – Request routing instructions from MR PIM
MR PIM passes request to CCE Router, which runs Routing Script and returns destination agent
EAAS replaces AAS from Standalone routing
Listener – Communicates agent availability to CTI Server
Distinguishes Ready/Not Ready for /Chat
--Listener <-> Agent PG: monitor agents for routing of tasks
-EAAS <-> MR PG: queuing tasks to UCCE, routing task to agent
-App <-> AW DB: integration validation (when logging into Admin console), disabled/deleted agents (when logging into agent console), maps relevant config from aw to eim/wim db, Verify Agent Login Credentials

25. EIM/WIM to UCCE Object Mappings
EIM/WIM User becomes associated with EIM/WIM queue based on UCCE Agent's Skill Group membership
Notes:
--MRD can have multiple queues, because you can have multiple script selectors.
--Queue = a MRD & script selector.
--Application instance identifies the IP address of an EIM/WIM deployment that is integrated with UCCE. It is required for downloading configuration objects UCCE and mapping them to EIM/WIM.
--An application path opens a communication channel with a CTI server, associated with an Agent PG, for agent and task status reporting.
--A media class is required for creating Media Routing Domains (MRDs). It helps categorize the MRDs based on media type (i.e. )
--An MR PG handles new activity routing requests initiated by Cisco Unified Interaction Manager, over the connection established by the embedded MR PIM (side A or side B)

26. EIM/WIM to UCCE Object Mappings
MediaClass
MRD1
MRD2
MRDX
Application Path
For Agent PG
Peripheral – MRD1
Peripheral – MRD2 …
Application Instance
MRD
SG 1
SG2
SGX
EIM/WIM User
UCCE Agent
EIM/WIM User Group
EIM/WIM User becomes associated with EIM/WIM queue based on UCCE Agent's Skill Group membership
Notes:
--MRD can have multiple queues, because you can have multiple script selectors.
--Queue = a MRD & script selector.
--Application instance identifies the IP address of an EIM/WIM deployment that is integrated with UCCE. It is required for downloading configuration objects UCCE and mapping them to EIM/WIM.
--An application path opens a communication channel with a CTI server, associated with an Agent PG, for agent and task status reporting.
--A media class is required for creating Media Routing Domains (MRDs). It helps categorize the MRDs based on media type (i.e. )
--An MR PG handles new activity routing requests initiated by Cisco Unified Interaction Manager, over the connection established by the embedded MR PIM (side A or side B)
ScriptSelector 1
EIM/WIM Q1
EIM/WIM Q2
ScriptSelector 1

27. EIM/WIM to UCCE Object Mappings
UCCE Agent
EIM/WIM
User
UCCE Skill Group
EIM/WIM
Groups
EIM/WIM User becomes associated with EIM/WIM queue based on UCCE Agent's Skill Group membership
Notes:
--MRD can have multiple queues, because you can have multiple script selectors.
--Queue = a MRD & script selector.
--Application instance identifies the IP address of an EIM/WIM deployment that is integrated with UCCE. It is required for downloading configuration objects UCCE and mapping them to EIM/WIM.
--An application path opens a communication channel with a CTI server, associated with an Agent PG, for agent and task status reporting.
--A media class is required for creating Media Routing Domains (MRDs). It helps categorize the MRDs based on media type (i.e. )
--An MR PG handles new activity routing requests initiated by Cisco Unified Interaction Manager, over the connection established by the embedded MR PIM (side A or side B)
UCCE MRD +
Script Selector
Pair
EIM/WIM
Queue

28. ICMAgentID v EIM/WIM AgentID
EIM/WIM Logs Referencing ICMAgentID are Actually Referring to Agent’s SkillTargetID
EIM/WIM also Stores a Local AgentID
Integrated Agents have both, Standalone Agents have EIM/WIM AgentID
System Administrator (pa/sa) are essentially Standalone Users
EIM/WIM: egpl_user, egicm_user tables in eGActiveDB
Use eGMasterDB for sa info
ICM: t_Agent
Query eGActiveDB to return the eGAgentID and ICMAgentID of Integrated agents:
select * from egicm_user LEFT OUTER JOIN egpl_user on egpl_user.user_id = egicm_user.user_id
EIM/WIM Database
ICM Database

29. CCE Integrated Routing – Agent Login
Windows
Messaging Server
Windows
Call Server
Windows
Services Server
RX / DX
RX / DX
Internet Agent Connections
Windows
Application Server
Windows
Web Server
DAL
Windows
File Server
Integrated agents authenticate against the CCE AWDB instead of the CIM Database
Windows
Data Server
Local Agent Connections
AWDB
Windows
Application Server
Windows
Web Server
Windows
Database Server

30. CCE Integrated Routing – Email
Windows
Messaging Server
Windows
Call Server
Windows
Services Server
RX / DX
RX / DX
Retrieved from IMAP/POP3
Case created in DB: [#12345]
Inbound Workflow applied
Internet Agent Connections
Windows
Application Server
Windows
Web Server
DAL
Windows
File Server
Windows
Data Server
Local Agent Connections
AWDB
Windows
Application Server
Windows
Web Server
Windows
Database Server

31. CCE Integrated Routing – Email
Windows
Messaging Server
Windows
Call Server
MR PIM
CTI Svr
Windows
Services Server
EAAS
RX / DX
RX / DX
Listener
Retrieved from IMAP/POP3
Case created in DB: [#12345]
Inbound Workflow applied
Sent to ICM Routing Script
Assigned to Agent
Internet Agent Connections
Windows
Application Server
Windows
Web Server
DAL
Windows
File Server
Windows
Data Server
Local Agent Connections
AWDB
Windows
Application Server
Windows
Web Server
Windows
Database Server

32. CCE Integrated Routing – Chat
Windows
Messaging Server
Windows
Call Server
MR PIM
CTI Svr
Windows
Services Server
EAAS
RX / DX
RX / DX
Listener
Internet Agent Connections
Windows
Application Server
Windows
Web Server
Customer Entry Point
Case created in DB: [#12345]
Sent to ICM Routing Script
Assigned to Agent
DAL
Windows
File Server
Windows
Data Server
Local Agent Connections
AWDB
Windows
Application Server
Windows
Web Server
Windows
Database Server

33. Match the integrated EIM/WIM component with the CCE component
External Agent Assignment Service
Admin Workstation DB
Data Access Layer
Media Routing (MR) PIM
Listener Service
CTI Server

34. Exception Queue

35. What is the Exception Queue?
EIM Standalone Queue that serves as a bucket for all s meeting certain conditions:
Delivery Exceptions – Rudimentary spam filter (sender or subject line filter)
System routing failures – No active inbound workflow, CCE script error, etc.
Integrated agents cannot access standalone queues
Only Standalone users or Integrated users with the Administrator role
Depending on the failure, some s can be transferred to the Integrated Queue
EIM will NOT request CCE routing instructions for Delivery Exception s
Transferring these s to integrated queues gives the misconception that s are “stuck in queue”
Administrators must handle these s, or create an Alarm Workflow to automatically handle them
How do I route the s to agents?

36. Alarm Workflows
Inbound Workflows run when an activity initially enters the system; Alarm Workflows run periodically (hourly, daily, weekly, etc)
Alarm workflows can process activities in the system and perform actions such as notifications, escalations, reassignments, etc. depending on the specified conditions.
Each deployment comes with an out-of-the-box "Exception Queue Alarm Workflow" that notifies administrators of activities pending in the exception queue.
An Alarm Workflow can be created to automatically handle Delivery Exception s in the Exception Queue
In this example, we simply mark them as Complete.
Step-by-Step:
This workflow runs periodically (i.e. every hour).
The branch node checks for activities flagged as Delivery Exceptions (subtype 4 or 5)
If the branch rule is matched, the activity is marked as complete in the Completion node.

37. Q5. True or False?
The Exception Queue is a standalone queue that integrated users can only access via the Administrator role.
TRUE
The Administrator Role is the only stock role with the necessary permissions to access messages in the Exception Queue.

38. Media Blender

39. Cisco Media Blender Provides Web Callback capability
Acts as an Event Bus, Sharing Software Events between WIM and CCE
Web Callback – Customer requests voice call through web form
Can be immediate (pending agent availability) or delayed for a user-specified period of time
Blended Collaboration deprecated starting in 9.0(2).
CMB no longer used by EIM/WIM. All references removed from UI.
CMB will still ship with EIM/WIM media but will only be used by CCE for Web/Scheduled Callback feature
When a medium notices that an event has taken place; for example, when an ACD medium receives CTI notification of a queued call, it packages this event into a unified format and gives the event to Cisco MB, which then shares the event with other media.
For EIM/WIM/UCCE, CMB triggers the Agent PG to place calls on behalf of WIM for Delayed/Callback.
- Note: properties Files are located by default on the CMB server
C:\CiscoMB\servlet\Properties\Blender
Positioning of alternatives to BC (in case of future demand):
Phone + Cobrowse available with Cisco – eGain SolutionsPlus (S+)
Chat to Voice escalation on the roadmap for both EIM WIM and S+
Start with Chat, Escalate to Voice – a more compelling use case than BC!

40. EIM/WIM Component Overview
Server
Purpose
Operating System
Components
Scaling
Cisco Media Blender
Event Bus between WIM and UCCE
Microsoft Windows 2003 (SP2 +), 32 bit, Enterprise or Standard
Apache Tomcat ; JDK 1.6 (Update 17+)
1 in Deployment
Do not install on Agent PG – conflict with Java/JTAPI
CMB Version used in 4.4(1) and 9.0
All Servers
-CSA Policy 4.0(4)-W
-Anti-virus: McAfee VirusScan Ent. V 8.7 OR Symantec AntiVirus Corporate Edition 10.1
Cisco Media Blender

41. Key Components –Callback
Entry Point – Interface used by customers to submit request
Fields can be customized and used in routing variables
Phone Number used for Callback
Blender API – Intermediary between Listener and CTI Server
Calls are placed directly from the agent’s CTI desktop when available

42. Web Callback Internet Agent Connections Local Agent Connections MR PIM
Windows
Messaging Server
Windows
Call Server
MR PIM
CTI Svr
Windows
Services Server
EAAS
RX / DX
Listener
Windows
Media Blender
Internet Agent Connections
Windows
Application Server
Windows
Web Server
DAL
Windows
File Server
Windows
Data Server
Local Agent Connections
AWDB
Windows
Application Server
Windows
Web Server
Windows
Database Server

43. Sizing & Best Practices

44. Sizing
All sizing limits assume agents handle 1 concurrent chat and up to 12 s per hour
Most customers want agents to multitask with multiple activities (5 chats) and higher productivity (20 s)
More concurrent tasks per agent = Less concurrent agents supported in the deployment!
SRND:
Must use Standardized Agent calculations when sizing a deployment
More Standardized Agents =
More Application Server / Web Server pairs
Now that we understand task routing, we want our agents to do more concurrently!
Chat sessions are the most impacting to load. Each chat session is essentially the equivalent of an agent session.

45. Agent Sizing Example
SRND Agent Count
Actual Agent Count
Keep 12 s per hour
- Meaning, if your agents require 4 concurrent chats, and you have 200 agents, youre actually looking at the 750 standardized agent deployment model
Each chat session is essentially counted as another agent session.

46. Agent Concurrent Task Limits
Concurrent Task Limit set on a per queue, per agent basis
Consistent across the MRD. When an agent belongs to multiple skill groups from the same MRD, the highest Concurrent Task Limit is used for ALL skill groups/queues
Managed Per Queue, per Agent, found under the queue properties pane.
DBottoms will have be allowed 10 concurrent s in both the EIM_MRD queue and the EIM_SVC queue. The 1 in EIM_MRD will be trumped by the 10 in EIM_SVC because they are both part of the same MRD.

47. System Concurrent Task Limit
Max Task Limit for media type set in CCE MRD “Max Calls in Queue”
5000 for all media types in 4.x, 15,000 for in 9.x
CCE will not allow more activities to be queued, will trigger routing failure
Concurrent_task_limit = activities currently queued in UCCE for MRD
UCCE will not allow more activities than the MRD ‘Max Calls in Queue’ value to be queued
-Change value = cycle EAAS Process & Instance for EIM/WIM to pick up change
--negative consequences – double counting of activities
-Note that Activities in the Exception Queue count toward this limit
agents concurrent task limit – value cannot be greater than the MRD defined max task limit – will get error if try to configure otherwise

48. Planning for Growth Database Growth File Server Growth
Incoming & Outgoing Volume per Month
Average Size of Each (KB)
Excludes attachments
Computational Growth Rates Published in EIM/WIM SRND
Number & Size of Attachments for Incoming & Outgoing s
File Server Growth
Rate of Growth of Log Files
Future Agent Growth
Requires Discussion with Customer
Future Redundant Components
-DB based on two factors
-File server proportional to two factors
Redundancy:
-DB Clustering
-Web/App

49. Multiple Lines of Business Process vs. Instance
Each process contains one to many instances.
Only the System Administrator has access to the processes.
Allows individual lines of business to control their own instances without impacting others.
Multiple Lines of Business Process vs. Instance
Process management can only be done through the System Admin UI (i.e. partition 0).
Individual Lines of Business Administrators can have their own Instances. By restricting permission to an instance, they will not be able to impact other instances under the same process.

50. Visually…

51. Process Administration Best Practice
Set Process start type to “On Demand.” Process will start when an instance requires it.
Best Practice: Set start type to “On Demand” for a process,

52. Instance Administration Best Practice
Automatic Instance startup requires no manual intervention on system restart
Best Practice: Set start type to “Automatic” for an instance.

53. Preferred “Sticky” Agent

54. Preferred Agent – What is it?
Maintain single agent through life of customer case
Establishes consistency and relationship between customer and agent
Wait specified time, then release to any available agent
Example script:
Preferred Agent
- routed to an agent that has previously worked on the case. EIM/WIM populates the preferredAgent field of the NEW_TASK request with the agents ICM Agent id

55. Preferred Agent Configuration
Create UCCE Enterprise Skill Group
Create UCCE Enterprise Route

56. Preferred Agent Configuration
s queue only when agent is logged in, or wait some time (weekend) until they do log in
Peripheral -> <Select Agent by SkillTargetID>
Agent Expression -> Call.PreferredAgentID (from NEW_TASK msg)
Ensure ‘Queue to Agent if Not Logged In’ checked if the s should be queued while the agent is not available
With Packaged CCE, the Enterprise Skill Group List Tool is removed from the CCE Configuration Manager. Customers would need to change their deployment type back to a CCE deployment type to access this tool, create the Enterprise SG, and then change again back to PCCE.

57. Preferred Agent Configuration
Enable Personalized activity assignment in EIM/WIM Administration Console
Administration > Partition: default > Settings > Department > Department Setting Groups > Attributes tab
Note on when Preferred Agent Variable Populated
-“Logged In" - the agent is logged in
-"Always" - always
-“Disabled” - not populated ever

58. Preferred Agent Logging
Route Request sent with Preferred Agent’s Skill Target ID (STID)
15:19:19 Trace: Application->PG:
Message = NEW_TASK; Length = 78 bytes
DialogueID = (2) Hex
PreferredAgent = (5030) Hex a6
ECC Variable Name: user.cim.activity.id
Value: 2757
Routing Instructions sent, task destined for Preferred Agent as requested
15:19:19 Trace: PG->Application:
Message = DO_THIS_WITH_TASK; Length = 90 bytes
Agent = (5030) Hex a6
AgentInfo: 1002
- Now when a customer replies to an that an agent has handled, EIM/WIM sends the NEW_TASK request with the case owners ICM Id in the PreferredAgent Field

59. Preferred Agent Reporting
s queued to ‘Queue to Agent’ will not count as queued to skill group for skill group reporting
Call Type variables to count s queued to a particular script
s queued at the “Queue to Agent” node will NOT count as being Queued to the Skill Group in Webview reports
 make use of Call Type variables to get the total number of s queued for a particular script, and then report off the Call Type

60. What’s New in 9.0(2)

61. EIM WIM 9.0(2) Browser SupportOS
Agent
Customer
IE 8, 9, 10
XP SP3, Vista, Windows 7 √
Firefox 3 and higher
XP SP3, Vista, Mac OS 10.4, 10.5, 10.6
Safari 4 and higher
Mac OS 10.4, 10.5, 10.6
Chrome 5 and higher
All OS’s that Chrome is compatible with
Opera 9 and higher
All OS’s that Opera is compatible with
Finesse 9.1(1), 10
See System Requirements Guide for Finesse, for compatible OS’s

62. Blended Collaboration Discontinued
Effective with the 9.0(2) release
Blended Collaboration (BC) is a unique use case:
Not the same as Universal Queue, but only a small subset of it.
Not the same as Web/Scheduled Callback.
Mainly allows Voice Call and Page Sharing to happen in parallel.
No measurable adoption of BC among existing customers
Complexity around BC and Cisco Media Blender (CMB) configuration
Limitations with CMB failover and redundancy
Alternative Options to using BC for EIM WIM customers:
Voice + eGain Cobrowse (through Professional Services engagement)
Future plans exist to support “Chat to Voice escalation”

63. Email/Voice Multitasking
Agents are now able to continue handling s that were present in the Main Inbox prior to being routed a voice call.
Department Level Setting
0 => Voice interrupts new and existing s (default behavior)
1 => Voice interrupts new s only (multitasking enabled for existing s)

64. Email/Voice Multitasking
Agents are now able to continue handling s that were present in the Main Inbox prior to being routed a voice call.
Department Level Setting
0 => Voice interrupts new and existing s (default behavior)
1 => Voice interrupts new s only (multitasking enabled for existing s)
What happens at the System Level?
0 => EIM WIM accepts incoming AGENT_INTERRUPT_ADVISORY event from CTI
Inbox/Reply buttons in the EIM WIM agent console are disabled
UCCE will not assign new s/chats until phone call is completed
1 => EIM WIM rejects incoming AGENT_INTERRUPT_ADVISORY event from CTI
Inbox/Reply buttons in the EIM WIM agent console continue to be function
Agent can send/complete existing s

65. Email/Voice Multitasking
Active Voice Call
Ability to Handle Existing s

66. Finesse Gadget Enhancements
Use OpenSocial standards
Requirement for every Finesse gadget
Ability to listen/react/respond to Finesse events
Finesse Tab Switching
Auto-refresh the agent’s view in Finesse when a tab is unloaded
Pass context between different tabs as needed etc
New deployment steps same as that for every 3rd party gadget
Same steps as published in Cisco Finesse documentation (3rd party gadget deployment model)
6 files apply (instead of 1 - previously)
SSL Support now available
Finesse configured with SSL
EIM WIM configured with SSL
Finesse always invokes gadget with HTTP (known Cisco Finesse limitation)

67. Finesse Gadget Enhancements

68. SolutionsPlus SolutionsPlus (S+) is a new Cisco/eGain offering
S+ runs in parallel with the EIM/WIM OEM offering (different SKU)
OEM is chat/ , optional customizations. eGain S+ is full eService suite
S+ brings “additional” eGain products into the Cisco channel, with UCCE & Finesse Integration
eGain Mail & Chat (identical to Unified EIM/WIM)
eGain Offers
eGain Video Chat
eGain Cobrowse
eGain Chatbot
For more information:  
eGain Knowledge
eGain Web Self Service
eGain ClickToCall
eGain Community
eGain Social (in Phase 2)
eGain CallTrack (in Phase 2)

69. 50 and Tactical FIXES CREATE CHAOS
Tactical customer experience projects running at one time at an eGain client!
Tactical fixes with legacy CRM systems or point products put you back in capabilities and create chaos. Here’s an example. One Fortune 100 company had over 50 separate digital customer experience initiatives going on across functions, product lines, and channels, creating chaos within their IT teams and disconnected experiences for their customers.

70. ABOUT EGAIN WHAT WE DO WHO WE ARE Multichannel Customer Engagement
Interactive sales
Multichannel service
Knowledge management
Trusted cloud solutions
WHO WE ARE
Founded in 1997
Global CRM web Customer Service leader
Offices in USA, EMEA and APAC
eGain was founded in the late 90’s and we’re a leading provider of cloud customer engagement solutions. Our solution is the Customer Engagement Hub that includes a unified platform and applications for multichannel customer engagement and knowledge management for sales and service.
Something that we are proud is that over the years, we have been consistently rated #1 by analysts. For both on the completeness of products and vision, and the ability to execute.

71. Summary Deployment options and relevant sizing
Services and key components
& Chat
CCE Integration
Web Callback
Sizing and Best practices
Troubleshooting Training delivered to global TAC, AS, HTTS, PDI:
Cisco EIM/WIM Documentation
Cisco Support Forum for Contact Center

72. Understanding Handle Time
Warning!
Logs Ahead!
Understanding Handle Time

73. Multimedia Integration
Key Differences from Voice:
/Chat Media Routing Domains (MRD)
A collection of skill groups and services associated with a specific communication channel. – UCCE Scripting and Media Routing Guide
Concurrency
How many tasks can an agent handle in an MRD?
Interruptibility
Can one task be interrupted by another task? Concept of “Available” vs. “ICM Available”
MRD
Sales
Support
Billing
I.E. Agent “Available” for but not “ICM Available”

74. Interruptibility & Handle Time
Problem Statement: Agent Productivity confusion.
Business Impact: Agents paid based on activity efficiency. Reported numbers are unclear to supervisors.
Versions:
CCE 9.0(3)
EIM/WIM 9.0(1)
Troubleshooting Performed:
Verified interruptibility settings for Chat and MRDs are correct.
Verified concurrent task limits defined in EIM/WIM.
Paid attention to this crash course!

75. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2

76. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2

77. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2

78. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2

79. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2

80. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2 !
Interrupted!

81. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2

82. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2 !
Interrupted!

83. Interruptibility & Handle Time
Media Routing Domain
Chat
Concurrent Task Limit 3 2 !
Interrupted!

84. Interruptibility & Handle Time
GED-125
External Agent Assignment Service MR PIM
MR PIM Finished!
18:38:19:693 pg2A-pim2 Trace: Application->PG:
Message = NEW_TASK; Length = 102 bytes
DialogueID = (10) Hex a
SendSeqNo = (1) Hex
MRDomainID = (5003) Hex b
PreviousTask = -1:-1:-1
PreferredAgent = Undefined
Service = (0) Hex
CiscoReserved = (0) Hex
ScriptSelector: 8000
ECC Variable Name: user.cim.activity.id
Value: 1372
MR PG
Agent PG
18:38:19:693 pg2A-pim2 Trace: PG->Application:
Message = DO_THIS_WITH_TASK; Length = 121 bytes
DialogueID = (10) Hex a
SendSeqNo = (1) Hex
IcmTaskID = :310: 1
SkillGroup = (5036) Hex ac
Service = Undefined
Agent = (5003) Hex b
AgentInfo: 1003
Label:
ECC Variable Name: user.cim.activity.id
Value: 1372
Router CallKey
Agent STID
EIM/WIM AgentID

85. Interruptibility & Handle Time
Listener CTI Server
Pre-Call Indicator, Links The RouterCallKey & DialedNumber
Indicators are generally sent from an integrated application
EXCEPT DEVICE_TARGET_PRE_CALL_IND which is sent from Router.
Events are calculations that occur within OPC for interval reporting & All Event Clients
GED-188
18:38:19:693 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument= RouterCallKey= NetworkTargetID=0
18:38:19:709 cg1A-ctisvr Trace: SvSkTargID=-1(-1) SkGroupSkTarID=5036(531)
18:38:19:709 cg1A-ctisvr Trace: AgSkTargID=5003 ANI= CED=
18:38:19:709 cg1A-ctisvr SESSION 2: MsgType:AGENT_PRE_CALL_EVENT (MonitorID:0 NumNamedVariables:2 NumNamedArrays:0 ServiceNumber:N/A
18:38:19:709 cg1A-ctisvr SESSION 2: ServiceID:N/A SkillGroupNumber:531 SkillGroupID:5036 SkillGroupPriority:0 MRDID:5003
18:38:19:709 cg1A-ctisvr SESSION 2: AgentInstrument:"" RouterCallKeyDay: RouterCallKeyCallID:310
18:38:19:709 cg1A-ctisvr SESSION 2: RouterCallKeySequenceNum:1 DialedNumber:"8000" )
Agent PG

86. Interruptibility & Handle Time
GED-188
Listener CTI Server
Offered & Started
Handle Time Starts Counting
18:38:19:724 cg1A-ctisvr SESSION 3: MsgType:OFFER_TASK_IND (InvokeID:0x2c767 MRDID:5003 ICMAgentID:5003
18:38:19:724 cg1A-ctisvr SESSION 3: TaskID:150083/310/1ARMSkillGroupID:5036 ARMServiceID:N/A )
18:38:19:724 cg1A-ctisvr Trace: OFFER_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:38:19:724 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID=5036
18:38:19:724 cg1A-ctisvr Trace: ServiceID= ApplicationRouted
Agent PG
18:38:25:537 cg1A-ctisvr SESSION 3: MsgType:START_TASK_IND (InvokeID:0x2c768 MRDID:5003 ICMAgentID:5003
18:38:25:537 cg1A-ctisvr SESSION 3: TaskID:150083/310/1ARMSkillGroupID:5036 ARMServiceID:N/A )
18:38:25:537 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:38:25:537 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 SkillGroupID=5036
18:38:25:537 cg1A-ctisvr Trace: ServiceID= ApplicationRouted

87. Interruptibility & Handle Time
GED-188
Listener CTI Server
Agent “Active” In Multimedia SG
Agent Can Still Receive A Second Task
NumTasks=1, MaxTaskLimit=2
18:38:25:537 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig=
18:38:25:537 cg1A-ctisvr Trace: SGState=ACTIVE SGDuration=0 OverallState=ACTIVE OverallDuration=0 Reason=-1
18:38:25:537 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=1 ICMAgentID=5003
18:38:25:537 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0
Agent PG

88. Interruptibility & Handle Time
GED-188
Listener CTI Server
Agent Gets Second (Pre_Call, Offer) and Reads It
Handle Time “pauses” for original and starts for new
Second Completed, Original Resumed
Agent PG
18:40:33:632 cg1A-ctisvr Trace: PAUSE_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:33:632 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason=5000
18:40:33:647 cg1A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:33:647 cg1A-ctisvr Trace: TaskID=150083:311:1 ICMAgentID=5003 SkillGroupID=5036
18:40:33:647 cg1A-ctisvr Trace: ServiceID= ApplicationRouted
18:40:39:929 cg1A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:39:929 cg1A-ctisvr Trace: TaskID=150083:311:1 PreviousTaskID=-1:-1:-1
18:40:39:929 cg1A-ctisvr Trace: ICMAgentID=5003
18:40:42:788 cg1A-ctisvr Trace: RESUME_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5003
18:40:42:788 cg1A-ctisvr Trace: TaskID=150083:310:1 ICMAgentID=5003 Reason=5000

89. Interruptibility & Handle Time
GED-188
Listener CTI Server
Original Interrupted By Chat
What are these MRDs? Where can we find their names?
USE bxb_awdb select * from t_Media_Routing_Domain
18:40:49:710 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ADVISORY_EVENT (InvokeID:0x2 MRDID:5001 InterruptingMRDID:5002 ICMAgentID:5003 )
18:40:49:710 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ADVISORY_EVENT (InvokeID:0x2 MRDID:5003 InterruptingMRDID:5002 ICMAgentID:5003 )
Agent PG

90. Interruptibility & Handle Time
MRD ID
Media
5001
Outbound
5002
Chat
5003
Inbound
Interruptibility & Handle Time
GED-188
Listener CTI Server
Agent Reserved For Chat SG; Interrupted For SG
Offer, Start, End Task Indicators/Events and state transitions mimic
Note: Handle time for chat increments for all running sessions.
18:40:49:710 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig=
18:40:49:710 cg1A-ctisvr Trace: SGState=RESERVED SGDuration=0 OverallState=RESERVED OverallDuration=0 Reason=-1
18:40:49:710 cg1A-ctisvr Trace: MRDID=5002 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AgtAvailStatus=0 ICMAgentID=5003
18:40:49:710 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x21d SkGrpID=5039 NumLines=0 CurLine=-1 ClientStatus=0x0
18:40:49:725 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ACCEPTED_IND (InvokeID:0x2 MRDID:5001 ICMAgentID:5003 )
18:40:49:725 cg1A-ctisvr SESSION 3: MsgType:AGENT_INTERRUPT_ACCEPTED_IND (InvokeID:0x2 MRDID:5003 ICMAgentID:5003 )
18:40:49:725 cg1A-ctisvr Trace: AGENT_EVENT: ID=21 Periph=5000 Ext= Inst= Sig=
18:40:49:725 cg1A-ctisvr Trace: SGState=INTERRUPTED SGDuration=0 OverallState=INTERRUPTED OverallDuration=0 Reason=0
18:40:49:725 cg1A-ctisvr Trace: MRDID=5003 NumTasks=1 MaxTaskLimit=2 AgtMode=1 AgtAvailStatus=0 ICMAgentID=5003
18:40:49:725 cg1A-ctisvr Trace: SkTgtID=5003 SkGrpNo=0x213 SkGrpID=5036 NumLines=0 CurLine=-1 ClientStatus=0x0
Agent PG

91. Interruptibility & Handle Time
How Can a Failure Event Be Mapped to a Task/Activity?
Use DialogueID to Correlate
18:38:19:693 pg2A-pim2 Trace: PG->Application:
Message = NEW_TASK_FAILURE_EVENT; Length = 12 bytes
DialogueID = (10) Hex a
SendSeqNo = (1) Hex
ReasonCode = (209) Hex d1
MR PG
Agent PG
18:38:19:693 pg2A-pim2 Trace: Application->PG:
Message = NEW_TASK; Length = 102 bytes
DialogueID = (10) Hex a
SendSeqNo = (1) Hex
MRDomainID = (5003) Hex b
PreviousTask = -1:-1:-1
PreferredAgent = Undefined
Service = (0) Hex
CiscoReserved = (0) Hex
ScriptSelector: 8000
ECC Variable Name: user.cim.activity.id
Value: 1372
18:38:19:693 pg2A-pim2 Trace: PG->Application:
Message = DO_THIS_WITH_TASK; Length = 121 bytes
DialogueID = (10) Hex a
SendSeqNo = (1) Hex
IcmTaskID = :310: 1
SkillGroup = (5036) Hex ac
Service = Undefined
Agent = (5003) Hex b
AgentInfo: 1003
Label:
ECC Variable Name: user.cim.activity.id
Value: 1372
DialogueID can also be used to correlate successful tasks, but not necessary since ECC variable is present

92. Sample Diagnostic Scenarios

93. Scenario 1: How to increase JVM heap size for a service/process
Symptoms Crash of service/process associated with Retriever and Listener while retrieving large s/attachments into the system.
Steps to reproduce N/A (cannot easily be reproduced in a lab)
Steps to resolve (for the TAC Participants)
To increase the JVM heap size in EIM WIM 9. Execute following query on Active database and restart respective process and instance.
INSERT INTO EGPL_CONFIG_PROPERTY VALUES ('egpl_dsm.xml', 'JVMParams.<process_name_as_appears_on_UI>','-Xmx256m', null)

94. Scenario 2: EIM WIM 9 Integration Wizard does not seem to integrate data from Unified CCE
Symptoms After completing EIM WIM 9 installation, Listener/EAAS instance are stuck in a connecting state. Integrated users, queues, and user groups are not visible in the administration console.
Steps to reproduce N/A (cannot easily be reproduced in a lab but faced by a few customers.
Steps to resolve (for the TAC Participants)
In egpl_ds_connpool_map.xml, AW database (AW DB) information may not be updated.
To resolve this issue, take a backup of eservice.ear and configuration.zip.
Delete eservice.ear at the following location on the application server
<INSTALLDIR>:\jboss-as Final\standalone\deployments\eService.ear
Update the changes for AW DB server name, port, username, password, etc, in egpl_ds_connpool_map.xml available in eservice.ear and configuration.zip.
Restart Cisco Service on all the servers.

95. Scenario 3: Need clarification for ‘agent concurrent task limit’
Symptoms If a user has permission on multiple queues that map to the same MRD, with different concurrent task limits, agents tend to receive more activities than expected.
Steps to reproduce If the agent has permission on multiple queues, the maximum concurrent task limit when logging in would assume the value of the highest across all queues.
Steps to resolve (for the TAC Participants)
Concurrent task limit of an agent per MRD is defined as the maximum number of concurrent activities that an agent can work on in that MRD. The agent concurrent task limit is set at the queue level in EIM WIM (default = 1). If this concurrent task limit is met, the agent will be unavailable for future assignment, until the agent load is lesser than the agent’s concurrent task limit.
Ensure that the agent concurrent task limit is high enough to ensure that the agent is able to work on that many number of activities concurrently per MRD.

96. Scenario 4: Failed to install application server due to duplicate DB entry
Symptoms Unable to install web/application server
Steps to reproduce
Install a new web/application server, so as to add it to an active deployment.
Remove Cisco Service from that extra web/application server with standard procedures of removing a service from the windows services panel.
Try installing the web/application again on same VM, and this will reproduce the issue.
Steps to resolve (for the TAC Participants)
Duplicate entries were removed from EGPL_DSM_HOST and EGPL_DSM_HOST_MONITOR tables, after which the installation of the web/application server succeeded.

97. Scenario 5: Unable to display logo in the signature of an email
Symptoms Application does not display logo in the signature.
Steps to reproduce
Create article from KB console and insert image into it
Now use this article macro in the signature
In the agent console, logo is not rendered in the signature
Steps to resolve (for the TAC Participants)
Based on product behavior, an image cannot be embedded directly as a logo in the signature. In order to do this, the image should be copied to a shared location that is publicly accessible, and the URL to it must be used in the signature. Plans exist to address this in a future product release.

99. Extra Diagrams

100. Items of note:
Integration points -> Listner Service, EAAS
Hardware requirements -> CMB, MR PG
VMWare Support in 4.4(1)

101. Items of note:
Integration points -> Listner Service, EAAS
Hardware requirements -> CMB, MR PG
VMWare Support in 4.4(1)

102. Administration Synchronization
Windows
Messaging Server
Windows
Call Server
MR PIM
CTI Svr
Windows
Services Server
EAAS
RX / DX
Listener
Windows
Media Blender
Internet Agent Connections
DAL
Windows
Application Server
Windows
Web Server
DAL
Windows
File Server
Items of note:
Integration points -> Listner Service, EAAS
Hardware requirements -> CMB, MR PG
VMWare Support in 4.4(1)
Windows
Data Server
Local Agent Connections
AWDB
Windows
Application Server
Windows
Web Server
Windows
Database Server