Obsolete in this Release
The following features and functions have been removed from the current release of
Oracle Interaction Center Server Manager.
Quick Find
The Quick Find employees search field has been removed from all HTML p ages of
the In teraction Center Administration.
Responsibili ties
The necessary Oracle Applications Responsibility for the Oracle Interaction Center
Server Manager HTML Administr ation is "Call Center HT ML Administration".
Note: Assign administrative responsib ilities to trusted users only. The
Call Center HTML Administration responsibility is required to
implement and ad minister Oracle Interactio n Center for use at an
enterprise. This responsibility gives administ rators the ability to modify
routing and classification rules. Dynamic routes with PL/SQL code and
dynamic groups with SQL code can access sensitive database tables. The
resulting information, if misused, can introduce liability issues for the
enterprise. For these reasons, Oracle strongly recommends that only
trusted users be provided with the Call Center HTML Administration
responsibility.
Concepts
Major concepts of Oracle Interaction Ce nter Server Mana ge r include the following topics.
Active-Stand by Mode Configuration
It is now possible to assign servers to mo re than one node by selecting from a list of
nodes in the Call Center HTML Administration. Administrato rs can prioritize the
nodes, so that i f the first node is not available, then the server starts on the n ext available
node. If the server goes down, the active-s tandby mode configurati on feature restarts the
server on the next available node according to the prioritized order.
In ac tive-standby mode configuration, one ICSM node is used while the other nodes act
as standby. A standby node is a duplicate of, or has same load capacity as, the primary
node. In th e event a failure oc curs, the standby node takes over the role of the primary
node. You can pre-configure a primary node and up to three backup nodes. At any given
time, a particular server process is running on only one of the nodes.
Oracle recommends that you use active-standby for Int eraction Queuing an d
Distribution and Inbound Telephony Server server types.
Load Balancing
Multiple server processes of the same server type can be configured in the same server
group. These server processes can all run simultaneously on the s ame ICSM node or
on different ICSM nodes, which allows the load to be shared by all running server
processes of the same server type.
2-2 Oracle Interaction Center Server Manager Implementation Guide
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