CCS Process Servers

A single Central Campaign Server coordinates the activities of multiple Outbound Dialer servers. This means that a campaign can run concurrently in distributed call centers, using a shared set of database tables. Each ODS communicates with a controlling CCS to obtain its current configuration and control messages that signify campaign property changes, campaign starts, stops, or error conditions.

CampaignServer 

CampaignServer is responsible for Rule Set processing and management of object configuration and storage. CampaignServer maintains all the settings associated with campaigns. It is also responsible for sending out notifications to control processing. CampaignServer uses a Notifier connection to signal Outbound Dialer servers whenever a campaign should be started or stopped.  It sends threshold alerts, manual resets, campaign start/stop notifications, active campaign IDs, and configuration updates as needed to control processing. Control messages are not routed through PMQ.  Instead, CampaignServer sends Notifier messages directly to the DialerServer process, to tell an Outbound Dialer server to start, stop, or reset campaigns. 

UpdateServer 

UpdateServer maintains a Notifier connection with each Outbound Dialer server. Its role is to acquire database updates that have been generated by call center agents. UpdateServer reads data from ODS message queues and passes these updates to DialerTranServer, which starts the actual database updates by communicating with the database management system.  The tables updated are CallHistory, CallRecordSchedule, and AgentHistory.

DialerTranServer 

Each Outbound Dialer server receives contact list records from the DialerTranServer process using a Notifier connection.  DialerTranServer uses an OLE DB database connection to start database operations. It passes data to the DBMS (SQL Server or Oracle) whenever data is received from UpdateServer. DialerTranServer commands the DBMS to update the CallRecordSchedule, CallHistory, Contact List, and Agent Statistics tables. The database management system does the low-level file management work.

DialerStatServer

DialerStatServer is the central hub for relaying and caching of statistic updates for Interaction Supervisor and statistic rules. This process caches updates and relays them to other servers.  DialerTranServer maintains an OLE DB connection to a database server.  It handles SQL processing and starts database operations whenever it receives data from UpdateServer.  It passes the data to the DBMS and commands it to update the CallRecordSchedule, CallHistory, Contact List, and Agent Statistics tables. 

The database management system does the low-level processing.  If the database accepts the update, the message is deleted from the input queue.  If the DBMS rejects the database update for some reason, the message doesn't stay in the input queue.  If DialerTranServer cannot update the database, the UpdateServer process moves the message to an error queue.

A database may reject messages for a variety of reasons.  For example, a message may refer to a field that has been removed or renamed from a table, or the format of the data may be inappropriate for the data type defined in the table.