RWP Processing Diagram

In a Customer Interaction Center environment, RWP lookups are initiated by media processing servers, such as Telephony Services (TS), by Interaction Processor (IP) handlers, and by Tracker Server.

RWP processing is divided into two main phases. Some parts of the system only initiate one phase or the other; most initiate both, where one phase is completed after the other. Those phases are:

• Locality lookup is a quick lookup against a set of internal tables inside the CReverseWhitePages DLL to get information about the caller's location (typically city and state, or city and country).

• RWP lookup is a sequenced lookup against external data sources, such as Oracle. An RWP lookup is always serviced by the Data Manager subsystem. Subsystems or applications wanting to initiate an RWP lookup invoke a CReverseWhitePages method, which uses Notifier to send/receive the request to/from Data Manager. The details of both of these phases are discussed in RWP Call Processing Algorithms.

RWP Process

A variety of subsystems and components work together whenever a CIC server performs RWP processing. The diagram below illustrates the processes and systems involved.