CIC Subsystems

Subsystem

Description

AccServer

This subsystem keeps track of accumulators running in CIC. Accumulators are similar to system registers. They count events as they occur in the CIC's Interaction Processor. Instances of these events are stored in variables and are accessible in report logs or other handlers using the Accumulator tools in Interaction Designer.

AcdServer

ACD Server determines which agent a call should be routed to, based upon skill and other factors.

AdminServer

Admin Server provides ACL management and licensing on top of the data managed by Directory Services. It maintains a large cache of data with a size proportional to the amount of configuration information.

AnalyticsBridge

The AnalyticsBridge subsystem makes a configured web socket connection and streams real-time statistics over the data web socket so users can view real-time dashboards.

Client Services

Client Services keeps track of logged-in users, their status, and their rights based on security configurations.

CloudBridge

CloudConduit

The Cloud Conduit is a separate feature of the Genesys Cloud for PureConnect integration. It is a PureConnect subsystem that sends event data to Genesys Cloud. For more information, see the Genesys Cloud for PureConnect Administrator's Guide.

ClusterConnector

ClusterConnector is a clustering component.

Compressor Manager

Compression Manager reduces the size of audio recordings (such as voice mail messages) using TrueSpeech and other compression algorithms.

DataExtractor Server

DataManager

Data Manager is the CIC subsystem that services RWP lookup requests, as well as contact directory requests. Data Manager keeps track of data sources used to display Contact Directory and Speed Dial notebook pages in CIC clients.

DataPipelineBridge

DSServer

Directory Services provides the interface to the proprietary data store (configuration repository) that CIC uses to store system configuration information.

DSSink

DSSink is an CIC clustering component.

EMS Server

This server manages Multi-Site functions using on an CIC peer site.

FaxServer

The Fax subsystem allows the Interaction Center Platform to send and receive Faxes.

Feedback Server

FileMonitor

File Monitor keeps track of file usage in CIC.

HostServer

Host Services allows Interaction Center Platform to communicate with mainframes and IBM AS/400 systems using the 3270 and 5250 terminal emulation protocols.

HttpPluginHost

HttpPluginHost facilitates the transfer of file through the HTTP protocol. This subsystem is kept separate from Session Manager to reduce load. HttpPluginHost uses port 8018 (HTTP) and port 8019 (HTTPS). As it is a single-threaded process, HttpPluginHost uses only one CPU core on the server but rarely consumes more than 15% of the capacity of that CPU core. CIC client applications use HttpPluginHost to transfer files related to status icons, setting, images, and attachments.

IC Secure Token Server

This subsystem handles single sign-on token management.

Interaction Recovery

This service shadows interactions of the backup server to take over at switchover.

IonNotifier

IonNotifier is a notifier for cross-site communication.

IP

Interaction Processor (IP) is the CIC subsystem that processes low-level subsystem events in order to implement higher-level business logic. For example, Interaction Processor starts an instance of a handler in response to an event.

IPDBServer

IPDB Server connects Interaction Processor to a specified database when Database tools are used.

IpServer

IP Server manages helper tasks for Interaction Processor and Report Logging. It logs line activity, and manages part of the Message waiting light processing.

Mail Account Monitor

Mail Account Monitor is responsible for syncing external user attributes from Mail accounts or LDAP to Directory Services.

Mrcp Subsystem

Notifier

Notifier is a communications hub that communicates with each individual CIC subsystem. Notifier provides three essential services: request/response processing, publish/subscribe event processing and authentication. Notifier makes it possible for components of CIC to be installed on a single server, or on multiple servers. Notifier enhances scalability of CIC by allowing individual components to reside on dedicated hardware when exceptional processing power is required.

Optimizer Server

Optimizer Server provides services for WFM features, such as forecasting.

OutOfProcCustomDLL

OutOfProc server is a service that executes DLLs for Interaction Processor without risking the integrity of the IP process. Its size will be a function of any custom activities that might be added by the customer or VAR via these customization interfaces.

Post Office

Post Office Server (POS) is the CIC subsystem that provides platform independent access to Email services such as message store access and message delivery. POS also provides support for Email routing, and will initiate a Reverse White Pages lookup request before queuing an incoming email interaction.

Process Automation Server

Prompt Server

Provision Server

QueueStatProvider

Reco Subsystem

Speech recognition services recognize spoken commands and phrases for applications such as speech-enabled IVR (Interactive Voice Response).

Recorder Server

Interaction Recorder is an application for managing phone calls, Emails, Faxes, screen recordings, and Web chats recorded within the CIC platform. Interaction Recorder identifies interactions to record and manages the compression, archiving, and storing of the attributes for each type of media recording. Using Interaction Recorder, you can quickly sort and manage large numbers of recordings. Interaction Recorder also includes features for scoring agent interactions and quality monitoring.

Screen Recorder Control Server

This component of Interaction Recorder is responsible for recording screen activity.

Session Manager

This subsystem tracks each user's client status and other details.

SMICEventBridge

SMS Server

The CIC subsystem that allows SMS messages to be sent or received. SMS stands for Simple Message Services.

smwebsockettunnel

StatAlertServer

Statistics Alert Server allows users and supervisors to define specific circumstances (e.g., average hold time > 10 minutes) under which they are to be alerted and the means by which the alert is to occur (e.g., Email, phone call, etc.).

StatServer

Tracks statistics for workgroups.

StatServerAgent

StatServer subsystem component that handles agent-related statistics for real-time views and historical reporting.

StatServerWorkgroup

StatServer subsystem component that handles workgroup-related statistics for real-time views and historical reporting.

SwitchoverService

This is CIC's automated switchover system. If a CIC server ever fails, in less than 30 seconds the server can switch control to another mirror image CIC server with minimal phone disruption. In addition, the switchover scheme allows administrators to manually switch the "active" CIC server with no phone disruption.

Tracker Server

Interaction Tracker is composed of two server-side subsystems: Tracker Server and Tracker Tran Server (also called Transaction Server). Tracker Server listens for specific events from Queue Manager and inserts and updates interaction records.

Transaction Server

Transaction Server processes insert and update requests from other CIC subsystems, sending those transaction requests to the CIC database server.  Transaction Server also inserts, updates, and queries requests from Interaction Tracker Clients. This subsystem was previously called Tracker Tran Server.

TsServer

Telephony Services is the CIC subsystem that controls voice communications and multimedia sessions within Interaction Center. It allows the Interaction Center platform to detect telephony events such as incoming calls, DTMF digits, and call disconnects, to perform operations on calls. For example, Telephony Services transfers calls, conferences calls together, records or plays audio to calls, and so on. The Telephony Services component manages resources provided by Media Servers, MRCP Servers, Prompt Servers, gateways, and other devices in order to carry out these operations. It uses modern VOIP technologies such as SIP to control these resources.

Usage

This subsystem collects usage data for the PureConnect server and makes it available to the downstream billing system.

VPIM Receiver

VPIM is a mechanism for identifying body parts that a sender deems critical in a multi-part Internet mail message.

VXIHostServer

WebPortal Server

WebProcessor

Web Processor (WP) manages web-related interactions, specifically callbacks and chats.

WebProcessorBridge