Introduction to Oracle Interaction Center Server Manager

This chapter covers the following topics:


Oracle Interaction Center Server Manager is the Java server process that is necessary to run on every target machine of Oracle Interaction Center.

The necessary Oracle Applications Responsibility for the Oracle Interaction Center Server Manager HTML Administration is "Call Center HTML Administration".

Note: Assign administrative responsibilities to trusted users only. The Call Center HTML Administration responsibility is required to implement and administer Oracle Interaction Center for use at an enterprise. This responsibility gives administrators 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.


Major concepts of Oracle Interaction Center Server Manager include the following topics.

Active-Standby Mode Configuration

Administrators can assign servers to more than one node by selecting from a list of nodes in the Call Center HTML Administration. Administrators can prioritize the nodes, so that if the first node is not available, then the server starts on the next available node. If the server goes down, the active-standby mode configuration feature restarts the server on the next available node according to the prioritized order.

In active-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 the event a failure occurs, 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 Interaction Queuing and 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 same ICSM node or on different ICSM nodes, which allows the load to be shared by all running server processes of the same server type.

Interaction Queuing and Distribution cannot be load balanced because only one Interaction Queuing and Distribution server process can be in a server group. Use active-standby for Interaction Queuing and Distribution.

Load balancing for the Inbound Telephony Server requires configuring different, non-overlapping sets of route points for each Inbound Telephony Server server process.

Oracle recommends that you use load balancing for the following server types: Universal Work Queue, Oracle Telephony Manager, Oracle Telephony Adapter Server, Oracle Routing Server, and Inbound Telephony Server.

Database Log Viewer

By default, database logging is set to "False". To view logs created using AppsLog API that are stored in the database, enable database logging by setting the Database Logging Parameter Value to “True”. You can find the Database Logging field by following the path: Server Groups, Server Group Name, Server Group Name, Parameters.

Refresh of Server Groups and Interaction Center Servers

Oracle Interaction Center Server Manager administrators can refresh server parameters of server groups and individual servers without needing to Stop and Start a server group or an individual server. If an administrator changes settings, such as to create or modify telesets, then the administrator can click Refresh, at either the server group level or for a specific server, to reinitialize the configuration from the database.

Server Parameter Values Options

Lists of options are available in the Server Parameters page, so that users can select values appropriate to the selected server. Additionally, the values are verified automatically to prevent errors that would be caused by conflicting parameter values. If conflicting values are selected, then an error message appears.

Trace File Search Filter

When viewing trace files, administrators can use the advanced filters that have been provided to improve efficiency in locating specific ICSM logs or IC Server log entries on the specific Server or ICSM node page. On the Advanced link page, users can click the icon next to a trace file name to use filters for searching.

Users can search for and view only file entries that match specified search criteria, instead of looking through an entire trace file to find specific information. Users can search for trace file entries based on module, trace level, and other specific parameters, such as agent resource ID.