Universal Contact Server (UCS) 9.1 interfaces with a cluster of Cassandra databases that store the following:
- Contact information, such as names, addresses, phone numbers.
- Contact history: previous interactions with this contact.
- Other data used in processing interactions, such as standard responses and screening rules.
In order to handle large amounts of contact data speedily, UCS uses three technologies in the database and reporting layers:
- Apache Cassandra is an open source distributed database management system designed to handle large amounts of data across many commodity servers, providing high availability with no single point of failure.
- Elasticsearch is a search server that provides a distributed, multi-tenant-capable full-text search engine with a RESTful web interface and schema-free JSON documents.
- Apache Spark is an open-source cluster computing framework.
Cassandra and Elasticsearch clusters are used in the Operational Cluster that stores data for real-time processing. This Cassandra data is indexed by Elasticsearch for quick access.
- All UCS clients (except RMI clients) are connected to the UCS 9.1 node/cluster.
- UCS 9.1 maintains the connection to UCS 8.5 and sends it the following requests:
- Standard Response Reading
- Standard Response Management
- Categories Management
- Categories Statistics Management
- Email Classification Result Management
- FAQ Object Management
- Global Statistics Management
- Model Management
- Testing Result Management
- Training Data Object Management
- Training Email Management
- Training Job Management
- Field Codes Management
- Screening Rules Management
- Documents (OMResponse) Management
- Relation Management
- Action Management
- Standard Response Favorites
- Resource Property