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ATG Commerce Architecture Overview


ATG Commerce Architecture Overview
ATG’s Commerce Suite is a highly integrated solution that covers a wide variety of functionality.? While this can be implemented on two servers for small, highly available sites, it is more common to see a set of server clusters for larger sites. ? Figure 1 below illustrates how the different ATG Commerce Suite products are typically connected together in an enterprise solution, and each major area is discussed below the diagram.? Note that this is a simplified representation of an enterprise production implementation and more information is available in the latest Multi-Application Integration Guide.? There are typically also staging and development environments that are similar to, but smaller than the production site.

Figure 1 Each area is described in more detail below.

Generated by Jive SBS on 2010-07-15-04:00 1

ATG Commerce Architecture Overview

(A) Customer Facing Cluster
The customer-facing cluster includes the primary commerce transaction servers that host the Web site customer-facing applications.? This is the primary location where the merchant’s application is deployed.? Web traffic is typically distributed to servers in the cluster using hardware load balancers.? There are also one or more administrative servers in the cluster that manage scenarios and interprocess locking that do not receive Web traffic.

(B) ATG Search Engines
ATG Search engines deliver search functionality for the ATG-based site. They are responsible for delivering three functional elements: indexing, query response and administration. While all three could, for some sites, be on a single server, it is more common to split all three. The servers typically in this cluster are configured to perform indexing, converting content from the versioned asset repository into a searchable format, and query handling. The query servers deliver responses to explicit customer inquiries as well as results for faceted navigation (in response to interactive queries designed into site page navigation elements). Finally, the search administration function may be in this cluster, but it is most often run in the asset management server cluster (C).

(C) Asset Management Cluster
The asset management cluster is the primary control system for all functions on the ATGbased site. Marketers and Merchants use the ATG Business Control Center to manage content and settings such as catalog items, promotions, web copy, personalization settings and other functions. Assets are maintained in a versioned repository to enable change control over site assets. Changes are made on the versioned information then routed to other internal users for review and approval. Authorized changes are periodically published to other modules throughout the ATG site, such as the customer-facing cluster and the agent database. The management cluster also runs ATG Outreach and typically runs ATG Search administration module to permit business users to manage both of those functions on the management cluster.

(D) Commerce Service Center Cluster
The ATG Commerce Service Center cluster runs the agent-facing functionality used by internal contact center personnel to manage customer inquiries and service requests. Site information as well as full customer information and history are available to the agent to

Generated by Jive SBS on 2010-07-15-04:00 2

ATG Commerce Architecture Overview

permit them to effectively handle customer inquiries. ATG CSC also displays site marketing information such as cross- and up-sell, targeted promotions and other elements to enrich the value of the interaction for both site visitors and merchants.

(E) ATG Data Warehouse Load Servers
ATG reporting is driven by a central data management system where each separate ATG component logs various transactional data for addition into a common database. The ATG data warehouse (DW) load servers are responsible for collecting all the information produced by the various ATG components and translating this raw data into information that is then stored into the central data warehouse.

(F) ATG Customer Intelligence Instance
The ATG Customer Intelligence instance maintains a model for each type of report configured for the ATG site, and produces reports based on these configurations using the information in the data warehouse. ATG ships with a large number of pre-defined reports based on default data store and report configurations, both of which may be customized during implementation. Additionally, business users may create new report types based on information already available in the data warehouse.

(G) Production Database
The production database is the primary information repository for the customer-facing cluster. There are typically three areas in this data store:
? Shared information such as profiles, personalization settings, service tickets, order information, etc. ? Two product catalog schemas (with identical structures). Product catalog information is loaded into both but only one schema is active at a time. This permits incoming updates to be published into the inactive schema and promoted to production by switching the data sources.

(H) Versioned Database
The versioned database holds site content including product catalog information, with the additional ability to hold multiple versions of the content items contained in the repository. This permits assets to be checked out, undergo any number of update and review cycles and be checked back in as an approved change. Changes can also be rolled back to prior version to undo changes that were approved for publishing to production. The latest content items are periodically pushed into the production database.

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ATG Commerce Architecture Overview

(I) Agent Database
The agent database contains information about the agents using the CSC cluster and, if ATG Knowledge is in use, holds knowledge base content.

(J) ATG Recommendations
ATG Recommendations are an external Software-as-a-Service offering that supplement ATG-based (and other) sites. Combining a detailed analysis of the product catalog via a regular feed from the platform site with detailed information about all the Web site visitors, ATG Recommendations uses sophisticated algorithms to produce product recommendations for the Web site and e-mail campaigns. Recommendations interacts with the Web site and e-mail via simple tags that are inserted into designated areas in page wireframes to display customized product recommendations from the service.

(K) ATG Live Help Services
ATG Live Help (previously eStara Connections) services are an external SaaS that connects Web visitors with call center personnel via live phone conversations (using regular or Internet-telephony) or Internet chat. Information from the site is automatically routed to the ATG Commerce Service Center application to ensure a seamless customer experience.

Generated by Jive SBS on 2010-07-15-04:00 4


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