Cisco Unified Contact Center Enterprise Solution Reference ...

Designing for High Availability
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 3 Design Considerations for High Availability
Cisco Unified CCE is a solution designed for mission-critical call centers. The success of any Unified
CCE deployment requires a team with experience in data and voice internetworking, system
administration, and Unified CCE application design and configuration. Simplex deployments are
allowed for demo, laboratory, and non-production deployments. However, all production deployments
must be deployed with redundancy.
Before implementing Unified CCE, use careful preparation and design planning to avoid costly upgrades
or maintenance later in the deployment cycle. Always design for the worst possible failure scenario, with
future scalability in mind for all Unified CCE sites.
In summary, plan ahead and follow all the design guidelines and recommendations presented in this
guide and in the Cisco Unified Communications Solution Reference Network Design (SRND) guide,
available at
http://www.cisco.com/go/srnd
For assistance in planning and designing your Unified CCE solution, consult your Cisco or certified
Partner Systems Engineer (SE).
Figure 3-1 shows a high-level design for a fault-tolerant Unified CCE single-site deployment.
Figure 3-1 Unified CCE Single-Site Design for High Availability
Public
network
TDM
access
Agent 1
PC
T1 lines
Voice
Voice
T1 lines gateway 1
gateway 2 Gatekeepers
IDF
switch 1
IPCC
agents
IP
IDF
switch 2
MDF
switch 1
Agent 2
PC
V
Agent
PG A
CM CTI OS
ICM A
Cisco CallManager
cluster
Publisher
Sub 1 M Sub 2
IP M M
Agent
PG B
CM CTI OS
ICM B
ICM central controllers
V
MDF
switch 2
IP IVR 1
VRU
PG A
IP IVR
group
IP IVR 2
VRU
PG B
Call control, CTI data,
IP messaging
TDM voice lines
Ethernet lines
Firewall
Corporate
LAN
AW A AW B
WedView
Reporting
Client
143940
OL-8669-05