Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 3 Design Considerations for High Availability
Figure 3-10 Multi-Channel System
PC
OL-8669-05
Phone
Customers/Callers
Router
PIM3
MR-PIM
Logger
Recommendations for high availability:
Deploy the Media Routing Peripheral Gateways in duplex pairs.
Cisco Email Manager Option
Deploy ConAPI as a redundant pair of Administrative Workstations that are not used for
configuration and scripting, so that they will be less likely to be shut off or rebooted. Also consider
using the HDS servers at the central sites to host this function.
Deploy the Unified CCE Agent Peripheral Gateways and CTI Servers in duplex pairs.
Cisco Email Manager Option
Database Database
MR-PG IPCC Agent-PG
OPC CTI Server
The Cisco Email Manager is integrated with Unified CCE to provide full email support in the
multi-channel contact center with Unified CCE. It can be deployed using a single server (see
Figure 3-11) for a small deployments or with multiple servers to meet larger system design requirements.
The major components of Cisco Email Manager are:
Cisco Email Manager Server — The core routing and control server; it is not redundant.
Cisco Email Manager Database Server — The server that maintains the online database of all email
and configuration and routing rules in the system. It can be co-resident on the Cisco Email Manager
server for smaller deployments or on a dedicated server for larger systems.
Cisco Email Manager UI Server — This server allows the agent user interface (UI) components to
be off-loaded from the main Cisco Email Manager server to scale for larger deployments or to
support multiple United Mobile Agent (Unified MA) sites. Each remote site could have a local UI
TES
MR MR
ARM ARM
CEM CEM
CCS
Database
ConAPI
PIM2
MR-PIM
AW
OPC CTI Server
IPCC/EA
PIM
ConAPI
ConAPI
ConAPI
M
Cisco
CallManager
TES
Cisco Unified Contact Center Enterprise 7.x SRND
Workstation CTI
Desktop Phone
Agents
IP
126033
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