Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 3 Design Considerations for High Availability
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Figure 3-14 Unified CCE Unified OUTD
EMT
Administrative
Workstation
Import
Logger
Campaign
manager
ODBC
SQL Server
7/2000
CO
EMT
Components with dashed lines
are only used by IPCC
IP
Gateway
Cisco Unified Outbound Dialer (Unified OUTD) Design Considerations
MR PG IPCC PG
IPCC PIM IPCC PIM CTI/CTIOS
TCP/IP TCP/IP TCP/IP
Dialer
IP/TI/
Analog/EI
ACD/
CallManager
Agent
Desktop
The system can support multiple dialers across the enterprise, all of which are under control of the
central Campaign Manager software. Although they do not function as a redundant or duplex pair the
way a Peripheral Gateway does, with a pair of dialers under control of the Campaign Manager, a failure
of one of the dialers can be handled automatically and calls will continue to be placed and processed by
the surviving dialer. Any calls that were already connected to agents would remain connected and would
experience no impact from the failure.
For smaller implementations, the Dialer could be co-resident on the Unified CCE Peripheral Gateway.
For larger systems, the Dialer should be on its own server, or you could possibly use multiple Dialers
under control of the central Campaign Manager.
Recommendations for high availability:
Deploy the Media Routing Peripheral Gateways in duplex pairs.
Deploy Dialers on their own servers as standalone devices to eliminate a single point of failure. (If
they were co-resident on a PG, the dialer would fail whenever the PG server failed.)
Deploy multiple Dialers and make use of them in the Campaign Manager to allow for automatic fault
recovery to a second Dialer in the event of a failure.
Include Dialer phones (virtual phones in Cisco Unified CallManager) in redundancy groups in
Cisco Unified CallManager to allow them to fail-over to a different subscriber, as would any other
phone or device in the Cisco Unified CallManager cluster.
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