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Peripheral Gateway Design Considerations Peripheral Gateway Design Considerations 3-22 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 3 Design Considerations for High Availability The Agent PG uses the Cisco Unified CallManager CTI Manager process to communicate with the Cisco Unified CallManager cluster, while a single Peripheral Interface Manager (PIM) controls agent phones anywhere in the cluster. The Peripheral Gateway PIM process registers with CTI Manager on one of the Cisco Unified CallManager servers in the cluster, and the CTI Manager accepts all JTAPI requests from the PG for the cluster. If the phone, route point, or other device being controlled by the PG is not registered to that specific Cisco Unified CallManager server in the cluster, the CTI Manager forwards that request via Cisco Unified CallManager SDL links to the other Cisco Unified CallManager servers in the cluster. There is no need for a PG to connect to multiple Cisco Unified CallManager servers in a cluster. Although the Agent PG in this document is described as typically having only one PIM process that connects to the Cisco Unified CallManager cluster, the Agent PG can manage multiple PIM interfaces to the same Cisco Unified CallManager cluster, which can be used to create additional peripherals within Unified CCE to separate registration for CTI route points and phones into two different streams. Using two PIMs for one cluster is required only when a customer has a large number of CTI Route Points in the Unified CCE Configuration. A single PIM can register approximately five CTI Route Points per second. To reduce initialization and failover times, you should use a second PIM when there are more than 250 Route Points. It is recommended that you add another PIM to the Unified CCE PG to handle only the CTI Route Points. With this model, all agent control is contained within a distinct PIM, and all CTI Route Points are contained on a second PIM. This enables the CTI Route Point PIM to register the Route Points and bring the system online before all of the agent phones are registered. This model applies only to Unified CCE models. Note that system Unified CCE allows only one Cisco Unified CallManager PIM. The typical process for the startup of a PIM is to register with the peripheral for all of the monitored objects, such as CTI route points, dialed numbers, agent phones, or device targets. The PIM will not go active until all of these objects are registered and monitored properly in the PIM connection. Many Unified CCE implementations have only a small number of CTI route points, while having numerous device targets to register. By separating these two configuration objects across two PIMs, the CTI route points can be registered and used for routing long before all of the agent phones or device targets are registered and active. The concept is to have the CTI route points available to Unified CCE immediately upon PG/PIM startup and failover, thus allowing Cisco Unified CallManager to process these route requests and start to handle calls even if the agent phones are not all registered. Callers can be put into queue quickly or played a message rather than having the default forward-on-failure processing in Cisco Unified CallManager take over the calls if the PIM is not ready to accept the incoming calls. (However, this functionality is not available in System Unified CCE, which allows only one PIM per PG. Only traditional Unified CCE configurations allow for multiple PIM configuration.) Duplex Agent PG implementations are highly recommended because the PG has only one connection to the Cisco Unified CallManager cluster using a single CTI Manager. If that CTI Manager were to fail, the PG would no long be able to communicate with the Cisco Unified CallManager cluster. Adding a redundant or duplex PG allows the Unified ICM to have a second pathway or connection to the Cisco Unified CallManager cluster using a second CTI Manager process on a different Cisco Unified CallManager server in the cluster. The minimum requirement for Unified ICM high-availability support for CTI Manager and Unified IP IVR is a duplex (redundant) Agent PG environment with one Cisco Unified CallManager cluster containing at least two subscribers. Therefore, the minimum configuration for a Cisco Unified CallManager cluster in this case is one publisher and two subscribers. This minimum configuration ensures that, if the primary subscriber fails, the devices will re-home to the secondary subscriber and not to the publisher for the cluster. (See Figure 3-15.) In smaller systems and labs, Cisco permits a single OL-8669-05
Chapter 3 Design Considerations for High Availability OL-8669-05 Peripheral Gateway Design Considerations publisher and single subscriber, which means if the subscriber fails, then all the devices will be active on the publisher. For specific details about the number of recommended Cisco Unified CallManager servers, see Sizing Cisco Unified CallManager 4.x and 5.x Servers, page 10-1. Figure 3-15 Unified ICM High Availability with One Cisco Unified CallManager Cluster Public network TDM access T1 lines Voice Voice T1 lines gateway 1 gateway 2 Gatekeepers V V IDF switch 1 IDF switch 2 MDF switch 1 CM PG A ICM A Cisco CallManager cluster Publisher Sub 1 M Sub 2 M M CM PG B ICM B ICM central controllers MDF switch 2 IP IVR 1 IP IVR group IP IVR 2 Call control, CTI data, IP messaging TDM voice lines Ethernet lines Firewall Corporate LAN Redundant Unified ICM servers can be located at the same physical site or geographically distributed. In both cases, the Unified ICM Call Router and Logger/Database Server processes are interconnected through a private, dedicated network. If the servers are located at the same site, you can provide the private LAN by inserting a second NIC card in each server (sides A and B) and connecting them with a crossover cable. If the servers are geographically distributed, you can provide the private network by inserting a second NIC card in each server (sides A and B) and connecting them with a dedicated T1 line that meets the specific network requirements for this connection as documented in the Unified ICM Installation Guide, available at http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm70doc/coreicm7/plngup7/ Within the Agent PG, two software processes are run to manage the connectivity to the Cisco Unified CallManager cluster: the JTAPI Gateway and the CallManager PIM. The JTAPI Gateway is started by the PG automatically and runs as a node-managed process, which means that the PG will monitor this process and automatically restart it if it should fail for any reason. The JTAPI Gateway handles the low-level JTAPI socket connection protocol and messaging between the PIM and the Cisco Unified 76607 Cisco Unified Contact Center Enterprise 7.x SRND 3-23
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