Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 3 Design Considerations for High Availability<br />
OL-8669-05<br />
Peripheral Gateway Design Considerations<br />
Figure 3-16 <strong>Cisco</strong> <strong>Unified</strong> CallManager PGs Cannot Cross-Connect to Backup CTI Managers<br />
Agent PG A Agent PG B<br />
M M<br />
Subscriber 1<br />
(CTI Manager<br />
and<br />
<strong>Cisco</strong> CallManager)<br />
M<br />
Publisher<br />
(CTI Manager<br />
and<br />
CallManager)<br />
<strong>Unified</strong> ICM Failover Scenarios<br />
Subscriber 2<br />
(CTI Manager<br />
and<br />
<strong>Cisco</strong> CallManager)<br />
This section describes how redundancy works in the following failure scenarios:<br />
Scenario 1: <strong>Cisco</strong> <strong>Unified</strong> CallManager and CTI Manager Fail, page 3-25<br />
Scenario 2: Agent PG Side A Fails, page 3-27<br />
Scenario 3: Only the Primary <strong>Cisco</strong> <strong>Unified</strong> CallManager Subscriber Fails, page 3-27<br />
Scenario 4: Only the <strong>Cisco</strong> <strong>Unified</strong> CallManager CTI Manager Service Fails, page 3-29<br />
Scenario 1: <strong>Cisco</strong> <strong>Unified</strong> CallManager and CTI Manager Fail<br />
Figure 3-17 shows a complete system failure or loss of network connectivity on <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager subscriber A. The CTI Manager and <strong>Cisco</strong> <strong>Unified</strong> CallManager services were initially<br />
both active on this same server, and <strong>Cisco</strong> <strong>Unified</strong> CallManager subscriber A is the primary CTI<br />
Manager in this case. The following conditions apply to this scenario:<br />
All phones and gateways are registered with <strong>Cisco</strong> <strong>Unified</strong> CallManager subscriber A as the primary<br />
server.<br />
All phones and gateways are configured to re-home to <strong>Cisco</strong> <strong>Unified</strong> CallManager subscriber B<br />
(that is, B is the backup server).<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager subscribers A and B are each running a separate instance of CTI<br />
Manager.<br />
When all of the software services on <strong>Cisco</strong> <strong>Unified</strong> CallManager subscriber A fail (call processing,<br />
CTI Manager, and so on), all phones and gateways re-home to <strong>Cisco</strong> <strong>Unified</strong> CallManager<br />
subscriber B.<br />
PG side A detects a failure and induces a failover to PG side B.<br />
Agent desktops gray out any change buttons to prevent the agents from attempting to change state<br />
or perform an action that cannot be handled while the PG and CTI Server are failing over. This<br />
gray-out includes third-party call control for features such as conference and transfer as well.<br />
143944<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
3-25
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