Cisco Unified Contact Center Enterprise Solution Reference ...

Peripheral Gateway Design Considerations
3-30
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 3 Design Considerations for High Availability
Agents with calls in progress will stay in progress, but with no third-party call control (conference,
transfer, and so forth) available from their agent desktop softphones. After an agent disconnects
from all calls, that agent's desktop functionality is restored to the same state prior to failover.
When the Cisco Unified CallManager CTI Manager service on subscriber C recovers, PG side B
continues to be active and uses the CTI Manager service on Cisco Unified CallManager
subscriber D.
Figure 3-20 Scenario 4 – Only the Cisco Unified CallManager CTI Manager Service Fails
CallManager C
CTI Manager
Fails
CallManager A
Agent PG A Agent PG B
M
Unified CCE Scenarios for Clustering over the WAN
M
M M
IP
CallManager D
CallManager B
ICM synchronzation messages
CallManager intra-cluster messages
JTAPI messages
H323 or MGCP messages
SCCP messages
Unified CCE can also be overlaid with the Cisco Unified CallManager design model for clustering over
the WAN, which allows for high availability of Cisco Unified CallManager resources across multiple
locations and data center locations. There are a number of specific design requirements for Cisco Unified
CallManager to support this deployment model, and Unified CCE adds its own specific requirements and
new failover considerations to the model.
Specific testing has been performed to identify the design requirements and failover scenarios, but no
code changes were made to the core Unified CCE solution components to support this model. The
success of this design model relies on specific network configuration and setup, and the network must
143948
OL-8669-05