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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Understanding Failure Recovery<br />
3-34<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 3 Design Considerations for High Availability<br />
Any new calls that come into the disabled side will not be routed by the <strong>Unified</strong> CCE, but they can<br />
be redirected or handled using standard <strong>Cisco</strong> <strong>Unified</strong> CallManager redirect on failure for their CTI<br />
route points.<br />
Agents will be impacted as noted above if their IP phones are registered to the side of the<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager cluster opposite the location of their active Peripheral Gateway and CTI<br />
OS Server connection. Only agents that were active on the surviving side of the Peripheral Gateway<br />
with phones registered locally to that site will not be impacted.<br />
At this point, the Call Router and <strong>Cisco</strong> <strong>Unified</strong> CallManager Peripheral Gateway will run in simplex<br />
mode, and the system will accept new calls from only the surviving side for <strong>Unified</strong> CCE call treatment.<br />
The <strong>Unified</strong> IP IVR/<strong>Unified</strong> CVP functionality will also be limited to the surviving side as well.<br />
Scenario 4: <strong>Unified</strong> MA Location WAN (Visible Network) Fails<br />
The <strong>Unified</strong> CCE design model for clustering over the WAN assumes the <strong>Unified</strong> CCE agents are<br />
remotely located at multiple sites connected by the visible WAN. Each agent location requires WAN<br />
connectivity to both of the data center locations across the visible WAN where the <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager and <strong>Unified</strong> ICM components are located. These connections should be isolated and<br />
provide for redundancy as well as making use of basic SRST functionality in the event of a complete<br />
network failure, so that the remote site would still have basic dial tone service to make emergency (911)<br />
calls.<br />
If side A of the WAN at the <strong>Unified</strong> MA location fails, the following conditions apply:<br />
Any IP phones that are homed to the side-A <strong>Cisco</strong> <strong>Unified</strong> CallManager subscribers will<br />
automatically re-home to the side-B subscribers (provide the redundancy group is configured).<br />
Agent desktops that are connected to the CTI OS or <strong>Cisco</strong> Agent Desktop server at that site will<br />
automatically realign to the redundant CTI OS server at the remote site. (Agent desktops will be<br />
disabled during the realignment process.)<br />
If both sides of the WAN at the <strong>Unified</strong> MA location fail, the following conditions apply:<br />
The local voice gateway will detect the failure of the communications path to the <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager cluster and will go into SRST mode to provide local dial-tone functionality.<br />
The agent desktop will detect the loss of connectivity to the CTI OS Server (or <strong>Cisco</strong> Agent Desktop<br />
Server) and automatically log the agent out of the system. While the IP phones are in SRST mode,<br />
they will not be able to function as <strong>Unified</strong> CCE agents.<br />
Understanding Failure Recovery<br />
This section analyzes the failover recovery of each individual part (products and subcomponents inside<br />
each product) of the <strong>Unified</strong> CCE solution.<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager Service<br />
In larger deployments, it is possible that the <strong>Cisco</strong> <strong>Unified</strong> CallManager to which the agent phones are<br />
registered will not be running the CTI Manager service that communicates with the <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager Peripheral Gateway for <strong>Unified</strong> CCE. When an active <strong>Cisco</strong> <strong>Unified</strong> CallManager (call<br />
processing) service fails, all the devices registered to it are reported “out of service” by the CTI Manager<br />
service locally and to any external client, such as the Peripheral Gateway on a different subscriber CTI<br />
Manager service.<br />
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