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Cisco Unified Contact Center Enterprise Solution Reference ...

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Chapter 3 Design Considerations for High Availability<br />

Administrative Workstation Real-Time Distributor (RTD)<br />

OL-8669-05<br />

Understanding Failure Recovery<br />

The Administrative Workstation (AW) Real-Time Distributor (RTD) provides the user interface to the<br />

system for making configuration and scripting changes. It also can host the web-based reporting tool,<br />

WebView and Internet Script Editor.<br />

These servers do not support redundant or duplex operation, as the other <strong>Unified</strong> ICM system<br />

components do. However, you can deploy multiple Administrative Workstation servers to provide<br />

redundancy for the <strong>Unified</strong> CCE. (See Figure 3-22.)<br />

Figure 3-22 Redundant <strong>Unified</strong> ICM Distributors and AW Servers<br />

Public<br />

network<br />

TDM<br />

access<br />

T1 lines<br />

Voice<br />

Voice<br />

T1 lines gateway 1<br />

gateway 2 Gatekeepers<br />

V<br />

V<br />

IDF<br />

switch 1<br />

IDF<br />

switch 2<br />

MDF<br />

switch 1<br />

Call control, CTI data,<br />

IP messaging<br />

TDM voice lines<br />

Ethernet lines<br />

Agent<br />

PG A<br />

ICM A<br />

<strong>Cisco</strong> CallManager<br />

cluster<br />

Publisher<br />

Sub 1 M Sub 2<br />

M M<br />

Agent<br />

PG B<br />

ICM B<br />

ICM central controllers<br />

MDF<br />

switch 2<br />

IP IVR 1<br />

VRU<br />

PG A<br />

IP IVR<br />

group<br />

IP IVR 2<br />

VRU<br />

PG B<br />

Administrative Workstation Real-Time Distributors are clients of the <strong>Unified</strong> ICM Call Router real-time<br />

feed that provides real-time information about the entire <strong>Unified</strong> CCE across the enterprise. Real-Time<br />

Distributors at the same site can be set up as part of an Admin Site that includes a designated primary<br />

real-time distributor and one or more secondary real-time distributors. Another option is to add Client<br />

Admin Workstations which do not have their own local SQL databases and are homed to a Real-Time<br />

Distributor locally for their SQL database and real-time feed.<br />

AW A<br />

Firewall<br />

Corporate<br />

LAN<br />

IPCC Site<br />

AW<br />

B<br />

WedView<br />

Reporting Client<br />

143950<br />

<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />

3-39

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