Cisco Unified Contact Center Enterprise Solution Reference ...

Cisco Agent Desktop Considerations
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 3 Design Considerations for High Availability
Scenario 9: Network Failure Between CTI OS Client 2 and CTI OS Server A
CTI OS Client 2 is not affected by this failure because it is connected to CTI OS Server B.
Scenario 10: Network Failure Between CTI OS Client 2 and CTI OS Server B
In this scenario, the following events occur:
CTI OS Server B drops the connection of CTI OS Client 2.
CTI OS Client 2 detects the loss of network connection and automatically connects to CTI OS
server A. During this transition, the buttons of the CTI Toolkit Agent Desktop will be disabled and
will return to operational state as soon as it is connected to CTI OS server A.
Cisco Agent Desktop Considerations
Cisco Agent Desktop is a client of CTI OS, which provides for automatic failover and redundancy for
the Cisco Agent Desktop Server. If the Cisco Unified CallManager Peripheral Gateway or CTI Server
(CG) fail-over, CTI OS maintains the agent state and information during the failover to prevent agents
from being logged out by the system because of the failover.
The Cisco Agent Desktop Servers (Enterprise Server, Chat, RASCAL, and so forth) can also be deployed
redundantly to allow for failover of the core Cisco Agent Desktop components. Cisco Agent Desktop
software is aware of the redundant Cisco Agent Desktop Servers and will automatically fail-over in the
event of a Cisco Agent Desktop Server process or hardware failure.
Design Considerations for Unified CCE System Deployment with
Unified ICM Enterprise
In Unified CCE 7.0, a new deployment model was introduced to allow multiple Unified CCE systems to
be interconnected in a single, seamless contact center environment managed by a single Unified ICM
Enterprise system for enterprise-wide routing and reporting across multiple Unified CCE systems. This
deployment model is also known as parent/child, where the Unified ICM acts as the parent controlling
one or more Unified CCE System child IP ACDs. (See Figure 3-25.) In this model, the Unified ICM
Enterprise system is designed to be the network call routing engine for the contact centers, with network
queuing using the Unified CVP and Unified CCE Gateway Peripheral Gateways to connect child Unified
CCE systems (either Unified CCE or Unified CCX). The child Unified CCE systems are individual
IP-ACD systems, fully functional with local call processing in case they lose their WAN connection to
the parent Unified ICM system. This configuration provides a high level of redundancy and availability
to the Unified CCE solution to allow sites to remain functional as Unified CCE sites even if they are cut
off from centralized call processing resources.
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