Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 3 Design Considerations for High Availability
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For Unified CCE:
Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
Unified ICM must have dialed numbers configured to map to the CTI route points to accept and
process the inbound calls locally. These numbers must be mapped to Call Routing Scripts that will
translation-route the call to a local Unified IP IVR or Unified QM for treatment.
The local IP IVR or Unified QM must be configured with appropriate .wav files and applications
that can be called by the Unified CCE child system locally to provide basic call treatment such as
playing a welcome greeting or other message.
The Unified ICM Routing Script must handle queueing of calls for agents in local skill groups,
instructing the IP IVR or Unified QM to play treatment in-queue while waiting for an agent.
Any data lookup or external CTI access that is normally provided by CVP or the parent Unified ICM
must be provisioned locally to allow the agents to have full access to customer data screen pops as
well.
Any post-routing transfer scripts will fail during this outage, so the Unified CCE must be configured
to handle this outage or prevent the post-route scripts from being accessed.
A similar failure would occur if the CVP locally could not see the Unified ICM parent CVP Call Control
Server. The local CVP gateways would be configured to fail-over to the local Cisco Unified CallManager
to route calls to the Unified CCE agents as described above. Likewise, if the entire Unified ICM parent
were to fail, the CVP at the sites would no longer have call control from the Unified ICM parent, and
calls would forward to the local sites for processing.
Unified CCE Gateway PG Fails or Cannot Communicate with Unified ICM Parent
If the Unified CCE gateway PG fails or cannot communicate with the Unified ICM parent, the local
agents are no longer seen as available to the Unified ICM parent, but the inbound calls to the site may
still be under control of the Unified ICM parent CVP. In this case, the Unified ICM parent will not know
if the remote Unified CCE gateway PG has failed or if the actual Unified CCE IP-ACD has failed locally.
The Unified ICM at the parent location can automatically route around this site, considering it down until
the PG comes back online and reports agent states again. Alternatively, the Unified ICM can also direct
a percentage of calls as blind transfers to the site Unified CCE IP-ACD using the local inbound CTI route
points on the Cisco Unified CallManager. This method would present calls with no CTI data from the
CVP, but it would allow the agents at the site to continue to get calls locally with their Unified CCE
system.
If the local Unified CCE child system were to fail, the Unified CCE gateway PG would not be able to
connect to it, and the Unified ICM parent would then consider all of the agents as being off-line and not
available. If calls were sent to the local Cisco Unified CallManager while the child Unified CCE system
was down, the call-forward-on-failure processing would take over the call for the CTI route point. This
method would redirect the call to another site or an answering resource to play a message telling the
caller there was an error and to call again later.
Parent/Child Reporting and Configuration Impacts
During any time that the Unified CCE child is disconnected from the Unified ICM parent, the local
IP-ACD is still collecting reporting data and allows local users to make changes to the child routing
scripts and configuration. The Unified CCE gateway PG at the child site will cache these objects and
store them in memory (and eventually to disk) to be sent later to the Unified ICM parent when it is
available. This functionality is available only if the Unified CCE gateway PG is co-located at the child
Unified CCE site.
Cisco Unified Contact Center Enterprise 7.x SRND
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