Cisco Unified Contact Center Enterprise Solution Reference ...

Other Considerations for High Availability
Other Considerations for the Parent/Child Model
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 3 Design Considerations for High Availability
The parent/child model does not allow the child Unified CCE systems to use a local CVP at the child
level. Only the parent can use CVP to perform network queuing across the entire system. Multi-channel
components such as Cisco Email Manager or Web Collaboration and Unified OUTD may be installed
only at the child Unified CCE level, not at the parent. They are treated as nodal implementations on a
site-by-site basis.
Other Considerations for High Availability
A Unified CCE failover can affect other parts of the solution. Although Unified CCE may stay up and
running, some data could be lost during its failover, or other products that depend on Unified CCE to
function properly might not be able to handle a Unified CCE failover. This section examines what
happens to other critical areas in the Unified CCE solution during and after failover.
Reporting
The Unified CCE reporting feature uses real-time, five-minute and half-hour intervals to build its
reporting database. Therefore, at the end of each five-minute and half-hour interval, each Peripheral
Gateway will gather the data it has kept locally and send it to the Call Routers. The Call Routers process
the data and send it to their local Logger and Database Servers for historical data storage. If the
deployment has the Historical Data Server (HDS) option, that data is then replicated to the HDS from
the Logger as it is written to the Logger database.
The Peripheral Gateways provide buffering (in memory and on disk) of the five-minute and half-hour
data collected by the system to handle network connectivity failures or slow network response as well
as automatic retransmission of data when the network service is restored. However, physical failure of
both Peripheral Gateways in a redundant pair can result in loss of the half-hour or five-minute data that
has not been transmitted to the Central Controller. Cisco recommends the use of redundant Peripheral
Gateways to reduce the chance of losing both physical hardware devices and their associated data during
an outage window.
When agents log out, all their reporting statistics stop. The next time the agents log in, their real-time
statistics start from zero. Typically, Unified ICM failover does not force the agents to log out; however,
it does reset their agent statistics when the Unified ICM failover is complete, but their agent desktop
functionality is restored back to its pre-failover state.
For further information, refer to the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions,
Release 7.0(0), available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm70doc/report7/index.htm
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