Cisco Unified Contact Center Enterprise Solution Reference ...

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Other Considerations for High Availability Other Considerations for the Parent/Child Model 3-50 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 OL-8669-05
OL-8669-05 CHAPTER Unified Contact Center Enterprise Desktop Cisco Unified Contact Center Enterprise 7.x SRND 4 The Cisco Unified Contact Center Enterprise (CCE) solution delivers a comprehensive set of desktop applications and services. This chapter covers the following major topics related to those desktop applications and services: Desktop Components, page 4-1 Desktop Solutions, page 4-6 Desktop Components Deployment Considerations, page 4-16 References to Additional Desktop Information, page 4-27 The desktop applications themselves typically run on Agent, Supervisor, or Admin workstations. Services supporting the desktop applications typically run on the CCE Peripheral Gateway (PG) server. Within the CCE deployment, there may be one or more PG systems, and for each PG there is one set of active desktop services, which includes the CTI Object Server (CTI OS) and the Cisco Agent Desktop Base Services (for Cisco Agent Desktop deployments). Figure 4-1 depicts the components within a CCE deployment that support the various desktop applications. 4-1
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