Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 3 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Fault Tolerance
See to the
for related architecture
information.
Cisco Unified CCX Fault Tolerance
Although Cisco Unified CCX for Cisco Unified CME only supports a single server deployment, this
solution offers some fault tolerance capabilities through other methods, as described in the following
sections:
solution offers some fault tolerance capabilities through other methods, as described in the following
sections:
•
Basic ACD
Basic ACD (B-ACD) is an application running in Cisco Unified CME that provides auto-attendant and
call distribution services for calls through the use of interactive menus and local hunt groups. It is a
package of TCL scripts and audio prompts that can be downloaded from Cisco website for a specific
Cisco Unified CME version. The menu options and the audio prompts for B-ACD can be customized for
a specific need.
call distribution services for calls through the use of interactive menus and local hunt groups. It is a
package of TCL scripts and audio prompts that can be downloaded from Cisco website for a specific
Cisco Unified CME version. The menu options and the audio prompts for B-ACD can be customized for
a specific need.
In the normal scenario, when there is an incoming call to a dial-peer in Cisco Unified CME, Cisco
Unified CCX is notified and runs the configured application for the telephony trigger. However, assume
that Cisco Unified CCX server is down for some reason so the inbound call to the dial-peer receives a
busy tone. In this case, B-ACD can be used to temporarily handle the incoming call and route the call to
the hunt group. If Cisco Unified CCX agent phones are put into the B-ACD hunt group, B-ACD can route
the incoming calls to the Cisco Unified CCX agents (without CAD running).
Unified CCX is notified and runs the configured application for the telephony trigger. However, assume
that Cisco Unified CCX server is down for some reason so the inbound call to the dial-peer receives a
busy tone. In this case, B-ACD can be used to temporarily handle the incoming call and route the call to
the hunt group. If Cisco Unified CCX agent phones are put into the B-ACD hunt group, B-ACD can route
the incoming calls to the Cisco Unified CCX agents (without CAD running).
To configure B-ACD to handle incoming calls when Cisco Unified CCX server is down, perform the
following configurations in Cisco Unified CME:
following configurations in Cisco Unified CME:
1.
Configure a low precedent voice dial-peer and set the destination-pattern and incoming
called-number fields using the CME Telephony Trigger configured for the Cisco Unified CCX
application. For example, if the Cisco Unified CCX application has the CME Telephony Trigger
8003 and its associated voice dial-peer in Cisco Unified CME has the preference of zero, the B-ACD
voice dial-peer should be as follows:
called-number fields using the CME Telephony Trigger configured for the Cisco Unified CCX
application. For example, if the Cisco Unified CCX application has the CME Telephony Trigger
8003 and its associated voice dial-peer in Cisco Unified CME has the preference of zero, the B-ACD
voice dial-peer should be as follows:
!
dial-peer voice 50001 voip
preference 5
service agentaa
destination-pattern 8003
session target ipv4:10.4.45.3
incoming called-number 8003
dtmf-relay h245-alphanumeric
codec g711ulaw
no vad
!
2.
Put the Cisco Unified CCX agent phones into the B-ACD hunt group.
3.
Use the destination-pattern in the voice dial-peer as defined in Step 1 as the pilot number for B-ACD.
After finishing this configuration, when both Cisco Unified CME and Cisco Unified CCX are running,
two voice dial-peers with the same destination-pattern but different preference will exist in Cisco
Unified CME. Cisco Unified CCX will be notified when there is an incoming call to 8003 as illustrated
in
two voice dial-peers with the same destination-pattern but different preference will exist in Cisco
Unified CME. Cisco Unified CCX will be notified when there is an incoming call to 8003 as illustrated
in
and the table that follows.