Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
4-10
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 4 Cisco Unified Contact Center Express Deployment Models
Two-Server High Availability Deployment Model—Cisco Unified Communications Manager Integration
•
Optional Components
Customers might have the following optional components deployed across the WAN from Cisco
Unified CCX/IP-IVR. Ensure to account for the additional bandwidth required in their HA over
WAN deployment.
Unified CCX/IP-IVR. Ensure to account for the additional bandwidth required in their HA over
WAN deployment.
–
Wallboard Server: Figure out the amount of data that are pulled from Cisco Unified CCX
database to the remote wallboard server.
database to the remote wallboard server.
–
Enterprise Database: Estimate the total amount of data that are retrieved through the database
steps from the remote enterprise database.
steps from the remote enterprise database.
–
SMTP Server: If the SMTP server is remote from the Cisco IP-IVR, find out the average size of
each outgoing email and calculate the total.
each outgoing email and calculate the total.
Quality of Service
Quality of service (QoS) must be enabled and engineered correctly on the network to provide
consistent and predictable end-to-end levels of service. Cisco Unified CCX software does not mark
any network packet and thus, ensure to mark the traffic at the network edge routers.
consistent and predictable end-to-end levels of service. Cisco Unified CCX software does not mark
any network packet and thus, ensure to mark the traffic at the network edge routers.
shows
the recommendation on the QoS markings for Cisco Unified CCX HA over WAN deployment.
Table 4-3
QoS Recommendation for Cisco Unified CCX HA over WAN
Deployment Considerations
Consider the followings when deploying High Availability over WAN with Cisco Unified CCX:
•
Deploy ASR/TTS server locally in each Cisco Unified CCX site
•
Setup Cisco Unified CCX to use the local Cisco Unified CM servers for both primary and secondary
in the following configurations. If this is not possible, at least the primary Cisco Unified CM server
should be local.
in the following configurations. If this is not possible, at least the primary Cisco Unified CM server
should be local.
–
AXL Serivce Provider
–
JTAPI Provider for Cisco Unified CM Telephony Subsystem
–
JTAPI Provider for Resource Manager/Contact Manager Subsystem
Note
There will be significant delays in agent login during Cisco Unified CCX failover if AXL and
JTAPI communications are made over the WAN, especially under load conditions.
JTAPI communications are made over the WAN, especially under load conditions.
•
Assign the two sets of CTI Port (one for the master and other for the standby engine) to different
device pools, regions and locations etc in the CTI Port Group
device pools, regions and locations etc in the CTI Port Group
Traffic
Recommended QoS Marking
Heartbeat and Node Manager Status Messages
IP Precedence 3 (DSCP 26 or PHB AF31)
JTAPI Call Signaling
IP Precedence 3 (DSCP 24 or PHB CS3)
Database Replication between Cisco Unified CCX
nodes
nodes
1
IP Precedence 0 (DSCP 0 or PHB BE)
1.
The database traffic may be re-prioritized to a higher priority data service (for example, IP Precedence 2 (DSCP 18 or PHB
AF21) if required by the particular business needs). An example of this is the usage of outbound dialer in Cisco Unified CCX
which relies on writing data to the Config Datastore.
AF21) if required by the particular business needs). An example of this is the usage of outbound dialer in Cisco Unified CCX
which relies on writing data to the Config Datastore.