Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
4-5
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 4 Cisco Unified Contact Center Express Deployment Models
Cisco Unified CCX General Rules for Design
Cisco Unified CCX General Rules for Design
When designing a Unified CCX deployment, the following rules apply:
•
When deploying for high availability, the Cisco Unified CCX servers must be located in the same
campus LAN and the round-trip delay between the Cisco Unified CCX servers should be less than
2 ms. The links between the Cisco Unified CCX servers must be highly available and the available
bandwidth should always be considerably higher than the load, and there should be no steady-state
congestion.
campus LAN and the round-trip delay between the Cisco Unified CCX servers should be less than
2 ms. The links between the Cisco Unified CCX servers must be highly available and the available
bandwidth should always be considerably higher than the load, and there should be no steady-state
congestion.
For additional information about LAN and campus infrastructure design, refer the Cisco Unified
Communications Solution Reference Network Design (SRND) and to Designing a Campus Network
for High Availability SRND, which are available at:
Communications Solution Reference Network Design (SRND) and to Designing a Campus Network
for High Availability SRND, which are available at:
.
Note
If the network connectivity is lost between the two Cisco Unified CCX engines, both Cisco
Unified CCX engines become active (island mode). When the network connectivity is restored,
both Cisco Unified CCX servers become inactive for a few seconds to negotiate the Cisco
Unified CCX engine mastership, and all calls in queues and receiving call treatment are lost.
Unified CCX engines become active (island mode). When the network connectivity is restored,
both Cisco Unified CCX servers become inactive for a few seconds to negotiate the Cisco
Unified CCX engine mastership, and all calls in queues and receiving call treatment are lost.
•
The Cisco Unified CM servers running CTI Managers with which Cisco Unified CCX
communicates must be located in the same campus LAN as the Cisco Unified CCX servers. The
available bandwidth for these LAN links should always be considerably higher than the load, there
should be no steady-state congestion, and the maximum round-trip delay between the servers should
be less than 2 ms. Other Cisco Unified CM nodes within the same Cisco Unified CM cluster can be
located across the WAN in a Cisco Unified CM cluster that is split over the WAN. In such
deployments, the WAN requirements that are described in Cisco Unified Communications SRND
must be satisfied.
communicates must be located in the same campus LAN as the Cisco Unified CCX servers. The
available bandwidth for these LAN links should always be considerably higher than the load, there
should be no steady-state congestion, and the maximum round-trip delay between the servers should
be less than 2 ms. Other Cisco Unified CM nodes within the same Cisco Unified CM cluster can be
located across the WAN in a Cisco Unified CM cluster that is split over the WAN. In such
deployments, the WAN requirements that are described in Cisco Unified Communications SRND
must be satisfied.
•
The Cisco Unified CME must be located in the same campus LAN as the Cisco Unified CCX server.
The available bandwidth for these LAN links should always be considerably higher than the load,
there should be no steady-state congestion, and the maximum round-trip delay between them should
be less than 2 ms.
The available bandwidth for these LAN links should always be considerably higher than the load,
there should be no steady-state congestion, and the maximum round-trip delay between them should
be less than 2 ms.
•
If recording is going to be used for a high availability deployment, the Recording component must
be redundant.
be redundant.
•
All agents for a Cisco Unified CCX deployment must be using phones that register to the same Cisco
Unified CM cluster. Calls can be received from devices and callers on another Cisco Unified CM
cluster (using inter-cluster trunks).
Unified CM cluster. Calls can be received from devices and callers on another Cisco Unified CM
cluster (using inter-cluster trunks).
•
All Cisco Unified CCX deployments must be configured using the Cisco Unified CCX
Configuration and Ordering Tool to be supported. Only the MCS 7835 and 7845 models provide
redundant power supplies, redundant fans, and redundant hot-swappable disk drives. Therefore, use
the MCS 7835 or the MCS 7845 for higher resiliency.
Configuration and Ordering Tool to be supported. Only the MCS 7835 and 7845 models provide
redundant power supplies, redundant fans, and redundant hot-swappable disk drives. Therefore, use
the MCS 7835 or the MCS 7845 for higher resiliency.
•
High availability is supported with Cisco Unified IP-IVR but not when it is used as the queuing
platform for Cisco Unified CCE.
platform for Cisco Unified CCE.
•
For a high availability deployment:
–
Cisco Unified CCX standby node must use hardware platform that has the same capacity as the
master node.
master node.
–
Cisco Unified CCX software and database versions must be the same in both the master and
standby nodes.
standby nodes.