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 4 Cisco Unified Contact Center Express Deployment Models
Two-Server High Availability Deployment Model—Cisco Unified Communications Manager Integration
This deployment model allows the Cisco Unified CCX Engine to fail over to a backup CTI Manager if the
primary CTI Manager fails. CTI ports and CTI route points should be grouped into device pools that have
the same primary and secondary server list as those used for JTAPI communications with the CTI Managers.
primary CTI Manager fails. CTI ports and CTI route points should be grouped into device pools that have
the same primary and secondary server list as those used for JTAPI communications with the CTI Managers.
Two-Server High Availability Deployment Model—Cisco
Unified Communications Manager Integration
Unified Communications Manager Integration
The Two-Server High Availability Deployment Model—Cisco Unified CM integration is for small to
medium-sized contact centers requiring high availability. This deployment model incorporates
redundant Cisco Unified CCX Engine, Database, Recording, and Monitoring components. The Cisco
Unified CCX servers and the Cisco Unified CM servers that are running CTI Managers with which Cisco
Unified CCX communicates must be located in the same Campus LAN and the round-trip delay between
these servers should be less than 2 ms.
medium-sized contact centers requiring high availability. This deployment model incorporates
redundant Cisco Unified CCX Engine, Database, Recording, and Monitoring components. The Cisco
Unified CCX servers and the Cisco Unified CM servers that are running CTI Managers with which Cisco
Unified CCX communicates must be located in the same Campus LAN and the round-trip delay between
these servers should be less than 2 ms.
SQL Server 2000 is required for high availability as SQL Server 2000 replication services are utilized
to keep the databases synchronized.
to keep the databases synchronized.
This deployment model can support silent monitoring and recording for agents at any WAN-connected
site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility
Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring
for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model provides
redundancy for both recording and silent monitoring for all agents using desktop monitoring (regardless
of location) or agents on the local VLAN using SPAN port monitoring. This deployment model does not
incorporate additional remote Monitoring components, so silent monitoring and recording is not possible
for agents who are using the Cisco IP Phone Agent at remote sites. Similarly, silent monitoring and
recording is not possible for agents at remote sites who are using phones that do not support desktop
monitoring.
site by using desktop monitoring. (Refer the Cisco Unified CCX Software and Hardware Compatibility
Guide for a list of phones that support desktop monitoring). It can also support SPAN port monitoring
for agents on the VLAN segment local to Cisco Unified CCX server. This deployment model provides
redundancy for both recording and silent monitoring for all agents using desktop monitoring (regardless
of location) or agents on the local VLAN using SPAN port monitoring. This deployment model does not
incorporate additional remote Monitoring components, so silent monitoring and recording is not possible
for agents who are using the Cisco IP Phone Agent at remote sites. Similarly, silent monitoring and
recording is not possible for agents at remote sites who are using phones that do not support desktop
monitoring.
This deployment model allows either Cisco Unified CCX Engine component to fail over to a backup CTI
Manager if the primary server fails. CTI Ports and CTI Route Points should be grouped into device pools
that have the same primary and secondary server list as that used for JTAPI communications to the CTI
Managers.
Manager if the primary server fails. CTI Ports and CTI Route Points should be grouped into device pools
that have the same primary and secondary server list as that used for JTAPI communications to the CTI
Managers.
Note
In HA deployments, historical data comes from the database located in the standby engine node. On
newer platforms, a higher number of historical reporting sessions during operating hours is supported
for HA deployments. Refer the Configuration and Ordering Tool for the limits.
newer platforms, a higher number of historical reporting sessions during operating hours is supported
for HA deployments. Refer the Configuration and Ordering Tool for the limits.
Single-Server Non-High Availability Deployment Model—Cisco
Unified Communications Manager Express Integration
Unified Communications Manager Express Integration
As shown in
, Cisco Unified CCX integration with Cisco Unified CME supports
only the Single-Server Non-High Availability Deployment Model—Cisco Unified CME integration. In
this deployment model, the voice gateway and Cisco Unified CME can be located inside the same or
separate router platform. Cisco Unified CME and the Cisco Unified CCX server must be located in the
same campus LAN with the maximum round-trip delay less than 2 ms between them. This deployment
model places a single instance of all four Cisco Unified CCX software components on the same server.
This deployment model may use either MSDE (default) or SQL server as the database. The maximum
database size with MSDE is 2 GB.
this deployment model, the voice gateway and Cisco Unified CME can be located inside the same or
separate router platform. Cisco Unified CME and the Cisco Unified CCX server must be located in the
same campus LAN with the maximum round-trip delay less than 2 ms between them. This deployment
model places a single instance of all four Cisco Unified CCX software components on the same server.
This deployment model may use either MSDE (default) or SQL server as the database. The maximum
database size with MSDE is 2 GB.