Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco IPCC Express Solution Reference Network Design
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Chapter 2 IPCC Express in Cisco CallManager Deployment Models
Cisco CallManager Deployment Models
A significant drawback of this deployment model is the potential loss of WAN connectivity from the
CallManager site to the IPCC Express primary server site, which exposes IPCC Express to the following
problems:
CallManager site to the IPCC Express primary server site, which exposes IPCC Express to the following
problems:
•
Unavailability of a directory server for Lightweight Directory Access Protocol (LDAP)
authentication. (For example, agents, supervisors, and administrators are logged off, and the
administrator is unable to log in to IPCC Express to make configuration changes. The JTAPI
subsystem therefore becomes unavailable.)
authentication. (For example, agents, supervisors, and administrators are logged off, and the
administrator is unable to log in to IPCC Express to make configuration changes. The JTAPI
subsystem therefore becomes unavailable.)
•
No IPCC Express agents can log in.
•
Loss of all call processing services from CallManager to the IPCC Express primary server –
therefore no ACD routing or IVR call treatment services are possible.
therefore no ACD routing or IVR call treatment services are possible.
Since it may well be the case that an actual deployment may support multiple remote sites, a failure of
the WAN link between the central CallManager site and the branch site at which the IPCC Express server
resides will result in a failure of the entire virtual contact center. Contrast that with the deployment
model where both the Cisco CallManager and IPCC Express are both at the central site. In this case, a
single WAN link failure impacts only a single remote branch.
the WAN link between the central CallManager site and the branch site at which the IPCC Express server
resides will result in a failure of the entire virtual contact center. Contrast that with the deployment
model where both the Cisco CallManager and IPCC Express are both at the central site. In this case, a
single WAN link failure impacts only a single remote branch.
Multi-Site WAN Deployment Distributed Call Processing
In a distributed call processing deployment, each site has its own Cisco CallManager server clusters.
shows an example of this type of configuration.