Cisco Cisco Customer Response Solution Downloads Design Guide

 summarizes the impacts from failures of particular components in the IPCC Express solution.   

The estimated downtime varies based on the number of CTI devices in use.

1.

Estimated downtime depends on the number of CTI resources in use.

Cisco CallManager 
server (CM1), with 
CTI Manager and/or 
DCD

91 seconds for 183 CTI 
devices

Application provider resource 
management transferred to CM2. 
Re-registration takes 500 msecs per 
single line device or CTI port.

Calls in progress with agents are 
not interrupted. All logged-in 
agents are automatically logged 
out, unless CM1 is the DCD. If the 
DCD fails, agents cannot log in 
again until the DCD is restored.

Cisco CallManager 
server (CM2), with 
IPCC Express route 
point and one device 
pool (PoolA)

15-20 seconds

Calls will be routed to agents with 
devices in PoolB. Callers dialing 
the route point during the 15-20 
second failover hear reorder (fast 
busy). CM3 takes on the additional 
device weight load of CM2.

Calls in progress with agents are 
not interrupted. PoolA agents are 
logged out and must wait for their 
phones to re-register to CM3 before 
logging in again.

Cisco CallManager 
server (CM3), with one 
device pool (PoolB)

None

Calls will be routed to agents with 
devices in PoolA. CM2 takes on the 
additional device weight load of 
CM3.

Calls in progress with agents are 
not interrupted. PoolB agents are 
logged out and must wait for their 
phones to re-register to CM2 before 
logging in again.