Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 2 Cisco Unified Contact Center Express Solution Architecture
Unified CCX Fault Tolerance
changes on the active Database server. Once the off-line Database server is back in service, you can
"activate" the configuration data store component on that Database server during off-peak hours as the
whole active database configuration data store data will get synchronized.
"activate" the configuration data store component on that Database server during off-peak hours as the
whole active database configuration data store data will get synchronized.
Network Partitioning
When the network is partitioned (split into two or more islands), every island elects its own set of
masters. When the partition is restored, all masters are dropped, therefore all calls receiving call
treatment or in queue are dropped, and a new election process is iniitiated. As a result of this new
election, the Database Publisher is elected as a master for the ADS, RDS, and HDS. It is not specified
which Engine or CDS becomes the master.
masters. When the partition is restored, all masters are dropped, therefore all calls receiving call
treatment or in queue are dropped, and a new election process is iniitiated. As a result of this new
election, the Database Publisher is elected as a master for the ADS, RDS, and HDS. It is not specified
which Engine or CDS becomes the master.
Monitoring and Recording Redundancy
Unified CCX supports up to six servers running the Monitoring component. Five of these servers can
provide SPAN port monitoring service. The first Monitoring component must be installed on a server
that is running the Recording component. If there is a second server running a Recording Component, a
Monitoring component has to be installed on that second server as well, but SPAN port Monitoring is
supported only on one of these two servers. These two servers running the Monitoring service are
sometimes considered as one “monitoring domain.” The other four monitoring components are typically
for SPAN port monitoring for agents at remote sites. When configuring a phone with SPAN port
monitoring, only one SPAN port monitoring server can be assigned to this phone. There is no redundancy
when desktop Monitoring is used.
provide SPAN port monitoring service. The first Monitoring component must be installed on a server
that is running the Recording component. If there is a second server running a Recording Component, a
Monitoring component has to be installed on that second server as well, but SPAN port Monitoring is
supported only on one of these two servers. These two servers running the Monitoring service are
sometimes considered as one “monitoring domain.” The other four monitoring components are typically
for SPAN port monitoring for agents at remote sites. When configuring a phone with SPAN port
monitoring, only one SPAN port monitoring server can be assigned to this phone. There is no redundancy
when desktop Monitoring is used.
When desktop monitoring, CAD forwards the RTP stream to CSD. But a server running the Monitoring
component is still required in order to set up the media stream. Any one of the six monitoring servers
could be chosen for this purpose. If one or multiple Monitoring components fail, desktop monitoring will
still work, as long as one server running the Monitoring component is still available in the CRS cluster.
component is still required in order to set up the media stream. Any one of the six monitoring servers
could be chosen for this purpose. If one or multiple Monitoring components fail, desktop monitoring will
still work, as long as one server running the Monitoring component is still available in the CRS cluster.
It is possible to configure and enable both SPAN port monitoring and desktop monitoring for a phone.
However, only one method is used at any time for that phone. If both SPAN port monitoring and desktop
monitoring are configured correctly, desktop monitoring is chosen. If desktop monitoring fails, SPAN
port monitoring is used as a backup. Please refer to the Cisco Desktop Administrator User’s Guide for
more information.
However, only one method is used at any time for that phone. If both SPAN port monitoring and desktop
monitoring are configured correctly, desktop monitoring is chosen. If desktop monitoring fails, SPAN
port monitoring is used as a backup. Please refer to the Cisco Desktop Administrator User’s Guide for
more information.
When deploying with High Availability and agent call recording, two physical servers running
Recording components must be deployed. The two physical Recording servers work as a single logical
Recording server (a "recording domain") and recording tasks are load balanced in a round robin fashion
across the two physical Recording Servers. An Unified CCX deployment only supports one "recording
domain." The actual call recordings are stored only on the disk of the physical Recording component
server where the recording task took place. Therefore, if a Recording server fails, the Supervisor will be
unable to playback those recordings on the failed Recording server until that Recording server is
operational again.
Recording components must be deployed. The two physical Recording servers work as a single logical
Recording server (a "recording domain") and recording tasks are load balanced in a round robin fashion
across the two physical Recording Servers. An Unified CCX deployment only supports one "recording
domain." The actual call recordings are stored only on the disk of the physical Recording component
server where the recording task took place. Therefore, if a Recording server fails, the Supervisor will be
unable to playback those recordings on the failed Recording server until that Recording server is
operational again.
The two servers where the Recording components are running also serve as a backup for each other. In
order to function properly during a period when one of the servers fails, the two Recording servers must
be sized to be capable of supporting all recording for the Unified CCX cluster. For example, under
normal operations, a large call center may be setup to handle 40 recording sessions on each Recording
component (for a total of 80 simultaneous call recordings). If either server with a Recording component
were to fail, the other server would be capable of providing 80 simultaneous call recordings—thus no
loss in recording capacity. The Unified CCX Configuration & Ordering tool takes into account this type
of failover in the sizing of hardware resources for agent call recording.
order to function properly during a period when one of the servers fails, the two Recording servers must
be sized to be capable of supporting all recording for the Unified CCX cluster. For example, under
normal operations, a large call center may be setup to handle 40 recording sessions on each Recording
component (for a total of 80 simultaneous call recordings). If either server with a Recording component
were to fail, the other server would be capable of providing 80 simultaneous call recordings—thus no
loss in recording capacity. The Unified CCX Configuration & Ordering tool takes into account this type
of failover in the sizing of hardware resources for agent call recording.