Cisco Cisco Unified Contact Center Management Portal 8.5(2) Leaflet
3-28
Book Title
Chapter 3 Design Considerations for High Availability
agent CTI desktops to prevent the agents from attempting to use the system while their phones are
not actively registered with a Unified CM subscriber. Also, they will be "logged out" by the system
during this transition to avoid routing calls to them as well.
not actively registered with a Unified CM subscriber. Also, they will be "logged out" by the system
during this transition to avoid routing calls to them as well.
•
Call processing continues for any devices not registered to Unified CM subscriber A. Call
processing also continues for those devices on subscriber A when they are re-registered with their
backup subscriber.
processing also continues for those devices on subscriber A when they are re-registered with their
backup subscriber.
•
Calls in progress on phones registered to Unified CM subscriber A will continue; however, the agent
desktop will be disabled to prevent any conference, transfer, or other third-party call control during
the failover. After the agent disconnects the active call, that agent's phone will re-register with the
backup subscriber.
desktop will be disabled to prevent any conference, transfer, or other third-party call control during
the failover. After the agent disconnects the active call, that agent's phone will re-register with the
backup subscriber.
•
As noted above, when the Unified CM subscriber A fails, the calls in progress stay active; however,
Unified CCE loses control and track of those calls because the phone has not re-homed
(re-registered) with the backup subscriber in the cluster. In fact, the phone will not re-home until
after the current call is completed. The Unified CCE Call Router will write a Termination Call Detail
Record (TCD) in the Unified CCE database for calls that were active at the time of the subscriber
failure, with call statistics up to the time of the failure and loss of control. Any additional call
information (statistics, call wrap-up data, and so forth) will not be written to the Unified CCE
database.
Unified CCE loses control and track of those calls because the phone has not re-homed
(re-registered) with the backup subscriber in the cluster. In fact, the phone will not re-home until
after the current call is completed. The Unified CCE Call Router will write a Termination Call Detail
Record (TCD) in the Unified CCE database for calls that were active at the time of the subscriber
failure, with call statistics up to the time of the failure and loss of control. Any additional call
information (statistics, call wrap-up data, and so forth) will not be written to the Unified CCE
database.
•
When Unified CM subscriber A recovers, phones and gateways re-home to it. This re-homing can
be set up on Unified CM to gracefully return groups of phones and devices over time or to require
manual intervention during a maintenance window to minimize the impact to the call center. During
this re-homing process, the CTI Manager service will notify the Unified CCE Peripheral Gateway
of the phones being unregistered from the backup Unified CM subscriber B and re-registered with
the original Unified CM subscriber A.
be set up on Unified CM to gracefully return groups of phones and devices over time or to require
manual intervention during a maintenance window to minimize the impact to the call center. During
this re-homing process, the CTI Manager service will notify the Unified CCE Peripheral Gateway
of the phones being unregistered from the backup Unified CM subscriber B and re-registered with
the original Unified CM subscriber A.
•
Call processing continues normally after the phones and devices have returned to their original
subscriber.
subscriber.