Cisco Cisco Unified Contact Center Management Portal 8.5(2) Leaflet
3-54
Book Title
Chapter 3 Design Considerations for High Availability
Unified Contact Center Express Child Loses WAN Connection to Unified ICM Parent
If the WAN between the Unified Contact Center Express (CCX) child site and the Unified ICM parent
fails, the local Unified CCX system will be isolated from the parent as well as the Unified CVP voice
gateway. Calls coming into the site will no longer get treatment from the Unified CVP under control of
the Unified ICM parent, so the following functionality must be replicated locally:
fails, the local Unified CCX system will be isolated from the parent as well as the Unified CVP voice
gateway. Calls coming into the site will no longer get treatment from the Unified CVP under control of
the Unified ICM parent, so the following functionality must be replicated locally:
•
The local voice gateway must have dial peer statements to pass control of the calls to the local
Unified CM cluster if the Parent Unified CVP Call Server cannot be reached.
Unified CM cluster if the Parent Unified CVP Call Server cannot be reached.
•
Unified CCX JTAPI applications have to be mapped to these CTI route points to provide any typical
inbound call treatment, such as playing a welcome greeting or other message.
inbound call treatment, such as playing a welcome greeting or other message.
•
The application has to provide for call queueing and treatment in queue while waiting for a local
Contact Service Queue (CSQ) agent.
Contact Service Queue (CSQ) agent.
•
Any data lookup or external CTI access that is normally provided by the Parent Unified CVP or the
Parent Unified ICM must be provisioned locally to allow the agents to have full access to customer
data for call routing and screen pops.
Parent Unified ICM must be provisioned locally to allow the agents to have full access to customer
data for call routing and screen pops.
•
Any post-routing applications or transfer scripts will fail during this outage, so the Unified CCX
must be configured to handle this outage or prevent the post-route applications from being accessed.
must be configured to handle this outage or prevent the post-route applications from being accessed.
A similar failure would occur if the local Unified CVP ingress voice gateways controlled by the Parent
Unified CVP Call Server could not see the Unified ICM Parent CVP Call Servers. The local Unified CVP
gateways would be configured to fail-over to the local Unified CM (or Child Unified CVP) to route calls
to the Unified CCX agents as described above. Likewise, if the entire Unified ICM parent were to fail,
the local voice gateways controlled by the Parent Unified CVP at the sites would no longer have call
control from the Unified ICM parent, and calls would forward to the local sites for processing.
Unified CVP Call Server could not see the Unified ICM Parent CVP Call Servers. The local Unified CVP
gateways would be configured to fail-over to the local Unified CM (or Child Unified CVP) to route calls
to the Unified CCX agents as described above. Likewise, if the entire Unified ICM parent were to fail,
the local voice gateways controlled by the Parent Unified CVP at the sites would no longer have call
control from the Unified ICM parent, and calls would forward to the local sites for processing.
Unified CCE Gateway PG Fails or Cannot Communicate with Unified ICM Parent
If the Unified CCE gateway PG fails or cannot communicate with the Unified ICM parent, the local
agents are no longer seen as available to the Unified ICM parent, but the inbound calls to the site may
still be under control of the Unified ICM parent Unified CVP. In this case, the Unified ICM parent will
not know if the remote Unified CCE gateway PG has failed or if the actual Unified CCE IP-ACD has
failed locally.
agents are no longer seen as available to the Unified ICM parent, but the inbound calls to the site may
still be under control of the Unified ICM parent Unified CVP. In this case, the Unified ICM parent will
not know if the remote Unified CCE gateway PG has failed or if the actual Unified CCE IP-ACD has
failed locally.
The Unified ICM at the parent location can automatically route around this site, considering it down until
the PG comes back online and reports agent states again. Alternatively, the Unified ICM can also direct
a percentage of calls as blind transfers to the site Unified CCE or Unified CCX using the local inbound
CTI route points on Unified CM. This method would present calls with no CTI data from Unified CVP,
but it would allow the agents at the site to continue to get calls locally with their Unified CCE/CCX
system.
the PG comes back online and reports agent states again. Alternatively, the Unified ICM can also direct
a percentage of calls as blind transfers to the site Unified CCE or Unified CCX using the local inbound
CTI route points on Unified CM. This method would present calls with no CTI data from Unified CVP,
but it would allow the agents at the site to continue to get calls locally with their Unified CCE/CCX
system.
If the local Unified CCE or Unified CCX child system were to fail, the Unified CCE gateway PG would
not be able to connect to it, and the Unified ICM parent would then consider all of the agents to be
off-line and not available. If calls were sent to the local Unified CM while the child Unified CCE or
Unified CCX system was down, the call-forward-on-failure processing would take over the call for the
CTI route point. This method would redirect the call to another site or an answering resource to play a
message telling the caller there was an error and to call again later.
not be able to connect to it, and the Unified ICM parent would then consider all of the agents to be
off-line and not available. If calls were sent to the local Unified CM while the child Unified CCE or
Unified CCX system was down, the call-forward-on-failure processing would take over the call for the
CTI route point. This method would redirect the call to another site or an answering resource to play a
message telling the caller there was an error and to call again later.