Cisco Cisco Unified Contact Center Management Portal 8.5(2) Release Note
Chapter 3 Design Considerations for High Availability
Cisco Unified Contact Center Enterprise 8.x SRND
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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.
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.
Parent/Child Reporting and Configuration Impacts
During any time that the Unified CCE child is disconnected from the Unified ICM parent, the local IP-
ACD is still collecting reporting data and allows local users to make changes to the child routing scripts
and configuration. The Unified CCE gateway PG at the child site will cache these objects and store them in
memory (and eventually to disk) to be sent later to the Unified ICM parent when it is available. This
functionality is available only if the Unified CCE gateway PG is co-located at the child Unified CCE site.
ACD is still collecting reporting data and allows local users to make changes to the child routing scripts
and configuration. The Unified CCE gateway PG at the child site will cache these objects and store them in
memory (and eventually to disk) to be sent later to the Unified ICM parent when it is available. This
functionality is available only if the Unified CCE gateway PG is co-located at the child Unified CCE site.
Other Considerations for the Parent/Child Model
Multichannel components such as EIM/WIM and Unified Outbound Option may be installed only at the
child Unified CCE level, not at the parent. They are treated as nodal implementations on a site-by-site
basis.
child Unified CCE level, not at the parent. They are treated as nodal implementations on a site-by-site
basis.
Other Considerations for High Availability
A Unified CCE failover can affect other parts of the solution. Although Unified CCE may stay up and
running, some data could be lost during its failover, or other products that depend on Unified CCE to
function properly might not be able to handle a Unified CCE failover. This section examines what happens
to other critical areas in the Unified CCE solution during and after failover.
running, some data could be lost during its failover, or other products that depend on Unified CCE to
function properly might not be able to handle a Unified CCE failover. This section examines what happens
to other critical areas in the Unified CCE solution during and after failover.
Reporting
The Unified CCE reporting feature uses real-time, five-minute and reporting interval (15 or 30 minute) data
to build its reporting database. Therefore, at the end of each five-minute and reporting interval (15 or 30
minute), each Peripheral Gateway will gather the data it has kept locally and send it to the Call Routers.
The Call Routers process the data and send it to their local Logger for historical data storage. That data is
then replicated to the HDS database from the Logger as it is written to the Logger database.
to build its reporting database. Therefore, at the end of each five-minute and reporting interval (15 or 30
minute), each Peripheral Gateway will gather the data it has kept locally and send it to the Call Routers.
The Call Routers process the data and send it to their local Logger for historical data storage. That data is
then replicated to the HDS database from the Logger as it is written to the Logger database.
The Peripheral Gateways provide buffering (in memory and on disk) of the five-minute and reporting
interval (15 or 30 minute) data collected by the system to handle network connectivity failures or slow
network response as well as automatic retransmission of data when the network service is restored.
However, physical failure of both Peripheral Gateways in a redundant pair can result in loss of the half-
hour or five-minute data that has not been transmitted to the Central Controller. Use redundant Peripheral
Gateways to reduce the chance of losing both physical hardware devices and their associated data during an
outage window.
interval (15 or 30 minute) data collected by the system to handle network connectivity failures or slow
network response as well as automatic retransmission of data when the network service is restored.
However, physical failure of both Peripheral Gateways in a redundant pair can result in loss of the half-
hour or five-minute data that has not been transmitted to the Central Controller. Use redundant Peripheral
Gateways to reduce the chance of losing both physical hardware devices and their associated data during an
outage window.
When agents log out, all their reporting statistics stop. The next time the agents log in, their real-time
statistics start from zero. Typically, Central Controller failover does not force the agents to log out or reset
their statistics; however, if the PG fails-over, their agent statistics are reset because the PIM and OPC
processes that maintain these values in memory are restarted. If the CTI OS or CAD servers do not fail-
over or restart, the agent desktop functionality is restored to its pre-failover state.
statistics start from zero. Typically, Central Controller failover does not force the agents to log out or reset
their statistics; however, if the PG fails-over, their agent statistics are reset because the PIM and OPC
processes that maintain these values in memory are restarted. If the CTI OS or CAD servers do not fail-
over or restart, the agent desktop functionality is restored to its pre-failover state.