Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
3-12
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 3 Design Considerations for High Availability
Unified IP IVR Design Considerations
Unified IP IVR Design Considerations
The JTAPI subsystem in Unified IP IVR can establish connections with two CTI Managers. This feature
enables Unified CCE designs to add Unified IP IVR redundancy at the CTI Manager level in addition to
using the Unified ICM script to check for the availability of Unified IP IVR before sending a call to it.
Load balancing is highly recommended to ensure that all Unified IP IVRs are used in the most efficient
way.
enables Unified CCE designs to add Unified IP IVR redundancy at the CTI Manager level in addition to
using the Unified ICM script to check for the availability of Unified IP IVR before sending a call to it.
Load balancing is highly recommended to ensure that all Unified IP IVRs are used in the most efficient
way.
shows two Unified IP IVR servers configured for redundancy within one Unified CM cluster.
The Unified IP IVR group should be configured so that each server is connected to a different CTI
Manager service on different Unified CM subscribers in the cluster for load balancing and high
availability. Using the redundancy feature of the JTAPI subsystem in the Unified IP IVR server, you can
implement redundancy by adding the IP addresses or host names of two Unified CMs from the cluster.
Then, if one of the Unified CMs fails, the Unified IP IVR associated with that particular Unified CM
will fail-over to the second Unified CM.
Manager service on different Unified CM subscribers in the cluster for load balancing and high
availability. Using the redundancy feature of the JTAPI subsystem in the Unified IP IVR server, you can
implement redundancy by adding the IP addresses or host names of two Unified CMs from the cluster.
Then, if one of the Unified CMs fails, the Unified IP IVR associated with that particular Unified CM
will fail-over to the second Unified CM.
Figure 3-8
High Availability with Two Unified IP IVR Servers and One Unified CM Cluster
You can increase Unified IP IVR availability by using one of the following optional methods:
•
Call-forward-busy and call-forward-on-error features in Unified CM. This method is more
complicated, and Cisco recommends it only for special cases where a few critical CTI route points
and CTI ports absolutely must have high availability down to the call processing level in
Unified CM.
complicated, and Cisco recommends it only for special cases where a few critical CTI route points
and CTI ports absolutely must have high availability down to the call processing level in
Unified CM.
•
Unified ICM script features to check the availability of a Unified IP IVR prior to sending a call to it.
TDM
access
76606
Publisher
Sub 1
Sub 2
Unified CM
cluster
MDF
switch 1
Call control, CTI data,
IP messaging
TDM voice lines
Ethernet lines
IP messaging
TDM voice lines
Ethernet lines
Public
network
V
M
IDF
switch 1
IDF
switch 2
V
Voice
gateway 1
Voice
gateway 2
T1 lines
M
M
MDF
switch 2
switch 2
T1 lines
IP IVR 1 IP IVR 2
IP IVR group