Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

This section describes how redundancy works in the following failure scenarios:

 shows a complete system failure or loss of network connectivity on Cisco Unified CM 

subscriber A. The CTI Manager and Cisco CallManager services were initially both active on this same 
server, and Unified CM subscriber A is the primary CTI Manager in this case. The following conditions 
apply to this scenario:

All phones and gateways are registered with Unified CM subscriber A as the primary server.

All phones and gateways are configured to re-home to Unified CM subscriber B (that is, B is the 
backup server).

Unified CM subscribers A and B are each running a separate instance of CTI Manager.

When Unified CM subscriber A or its CCM.exe process fails, all registered phones and gateways 
re-home to Unified CM subscriber B.

PG side A detects a failure and induces a failover to PG side B.

Depending on the configuration of the Peripheral in Unified ICM, the CTI OS or CAD server will 
keep the agents logged in but will "gray out" their desktop controls until the PG has completed its 
failover processing. The agents might not have to log in again but might have to manually make 
themselves "ready" or "available" to ensure they are aware that the call processing functionality has 
been restored.

143944

Publisher

(CTI Manager

and

Unified CM

) 

Subscriber 1

(CTI Manager

and

Unified CM

) 

Subscriber 2

(CTI Manager

and

Unified CM

) 

Agent PG A

Agent PG B