Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 3 Design Considerations for High Availability
Understanding Failure Recovery
Figure 3-21
Redundant Unified ICM VRU PGs with Two IP IVR Servers
Unified ICM Call Router and Logger
The Unified ICM Central Controllers or Unified ICM Servers are shown in these diagrams as a single
set of redundant servers. However, depending upon the size of the implementation, they could be
deployed with multiple servers to host the following key software processes:
set of redundant servers. However, depending upon the size of the implementation, they could be
deployed with multiple servers to host the following key software processes:
•
Unified ICM Call Router
The Unified ICM Call Router is the brain of the system, and it maintains a constant memory image
of the state of all the agents, calls, and events in the system. It performs the call routing in the
system, executing the user-created Unified ICM Routing Scripts and populating the real-time
reporting feeds for the Administrative Workstation. The Call Router software runs in synchronized
execution, with both of the redundant servers running the same memory image of the current state
across the system. They keep this information updated by passing the state events between the
servers on the private LAN connection.
of the state of all the agents, calls, and events in the system. It performs the call routing in the
system, executing the user-created Unified ICM Routing Scripts and populating the real-time
reporting feeds for the Administrative Workstation. The Call Router software runs in synchronized
execution, with both of the redundant servers running the same memory image of the current state
across the system. They keep this information updated by passing the state events between the
servers on the private LAN connection.
•
Unified ICM Logger and Database Server
The Unified ICM Logger and Database Server maintain the system database for the configuration
(agent IDs, skill groups, call types, and so forth) and scripting (call flow scripts) as well as the
historical data from call processing. The Loggers receive data from their local Call Router process
(agent IDs, skill groups, call types, and so forth) and scripting (call flow scripts) as well as the
historical data from call processing. The Loggers receive data from their local Call Router process
TDM
access
143949
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
ICM A
IP IVR 1
IP IVR 2
Agent
PG A
Agent
PG B
IP IVR
group
ICM central controllers
Publisher
VRU
PG A
VRU
PG B
M
Public
network
V
IDF
switch 1
IDF
switch 2
V
Voice
gateway 1
Voice
gateway 2
T1 lines
Gatekeepers
T1 lines
Corporate
LAN
Firewall
M
M
ICM B
MDF
switch 2
switch 2