Cisco Cisco IPCC Web Option 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
Data Network Design Considerations
Other components in the solution use other types of redundancy strategies. For example, Cisco Unified
Communications Manager (Unified CM) uses a cluster design to provide IP phones and devices with
multiple Unified CM subscribers (servers) with which to register if the primary server fails, and those
devices automatically re-home to the primary when it is restored.
Communications Manager (Unified CM) uses a cluster design to provide IP phones and devices with
multiple Unified CM subscribers (servers) with which to register if the primary server fails, and those
devices automatically re-home to the primary when it is restored.
The following sections use
as the model design to discuss issues and features that you should
consider when designing Unified CCE for high availability. These sections use a bottom-up model (from
a network model perspective, starting with the physical layer first) that divides the design into segments
that can be deployed in separate stages.
a network model perspective, starting with the physical layer first) that divides the design into segments
that can be deployed in separate stages.
Cisco recommends using only duplex (redundant) Unified CM, Unified IP IVR/Unified CVP, and
Unified ICM configurations for all Unified CCE deployments that require high availability. This chapter
assumes that the Unified CCE failover feature is a critical requirement for all deployments, therefore it
presents only deployments that use a redundant (duplex) configuration, with each Unified CM cluster
having at least one publisher and one subscriber. Additionally, where possible, deployments should
follow the best practice of having no devices, call processing, or CTI Manager Services running on the
Unified CM publisher.
Unified ICM configurations for all Unified CCE deployments that require high availability. This chapter
assumes that the Unified CCE failover feature is a critical requirement for all deployments, therefore it
presents only deployments that use a redundant (duplex) configuration, with each Unified CM cluster
having at least one publisher and one subscriber. Additionally, where possible, deployments should
follow the best practice of having no devices, call processing, or CTI Manager Services running on the
Unified CM publisher.
Data Network Design Considerations
The Unified CCE design shown in
starts from a time division multiplexing (TDM) call access
point and ends where the call reaches a Unified CCE agent. The bottom of the network infrastructure in
the design supports the Unified CCE environment for data and voice traffic. The network, including the
PSTN, is the foundation for the Unified CCE solution. If the network is poorly design to handle failures,
then everything in the call center is prone to failure because all the servers and network devices depend
on the network for communication. Therefore, the data and voice networks must be a primary part of
your solution design and must be addressed in the early stages for all Unified CCE implementations.
the design supports the Unified CCE environment for data and voice traffic. The network, including the
PSTN, is the foundation for the Unified CCE solution. If the network is poorly design to handle failures,
then everything in the call center is prone to failure because all the servers and network devices depend
on the network for communication. Therefore, the data and voice networks must be a primary part of
your solution design and must be addressed in the early stages for all Unified CCE implementations.
Note
Cisco recommends that the NIC card and ethernet switch be set to 100 MB full duplex for 10/100 links,
or set to auto-negotiate for gigabit links.
or set to auto-negotiate for gigabit links.
In addition, the choice of voice gateways for a deployment is critical because some protocols offer more
call resiliency than others. This chapter provides high-level information on how the voice gateways
should be configured for high availability with the Unified CCE solution.
call resiliency than others. This chapter provides high-level information on how the voice gateways
should be configured for high availability with the Unified CCE solution.
For more information on voice gateways and voice networks in general, refer to the Cisco Unified
Communications Solution Reference Network Design (SRND) guide, available at
Communications Solution Reference Network Design (SRND) guide, available at