Cisco Cisco IPCC Web Option Design Guide

The parent/child model does not allow the child Unified CCE systems to use a local CVP at the child 
level. Only the parent can use CVP to perform network queuing across the entire system. Multi-channel 
components such as Cisco Email Manager or Web Collaboration 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.

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.

The Unified CCE reporting feature uses real-time, five-minute and half-hour intervals to build its 
reporting database. Therefore, at the end of each five-minute and half-hour interval, 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 and Database Servers for historical data storage. If the 
deployment has the Historical Data Server (HDS) option, that data is then replicated to the HDS 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 half-hour 
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. Cisco recommends the use of 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, Unified ICM failover does not force the agents to log out; however, 
it does reset their agent statistics when the Unified ICM failover is complete, but their agent desktop 
functionality is restored back to its pre-failover state.

For further information, refer to the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions, 
available at