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 7 Cisco Unified Expert Advisor Option
High Availability
Call events and task events are received by the Reporting Server only at call or task termination time,
but they are received by the Expert Advisor PG at both translation routing time and call termination time.
This leads to the following conditions (refer to failure type definitions under
but they are received by the Expert Advisor PG at both translation routing time and call termination time.
This leads to the following conditions (refer to failure type definitions under
•
Hardware failover
The Reporting Server will contain no information about any calls or tasks that were active (had
started but not yet terminated) at the time of failover. In Unified ICM, however, there will be one
Termination Call Detail (TCD) record for the Expert Advisor peripheral, which will reflect data
about the call up to the point at which the failover occurred, and which will contain a status code of
27 (FAILED_SOFTWARE).
started but not yet terminated) at the time of failover. In Unified ICM, however, there will be one
Termination Call Detail (TCD) record for the Expert Advisor peripheral, which will reflect data
about the call up to the point at which the failover occurred, and which will contain a status code of
27 (FAILED_SOFTWARE).
•
Software failover
The Reporting Server will contain a complete record of any calls and tasks that were active at the
time of failover. In Unified ICM, however, there will be one TCD record for the Expert Advisor
peripheral, which will reflect data about the call up to the point at which the failover occurred, and
which will contain a status code of 27 (FAILED_SOFTWARE).
time of failover. In Unified ICM, however, there will be one TCD record for the Expert Advisor
peripheral, which will reflect data about the call up to the point at which the failover occurred, and
which will contain a status code of 27 (FAILED_SOFTWARE).
High Availability for the Configuration Database
The OAMP configuration is stored in an Informix database on the primary runtime server and is copied
via Informix's built-in replication mechanism to the backup runtime server. In this way each runtime
server can operate on its own, without the other. However, the OAMP web server runs only on the
primary runtime server. Therefore, the OAMP administration screens can be accessed only if the primary
server is running (but not necessarily active from the perspective of expert advisors and calls).
via Informix's built-in replication mechanism to the backup runtime server. In this way each runtime
server can operate on its own, without the other. However, the OAMP web server runs only on the
primary runtime server. Therefore, the OAMP administration screens can be accessed only if the primary
server is running (but not necessarily active from the perspective of expert advisors and calls).
In addition, a subset of the OAMP configuration is copied to the reporting server. The reporting server
uses this information in order to match object identifiers to customer-facing names. It also keeps a
history of configuration data so that events which took place prior to a configuration change can be
reported with the configuration that was in effect at the time the event was captured.
uses this information in order to match object identifiers to customer-facing names. It also keeps a
history of configuration data so that events which took place prior to a configuration change can be
reported with the configuration that was in effect at the time the event was captured.
Although configuration data is copied to multiple places, it is not possible to use that data as a source
for rebuilding a damaged primary server. The system administrator must perform regular backups using
the Data Recovery Framework (DRF), and restore the configuration from those backups if necessary.
for rebuilding a damaged primary server. The system administrator must perform regular backups using
the Data Recovery Framework (DRF), and restore the configuration from those backups if necessary.
High Availability for Microsoft Office Communicator Server
The federation link between Cisco Unified Presence and Microsoft Office Communications Server
(OCS) is not a redundant link. Only one Cisco Unified Presence server in a cluster may link to the OCS.
If that Cisco Unified Presence server fails or loses its connection, there is no backup path.
(OCS) is not a redundant link. Only one Cisco Unified Presence server in a cluster may link to the OCS.
If that Cisco Unified Presence server fails or loses its connection, there is no backup path.