Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
3-2
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
What's New in This Chapter
What's New in This Chapter
lists the topics that are new in this chapter or that have changed significantly from previous
releases of this document.
Note
Many of the design considerations and illustrations throughout this chapter have been revised and
updated. Cisco recommends reviewing the entire chapter before designing a Unified CCE system.
updated. Cisco recommends reviewing the entire chapter before designing a Unified CCE system.
Designing for High Availability
Cisco Unified CCE is a distributed solution that uses numerous hardware and software components, and
it is important to design each system in a way that eliminates any single point of failure or that at least
addresses potential failures in a way that will impact the fewest resources in the contact center. The type
and number of resources impacted will depend on how stringent your requirements are, the budget for
fault tolerance, and which design characteristics you choose for the various Unified CCE components,
including the network infrastructure. A good Unified CCE design will be tolerant of most failures
(defined later in this section), but not all failures can be made transparent.
it is important to design each system in a way that eliminates any single point of failure or that at least
addresses potential failures in a way that will impact the fewest resources in the contact center. The type
and number of resources impacted will depend on how stringent your requirements are, the budget for
fault tolerance, and which design characteristics you choose for the various Unified CCE components,
including the network infrastructure. A good Unified CCE design will be tolerant of most failures
(defined later in this section), but not all failures can be made transparent.
Cisco Unified CCE is a solution designed for mission-critical contact centers. The successful design of
any Unified CCE deployment requires a team with experience in data and voice internetworking, system
administration, and Unified CCE application design and configuration.
any Unified CCE deployment requires a team with experience in data and voice internetworking, system
administration, and Unified CCE application design and configuration.
Note
Simplex deployments are allowed for demo, laboratory, and non-production deployments. However, all
production deployments must be deployed with redundancy for the core ICM components (Routers,
Loggers, PGs, and pre-routing gateways).
production deployments must be deployed with redundancy for the core ICM components (Routers,
Loggers, PGs, and pre-routing gateways).
Before implementing Unified CCE, use careful preparation and design planning to avoid costly upgrades
or maintenance later in the deployment cycle. Always design for the worst possible failure scenario, with
future scalability in mind for all Unified CCE sites.
or maintenance later in the deployment cycle. Always design for the worst possible failure scenario, with
future scalability in mind for all Unified CCE sites.
In summary, plan ahead and follow all the design guidelines and recommendations presented in this
guide and in the Cisco Unified Communications Solution Reference Network Design (SRND) guide,
available at
guide and in the Cisco Unified Communications Solution Reference Network Design (SRND) guide,
available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
For assistance in planning and designing your Unified CCE solution, consult your Cisco or certified
Partner Systems Engineer (SE).
Partner Systems Engineer (SE).
Table 3-1
New or Changed Information Since the Previous Release of This Document
New or Revised Topic
Described in:
Cisco Interaction Manager
Failover of CTI Manager or PG
Peripheral Interface Manager (PIM)