Cisco Cisco IPCC Web Option Leaflet
3-25
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Peripheral Gateway Design Considerations
Figure 3-15
Unified CCE Unified Outbound Option
The system can support multiple dialers across the enterprise, all of which are under control of the
central Campaign Manager software. Although they do not function as a redundant or duplex pair the
way a Peripheral Gateway does, with a pair of dialers under control of the Campaign Manager, a failure
of one of the dialers can be handled automatically and calls will continue to be placed and processed by
the surviving dialer. Any calls that were already connected to agents would remain connected and would
experience no impact from the failure.
central Campaign Manager software. Although they do not function as a redundant or duplex pair the
way a Peripheral Gateway does, with a pair of dialers under control of the Campaign Manager, a failure
of one of the dialers can be handled automatically and calls will continue to be placed and processed by
the surviving dialer. Any calls that were already connected to agents would remain connected and would
experience no impact from the failure.
In all deployments, the Dialers are co-resident on the Unified CCE Peripheral Gateway for Unified CM.
In Unified System CCE 7.5(x), the Outbound Controller can be installed on the Agent Controller as well
to reduce the number of servers required in the System deployment model.
In Unified System CCE 7.5(x), the Outbound Controller can be installed on the Agent Controller as well
to reduce the number of servers required in the System deployment model.
Recommendations for high availability:
•
Deploy the Media Routing Peripheral Gateways in duplex pairs.
•
Deploy multiple Dialers with one per side of the Duplex Unified CCE Peripheral Gateway, and make
use of them in the Campaign Manager to allow for automatic fault recovery to a second Dialer in
the event of a failure. There are two options with multiple Dialers: a second Dialer can be configured
with the same number of ports (100% redundancy), or the ports can be split across the two Dialers
since they operate independently and would both be active at the same time. In designs with a small
number of Dialer ports, splitting them can impact the performance of the campaign.
use of them in the Campaign Manager to allow for automatic fault recovery to a second Dialer in
the event of a failure. There are two options with multiple Dialers: a second Dialer can be configured
with the same number of ports (100% redundancy), or the ports can be split across the two Dialers
since they operate independently and would both be active at the same time. In designs with a small
number of Dialer ports, splitting them can impact the performance of the campaign.
•
Deploy redundant voice gateways for outbound dialing to ensure that the dialers have enough
available trunks to place calls in the event of a voice gateway failure. In some instances where
outbound is the primary application, these gateways would be dedicated to outbound calling only.
available trunks to place calls in the event of a voice gateway failure. In some instances where
outbound is the primary application, these gateways would be dedicated to outbound calling only.
Peripheral Gateway Design Considerations
The Agent PG uses the Unified CM CTI Manager process to communicate with the Unified CM cluster,
with a single Peripheral Interface Manager (PIM) controlling agent phones and CTI route points
anywhere in the cluster. The Peripheral Gateway PIM process registers with CTI Manager on one of the
Unified CM servers in the cluster, and the CTI Manager accepts all JTAPI requests from the PG for the
with a single Peripheral Interface Manager (PIM) controlling agent phones and CTI route points
anywhere in the cluster. The Peripheral Gateway PIM process registers with CTI Manager on one of the
Unified CM servers in the cluster, and the CTI Manager accepts all JTAPI requests from the PG for the
MR PG
PSTN
Unified CM
Agent
Desktop
ODBC
V
188801
Logger
M
Import
Campaign
manager
SQL Server
2000/2005
Dialer
EMT
EMT
Administrative
Workstation
MR PG
CCE PG
IPCC PIM
CTI/CTIOS
IPCC PIM
Cisco Voice
Gateway
TCP/IP
TCP/IP
TCP/IP
SCCP / VIP30
Virtual IP Phones