Cisco Cisco IPCC Web Option Leaflet
7-20
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
High Availability
High Availability for the Reporting Server
The reporting server is always simplexed and always listening to reporting events from both runtime
servers. There is little likelihood that conflicting events will be received because, at any given time, one
call is under the control of one runtime server. If conflicting events ever do occur, database triggers
automatically prevent them from entering the database.
servers. There is little likelihood that conflicting events will be received because, at any given time, one
call is under the control of one runtime server. If conflicting events ever do occur, database triggers
automatically prevent them from entering the database.
If the reporting server fails or goes out of service for any reason, reporting events are automatically
buffered within the runtime server. The size of this buffer space is configurable, and currently the default
of 2 Gbytes is the recommended size. This is enough to support several days of normal operation. If it
runs out, however, calls continue to be processed normally but newly arriving reporting events will be
lost.
buffered within the runtime server. The size of this buffer space is configurable, and currently the default
of 2 Gbytes is the recommended size. This is enough to support several days of normal operation. If it
runs out, however, calls continue to be processed normally but newly arriving reporting events will be
lost.
Handling of Reporting Events During Failover
Expert advisor state change events with respect to various assignment queues are continually received
by the reporting server. These events are not affected by a runtime server failover; the reporting server
will simply continue receiving them from the backup runtime server.
by the reporting server. These events are not affected by a runtime server failover; the reporting server
will simply continue receiving them from the backup runtime server.
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.