Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise
A similar failure would occur if the local Unified CVP ingress voice gateways controlled by the Parent
CVP Call Server could not see the Unified ICM Parent CVP Call Servers. The local Unified CVP
gateways would be configured to fail-over to the local Unified CM (or Child CVP) to route calls to the
Unified CCE agents as described above. Likewise, if the entire Unified ICM parent were to fail, the local
voice gateways controlled by the Parent CVP at the sites would no longer have call control from the
Unified ICM parent, and calls would forward to the local sites for processing.
CVP Call Server could not see the Unified ICM Parent CVP Call Servers. The local Unified CVP
gateways would be configured to fail-over to the local Unified CM (or Child CVP) to route calls to the
Unified CCE agents as described above. Likewise, if the entire Unified ICM parent were to fail, the local
voice gateways controlled by the Parent CVP at the sites would no longer have call control from the
Unified ICM parent, and calls would forward to the local sites for processing.
Unified CCE Gateway PG Fails or Cannot Communicate with Unified ICM Parent
If the Unified CCE gateway PG fails or cannot communicate with the Unified ICM parent, the local
agents are no longer seen as available to the Unified ICM parent, but the inbound calls to the site may
still be under control of the Unified ICM parent CVP. In this case, the Unified ICM parent will not know
if the remote Unified CCE gateway PG has failed or if the actual Unified CCE IP-ACD has failed locally.
agents are no longer seen as available to the Unified ICM parent, but the inbound calls to the site may
still be under control of the Unified ICM parent CVP. In this case, the Unified ICM parent will not know
if the remote Unified CCE gateway PG has failed or if the actual Unified CCE IP-ACD has failed locally.
The Unified ICM at the parent location can automatically route around this site, considering it down
until the PG comes back online and reports agent states again. Alternatively, the Unified ICM can also
direct a percentage of calls as blind transfers to the site Unified CCE IP-ACD using the local inbound
CTI route points on the Unified CM. This method would present calls with no CTI data from the CVP,
but it would allow the agents at the site to continue to get calls locally with their Unified CCE system.
until the PG comes back online and reports agent states again. Alternatively, the Unified ICM can also
direct a percentage of calls as blind transfers to the site Unified CCE IP-ACD using the local inbound
CTI route points on the Unified CM. This method would present calls with no CTI data from the CVP,
but it would allow the agents at the site to continue to get calls locally with their Unified CCE system.
If the local Unified CCE child system were to fail, the Unified CCE gateway PG would not be able to
connect to it, and the Unified ICM parent would then consider all of the agents as being off-line and not
available. If calls were sent to the local Unified CM while the child Unified CCE system was down, the
call-forward-on-failure processing would take over the call for the CTI route point. This method would
redirect the call to another site or an answering resource to play a message telling the caller there was
an error and to call again later.
connect to it, and the Unified ICM parent would then consider all of the agents as being off-line and not
available. If calls were sent to the local Unified CM while the child Unified CCE system was down, the
call-forward-on-failure processing would take over the call for the CTI route point. This method would
redirect the call to another site or an answering resource to play a message telling the caller there was
an error and to call again later.
Parent/Child Reporting and Configuration Impacts
During any time that the Unified CCE child is disconnected from the Unified ICM parent, the local
IP-ACD is still collecting reporting data and allows local users to make changes to the child routing
scripts and configuration. The Unified CCE gateway PG at the child site will cache these objects and
store them in memory (and eventually to disk) to be sent later to the Unified ICM parent when it is
available. This functionality is available only if the Unified CCE gateway PG is co-located at the child
Unified CCE site.
IP-ACD is still collecting reporting data and allows local users to make changes to the child routing
scripts and configuration. The Unified CCE gateway PG at the child site will cache these objects and
store them in memory (and eventually to disk) to be sent later to the Unified ICM parent when it is
available. This functionality is available only if the Unified CCE gateway PG is co-located at the child
Unified CCE site.
Other Considerations for the Parent/Child Model
Multi-channel components such as Cisco Email Manager, Web Collaboration or EIM/WIM, 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.
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.