Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet

Note that, if two Unified Expert Advisor clusters share the same Cisco Unified Presence cluster, both 
will import the same set of Cisco Unified Presence users. Functionally it would be safe to configure them 
all as expert advisors on both Unified Expert Advisor clusters, but doing so causes reporting and 
statistical irregularities because each advisor will be counted as two agents in Unified ICM. Therefore, 
it is important to partition the Cisco Unified Presence user list manually within Unified Expert Advisor 
so that one set of users is configured as expert advisors in one Unified Expert Advisor cluster and the 
other set of users is configured as expert advisors in the other Unified Expert Advisor cluster.

The Cisco Unified Presence 6.x may be deployed in a number of different ways with respect to both 
Cisco Unified Presence and Cisco Unified CM clustering. This section describes the degree to which 
Unified Expert Advisor supports each scenario.

Cisco Unified Presence 6.x and 7.x generally support a cluster configuration that consists of a publisher 
server and a subscriber server. Clients may be logged in to either server, and messaging flows between 
them as required. During an outage, it is possible for either the publisher or the subscriber to fail, leaving 
the other server to handle the full load. With Cisco Unified Presence 6.x, Cisco Unified Personal 
Communicator clients that are logged into the failed server do not automatically fail-over to the 
surviving server; and the user must explicitly log out and log in again. With Cisco Unified Presence 7.x, 
the Cisco Unified Personal Communicator clients are able to do this automatically.

Unified Expert Advisor, however, does not automatically fail-over to the surviving Cisco Unified 
Presence server. It allows the address of only one Cisco Unified Presence server to be configured; and 
if that server fails, then Unified Expert Advisor takes itself out of service until the failed server is 
restored.

ICM

Routing

Script

Unified Expert

Advisor

Cluster A

Ex

per

ts

 A

-M

187485

Ex

pe

rts A-

M

Ex

per

ts

 N

-Z

Ex

pe

rts N

-Z

Unified Expert

Advisor

Cluster B