Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Unified IP IVR Design Considerations
Unified IP IVR High Availability Using Unified CM
You can implement Unified IP IVR port high availability by using any of the following call-forward
features in Unified CM:
features in Unified CM:
•
Forward Busy — forwards calls to another port or route point when Unified CM detects that the port
is busy. This feature can be used to forward calls to another resource when a Unified IP IVR CTI
port is busy due to a Unified IP IVR application problem, such as running out of available CTI ports.
is busy. This feature can be used to forward calls to another resource when a Unified IP IVR CTI
port is busy due to a Unified IP IVR application problem, such as running out of available CTI ports.
•
Forward No Answer — forwards calls to another port or route point when Unified CM detects that
a port has not picked up a call within the timeout period set in Unified CM. This feature can be used
to forward calls to another resource when a Unified IP IVR CTI port is not answering due to a
Unified IP IVR application problem.
a port has not picked up a call within the timeout period set in Unified CM. This feature can be used
to forward calls to another resource when a Unified IP IVR CTI port is not answering due to a
Unified IP IVR application problem.
•
Forward on Failure — forwards calls to another port or route point when Unified CM detects a port
failure caused by an application error. This feature can be used to forward calls to another resource
when a Unified IP IVR CTI port is busy due to a Unified CM application error.
failure caused by an application error. This feature can be used to forward calls to another resource
when a Unified IP IVR CTI port is busy due to a Unified CM application error.
Note
When using the call forwarding features to implement high availability of Unified IP IVR ports, avoid
creating a loop in the event that all the Unified IP IVR servers are unavailable. Basically, do not establish
a path back to the first CTI port that initiated the call forwarding.
creating a loop in the event that all the Unified IP IVR servers are unavailable. Basically, do not establish
a path back to the first CTI port that initiated the call forwarding.
Unified IP IVR High Availability Using Unified ICM Call Flow Routing
Scripts
Scripts
You can implement Unified IP IVR high availability through Unified ICM call flow routing scripts. You
can prevent calls from queuing to an inactive Unified IP IVR by using the Unified ICM scripts to check
the Unified IP IVR Peripheral Status before sending the calls to it. For example, you can program a
Unified ICM script to check if the Unified IP IVR is active by using an IF node or by configuring a
Translation Route to the Voice Response Unit (VRU) node (by using the consider if field) to select the
Unified IP IVR with the most idle ports to distribute the calls evenly on a call-by-call basis. This method
can be modified to load-balance ports across multiple Unified IP IVRs, and it can address all of the
Unified IP IVRs on the cluster in the same Translation Route or Send to VRU node.
can prevent calls from queuing to an inactive Unified IP IVR by using the Unified ICM scripts to check
the Unified IP IVR Peripheral Status before sending the calls to it. For example, you can program a
Unified ICM script to check if the Unified IP IVR is active by using an IF node or by configuring a
Translation Route to the Voice Response Unit (VRU) node (by using the consider if field) to select the
Unified IP IVR with the most idle ports to distribute the calls evenly on a call-by-call basis. This method
can be modified to load-balance ports across multiple Unified IP IVRs, and it can address all of the
Unified IP IVRs on the cluster in the same Translation Route or Send to VRU node.
In Unified System CCE, the System PG automatically performs the Translation Route to VRU function
when a routing script requests for a call to be queued or a message to be played to the caller. The System
PG load-balances the call across all available IP IVRs configured in the Unified System CCE.
when a routing script requests for a call to be queued or a message to be played to the caller. The System
PG load-balances the call across all available IP IVRs configured in the Unified System CCE.
Note
All calls at the Unified IP IVR are dropped if the Unified IP IVR server itself fails. It is important to
distribute calls across multiple Unified IP IVR servers to minimize the impact of such a failure. In
Unified IP IVR Release 4.0(x), there is a default script to handle cases where the Unified IP IVR loses
the link to the IVR Peripheral Gateway, so that the calls are not lost.
distribute calls across multiple Unified IP IVR servers to minimize the impact of such a failure. In
Unified IP IVR Release 4.0(x), there is a default script to handle cases where the Unified IP IVR loses
the link to the IVR Peripheral Gateway, so that the calls are not lost.