Cisco Cisco IP Contact Center Release 4.6.2 Leaflet

Cisco Interaction Manager supports clustered deployments. This ensures high availability and 
performance via transparent replication, load balancing, and failover. The following key methods are 
available for handling failure conditions within a Cisco Interaction Manager and Unified CCE integrated 
deployment:

Implementing multiple Web/App servers. If the primary server goes down, the load balancer can 
help handle the failure through routing requests to alternate Web/App servers. The load balancer 
detects application server failure and redirects requests to another application server, after which a 
new user session will be created and users will have to login in again to the Cisco Interaction 
Manager.

Allowing servers to be dynamically added or removed from the online cluster to accommodate 
external changes in demand or internal changes in infrastructure.

Allowing Cisco Interaction Manager services to fail-over with duplexed Unified CCE components 
(for example, MR PIM and Agent PIM of the MR PG and Agent PG, respectively) to eliminate 
downtime of the application in failure circumstances.

The single points of failure in Cisco Interaction Manager include the following.

The primary Web/App server of Cisco Interaction Manager going down (This is the centralized 
server for JMS message exchange.)

The Services server going down

The Database server going down

The Cisco Unified Outbound Option provides the ability for Unified CCE to place calls on behalf of 
agents to customers based upon a predefined campaign. The major components of the Unified Outbound 
Option are (see 

):

Outbound Option Campaign Manager — A software module that manages the dialing lists and rules 
associated with the calls to be placed. This software is loaded on the Logger Side A platform and is 
not redundant; it can be loaded and active on only Logger A of the duplex pair of Loggers in the 
Unified CCE system.

Outbound Option Dialer — A software module that performs the dialing tasks on behalf of the 
Campaign Manager. In Unified CCE, the Outbound Option Dialer emulates a set of IP phones for 
Unified CM to make the outbound calls, and it detects the called party and manages the interaction 
tasks with the CTI OS server to transfer the call to an agent. It also interfaces with the Media 
Routing Peripheral Gateway, and each Dialer has its own peripheral interface manager (PIM) on the 
Media Routing Peripheral Gateway.

Media Routing Peripheral Gateway — A software component that is designed to accept route 
requests from "non-inbound voice" systems such as the Unified Outbound Option or the 
Multi-Channel products. In the Unified Outbound Option solution, each Dialer communicates with 
its own peripheral interface manager (PIM) on the Media Routing Peripheral Gateway.