Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
3-26
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Peripheral Gateway Design Considerations
cluster. If the phone, route point, or other device being controlled by the PG is not registered to that
specific Unified CM server in the cluster, the CTI Manager forwards that request via Unified CM SDL
links to the other Unified CM servers in the cluster. There is no need for a PG to connect to multiple
Unified CM servers in a cluster.
specific Unified CM server in the cluster, the CTI Manager forwards that request via Unified CM SDL
links to the other Unified CM servers in the cluster. There is no need for a PG to connect to multiple
Unified CM servers in a cluster.
Multiple PIM Connections to a Single Unified CM Cluster
Although the Agent PG in this document is described as typically having only one PIM process that
connects to the Unified CM cluster, the Agent PG can manage multiple PIM interfaces to the same
Unified CM cluster, which can be used to create additional peripherals within Unified CCE for two
purposes:
connects to the Unified CM cluster, the Agent PG can manage multiple PIM interfaces to the same
Unified CM cluster, which can be used to create additional peripherals within Unified CCE for two
purposes:
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Improving Failover Recovery for Customers with Large Numbers of CTI Route Points
When a Unified CCE PG fails-over, the PIM connection that was previously controlling the Unified CM
cluster is disconnected from its CTI Manager, and the duplex or redundant side of the PG will attempt
to connect it's PIM to the cluster using a different CTI Manager and Subscriber. This process requires
the new PIM connection to register for all of the devices (phones, CTI Route Points, CTI Ports, and so
forth) that are controlled by Unified CCE on the cluster. When the PIM makes these registration
requests, all of them must be confirmed by the Unified CM before the PIM can go into an active state
and process calls.
cluster is disconnected from its CTI Manager, and the duplex or redundant side of the PG will attempt
to connect it's PIM to the cluster using a different CTI Manager and Subscriber. This process requires
the new PIM connection to register for all of the devices (phones, CTI Route Points, CTI Ports, and so
forth) that are controlled by Unified CCE on the cluster. When the PIM makes these registration
requests, all of them must be confirmed by the Unified CM before the PIM can go into an active state
and process calls.
To help recover more quickly, the Unified CCE PG can have a PIM created that is dedicated to the CTI
Route Points for the customer, thus allowing this PIM to register for these devices at a rate of
approximately five per second and allowing the PIM to activate and respond to calls hitting these CTI
Route points faster than if the PIM had to wait for all of the route points, then all the agent phones, and
all the CTI ports. This dedicated CTI Route Point PIM could become active several minutes sooner and
be able to respond to new inbound calls, directing them to queuing or treatment resources while waiting
for the Agent PIM with the phones and CTI Ports to complete the registration process and become active.
Route Points for the customer, thus allowing this PIM to register for these devices at a rate of
approximately five per second and allowing the PIM to activate and respond to calls hitting these CTI
Route points faster than if the PIM had to wait for all of the route points, then all the agent phones, and
all the CTI ports. This dedicated CTI Route Point PIM could become active several minutes sooner and
be able to respond to new inbound calls, directing them to queuing or treatment resources while waiting
for the Agent PIM with the phones and CTI Ports to complete the registration process and become active.
This does not provide any additional scaling or other benefits for the design; the only purpose is to allow
Unified CM to have the calls on the CTI Route Points serviced faster by this dedicated PIM. It should
be used only with customers who have more than 250 Route Points because anything less does not
provide a reasonable improvement in recovery time. Additionally, only the CTI Route Points that would
be serviced by Unified CCE should be associated with this PIM, and it should have its own dedicated
CTI-Enabled JTAPI or PGUser specific to the CTI Route Point PIM.
Unified CM to have the calls on the CTI Route Points serviced faster by this dedicated PIM. It should
be used only with customers who have more than 250 Route Points because anything less does not
provide a reasonable improvement in recovery time. Additionally, only the CTI Route Points that would
be serviced by Unified CCE should be associated with this PIM, and it should have its own dedicated
CTI-Enabled JTAPI or PGUser specific to the CTI Route Point PIM.
Note
This configuration is not supported in the Unified System CCE model.
Scaling the Unified CCE PG Beyond 2,000 Agents per Server
In Unified CCE 7.5(x), a new feature has been enabled to allow multiple PIMs in the same physical PG
server to be used to connect either to the same Unified CM cluster or to a second Unified CM cluster.
This design reduces the physical number of PG servers required in the Unified CCE design. This is
different from the recovery strategy for multiple PIMs because both of these PIMs would be configured
with up to 2,000 concurrent agents and their related CTI Route Points and CTI Ports as needed to support
those agents. The additional PIM will create another Peripheral from the ICM's perspective, which might
server to be used to connect either to the same Unified CM cluster or to a second Unified CM cluster.
This design reduces the physical number of PG servers required in the Unified CCE design. This is
different from the recovery strategy for multiple PIMs because both of these PIMs would be configured
with up to 2,000 concurrent agents and their related CTI Route Points and CTI Ports as needed to support
those agents. The additional PIM will create another Peripheral from the ICM's perspective, which might