Cisco Cisco Unified Contact Center Management Portal 8.5 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Peripheral Gateway Design Considerations
Scenario 2: Agent PG Side A Fails
shows a failure on PG side A and a failover to PG side B. All CTI Manager and Unified CM
services continue running normally. The following conditions apply to this scenario:
•
All phones and gateways are registered with Unified CM subscriber A.
•
All phones and gateways are configured to re-home to Unified CM subscriber B (that is, B is the
backup server); however, they do not need to re-home as the primary subscriber continues to be
functional.
backup server); however, they do not need to re-home as the primary subscriber continues to be
functional.
•
Unified CM subscribers A and B are each running a local instance of CTI Manager.
•
When PG side A fails, PG side B becomes active.
•
PG side B registers all dialed numbers and phones, and call processing continues. Phones and
gateways stay registered and operational with Unified CM subscriber A; they do not fail-over.
gateways stay registered and operational with Unified CM subscriber A; they do not fail-over.
•
Agents with calls in progress will stay in progress, but with no third-party call control (conference,
transfer, and so forth) available from their agent desktop softphones. Agents that were not on calls
may notice their CTI desktop disable their agent state or third-party call control buttons on the
desktop during the failover to the B-Side PG. Once the failover is complete, the agent desktop
buttons are restored. However, the barge-in and conference calls will not be rebuilt properly, and
calls will disappear from the desktop when either of the participants drops out of the call.
transfer, and so forth) available from their agent desktop softphones. Agents that were not on calls
may notice their CTI desktop disable their agent state or third-party call control buttons on the
desktop during the failover to the B-Side PG. Once the failover is complete, the agent desktop
buttons are restored. However, the barge-in and conference calls will not be rebuilt properly, and
calls will disappear from the desktop when either of the participants drops out of the call.
•
In most cases, after a PG failover, agents whose states are Available or Wrap Up are moved to
Available. Alternatively, agents may receive a prompt to log in or to change their state from Not
Ready to Available.
Available. Alternatively, agents may receive a prompt to log in or to change their state from Not
Ready to Available.
•
When the PG fails-over, the ICM Call Router will write a Termination Call Detail Record (TCD) in
the ICM database for any active calls. If the call is still active when the PG fails-over to the other
side, a second TCD record will be written for this call as if it were a "new" call in the system and
not connected to the prior call that was recorded in the database.
the ICM database for any active calls. If the call is still active when the PG fails-over to the other
side, a second TCD record will be written for this call as if it were a "new" call in the system and
not connected to the prior call that was recorded in the database.
•
When PG side A recovers, PG side B remains active and uses the CTI Manager on Unified CM
subscriber B. The PG will not fail-back to the A-Side, and call processing will continue on the PG
Side B.
subscriber B. The PG will not fail-back to the A-Side, and call processing will continue on the PG
Side B.