Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Implications of Fail-over for Reporting
System fail-over affects that data that appears in IPCC WebView reports.
This section describes the effects on reporting when the following system components fail-over
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Peripheral Gateway/CTI Manager Service
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Agent Desktop/CTI OS Server
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Cisco CallManager
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Application Instance/MR PG
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Application Instance/ Agent PG CTI Server/PIM
This section contains the following:
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About Peripheral Gateway/CTI Manager Service Fail-over
If the agent’s PG (PIM or JTAPI Gateway components on the Cisco CallManager PG) shuts down or the
CTI Manager service on CallManager shuts down, the agent is momentarily logged out. The agent might
be logged in again automatically once the backup PG or CTI Manager comes into service. The agent
Media Logout Status reports for the agent, agent skill group, agent team, and agent peripheral show a
logout reason code of 50002.
CTI Manager service on CallManager shuts down, the agent is momentarily logged out. The agent might
be logged in again automatically once the backup PG or CTI Manager comes into service. The agent
Media Logout Status reports for the agent, agent skill group, agent team, and agent peripheral show a
logout reason code of 50002.
Table 39 : Agent State Before and After Peripheral Gateway/CTI Manager Service Fail-over
Agent State after Fail-over
Agent State at Fail-Over
Available
Available
Not Ready
Not Ready
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Implications of Fail-over for Reporting
About Peripheral Gateway/CTI Manager Service Fail-over