Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Available, if in Available state before the call. Otherwise, the
agent reverts to Not Ready.
agent reverts to Not Ready.
Wrap-up
About Agent Desktop/CTI OS Server Fail-over
If the agent desktop (CTI OS or Cisco Agent Desktop) shuts down or loses communication with CTI OS
Server, or if the CTI OS Server shuts down, the agent is logged out all Media Routing Domains supported
by the peripheral that has lost communication with ICM software.
Server, or if the CTI OS Server shuts down, the agent is logged out all Media Routing Domains supported
by the peripheral that has lost communication with ICM software.
The agent is logged in again automatically when one of the following occurs:
•
The agent desktop comes back up or resumes communication with CTI OS Server
•
The agent is connected to the backup CTI OS server
The agent Media Logout Status reports for the agent, agent skill group, agent team, and agent peripheral
show a logout reason code of 50002.
show a logout reason code of 50002.
The state to which the agent reverts after fail-over depends on the agent's state when the fail-over occurred,
as described in the following table.
as described in the following table.
Table 40 : Agent State Before and After Agent Desktop/CTI OS Server Fail-over
Agent State after Fail-over
Agent State at Fail-Over
Available
Available
Not Ready
Not Ready
Available
Reserved
Available, if in Available state before the call. Otherwise, the
agent reverts to Not Ready.
agent reverts to Not Ready.
Wrap-up
About Cisco CallManager Fail-over
If a Cisco CallManager that is not directly connected to the agent’s phone shuts down, the agent is not
affected. However, if the agent’s phone loses connectivity with its Cisco CallManager (because either
its Cisco CallManager went down or the agent’s phone restarted) or if there are network problems between
the agent’s phone and its Cisco CallManager, the agent is logged out automatically. The agent must
manually log in again once the phone has connected to the back up Cisco CallManager.
affected. However, if the agent’s phone loses connectivity with its Cisco CallManager (because either
its Cisco CallManager went down or the agent’s phone restarted) or if there are network problems between
the agent’s phone and its Cisco CallManager, the agent is logged out automatically. The agent must
manually log in again once the phone has connected to the back up Cisco CallManager.
When the agent is logged out, the agent is removed from the real-time status reports until the agent logs
back in again. The historical information restarts when the agent logs back in again. The agent Media
Logout Status reports for the agent, agent skill group, agent team, and agent peripheral show a logout
reason code of 50003. The previous state that the agent was in before the fail-over or recovery condition
is not maintained.
back in again. The historical information restarts when the agent logs back in again. The agent Media
Logout Status reports for the agent, agent skill group, agent team, and agent peripheral show a logout
reason code of 50003. The previous state that the agent was in before the fail-over or recovery condition
is not maintained.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Implications of Fail-over for Reporting
About Agent Desktop/CTI OS Server Fail-over