Cisco Cisco IPCC Web Option User Guide
If the agent is on a call when this failover or recovery condition occurs, the agent does not failover or
revert to the back up or primary Cisco CallManager until the call is disconnected. The agent might be
able to stay on the call, but does not get credit for that call within the historical reports because signaling
to the PG stops until the agent fails-over or reverts to the back up or primary Cisco CallManager. Once
the agent has connected to its back up CallManager, the agent must log in again. The previous state that
the agent was in before the fail-over or recovery condition is not maintained.
revert to the back up or primary Cisco CallManager until the call is disconnected. The agent might be
able to stay on the call, but does not get credit for that call within the historical reports because signaling
to the PG stops until the agent fails-over or reverts to the back up or primary Cisco CallManager. Once
the agent has connected to its back up CallManager, the agent must log in again. The previous state that
the agent was in before the fail-over or recovery condition is not maintained.
About Application Instance/MR PG Fail-over
If the connection between the Application Instance and MR PG shuts down or either component shuts
down, the ICM Central Controller discards all pending NEW_TASK requests received from the application.
The Application Instance waits for the connection to be restored and continues to send messages regarding
existing tasks and new tasks assigned by the Application Instance to the Agent PG CTI server. When the
connection, MR PIM, or Application Instance is restored, the Application Instance resends any pending
NEW_TASK requests for which it has not received a response from the ICM Central Controller. The
tasks that are assigned to the agent by the Application Instance while the connection is down and completed
before the connection is restored do not appear in WebView reports.
down, the ICM Central Controller discards all pending NEW_TASK requests received from the application.
The Application Instance waits for the connection to be restored and continues to send messages regarding
existing tasks and new tasks assigned by the Application Instance to the Agent PG CTI server. When the
connection, MR PIM, or Application Instance is restored, the Application Instance resends any pending
NEW_TASK requests for which it has not received a response from the ICM Central Controller. The
tasks that are assigned to the agent by the Application Instance while the connection is down and completed
before the connection is restored do not appear in WebView reports.
Note: If the Application Instance shuts down, this also affects Agent PG CTI server connections.
If the connection between the MR PIM and the ICM Central Controller shuts down or the ICM Central
Controller shuts down, the MR PIM sends a ROUTING_DISABLED message to the Application Instance
that causes the Application Instance to stop sending routing requests to the ICM Central Controller. Any
request that is sent while the connection is down is rejected with a NEW_TASK_FAILURE message.
The Application Instance continues to send messages regarding existing tasks and new tasks assigned by
the Application Instance to the Agent PG CTI server. When the connection or ICM Central Controller
is restored, the MR PIM sends the Application Instance a ROUTING_ENABLED message that causes
the Application Instance to start sending routing requests to the ICM Central Controller again. The tasks
that are assigned to the agent by the Application Instance while the connection is down and completed
before the connection is restored do not appear in reports. If the connection between the ICM Central
Controller and the MR PG fails, the ICM router deletes all pending new tasks. When the connection is
restored, the application connected to MR PG will resubmit all the tasks.
Controller shuts down, the MR PIM sends a ROUTING_DISABLED message to the Application Instance
that causes the Application Instance to stop sending routing requests to the ICM Central Controller. Any
request that is sent while the connection is down is rejected with a NEW_TASK_FAILURE message.
The Application Instance continues to send messages regarding existing tasks and new tasks assigned by
the Application Instance to the Agent PG CTI server. When the connection or ICM Central Controller
is restored, the MR PIM sends the Application Instance a ROUTING_ENABLED message that causes
the Application Instance to start sending routing requests to the ICM Central Controller again. The tasks
that are assigned to the agent by the Application Instance while the connection is down and completed
before the connection is restored do not appear in reports. If the connection between the ICM Central
Controller and the MR PG fails, the ICM router deletes all pending new tasks. When the connection is
restored, the application connected to MR PG will resubmit all the tasks.
Note: If the ICM Central Controller shuts down, this also affects the application instance/ Agent PG CTI
server interface.
server interface.
About Application Instance/Agent PG CTI Server/ PIM Fail-over
If the connection between the Application Instance and Agent PG CTI server shuts down or either
component shuts down, agents stay logged in. Tasks remain for a time, based on the task life attribute of
the MRD. If the task life expires while the connection is down, tasks are terminated with the disposition
code of 42 (DBCD_APPLICATION_PATH_WENT_DOWN).
component shuts down, agents stay logged in. Tasks remain for a time, based on the task life attribute of
the MRD. If the task life expires while the connection is down, tasks are terminated with the disposition
code of 42 (DBCD_APPLICATION_PATH_WENT_DOWN).
Note: For the E-Mail MRD, agents are not logged out automatically when the Agent PG CTI server or
connection to CTI server shuts down. Instead the E-Mail Manager continues to record agent state and
assign tasks to agents. When the connection is restored, the E-Mail Manager sends the updated agent
state information on the peripherals serviced by the Agent PG CTI server to the CTI server, which sends
the information to ICM software. ICM software attempts to recreate historical data and corrects current
agent state. If the connection or Agent PG CTI server is down for more than the time limit configured
for the MRD, reporting on tasks might be ended prematurely by ICM software and restarted with the
connection is reestablished
connection to CTI server shuts down. Instead the E-Mail Manager continues to record agent state and
assign tasks to agents. When the connection is restored, the E-Mail Manager sends the updated agent
state information on the peripherals serviced by the Agent PG CTI server to the CTI server, which sends
the information to ICM software. ICM software attempts to recreate historical data and corrects current
agent state. If the connection or Agent PG CTI server is down for more than the time limit configured
for the MRD, reporting on tasks might be ended prematurely by ICM software and restarted with the
connection is reestablished
The application instance can assign tasks to agents while the connection or CTI server is down and, if
the connection to the MR PG is up, can continue to send routing requests to the ICM central controller
the connection to the MR PG is up, can continue to send routing requests to the ICM central controller
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Implications of Fail-over for Reporting
About Application Instance/MR PG Fail-over