Cisco Cisco IP Contact Center Release 4.6.1 User Guide

down and completed before the connection is restored do not appear in reports. If the connection
between the ICM/IPCC Central Controller and the MR PG fails, the ICM/IPCC 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/IPCC Central Controller shuts down, this also affects the application instance/
Agent PG CTI 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).

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/IPCC software. ICM/IPCC 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/IPCC 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/IPCC
central controller and receive routing instructions. However, no reporting data is stored for the
tasks while the connection is down. Also, any tasks that are assigned and completed while the
connection or CTI server is down do not appear in reports. If the connection between the Agent
PG CTI server and the router shuts down or if the router shuts down, the application instance
continues to send messages to the CTI server and agent activity is tracked. However, this
information is not sent to the router until the connection or the router is restored, at which time
the cached reporting information is sent to the ICM/IPCC central controller.

Note: If the ICM/IPCC central controller shuts down, this also affects the application instance/MR
PG interface.

If the Cisco CallManager PIM shuts down, voice media routing is unavailable for agents
associated with the PIM. However, the ICM/IPCC Central Controller can continue to assign
non-voice tasks to agents associated with the PIM, and the CTI server can continue to process
messages and requests about agents associated with the PIM for non-voice Media Routing
Domains. When the connection is restored, voice media routing is available again.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)