Cisco Cisco IPCC Web Option User Guide

Implications of Fail-over for Reporting

System fail-over affects 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 topics:

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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.

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