Cisco Cisco IPCC Web Option User Guide
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
Available, if in Available state before the call. Otherwise, the agent
reverts to Not Ready.
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/IPCC software.
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/IPCC 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.
peripheral 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.
occurred, 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.
reverts to Not Ready.
Wrap-up
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
128
Chapter 6: - Implications of Fail-over for Reporting
About Agent Desktop/CTI OS Server Fail-over