Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Configuring High Availability CMS
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calls should not cut across two PGs. However, in such scenarios, the call has
to be translation routed to the target PG over trunk, which is equivalent to
routing to a PG connected to a different switch. To achieve this kind of a
routing, loop back trunks need to be provisioned on the switch and used for
routing calls to dial plan numbers of another PG.
to be translation routed to the target PG over trunk, which is equivalent to
routing to a PG connected to a different switch. To achieve this kind of a
routing, loop back trunks need to be provisioned on the switch and used for
routing calls to dial plan numbers of another PG.
When the call is routed from PG1 to PG2, the target PG2 will see the call as
an inbound call and the ICM reporting will reflect the same. To prevent
inappropriate agent behavior, the Avaya system can be programmed to block
incorrect call flows (COR and/or tenant settings). It is recommended to design
the system to avoid or minimize the call between the two PG groups.
an inbound call and the ICM reporting will reflect the same. To prevent
inappropriate agent behavior, the Avaya system can be programmed to block
incorrect call flows (COR and/or tenant settings). It is recommended to design
the system to avoid or minimize the call between the two PG groups.
Cisco mandates that trunk groups monitored by each PG be separate. If two
PGs are used to monitor the same trunk group, Unified ICM software will not
be able to understand that the feeds it gets are duplicated.
PGs are used to monitor the same trunk group, Unified ICM software will not
be able to understand that the feeds it gets are duplicated.
Other Avaya resources such as announcements, classes of restriction, CMS
reporting, recording, and so on, are not affected with dual PG implementation.
reporting, recording, and so on, are not affected with dual PG implementation.
Note:
Although two PGs can provide scalability from a Cisco Unified ICM
perspective, you should also consult Avaya about how the ACDs will handle
increased CTI traffic – taking into consideration all other applications
currently used, such as recording and virtual hold. These thresholds are
associated with a large number of CTI-enabled agents in the Avaya ACDs, not
with the fact that two PGs are being used.
increased CTI traffic – taking into consideration all other applications
currently used, such as recording and virtual hold. These thresholds are
associated with a large number of CTI-enabled agents in the Avaya ACDs, not
with the fact that two PGs are being used.
2.14. Maintaining Your Configuration
Accomplish the changes made to your configuration first on the Avaya/CMS,
then in the Unified ICM database. This will ensure that the PG sees the
configuration updates on the Avaya/CMS systems.
then in the Unified ICM database. This will ensure that the PG sees the
configuration updates on the Avaya/CMS systems.
It is imperative that the Avaya, CMS, and Unified ICM database
configurations are kept synchronized (that is, up-to-date with each other).
Inaccurate or incomplete data could result in inaccurate agent and/or call data.
configurations are kept synchronized (that is, up-to-date with each other).
Inaccurate or incomplete data could result in inaccurate agent and/or call data.
2.15. Configuring High Availability CMS
The high availability CMS configuration minimizes the down time in the
event of Avaya CMS failure. If you want to have such configuration in your
call center environment, configure the PGs as follows:
event of Avaya CMS failure. If you want to have such configuration in your
call center environment, configure the PGs as follows:
Duplex PG configuration: Both CMSs (CMS no.1 and CMS no.2)
should use both PG’s IP addresses (that is, IP addresses of PG-A and PG-
B) for connections exactly the same as they do in a single CMS
configuration. However, at any given time, only one CMS can connect to
the active PG. The other PG is always in standby mode. So if PG-B is
currently active, PG-A will be in standby mode (and vice versa).
should use both PG’s IP addresses (that is, IP addresses of PG-A and PG-
B) for connections exactly the same as they do in a single CMS
configuration. However, at any given time, only one CMS can connect to
the active PG. The other PG is always in standby mode. So if PG-B is
currently active, PG-A will be in standby mode (and vice versa).
When running the Web Setup tool, ensure that the CMS Hostname field in
the AvayaPIM Configuration pop-up menu is blank. This allows the PIM
to accept a connection from either HA CMS server. If one HA CMS
server goes down, the other will initiate a connection to the PIM on the
active PG.
the AvayaPIM Configuration pop-up menu is blank. This allows the PIM
to accept a connection from either HA CMS server. If one HA CMS
server goes down, the other will initiate a connection to the PIM on the
active PG.
Note:
Irrespective of this being a High Availability CMS configuration or
not, a CMS Data Feed failure will result in a failover from one
side of a duplexed PG to the other.
side of a duplexed PG to the other.