Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

The following describes IPCC Gateway PG recovery in three different failure scenarios:

•

IPCC Gateway PG Fails/CRS Server Active. If a software problem causes IPCC Gateway
PG failure, ICM Node Manager restarts the IPCC Gateway PG. There is no fault tolerance
at the ICM level; all call and agent state changes that occur while the PG is inactive will be
lost to the ICM. When ICM reconnects, it receives call and agent information for the current
time period.

•

IPCC Gateway PG-to-ICM Connectivity Fails. If a network problem disrupts the connection
between IPCC Gateway PG and ICM, the ICM keeps trying to reconnect until it is successful.
When ICM reconnects, it receives call and agent information for both the current and
disconnected time periods.

•

ICM Side A Fails/IPCC Gateway PG Active. If a problem occurs on the ICM side, ICM
will automatically fail over to its Side B; there is no disruption in the flow of information
from IPCC Gateway PG.

Troubleshooting in an IPCC Express Gateway Deployment

This section provides help in correcting problems specific to IPCC Gateway deployments. For
more information about IPCC Express problems, see the  Cisco CRS Servicing and
Troubleshooting Guide.

An application or agent does not appear on ICM after being recreated on IPCC Express

In an IPCC Gateway deployment using IPCC Express, when a previously deleted application
or agent is added back to IPCC Express, the application or agent does not appear on ICM.

None.

You must physically delete all records marked for deletion on Cisco ICM before recreating the
records on IPCC Express.

Complete the following steps before recreating the application or agent on IPCC Express:

1. On the Cisco ICM AW Configuration Manager, select ICM > Administration > Deleted

objects.

2. Delete the records marked for deletion.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)