Cisco Cisco IP Contact Center Release 4.6.2 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, Unified ICME Node Manager restarts the IPCC Gateway PG. There is no fault
tolerance at the Unified ICME level; all call and agent state changes that occur while the PG
is inactive will be lost to Unified ICME. When Unified ICME reconnects, it receives call
and agent information for the current time period.
PG failure, Unified ICME Node Manager restarts the IPCC Gateway PG. There is no fault
tolerance at the Unified ICME level; all call and agent state changes that occur while the PG
is inactive will be lost to Unified ICME. When Unified ICME reconnects, it receives call
and agent information for the current time period.
•
IPCC Gateway PG-to-Unified ICME Connectivity Fails. If a network problem disrupts
the connection between IPCC Gateway PG and Unified ICME, the Unified ICME keeps
trying to reconnect until it is successful. When Unified ICME reconnects, it receives call and
agent information for both the current and disconnected time periods.
the connection between IPCC Gateway PG and Unified ICME, the Unified ICME keeps
trying to reconnect until it is successful. When Unified ICME reconnects, it receives call and
agent information for both the current and disconnected time periods.
•
Unified ICME Side A Fails/IPCC Gateway PG Active. If a problem occurs on the Unified
ICME side, Unified ICME will automatically fail over to its Side B; there is no disruption
in the flow of information from IPCC Gateway PG.
ICME side, Unified ICME 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 Unified CCX problems, see the Cisco CRS Servicing and
Troubleshooting Guide.
more information about Unified CCX problems, see the Cisco CRS Servicing and
Troubleshooting Guide.
An application or agent does not appear on ICM after being recreated on IPCC Express
Symptom:
In an IPCC Gateway deployment using Unified CCX, when a previously deleted application or
agent is added back to Unified CCX, the application or agent does not appear on Unified ICME.
agent is added back to Unified CCX, the application or agent does not appear on Unified ICME.
Message:
None.
Cause:
You must physically delete all records marked for deletion on Unified ICME before recreating
the records on Unified CCX.
the records on Unified CCX.
Action:
Complete the following steps before recreating the application or agent on Unified CCX:
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 for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 3: Deploying IPCC Gateway with Unified CCX
Troubleshooting in an IPCC Express Gateway Deployment