Cisco Cisco IPCC Web Option Installation Guide

Increasing Fault Tolerance in a Unified SCCE System

This appendix provides information on how to configure Unified SCCE for enhanced fault
tolerance. For more information on designing and implementing fault tolerance in Unified SCCE
system, see the Cisco Unified Contact Center Enterprise 7.5 Solution Reference Network Design
Guide.

This chapter contains the following topics:

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How to Set Up a Recovery Number for Your Unified SCCE System

Cisco recommends setting up your system with a recovery number for fail-over situations. For
example, you might forward calls to voice mail. You might also decide to forward calls to
another CTI Route Point or dialed number that sends the call to a special recovery script on the
system.

Once you have determined an appropriate recovery number for your system, configure Call
Forward No Answer and Call Forward Busy on the CTI Route Points for the Agent/IVR
Controller and the Unified IP IVR to point to this recovery number.

Also configure the CallForward on Busy (CFB) option on your phones to point to this number
as well. You can use the Unified CM Bulk Administration Tool to do this for a group of phones,
or you can configure each line individually using the Unified CM administration Web pages.

How to Improve Failure Detection

The Agent/IVR Controller will detect a failure after two successive heartbeats are missed. You
can improve failure detection by reducing the time between heartbeats sent by the Unified CM.

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)