Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía De Diseño
3-3
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 3 Design Considerations for High Availability
Designing for High Availability
Figure 3-1
Unified CCE Single-Site Design for High Availability
In
, each component in the Unified CCE solution is duplicated with a redundant or duplex
component, with the exception of the intermediate distribution frame (IDF) switch for the Unified CCE
agents and their phones. The IDF switches do not interconnect with each other, but only with the main
distribution frame (MDF) switches, because it is better to distribute the agents among different IDF
switches for load balancing and for geographic separation (for example, different building floors or
different cities). If an IDF switch fails, all calls should be routed to other available agents in a separate
IDF switch or to a Unified IP IVR queue. Follow the design recommendations for a single-site
deployment as documented in the Cisco Unified Communications Solution Reference Network Design
(SRND) guide, available at
agents and their phones. The IDF switches do not interconnect with each other, but only with the main
distribution frame (MDF) switches, because it is better to distribute the agents among different IDF
switches for load balancing and for geographic separation (for example, different building floors or
different cities). If an IDF switch fails, all calls should be routed to other available agents in a separate
IDF switch or to a Unified IP IVR queue. Follow the design recommendations for a single-site
deployment as documented in the Cisco Unified Communications Solution Reference Network Design
(SRND) guide, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
If designed correctly for high availability and redundancy, a Unified CCE system can lose half of its
systems and still be operational. With this type of design, no matter what happens in the Unified CCE
system, each call can still be handled in one of the following ways:
systems and still be operational. With this type of design, no matter what happens in the Unified CCE
system, each call can still be handled in one of the following ways:
•
Routed and answered by an available Unified CCE agent using an IP phone or desktop softphone
•
Sent to an available Unified IP IVR or Unified CVP port or session
•
Answered by the Cisco Unified Communications Manager AutoAttendant
ICM A
TDM
access
IP IVR 1
VRU
PG A
143940
Unified
CCE
agents
Agent 1
PC
Agent 2
PC
Publisher
Sub 1
Sub 2
Unified CM
cluster
MDF
switch 1
IP IVR 2
VRU
PG B
Agent
PG A
CM CTI OS
ICM B
Call control, CTI data,
IP messaging
TDM voice lines
Ethernet lines
IP messaging
TDM voice lines
Ethernet lines
Agent
PG B
CM CTI OS
PG B
CM CTI OS
Public
network
V
IP
M
IDF
switch 1
IDF
switch 2
V
Voice
gateway 1
Voice
gateway 2
T1 lines
IP
M
M
MDF
switch 2
switch 2
IP IVR
group
ICM central controllers
T1 lines
AW A
AW B
WedView
Reporting
Client