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Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía De Diseño

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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
  •
Prompted by a Unified IP IVR or Unified CVP announcement that the call center is currently 
experiencing technical difficulties, and to call back later
  •
Rerouted to another site with available agents or resources to handle the call
The components in 
 can be rearranged to form two connected Unified CCE sites, as illustrated 
in 
Figure 3-2
Unified CCE Single-Site Redundancy
 emphasizes the redundancy of the single site design in 
. Side A and Side B are 
basically mirror images of each other. In fact, one of the main Unified CCE features to enhance high 
availability is its ability to add redundant/duplex components that are designed to automatically fail-over 
and recover without any manual intervention. Core system components with redundant/duplex 
components are interconnected to provide failure detection of the “partner” system with the use of TCP 
keep-alive messages generated every 100 ms over a separate network path. The fault-tolerant design and 
failure detection/recovery method is described later in this chapter.
ICM A
TDM
access
IP IVR 1
VRU
PG A
143941
Agent 1
PC
Agent 2
PC
Subscriber 1
Subscriber 2
MDF
switch 1
IP IVR 2
VRU
PG B
ICM B
Private Network
Private Network
Private Network
Call control, CTI data,
IP messaging
TDM voice lines
Ethernet lines
Publisher
Unified CCE site side B
Unified CCE site side A
IDF
switch 1
IDF
switch 2
Voice
gateway 1
Voice
gateway 2
T1 lines
MDF
switch 2
T1 lines
Public
network
V
IP
M
V
IP
M
M
WedView
Reporting Client
WedView
Reporting Client
Agent
PG A
CM CTI OS
Agent
PG B
CM CTI OS