Cisco Cisco E-Mail Manager Unity Integration Option Prospecto
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
High Availability
Runtime server failover relies heavily on the Unified ICM PG's guarantee that it will connect to only one
peripheral at a time. Therefore, each runtime server knows it is active if and only if it has an active
connection from the Unified ICM PG. There are, in fact, no heartbeats or other direct communications
between the two runtime servers, nor are there any heartbeats or other direct communications between
the idle side PG and the inactive runtime server.
peripheral at a time. Therefore, each runtime server knows it is active if and only if it has an active
connection from the Unified ICM PG. There are, in fact, no heartbeats or other direct communications
between the two runtime servers, nor are there any heartbeats or other direct communications between
the idle side PG and the inactive runtime server.
Each PG and its corresponding runtime server, therefore, fail-over in tandem. If the active runtime server
fails or is manually taken out of service, then it disconnects itself from its PG, and Unified ICM causes
the standby runtime server's PG to become active. That PG then establishes a connection to the standby
runtime server, which causes the standby runtime server to become active.
fails or is manually taken out of service, then it disconnects itself from its PG, and Unified ICM causes
the standby runtime server's PG to become active. That PG then establishes a connection to the standby
runtime server, which causes the standby runtime server to become active.
Similarly, if one PG fails over to its standby counterpart, the corresponding runtime servers fail-over as
well.
well.
Call and Expert Advisor Handling During Failover
The disposition of calls upon failover depends on the cause of failover. On the one hand, it could be a
software failover, either because the active node is being shut down manually or because of a software
failure of some kind. On the other hand, it could be a hardware failover due to either a hardware or
network outage. An operating system level restart also acts like a hardware failover. The following table
shows the distinction between these two failover modes.
software failover, either because the active node is being shut down manually or because of a software
failure of some kind. On the other hand, it could be a hardware failover due to either a hardware or
network outage. An operating system level restart also acts like a hardware failover. The following table
shows the distinction between these two failover modes.
"In-flight" calls are those that have been received by the Unified Expert Advisor runtime server but have
not yet been connected to an expert advisor.
not yet been connected to an expert advisor.
Expert advisors log their presence clients into Cisco Unified Presence, not to Unified Expert Advisor,
so the presence clients are not affected by a failover. They will, however, receive a Message Set message
indicating that there was a technical problem and warning them about conducting call control operations.
The standby runtime server automatically takes over the job of managing each advisor's agent state with
respect to Unified ICM; however, it does not know which advisors are already talking to callers.
Therefore it is possible that some advisors are assumed to be ready and available, and could receive
pop-up task offers when they are already on a call, just as they might when talking on the phone for any
reason unrelated to Expert Advisor activity. Advisors are of course free to ignore or decline such offers.
so the presence clients are not affected by a failover. They will, however, receive a Message Set message
indicating that there was a technical problem and warning them about conducting call control operations.
The standby runtime server automatically takes over the job of managing each advisor's agent state with
respect to Unified ICM; however, it does not know which advisors are already talking to callers.
Therefore it is possible that some advisors are assumed to be ready and available, and could receive
pop-up task offers when they are already on a call, just as they might when talking on the phone for any
reason unrelated to Expert Advisor activity. Advisors are of course free to ignore or decline such offers.
Software Failover
Hardware Failover
All new calls are routed to the standby server.
All new calls are routed to the standby server.
All existing, connected calls remain fully
operational until completed.
operational until completed.
All existing, connected calls remain connected
until completed, but call control operations such
as transfer and hold can cause the call to drop, in
which case Unified CVP would issue a
Unified ICM re-query.
until completed, but call control operations such
as transfer and hold can cause the call to drop, in
which case Unified CVP would issue a
Unified ICM re-query.
"In-flight" calls continue normally on the formerly
active server as long as there is a possibility that
any advisor has been offered the task. If not, they
are rejected and Unified CVP issues a
Unified ICM re-query. If Unified CVP is not part
of the deployment, then a SIP error code is
returned to the SIP user agent that sourced the call.
active server as long as there is a possibility that
any advisor has been offered the task. If not, they
are rejected and Unified CVP issues a
Unified ICM re-query. If Unified CVP is not part
of the deployment, then a SIP error code is
returned to the SIP user agent that sourced the call.
"In-flight" calls time-out at Unified CVP, and a
Unified ICM re-query is invoked. If Unified CVP
is not part of the deployment, then it is up to the
SIP user agent that sourced the call to implement
its own time-out mechanism.
Unified ICM re-query is invoked. If Unified CVP
is not part of the deployment, then it is up to the
SIP user agent that sourced the call to implement
its own time-out mechanism.