Cisco Cisco Agent Desktop 8.5 Références techniques
Cisco Desktop Product Suite 4.6: Service Information
2-8
June 9, 2005
Server Autorecovery
Agent Desktop and Supervisor Desktop
The server autorecovery feature enables Agent Desktop and Supervisor Desktop
to automatically recover their connections to the Cisco Desktop servers in the
case of a server restart or a network outage.
to automatically recover their connections to the Cisco Desktop servers in the
case of a server restart or a network outage.
When the desktop application detects that it is unable to communicate with a
server (generally within three minutes of the server failure), the system displays a
message notifying the agent or supervisor that the server is down and is
attempting to recover. The features related to that server are disabled.
server (generally within three minutes of the server failure), the system displays a
message notifying the agent or supervisor that the server is down and is
attempting to recover. The features related to that server are disabled.
When the desktop application detects that the server has become available again
(usually within one minute of server recovery), the system displays a message
notifying the agent or supervisor that the server has recovered. The features
related to that server are re-enabled.
(usually within one minute of server recovery), the system displays a message
notifying the agent or supervisor that the server has recovered. The features
related to that server are re-enabled.
If a server is down when Agent Desktop or Supervisor Desktop start up, the same
messages indicating the server is attempting to recover and then that it has
recovered are displayed.
messages indicating the server is attempting to recover and then that it has
recovered are displayed.
IP Phone Agent Server
The IP Phone Agent server pushes an error screen to all the logged in IP phone
agents when it detects a failvoer in ICM. During the time it is unable to
communicate with ICM, any atemt to change agent state or perform other IP
Phone Agent functionality returns the service error screen.
agents when it detects a failvoer in ICM. During the time it is unable to
communicate with ICM, any atemt to change agent state or perform other IP
Phone Agent functionality returns the service error screen.
Once the IP Phone Agent server is able to reconnect to ICM, it pushes either of
the following screens to the agent’s phone:
the following screens to the agent’s phone:
■
the Login screen, if the agent in not logged into ICM
■
the Change State screen, if the agent is still logged into ICM
VoIP Monitor Server
VoIP Monitor server recovery is a special case, since more than one VoIP Monitor
server can be installed in a single logical contact center. Supervisor Desktop is
notified when one VoIP Monitor server in a multiple VoIP Monitor server
configuration goes down. However, agent monitoring is not disabled because it is
not possible to tell which agents are monitored by which VoIP Monitor server. The
only indication a supervisor receives that a particular agent is assigned to the
downed VoIP Monitor server is an error message when attempting to monitor that
agent.
server can be installed in a single logical contact center. Supervisor Desktop is
notified when one VoIP Monitor server in a multiple VoIP Monitor server
configuration goes down. However, agent monitoring is not disabled because it is
not possible to tell which agents are monitored by which VoIP Monitor server. The
only indication a supervisor receives that a particular agent is assigned to the
downed VoIP Monitor server is an error message when attempting to monitor that
agent.
NOTE:
This does not apply to desktops with desktop monitoring enabled.