Cisco Cisco IP Contact Center Release 4.6.1 Guide De Conception
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 7 Cisco Unified Expert Advisor Option
Deployment Models
Cisco Unified Presence High Availability
Cisco Unified Presence 6.x and 7.x generally support a cluster configuration that consists of a publisher
server and a subscriber server. Clients may be logged in to either server, and messaging flows between
them as required. During an outage, it is possible for either the publisher or the subscriber to fail, leaving
the other server to handle the full load. With Cisco Unified Presence 6.x, Cisco Unified Personal
Communicator clients that are logged into the failed server do not automatically fail-over to the
surviving server; and the user must explicitly log out and log in again. With Cisco Unified Presence 7.x,
the Cisco Unified Personal Communicator clients are able to do this automatically.
server and a subscriber server. Clients may be logged in to either server, and messaging flows between
them as required. During an outage, it is possible for either the publisher or the subscriber to fail, leaving
the other server to handle the full load. With Cisco Unified Presence 6.x, Cisco Unified Personal
Communicator clients that are logged into the failed server do not automatically fail-over to the
surviving server; and the user must explicitly log out and log in again. With Cisco Unified Presence 7.x,
the Cisco Unified Personal Communicator clients are able to do this automatically.
Unified Expert Advisor, however, does not automatically fail-over to the surviving Cisco Unified
Presence server. It allows the address of only one Cisco Unified Presence server to be configured; and if
that server fails, then Unified Expert Advisor takes itself out of service until the failed server is restored.
Presence server. It allows the address of only one Cisco Unified Presence server to be configured; and if
that server fails, then Unified Expert Advisor takes itself out of service until the failed server is restored.
Similarly for call control purposes, Unified Expert Advisor can be configured to connect to only one
Cisco Unified Presence server's SIP Proxy server. There is currently no capability to automatically retry
SIP requests to a second SIP Proxy server.
Cisco Unified Presence server's SIP Proxy server. There is currently no capability to automatically retry
SIP requests to a second SIP Proxy server.
On the other hand, for the purpose of importing Cisco Unified Personal Communicator and IP Phone
Messenger (IPPM) user lists into Unified Expert Advisor, both the publisher and the subscriber can be
configured. Unified Expert Advisor will automatically try one and then the other if necessary.
Messenger (IPPM) user lists into Unified Expert Advisor, both the publisher and the subscriber can be
configured. Unified Expert Advisor will automatically try one and then the other if necessary.
For SIP, instant messaging, and presence purposes, both Unified Expert Advisor runtime servers should
be configured to connect to the Cisco Unified Presence publisher only; and for Microsoft Office
Communicator deployments, this should usually be the same server that is federated with the Microsoft
Office Communications Server (OCS) as a best practice.
be configured to connect to the Cisco Unified Presence publisher only; and for Microsoft Office
Communicator deployments, this should usually be the same server that is federated with the Microsoft
Office Communications Server (OCS) as a best practice.
Intradomain, Intercluster Deployment
Unified Expert Advisor does not currently support intradomain, intercluster deployments. In this
scenario, two (or more) Cisco Unified Presence clusters are configured to work with their own separate
Cisco Unified CM clusters. Each Cisco Unified Presence cluster has its own configured user base, but
they share with each other a certain amount of information about each user. Thus, a user on one Cisco
Unified Presence cluster is able to observe presence of, and send IM messages to, a user on another Cisco
Unified Presence cluster.
scenario, two (or more) Cisco Unified Presence clusters are configured to work with their own separate
Cisco Unified CM clusters. Each Cisco Unified Presence cluster has its own configured user base, but
they share with each other a certain amount of information about each user. Thus, a user on one Cisco
Unified Presence cluster is able to observe presence of, and send IM messages to, a user on another Cisco
Unified Presence cluster.
Unified Expert Advisor, however, does not support this deployment. One Unified Expert Advisor cluster
must be connected to exactly one Cisco Unified Presence cluster and can import the user list only for
users who reside on that one cluster.
must be connected to exactly one Cisco Unified Presence cluster and can import the user list only for
users who reside on that one cluster.
If expert advisors reside on different Cisco Unified Presence clusters, then different Unified Expert
Advisor clusters must be deployed as well.
Advisor clusters must be deployed as well.
Interdomain Deployment
Unified Expert Advisor does not currently support Cisco Unified Presence clusters that are deployed in
separate domains. All experts must be located in the same domain.
separate domains. All experts must be located in the same domain.
Deployments in which expert advisors use Microsoft Office Communicator actually work by defining an
interdomain federation link between Cisco Unified Presence and Microsoft Office Communicator
Server. However, a single Unified Expert Advisor deployment cannot support situations in which some
experts are using Cisco Unified Personal Communicator and other experts are using Microsoft Office
Communicator as their IM clients. If any use Microsoft Office Communicator, then all must use
Microsoft Office Communicator, and their domain name will all be the Microsoft Office
Communications Server (OCS) domain name. Therefore even in this case, all experts are located in the
same domain, although that domain will be different than that of the Cisco Unified Presence server itself.
interdomain federation link between Cisco Unified Presence and Microsoft Office Communicator
Server. However, a single Unified Expert Advisor deployment cannot support situations in which some
experts are using Cisco Unified Personal Communicator and other experts are using Microsoft Office
Communicator as their IM clients. If any use Microsoft Office Communicator, then all must use
Microsoft Office Communicator, and their domain name will all be the Microsoft Office
Communications Server (OCS) domain name. Therefore even in this case, all experts are located in the
same domain, although that domain will be different than that of the Cisco Unified Presence server itself.