Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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 3 Design Considerations for High Availability
CTI OS Considerations
Scenario 3: CTI OS Server A Fails
In this scenario, CTI OS Server side A processes are co-located on PG/CTI Server side A. The following
events occur:
events occur:
•
CTI OS Client 1 detects the loss of network connection and automatically connects to CTI OS
server B. During this transition, the buttons of the CTI Toolkit Agent Desktop will be disabled and
will return to operational state as soon as it is connected to CTI OS server B.
server B. During this transition, the buttons of the CTI Toolkit Agent Desktop will be disabled and
will return to operational state as soon as it is connected to CTI OS server B.
•
CTI OS Client 2 stays connected to CTI OS Server B.
•
NodeManager restarts CTI OS Server A.
Scenario 4: CTI OS Server B Fails
In this scenario, CTI OS Server side A processes are co-located on PG/CTI Server side B. The following
events occur:
events occur:
•
CTI OS Client 2 detects the loss of network connection and automatically connects to CTI OS
server A. During this transition, the buttons of the CTI Toolkit Agent Desktop will be disabled and
will return to operational state as soon as it is connected to CTI OS server A.
server A. During this transition, the buttons of the CTI Toolkit Agent Desktop will be disabled and
will return to operational state as soon as it is connected to CTI OS server A.
•
CTI OS Client 1 stays connected to CTI OS Server A.
•
NodeManager restarts CTI OS Server B.
Scenario 5: CTI OS Client 1 Fails
In this scenario, the following events occur:
•
The agent manually restarts CTI OS Client 1 application.
•
CTI OS Client 1 randomly selects one CTI OS Server to connect to. (CTI OS Client 1 can be
connected to either CTI OS Server A or B.)
connected to either CTI OS Server A or B.)
•
Once connected, the agent logs in, and CTI OS Client 1 recovers its state by getting agent and call
states through the CTI OS Server to which it is connected.
states through the CTI OS Server to which it is connected.
Scenario 6: CTI OS Client 2 Fails
In this scenario, the following events occur:
•
The agent manually restarts CTI OS Client 2 application.
•
CTI OS Client 2 randomly selects one CTI OS Server to connect to. (CTI OS Client 2 can be
connected to either CTI OS Server A or B.)
connected to either CTI OS Server A or B.)
•
Once connected, the agent logs in, and CTI OS Client 2 recovers its state by getting agent and call
states through the CTI OS Server to which it is connected.
states through the CTI OS Server to which it is connected.
Scenario 7 - Network Failure Between CTI OS Client 1 and CTI OS Server A
In this scenario, the following events occur:
•
CTI OS Server A drops the connection of CTI OS Client 1
•
CTI OS Client 1 detects the loss of network connection and automatically connects to CTI OS
server B. During this transition, the buttons of the CTI Toolkit Agent Desktop will be disabled and
will return to operational state as soon as it is connected to CTI OS server B.
server B. During this transition, the buttons of the CTI Toolkit Agent Desktop will be disabled and
will return to operational state as soon as it is connected to CTI OS server B.
Scenario 8: Network Failure Between CTI OS Client 1 and CTI OS Server B
CTI OS Client 1 is not affected by this failure because it is connected to CTI OS Server A.