Cisco Cisco IPCC Web Option Fascicule
3-38
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Peripheral Gateway Design Considerations
•
Agents with calls in progress will stay in progress, but with no third-party call control (conference,
transfer, and so forth) available from their agent desktop softphones. After an agent disconnects
from all calls, that agent's desktop functionality is restored. Although the call stays active,
Unified CCE loses visibility to the call and will write a Termination Call Detail (TCD) record to the
ICM database for the call at the time of the failure, and no additional call data such as wrap-up codes
will be written about the call after that point.
transfer, and so forth) available from their agent desktop softphones. After an agent disconnects
from all calls, that agent's desktop functionality is restored. Although the call stays active,
Unified CCE loses visibility to the call and will write a Termination Call Detail (TCD) record to the
ICM database for the call at the time of the failure, and no additional call data such as wrap-up codes
will be written about the call after that point.
•
When the Unified CM CTI Manager service on subscriber C recovers, PG side B continues to be
active and uses the CTI Manager service on Unified CM subscriber D. The PG does not fail-back in
this model.
active and uses the CTI Manager service on Unified CM subscriber D. The PG does not fail-back in
this model.
Figure 3-22
Scenario 4 – Only the Unified CM CTI Manager Service Fails
M
M
M
IP
143948
Unified CM D
Unified CM B
ICM synchronzation messages
Unified CM intra-cluster messages
JTAPI messages
H323 or MGCP messages
SCCP messages
Unified CM intra-cluster messages
JTAPI messages
H323 or MGCP messages
SCCP messages
Unified CM A
Agent PG A
Agent PG B
Unified CM C
CTI Manager
Fails
M