Cisco Cisco IPCC Web Option Mode D'Emploi
and receive routing instructions. However, no reporting data is stored for the tasks while the connection
is down. Also, any tasks that are assigned and completed while the connection or CTI server is down do
not appear in reports. If the connection between the Agent PG CTI server and the router shuts down or
if the router shuts down, the application instance continues to send messages to the CTI server and agent
activity is tracked. However, this information is not sent to the router until the connection or the router
is restored, at which time the cached reporting information is sent to the ICM central controller.
is down. Also, any tasks that are assigned and completed while the connection or CTI server is down do
not appear in reports. If the connection between the Agent PG CTI server and the router shuts down or
if the router shuts down, the application instance continues to send messages to the CTI server and agent
activity is tracked. However, this information is not sent to the router until the connection or the router
is restored, at which time the cached reporting information is sent to the ICM central controller.
Note: If the ICM central controller shuts down, this also affects the application instance/MR PG interface.
If the Cisco CallManager PIM shuts down, voice media routing is unavailable for agents associated with
the PIM. However, the ICM Central Controller can continue to assign non-voice tasks to agents associated
with the PIM, and the CTI server can continue to process messages and requests about agents associated
with the PIM for non-voice Media Routing Domains. When the connection is restored, voice media
routing is available again.
the PIM. However, the ICM Central Controller can continue to assign non-voice tasks to agents associated
with the PIM, and the CTI server can continue to process messages and requests about agents associated
with the PIM for non-voice Media Routing Domains. When the connection is restored, voice media
routing is available again.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Implications of Fail-over for Reporting
About Application Instance/Agent PG CTI Server/ PIM Fail-over