Cisco Cisco E-Mail Manager Unity Integration Option Dépliant
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Peripheral Gateway Design Considerations
Figure 3-18
Unified CM PGs Cannot Cross-Connect to Backup CTI Managers
Unified ICM Failover Scenarios
This section describes how redundancy works in the following failure scenarios:
•
•
•
•
Scenario 1: Unified CM and CTI Manager Fail
shows a complete system failure or loss of network connectivity on Cisco Unified CM
subscriber A. The CTI Manager and Cisco CallManager services were initially both active on this same
server, and Unified CM subscriber A is the primary CTI Manager in this case. The following conditions
apply to this scenario:
server, and Unified CM subscriber A is the primary CTI Manager in this case. The following conditions
apply to this scenario:
•
All phones and gateways are registered with Unified CM subscriber A as the primary server.
•
All phones and gateways are configured to re-home to Unified CM subscriber B (that is, B is the
backup server as part of the redundancy group in Unified CM).
backup server as part of the redundancy group in Unified CM).
•
Unified CM subscribers A and B are each running a separate instance of CTI Manager within the
same Unified CM cluster.
same Unified CM cluster.
•
When Unified CM subscriber A or its CCM.exe process fails, all registered phones and gateways
re-home to Unified CM subscriber B. Calls that are in progress with agent phones will remain
active, but the agents will not be able to use phone services such as conference or transfer until they
hang up the call and their phone re-registers with the backup subscriber. Although the call stays
active, Unified CCE loses visibility to the call and will write a Termination Call Detail (TCD) record
to the Unified 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. Phones that are not active on a call
will re-home automatically.
re-home to Unified CM subscriber B. Calls that are in progress with agent phones will remain
active, but the agents will not be able to use phone services such as conference or transfer until they
hang up the call and their phone re-registers with the backup subscriber. Although the call stays
active, Unified CCE loses visibility to the call and will write a Termination Call Detail (TCD) record
to the Unified 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. Phones that are not active on a call
will re-home automatically.
143944
Publisher
(CTI Manager
and
Unified CM
)
Subscriber 1
(CTI Manager
and
Unified CM
)
Subscriber 2
(CTI Manager
and
Unified CM
)
Agent PG A
Agent PG B
M
M
M