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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 3 Cisco Unified Contact Center Express Deployment Models
Six-Server HA Deployment Model (6)
This deployment model incorporates redundant CRS Engines running separately from redundant
Database Servers, Recording Servers, and Monitoring Servers all running co-resident on a pair of
expansion servers. All four servers must be co-located in the same Campus LAN and along with the two
Unified CM servers running CTI Manager. The round-trip delay between these servers should be less
than 2 ms.
Database Servers, Recording Servers, and Monitoring Servers all running co-resident on a pair of
expansion servers. All four servers must be co-located in the same Campus LAN and along with the two
Unified CM servers running CTI Manager. The round-trip delay between these servers should be less
than 2 ms.
SQL Server 2000 is required for HA as SQL Server 2000 replication services is utilized to keep the
databases synchronized.
databases synchronized.
This deployment model can support silent monitoring and recording for agents at any WAN-connected
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Unified CCX server. This
deployment model provides redundancy for both recording and silent monitoring for all agents using
desktop monitoring (regardless of location). This deployment model does not incorporate any additional
remote Monitoring Servers, so no SPAN port monitoring for agents using IPPA or low end phones at
remote sites can be performed. Up to four SPAN port Monitoring Servers can be easily added to this
deployment model to add that capability.
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Unified CCX server. This
deployment model provides redundancy for both recording and silent monitoring for all agents using
desktop monitoring (regardless of location). This deployment model does not incorporate any additional
remote Monitoring Servers, so no SPAN port monitoring for agents using IPPA or low end phones at
remote sites can be performed. Up to four SPAN port Monitoring Servers can be easily added to this
deployment model to add that capability.
This deployment model will allow either CRS Engine to fail over to a backup CTI Manager in the event
that the primary server fails. CTI Ports and CTI Route Points should be grouped into device pools that
have the same primary and secondary server list as that used for JTAPI communications to the CTI
Managers.
that the primary server fails. CTI Ports and CTI Route Points should be grouped into device pools that
have the same primary and secondary server list as that used for JTAPI communications to the CTI
Managers.
Six-Server HA Deployment Model (6)
This deployment model is for large contact centers requiring High Availability, a large number of agents,
supervisors and high volumes of IVR applications, historical reporting, recording, and silent monitoring.
This deployment model is very similar to the two-server and four-server HA deployment models, except
that by offloading the database, recording, and monitoring components, the CRS Engine is capable of
handling more BHCC, agents, supervisors, and IVR self-service applications. By splitting the database
from the recording and monitoring components, increased levels of reporting and recording can be
handled. SQL Server 2000 is required for HA, as SQL Server 2000 replication services are utilized to
keep the databases synchronized.
supervisors and high volumes of IVR applications, historical reporting, recording, and silent monitoring.
This deployment model is very similar to the two-server and four-server HA deployment models, except
that by offloading the database, recording, and monitoring components, the CRS Engine is capable of
handling more BHCC, agents, supervisors, and IVR self-service applications. By splitting the database
from the recording and monitoring components, increased levels of reporting and recording can be
handled. SQL Server 2000 is required for HA, as SQL Server 2000 replication services are utilized to
keep the databases synchronized.
This deployment model can support silent monitoring and recording for agents at any WAN-connected
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Recording Servers. This
deployment model provides redundancy for both recording and silent monitoring for all agents using
desktop monitoring (regardless of location). Because the redundant Recording Servers are separate from
the CRS Engine and Database Servers, the redundant Recording Servers could be placed at a remote site
separate from the central site where the CRS Engine, Database Servers, and Cisco Unified CallManager
servers are running. This might be a good idea when most agents are at this remote site and a high volume
of call recordings are being performed. Placing the Recording Servers at the remote site might reduce
WAN bandwidth requirements as the recording media streams remain on the remote site LAN.
site using desktop monitoring (CAD with a 7940 or higher phone). This deployment model can also
support SPAN port monitoring for agents on the same VLAN segment as the Recording Servers. This
deployment model provides redundancy for both recording and silent monitoring for all agents using
desktop monitoring (regardless of location). Because the redundant Recording Servers are separate from
the CRS Engine and Database Servers, the redundant Recording Servers could be placed at a remote site
separate from the central site where the CRS Engine, Database Servers, and Cisco Unified CallManager
servers are running. This might be a good idea when most agents are at this remote site and a high volume
of call recordings are being performed. Placing the Recording Servers at the remote site might reduce
WAN bandwidth requirements as the recording media streams remain on the remote site LAN.
This deployment model allows either CRS Engine to fail over to a backup CTI Manager in the event that
the primary server fails. Group CTI Ports and CTI Route Points into device pools that have the same
primary and secondary server list as that used for JTAPI communications to the CTI Managers.
the primary server fails. Group CTI Ports and CTI Route Points into device pools that have the same
primary and secondary server list as that used for JTAPI communications to the CTI Managers.