Cisco Cisco IPCC Web Option ユーザーガイド

Available

Available

Not Ready

Not Ready

Available, if in Available state before the call. Otherwise, the agent
reverts to Not Ready.

Wrap-up

About Agent Desktop/CTI OS Server Fail-over

If the agent desktop (CTI OS or Cisco Agent Desktop) shuts down or loses communication with
CTI OS Server, or if the CTI OS Server shuts down, the agent is logged out all Media Routing
Domains supported by the peripheral that has lost communication with ICM/IPCC software.

The agent is logged in again automatically when one of the following occurs:

•

The agent desktop comes back up or resumes communication with CTI OS Server

•

The agent is connected to the backup CTI OS server

The agent Media Logout Status reports for the agent, agent skill group, agent team, and agent
peripheral show a logout reason code of 50002.

The state to which the agent reverts after fail-over depends on the agent's state when the fail-over
occurred, as described in the following table.

Agent State after Fail-over

Agent State at Fail-Over

Available

Available

Not Ready

Not Ready

Available

Reserved

Available, if in Available state before the call. Otherwise, the agent
reverts to Not Ready.

Wrap-up

About Cisco CallManager Fail-over

If a Cisco CallManager that is not directly connected to the agent’s phone shuts down, the agent
is not affected. However, if the agent’s phone loses connectivity with its Cisco CallManager
(because either its Cisco CallManager went down or the agent’s phone restarted) or if there are

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)