Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

April 3, 2014

11

Capacity and Performance 

Guidelines

Service Autorecovery

Fault Tolerance

CAD 8.5 uses the “warm standby” approach to fault tolerance and autorecovery. No 
manual intervention is required to recover a failed service.

Data and features might be lost at the time of the failure. For instance:

■

Active monitoring and recording is stopped. They can be restarted manually 
after the failover.

■

Enterprise data for the call in progress is lost at the time of the failure.

All CAD features are fault-tolerant to a single point of failure with several exceptions. 
They are:

■

Playback. Recordings are tied to a specific service, and thus are not 
replicated.

■

SPAN-based monitoring and recording. If fault tolerance is required, desktop 
monitoring can be used for agents who use Agent Desktop only. Desktop 
monitoring is not supported for agents who use IP Phone Agent or CAD-BE.

CAD uses LDAP replication to provide fault tolerance for configuration information, 
such as work flows, agent hot seat settings, and so on. It uses SQL Server merge 
replication to provide fault tolerance for Recording and Statistics service-related data, 
such as call logs, agent state logs, recording logs, and so on.

NOTE:  CAD uses flat files by default to store Recording and Statistics 
service-related data. Use of SQL Server is optional. Flat files do 
provide replication, but it might not be complete. For reliable 
replication of this information, SQL Server must be used.