Cisco Cisco Agent Desktop 10.0 Guia De Resolução De Problemas
April 28, 2015
11
Capacity and Performance
Guidelines
Service Autorecovery
Fault Tolerance
CAD 10.6 uses the “warm standby” approach to fault tolerance and autorecovery. No
manual intervention is required to recover a failed service.
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.
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:
They are:
■
Playback. Recordings are tied to a specific service, and thus are not
replicated.
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.
monitoring can be used for agents who use Agent Desktop only. Desktop
monitoring is not supported for agents who use IP Phone Agent.
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 replication
to provide fault tolerance for Recording and Statistics service-related data, such as
call logs, agent state logs, recording logs, and so on.
such as work flows, agent hot seat settings, and so on. It uses SQL Server replication
to provide fault tolerance for Recording and Statistics service-related data, such as
call logs, agent state logs, recording logs, and so on.
CAD supports high availability with Cisco Unified Presence Server. Integrating Unified
Presence with CAD enables agents and supervisors to initiate chat sessions with
non-agents, like subject matter experts (SMEs), through Unified Presence Client or
Microsoft Office Communications Server (MOCS). During a failover of the Unified
Presence Server, agents and supervisors are not able to chat with non-agents. Chat
messages are not sent to or received by non-agents during failover. Once the failover
is complete and communication is reestablished with the Unified Presence Server,
Presence with CAD enables agents and supervisors to initiate chat sessions with
non-agents, like subject matter experts (SMEs), through Unified Presence Client or
Microsoft Office Communications Server (MOCS). During a failover of the Unified
Presence Server, agents and supervisors are not able to chat with non-agents. Chat
messages are not sent to or received by non-agents during failover. Once the failover
is complete and communication is reestablished with the Unified Presence Server,