Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
March 2012
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2
Capacity and Performance
Guidelines
Service Autorecovery
Fault Tolerance
CAD 7.6 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 or CAD-BE.
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 MSDE 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.
such as work flows, agent hot seat settings, and so on. It uses MSDE 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.
A subset of the base services fail over together. These services will either all be active
or all be inactive on the same box:
or all be inactive on the same box:
■
BIPPA service
■
Chat service
■
Enterprise service