Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Nota De Lançamento
3-7
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 3 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Fault Tolerance
When Cisco Unified CCX server is down, the voice dial-peer with preference 0 disappears and leaves
the voice dial-peer with preference 5 in Cisco Unified CME. If there is an incoming call to 8003, B-ACD
is triggered as illustrated in
the voice dial-peer with preference 5 in Cisco Unified CME. If there is an incoming call to 8003, B-ACD
is triggered as illustrated in
and the table that follows.
Figure 3-3
One Voice Dial-Peer when Cisco Unified CCX is Down
When using B-ACD as backup for Cisco Unified CCX to handle call, be aware of the following:
•
There will be no CCDR or any kind of record for the incoming call written to Cisco Unified CCX
database.
database.
•
Whenever B-ACD runs (regardless of whether Cisco Unified CCX is running), it s shuts down the
CallMonitor Module (CMM). You will have to manually re-enable CMM using CLI, otherwise
Cisco Unified CCX will not be notified if there is any incoming call. For detail information about
enabling CMM using CLI, please refer the Cisco Unified Communications Manager Express System
Administrator Guide.
CallMonitor Module (CMM). You will have to manually re-enable CMM using CLI, otherwise
Cisco Unified CCX will not be notified if there is any incoming call. For detail information about
enabling CMM using CLI, please refer the Cisco Unified Communications Manager Express System
Administrator Guide.
Step
Activity
1
Incoming call to dial-peer 8002 matches the dial-peer with destination-pattern 8003 in Cisco
Unified CME, which is the B-ACD pilot number.
Unified CME, which is the B-ACD pilot number.
2
B-ACD runs, selects an agent from the hunt group and rings the phone.