Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

Network inventory

Technology Refresh upgrade migration planning and execution demands a comprehensive and
accurate system diagram detailing the Cisco Unified ICM/Contact Center production system’s
private and visible networks.

The private network is dedicated for Central Controller node communication and used to
establish, maintain, and restore synchronization between Central Controller nodes.

The private network must have sufficient bandwidth to simultaneously handle traffic associated
with the following:

•

Synchronization of sides: Side A and side B are synchronized in the event of the failure of
one side within a reasonable time

•

State transfer: Data transfer from active side CallRouter to the recovering side CallRouter

The visible network is a Cisco shared network for local node communication and remote node
communication with the Central Controller. The visible network must have sufficient bandwidth
to support traffic associated with the following:

•

Active Directory synchronization

•

Logger database recovery

•

Heartbeats: Messages sent every 100 milliseconds to the CallRouter and the PG to determine
if they are “alive” or functioning

•

Report inquiries

•

Alternate path by fault tolerant software to distinguish between node failures and network
failures

The Unified ICM/Contact Center system may also have a dedicated signaling access network.
The signaling access network is dedicated to the network interface controller (NIC) and to the
Unified ICM/Contact Center CallRouters.

Congestion Control Plan

Beginning with Unified CCE Release 9.0(1), a Congestion Control feature is available to protect
the Central Controller from overloading. When you enable Congestion Control, new calls
entering beyond the CPS capacity of the contact center are rejected or treated by the routing
clients at call entry point. Thus avoiding overload on the call router, that ensures designed call
processing throughput when the system is subjected to overload.

To enable Congestion Control, you must configure a valid deployment type. For valid deployment
types and selection guidelines, see the 

 (http://www.cisco.com/en/US/products/sw/custcosw/

Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)