Cisco Cisco Unified Customer Voice Portal 11.0(1)

Note: If user.microapp.media_server is configured as the hard-coded IP Address of the
media server, then the IVR Service will not perform any failover for the media server.

If the IVR Service receives a Call Result error code value of 9 (MEDIA_FILE_NOT_FOUND),
33 (GENERAL_ASR_TTS), 31 (MEDIA_RESOURCE_ASR) or 32
(MEDIA_RESOURCE_TTS), it does the following:

•

When attempting to connect to a Media Server, the IVR Service:

–

Resends the request the number of times defined in the IVR Service Configuration's Media
Server Retry Attempts field.

–

If the connection is not successful after the specified number of attempts, and the IVR
Service Configuration's Use Backup Media Servers field is set to Yes (the default), the
IVR Service makes the same number of attempts to retrieve the media from a backup
media server before failing and generating an error.

Note: The backup media server is defined on the gateway as <mediaserver>-backup.

–

Passes the error in a Call State Event to the ICM Service, which then passes it to Unified
ICME.

•

When attempting to connect to an ASR/TTS Server, the IVR Service:

–

Resends the request the number of times defined in the IVR Service Configuration's
ASR/TTS Server Retry Attempts field.

–

If the connection is not successful after the specified number of attempts, and the IVR
Service Configuration's Use Backup ASR/TTS Servers field is set to Yes (the default),
the IVR Service makes the same number of attempts to connect to a backup ASR/TTS
server before failing and generating an error.

Note: The backup ASR and TTS servers are defined on the gateway as asr-<locale>-backup
and tts-<locale>-backup.

–

Passes the error in a Call State Event to the ICM Service, which then passes it to Unified
ICME.

Each new call attempts to connect to the primary server. If failover occurs, the backup server
is used for the duration of the call; the next new call will attempt to connect to the primary
server.

Note: This failover mechanism differs from that used in prior releases of Unified CVP software.
Legacy releases used a sticky connection. In a sticky connection, if failover occurs to a backup
server, subsequent new calls automatically connect to the backup server, rather than attempt to
connect with the primary server.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)