Cisco Unified Contact Center Enterprise Solution Reference ...

OL-8669-05
Cisco Unified Contact Center Enterprise 7.x SRND
Contents
Peripheral Gateway Design Considerations 3-22
Cisco Unified CallManager Failure Scenarios 3-24
Unified ICM Failover Scenarios 3-25
Scenario 1: Cisco Unified CallManager and CTI Manager Fail 3-25
Scenario 2: Agent PG Side A Fails 3-27
Scenario 3: Only the Primary Cisco Unified CallManager Subscriber Fails 3-27
Scenario 4: Only the Cisco Unified CallManager CTI Manager Service Fails 3-29
Unified CCE Scenarios for Clustering over the WAN 3-30
Scenario 1: Unified ICM Central Controller or Peripheral Gateway Private Network Fails 3-31
Scenario 2: Visible Network Fails 3-32
Scenario 3: Visible and Private Networks Both Fail (Dual Failure) 3-33
Scenario 4: Unified MA Location WAN (Visible Network) Fails 3-34
Understanding Failure Recovery 3-34
Cisco Unified CallManager Service 3-34
Unified IP IVR (CRS) 3-35
Unified ICM 3-36
Cisco Unified CallManager PG and CTI Manager Service 3-36
Unified ICM Voice Response Unit PG 3-36
Unified ICM Call Router and Logger 3-37
Administrative Workstation Real-Time Distributor (RTD) 3-39
CTI Server 3-40
CTI OS Considerations 3-41
Cisco Agent Desktop Considerations 3-44
Design Considerations for Unified CCE System Deployment with Unified ICM Enterprise 3-44
Parent/Child Components 3-45
The Unified ICM Enterprise (Parent) Data Center 3-45
The Unified CCX Call Center (Child) Site 3-46
The Unified CCE Call Center (Child) Site 3-46
Parent/Child Call Flows 3-47
Typical Inbound PSTN Call Flow 3-47
Post-Route Call Flow 3-48
Parent/Child Fault Tolerance 3-48
Unified CCE Child Loses WAN Connection to Unified ICM Parent 3-48
Unified CCE Gateway PG Fails or Cannot Communicate with Unified ICM Parent 3-49
Parent/Child Reporting and Configuration Impacts 3-49
Other Considerations for the Parent/Child Model 3-50
Other Considerations for High Availability 3-50
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