An integral part of Cisco Architecture for Voice, Video and Integrated
Data (AVVID) and Cisco IP Contact Center (IPCC) Enterprise Edition delivers
these features over an IP infrastructure:
Intelligent contact routing
Network-to-desktop Computer Telephony Integration
Multichannel contact management
Cisco IPCC Enterprise combines multichannel automatic call distributor
(ACD) functionality and IP telephony in a unified solution, which enables you
to rapidly deploy a distributed call center infrastructure.
Cisco ICM Enterprise Edition segments customers, monitors resource
availability, and delivers each contact to the most appropriate resource
anywhere in the enterprise. ICM is part of the IPCC Enterprise family of
products and ICM is itself a family of products—mainly the CallRouter, Logger,
Peripheral Gateway (PG), and Admin Workstation (AW).
Readers of this document should have knowledge of these topics:
IPCC Enterprise Solution
ICM Solution, understanding the concepts of the CallRouter, Logger,
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to the
Technical Tips Conventions.
In an IPCC Enterprise solution, the ICM topology is configured in a
duplexed mode. When one router goes down, the other does not take over. Assume
LoggerA and RouterA are active. If LoggerA stops, it fails over to LoggerB
without any problem but not for the rtr process. For example, if RouterA stops,
the RouterB rtr process dies and comes back up, but never goes into service and
no calls are processed—regardless of which Router is active or running.
This problem is related to the number of PGs in service and the total
number of PGs configured. If the ICM is configured in a duplexed mode, RouterB
or RouterA do not run simplex (isolated - enabled) unless the router is in
communication with the majority of enabled PG devices. If both PGs are active
in a two PG ICM setup, either RouterA or RouterB can run simplex and become
isolated - enabled. If either one of the two PGs does not work, RouterA can run
simplex, but RouterB can not. This difference is due to the fact that if an
even number of PGs are checked in setup, RouterA runs alone if half are
available. RouterB does not run simplex because half is considered a majority
to the A side and a minority to the B side. This scenario can occur if several
PGs are configured but not online, or if the Router can not see all PGs. When a
CallRouter goes down, a "test other side" takes place. When this test occurs,
each side verifies if it is connected to a majority of the PGs. If the B side
can not connect to a majority of the PGs plus one additional PG, the B side
never goes active.
To solve this problem, verify that:
Figure 1 – RouterA ccagent Process
All PGs are up and running for Router failover to work
All IP addresses are entered correctly and on the Router ccagent
The ccagent process window title bar says InSvc x/y
PGs, where x represents the number of active PGs and y
represents the total number of PGs (see the A arrow in Figure1).