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Cisco IPCC Startup/Shutdown/Restart Procedures

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Document ID: 18402

Updated: Aug 08, 2005

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Introduction

This document discusses the recommended startup, shutdown, and restart procedures for the Cisco IP Contact Center (IPCC) solution, which includes these products:

  • Cisco Intelligent Contact Management (ICM)

  • Cisco CallManager

  • Cisco Customer Response Application (CRA), formerly IPIVR

  • Cisco Agent Desktop Server, formerly Turnkey Computer Telephony Integration (CTI) Server

  • Cisco CTIOS Server

Note: There is not a required path to start or shutdown the IPCC solution. All components are designed to wait and retry until a connection is established with the dependent product.

Prerequisites

Requirements

Cisco recommends that you have knowledge of Cisco IPCC 4.6 and later.

Components Used

The information in this document is based on Cisco IPCC 4.6 and later.

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Quick Startup and Restart Procedures

This section provides the standard start and restart process for Cisco IPCC with no components initialized.

  1. Start Microsoft Windows on all servers.

  2. Start Cisco CallManager.

    Refer to the Cisco CallManager Administration Guide, Release 3.0(9) for more information.

  3. Start Cisco Customer Response Applications (CRA).

    Refer to the Cisco Customer Response Applications Administrator's Guide (2.2) for more information.

  4. Start all Cisco ICM components from the Start All button using the ICM Services application.

    Refer to the ICM IPCC Administrator Guide for more information.

  5. Start the IPCC agent desktop servers.

    Start either one or both. This depends on which server is installed.

  6. Log agents into IPCC.

Quick Shutdown Procedure

This section provides the standard shutdown process for Cisco IPCC with no components initialized.

  1. Log out all agents from IPCC.

  2. Stop the IPCC agent desktop servers.

    Stop either one or both. This depends on which server is installed.

  3. Stop all Cisco ICM components from the Stop All button using ICM Services application.

    Refer to the ICM IPCC Administrator Guide for more information.

  4. Stop Cisco CRA.

    Refer to the Cisco Customer Response Applications Administrator's Guide (2.2) for more information.

  5. Stop Cisco CallManager.

    Refer to the Cisco CallManager Administration Guide, Release 3.0(9) for more information.

  6. Shutdown Microsoft Windows on all servers.

Detailed Startup/Restart Procedures

This section provides the recommended startup and restart process for Cisco IPCC with no components initialized. This process works best in an environment where most IPCC components are spread throughout multiple servers.

  1. Start Microsoft Windows.

  2. Start Cisco CallManager.

    Refer to the Cisco CallManager Administration Guide, Release 3.0(9) for more information. It is recommended to start CallManager before all other IPCC products because all of them connect to CallManager upon initialization. Cisco ICM CallManager Peripheral Gateway (PG) experiences a few seconds of delay in its initialization process if CallManager is not active before the PG startup.

  3. Start Cisco CRA.

    Refer to the Cisco Customer Response Applications Administrator's Guide (2.2) for more information.

  4. Start Cisco ICM components.

    Refer to the ICM IPCC Administrator Guide for more information.

    1. Start ICM Logger Services.

    2. Start ICM Router Services.

      ICM core components are the Logger and Router.

      Note: You should start the Logger, which holds the configuration, first and then start the Router. The Logger then passes the configuration to the Router.

      Note: In a duplexed environment, use the LRRL (LoggerA- RouterA - RouterB - LoggerB) model as the startup sequence.

    3. Start ICM Distributor Services.

      The Distributor processes do not start if the Router and Logger(s) are not active.

    4. Start ICM Peripheral Gateway Services.

      The PG processes do not become active if the Routers, Loggers, and the peripheral type the PG uses are not active.

    5. Start ICM CTI Servers.

      Agents are not able to login and no CTI application servers can connect to IPCC if CTI servers are not active.

  5. Start the IPCC agent desktop servers.

    Start either one or both. This depends on which server is installed.

  6. Log agents into IPCC.

Detailed Shutdown Procedures

This section provides the recommended shutdown process for Cisco IPCC with all components running. This process works best in an environment where most IPCC components are spread throughout multiple servers.

  1. Log off all agents from IPCC.

  2. Stop the IPCC agent desktop servers.

    Stop either one or both. This depends on which server is installed.

  3. Stop ICM components.

    Refer to the ICM IPCC Administrator Guide for more information.

    1. Stop ICM CTI Servers.

    2. Stop ICM PGs.

    3. Stop ICM Distributor.

    4. Stop ICM Logger.

    5. Stop ICM Router.

  4. Stop Cisco CRA.

    Refer to the Cisco Customer Response Applications Administrator's Guide (2.2) for more information.

  5. Stop Cisco CallManager.

    Refer to the Cisco CallManager Administration Guide, Release 3.0(9) for more information.

  6. Shutdown Microsoft Windows on all servers.

Related Information

Updated: Aug 08, 2005
Document ID: 18402