This document describes how to configure and troubleshoot Cisco Unified Contact Center Enterprise (UCCE) Outbound Option High Availability (OOHA).
Cisco recommends that you have knowledge of these topics:
UCCE Outbound Option
Microsoft SQL Transactional Replication
The information in this document is based on these software and hardware versions:
Cisco UCCE 11.6
MS SQL Server 2014
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, ensure that you understand the potential impact of any command.
Outbound Option High-Availability (OOHA) feature was introduced in UCCE 11.6 version. OOHA is an optional feature. From UCCE 11.6 version Campaign Manager process can be redundant with Active-StandBy failover model. When OOHA is enabled in WebSetup, the system automatically does SQL bi-directional transactional replication between BA_A and BA_B databases.
These tables are replicated:
UCCE 11.6 OOHA Architecture
Overview of Failover Models
Campaign Managers Active - StandBy
Active Campaign Manager process initiates failover if there is no dialer connection for more than 60 seconds by default. This timer can be changed by adding dword EMTClientTimeoutToFailover under Logger/BlendedAgent/CurrentVersion/ registry path; the value must be a wait time for dialer connection in seconds.
Campaign Manager processes keep bouncing from A to B and vice versa if dialer cannot establish a connection to any of them.
Campaign Manager failover can take up to 4,5 minutes if there is a huge replication queue between BA databases. 4,5 minutes is a hardcoded timer and cannot be changed.
Dialers Active - StandBy
No changes from the previous versions. Dialer failover model remains the same, only one dialer active at a time.
BaImport - No Failover
BaImport works only with the local Campaign Manager process and replicates its status. In case of BaImport process crash, failover on Campaign Manager level is triggered.
Step 1. Ensure that SQL Server Replication feature is enabled.
During installation of SQL, replication as a feature needs to be selected. In order to ensure that the replication feature is enabled on Logger server, navigate to SQL disk drive>setup.exe > Tools and run report Installed SQL Discovery Report
If the feature is not listed in the report run this command in Windows CMD tool and provide SQL Server instance name in the respective command parameter