Features and Services Guide for Cisco Unified Communications Manager, Release 10.0(1)

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Book Title

Features and Services Guide for Cisco Unified Communications Manager, Release 10.0(1)

Chapter Title

IM and Presence Service

Results

Updated:
November 12, 2020

Chapter: IM and Presence Service

IM and Presence Service

You enableIM and Presence Service on Unified Communications Manager to give users instant messaging and availability capabilities. This feature allows administrators to:

  • Easily enable end users for IM and availability from Unified Communications Manager via a single checkbox

  • Set up unified communications (UC) services, such as voicemail, mailstore, conferencing, and CTI

  • Set up service profiles for UC services

  • Assign users to service profiles with specified UC services

  • Select line appearances for users and enable them for presence

  • Associate directory numbers and devices to a user from the End User setup window.

IM and Presence Installation Considerations

To add the IM and Presence service to your deployment, you must install and configure one or more IM and Presence servers when you install a Unified Communications Manager cluster.

To install an IM and Presence server, see the IM and Presence installation section in Installing Cisco Unified Communications Manager.

Upgrade

This section contains the steps to upgrade Unified Communications Manager and IM and Presence properly. Depending on your server setup, you can perform a standard or refresh upgrade.

Software version restrictions

Unified Communications Manager and IM and Presence Service software versions must have the same major and minor release number. Major and minor release numbers are defined as follows:

9.x.y

where 9 = major release number, x = minor release number and y = maintenance release number.

For example, IM and Presence Release 9.0.2.10000-4 is compatible with Unified Communications Manager Release 9.0.12.30000-2, but it is not compatible with Unified Communications Manager Release 9.1.1.10000-3. Similarly, Unified Communications Manager Release 8.6.2.10000-6 is not compatible with IM and Presence Release 9.0.1.10000-9.

The software version of subsequent IM and Presence nodes that you upgrade must match all five version numbers of the first IM and Presence node that you upgraded.


Note

You cannot upgrade IM and Presence unless the upgraded release of Unified Communications Manager is already installed on the active or inactive partition. You must upgrade Unified Communications Manager before you can upgrade IM and Presence to the matching version.


Caution

If you use Platform Administrative Web Services (PAWS) Management to upgrade IM and Presence, do not attempt to upgrade and reboot to the current IM and Presence release if the active partition on Unified CM is running an incompatible software version. If you do, the upgrade will fail, as expected, but the failure will not be reported until near the end of the upgrade process. You will also experience system downtime when the system reboots.

The delayed upgrade failure notification applies only to upgrades that are performed with PAWS Management. If you perform the upgrade through Cisco Unified IM and Presence Operating System Administration or through the CLI, the upgrade failure notification is displayed at the beginning of the upgrade.

Upgrade Order


Note

The order in which you upgrade Unified Communications Manager and IM and Presence is very important.

Standard Upgrade Order
The following upgrade paths are standard upgrades:

  • Unified Communications Manager Release 8.6.x to Unified Communications Manager Release 9.0(1)

  • Cisco Unified Presence Release 8.6(4) to IM and Presence Service Release 9.0(1)

For standard upgrades, you must perform the upgrades in the following order:

  1. Upgrade the Unified Communications Manager database publisher node.

  2. Upgrade the IM and Presence database publisher node and the Unified CM subscriber nodes.

  3. Upgrade the IM and Presence subscriber nodes.

  4. Switch versions on the Unified Communications Manager database publisher node.

  5. Switch versions on the IM and Presence database publisher node and Unified Communications Manager subscriber nodes.

  6. Switch versions on the IM and Presence subscriber nodes.

Refresh Upgrade Order
The following upgrade paths are refresh upgrades:

  • Unified Communications Manager Release 8.5 and earlier to Unified Communications Manager Release 9.0(1)

  • Cisco Unified Presence Release 8.6(3) and earlier to IM and Presence Service Release 9.0(1)

For refresh upgrades, you must perform the upgrades in the following order:

  1. Upgrade the Unified Communications Manager database publisher node

  2. Switch versions on the Unified Communications Manager database publisher node.

  3. Upgrade the IM and Presence database publisher node and the Unified Communications Manager subscriber nodes.

  4. Switch versions on the IM and Presence database publisher node and Unified Communications Manager subscriber nodes.

  5. Upgrade the IM and Presence subscriber nodes.

  6. Switch versions on the IM and Presence subscriber nodes.


Note

Refresh upgrades for Unified Communications Manager are described in the topic "Software upgrade process overview" in the Upgrade Guide for Cisco Unified Communications Manager.

IM and Presence for End Users

When you set up IM and Presence in Cisco Unified Communications Manager Administration, you enable presence capability for an end user, which includes presence licensing, the provisioning of UC services and service profiles that are assigned to the end user.

After you set up the servers, you must complete the following tasks:

  1. Enable the IM and Presence service for end users in Cisco Unified Communications Manager:

    • For a pre-existing user, from the end user configuration window: User Management > End User

    • From the Bulk Administration Tool (BAT):

      • For a set of pre-existing users from Bulk Administration > Users > Update Users

      • For new users inserted via BAT from Bulk Administration > Users > User Template, then Bulk Administration > Users > Insert Users

    • The Bulk Administration Tool, for administering multiple users: Bulk Administration > Users > User Template

    • A feature group template: User Management > User/Phone Add > Feature Group Templates

      Note

      You assign an IM and Presence configured feature group template to a user via the quick user/phone add window: User Management > User/Phone Add > Quick User/Phone Add

  2. Create a UC service for IM and Presence, and include that UC service in either the system-wide default service profile you created, or in other service profiles that are individually associated to end users.

For more information about how to configure end users for IM and Presence, see the UC Services and Service Profiles sections in Cisco Unified Communications Manager Administration Guide.

Presence Viewer for End Users

Use the Presence Viewer to view the availability status of a user in IM and Presence Service, and to view the list of contacts and watchers that are configured for that user.

Access the Presence Viewer from an end-user configuration record using Cisco Unified Communications Manager Administration when IM and Presence Service is enabled for that user. For more information, see topics related to enablingIM and Presence Service for a user.

The user must be assigned to an IM and Presence Service node for valid presence information to be available. The AXL, Presence Engine, and Proxy Service must all be running on the IM and Presence Service node for this feature to be functional.

The following table lists the fields that are displayed on the Presence Viewer for the selected end user in Cisco Unified Communications Manager Administration

Table 1. End User Presence Viewer Fields

Presence Setting

Description

User Status

Identifies the availability state of the user, including:

  • Available
  • Away
  • Do Not Disturb
  • Unavailable
  • Custom

User ID

Identifies the selected user ID. A user photo is displayed if one is available for that user.

You can click Submit to choose a different User ID.

View From Perspective of

Specifies a user to see the availability status from the perspective of the user. This allows you to determine how the availability status of a specified user appears to another user, known as a watcher. This functionality is useful in debugging scenarios, for example, where a user has configured privacy policies.

A maximum of 128 characters is allowed.

Contacts

Displays the number of contacts in the contact list for this user.

Click the arrow beside the Contacts heading in the Contacts and Watchers list area to view the availability status of a specific user contact. Click the arrow beside the group name to expand the list of contacts within that group.

Contacts that are not part of a group (groupless contacts) display below the contact group list. A contact may belong to multiple groups, but will only count once against the contact list size for that user.

A warning message appears if the maximum number of contacts configured for end users is exceeded. For more information about IM and Presence Service configuration and the maximum contacts setting, see the IM and Presence Administration Online Help.

Watchers

Displays a list of users, known as watchers, who have subscribed to see the availability status of this user in their contact list.

Click the arrow beside the Watchers heading in the Contacts and Watchers list area to view the availability status of a specific watcher. Click the arrow beside the group name to expand the list of watchers within that group.

A watcher may belong to multiple groups but will only count once against the watcher list size for that user.

A warning message appears if the maximum number of watchers configured for end users is exceeded. For more information about IM and Presence Service configuration and the maximum watchers setting, see the IM and Presence Administration Online Help.

Presence Server Assignment

Identifies the IM and Presence Service server to which the user is assigned. Hyperlinks allow you to go directly to the server configuration page for details.

Enable accessible presence icons

Select this check box to enable presence accessibility icons for this end user.

Submit

Select to run the Presence Viewer.

The user must be assigned to an IM and Presence node for valid presence information to be available. The AXL, Presence Engine and Proxy Service must all be running on the IM and Presence server for this action to be functional.

Display Presence Viewer for End Users

Use Cisco Unified Communications Manager Administration to display the Presence Viewer for an end user.

Before you begin

The end user must be on the home cluster and have IM and Presence enabled.

Ensure that an Exchange Presence Gateway is configured on the Cisco Unified Communications Manager IM and Presence Service server.

Procedure

Step 1

Select User Management > End User to find the end user.

The End User Configuration window displays.
Step 2

Click the Presence Viewer for User link in the Service Settings area.

Note 

The Presence Viewer for User link will display only if the Home Cluster and Enable User for Unified CM IM and Presence check boxes are checked.

The Presence Viewer displays.

Directory UC Services for Presence

Cisco Unified Communications Manager allows you to set up the directory UC service and service profile. You use this feature for directory search presence and contact add functionality from the IM and Presence-enabled clients.

There are three directory options:

User data service (UDS)

User data service is a service that provide access to user informatin stored in the Cisco Unified Communications Manager back-end storage. You can access this directory option from the User Management > User Settings > Service Profile menu path.

Enhanced Directory UC service
Enhanced Directory is a product type for the Directory UC service that is used when a client is able to determine directory setup and mappings from the desktop device by default.

Note

If the defaults need to be changed, then a customer TFTP file must be loaded on Cisco Unified Communications Manager. See more information in the Cisco Jabber for Windows documentation.

Basic Directory UC service
Basic Directory is a product type for the Directory UC service where all of the Lightway Directory Access Protocol (LDAP) attribute mappings settings must be specified on the server for the client to download and use.

Note

These mappings are specified on the IM and Presence Administration GUI under Application > Legacy Clients > Settings.


Tip

Because Cisco clients support various directory UC services, Cisco recommends that you set up all three of the directory services in a single service profile.


Note

Cisco Jabber for Windows clients can use UDS or another LDAP directory such as Enhanced Directory. Enhanced Directory is the default, and in most cases is the best option for directory integration. For more information, see the Cisco Jabber for Windows documentation.


Note

UDS is not currently recommended in multi-cluster deployments that do not have the full enterprise list of users in the database of each cluster.

Presence Redundancy Groups and High Availability

A presence redundancy group is comprised of two IM and Presence Service nodes from the same cluster and provides both redundancy and recovery for IM and Presence Service clients and applications. Use Cisco Unified CM Administration to assign nodes to a presence redundancy group and to enable high availability.

  • Failover - Occurs in a presence redundancy group when one or more critical services fails on an IM and Presence Service node in the group or a node in the group fails. Clients automatically connect to the other IM and Presence Service node in that group.

  • Fallback - Occurs when a fallback command is issued from the Command Line Interface (CLI) or Cisco Unified Communications Manager during either of these conditions:

    • The failed IM and Presence Service node comes back into service and all critical services are running. The failed over clients in that group reconnect with the recovered node when it becomes available.

    • The backup activated IM and Presence Service node fails due to a critical service failure, and the peer node is in the Failed Over state and supports the automatic recovery fallback.

Automatic FallbackIM and Presence Service supports automatic fallback to the primary node after a failover. Automatic fallback is the process of moving users back to the primary node after a failover without manual intervention. You can enable automatic fallback with the Enable Automatic Fallback service parameter on the Cisco Unified CM IM and Presence Administration interface. Automatic fallback occurs in the following scenarios:

  • A critical service on Node A fails—A critical service (for example, the Presence Engine) fails on Node A. Automatic failover occurs and all users are moved to Node B. Node A is in a state called "Failed Over with Critical Services Not Running". When the critical service recovers, the node state changes to "Failed Over." When this occurs Node B tracks the health of Node A for 30 minutes. If no heartbeat is missed in this timeframe and the state of each node remains unchanged, automatic fallback occurs.

  • Node A is rebooted—Automatic failover occurs and all users are moved to Node B. When Node A returns to a healthy state and remains in that state for 30 minutes automatic fallback will occur.

  • Node A loses communications with Node B—Automatic failover occurs and all users are moved to Node B. When communications are re-established and remain unchanged for 30 minutes automatic fallback will occur.

If failover occurs for a reason other than one of the three scenarios listed here, you must recover the node manually. If you do not want to wait 30 minutes before the automatic fallback, you can perform a manual fallback to the primary node. For example: Using presence redundancy groups, Cisco Jabber clients will fail over to a backup IM and Presence Service node if the services or hardware fail on the local IM and Presence Service node. When the failed node comes online again, the clients automatically reconnect to the local IM and Presence Service node. When the failed node comes online, a manual fallback operation is required unless the automatic fallback option is set.

You can manually initiate a node failover, fallback, and recovery of IM and Presence Service nodes in the presence redundancy group. A manual fallback operation is required unless the automatic fallback option is set.

For instructions to set up presence redundancy groups and high availability, see Cisco Unified Communications Manager Administration Guide.

Cisco Server Recovery Manager

The Cisco Server Recovery Manager (SRM) on IM and Presence Service manages the failover between nodes in a presence redundancy group. The Cisco Server Recovery Manager manages all state changes in a node; state changes are either automatic or initiated by the administrator (manual).

When you enable high availability for a presence redundancy group, the IM and Presence node restarts the Cisco Service Recovery Manager (SRM), which establishes heartbeat connections with the peer node, and begins to monitor critical processes. To verify that this service is running, select Cisco Unified IM and Presence Serviceability > Tools > Control Center - Network Services

The SRM does not allow the critical services to be started on an "Idle" node. This only applies to a manual failover. If you attempt to start one of the critical services, the service state transitions from "Starting" to "Started" to "Stopped". You can (re)start services to fix the failure in an automatic failover.

The SRM is responsible for monitoring conditions that can cause a failover and for setting the failover state of each node. Failover can occur due to the following events:

  • An administrator initiates a manual failover.

  • A node in the presence redundancy group fails and an automatic failover occurs.

  • A critical service on one node in the presence redundancy group stops and fails to recover, and an automatic failover occurs.

The SRM on the peer node performs the user failover operation, not the SRM on the failed node. For example, if node A fails, the SRM on node B updates the node status and automatic failover initiates. If the SRM is not turned on, it does not monitor any critical processes, nor does it monitor the heartbeat connections with the peer node.

Before you enable high availability in a presence redundancy group, you must configure the SRM service parameters to properly reflect your deployment. See the Configuration and Administration of IM and Presence Service on Cisco Unified Communications Manager.

Presence Redundancy Group Interactions and Limitations

Consider the following when configuring presence redundancy groups using Cisco Unified CM Administration:

  • Each presence redundancy group requires at least one IM and Presence Service node assigned to it, and each can support up to two IM and Presence Service nodes.

  • An IM and Presence Service node can be assigned to only one presence redundancy group.

  • Both nodes in the presence redundancy group must be running the same version of IM and Presence Service software.

  • Both nodes in the presence redundancy group must be on the same cluster and have the same IM and Presence Service database publisher node.

  • The IM and Presence node does not need to be collocated with the Cisco Unified Communications Manager publisher node.

  • For WAN deployments, a minimum of 10 megabits per second of dedicated bandwidth is required for each IM and Presence cluster, with no more than an 80 millisecond round-trip latency. Any bandwidth less than this recommendation can adversely impact performance.

  • The Cisco Jabber client can be either local or remote to the IM and Presence Service node.

Balanced High Availability and Presence Redundancy Groups

Balanced high availability is achieved when you evenly distribute users across all nodes in the cluster and only use up to 35% of the CPU of each IM and Presence Service server. A balanced high-availability deployment supports up to 15,000 users per redundancy group and up to three redundancy groups per cluster for a total maximum of 45,000 users in a cluster with high-availability. For example, if you have six IM and Presence Service nodes in your cluster and 45,000 users, you assign 7.5 thousand users to each node. Using Cisco Unified Communications Manager Administration, you can either manually assign users to different nodes or initiate automatic rebalancing of user assignments across all nodes in the cluster for optimum load balancing.

For presence redundancy groups in a balanced high-availability deployment, it is recommended that you assign only half the number of users to each node in the presence redundancy group. If one node fails, the other node can handle the full load of the additional 50% of users, even at peak traffic.

High availability is provided at the system level. As such, the Cisco Sync Agent for IM and Presence Service may still have a single point of failure.

Failover Impacts

The IM and Presence Service supports high availability for Cisco Unified Personal Communicator Release 8.5(x) and later. Prior to Release 10.0(x), the Cisco Unified IM and Presence Administration GUI was used to configure high availability on IM and Presence Service. As of Release 10.0(x), the Cisco Unified Communications Manager Administration is used to configure high availability for IM and Presence Service.

During failover to the backup node, availability and instant messaging services are temporarily unavailable on client applications. After failover is complete, the availability and instant messaging services become available on the client again when the client signs back in. Similarly, if fallback occurs, availability and instant messaging services are temporarily unavailable on client applications until fallback completes and the client signs back in. IM and Presence Service clients are signed back in automatically.

The impact of failover on temporary adhoc chat messages depends on the particular client application. On Cisco Unified Personal Communicator, any ad hoc chat windows that were open before failover should display again after the failover is complete. However, if all of the users in a chat room automatically exit the chat room as part of a failover or fallback process, or if the ad hoc chat room is hosted on a failed node, the ad hoc chat windows will not display again after failover and a message is displayed explaining that the chat room was deleted. On all clients, any persistent chat rooms that users create on the failed node cannot be accessed again until recovery.

If the IM and Presence Service client is operating in softphone mode (the user is on a voice call) during failover, the voice call is not disconnected.

When failover occurs, the Intercluster Sync Agent is responsible for communicating the user move information to other clusters. The Intercluster Sync Agent runs on the IM and Presence Service database publisher node and on the IM and Presence Service subscriber nodes in the cluster. For more information about high-availability deployment models for IM and Presence Service, see the Configuration and Administration of IM and Presence Service on Cisco Unified Communications Manager.

Node State Definitions

Table 2. Presence Redundancy Group Node State Definitions

State

Description

Initializing

This is the initial (transition) state when the Cisco Server Recovery Manager service starts; it is a temporary state.

Idle

IM and Presence Service is in Idle state when failover occurs and services are stopped. In Idle state, the IM and Presence Service node does not provide any availability or Instant Messaging services. In Idle state, you can manually initiate a fallback to this node using the Cisco Unified CM Administration user interface.

Normal

This is a stable state. The IM and Presence Service node is operating normally. In this state, you can manually initiate a failover to this node using the Cisco Unified CM Administration user interface.

Running in Backup Mode

This is a stable state. The IM and Presence Service node is acting as the backup for its peer node. Users have moved to this (backup) node.

Taking Over

This is a transition state. The IM and Presence Service node is taking over for its peer node.

Failing Over

This is a transition state. The IM and Presence Service node is being taken over by its peer node.

Failed Over

This is a steady state. The IM and Presence Service node has failed over, but no critical services are down. In this state, you can manually initiate a fallback to this node using the Cisco Unified CM Administration user interface.

Failed Over with Critical Services Not Running

This is a steady state. Some of the critical services on the IM and Presence Service node have either stopped or failed.

Falling Back

This is a transition state. The system is falling back to this IM and Presence Service node from the node that is running in backup mode.

Taking Back

This is a transition state. The failed IM and Presence Service node is taking back over from its peer.

Running in Failed Mode

An error occurs during the transition states or Running in Backup Mode state.

Unknown

Node state is unknown.

A possible cause is that high availability was not enabled properly on the IM and Presence Service node. Restart the Server Recovery Manager service on both nodes in the presence redundancy group.

Node States, Causes, and Recommended Actions

You can view the status of nodes in a presence redundancy group on the Presence Redundancy Group Configuration window when you choose a group using the Cisco Unified CM Administration user interface.

Table 3. Presence Redundancy Group Node High-Availability States, Causes, and Recommended Actions

Node 1

Node 2

State

Reason

State

Reason

Cause/Recommended Actions

Normal

Normal

Normal

Normal

Normal

Failing Over

On Admin Request

Taking Over

On Admin Request

The administrator initiated a manual failover from node 1 to node 2. The manual failover is in progress.

Idle

On Admin Request

Running in Backup Mode

On Admin Request

The manual failover from node 1 to node 2 that the administrator initiated is complete.

Taking Back

On Admin Request

Falling Back

On Admin Request

The administrator initiated a manual fallback from node 2 to node 1. The manual fallback is in progress.

Idle

Initialization

Running in Backup Mode

On Admin Request

The administrator restarts the SRM service on node 1 while node 1 is in "Idle" state.

Idle

Initialization

Running in Backup Mode

Initialization

The administrator either restarts both nodes in the presence redundancy group, or restarts the SRM service on both nodes while the presence redundancy group was in manual failover mode.

Idle

On Admin Request

Running in Backup Mode

Initialization

The administrator restarts the SRM service on node 2 while node 2 is running in backup mode, but before the heartbeat on node 1 times out.

Failing Over

On Admin Request

Taking Over

Initialization

The administrator restarts the SRM service on node 2 while node 2 is taking over, but before the heartbeat on node1 times out.

Taking Back

Initialization

Falling Back

On Admin Request

The administrator restarts the SRM service on node 1 while taking back, but before the heartbeat on node 2 times out. After the taking back process is complete, both nodes are in Normal state.

Taking Back

Automatic Fallback

Falling Back

Automatic Fallback

Automatic Fallback has been initiated from node 2 to node 1 and is currently in progress.

Failed Over

Initialization or Critical Services Down

Running in Backup Mode

Critical Service Down

Node 1 transitions to Failed Over state when either of the following conditions occur:

  • Critical services come back up due to a reboot of node 1.

  • The administrator starts critical services on node 1 while node 1 is in Failed Over with Critical Services Not Running state.

    When node 1 transitions to Failed Over state the node is ready for the administrator to perform a manual fallback to restore the nodes in the presence redundancy group to Normal state.

Failed Over with Critical Services not Running

Critical Service Down

Running in Backup Mode

Critical Service Down

A critical service is down on node 1. IM and Presence Service performs an automatic failover to node 2.

Recommended Actions:

  1. Check node 1 for any critical services that are down and try to manually start those services.

  2. If the critical services on node 1 do not start, then reboot node 1.

  3. When all the critical services are up and running after the reboot, perform a manual fallback to restore the nodes in the presence redundancy group to the Normal state.

Failed Over with Critical Services not Running

Database Failure

Running in Backup Mode

Database Failure

A database service is down on node 1. IM and Presence Service performs an automatic failover to node 2.

Recommended Actions:

  1. Reboot node 1.

  2. When all the critical services are up and running after the reboot, perform a manual fallback to restore the nodes in the presence redundancy group to the Normal state.

Running in Failed Mode

Start of Critical Services Failed

Running in Failed Mode

Start of Critical Services Failed

Critical services fail to start while a node in the presence redundancy group is taking back from the other node.

Recommended Actions. On the node that is taking back, perform the following actions:

  1. Check the node for critical services that are down. To manually start these services, click Recovery in the Presence Redundancy Group Configuration window.

  2. If the critical services do not start, reboot the node.

  3. When all the critical services are up and running after the reboot, perform a manual fallback to restore the nodes in the presence redundancy group to the Normal state.

Running in Failed Mode

Critical Service Down

Running in Failed Mode

Critical Service Down

Critical services go down on the backup node. Both nodes enter the failed state.

Recommended Actions:

  1. Check the backup node for critical services that are down. To start these services manually, click Recovery in the Presence Redundancy Group Configuration window.

  2. If the critical services do not start, reboot the node.

Node 1 is down due to loss of network connectivity or the SRM service is not running.

Running in Backup Mode

Peer Down

Node 2 has lost the heartbeat from node 1. IM and Presence Service performs an automatic failover to node 2.

Recommended Action. If node 1 is up, perform the following actions:

  1. Check and repair the network connectivity between nodes in the presence redundancy group. When you reestablish the network connection between the nodes, the node may go into a failed state. Click Recovery in the Presence Redundancy Group Configuration window to restore the nodes to the Normal state.

  2. Start the SRM service and perform a manual fallback to restore the nodes in the presence redundancy group to the Normal state.

  3. (If the node is down) Repair and power up node 1.

  4. When the node is up and all critical services are running, perform a manual fallback to restore the nodes in the presence redundancy group to the Normal state.

Node 1 is down (due to possible power down, hardware failure, shutdown, reboot)

Running in Backup Mode

Peer Reboot

IM and Presence Service performs an automatic failover to node 2 due to the following possible conditions on node 1:

  • hardware failure

  • power down

  • restart

  • shutdown

Recommended Actions:

  1. Repair and power up node 1.

  2. When the node is up and all critical services are running, perform a manual fallback to restore the nodes in the presence redundancy group to the Normal state.

Failed Over with Critical Services not Running OR Failed Over

Initialization

Backup Mode

Peer Down During Initialization

Node 2 does not see node 1 during startup.

Recommended Action:

When node1 is up and all critical services are running, perform a manual fallback to restore the nodes in the presence redundancy group to the Normal state.

Running in Failed Mode

Cisco Server Recovery Manager Take Over Users Failed

Running in Failed Mode

Cisco Server Recovery Manager Take Over Users Failed

User move fails during the taking over process.

Recommended Action:

Possible database error. Click Recovery in the Presence Redundancy Group Configuration window. If the problem persists, then reboot the nodes.

Running in Failed Mode

Cisco Server Recovery Manager Take Back Users Failed

Running in Failed Mode

Cisco Server Recovery Manager Take Back Users Failed

User move fails during falling back process.

Recommended Action:

Possible database error. Click Recovery in the Presence Redundancy Group Configuration window. If the problem persists, then reboot the nodes.

Running in Failed Mode

Unknown

Running in Failed Mode

Unknown

The SRM on a node restarts while the SRM on the other node is in a failed state, or an internal system error occurs.

Recommended Action:

Click Recovery in the Presence Redundancy Group Configuration window. If the problem persists, then reboot the nodes.

Backup Activated

Auto Recover Database Failure

Failover Affected Services

Auto Recovery Database Failure.

The database goes down on the backup node. The peer node is in failover mode and can take over for all users in the presence redundancy group. Auto-recovery operation automatically occurs and all users are moved over to the primary node.

Backup Activated

Auto Recover Database Failure

Failover Affected Services

Auto Recover Critical Service Down

A critical service goes down on the backup node. The peer node is in failover mode and can take over for all users in the presence redundancy group. Auto-recovery operation automatically occurs and all users are moved over to the peer node.

Unknown

Unknown

Node state is unknown.

A possible cause is that high availability was not enabled properly on the IM and Presence Service node.

Recommended Action:

Restart the Server Recovery Manager service on both nodes in the presence redundancy group.

IM and Presence Service High-Availability Setup

Use Cisco Unified Communications Manager Administration to set up a presence redundancy group consisting of two IM and Presence Service nodes and enable high availability. Nodes within the presence redundancy group that have high availability enabled perform an automatic failover and fallback procedure if one of the nodes fail.

You can also perform a manual failover, fallback, and recovery of nodes within a presence redundancy group using Cisco Unified Communications Manager Administration. As well, you can view the current node status and assigned users for each of the nodes within the group.

Enable or Disable High Availability

Use the Cisco Unified CM Administration user interface to enable or disable high availability for a presence redundancy group that has two IM and Presence Service nodes assigned. You must manually enable high availability for the presence redundancy group to operate in a high availability capacity.


Caution

Disabling high availability for a presence redundancy group removes failover protection for users on those IM and Presence Service nodes.

Before you begin

  • Enable high availability for a presence redundancy group only if replication is setup in the IM and Presence Service cluster and all critical services are running.

  • Make sure critical services are running on at least one node in the presence redundancy group before you turn on high availability in a presence redundancy group. If critical services are not running on either node, the presence redundancy group will go into a Failed state when you turn on high availability. If critical services are only down on one node, then that node fails over to the other node when you turn on high availability. For more information about the critical services for specific deployments, see the Cisco Unified Communications Manager Administration Guide (on Cisco.com).

  • You can turn off high availability in a presence redundancy group so that the two nodes in the presence redundancy group act as standalone nodes. If you turn off high availability in a presence redundancy group when either node is in a failed over scenario (Failed Over, Failed), users on the failed node are homed to the backup node. IM and Presence Service does not move these users to the primary node; they remain on the backup node.

  • See the Configuration and Administration of IM and Presence Service on Cisco Unified Communications Manager for more information about setting up IM and Presence Service nodes and stopping or starting critical services.


Caution

Failure to set up replication in the IM and Presence Service cluster and ensure that all critical services are running may result in an immediate failover when high availability is enabled for the presence redundancy group.

Procedure

Step 1

Choose System > Presence Redundancy Groups.

The Find and List Presence Redundancy Groups window displays.

Step 2

Choose the presence redundancy group search parameters, and then click Find.

Matching records appear.
Step 3

Choose the presence redundancy group that is listed in the Find and List Presence Redundancy Group window.

The Presence Redundancy Group Configuration window appears.

Step 4

Perform one of the following actions:

  1. To enable high availability, check the Enable High Availability check box.

  2. To disable high availability, uncheck the Enable High Availability check box.

Step 5

Click Save.

Manual Failover, Fallback, and Recovery

Use Cisco Unified Communications Manager Administration to initiate a manual failover, fallback, and recovery for IM and Presence Service nodes in a presence redundancy group. You can also initiate these actions from Cisco Unified Communications Manager or IM and Presence Service using the CLI. See the Command Line Interface Guide for Cisco Unified Communications Solutions for details.

  • Manual failover: When you initiate a manual failover, the Cisco Server Recovery Manager stops the critical services on the failed node. All users from the failed node are disconnected and must re-login to the backup node.


    Note
    After a manual failover occurs, critical services will not be started unless we invoke manual fallback.

  • Manual fallback: When you initiate a manual fallback, the Cisco Server Recovery Manager restarts critical services on the primary node and disconnects all users that had been failed over. Those users must then re-login to their assigned node.

  • Manual recovery: When both nodes in the presence redundancy group are in a failed state and you initiate a manual recovery, the IM and Presence Service restarts the Cisco Server Recovery Manager service on both nodes in the presence redundancy group.

Initiate Manual Failover

You can manually initiate a failover of IM and Presence Service nodes in a presence redundancy group using Cisco Unified Communications Manager Administration.

Procedure

Step 1

Select System > Presence Redundancy Groups.

The Find and List Presence Redundancy Groups window displays.

Step 2

Select the presence redundancy group search parameters, and then click Find.

Matching records appear.
Step 3

Select the presence redundancy group that is listed in the Find and List Presence Redundancy Group window.

The Presence Redundancy Group Configuration window appears.

Step 4

Click Failover in the ServerAction field.

Note 

This button appears only when the server and presence redundancy group are in the correct states.

Initiate Manual Fallback

Use Cisco Unified Communications Manager Administration to manually initiate the fallback of an IM and Presence Service node in a presence redundancy group that has failed over. For more information about presence redundancy group node status, see topics related to node state, state change causes, and recommended actions.

Procedure

Step 1

Select System > Presence Redundancy Groups.

The Find and List Presence Redundancy Groups window displays.

Step 2

Select the presence redundancy group search parameters, and then click Find.

Matching records appear.
Step 3

Select the presence redundancy group that is listed in the Find and List Presence Redundancy Group window.

The Presence Redundancy Group Configuration window appears.

Step 4

Click Fallback in the ServerAction field.

Note 

This button appears only when the server and presence redundancy group are in the correct states.

Initiate Manual Recovery

A manual recovery is necessary when both nodes in the presence redundancy group are in the failed state. Use Cisco Unified Communications Manager Administration to manually initiate the recovery of IM and Presence Service nodes in a presence redundancy group that is in the failed state.

For more information about presence redundancy group node status, see topics related to node state, state change causes, and recommended actions.

Before you begin

A manual recovery is necessary when both nodes in the presence redundancy group are in the failed state. Use Cisco Unified Communications Manager Administration to manually initiate the recovery of IM and Presence Service nodes in a presence redundancy group that is in the failed state.

Procedure

Step 1

Select System > Presence Redundancy Groups.

The Find and List Presence Redundancy Groups window displays.

Step 2

Select the presence redundancy group search parameters, and then click Find.

Matching records appear.
Step 3

Select the presence redundancy group that is listed in the Find and List Presence Redundancy Group window.

The Presence Redundancy Group Configuration window appears.

Step 4

Click Recover.

Note 

This button appears only when the server and presence redundancy group are in the correct states.

Other IM And Presence Features

After IM and Presence Service is installed alongside Cisco Unified Communications Manager and end users are configured, end users with IM and availability-capable clients can sign in, create contact lists to see availability, get availability for users through directory search, and get integrated availability through Microsoft Outlook (depending on the client support).

Perform these actions to configure other IM and Presence Service features:

Table 4. Other IM And Presence Service Features

Action

Where to find more information

To enable the network-based phone availability for all devices to be reported for the user, you need to associate each line appearance with the user.

You can accomplish these tasks from the End User configuration window, under "Device Settings." See "End user setup" in Cisco Unified Communications Manager Administration Guide

You must configure an IM and Presence Service publish trunk.

See "Cisco Unified Communications Manager configuration for integration with IM and Presence" in the Configuration and Administration of IM and Presence Service on Cisco Unified Communications Manager

For high availability of phone presence, you must also configure a Cisco Unified Communications Manager presence gateway in the IM and Presence Service node.

See "Cisco Unified Communications Manager configuration for integration with IM and Presence" in the Configuration and Administration of IM and Presence Service on Cisco Unified Communications Manager

For more information about other IM and Presence Service features, see the Deployment Guide for IM and Presence Service on Cisco Unified Communications Manager, Release 9.0(1).

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