UCCX agent high availability scenario

[prakashar]

Hi,

We have our UCCX primary,cucm pub,cucm sub1 in data centre-1. Agents are also working only out of date center-1 using cisco hard phones. UCCX secondary and cucm sub2 are available in data center-2. In the event of a power failure in data centre-1 which means that uccx primary,cucm pub,cucm sub1 and agent hard phones/computers are down, some of the agents will move out of the data centre-1 to data centre-2. 

In the above scenario, we have to give these relocated agents new cisco phones at data centre-2. However the agent ID will have to remain the same. Because the cucm pub is down, we cannot do an ipcc extension/device remapping on the end user page. 

Is there a feature that can address the above situation

Objective is to have the same agent login with his ID, however the hard phone will be different

Thanks

Prakash

[Aaron Harrison]

1. EM can work without the publisher. You can provision a load balancer to direct connections to EM to the active/local subscriber in each DC (rather than the publisher) even in normal operation.

If you don't do this users can log in to a phone (probably with help from IT) in an emergency by calling a URL on the subscribers that are available : e.g. http://subscriber1/emapp/EMAppServlet?device=SEP000011112222&userid=harrison&seq=2468 (where seq is the pin).

Or a third option would be to use an application to log the users in such as my Phone Operations Manager which you can use to log users in and out of phones (http://www.ipcommute.co.uk/5-current-products/11-phone-operations-manager.html)

2. Another option would be to use Jabber as the phone client. That doesn't require EM; the agent's line will move whenever they log in to the app.

Aaron

[prakashar]

Hi Aaron,

I missed to mention in my earlier post an important detail

Agents in DC-1 will have hard phone whereas the same agents moving to DC-2 will use Jabber. Could you please advise the right solution for this.

[Aaron Harrison]

Hi

Use Jabber in both locations. Two main reasons:

- It will work

- It will be less confusing for users when they have to move to a new office if they are using applications they are familiar with.

You can't have the same agent line on both a Jabber and a desk phone - that's a shared line, and a shared line is unsupported.

Aaron