Bed 3: Call Flows and Redundancy This topic provides configuration information for a variety of sample call flows that were tested and verified in Bed 3 in the contact center environment for Cisco Unified Communications System Release 8.6(1). This topic also describes specific test cases that were executed as a part of Cisco Unified Communications System Release 8.6(1) failover testing. This topic contains the following sections: ed Call Flows Failure, Failover and Recovery ed Call Flows The Cisco Unified Customer Voice Portal (Unified CVP) test bed handles the following types of call flows: Unified CVP Post-Routed Call flow, where the call arrives at the branch offices/retail centers and the call is handled by agents at these sites. Call Flows Call flows generated in the Cisco Unified Contact Center Enterprise (Unified CCE) with Cisco Unified Customer Voice Portal (Unified CVP) test bed receive the following general call treatment by the system: Unified CVP plays announcements and collects digits from caller. Agent configured for auto answer by Cisco Unified Communications Manager (Unified CM). Agent Greeting and Whisper Announcement are played. If agent is logged on and available, the call transfers directly to agent. If no agent is available, the call is queued locally. Caller terminates call by hanging up. Table 1 lists the number of agents and the Busy Hour Call Attempt (BHCA) for agents per call type is was used in this test bed. 1
Failure, Failover and Recovery Bed 3: Call Flows and Redundancy Table 1 Number of Agents/BHCA per Call Type Call Flow # Call Type Agents BHCA 1 Inbound 970 8,730 2 Agent initiated single step transfer to skill group 10 10 3 Agent initiated warm transfer to skill group 10 10 4 Agent initiated conference to skill group 10 10 Failure, Failover and Recovery This topic includes the following sections: Failover and Recovery Cases WAN Disconnect Subscriber 1 to Subscriber 2 Failed Subscriber 1 Cisco CTIManager and Cisco CallManager Services CallManager, CTIManager, Peripheral Gateway and CTI OS Server Race Condition Start Up WAN Failure on Subscriber 2 Extended Cases Peripheral Gateway Failover: Visible Peripheral Gateway Network Failure Peripheral Gateway Failover: Cisco Unified Communications Manager Disconnect A Side Peripheral Gateway Private Network Failure on Active B Side Peripheral Gateway Private Network Failure on Active A Side Failover of CTI Server Peripheral Gateway A to Peripheral Gateway B Peripheral Gateway Failover with 500 Mobile Agents on Unified CVP Call Flow Failover and Recovery Cases This section describes the key failover scenarios tested, which include WAN failures causing peripheral gateway failover and Unified CM Mobile Agent LCP/RCP failover. WAN Disconnect Subscriber 1 to Subscriber 2 sites involved are Datacenter A and Datacenter B. 200 agents logged in with 100 agents on Subscriber 1 and 100 agents on Subscriber 2. 2 calls are placed. 2
Bed 3: Call Flows and Redundancy Failure, Failover and Recovery 1. Simulate network failure to Subscriber 2 by disconnecting network cable. 2. Verify the system behavior immediately after the simulated Subscriber 2 network failure as described in After the Subscriber 2 Network Failure. 3. Reconnect IP to Subscriber 2. 4. Verify the system behavior after Subscriber 2 was restored as described in After the Subscriber 2 Network was Restored. After the Subscriber 2 Network Failure All LCP/RCPs fail over to Subscriber 1. After the Subscriber 2 Network was Restored All LCP/RCPs return to original Subscribers. Mobile agents able to log in. Failed Subscriber 1 Cisco CTIManager and Cisco CallManager Services sites involved are Datacenter A and Datacenter B. EAPIM active, CTI Server active, JTAPI active with CTI OS active on A side. 500 LCP and 500 RCP CTI ports available. Even LCP/RCPs registered with Subscriber 1. Odd LCP/RCPs registered with Subscriber 2. 4 mobile agents on customer calls. 1. Simulate failure of Subscriber 1 CTIManager and CallManager Services. 2. Verify the system behavior immediately after the simulated Subscriber 1 failure as described in After the Subscriber 1 Failure. 3. Hang up calls and agent phones. 4. Re-log in agents. 3
Failure, Failover and Recovery Bed 3: Call Flows and Redundancy 5. Restart Subscriber 1 CTIManager and CallManager Services. 6. Hang up calls and agent phones. 7. Re-log in agents. 8. Verify the system behavior after Subscriber 1 was restored as described in After the Subscriber 1 was Restored. After the Subscriber 1 Failure Peripheral Gateway 1A fails over to Peripheral Gateway 1B. Agents log out. After the Subscriber 1 was Restored Peripheral Gateway 1A returns as active peripheral gateway. Mobile agents able to log in. CallManager, CTIManager, Peripheral Gateway and CTI OS Server Race Condition Start Up sites involved are Datacenter A and Datacenter B. EAPIM active, CTI Server active, JTAPI active with CTI OS active on A side. 500 LCP and 500 RCP CTI ports available. Even LCP/RCPs registered with Subscriber 1. Odd LCP/RCPs registered with Subscriber 2. 200 nailed up mobile agents registered with Peripheral Gateway 1A. The following describes the testing that was performed: 1. Shut down the Peripheral Gateway 1B and CG 1B, Peripheral Gateway 1A and CG 1A, Subscriber 2 CallManager and CTIManager Services and Subscriber 1 CallManager and CTIManager Services. 2. Start Subscriber 1 CallManager and CTIManager Services and then perform the next step after approximately 1 minute. 3. Start Peripheral Gateway 1A, CG 1A and then perform the next step after approximately 20 seconds. 4. Start Subscriber 2 CallManager Services 5. Start Subscriber 2 CTIManager Services. 4
Bed 3: Call Flows and Redundancy Failure, Failover and Recovery 6. Verify the system behavior immediately after the simulated race condition as described in After the Race Condition Start Up. After the Race Condition Start Up Mobile agents able to log in. WAN Failure on Subscriber 2 sites involved are Datacenter A and Datacenter B. EAPIM active, CTI Server active, JTAPI active with CTI OS active on A side. 2 agents on customer calls on remote analog phones. 1. Simulate a WAN failure on Subscriber 2. 2. Verify the system behavior immediately after the simulated WAN failure as described in After the Subscriber 2 Failure. 3. Restore WAN to Subscriber 2. 4. Verify the system behavior after Subscriber 2 was restored as described in After the Subscriber 2 was Restored. After the Subscriber 2 Failure Calls at Subscriber 2 quiet clear. LCP/RCP move to Subscriber 1. Agents logged out and calls disconnected. After the Subscriber 2 was Restored RCP/LCPs move back to Subscriber 2. Agents able to log in and take new calls. 5
Failure, Failover and Recovery Bed 3: Call Flows and Redundancy Extended Cases This section describes the extended test cases performed. Peripheral Gateway Failover: Visible Peripheral Gateway Network Failure sites involved are Datacenter A and Datacenter B. Registry key NICStatusBasedFailover set to 1 to allow CTI Server and CTI OS to switch over. 500 LCP and 500 RCP CTI ports available. Even LCP/RCPs registered with Subscriber 1. Odd LCP/RCPs registered with Subscriber 2. EAPIM active, CTI Server active with CTI OS active on A side. 200 mobile agents logged in across Subscriber 1 and Subscriber 2. Some agents on calls or ready for calls. 1. Simulate a network failure to Peripheral Gateway 1A. 2. Verify the system behavior immediately after the simulated Peripheral Gateway 1A failure as described in After the Peripheral Gateway Failure. After the Peripheral Gateway Failure Peripheral Gateway 1A fails over to 1B. Mobile agents able to log in and take calls. Peripheral Gateway Failover: Cisco Unified Communications Manager Disconnect A Side sites involved are Datacenter A and Datacenter B. 6
Bed 3: Call Flows and Redundancy Failure, Failover and Recovery EAPIM active, CTI Server active with CTI OS active on A side. Agents logged in and on calls or ready for calls. 1. Simulate a network failure by disconnecting Subscriber 1 from the network. 2. Verify the system behavior immediately after the simulated network failure as described in After the Network Failure. After the Network Failure Active A side fails over to B side. Mobile agents able to log in. Peripheral Gateway Private Network Failure on Active B Side sites involved are Datacenter A and Datacenter B. Peripheral Gateway 1A configured as primary peripheral gateway. Peripheral Gateway 1A and B communicating to Central Controllers with B side active. EAPIM active, CTI Server active with CTI OS active on B side. Agents logged in and in calls or ready for calls. 1. Simulate a failure to on active B Side. 2. Verify the system behavior immediately after the simulated active B Side failure as described in After the Active B Side Failure. After the Active B Side Failure A Side becomes active. Agents able to log in and take calls. 7
Failure, Failover and Recovery Bed 3: Call Flows and Redundancy Peripheral Gateway Private Network Failure on Active A Side sites involved are Datacenter A and Datacenter B. Peripheral Gateway 1A configured as primary peripheral gateway. EAPIM active, CTI Server active with CTI OS active on B side. Agents logged in and in calls or ready for calls. The following describes the testing that was performed: 1. Simulate a failure on active A Side. 2. Verify the system behavior immediately after the simulated active A Side failure as described in After the Active A Side Failure. After the Active A Side Failure A Side remains active. No change in agent connectivity. Failover of CTI Server Peripheral Gateway A to Peripheral Gateway B sites involved are Datacenter A and Datacenter B. Peripheral Gateway 1A and B communicating to Central Controllers with B side active. EAPIM active and JTAPI active on B side. CTI Server active on both A and B side. Agents logged in and in calls or ready for calls. 1. Stop the CTI Server on the A Side. 8
Bed 3: Call Flows and Redundancy Failure, Failover and Recovery 2. Verify the system behavior immediately after the simulated A Side CTI Server failure as described in After the A Side CTI Server Failure. After the A Side CTI Server Failure B Side becomes active. Agents able to log in and take calls. Peripheral Gateway Failover with 500 Mobile Agents on Unified CVP Call Flow sites involved are Datacenter A and Datacenter B. 500 mobile agents logged in. 1. Simulate a WAN failure. 2. Verify the system behavior immediately after the simulated WAN failure as described in After the WAN Failure. After the WAN Failure Peripheral gateway fails over. Mobile agents able to log in. 9
Failure, Failover and Recovery Bed 3: Call Flows and Redundancy 10