and Recovery Mechanism, page 1 Failure Scenarios in Packaged Contact Enterprise Deployments, page 1 Failure Scenarios in Cisco Report Viewer, page 4 and Recovery Mechanism This chapter describes failover and redundancy mechanisms for the gadget in the following deployments: Packaged CCE CCX For recovery scenarios in standalone Server deployments, see Failure Scenarios in Cisco Report Viewer, on page 4. Failover Causes Failover can occur for the following reasons: failure failure (OpenFire) connectivity fails failure Failure Scenarios in Packaged Contact Enterprise Deployments In a Packaged CCE deployment, gadgets fail over from the primary server to the secondary server if any of the following fails: 1
Failure Scenarios in Packaged Contact Enterprise Deployments connectivity fails Important Consideration for Failover gadgets or reports should have initialized and loaded at least once from the configured server before the failover. Error Messages Displayed During Failure Error Message 1: is not available. Trying to connect within 60 seconds. Error Message 2: is not available after repeated attempts. Retrying. Failure Scenarios in Cisco Packaged Contact Enterprise Deployments Table 1: Failure Scenarios in Cisco Packaged Contact Enterprise Deployments Primary Server Status Secondary Server Status Any one of the services is down or network connectivity fails. All services are up and network connectivity is good. Expected Behavior Gadgets display Error Message 1. Gadgets that were loaded from the primary server fail over to the secondary server. 2
Gadgets Failover in Cisco Contact Express Primary Server Status Secondary Server Status Any one of the services is down or network connectivity fails. Any one of the services is down or network connectivity fails. Expected Behavior If both servers are down, gadgets display Error Message 1. Gadgets display Error Message 2 if the services are still down after 60 seconds. If either server (primary or secondary) is up, the gadgets load from that server. In a Packaged CCE deployment, Cisco is installed with self-signed certificates. You must accept the self-signed certificate during the first failover. You do not see the certificate acceptance message during the second or subsequent failovers. For more information on obtaining certificates for, see Certificates for at: http://www.cisco.com/en/us/docs/voice_ip_comm/ cust_contact/contact_center/finesse/finesse_1001/user/guide/cfin_bk_cf7bb5c7_00_ cisco-finesse-administration-1001_appendix_01111.html. Gadgets Failover in Cisco Contact Express This section describes Gadget behavior in CCX when different services fail. Failure 3
Failure Scenarios in Cisco Report Viewer When is down, an error message is displayed. After the is back in service, the server responds to client requests in 1 to 3 minutes. Failure If fails, gadgets will fail over from the primary server to the secondary server. Failure If network connectivity fails, Cisco Finesse desktop will fail over from the primary server to the secondary server. Failure Scenarios in Cisco Report Viewer This table describes error handling and recovery scenarios in the Report Viewer for different deployments during each failure. Error Messages Displayed During Failure Error Message 1: is not available. Trying to connect within 60 seconds. Error Message 2: is not available after repeated attempts. Retrying. Table 2: Failure Scenarios Scenario Failure Failure Report Viewer in CCX Displays Error Message 1 after the sessions are terminated. Reporting users must re-login. If the service is up before the session terminates, users should re-launch the report. If the is still down after 60 seconds, Error Message 2 is displayed. If the is still down after 60 seconds, Error Message 2 is displayed. If the is up while any of these error messages are displayed, the sessions resume automatically. Auto-refresh and Threshold check boxes will reset to the default settings after the service is up. Resized and hidden columns revert back to their original settings. Report Viewer in Packaged CCE Sessions are closed. Reporting users must re-login. If the is still down after 60 seconds, Error Message 2 is displayed. If the is up while any of these error messages are displayed, the sessions resume automatically. Auto-refresh and Threshold check boxes will reset to the default settings after the service comes up. Resized and hidden columns revert back to their original settings. 4
Failure Scenarios in Cisco Report Viewer Scenario Failure Report Viewer in CCX If the is up while any of these error messages are displayed, the sessions resume automatically. If the is still down after 60 seconds, Error Message 2 is displayed. Report Viewer in Packaged CCE If the is still down after 60 seconds, Error Message 2 is displayed. If the is up while any of these error messages are displayed, the sessions resume automatically. Failure NA If the is still down after 60 seconds, Error Message 2 is displayed. Sessions resume automatically after the service is up. 5
Failure Scenarios in Cisco Report Viewer 6