Call Survivability configuration allows you to re-route phone calls to another destination when Queue Manager Enterprise is not available, for example in case of network problems.
HA configuration must be used to configure re-routing from one node to other nodes in cluster installations.
The configuration procedure is the same, with few differences. A configuration with two nodes is detailed in this page.
This configuration applies to CuCM 8.6 and later. The procedure for earlier versions is similar. Please ask Imagicle Support if you need the details.
Create a new partition named PT_Imagicle_QME_Failover. This will contain the routes to handle incoming calls in survivability mode (when both Imagicle servers are unavailable).
Create two new CSS:
Create a new ad-hoc SIP Trunk Security Profile (CM Admin: System --> Security --> SIP Trunk Security Profile), in this way:
Name: | Imagicle_QME_SIP_Security_Profile |
Incoming Transport Type: | TCP + UDP |
Outgoing Transport Type: | UDP |
Incoming Port: | 5062 |
Enable Digest Authentication: | disabled |
Enable Application Authorization: | disabled |
Accept Out-of-Dialog REFER: | enabled |
Accept Unsolicited Notification: | enabled |
Accept Replaces Header: | enabled |
Create a new ad-hoc SIP Profile (CM Admin: Device --> Device Settings --> SIP Profile), in this way:
Imagicle_QME_SIP_Profile | |
Redirect by Application: | enabled |
At least 3 SIP trunks are needed. Details following.
Create a SIP trunk for the primary QME server, named "Imagicle_QME_Primary_SIP_Trunk" and one for the backup server (if existing) named "Imagicle_QME_Backup_SIP_Trunk".
Both of them must have the following settings:
Device Information | |
---|---|
Device pool: | Any |
Call classification: | OnNet |
Run On All Active Unified CM Nodes: | enabled |
Outbound calls | |
Redirecting Diversion Header Delivery - Outbound: | enabled |
Calling Party Selection: | Originator |
Inbound calls | |
Redirecting Diversion Header Delivery - Inbound: | enabled |
Calling Search Space: | A CSS suitable to reach agents phones and the QME Trunk itself |
SIP Information | |
Destination Address: | IP address of the Imagicle server (IPv4) |
Destination Port*: | 5062 |
Out of Dialog Refer CSS: | CSS_Imagicle_QME |
SIP Trunk Security Profile: | Imagicle_QME_SIP_Security_Profile |
SIP Profile: | Imagicle_QME_SIP_Profile |
Rerouting Calling Search Space: | CSS_Imagicle_QME |
* Please, notice the Destination port points to UDP port 5062 of the Imagicle server.
This loopback SIP trunk is used for call survivability, to handle incoming calls when both Imagicle server are down/unreachable. It allows calls to re-enter the CUCM and trigger a failover (backup) phone number just to avoid to loose calls.
Create a SIP trunk with following settings:
Name | Imagicle_SIP_TRUNK_FAILOVER |
Device pool: | Any |
Call classification: | OnNet |
Run On All Active Unified CM Nodes (CUCM 8.X and later): | enabled |
Inbound calls | |
---|---|
Redirecting Diversion Header Delivery - Inbound: | enabled |
Calling Search Space: | CSS_Imagicle_QME_Failover |
Prefix DN: | <EMPTY> |
SIP Information | |
Destination Address: |
IP address CM Sub 1 Specify here a list of CUCM nodes having the "CallManager" service running (normally subscriber does) |
Destination Port: | 5060 |
Out of Dialog Refer CSS: | none |
SIP Trunk Security Profile: | Non Secure SIP Trunk Profile |
SIP Profile: | Imagicle_QME_SIP_Profile |
Rerouting Calling Search Space: | none |
Create a RouteGroup for QME SIP Trunks and a Route Group for failover (call survivability):
This route group engages the 2 Imagicle servers top-down:
Name: | RG_Imagicle_QME_Servers |
Distribution Algorithm: | Top Down |
Selected Devices (ordered by priority): |
|
This route group contains the Loopback Failover SIP Trunk:
Name: | RG_Imagicle_QME_Failover |
Distribution Algorithm: | Top Down |
Selected Devices (ordered by priority): | Imagicle_SIP_TRUNK_FAILOVER |
Create a new Route List including the Route Groups you just created:
Name: | RL_Imagicle_QME |
CM Group: | Any |
Enable this RouteList: | enabled |
Run on All Active Unified CM Nodes: | enabled |
Members: |
|
A route pattern is needed to route incoming calls to the Queue Manager Enterprise. The route pattern pointing the RouteList RL_Imagicle_QME should be defined accordingly with the PBX numbering plan and with the queues phone numbers. For example, defining a route pattern 6XXX will allow to manage queues with phone number 6801, 6802, etc..
Please remember that:
When both Imagicle server are down or unreachable, incoming traffic is rerouted by the Route List to the loopback SIP Trunk. The call re-enters the UCM in the PT_Imagicle_QME_Failover partition. In such partition you must define your backup routes to handle incoming call. Most probably you need to define in this partition a Translation Pattern for each QME queue number. For instance, to redirect incoming calls for ACD queue 8501 to the backup extension number 201 (phoneset or hunt pilot), you need to create a Translation Pattern with Called Party Number Transformation 8501 --> 201.
The following procedure allows you to test the call survivability configuration. With one server, you just have to test this.
In cluster installations with two or more servers, you should test both failover to the backup node and call survivability.
To test failover:
To test the call survivability: