Component redundancy allows Webex Contact Center to provide resilience when there is a service outage. You can configure both Webex Contact Center cloud and enterprise CUBE to be redundant:

  • Within a geographic region—You can set up more than one POP within an enterprise.

  • Across enterprise data centers within a geographic region.

  • Within enterprise networks—You can also set up CUBE in high availability (HA) mode. HA mode preserves oth signaling and media.

All signaling and media are sourced to and from the virtual IP address.

Webex Contact Center uses two VPOPs to ensure high availability. For optimal performance, the service provider should also set up two POPs. This ensures that the hunting between the Webex Contact Center VPOPs is an even round robin.

Redundancy Within a Geographic Region

Configure two VPOPs for each geographic region so that the enterprise CUBE can switch between VPOPs if a network failure occurs, with minimal call impact.

Redundancy Within a Geographic Region
Redundancy Within a Geographic Region

Redundancy Across Enterprise Data Centers Within a Geographic Region

Configure two data centers within the enterprise to connect to the same Webex Contact Center VPOPs, within the same geographic region.

Redundancy Across Enterprise Data Centers Within a Geographic Region
Redundancy Across Enterprise Data Centers Within a Geographic Region

CUBE Redundancy Within the Enterprise Network

Using the CUBE High Availability (HA) feature with box-to-box redundancy ensures that the system preserves active calls when one of the CUBEs experiences an outage. Using the CUBE HA feature requires that all CUBEs:

  • Use the same hardware configuration.

  • Use the same software configuration.

  • Use the same IOS version.

  • Use the same type of platform.

  • Use virtual IP addresses (VIP) for signaling and media.

  • Are connected using a physical switch.


 

You can also use CUBEs as standalone SBCs. However, using standalone CUBEs does not provide redundancy within the enterprise network.

For more information on CUBE HA, see the Cisco Unified Border Element Configuration Guide .

Example: Configure Redundancy Group and Active-Standby Pair

  1. Configure the redundancy group and turn on CUBE redundancy:

    redundancy
 application redundancy
  group 1
   name cubess-load-sbe-1
   priority 100 failover threshold 75
   timers delay 30 reload 60
   control GigabitEthernet2 protocol 1
   data GigabitEthernet2
   track 1 shutdown
   track 2 shutdown
  protocol 1
   name cubess-load-sbe-1
   authentication text sbe_1
!
voice service voip
redundancy-group 1

  2. Track interfaces to trigger switchover:

    track 1 interface GigabitEthernet1 line-protocol
track 2 interface GigabitEthernet2 line-protocol
!
redundancy
 application redundancy
  group 1
   track 1 shutdown
   track 2 shutdown

  3. Redundancy interface identifier for inside and outside interface:

    interface GigabitEthernet1
 ip address 10.1.20.10 255.255.255.0 #Example IP for illustration
 redundancy rii 15
 redundancy group 1 ip 10.1.20.115 exclusive 
 hold-queue 10000 in
 hold-queue 10000 out
!
interface GigabitEthernet2
 ip address 10.2.20.10 255.255.255.0 #Example IP for illustration
!

  4. Configuration on active and standby interface:

    dial-peer voice 70021 voip
  description to-CUCM
  voice-class sip bind control source-interface GigabitEthernet1
  voice-class sip bind media source-interface GigabitEthernet1
dial-peer voice 70020 voip
  description to-SIP-SP
  voice-class sip bind control source-interface GigabitEthernet0
  voice-class sip bind media source-interface GigabitEthernet0

  5. Configure media inactivity to clean up calls after failover that may not disconnect:

    ip rtcp report interval 3000
!
gateway 
 media-inactivity-criteria all
 timer receive-rtcp 5
 timer receive-rtp 86400