Documentation:HTCC:IWWDep:DisasterRecovery:8.5.2DRAFT

Disaster Recovery

WWE provides support for disaster recovery in scenarios where the preferred data center goes down. When a disaster scenario occurs, agent desktops and adapters automatically switch from the preferred data center to a secondary data center without the need for agents to log back in again. When the preferred data center returns to operation, Agent Desktop is automatically switched back to the preferred data center.

How does disaster recover affect the agent user experience?

When a disaster recovery situation occurs, a dialog box is presented to agents to request that they refresh their browser without losing their login session.

How do I configuration for disaster recovery?

For Agent Desktops deployments, you don't need to configure anything. Genesys configures disaster recovery for you.

For Gplus Adapter for Salesforce deployments, you need to configure disaster recovery in your Salesforce deployment.

How do I configure disaster recovery for Gplus Adapter for Salesforce?

To perform the following procedure, you need to have a Salesforce administrator role account.

1. Get the callcenter.xml file from Genesys and save to a local folder.
2. Login to Salesforce.
3. Select Setup.
4. In the Quick Find field, type Call Center.
5. Click Call Centers.
6. Click Import.
7. Click Choose File and navigate to the folder where you saved the callcenter.xml file.
8. Click Import.
9. Click Edit and fill in the correct host and port that Genesys provided to you.

#Assign User to Call Center.