(→How do I configure disaster recovery for Gplus Adapter for Salesforce?) |
(→How do I configure disaster recovery for Gplus Adapter for Salesforce?) |
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==How do I configure disaster recovery for Gplus Adapter for Salesforce?== | ==How do I configure disaster recovery for Gplus Adapter for Salesforce?== | ||
| − | To perform the following procedure, you need to have | + | To perform the following procedure, you need to set up a new call center using an XML file that Genesys provides to you. |
| + | |||
| + | Before you begin, ensure that you have: | ||
| + | |||
| + | * A Salesforce administrator role account | ||
| + | * The callcenter.xml file | ||
| + | * Host and port information required to specify call center settings. Genesys provides this information to you. | ||
| + | |||
#Get the callcenter.xml file from Genesys and save to a local folder. | #Get the callcenter.xml file from Genesys and save to a local folder. | ||
#Login to Salesforce. | #Login to Salesforce. | ||
| Line 26: | Line 33: | ||
#Click '''Choose File''' and navigate to the folder where you saved the '''callcenter.xml''' file. | #Click '''Choose File''' and navigate to the folder where you saved the '''callcenter.xml''' file. | ||
#Click '''Import'''. | #Click '''Import'''. | ||
| − | #Click '''Edit''' and fill in the | + | #Click '''Edit''' and fill in the '''CTI Adapter URL''' and '''CTI Adapter Backup URL''' that Genesys provided to you. |
| − | + | ||
| + | ===Next steps=== | ||
| + | {{Editgrn_open}}Assign Users to Call Center{{Editgrn_close}} | ||
| + | |||
| + | {{#ponycomment:KrisMcG|Should I provide a link to the Agent Setup guide to the page for adding agents?}} | ||
[[Category:V:HTCC:8.5.2DRAFT]] | [[Category:V:HTCC:8.5.2DRAFT]] | ||
Revision as of 15:19, September 26, 2016
Contents
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 set up a new call center using an XML file that Genesys provides to you.
Before you begin, ensure that you have:
- A Salesforce administrator role account
- The callcenter.xml file
- Host and port information required to specify call center settings. Genesys provides this information to you.
- Get the callcenter.xml file from Genesys and save to a local folder.
- Login to Salesforce.
- Select Setup.
- In the Quick Find field, type Call Center.
- Click Call Centers.
- Click Import.
- Click Choose File and navigate to the folder where you saved the callcenter.xml file.
- Click Import.
- Click Edit and fill in the CTI Adapter URL and CTI Adapter Backup URL that Genesys provided to you.
Next steps
Assign Users to Call Center