Documentation:HTCC:IWWDep:DisasterRecovery:8.5.2DRAFT

Disaster Recovery

Genesys provides support for disaster recovery in scenarios where the preferred data center goes down. When a disaster scenario occurs, Agent Desktop and Gplus Adapter for Salesforce automatically switches 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, the agents 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.

Important

In a disaster recovery scenario, anytime an agent logs in to Salesforce, the first attempt is to connect to the primary data center. If the login is unsuccessful after a configurable timeout interval, Salesforce connects to the designated disaster recovery data center.

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.

Start

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 CTI Adapter URL and CTI Adapter Backup URL that Genesys provided to you.

End

Next steps

After you add your disaster recover call center, you must provision the call center with users. If you have a previous Salesforce Call Center, remove users from that Call Center and add the users to the new call center you just added. To delete or add users, click Manage Call Center Users.