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. When the preferred data center returns to operation, the agents is automatically switched back to the preferred data center.

How does disaster recovery affect the 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.

Important

In a disaster recovery scenario, any time 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.

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.

Start

1. Get the callcenter.xml file from Genesys and save to a local folder.
2. Log into Salesforce.com with your administrator credentials to open the Home page..
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 recovery 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.

Removing Multiple Users

To remove multiple users from a call center:

1. Log into Salesforce with your administrator credentials to open the Home page.
2. Click Setup, found under the User menu drop-down list, under your user name in the top right corner, to open the Force.com page.
3. From the App Setup section on the left side of the screen, click Customize to open the customization options.
4. Click Call Center to open the Call Center page.
5. Click Manage Call Centers under the Call Center section.
6. Click the name of the call center from which you want to remove the Salesforce user.
7. In the Call Center Users section, click Manage Call Center Users.
8. Select the Action check box next to each user you want to remove.
9. Click Remove Users.

Adding Users

You can add new users to your Salesforce call center using the following steps:

1. Log into Salesforce with your administrator credentials to open the Home page.
2. Click Setup, found under the User menu drop-down list, under your user name in the top right corner to open the Force.com page.
3. From the App Setup section on the left-hand side of the screen, click Customize to open the customization options.
4. Click Call Center > Call Centers.
5. Click the name of your contact center.
6. In the Call Center Users section, click Manage Call Center Users. You can also access this button from the Call Center Edit screen, if you are editing your callcenter.xml file.
7. Click Add More Users.
8. Specify the search criteria to find the users who you want to assign to your call center. For example, you can search by the Last name field.
9. Click Find to display the refined list of your search criteria.
10. Select the check boxes for the users that you want to add.
11. Click Add to Call Center.