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Source https://intranet.genesys.com/pages/viewpage.action?spaceKey=RDA&title=Premise+SIP+BC+and+WWE+9+Smart+Failover | Source https://intranet.genesys.com/pages/viewpage.action?spaceKey=RDA&title=Premise+SIP+BC+and+WWE+9+Smart+Failover | ||
</font> | </font> | ||
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==Failover Scenarios== | ==Failover Scenarios== | ||
===Voice Channel=== | ===Voice Channel=== | ||
| + | If the SIP Phone loses connection to the SIP Servers in one data center, the SIP Phone should re-connect to the SIP Servers in the other data center, based on SIP/dual registration protocol. Note that existing voice calls may be lost. | ||
| + | |||
| + | GWS has a voice component that monitors the local SIP Server session. It will drop when the SIP Server goes down. This will sever its cometd connection back to the WWE application in the agent's browser, signalling to it that there is a problem with the voice connection. | ||
===Workspace=== | ===Workspace=== | ||
Revision as of 16:32, March 3, 2021
Contents
Smart Failover
Until Voice Microservices are available, WWE 9 needs to be deployed in conjunction with legacy SIP Business Continuity deployments.
Olena's comment: New page for GAPI-23129 [DOC] [DEP] Smart failover for premise deployment.
Source https://intranet.genesys.com/pages/viewpage.action?spaceKey=RDA&title=Premise+SIP+BC+and+WWE+9+Smart+Failover
Failover Scenarios
Voice Channel
If the SIP Phone loses connection to the SIP Servers in one data center, the SIP Phone should re-connect to the SIP Servers in the other data center, based on SIP/dual registration protocol. Note that existing voice calls may be lost.
GWS has a voice component that monitors the local SIP Server session. It will drop when the SIP Server goes down. This will sever its cometd connection back to the WWE application in the agent's browser, signalling to it that there is a problem with the voice connection.
Workspace
WWE triggers a disaster recovery failover to another site based on the following triggers:
- DN unregistration (DNStateChanged Inactive event received)
- Voice channel unavailability (ServiceStateChanged UNAVAILABLE event received)
- CometD real-time channel loss
- Workspace initialization issues at login
- Registration failure for Softphone
- Registration failure for WebRTC
The WWE application needs to authenticate in order to login to the backup site. Single Sign-On (SSO) integration automatically login to the backup site without requiring the agent to enter a password.
Data Center
If the entire data center fails, both the voice channel and the WWE application will fail. This impacts both CometD connections to the WWE client, forcing it to reconnect to the backup site. The SIP endpoint also switches over to its SIP BC (as described above).