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CCS Switchover FAQ   

If the Primary CCS fails, in less than 30 seconds the system can switch control to the Backup CCS with minimal disruption. In addition, the switchover scheme allows administrators to manually switch the active CCS at any time with minimal disruption. However, you may be curious about what exactly happens in the Dialer environment with a CCS Switchover event occurs.

Will running campaigns continue to function normally and all records remain intact?

Yes, running campaigns will continue to function normally as Dialer keeps a set of records in it cache, which is isolated from the CCS Switchover event. No records will be lost or skipped.

What happens if a campaign recycle is initiated just prior to the CCS Switchover event?

A recycle operation that occurs prior to a CCS Switchover event will be safely moved to the database and will continue operation there. Once the CCS Switchover event is complete, the campaign will start normally. Worst case scenario would be that a second recycle occurs.

What happens if a contact list is being imported or updated at the time a CCS Switchover event occurs?

The answer here depends on how far along in the process the import/update is and what caused the CCS Switchover event to occur.

  • If the CCS Switchover occurred due to the physical server powering down, then any data in the cache will be lost and the import/update operation will have to be restarted from scratch.

  • If an import is running at the BCP (Bulk Copy Program) stage, the process will continue normally.

  • If an import hasn't yet reached the BCP stage, all data will be lost and the import operation will have to be restarted from scratch.

  • Updates go though the PMQ (Persistent Message Queuing), which means that in most cases an update will continue normally after a CCS Switchover event occurs.

What happens with real time stats in ICBM Dialer views?

Real time views should be unaffected by a CCS Switchover event. The backup CCS will immediately query for all of the stats and it should pick up right where it left off.

What happens with historical data – is everything written to CIC DB or some data can be missed?

Historical data exists in the CIC DB, which is completely isolated from a CCS Switchover event.

What happens if changes to a campaign's configuration were made in IA, but not yet saved?

Any campaign changes made in IA and not yet saved, will be lost. IA will recognize that a new CCS connection has been established and display a message dialog to that effect. As soon as you click OK, a refresh will occur and any unsaved data will be lost.

What happens in Scripter if an agent has a record open and the call has not yet been dispositioned?

Scripter is completely isolated from a CCS Switchover event. From an agent's perspective everything will continue functioning normally. In fact, an agent will not even be aware that a CCS Switchover event occurred.