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Recovery of chat interactions

Previously, following a switchover, chat users had to reconnect and wait for an agent. Starting with IC 4.0 SU 3, the Interaction Recovery Service subsystem recovers chat interactions with a transition that is almost seamless. Once switchover occurs, the WebProcessor subsystem prepares the mirrored interactions.

Note the following:

  • Automatically generated status messages are lost after switchover. However, the switchover process replicates all of the other texts that are exchanged during the chat session.

  • Files that were transferred during the chat session are not available after switchover.

  • The switchover behavior of the CIC clients is the same as it was in switchovers before IC 4.0 SU 3.

  • All chat responses typed during the switchover are maintained. They are not lost.

The following table provides configuration information for the recovery of chat interactions.

Enabled by default?

No. Requires a server parameter.

Server parameter

Chat Interaction Recovery Enabled

Set this parameter to 1. For more information, see Optional Switchover Server parameters.

Requires a subsystem restart?

Yes. Restart the WebProcessor subsystem on the active server and reboot the backup server. After the parameter is enabled and the backup server has restarted, the Interaction Recovery Service subsystem performs a full synchronization of chat interactions with the active server.

Note:
For information about a known side effect of enabling this server parameter, see A note about the loss of duration information for interactions.