Recovery of email interactions

Previously following a switchover, email interactions were requeued as new interactions. Starting with IC 4.0 SU 3, the Interaction Recovery Service subsystem recovers email interactions with the following caveats:

• Email interactions generated by agents lose HTML formatting and convert to plain text. Any attachments are lost.

• Following the switchover, email interactions get new IDs.

• When a switchover occurs during the synchronization process, the interaction state could be lost.

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

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

Scalability of email interaction recovery

If you enabled the Mail Interaction Recovery Enabled parameter, every email interaction created on the active server is shadowed on the backup server. A customer handling large numbers of email interactions can experience issues with performance or scalability due to the additional load on the servers and the network connectivity between the servers. To mitigate these issues, use the Mail Interaction Recovery Filter Enabled parameter to filter the email interactions that are shadowed on the backup server.

After you enable the Mail Interaction Recovery Filter Enabled parameter, an email interaction synchronizes to the backup server when the email interaction is assigned to an agent’s queue. As an agent performs activities on an email interaction, the state of the email interaction is retained. Activities performed by an agent can include:

• ACD assigns an interaction to an agent.
• Agent transfers an interaction to another workgroup queue.

An email interaction that has not been assigned to an agent’s queue is not synchronized to the backup server. An interaction not synchronized to the backup server requeues from the mailbox as normal following a switchover.

Note: When the Mail Interaction Recovery Filter Enabled parameter is enabled, the system removes any email interactions already synchronized to the backup server and resynchronizes the email interaction by using the filter criteria. The resynchronization does not cause any visible impact on the active server.

Without the Mail Interaction Recovery Filter Enabled parameter enabled, the exact number of concurrent email interactions that the synchronization process can handle depends on the:

• Specification and other usage of the CIC servers.
• Network connectivity between the CIC servers.

Genesys has tested mail interaction recovery up to 15,000 concurrent emails. If a customer expects to exceed this level, Genesys recommends enabling the Mail Interaction Recovery Filter Enabled parameter.