Recovery of SMS Interactions in Switchover

Previously, following a switchover, SMS users had to reconnect and wait for an agent. Starting with CIC 2016 R4, the Interaction Recovery Service subsystem recovers SMS interactions with a transition that is almost seamless. Once switchover occurs, the WebProcessor subsystem prepares the mirrored interactions.

To enable recovery of SMS interactions, set the SMS Interaction Recovery Enabled server parameter to 1. For this parameter to take effect, you must restart the Web Processor on both the primary and backup servers in a switchover pair. For more information, see the Automated Switchover System Technical Reference.