Configure Redundancy for a Switchover Event

The Salesforce Object Routing Server does not reroute lost interactions after a switchover event. This functionality is achieved through Interaction Recovery Service (IRS) and must be in place for email interactions. To enable IRS for email interactions, see Recovery of email interactions in the Automated Switchover Technical Reference.

Salesforce Object Routing Server installation and configuration for switchover event:

• Salesforce Object Routing Server has one to one relationship with the CIC server.

• SORS must be installed on both the CIC server (primary and secondary), See Download and install the Salesforce Object Routing Server for SORS installation.

• Both the primary and secondary SORS must be configured with their own CIC server credentials.

For example, SORS primary service must be configured with the primary CIC server credentials and the secondary SORS service must be configured with the secondary CIC server credentials. See Authentication for SORS service configuration.

Salesforce Object Routing Server automatically checks for the server and makes the connection based on the primary server. The secondary Salesforce Object Routing Server keeps on trying to connect to the secondary server until it becomes primary.