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Automated Switchover System Technical Reference
Recovery of SMS interactions
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.
Note the following:
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Automatically generated status messages are lost after switchover. However, the switchover process replicates all of the other texts that are exchanged during the SMS session.
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The switchover behavior of the CIC clients is the same as it was in switchovers before CIC 2016 R4.
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All SMS responses typed during the switchover are maintained. They are not lost.
The following table provides configuration information for the recovery of SMS interactions.
Enabled by default? |
No. Requires a server parameter. |
Server parameter |
SMS Interaction Recovery Enabled Set this parameter to 1. For more information, see |
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 SMS 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
.
For information about why SMS chats may not be retained during a switchover
even when this parameter is set, see SMS
chats are not retained during a switchover
.
The recovery of SMS generic objects requires that you also configure the
IonNotifier parameter. For information, see Call Recovery Feature
Technical Reference in the PureConnect
Documentation Library.