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Setup CCS Switchover

Interaction Dialer provides failover support for CCS servers. Keep in mind that when CCS switchover is used, it might not be practical for the DBMS to reside on the CCS server.

To install components used by CCS Switchover, perform the procedure below after installing Dialer 2018 R4 on both CCS servers that you wish to use as the switchover pair.

Note: For CCS switchover to work properly, ports 3952 and 3633 must be open on the firewall on both the Primary and Backup CCS.

Note: The Primary CCS and the Backup CCS must have the same time zone setting in Microsoft Windows. Because the evaluation of time zone sets, campaign schedules, and time-based rules occurs on the CCS, it is important that the times match to allow consistency between the Primary and Backup CCS.

Launch the CCS Switchover Setup Assistant

The screen caps in this procedure are out of date and will be replaced in a future update.

At a Central Campaign Server:

  1. On the Start menu, access Programs > Interactive Intelligence and select the CCS Switchover Setup Assistant shortcut.

    Select the check the box to confirm that the newest SU has been installed and click Next.

  1. Enter the password for the IC Server Administrator account and click Next.

Configure the Primary CCS

At the Primary CCS:

  1. Select Switchover A, enter the name of the Backup CSS, and click Next.

  1. Select This is the first or only Campaign Server I am configuring for my environment and click Next.

  1. When you are ready, click Commit.

    At this point, the Setup Assistant will begin a three-stage procedure that involves updating IC Components, updating the Server Group Certificate and Private Key, and renaming the Directory Services tree.

  1. Wait until the process is complete and then select No, I will restart my computer later.

Note: It is important that you do NOT restart the Primary CCS at this point!

Configuring the Backup CCS

At the Backup CCS:

  1. Repeat steps 1 & 2 in the Launching CCS Switchover Setup Assistant section above.

  1. Select Switchover B, enter the name of the Primary CSS, and click Next.

  1. Select This Campaign Server belongs to one of the following multiple Campaign Server scenarios and click Next.

  1. Click the Import Certificate button.

  1. Use the browse buttons on the Import Certificate dialog box to access and select the following directories and files on the Primary CCS Server:

    Certificate

    ...\I3\IC\Certficates\ServerGroup\ ServerGroupCertificate.cer

    Private Key

    ...\I3\IC\Certficates\ServerGroup\ ServerGroupPrivateKey.bin

    Click OK to continue.

  1. When you return to the previous page, you will see that the Server Group Certificate and Server Group Private Key fields are filled in and can click Next.

 

  1. When you are ready, click Commit.

    At this point, the Setup Assistant will begin three-stage procedure that involves updating IC Components, updating the Server Group Certificate and Private Key, and renaming the Directory Services tree.

  1. Wait until the process is complete and then select No, I will restart my computer later.

Note: It is important that you do NOT restart the Backup CCS at this point!

Restart and verify

You'll restart the Primary CCS. Then you'll restart the Backup CCS.

At the Primary CCS:

  1. Restart the server.

  2. Launch Interaction Center.

    Make sure the Primary CCS has fully started before going to next step.

At the Backup CCS:

  1. Restart the server.

  2. Launch Interaction Center.

    Make sure the Backup CCS has fully started before going to next step.
  1. Once primary and backup CCS's have fully started, launch the Switchover Control Panel on either the Primary CCS or the Backup CCS and check the Status Message panel to verify that the switchover is working correctly.

    When you are satisfied that everything is working correctly, click Exit.
Note:  CCS switchover’s underlying implementation points to CIC switchover’s. Hence CCS switchover will show the latest CIC version when the installed Dialer version was released.
 

Verify your configuration

At the ODS:

  1. Launch Interaction Administrator.

  2. Locate and select the Server Parameter container.

  3. Verify that the Dialer Campaign Server Backup parameter appears and that its value contains the name of your Backup CCS.

Tip: It is important that you document the name of the Primary CCS. Should you decide to deactivate the CCS switchover pair at a later date, you'll need to know which server was originally set up as the Primary CCS.