Switchover Resiliency for Calls (Beta Release)

Interaction Center 4.0 SU3 introduced switchover resiliency for chats, emails, callbacks, and SMS objects. CIC 4.0 SU4 introduces (as a beta release) resiliency for calls that are connected when a switchover occurs. 

Calls connected to CIC stay connected through the switchover event, even if they are connected and waiting in queue when the switchover occurs. Calls in queue remain connected in the same, or very close to the same, order they were in. Calls in IVR are preserved, although these calls might not be seamless. The customer might notice that the IVR menu didn’t respond or that an IVR message is repeated once the switchover occurs. Calls connected to users stay connected and the user retains control over the call.

Switchover resiliency is supported only when the CIC switchover pair is co-located in the same building or network.  Switchover resiliency is not supported in combination with geo-redundant switchover, where the IC servers in the switchover pair are remote from each other and connected via a WAN.

Customers interested is using this feature while still in beta should contact ProductManagement-PureConnect@genesys.com.