CIC Switchover system processes and architecture

A switchover environment uses a pair of identical CIC servers:

• The active server processes all CIC interactions, such as phone calls, email, faxes, web chats, and voice mail.

• The backup server is a mirror image of the active server, duplicating its hardware and software, including the current configuration of CIC. The backup server regularly monitors the active server. It validates specific CIC subsystems and looks for the appropriate return signal from an attempted call operation. The backup server also monitors and dynamically copies any changes to the configuration of the active server. These changes include new user entries, line configuration changes, handler updates, or Interaction Attendant profiles. All of these changes keep the Directory Services (DS) tree on the backup server identical to the DS tree on the active server. The backup server also monitors and copies any changed files.

  Note:
  This document uses the terms active server and backup server to signify the switchover process as occurring between two states as opposed to two physical servers.

The backup server starts the switchover process immediately when it detects that the active server is not responding to TS (Telephony System) pings.