Introduction

Genesys recognizes the need to ensure that the Customer Interaction Center (CIC) server functions in a highly reliable, fail-safe way to prevent unplanned down time. To accomplish this goal, you can configure 2 servers so that one performs the primary CIC functions and the other maintains a mirror image of the primary server. If the primary server fails or becomes disconnected, a switchover occurs and the backup server takes over. In most cases, the switchover transition occurs quickly and does not disrupt communications between agents or users of the system. Replication occurs continuously between the two servers to ensure that in the event of a switchover, there is minimal data loss.

For more information about CIC security considerations that may affect your switchover configuration, see PureConnect Security Features Technical Reference in the PureConnect Documentation Library at http://help.genesys.com/cic.

For more information on configuring the recovery of call interactions, see Call Recovery Feature Technical Reference in the PureConnect Documentation Library.