Introduction

The Call Recovery feature expands the functionality that the CIC Automated Switchover System provides. To use the Call Recovery feature, implement and configure the CIC Automated Switchover System. For more information, see the CIC Automated Switchover System Technical Reference.

Genesys recognizes the need to ensure that the CIC server functions in a highly reliable, fail-safe way to prevent unplanned down time. Before CIC SU4, the server lost call interactions, including any work in progress, during a switchover. During a switchover, agents could continue to converse with customers. However, the CIC server lost control of the ongoing call interaction.

Starting in CIC 4.0 SU 4, Telephony Services offers a Call Recovery feature. This feature sends data to the backup server automatically for each call interaction created on the primary server. If a switchover occurs, the Call Recovery feature uses the data on the backup server to attempt to regain control of the call interactions.

The following factors limit the success of the Call Recovery feature:

• Severe network events. For example, if the entire network shuts down and the backup computer cannot connect to the Media Servers, the Call Recovery feature does not work.

Note: Temporary network glitches do not affect the Call Recovery feature.

• Interactions in transition. For example, if a call is in the middle of transferring, it's possible that the Call Recovery feature cannot recover it.

• If the call is of a certain type.

You can configure two servers so that the primary computer in a switchover pair performs the primary CIC functions and the other computer maintains backup data. The system can use the backup data to recreate the call interactions in the event of a switchover. If the primary server fails or disconnects, the secondary server takes over.

A third server, called a Media Server, manages the audio resources during typical operations. Audio resources include players, taps, recorders, monitors, and conferences. During a switchover, the backup server attempts to take control of all these resources, except for conferences.

Usually, the transition between the primary and secondary servers occurs quickly and does not disrupt communications between agents or other users of the system.

Note: In SU 4, the Call Recovery feature does not support conferences.