Fault Tolerance in Collaboration Server

Limited Fault Tolerance Support

Collaboration Server supports limited fault tolerance in the following ways:

Fault Tolerance Scenarios

If a Media Blender connection fails:

Existing Sessions - Stay Connected, however, when agent ends the session by hanging up the phone, the web session is not automatically ended. The agent must manually end the session using the Agent interface.

Queued Session - Sessions that are queued will be put into session when the second Media Blender connection is active and there are agents available on the Media Blender to take calls.

In-transit Sessions - Sessions that are being connected are disconnected may or may not complete.

If an Admin Workstation connection fails:

There should be no ill-effects with agents, callers, or sessions if an Admin Workstation connections fails and the second Admin Workstation connection activates. However, it is possible that administration functions on the Collaboration Server may have been interrupted. For example, if a Collaboration Server administrator was using a wizard to complete a task, and the connection to the ICM Admin Workstation failed before the admin completed the task, it is possible that the databases have become out of sync. In these rare situations it is advised to run the Verify and Sync utility from the Collaboration Server Administration desktop as soon as possible.

If the Collaboration Server fails:

There is no fault tolerance for the Collaboration Server itself. If a Collaboration Server fails, any agents logins, current sessions, and queued sessions will cease to work when the Collaboration Server goes down. However, if you are using two Routing Collaboration Servers behind a Local Director, the local director will detect the failed Collaboration Server and send any new requests to the existing Routing Collaboration Server.

Fault Tolerance in Media Blender

Media Blender also supports limited fault-tolerant connections to the ICM.  Consult the Media Blender Documentation for more information.