The prerequisites for CTI failover are as follows:
Unified Contact Center Enterprise (Unified CCE) is configured in a duplex mode.
The B Side CTI host and port are configured through the Finesse administration console.
If Finesse loses connection to the A Side CTI server, and the preceding prerequisites have been implemented, CTI failover occurs.
When Finesse is used in a duplex Unified CCE deployment, and it loses connection to the A Side CTI server, it tries to connect once to the B side CTI server. If this attempt fails, Finesse then tries to reconnect to the A Side CTI server. Finesse keeps repeating this process until it makes a successful connection to the CTI server.
A loss of connection to the CTI server can occur due to the following:
Finesse misses three consecutive heartbeats from the connected CTI server.
Finesse encounters a failure on the socket opened to the CTI server.
During failover, Finesse does not handle client requests. Any request made during this time receives a 503 "Service Unavailable" error message. In addition, Finesse does not send out events during this period. After Finesse reconnects to a CTI server, it starts responding to client requests and publishing events.
Any call control, call data, or agent state actions that occur during CTI failover are published as events to the agent desktop after failover is complete. This allows Finesse clients to reflect an accurate view of the call control, call data, and agent state.
If an agent makes or answers a call and ends that call during failover (that is, the entire call takes place during failover), the corresponding events are not published after failover is complete.
An agent or supervisor who signs in after being on an active conference with other devices (which are not associated with another agent or supervisor) may experience unpredictable behavior with the Finesse desktop due to incorrect call notifications from Unified CCE. These limitations also encompass failover scenarios where a failover occurs while the agent or supervisor is participating in a conference call. For example, an agent is in a conference call when the Finesse server fails. When the agent is redirected to the other Finesse server, that agent may see unpredictable behavior on the Finesse desktop. Examples of unpredictable behavior include, but are not limited to, the following:
Despite these caveats, the agent or supervisor can continue to perform normal operations on the phone. Desktop behavior returns to normal after the agent or supervisor drops off the conference call.