When PG(PIM) side
A fails, PG(PIM) side B becomes active. Agents who are on call continues, with
no third-party call control (conference, transfer, and so on) available from
their agent desktop. During the failover to the B-Side PIM. Agents who are not
on a call, CTI desktop disable their agent state or third-party call control
buttons on the desktop. After the failover completes, the agent desktop buttons
are restored. When PG side A recovers, the PIM does not fall-back, PG side B
remains active and call processing continues.