User guide

Introduction CentreVu CMS R3V8 High Availability User Guide
Overview 1-3
Dual ACD Links 1
Duplicate hardware is a key component of the High Availability system.
The function of the duplicate hardware is to eliminate a single point of
failure in order to prevent data loss due to hardware failures. The dual
ACD link feature addresses ACD link failures and builds on the increased
ACD link reliability provided by TCP/IP. The C-LAN card provides TCP/IP
connectivity between the DEFINITY® and the CMS server. Each ACD
link requires a separate C-LAN card and supports different network
routes to eliminate as many single points of failure as possible.
The ACD Call Processing software will send duplicate data to both CMS
servers simultaneously. Thus, both CMS servers will collect identical real-
time, historical, and call record data. Furthermore, both CMS servers will
be able to perform call center and agent administration, and the results
will be communicated from the DEFINITY® switch back to both CMS
servers. However, as we discuss in detail later, we strongly recommend
performing administrative functions from only the Primary CMS server.
An idealized schematic of the network links between each of the dual
ACD CLAN cards on a Definity ECS and their respective CMS HA
servers is shown in the following figure.
to customer
network
CMS Secondary
CMS Primary