Design Guide

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Hosting the Backup MR CTI service requires a MCS 7825 server with Windows 2003 Server
with Service Pack 2.
5.4.9.1 Description of Backup MR CTI Service Operation
 The base MR configuration includes a single MR server hosting all services. In order to
ensure the endpoint recording services continue operation through a MR server failure,
version 2.7 has introduced a redundant CTI service option. With the redundant option a
second MR CTI Service can be installed and configured on a separate server to ensure
CTI events are forwarded to the endpoint recording clients.
 Then both MR CTI services will use the JTAPI link to Communications Manager which
can be configured with both primary (publisher) and secondary (subscriber) links to
Communications Manager.
 The recording clients select which MR CTI service to use starting with the first service
and proceeding down the list until a connection is established. Once a connection is in
place the MR CTI service will register for the clients phone events with Communications
Manager via JTAPI.
 When a ringing or answered event occurs recording is started.
 If the recording client to MR CTI service connection is broken, the recording files in
progress are closed, file number 1 and the recovery process is started.
 To recover the endpoint recording service then establishes a connection to the redundant
MR CTI service and if a call is in progress an event is forwarded immediately and the
endpoint starts a new recording, number 2. Therefore the contact recording capability is
maintained through failure of the primary CTI service. Once the service is restored the
endpoints will reconnect to the primary CTI service.
 Additional Failback details. Once the Primary CTI service is back up, even if the
Secondary CTI service is running, we will connect back to the Primary CTI service as
soon as possible, which may be immediately or immediately after any active call is
ACD