User guide

Virtual Contact Centers
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In Figure 17, the Agent Controller fails, causing agents to rehome to their secondary controller,
which is local to them. A WAN outage initiates the same failover behavior. In this case their
secondary controller also serves as a queueing gateway for path calls.
Figure 17 Configuration 1 - Failover to Local Secondary Controller
Configuration 2: Failover to central secondary, then local tertiary
The following figure shows a resilient virtual call center, distributed across Dallas, New York,
and Los Angeles. The primary and secondary agent controllers are in Dallas, and queueing
gateways in all three locations also act as tertiary agent controllers. If the primary controller
fails in Dallas, the agents fail over to the secondary agent controller in Dallas. (See Figure 18.)
If that secondary controller fails before the primary controller returns to service, then agents
fail over to their local tertiary controllers. (See Figure 19.)