Impact

All established calls processed through Communication Manager-1 are in media-preservation mode. No mid-call features are available.

While Survivable Server Core-1 processes are activating services, users signed in to Avaya Workspaces that are either logged in or not to Avaya Experience Platform™ On-Prem cannot make any calls and get an error if they try to make a call.

Agents logged in to Avaya Experience Platform™ On-Prem cannot perform any Contact Center-related function, such as requesting an Agent state change. The agent receives an error on the Avaya Workspaces UI for any Contact Center feature requests made.

If an agent is logged on to Avaya Workspaces when the Communication Manager-1 becomes non-functional after the Survivable Server Core-1 becomes active, the agent gets automatically logged out of Avaya Workspaces. The agent cannot change any state before getting automatically logged out.

HCG Signaling Connector recovery

Due to the failover to Survivable Server Core-1, use the configuration described for HCG Admin Connector recovery to map the HCG cluster to the Survivable Server Core-1.

The affected agents are logged out of the system when the Survivable Server Core-1 is functional. The Signaling Connector receives events to synchronize the state of the previously logged-in agents.

An agent with an Avaya Experience Platform™ On-Prem voice user profile receives an event indicating that the agent is in a Logged-out state. As a result, the Avaya Workspaces UI presents the Start Work screen. At this point, for the agent to re-login to Avaya Experience Platform™ On-Prem, click the Start Work button.

For an Agent with an Avaya Experience Platform™ On-Prem voice + digital user profile, when Communication Manager sends an event indicating that the agent has logged out of Avaya Experience Platform™ On-Prem, the agent gets an error message indicating the lost voice channel.

HCG Admin Services recovery

N/A

HCG Signaling Connector return to normal

Falling back to a recovered Communication Manager is generally a manual process performed during a maintenance window. Use the configuration changes described for the HCG Admin Connector return to normal.

When Communication Manager-1 is functional, it is a controller fallback with manual intervention on the Avaya Aura® side to make Communication Manager-1 active again. The HCG Signaling Connector requires no specific changes for communication to start working with Communication Manager-1 as it is done automatically by an active Session Manager.

HCG Admin Services return to normal

N/A