Impact |
All agents assigned to the Avaya Hybrid Cloud Gateway cluster 1 lose the SIP signaling connections to Avaya Aura®. All established calls handled by the cluster are in the media-preservation mode. No new calls can be made or received through the Avaya Hybrid Cloud Gateway cluster. Avaya Workspaces displays an error message to the impacted users if they invoke a mid-call feature. During an outage, the admin connector and the admin services are non-functional. |
HCG Signaling Connector recovery |
If the outage is short and the websocket connections recover, the signaling connector auto-recovers SIP connection of the user. The administrator must not trigger any failover from Avaya Hybrid Cloud Gateway Cluster 1 to Avaya Hybrid Cloud Gateway Cluster 2.
If the outage is longer and the administrator must failover from Avaya Hybrid Cloud Gateway cluster 1 to Avaya Hybrid Cloud Gateway cluster 2, the administrator can perform the following:
Configure the Communication Manager-1 element in Application Center Administration and map to Avaya Hybrid Cloud Gateway cluster 2. The configuration change triggers the Avaya Experience Platform™ On-Prem ADF connector to auto re-register the affected Avaya Workspaces endpoint to UC3, regardless of the agent on a call. This initiates the registration of the SIP station from Avaya Hybrid Cloud Gateway. The agents logged in to Communication Manager-1 before the failure stay logged in to Communication Manager-1 after the SIP station is re-registered from Avaya Hybrid Cloud Gateway cluster 2. After the SIP station is re-registered from Avaya Hybrid Cloud Gateway cluster 2, the agent must display as automatically logged in on Avaya Workspaces and the current agent state in Communication Manager must reflect on Avaya Workspaces.
Note:
There can be a case where you need to update the Avaya Hybrid Cloud Gateway field in the Communication Manager element to point to another Avaya Hybrid Cloud Gateway cluster. For example, you need to change mapping from a small profile Avaya Hybrid Cloud Gateway cluster to a large profile Avaya Hybrid Cloud Gateway cluster. In this case, if the previous Avaya Hybrid Cloud Gateway cluster continues to be active, then after you map the Communication Manager element to the new Avaya Hybrid Cloud Gateway cluster, the Avaya Experience Platform™ On-Prem ADF connector auto re-registers the affected Avaya Workspaces endpoint to UC3, regardless of the agent on a call. However, the user must then initiate Start Work to log in the agent to Hybrid Voice. If the user has both Hybrid Voice and Digital, then the user must Finish Work and then initiate Start Work to log in the agent to Hybrid Voice.
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HCG Admin Services recovery |
During the outage, Cloud Ops cannot access the Avaya Hybrid Cloud Gateway in cluster 1. However, Cloud Ops can access the Avaya Hybrid Cloud Gateway in cluster 2. |
HCG Signaling Connector return to normal |
If the outage is longer when the Avaya Hybrid Cloud Gateway cluster 1 is functional, the signaling connector in Avaya Hybrid Cloud Gateway cluster 1 does not recover the SIP registration for the agents re-assigned to Avaya Hybrid Cloud Gateway cluster 2.
The administrator must configure the switch back during a maintenance window:
Configure Communication Manager-1 and remap it from Avaya Hybrid Cloud Gateway cluster 2 to Avaya Hybrid Cloud Gateway cluster 1 in Application Center Administration. The configuration change triggers the Avaya Experience Platform™ On-Prem ADF connector to auto re-register the affected Avaya Workspaces endpoint to UC3, regardless of the agent on a call. The agents logged in to Communication Manager-1 before the failure stay logged in to Communication Manager-1 after the SIP station was re-registered from Avaya Hybrid Cloud Gateway cluster 1.
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HCG Admin Services return to normal |
When the Avaya Hybrid Cloud Gateway cluster 1 is functional, the admin services in the new primary node support the Cloud Ops remote access for the cluster. |
