Agent receives an ACD call from the primary Communication Manager. The agent accepts the call and interacts with the customer. The primary Communication Manager goes down, and the enterprise survivable server (ESS) becomes active after a few minutes. The agent displays as logged out on Avaya Workspaces but can continue to interact with the customer.

The agent simultaneously receives another station call on ESS and answers the call. The first call goes on hold even though the primary Communication Manager is down. The agent then disconnects the second call, unholds the first call, and continues to interact with the customer on the first call. When the primary Communication Manager is up, the agent displays as Ready on Avaya Workspaces, and the existing call gets disconnected automatically.