What is the purpose of the CMS High Availability offer?

The purpose of the CMS High Availability offer is to ensure data availability between the Communication Manager system and the CMS server by connecting two CMS servers at one site to a single Communication Manager system, thereby eliminating the traditional single point of failure between the CMS and the Communication Manager system.

Are the primary and secondary CMS servers aware of each other?

No. Both CMS servers collect data from the Communication Manager system, but they operate independently and are not even aware of each other.

What is the purpose of the dual ACD link?

The dual ACD link feature addresses ACD link failures and builds on the increased ACD link reliability provided by TCP/IP.

Does each CMS server collect the same data?

Yes. Both CMS servers collect identical real-time, historical, and call record data.

When I attempt to simultaneously view Real Time Reports on both of the HA servers, why don’t the reports match precisely?

There are several reasons why this can occur. Real Time reports are pushed to the client at specified intervals - the “refresh rate”. Most likely, you did not start the reports at exactly the same time, so there is a slight lag in data reporting associated with the staggered refresh rates between the two servers. In addition, it is also possible that different refresh rates have been set for the two servers.

How do I know when I must do a server switch-over from the primary to the secondary HA server?

Server switch-overs are not recommended for system outages of brief duration. However, it is the responsibility of each CMS customer to establish their own criteria as to exactly what constitutes an unacceptable amount of time during which call data remains unavailable for analysis and review.