Duplicate hardware is a key component of the High Availability system. The function of the duplicate hardware is to eliminate a single point of failure in order to prevent data loss due to hardware failures. The dual ACD link feature addresses ACD link failures and builds on the increased ACD link reliability provided by TCP/IP. A C-LAN circuit pack or an ethernet port provides TCP/IP connectivity between the Communication Manager system and the CMS server. Each ACD link requires a separate C-LAN circuit pack or ethernet port which supports different network routes to eliminate as many single points of failure as possible.

The ACD Call Processing software sends duplicate data to both CMS servers simultaneously. Thus, both CMS servers will collect identical real-time, historical, and call record data. Furthermore, both CMS servers are able to do call center and agent administration, and the results are communicated from the Communication Manager system back to both CMS servers. However, we strongly recommend doing administrative functions at only the primary CMS server.

An idealized schematic of the network links between each of the dual ACD CLAN cards on aCommunication Manager system and their respective CMS HA servers is shown in the following figure.