CMS HA provides functionalities associated with the ACD feature of Communication Manager systems operating in conjunction with the CMS software application. The CMS HA configuration includes the following key functionalities:
Dual ACD links on the Communication Manager system.
A paired set of CMS servers, each connected separately to one of the dual ACD links, receives simultaneous and identical sets of call data.
Separate network subnet connections for paired ACD-CMS combinations.
HA redundancy of critical hardware components reduces the possibility of data loss due to single-point-of-failure sources. HA also minimizes data loss, which can occur during CMS software upgrades or due to software or database corruption problems.
ACD data is simultaneously routed to two CMS servers through paired C-LAN circuit packs or Ethernet ports on the Communication Manager system over separate TCP/IP over Ethernet subnets.
The following are the key functional and operational differences between the primary and secondary CMS HA servers:
Most changes to CMS administration occur on the primary server. The Admin-Sync add-on automatically pushes changes made on the primary server to the secondary server.
If you have the External Call History package, install it on both servers. If you have customized report solutions, ensure External Call History is active on both servers. Otherwise, activate it on the primary server and leave it inactive on the secondary server.
Aside from the above differences, the primary and secondary servers function similarly and collect identical data streams through their respective ACD links. If either server fails or needs to be brought down for maintenance, the remaining unit is capable of carrying the full CMS activity load without interruption.
