Avaya Contact Center – Extended Capacity supports Call Management System (CMS) High Availability. The system administrator can deploy two or more CMS servers in the contact center. The solution can support up to ten highly available CMS servers. The number of servers depends on the agent and supervisor capacity. All CMS servers are active, which ensures reliability and backup of ACD call data across servers.

All CMS servers collect data independently from Avaya Contact Center – Extended Capacity and provide full CMS capabilities. If one server fails or loses connection to the contact center, other servers can handle the entire CMS activity load.

Avaya recommends using one Call Management System as a primary server for administrative tasks. Admin-Sync pushes administrative data from the primary CMS to all CMS servers every 24 hours. You can configure this schedule as required.

Contact center users must also use the primary CMS server for logging in and call reporting. If the server fails, contact center users must connect to an alternate CMS server to manage reports. After the connection to the primary CMS server is restored, the administrator can copy data from the previously active CMS to provide the missing data to the primary server.

All Avaya Contact Center – Extended Capacity deployment models support CMS High Availability. For more information about CMS High Availability, see Using Avaya Call Management System High Availability and Admin-Sync.