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Switching over Voice Channels from Avaya Workspaces for Call Center Elite DC1 to Avaya Workspaces for Call Center Elite DC2
Use the following procedure to test and verify the complete DR voice capabilities for Avaya Workspaces for Call Center Elite. This is a complete switchover scenario.
Pre-requisites:
Deploy and configure a Avaya Workspaces for Call Center Elite DR solution.
Add the settings described in this document to enable DR for voice.
Verify Avaya Workspaces for Call Center Elite voice channel in the regular primary active state.
No. |
Task |
Description |
 |
|---|---|---|---|
1. |
Verify Enterprise Survivable Server (ESS) is registered with Communication Manager |
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2. |
Verify Computer Telephony Integration (CTI) link status |
In the regular primary active state, there must be two active CTI links:
When the Communication Manager is offline, the Link 1 becomes inactive. The Link 2 is active, but it is now between the ESS and the DC2 Application Enablement Services with the Survivable Hierarchy. |
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3. |
Verify the Call Server Connector (CSC) to Application Enablement Services connection |
Verifying the Call Server Connector (CSC) to Application Enablement Services connection |
|
4. |
Turn the DC1 Communication Manager and Application Enablement Services offline to make ESS active |
Power off the Communication Manager or make it non-reachable so that the ESS becomes active. |
|
5. |
Verify that the ESS is active |
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6. |
Verify station login using the ESS IP address |
When ESS is active, you must be able to log a station in using the ESS IP address. Station login details are the same on ESS as they are on Communication Manager because all the configuration data is copied from the Communication Manager to ESS, when you run the save translations command. Verifying a station login using Enterprise Survivable Server IP address |
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7. |
Verify CTI Link status |
When the Communication Manager is offline, the CTI Link 2 must be the only active link. Verifying the Computer Telephony Integration (CTI) Link status |
|
8. |
Verify that the DC1 Application Enablement Services Khepri connectors are inactive |
When the Communication Manager is offline, the DMCC Service Summary page on the DC1 Application Enablement Services must display that the two Khepri connectors are no longer active. Verifying that the DC1 Application Enablement Services Khepri connectors are inactive |
|
9. |
Switch over Avaya Workspaces for Call Center Elite |
The DC1 Avaya Workspaces for Call Center Elite working with the DC2 ESS, is not a supported DR scenario. Therefore, you must switch Avaya Workspaces for Call Center Elite over to the DC2 to test ESS functionality with Avaya Workspaces for Call Center Elite for voice channel. |
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10. |
Verify CTI Link status |
Verify that the CTI Link 2 is active, as in step 7 above. This is the connection between the ESS and DC2 Application Enablement Services. |
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11. |
Verify DC2 Application Enablement Services Khepri connectors are active |
The solution is completely switched over and the two Khepri connectors between the DC2 Application Enablement Services and Avaya Workspaces for Call Center Elite are active. Verifying that the DC2 Application Enablement Services Khepri connectors are active |
|
12. |
Log an agent configured to handle voice contacts into Avaya Workspaces. |
Log the agent’s station into a softphone using the ESS IP address. Then log the agent into Avaya Workspaces and make a call to the Avaya Workspaces for Call Center Elite Vector Directory Number (VDN). The agent must be able to login without any errors and the call must be presented to the logged in agent. |