POMAgentSDK failover

Last Updated : Oct 23, 2020 |

When the POMAgentSDK service fails, Outbound Server removes all outbound work cards except the agent acquired call card. The widgets attempt to retry connecting to the secondary SDK service.

Depending on whether the agent is in an active customer call or not, the scenarios are as follows:

The default connection retry count is 3 and the administrator can configure this value as required.

  • Agent is on an active customer call - The on-going customer call continues. The widgets attempt to connect to the secondary server. To connect to the secondary server, the agent must click Start Outbound Work Internally during the failover process, the Outbound Server marks that agent for pending logout. After the agent disconnects the customer call, the agent is logged out of the system.

  • Agent is not on an active customer call - Agent logs in to the secondary service and clicks Go Ready if in a Not Ready state. The agent does not need to take any further action.