The following is the list of behaviors before, during, and after a failover:
During unplanned failover, agents handling the call cannot save or dispose the call due to disconnection. Agents are logged out of the agent application. During a planned failover, if the active Data Center-1 is made standby while the agents are logged in, the agents lose connection with the POM server.
Specific to planned-failover - If any notification campaign, such as email, SMS campaigns were being sent out, at the time of making an active data center as standby, POM continues to process the records that were picked up and were present in its memory. Therefore, until all the records present in the memory are dialed out, the Campaign Manager process of the respective POM server does not stop. This delays the stopping of the POM services. Therefore stop all the campaigns prior to making any active data center as standby.
Email campaigns - The number of emails displayed as sent, by POM, may not be equal to the number of emails that were actually received by the customers. This is because POM requests Experience Portal to send emails and waits for response from Experience Portal for whether the email was sent and whether the delivery receipt has been received. During failover, there are chances that the emails may have been sent but their delivery receipts were not received and therefore POM did not have the chance to record the email sent or email delivered notifications into the database.
Campaigns running prior to failover, and not stopped during failover - After failover, when Data Center-2 is made active, the Monitor does not show any campaign as running until Campaign Manager service is running. Verify the status of all the services of the newly active Data Center-2 as mentioned in Service status.
If there are AUX systems configured, then the campaigns running on the Primary and AUX POM servers of Data Center-1 may not run on the same POM servers after failover. For example, if campaigns, C1 and C2, were running on Primary EPM POM Server of Data Center-1, and campaign C3 and C4 were running on AUX POM server of Data Center-1, then after failover any campaign can run on Primary EPM POM Server as well as AUX POM server of Data Center-2. That is C1 and C3 runs on Primary, and C2 and C4 runs on AUX; C1 and C4 runs on Primary, C2 and C3 runs on AUX. It is also possible that all the campaigns run on Primary alone or on AUX alone. This completely depends on Campaign Manager service of the POM server that starts early.
If there were campaigns running on active Data Center-1 and were not stopped during failover, then the POM servers on the newly active Data Center-2 resumes those campaigns after failover. The dialing continues till the selected records are dialed. It may be possible that the campaign may not stop even after all the selected records are dialed. To confirm if such a situation has occurred, open the concerned campaign in Monitor. In the Campaign View
observe the Un-attempted Contacts
column. If the value remains zero for prolonged period of time, then such a situation is confirmed. During failover updates for the records being dialed out or picked for dialing may not get recorded to the database completely. Thus an incomplete dialing transaction may be recorded in the database, due to which those records may be get trapped in the transient state. It is not possible to recover the exact state of such records as the information lies on the failed data center and the data is lost. To recover such a campaign, see Recovering a campaign.
