Introduction
CentreVu
CMS R3V8 High Availability
Connectivity, Upgrade and Administration
Overview 1-1
Introduction 1
Overview 1
The
CentreVu
® Call Management System (CMS) High Availability (HA)
option is a system of hardware and software features designed to reduce
potential loss of call center data.
The CMS HA system includes features associated with the Automatic Call
Distribution (ACD) feature of Lucent Technologies
DEFINITY
® switches,
operating in conjunction with the CMS software application. The CMS HA
system consists of the following major features:
•dual Automatic Call Distribution (ACD) links on the Definity switch
•a paired set of CMS servers, each separately connected to one of the
dual ACD links, and through which simultaneous and identical sets of
call data are recieved
•separate network subnet connections for paired ACD-CMS
combinations
HA system redundancy of critical hardware components greatly reduces the
possibility of data loss due to single-point-of-failure sources. HA also
minimizes data loss which might otherwise occur during CMS software
upgrades or as a result of software/database corruption problems.
ACD and system administration software on dual-CLAN enabled Definity
switches is configured to allow simultaneous communication via dual ACD
links. Each link connects to a separate CMS server. ACD data transmission
is routed through paired C-LAN circuit cards on the switch and traverses
separate TCP/IP over Ethernet subnets to a CMS server (X.25 protocol is not
supported on HA systems).
The CMS servers installed in HA systems are designated as the “primary”
and “secondary” servers. The primary server is distinguished from the
secondary server by the following differences:
•if the customer has a license for CentreVu Internet Call Center, it should
be installed only on the primary server
•most (but not all) CMS administration changes should be entered only
on the primary server. Any changes made on the primary server are
subsequently transferred to the secondary server by means of copying
a full maintenance backup or, for some administrative tasks, manually
making the changes on the secondary server.