Lucent Technologies Release 3 Version 8 manual Introduction, Overview

Introduction	CentreVu CMS R3V8 High Availability
	Connectivity, Upgrade and Administration
Overview	1-1

Introduction 1

Overview

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.