CIC Resiliency & Disaster Recovery

Patrick CasanovaSolution Architect, Contact Center

Alan ShawSales Engineer

Topics of Discussion

• How do we eliminate points of failure in the CIC system’s architecture?

• How to we plan to recover from a disaster that impacts CIC’s ability to operate?

• How can Avtex 360 can help you protect your investment in CIC?

CIC RESILIENCYDesign concepts for scalable and redundant CIC deployments

CIC Resiliency

• CIC Application• Telecom• Network Infrastructure• Server Infrastructure• Database Infrastructure

What do we need to consider in our plan?

CIC Application

• CIC in it’s simplest form

• Lowest up front cost and straight forward implementation

• No Redundancy at any level

• Multiple points of failure

• No scalability

Core CIC System Design

CIC Application

• CIC Servers– Switchover Pair– Virtualization

• Central Campaign Servers– Switchover Pair– Virtualization

• Media Servers– N+1 Redundancy

• Gateways– N+1 Redundancy

Highly Available System Design

Telecom

• Mixed portfolio of carriers• Mixed circuit technologies• Diverse paths to the

carriers• Multiple Gateways or

SBC’s• Multiple numbers

Network Infrastructure

• QoS• VOIP VLAN• Load Balancing• Network Segmentation• Location of components in

the network• Environmental

Considerations

Server Infrastructure

• Power connections• Network connections• Use VM technology where it

makes sense• SAN considerations• Backup strategy• Environmental

considerations

Database Infrastructure

• Maintenance plans• Monitoring• SQL Clustering• T-Log shipping• Hardware or VM

considerations

CIC DISASTER RECOVERYDesign concepts for recovering from an outage

CIC Disaster Recovery

• CIC Design Concepts• Identify systems that support CIC• Have a plan and test it• Sample DR Strategy

How do we keep our contact center open?

Identify Systems that Support CIC

• Email systems• CRM systems• SMS Brokers• Directory Services• Facility components

CIC Design Concepts

• Remote workers• At Home Agents• Answering Service• Self-Service IVR• Multi-Site CIC• SIP Trunk Failover

Have a Plan and Test it

• Develop a play book that details who does what and at what time.

• Keep the contacts in the playbook up to date• Ensure team members know how to execute the play

book – regular testing is a great tool• Use backup systems for production regularly to ensure

they function as needed in case of an outage

Sample DR Strategy

• Identify Who, What, Where, & When in the playbook• Detail events based on milestones from the outage

event: 1 hour, 4 hours, 8 hours, 24 hours, 48 hours, 1 week Who is notified at each milestone? What are the decisions? What is the action plan based on the decision made? What is the roll back to normal operations? What is the RCA process for an outage?

AVTEX 360Avtex can be your partner to give you a resilient CIC system and provide DR strategies

Avtex 360

• Managed Services• Colocation• Silver Lining• Hosted solutions• CaaS for DR

Bringing it all together