Contact Center redundancy

Aug 1, 2017

New settings for Contact Center redundancy in ShoreTel Connect Onsite

Contact Center redundancy in ShoreTel Connect works differently than in 14.2 version. When upgrading to ShoreTel Connect, you should pay attention to some details to ensure Contact Center redundancy is not compromised. Otherwise there is a risk that Contact Center may fail when an outage occurs. Below we explain how Contact Center redundancy works in ShoreTel Connect and what steps are required to keep it going. 

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How did it work in ShoreTel 14.2

In ShoreTel version 14.2 the Contact Center redundancy was not dependent on the ShoreTel Headquarters server. So, your system could have had the Primary Contact Center and/or Secondary Contact Center at any site in the system design. In case of a network outage, the link to the Headquarter server would break but the Primary and Secondary Contact Centers would handle the authentication locally preventing an interruption in Contact Center's work.

How does it work in ShoreTel Connect

ShoreTel Connect came with the "ABC Authentication" - the signal authentication through all ShoreTel platforms: Connect Client, Mobility and Contact Center. It works better but has its own peculiarity. ABC authentication is reliant on the only signal read/write database, which is the Headquarters Server by default. If you upgrade to ShoreTel Connect without some minor tweaks the ShoreTel system will keep the authentication on its default settings. In case of an outage the link to the Headquarters server will break, so will the authentication process.

the primary and secondary contact center in SHoreTel Connect

There is a new method to activate the primary and secondary contact center in ShoreTel Connect.  You cannot just enable it anymore. First, you will need to have a DVS at the site with Contact Center. That DVS will have to have the “Enable Database” turned on.  So, no more distributed workgroups if you were using it. The DVS should now provide the bootstrapper authentication in the event of an outage to Headquarters server. Once that is done you will need to copy some files from the Contact Centre server to the HQ server, run the *.bat file that was copied over, and then restart the HQ “ShoreWare-DirectorProxy” service. The detailed step by step process is written below.

Step by step primary and secondary contact center activation 

1. “Enable Database” on local DVS servers at the same site as Primary and Secondary Server

2. On the Contact Server copy files from “\nginx\config”

  • nginx_ecc.template
  • readme.txt
  • Redundancy.bat
  • Redundancy_config.rb

3. Past files to the directory “\nginx\conf\more_conf” on the HQ server

4. Run “Redundancy.bat”

5. Follow instructions and provided address of the HQ, primary and secondary servers

6. Restart “ShoreWare-DirectorProxy” service on the HQ

If you have any questions about ShoreTel ECC Redundancy, feel free to reach out to our team by phone at 866-510-8547 or via webform

Download our white paper "ShoreTel ECC Redundancy Best Practices"

Download ShoreTel ECC Redundancy White Paper

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