How to Verify the High Availability Status of Contact Expert

CE Preventive Maintenance Routine

This article is one step in the Preventive maintenance routine customers are to follow on a tight schedule to make sure their Contact Expert system is fully operational.

Contact Expert systems deployed in a High Availability configuration are usually deemed a critical asset; being aware of the HA failover status is one of the top concerns of customer administration teams as it affects the operation of the related contact center business processes and staff.

Step-by-step guide

Please follow these steps to verify the HA failover status of Contact Expert:

  1. Log in to the CE portal website.

  2. Select General Infrastructure → Applications Servers menu item in the left pane.

  3. Click Edit on the appropriate domain entry.

  4. Choose MORE ACTIONS → High Availability:

  5. You will be presented with the HA status for this given domain.

  6. A peer connectivity status of Connected shows that the relevant server's HA system is ready for an automatic or manual failover.

    Note

    Being in Connected state does not guarantee that a failover or failback would be successful.

    CE services might not be running on the standby server for example because of manually having been shut down previously using CE Server Manager. The Connected status – and the fact that the Failover button is clickable – simply means that the components responsible for the HA functionality are operational.

  7. Peer connectivity status of Disconnected shows connectivity issues between the respective CE servers and the CE database that acts as the witness in the HA architecture. This means the relevant CE server is not participating in the HA operation – it might as well be out of order for whatever reason (i.e. software or hardware problems, network issue, etc.)

  8. In case a CE server is having connectivity issues, please follow the actions outlined in the How to initiate a Contact Expert incident investigation article.

Sorry, your browser does not support inline SVG. article updatedarticle updated9/8/2020 8:57:04 AM (UTC)9/8/2020 8:57:04 AM (UTC)