Genesys Engage Business Continuity overview

Genesys Engage Business Continuity provides geographic redundancy for Genesys SIP servers deployed across multiple sites. Pairs of SIP servers are distributed, but configured identically, with agent phones configured to register against one or both sites, according to availability.

In this solution, the Recorder Integration Service obtains CTI data and supports continuity by connecting to both sides of the Genesys Engage implementation simultaneously. A call will live on either side of the Genesys Business Continuity environment, but an agent could receive a call from either side. To accommodate this, configuration on the Recorder side uses a parent-child data source model, with settings such as extensions configured on the parent and then shared to the child data sources.