SIP Business Continuity Deployment for Genesys Engage
Genesys SIP Server 8.1 and higher supports SIP Business Continuity, an architecture that allows for geographic redundancy, also referred to as Disaster Recovery (DR). The solution involves paired sites (enterprise redundancy) and may include High Availability Severs (by means of warm/hot standby as described above) within each site.
In geographic redundancy, deployments are dispersed across two physical locations, with a server (or pair of servers) situated in each. In these environments, two Genesys T-Servers are active (as opposed to being in a hot standby configuration) and are configured with all extensions across both sites.
Agent SIP Phones are typically configured to maintain simultaneous registrations with both sites’ SIP Servers, whereas Agent Desktop applications maintain a login to only one peer at any given time. When an agent logs in, the desktop, by default, connects and logs into the SIP Server at the agent's preferred site, and that site provides calls and CTI events for that agent's calls. If the desktop is unable to log in initially to the SIP Server at the preferred site, it switches over its connection to the other site. These switch overs are referred to as DR switch overs. Under normal conditions, only the SIP server at the preferred site will provide calls and CTI events. Note that since the phones are simultaneously registered at both sites, successful CTI registration on the non-preferred site does not mean that this SIP server provides calls and CTI to the phone — this will only happen in the event of a failure.
Both Interception and Delivery solutions should have enough Recorder capacity at each site for the full population of agents from both locations.