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Survive an outage with business continuity practices

09-25-2018 10:29

Jo Malabag

It is important to prepare your contact center to continue operations when unexpected failures or outages occur. This article outlines various outage scenarios and mitigation plans. Review the scenarios and preconfigure any options that align with your business continuity strategy. The options help prepare your business to use alternate channels to process interactions.

Internet outage

Internet disruption at the customer’s site prevents access to PureCloud

Prepare for an Internet outage

Model	Mitigation
PureCloud Voice	Have a wireless hotspot on standby. Or Send certain agents to work at home. Preconfigure a phone option that works from their home. Remote phone PureCloud WebRTC phone
Local Edge	Avoid shift changes during this scenario. As long as the PSTN can communicate with your local Edge, the calls continue to route to agents. The Edge routes calls to the queues that existed before the Internet outage. Consider having the next shift of agents work at home if the Internet outage persists. Preconfigure a phone option that works from their home. Remote phone For more information, see Edge Remote survivability FAQs.

Voice outage

PSTN cannot communicate with the Edges

Prepare for a Voice outage

Preconfigure web chat, email, and social channel management as separate channels to create alternative contact methods.
Update your website to notify users that voice services are currently unavailable. Publicize the web chat, email, and social channel contact methods on your website.
Be sure that each floor of your business has access to a cell phone line or alternative analog phone line for emergencies.

Phone registration failure

Physical phones lose registration to the Edges

Prepare for a phone registration failure

Preconfigure agents to have

PureCloud WebRTC phone

Remote phone

Single Edge failure

An Edge in an Edge group fails

Prepare for a single Edge failure

The expected result of a single Edge failure is that any phones registered to the failed Edge drop active and queued calls. Take the following actions to restore services to those phones and ensure that new calls in the queue are not sent to the failed Edge.

Model	Mitigation
PureCloud Voice	Contact support. Ask support to take the failed managed Edge out of service and then restart it.
Local Edge	Toggle the status of the failed Edge to Out of Service. Restart the Edge.

Note: The phone redundancy feature allows phones to reregister without additional intervention. Toggle the status of the failed Edge to Out of Service even when phone redundancy causes phones to reregister.

Unable to go On Queue

Agents cannot move to On Queue status

Prepare for agents not being able to go On Queue

- If this issue only prevents new agents from turning on On Queue status, avoid shift changes during this situation.
- Set up a transfer to user action or set up a transfer to number action for a group ring phone number.

Unable to log in

Agents cannot log in to PureCloud

Prepare for agents not being able to log in

- If this issue only prevents new agents from logging in, avoid shift changes during this situation.
- Contact support for alternate authentication methods.

https://help.mypurecloud.com/articles/survive-outage-business-continuity-practices/

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