Before you activate a routing plan, we recommend testing out the plan. You can use the alternate routing plan to test if a routing plan works as intended without disturbing the settings in the other two plans. With a routing plan, you can be assured your disaster recovery plan is ready for activation when you need it.
The following features give you the ability to reroute the inbound traffic to your contact center:
We recommend the following workflow for setting up Channel and VCC Agent Login and Direct Dial Rerouting:
|User ID||The agent user ID that is used to log in to Agent Console.|
|Last, First||The last and first name used for the account.|
|Ext||The dedicated or virtual extension number assigned to the agent.|
|Calling Name||Name displayed on PSTN calls, which contains the first 15 characters from the agent's first and last name.|
|Channel Name||The name of the channel that you are planning to reroute.|
|Channel Number||The telephone number of the channel that receives the incoming calls.|
|VCC Channels||All Virtual Contact Center channels are listed. You can select all channels or only the ones you like to reroute.|
|Route all Channels||If selected, the system reroutes all Virtual Contact Center channels.|
|Primary Tenant||Forwards all traffic to the channels that come to the primary tenant.|
|Forward Calls||Forwards inbound traffic to a specified phone number.|
|Normal Routing Plan||Indicates the plan for call routing during normal business operation.|
|Alternate Routing Plan||Allows you to test the set up channel rerouting, validate routing options, and copy the validated plan to the normal or disaster plan.|
|Disaster Routing Plan||Indicates the plan for call routing during a disaster.|
Note: DR Tenant is limited to tenants with the 8x8 Disaster Recovery Service.
Changes to your routing plan take effect upon activating the plan. To activate a routing plan, click Select under a plan. The call redirection takes effect immediately. The ability to automatically store and retrieve previous versions of plans provides the flexibility to revert to a previous plan any time.
Note: You can access up to five previously-saved versions of a routing plan. You have the flexibility to revert to these plans, should the need arise.
Note: When you save changes to a routing plan, a snapshot of the plan is saved as a new version for that plan. You can access up to five previously-saved versions for each plan. Saving changes across all three plans provides a separate version for each plan. Each of these versions reflects a snapshot of the plan itself. This way, you can copy the settings from a column by selecting the desired version specific to the plan.
Virtual Contact Center Disaster Recovery Companion Service is intended to provide on-demand administration to manually re-direct your contact center voice traffic to your companion tenant or other phone numbers. If you are utilizing the Virtual Contact Center email and chat media channels, the following steps are required by your system administrators.
Email channel on primary tenant needs to be stopped from retrieving emails, assuming the tenant is still accessible. Otherwise, in DR emergency where the primary tenant is not accessible, no action is required.
Note: You cannot predict when or where disaster will strike. You must manually redirect your voice traffic to your 8x8 DR tenant as your service does not automatically failover.
If you use 8x8 carrier services, quickly redirect your inbound voice traffic by using the Channel Rerouting tool in the 8x8 online Account Manager.
If you do not use 8x8 as your carrier, we work with you during your DR planning to identify the steps your carrier requires for manually redirecting your calls.
If your agents use Bria softphone, you must create and enable two Bria accounts (one for each proxy address): the primary tenant proxy address and DR companion tenant proxy address. Select Auto Select from the drop-down.
Add your primary and disaster recovery accounts in Bria and enable them.
The following example displays the details of sip account settings. The proxy address for the primary tenant is vcc-sip-us1.8x8.com and the proxy address for the DR tenant is vcc-sip-us2.8x8.com.
For more details on how to configure Bria, refer to Bria for Windows and Bria for MAC guides.
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