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Set up Voice Channel Rerouting

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:

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.

Configure Email and Chat Channels During a Disaster

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.

Configure Bria Softphone for Disaster Recovery

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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