Survive an outage with business continuity best practices
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.
For more information on how PureCloud and the Edge work during an outage, see the Edge Remote survivability FAQs.
Internet disruption at the customer’s site prevents access to PureCloud
For more information, see Edge Remote survivability FAQs.
PSTN cannot communicate with the Edges
- Preconfigure web chat and email as separate channels to create alternative contact methods.
- Update your website to notify users that voice services are currently unavailable. Publicize the web chat and email 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
Single Edge failure
An Edge in an Edge group fails
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.
Unable to go On Queue
Agents cannot move to On Queue status
Unable to log in
Agents cannot log in to PureCloud