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Configure failover for Cloud Connect Server (CCS)

In the event a full or partial server failure occurs on a Cloud Connect Server (CCS), a failover or disaster recovery (DR) server may be used in the interim. This document outlines the steps required to set up the backup server and initiate the failover process.

Note

The process of starting and stopping services is not controlled by Tenfold and must be performed by the customer. This process does require a backup server to be installed and configured before the failover event occurs.

Assumptions

This document assumes the user has some knowledge of Windows operating system administration and the Tenfold Cloud Connect Server (CCS) product. If you have any questions, please contact Tenfold technical support.

Setup and maintenance

When setting up CCS, there are several things to keep in mind.

  • Important: The backup server must have the Cloud Connect Client, Cloud Connect Server, Cloud Connect Telephony [unique phone system name], and Tenfold Bridge (legacy configurations only) Windows services set to Manual in Windows Service Manager. This prevents Tenfold from receiving and processing duplicate events.

  • Administrators will need to periodically update the extensions in CCS under Equipment/Extensions in the backup server. CCS does not automatically sync extensions between servers, so it will be necessary for an admin to do this manually to reduce the amount of maintenance that must be performed during a failover event. The process of configuring extensions within the CCS application will differ between providers, but feel free to reach out to Tenfold support with any questions.

Failover steps

The steps below outline the process of disabling the primary server and switching over to a backup server. These steps must be performed by a Windows administrator.

  1. Disable these Windows services in the following order or power down the server or virtual machine:

    • Tenfold Bridge (legacy configurations only)

    • Cloud Connect Client

    • Cloud Connect Telephony [unique phone system name] (if used)

    • Cloud Connect Server

  2. Start these Windows services on the backup server in the following order:

    • Cloud Connect Server

    • Cloud Connect Telephony [unique phone system name]

    • Cloud Connect Client

    • Tenfold Bridge (if used) (legacy configurations only)

  3. Make sure all applicable Extensions are added under Equipment/Extensions to the backup CCS and that the Phone System under Equipment/Phone System shows ‘ONLINE’.

  4. Conduct test calls and verify the calls appear under Enterprise/Calls in CCS and that the calls are showing in Tenfold Analytics and the Tenfold UI.

If you have any questions regarding the steps above, contact Technical Support.

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