Interested to hear any views on the following.
We are currently testing the CVP product with Cisco with a view to deploying in our contact centre. Cisco have designed geographically seperate CVP servers, CallManagers and IPCC hardware which according to their design documentation will provide call survivability in the event of a failure.
However when we test the scenario of bringing down one CVP server, what we find is that 4 minutes later all active calls in the system that were initially serviced by this CVP server are ceased.
Cisco are now telling us that this is how the system should actually work, to paraphrase they are saying that:
If a CVP server fails then the existing connection from the caller to the agent will be dropped after a 4 minute timeout. They say it is possible to invoke survivability but all this means is that the caller leg of the call is kept active, while the agents side is dropped and the caller routed back to the ICM script. I.E. back into IVR and potentially holding in a queue for an available agent, who is unlikely to be the agent they were originally dealing with.
They have offerred us this solution or the choice of making a business decision to wrap up all calls within 4 minutes of a CVP failure. They say that version 8 of CVP will rectify this.
Wrapping up all calls within 4 minutes of a CVP failure cannot be a viable option for many customers, imagine it in an emergency services centre
"the ambulance will be with you in five minutes Sir, please hang on the line and I'll talk you through what to do until then ...... oops, our CVP server has just failed so your on your own for the last 60 seconds before the ambulance arrives."
Even the survivability option of routing the poor guy back into the start of the emergency services script "emergency, which service?" is a non starter.
The whole scenario just falls down at every level
I can't find anything in Cisco web site with regard this 4 minute timeout, indeed all documentation states nothing other than calls in progress to agents will be maintained in the event of a CVP failure.
Any comments or shared experience appreciated
Thanks in advance