High Availability (HA) / Duplex Deployment

Salesforce Connector supports high availability(HA) provided that cisco finesse is configured to support HA. If finesse supports HA, it will be hosted on at least two servers i.e. primary and secondary.

At any given time, one of these nodes will be acting as the master node and the other as the slave node. If both nodes were up and for some reason the master node goes down, the Salesforce connector will automatically connect with Side B, and an agent will be able to continue his call, however, there are certain limitations which are mentioned below

The agent is on an active Call and after that agent performs the following action on the same call. 

Issues/Limitations:

• Consult case popup on agent's number instead of the customer. For B always, it could also happen for A if we receive consult event first.
• The above issue affects activity for a record associated with the activity.
• Call Type internal for conference case as not able to track the origin of the call.
• Direct Transfer issue, null in connected number and no popup. As we get number from the call variable in this case.
• Call variables become null.

All issues are related to Call Data not being available after failover.
Cisco Documentation Link: Cisco Unified Contact Center Express Administration and Operations Guide, Release 11.6(1) - Unified CCX Introduction [Cisco Unified Contact Center Express] - Cisco

"If the active server fails, the Unified CCX provides automatic failover to the standby server. If the active server fails (for example, in the event a hardware failure occurs or the Unified CCX Engine process terminates), some calls being handled by the server are lost. The lost calls are restricted to those being handled by the system (those in the IVR stage or in the queue). Calls answered by agents continue to remain live even though related data on the agent desktop is lost. "