We have a request for a kind of "Last Agent" Snap-In for CC Elite in a High Availability Scenario.

It is planned to have a Main Site with CM Duplex and a Breeze Cluster with one Server at this site.
At the Branch Site there is a CM Survivable Core Duplex (ESS) with a second Breeze Server in the same Breeze Cluster.

Can Breeze handle to use the Survivable Core Server for CC Elite routing when the WAN to Main location is down?
How can we realize these kind of high availability?

Thanks,
Lars

Hi Lars, the answer depends on which CM interfaces you're using. Direct Agent Routing can be done purely through SIP without any CTI. Part of the core Session Manager functionality is of course to perform alternate routing to secondary SIP entities (ESS) if the primary SIP entity is down.

If CTI is part of the solution, we still have an assist from AES. AES can preferentially interface to the primary CM while falling back to ESS if it can't reach the primary.

Does that answer your question?

We have an AES but I'm not sure if we need to use it for this functionality.

So the Server Architecture for this Scenario requires to have SM, CM, Breeze and maybe AES in HA on both sites, right?

SM = N+1 - active-active
CM = SC - active-passive
Breeze = 1 Cluster with 1 server instance on each site
AES = GeoRedundancy (if required)

We could check the incoming call for CC if the same caller has already called within the last hour and route it to the same Agent if not route it to the normal Call Flow. For this I guess we don't need AES.

Correct, you don't need AES for that. You can do direct agent routing with a vector.

Yes, you'll likely want to have HA deployments for each location. You could probably get by with a single instance Breeze cluster at each site, with each server being in each others' FQDN (as documented in our deployment guide). 2 2 server clusters would be preferable.