Configuring IVR Routing on Remote Servers

Configuring IVR Routing instances on a Remote Server enables IVR Routing to run independently from the Enterprise Server. These IVR Routing servers can continue to function if they lose access to the Enterprise Server. IVR Routing servers throughout your enterprise are synchronized so that changes made to one server are applied to other servers in real-time. After making changes to media servers, workflows, subroutines, or prompts, you can monitor the synchronization status of IVR Routing instances in YourSite Explorer.

Note that, in the rare event of an Enterprise Server outage, loss of real-time connectivity affects all workflow components that depend on data derived from real-time queue statistics, for example, queue condition activities and Updated Position in Queue (UPiQ) messages.

If you are licensed for one instance of IVR Routing only and configure IVR Routing on a Remote Server, the Enterprise Server remains available as a backup. If the Remote Server on which IVR Routing is configured goes offline and you are licensed for one instance of IVR Routing, you must reassign the IVR Routing ports back to the Enterprise Server in order for IVR Routing functionality to continue. See "Assigning IVR Routing Remote Server ports to the Enterprise Server".

Note:
  • The MiContact Center Inbound Router Service should be left running on the Enterprise Server. Optionally, if the Enterprise Server is not intended to use IVR Routing functionality, the Enterprise Server's memory usage can be decreased by disabling the following services on the Enterprise Server:
    • MiContact Center Inbound Router Service
    • MiContact Center Outbound Router Service
    • MiContact Center UPiQ Service
  • To replicate workflows and media on the IVR Routing Remote Server, we recommend that the Enterprise and Remote Servers are on the same domain.
  • If the Enterprise and IVR Routing Remote Servers are in a workgroup, ensure that the workgroup names are identical, the user name and password for each server are identical, and that the IVR Routing instances on each server are running under the same administrative login credentials. To run the remote IVR Routing instance under the Enterprise Server's administrative login credentials, see "Configuring remote IVR Routing communication with the Enterprise Server".
  • If the IVR Routing instance runs PowerShell, Executable Application, or Batch scripts, ensure the scripts are on a UNC share.
  • You must have access to PowerShell scripts from the domain under which the MiContact Center Inbound Router Service is running. For optimal functionality, ensure you have permissions to access the UNC share where the PowerShell scripts are located. This is only relevant if you have not disabled the MiContact Center Inbound Router Service.
  • You must install Excel on every Remote Server in your enterprise if your workflows execute Excel database queries.
To install an IVR Routing instance on a Remote Server
  1. Install the Remote Server software on the Remote Server. See "Installing the Remote Server software".
  2. See the configuration procedures for IVR Routing in "IVR Routing".

    When you are configuring extensions, ensure you configure them as remote IVR Routing ports, as follows.

  3. In YourSite Explorer, click on IVR Routing > Extensions.
  4. Select every port you want to assign to the Remote Server.

    You can select multiple ports by holding the Shift key.

  5. From the Extension type drop-down list, select an extension type to assign to the ports.
    Note:

    If you have a single IVR Routing instance, ensure that your ports are assigned to the same server where the IVR instance resides, or you will exceed the licensed number of IVR Routing servers assigned to your ports.

  6. Select the This is a remote port check box for all ports you want to assign to the Remote Server.
  7. After Remote Server click the Browse button.

    The Select a computer pane opens.

  8. Select the computer that will act as the Remote Server and click OK.
  9. On the ribbon, click Save.
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