Contact Center (Multimedia) Fail-Over in IP Office Manager

Note that changes in IPO Manager are to be done by an Avaya partner or approved end-user engineer. Xima Support will not enter or make changes to any IPO configurations.

This article will outline recommended steps to ensure a smooth fail-over to IPO hunt group routing in the event that the Contact Center (Multimedia) service is ever down or unregistered from the IP Office.  Technically, this is configured as an Overflow from the IP Office hunt group for the Contact Center (Multimedia) virtual handset(s)

Note: the overflow(s) may have already been configured if the installation guide was followed properly. 

Automatic Overflow

1. Find the IP Office Hunt Group that has been created to hold the virtual handsets utilized for queuing in the Contact Center (Multimedia) skill groups
   • There may be only one Hunt Group, but there could be more depending on configuration
   • These Hunt Groups can also be found by looking for the destination of the VMPro transfer event sending calls to the skill group
   • Additional instructions for setting up overflow Hunt Groups can be found here
2. In the example below, the Transfer action is configured to route to the skill group of "Sales" inside of Contact Center (Multimedia)
   
   
   
   
3. Within the Group menu of IP Office we find the appropriate Sales Multimedia group and go to its Overflow tab
   
   
   
   
4. In the Overflow tab, you can then add in the overflow to the IPO Hunt Group of your choice if the virtual handset (ext 600) is not answering calls (e.g. calls are not entering the queue)
   • In this case, the "Sales IPO" Hunt Group is selected
     
     
     
     
5. You can repeat these steps for any other Hunt Groups that are utilized in the virtual handset/skill group call path

Manual Fallback

You can create a manual fallback option for one of your users in order to bypass Contact Center (Multimedia) and only use Hunt Groups. This is useful during planned outages and for diagnosing issues with Chronicall/ACR that might require a service restart.

1. Go to the Group menu in IP Office Manager and select your Contact Center (Multimedia) group
2. Navigate to the Fallback tab and set your Out Of Service Destination to the Hunt Group you want calls to route to during the fallback
   
   
3. Next, navigate to the User menu and select a user (usually a manager) that you would like to grant manual fallback powers to
4. Under the User's Button Programming tab, select an unused button and then click the Edit... button 
   
   
   
   
5. Click the ellipses at the end of the Action menu
6. Select Advanced > Set > Set Hunt Group Out Of Service
   
   
   
7. Select the Hunt Group to put out of service in the Action Data dropdown menu
   
   
   
8. Select OK, and then save and merge your changes
9. Now when the user presses that button on their phone it will set the Contact Center (Multimedia) Hunt Group to "Out of Service" and will route calls to the fallback group