Effects of Inactive Components

In Sinch Contact Center, all components can have several instances, there are no single points of failure. Thus, the table below applies only to the calls/agents that are served by the inactive component, other calls or agents should not be affected.

Table 1. Effects of Inactive Components on Contact Center Functions
Inactive Component	PSTN Calls / Connected (In Queue)	Softphone Agents	IP Desk Phone Agents
CEM Server / Call Dispatcher	Connected calls are terminated (calls traveling via the instance). New calls are routed via active instances.	Connected phone calls are terminated, agent session is recovered automatically. (affects calls traveling via the instance).	Connected calls are terminated, desk phone registration is recovered automatically (affects calls traveling via the instance).
Agent Server	Calls traveling via the failed instance are terminated.	Calls traveling via the failed instance are terminated. Agent sessions are restarted automatically (affects agents that are served by the instance).	Calls traveling via the failed instance are terminated. Agent sessions are restarted automatically (affects agents that are served by the instance).
External Terminal Controller	No effect	No effect	Calls are terminated. Desk phone re-registration is made based on desk phone settings.
H.323/SIP Bridge	Connected calls are terminated. New calls are routed based on gateway / PSTN rules or outbound routing rules using active instances.	Calls traveling via the failed instance are disconnected. New calls are routed based on outbound routing rules using active instances.	Calls connected to agent and traveling via the instance are disconnected. If the desk phone is registered to the instance also desk phone registration is terminated, and re-registration is made based on desk phone settings.
Connection Server	No effect	Calls connected to agents are terminated. Agent sessions are restarted.	No effect. (Except in MTD mode, operates like softphone).
Media Routing Server (MRS)	Queue music / voice prompts are interrupted (affects only calls served by the instance)	Currently recorded phone calls and recordings are lost, and hold music is interrupted (affects only calls served by the instance).	Current recorded phone calls and Current recordings are lost and hold music is interrupted. (affects only calls served by the instance).
IIS	No effect	No effect on ongoing calls. CDT tabs are not shown properly. New users cannot logon to the system.	No effect. (Except in MTD mode, operates like softphone).