We experienced a situation where our contact center stopped receiving inbound calls because a rest API function with Service cloud voice failed. We discovered and resolved the problem. Now, we're working on a solution so that if the same thing happens again, or if our current contact center goes down for any other reason, our CC operations should be fail over to an immediately available standby contact center.
Background on our solution: We recently transitioned to Salesforce's cloud voice service, which includes Amazon Connect.
The reason I'm here is to find out how we can create a backup Contact Center and connect it to my active Contact Center. and would like to understand how the fail-over works and where the fail-over should occur, whether from Amazon connect or the Service cloud voice. Please contribute any relevant expertise and documentation.
I appreciate your assistance and knowledge at this time.
AWS 官方已更新 1 年前
