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Published on: April 2008
Type of content: WHITE PAPER
Format: Adobe Acrobat (.pdf)
Length: 6 pages
Price: FREE

Overview:
For many businesses, ensuring the continuity of contact center operations is an important component of disaster recovery. As contact centers continue to move toward IP-consolidating infrastructure, virtualizing agents, and adding new applications-the successful operation of the backup or disaster recovery site is critical when a failover occurs. Although many companies use standard network management tools to ensure the up/down status of the infrastructure, for contact center operations, this step is not enough. To ensure a successful failover, an enterprise must test and monitor the backup systems to ensure that customer calls are handled properly and that interoperability between systems, applications, and agents is running normally.

This whitepaper explains the testing and monitoring best practices that can help ensure the continuous availability of contact center operations during any type of business interruption.