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Planned: Contact Center Servers move on July 23, 2018

Date: Monday, July 23, 2018 

Start time: 2:00 PM

Duration: 3.5 hours

Services Affected: Contact Center Services

On Monday, July 23, 2018, several Contact Center Servers will be relocated as part of the larger the data center project to move out of 3401 Walnut St. to the Pennovation Data Center.  We have reserved an 3 ½  hour window for this event.

To minimize disrupting the service, we will be relocating the redundant servers while the primary servers continue to function. Just after 5 pm we will perform a manual switch-over as we re-establish service redundancy. The backup servers will take over as primary immediately when the switch-over is performed. Any Agents and Supervisors still logged into the system at that time will notice a brief disconnect in their Client Applications. We will then finish the required work to restore automatic switch-over functionality.

If you are an Agent or Supervisor and logged in during the switchover event, the desktop client screen will "grey out" for a few seconds, and your session will be restored when we fail over to the other servers. 

Client impact: 

  • Normal operation for call and email queues, recording, agent activity, supervisor activity.
  • We will be running the service without redundancy during this process.
  • Planned switchover moments after 5:00 pm (Desktop Client & ICBM client). Active calls stay connected, the application interface grays out connection drops then is reestablished.

The Contact Center servers that remain in 3401 Walnut St. will be relocated to another data center later this summer.

If you experience any problems beyond the planned maintenance window, please contact ISC Client Care at 215-898-1000.