Revision as of 23:35, March 13, 2013 by Tanyai (talk | contribs)
Jump to: navigation, search

Disaster Recovery [DRAFT]

Disaster Recovery is intended to ensure that an enterprise continues to operate in the event of a Site Failure.

Genesys Info Mart supports the Site Failure scenario as described in this section. The steps that you need to take in the event of disaster and to restore normal operations are also covered.

Site Failure

In the event of a catastrophic failure of one of the sites—in other words, a failure in which all Genesys components on that site become unavailable, including locally paired HA servers—site redundancy is used to provide ongoing reporting on contact-center activity. The recommended SIP Business Continuity architecture also enables ongoing support for all logged in agents.

GIMArchitectureBCSiteFailure.png


All contact-center activity is redirected to Site 2. Interaction Concentrators at Site 2 continue to store data about Site 2 activity, which now represents the entire contact center. You must bring the standby Genesys Info Mart at Site 2 into service and configure it to write data into the Info Mart database at Site 2. You must stop Oracle GoldenGate components at Site 2 because the replication source database is absent. You also need to bring a standby GI2 instance at Site 2 into service to provide historical reports for all users.

As a result of the disaster, some reporting data may be lost. See Potential Data Loss.

Disaster Recovery Procedure

In the event that Site 1 fails, perform the following Disaster Recovery procedure.

  1. Stop the Oracle GoldenGate components at Site 2, to account for the fact that the replication source is no longer available.
  2. Adjust the configuration of connections for the Genesys Info Mart Application at Site 2 as follows:
    • Remove any connections to the ICON Applications that collect data from data sources at Site 1.
    • Remove any connections to the Database Access Point (DAP) Applications that provide access to IDBs located at Site 1.
      Note: In Genesys Info Mart release 8.1.2, you can disable configuration objects for ICON Applications and DAPs in the Configuration Layer, rather than remove them from the Genesys Info Mart Application connections.
    • Add the DAP Application that provides access to the Info Mart database at Site 2.
  3. Start Genesys Info Mart server at Site 2.
  4. Review Genesys Info Mart logs to verify that the configuration is correct.
  5. In a deployment with GI2 or RAA, re-aggregate the data from the last 24 hours before the site failure until the current time.
    To re-aggregate the data:
    1. Run the following command from the Genesys Info Mart server root directory:
      java -jar .\agg\GIMAgg.jar -user=<Info Mart user> -pass=<Info Mart password> -jdbcurl=jdbc:oracle:thin:@<Oracle host>:1521/<Info Mart Oracle Service Name> -insertPendingAggRaw ALLTENANTS:ALLSETS:<Unix epoh time 24 hours ago>:<current Unix epoh time>
    2. Run Genesys Info Mart with RAA enabled as usual.

    Note: The 24-hour period ensures that all pending notifications are accounted for, assuming that both Genesys Info Mart and RAA were operating successfully before the site failure.


Procedure to Return to Normal Operation

Once a replacement site with required infrastructure is set up after the disaster (or the original site is operational again), the contact center can return to normal, two-site operation.

As explained in Operation Modes, you have to decide which site will host the active Genesys Info Mart and how you transfer a copy of the Info Mart database to the replacement site.

  • (Option 1) With Site 3 hosting the active Genesys Info Mart, you have to set up Oracle GoldenGate at Site 3 and configure it as a replication source. You can reuse the existing Oracle GoldenGate configuration at Site 2, with potential modifications (if Oracle GoldenGate replication is used to accomplish database synchronization for the new site).
  • (Option 2) With Site 2 hosting the active Genesys Info Mart, you have to set up Oracle GoldenGate at Site 3 and configure it as a replication target. You also have to reconfigure Oracle GoldenGate at Site 2 to serve as a replication source.

To establish database replication between the new active and standby sites, with either of the above options, you must transfer a copy of the Info Mart database from the surviving site to the new site. If it is unacceptable to stop the Genesys Info Mart server for the long period of time that the transfer of a large database may take, and if you choose Option 1, synchronization of Info Mart databases is an additional task that is required before you can start normal replication. You can use Oracle GoldenGate for database synchronization.

The instructions below describe the steps to make Genesys Info Mart active at Site 3 (Option 1). Additional steps are required for synchronization of large Info Mart databases if you run Genesys Info Mart at Site 2 during the database transfer from Site 2 to Site 3. If you decide to use Oracle GoldenGate functionality for database synchronization, you have to run Oracle GoldenGate in reverse direction first (from Site 2 to Site 3). This means that Oracle GoldenGate at both sites needs to be configured for replication in both directions. After the Info Mart databases are synchronized, you must switch the replication direction to normal (from Site 3 to Site 2) at both sites.

Note: The steps for making Genesys Info Mart active at Site 2 (Option 2) differ to some extent from the procedure described below.

To restore two-site operations:

  1. If it is acceptable to stop Genesys Info Mart at Site 2 for the time required for database transfer, do this now.
  2. Copy the Info Mart database from Site 2 to Site 3. To do so, use the Export/Import RDBMS functionality.
    Note: To avoid data inconsistency in the exported Info Mart database, Genesys recommends that you do not run Genesys Info Mart during the export procedure. You can run Genesys Info Mart at Site 2 after export is completed and while the database copy is being transferred to the new site. In this case, you must synchronize the Info Mart databases at Site 2 and Site 3 before continuing with the remaining steps.
  3. Deploy Interaction Concentrators to collect reporting data from data sources at Site 3.
    Notes:
    • Deploy a redundant pair of ICON server applications at Site 3 per data source.
    • Consider reusing the Application configuration objects that were created for ICONs servers and ICON DAPs at the failed site.
    • For redundant instances, deploy one of the IDBs at Site 3 and the other, at Site 2.
  4. Deploy the Genesys Info Mart server application and Genesys Info Mart Administration Console at Site 3.
    Notes:
    • Consider reusing the Application configuration object that was created for Genesys Info Mart at the failed site.
    • Skip the deployment of the Info Mart database because you will copy the database from Site 2.
  5. Configure the DAP Application to provide access to the Info Mart database at Site 3.
  6. Configure all connections for the new Genesys Info Mart Application at Site 3, as necessary.
  7. Update the connections of the Genesys Info Mart server application that you plan to use during the site switchover to add all the ICON applications and the DAP applications that provide access to IDBs at both sites.
  8. Install and configure Oracle GoldenGate at Site 3. Follow instructions in Setting Up Replication, performing only the steps required for the replication source.
  9. Clean up the Oracle GoldenGate working folders at Site 2, such as dirchk, dirdat, dirrpt, and TRACE.
  10. Drop and re-create the Oracle GoldenGate schema at Site 2.
  11. Stop Genesys Info Mart at Site 2, if it is currently running.
  12. (For deployments with a large Info Mart database) If you plan to use Oracle GoldenGate replication in reverse direction for data synchronization immediately following the database transfer, configure Oracle GoldenGate for the replication in both directions (as source and target) at each site.
  13. Start Replicat at Site 2 (the target database) from the new value of current_scn (retrieved from the source database) as described in Setting Up Replication.
  14. Start Extract and DataPump at Site 3 (the source database) as described in Setting Up Replication.
  15. Make sure the Info Mart databases at Site 2 and Site 3 are completely in sync.
  16. To prevent accidental writing to the Info Mart database at Site 2, remove the Info Mart DAP object from the connections of the Genesys Info Mart Application at Site 2.
  17. Start Genesys Info Mart at Site 3 and run ETL jobs.
  18. Check the Genesys Info Mart server logs to verify that configuration is correct and deployment is successful.
  19. Verify that replication runs as expected at Site 3 (new replication source).
  20. Check the Oracle GoldenGate logs and the Info Mart database at Site 2 to verify that the data is replicated to the target database as expected.
  21. In a deployment with GI2 or RAA, re-aggregate the data from the last 24 hours before the site failure until the current time.
    To re-aggregate the data:
    1. Run the following command from the Genesys Info Mart server root directory:
      java -jar .\agg\GIMAgg.jar -user=<Info Mart user> -pass=<Info Mart password> -jdbcurl=jdbc:oracle:thin:@<Oracle host>:1521/<Info Mart Oracle Service Name> -insertPendingAggRaw ALLTENANTS:ALLSETS:<Unix epoh time 24 hours ago>:<current Unix epoh time>
    2. Run Genesys Info Mart with RAA enabled as usual.


    Note: The 24-hour period ensures that all pending notifications are accounted for, assuming that both Genesys Info Mart and RAA were operating successfully before the site failure.

  22. Update the configuration of the Genesys Info Mart Application at Site 2 to make it identical to the configuration of Genesys Info Mart Application at Site 3, with the exception of the connection to the Info Mart DAP.
Comments or questions about this documentation? Contact us for support!