Set up multi-region redundancy for Contact Lens integration
Multi-region redundancy enables you to scale your external voice system for highest reliability, performance, and efficiency. You can support multi-region redundancy using Connect Customer replica instance.
Active/Passive redundancy configuration
You can create one Connect Customer instance in one Region (for example, US East (N. Virginia)) and a replica instance in another Region (for example, US West (Oregon)). You can then configure your external voice system to send SIPREC SIP INVITE to the primary Region. When the Connect Customer instance in the primary Region fails, you can update your external voice system to failover to the replica Connect Customer instance in the passive Region.
Active/Active redundancy configuration
You can implement the active-active strategy by concurrently streaming audio to both Connect Customer instances. To implement this strategy, configure your external voice system to concurrently stream audio to the two separate Regions. In each Region, Contact Lens integration will do the following:
-
Create its own Connect Customer contact.
-
Captures the audio stream to create call recordings
-
Perform Contact Lens analysis
This approach requires you to replicate all the Connect Customer contact center configurations manually. However, you can use Connect Customer Global Resiliency and it will replicate all the Connect Customer instance settings across the Regions automatically. For more information, see Set up Connect Customer Global Resiliency.
