Aura Recent Outage - Help Required

[BarkyBoy]

As a relatively novice Avaya Admin please excuse the lack of correct terminology!

I support a HA Aura platform that has an additional survivable server and also an LSP at a key site.

As a result of a major internal network failure we experienced contact centre mayhem from a call routing perspective eg calls continued to queue even though we had staff available in the correct skill to take them.

What could cause this?

I was under the impression that in the event of such an outage local devices would reregister to the LSP as a last resort, however I believe that devices as well as being registered to the LSP some were also registered to the Simplex Survivable Server.

Thoughts anyone?

 

[kyle555]

Short answer is your phones were probably on a ESS/LSP but the main sites trunks were on the main server.

So, you were in a split call processing scenario.
So, failover/failback settings are where you want to look. MGC lists in gateways, alternate gatekeeper lists for phones in their network regions, gateway recovery rules, all that stuff. There's also a 'force sets and gateways to active ess/lsps' to force a failover for everything in the interest of keeping as much together as possible.

Can't get the link right now, but Google 'cm ip network region whitepaper' - it's from release 3. Read it, compare what you've got, and you should get a better idea what the expected behaviour ought have been based on that.

 

[BarkyBoy]

Thanks for that, I'll grab the doc when I get to work. A speed read on my phone of the doc suggests a lot of useful areas to look at. I will report back. Thanks again.