A Remote Server, optionally installed at a remote site, performs many of the functions of the Enterprise Server without requiring you to install an additional Enterprise Server or upgrade your licensing.
Remote Servers collect and stream ACD/SMDR data from media servers to the Enterprise Server over TCP/IP. The Enterprise Server gathers, summarizes, and writes the data to a SQL database for monitoring and reporting purposes.
Should the link to the Enterprise Server go down, Remote Servers will buffer ACD/SMDR data until communication is restored and the data can be streamed. Note that if the link between the Enterprise Server and a Remote Server goes down, the managers and supervisors cannot view real-time data from the Remote Server until the connection is restored.
See "Configuring IVR Routing on Remote Servers".
If the connection from Remote Servers to the Enterprise Server goes down, loss of real-time connectivity affects all workflow components that depend on data derived from real-time queue statistics including queue condition activities, Updated Position in Queue (UPiQ) messages, and prompts based on real-time statistics.
The Remote Server can monitor its performance and notify the Enterprise Server when server states surpass configured alarm thresholds. You configure alarm thresholds and view alarms for Remote Servers in YourSite Explorer. For more information on server-side alarms, see "Monitoring and alarming subsystem".
You can view real-time ACD and SMDR data collection by clicking the Data Link button, located in the YourSite Explorer ribbon when a 3300 ICP media server has been selected.
You can run WallBoarder on Remote Servers to keep agents and employees throughout your contact center aware of enterprise-wide statistics and key messages. For more information, see "Configuring WallBoarder".