Preparing for the Fallout: Ways to Avoid a Contact Center Disaster

Bethesda’s latest installment in the Fallout franchise, Fallout 4, releases in four days. I know a lot of people who are incredibly excited for this game. I’m actually not one of the them, as of now, but that could certainly change. With that in mind, let’s talk about a few of the options you have for avoiding a contact center disaster.

  • Database replication – Having a single database is not a completely horrible idea, but what happens if somehow, someway, that specific schema gets corrupted or the hard drive fails during production? Using database replication to maintain a copy of the production database can help ensure that your contact center ACD is down for a minimal amount of time.
  • Multiple physical locations – While it might not be practical for a lot of contact centers, it’s worth mentioning that it may be beneficial to house your contact center servers in different locations. Having cloud-based instance to mimic your on-site instance might be an option to entertain. In the event that something out of you control could happen, like earlier this week when a fibre line was cut near the OVH Montreal datacenter, it can help minimize your downtime if you have another instance ready to take over in a pinch.
  • Failover – Using the Q-Suite’s Overseer Watchdog, you can seamlessly failover any faulty contact center ACD service and, in most cases, the contact center is able to carry on as if nothing happened. This type of additional feature can aid in keeping you contact center ACD up and running without any noticeable outage time.
Fallout’s main premise is how the world looks and feels after a nuclear holocaust. While a contact center outage might not be anywhere near as catastrophic as that, it can certainly be a scary situation to be in. Take some precautions in your center’s setup and you might find that it’s not as scary as it seems.