SAP Knowledge Base Article - Preview

2938469 - Gateway redundancy not working when high priority GW is offline

Symptom

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

  • Your organization has defined few Trunks/Gateways to use High Availability
  • For that you have set priorities to each of the trunks/gateways and use the Options Ping to determine when a trunk/gateways is unavalable
  • You noticed that although the trunk/gateway with the highest priority is not operational, the system does not failover to the next gateway that has the subsequent highest priority
  • As a result, calls using the non-working gateways will receive an "Unknown" or "Not Found" error message


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Environment

  • SAP Contact Center 7.0.15
  • SAP Contact Center 7.0.16

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Contact Center, on-premise edition all versions ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, redundancy, 404 not found, Unknown, bad gateway, trunk, failover , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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