A detailed disaster recovery plan, which is practiced on a regular basis, will limit the interruption to your business when you have to deal with a real disruption.
Aspect has long understood the importance of business continuity to contact center operations, and our commitment to providing dependable solutions informs every phase of our development process. Agents who work from a data center or telephony site that experiences a disaster event may not be able to relocate to one of the remaining data centers or telephony sites due to distance constraints or safety concerns (such as impassable roads where the agents live). In figure 2, the telephony infrastructure resides in one or more locations separate from the data centers. Andrew Feldmann is an EMC Corporate Systems Engineer with the RecoverPoint VPLEX Business Unit specializing in the VPLEX product. Figure 1 shows the high level overview of the architecture to achieve live mobility and fully automated DR for enterprise applications across two data centers with 10 ms.
EMC RecoverPoint is an enterprise-scale solution designed to protect application data on heterogeneous SAN-attached servers and storage arrays. By using products like NetIQ Access Manager and Novell ZENworks, all services, applications, and data can be rendered through the Internet, allowing for loss of service at one site but still providing full access to the services and data by virtue of the ubiquity of the Internet. A stretch cluster and a cluster of clusters are two clustering implementations that you can use with Novell Cluster Services to achieve your desired level of disaster recovery. A stretch cluster consists of a single cluster where the nodes are located in two geographically separate data centers.
A cluster of clusters consists of multiple clusters in which each cluster is located in a geographically separate data center.
In the cluster-of-clusters architecture shown in Figure 1-2, the data is synchronized by the SAN hardware between two data centers that are geographically separated.
While part 1 focused on a couple of high-level deployment options for disaster recovery solutions, part 2 concentrates on the location of telephony infrastructure. Consequently, understanding how the location of the devices in the telephony infrastructure contributes to business continuity for the contact center is crucial.
This solution enables your business to continue, albeit at a reduced capacity, until additional agent resources can be directed to the available data center(s). A reduced capacity contact center application would need fewer compute resources, thus making it a cost-effective solution.
Failure to have a robust and efficient mobility and fully automated disaster recovery solution can result in millions of dollars of lost revenue and employee productivity. This architecture is based on EMC's 20-plus years of expertise in designing, implementing, and perfecting enterprise-class intelligent cache and distributed data protection solutions.
It also supports synchronous distributed volumes that mirror data between the two clusters using write-through caching.
RecoverPoint runs on a dedicated appliance and combines industry-leading continuous data protection technology with a bandwidth-efficient, no-data-loss replication technology, allowing it to protect data both locally and remotely without the associated degradation of application performance. Customers can now deploy Data Center Interconnect (DCI) between sites without changing or reconfiguring the existing network design. For example, a company that has their primary site in South Florida and a recovery site in North Carolina would have significant distance between the sites, but could still both be impacted by a single hurricane. Data-block replication can be done by host-based mirroring for synchronous replication over short distances up to 10 km.
All nodes in the cluster must be in the same eDirectory tree, which requires the eDirectory replica ring to span data centers. The server nodes in both data centers are part of one cluster, so that if a disaster occurs in one data center, the nodes in the other data center automatically take over. When one data center becomes unavailable, all the telephony resources can be devoted to the remaining data center. Typically, replication of data blocks between storage systems in the data centers is performed by SAN hardware that allows synchronous mirrors over a greater distance. After a loss of the main data center, the backup of the contact center application must be brought online at the second data center.
Both data centers have compute, network, and storage components from Cisco, VMware, and EMC to efficiently run the virtualized applications. Both data centers are active and connected by a 10 Gbps Ethernet WAN link for IP communication and 4G FC link (using dark fiber) to enable storage replication for the live mobility solution.
In 2007, 22% of respondents reported that the distance between their primary data center and farthest backup data center was greater than 1,000 miles, while in 2010, only 12% claimed this distance.
A data center is an integrated Information and Communications Technology (ICT) application environment resulting from data concentration. Huawei, a leading global network solutions provider, is dedicated to researching and developing the industry's best-in-class Data Center Interconnect (DCI) and disaster recovery solution. Servers in a cluster can be deployed in different data centers to implement inter-data center application system disaster recovery.
To adapt to the rapid growth of services and applications, enterprises widely use virtualization technology, which is an increasing trend for disaster prevention.
Enterprises' internal and external users access data center services through a Layer 3 egress on a campus network or Wide Area Network (WAN). The rapid development of cloud computing and Big Data requires that enterprises provide "uninterrupted services" and "no data loss." To meet these two requirements, data centers must operate in real-time backup mode to ensure data synchronization between the storage systems of the active data center and backup data centers. Huawei Cloud Fabric Solution (Cloud Fabric) provides a highly efficient and reliable three-layer interconnection among multiple data centers, satisfying the interconnection requirements of a wide variety of inter-data center services.
Poor adaptability allow for no Ethernet technology expansion based on various networks and supports only a limited number of data center interconnections. Huawei Cloud Fabric supports the industry-leading Layer 2 DCI solution — Ethernet Virtual Network (EVN), which implements cross-region service expansion of up to 32 data centers across IP WANs.
The control plane uses the Border Gateway Protocol (BGP) and supports interconnection among up to 32 data centers.
The control plane supports 256K MAC addresses, accommodating the requirement for migration of over one million VMs. Huawei Cloud Fabric provides a highly reliable and secure MPLS VPN solution, allowing access of a large number of users to data centers and Layer 3 services access among data centers. Huawei Cloud Fabric fully supports Fiber Channel Storage Area Network (FC SAN) and Internet Protocol Storage Area Network (IP SAN) system interconnection and disaster recovery by leveraging a large-capacity, low-latency optical transmission interconnection solution.


By leveraging the three-layer interconnection capability provided by Huawei Cloud Fabric, Huawei provides an "IP + Optical" network disaster recovery solution that ensures data center service continuity. It is widely recognized that the two most critical indicators for disaster recovery measurement are Recovery Time Objective (RTO) and Recovery Point Objective (RPO). RTO indicates the time duration from when services are interrupted due to an IT system breakdown after a disaster occurs to the time when the IT system recovers and can support operations of all departments. RPO indicates a recovery point at which both system and application data can be recovered to support service operations of the entire department. David Antkowiak is a Consulting Systems Engineer with the Data Center Enterprise South Sales Team. Scott Bookman is a Senior Program Manager (Technical) in EMC's RecoverPoint VPLEX Business Unit. Marina Kvitnitsky is a Product Manager for VPLEX, a product within the EMC RecoverPoint VPLEX Business Unit. To meet ever growing IT infrastructure needs and to ensure business continuity in case of a site-level disaster, it is critical to have live mobility and fully automated, efficient disaster recovery (DR) processes for virtualized enterprise applications across data centers.
Fully automated DR allows customers to protect their mission critical enterprise applications against site-level disasters and ensures business continuance. The Cisco, VMware, and EMC design presented in this white paper is very modular so that, based on customer requirements, there is flexibility to deploy both the live mobility and fully automated DR solution or deploy any one of these solutions. The client virtual machines running the application load generation test tools (Swingbench and Microsoft Visual Studio) were hosted on a small virtual infrastructure outside the data centers in a typical WAN branch office setup.
Cisco UCS Manager provides a unified management domain with centralized management capabilities. Cisco Nexus 7000 Series offers an end-to-end solution in one platform for data center core, aggregation, and high-density, end-of-row and top-of-rack server connectivity.
The Cisco MDS 9513 Multilayer Director is a high-performance, protocol-independent, director-class SAN switch that meets stringent enterprise data center storage requirements. EMC VPLEX represents the next-generation architecture for data mobility and information access. Figure 4 shows the logical architecture for the solution that enables virtualized applications live mobility across data centers with up to 10 ms RTT latency between them.
Cisco OTV lets the virtual machines maintain the same IP address and gateway in both data centers and Cisco LISP ensures network route optimization for the client-server traffic after VM migration. OTV allows you to deploy virtual computing resources and clusters across geographically distributed data centers, delivering transparent workload mobility, business resiliency, and superior computing resource efficiencies. On March 27, experts from Aspect and Miercom will be hosting an informational webinar on High Availability for the Contact Center: Ensuring Customer Service Continuity to share their insights on meeting evolving customer expectations, with advice to help you limit or eliminate the experience of downtime for customers interacting with your contact center. Disaster recovery planning involves many facets of your business, only a few of which have been presented in this series. Since the topic of disaster recovery seems to resonate with many of you I am extending the series. Aspect's blogs share and comment on technology news, trends, real-life customer experiences, tips, techniques and best practices for organizations embracing the power of unified communications to enhance customer experience and bottom-line business results across the contact center, the enterprise and beyond.
For clustering implementations that are deployed in data centers in different geographic locations, the data must be replicated between the storage subsystems at each data center. In the stretch-cluster architecture shown in Figure 1-1, the data is mirrored between two data centers that are geographically separated. A single SBD is mirrored between two sites by using host-based mirroring, which limits the distance between data centers to 10 km. Typically, the amount of telephony resources would be overprovisioned at each data center so that the same number of contact transactions is processed regardless of whether both data centers are available or not. Haseeb has over twelve years of experience in multi-tenancy, security, and data center related technologies. LISP ensures that after vMotion the client-server application traffic does not have to traverse one data center to get to the other data center where the application was moved using vMotion. Excessive distance can be troublesome as well, especially when it comes to latency and bandwidth—replicating data between the sites can become expensive and slow.
The data is replicated between locations by using host-based mirroring or storage-based mirroring. This configuration is cost effective when the data centers are located close to the contact population. While the pictures show both data centers in an active state, the design works equally well for a deployment where one data center is active and the other is standby. In case of Data Center 1 failure, traffic destined to the application network would be re-routed to the Data Center 2 within the MPLS cloud. Nowadays, data centers have become the most critical infrastructure for an enterprise's business operations by combining computing, network transmission, and storage resources.
The solution implements hierarchical interconnection and disaster recovery, creating data centers that feature High Availability (HA) interconnection and service continuity. For cross-site HA clusters, states of cluster nodes are maintained and controlled through heartbeat signaling and data synchronization. Virtual Machine (VM) migration plays an important role for data center capacity expansion and migration. In addition, there is also Layer 3 service access among different data centers including the active data center and disaster recovery centers. This ensures that customers will not experience any latency in service processing speed and that data is not lost. EVN integrates multiple data centers into a super large IT resource pool, not only accommodating the requirement for inter-data center server clusters, but also allowing free migration of 256K VMs across data centers. Different tenants and different types of services of the same tenant can obtain different levels of Service Level Agreement (SLA) guarantees, satisfying the requirements of users for high bandwidth and low latency, jitter, and packet loss ratio. How to prevent risks caused by a single data center disaster has become the focus of enterprise users. The ultimate goal of all disaster recovery solutions is for the value of these two indicators to be as close to zero as possible. The extent to which the system and application data are recovered can be the last week's backup data or real-time data of the latest transaction.


He has 5 years experience with the VPLEX technology and over 20 years experience in the computer and data storage field. VPLEX eliminates the need for manual, time consuming VM data migrations across data centers. Service profile templates consist of server requirements and the associated LAN and SAN connectivity.
As mentioned earlier, depending on the requirements for your environment, you may plan to deploy one or both of the solutions. As reaching out to the contact center becomes a last resort for customers, the stakes grow higher. The answers to these questions should enable you to assess the importance of your contact center operations and apply a cost-benefit analysis to the various disaster recovery solutions. If the recovery procedures require any staff to physically enter the data center, distance from corporate headquarters can be a barrier to recovery.
This installment focuses on the use of multiple data centers, typically located hundreds of miles from each other. This enables the same number of contact transactions to be processed even in the event of a data center outage.
What's interesting here is that between 2007 and 2010, survey respondents reported shorter distances between primary and secondary data centers. In the cloud computing era, data aggregation brings both benefits as well as risks to enterprises. All other backup data centers transmit some non-key services and back up data, configurations, and services of the active data center. Layer 1 interconnection features low latency, large bandwidth, high security, and reliability to better support data center services. The OSN series OTN devices are applicable to disaster recovery systems that require large capacity and low transmission latency.
Faced with potential natural disasters such as snow storms and earthquakes, implementation of disaster recovery systems for IT applications has become a hot topic. Scott started his career in 2003 in the system test field and led the effort to build a test center of excellence in 2007.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THE DESIGNS, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. However, these applications do not have any requirement for live mobility across data centers. In a given year, businesses may be susceptible to the impact of natural disasters or other events that threaten their operations. In most contact centers, the primary communication channel for contact transactions is voice. While agents and contacts are processed through a main data center, a second data center contains the infrastructure necessary to run the contact center application should the main data center become unavailable. Through manual backup processes or automatic Storage Area Network (SAN) replication technology, the application is periodically copied from the main data center to this second data center.
Fortunately, a recent disaster recovery project had been completed, preserving critical applications and patient records in another data center 250 miles from Joplin. Hospital services were restored within a week, in part through a temporary facility in Joplin and access to patient information in the remote data center. IT personnel of enterprises have begun focusing on how to capitalize on the benefits while minimizing the risks to ensure service continuity and security of data and services, maintain competitiveness, and improve users' experiences. If a disaster occurs in the active data center, the Layer 3 disaster recovery network quickly takes over services of the impacted active data center, ensuring that customers are continuously provided with all data center services. It can completely address the preceding problems and fully optimize control, data, and management planes. Data center disaster recovery is divided into data center-level, service-level, and application-level disaster recovery. Using server virtualization for the infrastructure of the second data center allows the physical servers in the second data center to be used for other functions (such as development or other less critical applications) until needed for your contact center applications. Without the right tools and functionality, the contact center is at a distinct disadvantage in addressing customer issues. Depending on the nature of the disaster, agents may be in a location where they cannot access the available data center(s).
If a disaster occurs and the active data center cannot provide its core services, then the backup data centers can quickly recover data and applications, reducing the loss caused by the disaster.
Specific disaster recovery mechanisms can be selected based on users' investment and service growth demands. Likewise, using the cloud for this second data center is another low-cost deployment option, as the pay-as-you-use cloud model would only be employed should the main data center be inaccessible. The tornado that hit Joplin, Missouri, in May 2011, reinforced the need for thorough disaster planning and recovery, and contact center operations are a critical function in such situations.
The interconnection network between data centers plays a critical role of transmitting inter-data center services by using three interconnection modes: Layer 1 optical transmission interconnection, Layer 2 interconnection, and Layer 3 IP interconnection. In this design, two or more data centers actively process a subset of the agent and contact transactions.
Experts from Miercom and Aspect will share their insights on meeting evolving customer expectations, with advice to help you limit or eliminate the experience of downtime for customers interacting with your contact center.
The OSN series devices can establish a SAN that allows the longest distance in the industry (3,000 km), making it possible for super-long-distance disaster recovery. Using more work from home agents reduces the percentage of the agent population impacted by a disaster event. In the chart below you can see how far apart companies were locating their recovery sites in 2007 and in 2010. Remember that during a large scale disaster, your employees will most likely be most concerned with their families and property, and may not be willing to get in a car and drive for 8 hours to reach the recovery site.



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