--- schema_version: "1" id: c92452ff74b3a76660f0022c8dcc334fa249daa784185f55e50a3e86fc6d6193 title: Disaster Recovery for Voice Manually Integrated with Amazon Connect collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_dr_flex_provisioning.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_dr_flex_provisioning.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 4ea77a7e5842ed40935d6a3ac89aa0bd3cad0dd8a2d5e0789a564d0cfc63e2de description: To use global sign-in with Active-Active connect configuration for disaster recovery, you must complete the required AWS setup, activate Amazon Connect Global Resiliency (ACGR), and add the attributes specific to disaster recovery in the contact center definition XML file. products: - Service Cloud - Digital Engagement release: "264" --- # Disaster Recovery for Voice Manually Integrated with Amazon Connect To use global sign-in with Active-Active connect configuration for disaster recovery, you must complete the required AWS setup, activate Amazon Connect Global Resiliency (ACGR), and add the attributes specific to disaster recovery in the contact center definition XML file. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
## Set Up AWS for Disaster Recovery To use ACGR during an outage, you must set up an Amazon Connect replica instance for disaster recovery. 1. Create a replica instance: In your AWS account, create a replica instance of your Amazon Connect instance. This replica serves as a backup if the primary instance fails. 2. Configure a traffic distribution group: You can use the default traffic distribution group created during replica setup or create a custom traffic distribution group. 3. Assign phone numbers: Assign the correct phone number to the correct traffic distribution group to make sure that the calls are routed to the appropriate instance. If you are using the default traffic distribution group, the phone number is automatically assigned to this group. 4. Prepare and execute the CloudFormation template: You must prepare and execute a CloudFormation template in the replica region as described in [Prepare CloudFormation Template](https://help.salesforce.com/s/articleView?id=service.voice_cloudformation_template.htm&type=5&language=en_US). Execute the `BYOAContactCenterStack` in the replica region, and make sure that all the parameter values are the same as that in the source region except for the `ConnectInstanceAlias` and `Instance Type` parameters. The value of the `ConnectInstanceAlias` parameter must be the specific `ConnectInstance` name of the replica instance. The value of the `Instance Type` parameter must be set as `REPLICA`. ## Activate Disaster Recovery You must activate disaster recovery for your Amazon Connect instance to make sure that your contact center operations continue seamlessly if the primary instance fails. 1. Update traffic distribution group: You must update the traffic distribution group with the correct rep traffic (agent-config) and call traffic distribution (telephony-config). You can choose either the Active-Active distribution or the Active-Passive distribution. In the Active-Active distribution, 50% of the traffic is routed to the primary instance, and the remaining 50% is routed to the secondary instance. For example, `telephony-config: Distributions=[{Region=us-west-2,Percentage=50},{Region=us-east-1,Percentage=50}] agent-config: Distributions=[{Region=us-west-2,Percentage=50},{Region=us-east-1,Percentage=50}]`. In the Active-Passive distribution, 100% of the traffic is routed to just one instance at a time. For example, `telephony-config: Distributions=[{Region=us-west-2,Percentage=0},{Region=us-east-1,Percentage=100}] agent-config: Distributions=[{Region=us-west-2,Percentage=0},{Region=us-east-1,Percentage=100}]`. 2. Update and upload the import.xml file for the replica instance: [Prepare the contact center definition XML file](https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&type=5&language=en_US) with values for the `reqInstanceName`, `reqRegion`, `reqTelephonyIntegrationCertificate`, `reqTelephonyIntegrationKeyPairExpDate`, `reqSettingsRelayState`, and `reqRelayState` attributes specific for the replica instance. Upload the import.xml file as described in [Create Contact Center through Salesforce UI](https://help.salesforce.com/s/articleView?id=service.voice_cc_create.htm&type=5&language=en_US) or [Create Contact Center with Metadata API](https://help.salesforce.com/s/articleView?id=service.voice_cc_metadata.htm&type=5&language=en_US). ## Set Up Global Sign-in With global sign-in, reps signing in to the primary contact center are also automatically signed in to the secondary instance. This configuration makes sure that the reps do not have to log in again when switching between primary and replica instances. The global sign-in ensures minimal downtime during an outage and helps in maintaining customer service continuity. 1. To set up global sign-in, you must add the required attributes in the contact center definition XML file. `reqPrimaryInstanceName : string, ` `reqSecondaryInstanceName : string, ` `reqEnableGlobalSignIn : boolean ` 2. You can also add an attribute in the XML file to automatically set rep statuses to offline after a contact center switch. By default, the current rep status is retained in the new region. Add the required attribute for this capability. `reqForceAgentOfflineOnSwitchover : ` 3. Follow the instructions in the [Amazon documentation](https://docs.aws.amazon.com/connect/latest/adminguide/integrate-idp.html) to set up AWS and integrate Identity Provider (IdP) for ACGR.