Application Design

CXone is designed to process contacts despite external or internal problems. Designs include:

  • Redundant ACD servers that allow ACD system failover and recovery.

  • Redundant voice processing and cluster service configurations, which provide scaling and automatic recovery.

  • Self-testing applications that detect problems. After discovering issues, they automatically switch traffic to redundant applications.

  • Redundant IIS (Internet Information Services) servers that support web applications. The servers are enhanced by Layer 7 load balancing. They provide system recovery if there are problems with the web server.

Redundant SQL servers and IIS servers with load balancing include the following designs:

  • Redundant SQL databases. They use real-time two-way replication. This replication ensures data integrity and continuity of services. ACD can switch active databases with no loss of ACD services.

  • Application alerting and response tools. The NOC uses these tools to monitor ACD system performance.

  • Redundant maintenance management tools. NICE CXone personnel use these tools to move user services from a primary set of hardware to a secondary device group. This provides graceful maintenance of the system.

  • Client-side applications. These are used to detect network interruptions and automatically reconnect to the platform.

  • Distributed services. ACD services are distributed across geographically diverse processing center pairs. Distributed services allow for redundancy and fault tolerance.

  • Data center capacity and services. Each data center has the capacity and services to provide voice, data, and ACD services.

  • Disaster recovery testing, data centers, and AWS cloud availability zones. ACD services are tested periodically. Testing confirms the ACD ability to function independently from each data center pair half. It also ensures the ACD ability to fail to the processing center pairs. This is done in the event of an outage at one of the processing centers. CXone has architecture in physical data centers and AWS cloud availability zones. Availability zones include the following:

    • Amazon AF South 1, Africa (Cape Town)

    • Amazon AP East 1, Asia Pacific (Hong Kong)

    • Amazon AP Northeast 1, Asia Pacific (Tokyo)

    • Amazon AP Northeast 2, Asia Pacific (Seoul)

    • Amazon AP Northeast 3, Asia Pacific (Osaka)

    • Amazon AP South 1, Asia Pacific (Mumbai)

    • Amazon AP South 2, Asia Pacific (Hyderabad)

    • Amazon AP Southeast 1, Asia Pacific (Singapore)

    • Amazon AP Southeast 2, Asia Pacific (Sydney)

    • Amazon AP Southeast 3, Asia Pacific (Jakarta)

    • Amazon AP Southeast 4, Asia Pacific (Melbourne)

    • Amazon CA Central 1, Canada (Central)

    • Amazon CA West 1, Canada West (Calgary)

    • Amazon CN North 1, China (Beijing)

    • Amazon CN Northwest 1, China (Ningxia)

    • Amazon EU Central 1, Europe (Frankfurt)

    • Amazon EU Central 2, Europe (Zurich)

    • Amazon EU North 1, Europe (Stockholm)

    • Amazon EU South 1, Europe (Milan)

    • Amazon EU South 2, Europe (Spain)

    • Amazon EU West 1, Europe (Ireland)

    • Amazon EU West 2, Europe (London)

    • Amazon EU West 3, Europe (Paris)

    • Amazon IL Central 1, Israel (Tel Aviv)

    • Amazon ME Central 1, Middle East (UAE)

    • Amazon ME South 1, Middle East (Bahrain)

    • Amazon SA East 1, South America (Sao Paulo)

    • Amazon US East 1, US East (N. Virginia)

    • Amazon US East 2, US East (Ohio)

    • Amazon US GOV East 1, AWS GovCloud (US-East)

    • Amazon US GOV West 1, AWS GovCloud (US-West)

    • Amazon US West 1, US West (N. California)

    • Amazon US West 2, US West (Oregon)