Business Continuity Plan

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.

Business Continuity Plan (BCP) provides a secondary CXone Mpower system as a backup. You can switch to this backup system when you experience issues with your primary system. For example, you could experience an outage, regional failure, or planned maintenance. BCP helps you minimize the impact of unforeseen events. It also ensures that you maintain essential operations during such events. Your organization must opt in to BCP for each CXone Mpower tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Business Continuity Plan must be set up by your CXone Mpower Account Representative. After initial setup, data syncs from your primary system to the secondary system. This lets you quickly enable the secondary system if an emergency arises, like an outage.

When you enable the secondary system:

The terms "system" and "tenant" could be used interchangeably.

When to Switch to a Secondary System

You control when you switch from your primary to secondary system. Business Continuity Plan was designed to help you continue business operations during disasters. However, you could choose to switch at any time, like if a service is slow or unstable.

You can sign up for platform status alerts in the CXone Mpower Customer Community . You may want to identify a Business Continuity Plan administrator who signs up for these alerts. This helps you keep track of instances where you want to switch to the secondary system.

In the event you are unable to enable Business Continuity Plan, your Account Representative can enable it for you.

Synchronization Between Systems

Data syncs from the primary to the secondary system. This ensures that your secondary system is up-to-date when you need it. This also makes administration easier since you only need to administer your primary system. Currently, data syncs on a daily basis. When you enable the sync, your system performs the synchronization each day at the same time that you enabled the sync.

If you make changes in your secondary system, like creating a new skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge., that new skill will not sync to the primary system. The sync is only one-way, from primary to secondary.

Currently, the following data can be synced:

You can choose to enable a default or custom sync. A default sync includes all available data. A custom sync lets you control which data you do or do not want to sync.

The correlation between data entities on both systems is maintained. When data syncs to the secondary system, the IDs do not remain the same. However, the sync process ensures that the correlation between data entities is maintained. This ensures that data syncs properly.

Impact on CXone Mpower Users

During an unexpected issue, your users likely won't be able to log in to your primary system. However, an administrator with BCP permissions will be able to. This lets the administrator enable the secondary system. When the secondary system is enabled, users log in as they normally would—with their same credentials and same login URL. The login URL automatically redirects them to the secondary system login page. This minimizes the impact on users.

If your secondary system is enabled while agents are actively handling contacts:

Depending on the data that you synced to the secondary system, users may notice that certain features aren't available. This is because your secondary system is meant to let you handle emergencies. It's not meant to be a complete copy of your primary system.