Disaster Recovery for Salesforce Voice

This article applies to:

• Salesforce Voice with Amazon Connect
• Salesforce Voice with Partner Telephony
• Salesforce Voice with Partner Telephony from Amazon Connect

The Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) architecture contains these subsystems. 

• Salesforce Core. Salesforce Core is the internal Salesforce infrastructure that enables contact center reps, contact center supervisors, and Salesforce admins to use Service Cloud Voice.
• Service Cloud Real Time. Service Cloud Real Time is a Salesforce microservice that enables telephony providers to integrate telephony traffic with Salesforce Agentforce Service (formerly Service Cloud).
• Telephony provider system. The telephony provider system refers to the back-end telephony service that delivers voice and data infrastructure, and provides the telephony connection and IVR.

This plan describes how to recover when one of the subsystems undergoes an incident.

• Disaster Recovery for Salesforce Core
  During a planned maintenance or an unplanned outage, Salesforce Core hosted in a first-party data center supports disaster recovery. In this case, the Salesforce Core uses the site switching disaster recovery mechanism with a recovery time objective of about 1 hour. If Salesforce Core is hosted in Hyperforce, Salesforce Core doesn’t support disaster recovery, because Hyperforce is designed for high availability with no outage.
• Disaster Recovery for Service Cloud Real Time
  Service Cloud Real Time hosted in Hyperforce doesn’t provide disaster recovery options because hyperforce is designed for High Availability (HA) with no outage.
• Disaster Recovery for Amazon Connect
  Use Disaster Recovery to keep your contact center running when an Amazon Connect region has a planned maintenance or an unplanned outage. With Disaster Recovery, you can switch to a backup contact center, which runs on another Amazon Connect instance in a different region. 
• 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.
• Disaster Recovery for Partner Telephony
  Disaster recovery mechanisms for Salesforce Voice with Partner Telephony depend on the outage scenario affecting system components such as Salesforce Core, Omni, Salesforce RealTime, and the telephony provider.
• Disaster Recovery Limitations
  Salesforce Voice(formerly Service Cloud Voice) has some limitations when you set up, activate, or use Disaster Recovery. Consider these limitations before setting up disaster recovery.