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The Extra Pulse Call setting and the Backup Call Engine group are optional features provided for Cyara Platform administrators.

The Extra Pulse Call configuration enables you to create extra Pulse calls when running a Pulse Campaign. When running a Pulse Campaign, if the Major or Minor Threshold limits are exceeded, and if the call failure results in alarms being sent – then, instead of sending alarms, the Extra Pulse Call option attempts the call again.

The Backup Call Engine group provides the ability for calls made by the Cyara Platform to be routed to a particular group of Call Engines as per the configuration described in the Voice Scheduler configuration file.

These features need to be configured before use. Refer to the following topics for more information:

• Configuring Extra Pulse Call
• Configuring the Voice Scheduler: Refer to the Cyara Deployment Guide > Configuring the Voice Scheduler topic for more details.

The Extra Pulse Call and Backup Call Engine group can be configured independent of each other. It is possible to configure an Extra Pulse Call only or a combination of the Extra Pulse Call feature with the Backup Call Engine group.

These are some of the possible scenarios when the Extra Pulse Call and Backup Call Engine groups are configured:

“Extra Pulse Call” and Backup Call Engine group (When Backup Call Engine group is configured):

If the Backup Call Engine group and Extra Pulse Call are configured and when the Pulse Campaign runs, then:

• If the initial call on the Primary group results in an Internal Error, then the Backup Call Engine group is used.
• If this call on the Backup Call Engine group results in a failure, then the Extra Pulse Call setting initiates the call on the Primary group.
  • If this results in an Internal Error, the Backup Call Engine group is used to initiate the call again.
  • If the Extra Pulse Call on the Primary group results in a call failure, the alarms are sent to the User.
• If the initial call on the Primary group results in a call failure, the Extra Pulse Call setting initiates the call on the Primary group:
  • If this results in a failure, an email alert is sent to the Internal Alerts team.
  • If the Extra Pulse Call results in an Internal Error, the Backup Call Engine group is used. If the Backup Call Engine group results in failure, then an email alert is sent to the Internal Alerts team. If the Backup Call Engine group results in an Internal Error, no alarms are sent.

The scenario is shown in the table below:

In the case of an Internal Error on Calls 1 and 3, no alarms are sent. Only the Internal Alerts team will be notified.

If the Backup group is configured for the call, then when the Primary Call Engine group is down, not accessible, or returns an Internal Error, the Backup Call Engine group will be used. The Extra Pulse Calls will always use the Primary group defined in the Call Engine group sections. If the first attempt to make an Extra Pulse Call on the Primary Call Engine group results in an Internal Error, the Extra Pulse Call is repeated on the Backup Call Engine group (if configured).

"Extra Pulse Call" configured on Primary Call Engine group (When no Backup Call Engine group is configured):

If the Extra Pulse Call settings are configured as per the Configuring Extra Pulse Call topic, then this setting enables you to create extra Pulse calls when running a Pulse Campaign. If the initial call made during the Pulse Campaign results in alarms, then instead of sending the alarms, the Extra Pulse Call option attempts the call again.

• If the Extra Pulse Call results in a failure of the Test Case, and there are Alarm Profiles configured for that particular Test Case, then the Cyara Web Portal will send alarms to notify users and the Internal Alerts team about the failure.
• In the case of an Internal Error, a notification is sent to the Internal Alerts team only.

For more information on Alarm Profiles, see the Alarm Profiles topic.

Primary/Backup Call Engine group enabled and "Extra Pulse Call" configuration disabled

If the Primary and Backup groups are used with no Extra Pulse Call configuration, and if the calls result in an Internal Error, then no alarms are sent. Only the Internal Alerts team is notified.

In the case of an Internal Error, the call is routed to the Backup Call Engine group. If the calls made during the Pulse Campaign result in the failure or satisfactory result of the Test Case and exceed the Major or Minor threshold, the Cyara Web Portal will send alarms as configured through the Alarm Profiles page in the Cyara Portal.