Hi,
What version of Finesse are you using?
I think you already understand the way it works, but I will summarize just in case I misread your message. Here are the possible scenarios (I am assuming you have 11.0 and above):
- Side A is down. User goes to side A agent desktop to log in. User will need to click the side B shortcut to log in.
- User is logged into side A agent desktop. Side A goes down. The desktop will automatically reroute the agent to side B.
As for having one shortcut, I would think that you can write a script to check if side A's status. If it is up, open that url. If it is down, open the side B url. Then, if both is down, you don't really have a choice, so might need to just open up a non-working side A or something like that.
Thanx,
Denise