Mitel 5560 IPT none Specifications download pdf (Page 37)

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Typical Configurations

Network ACD Controllers

For large installations, splitting the system into multiple nodes allows a higher capacity in terms

of both agents and trunks. This also allows for resiliency between two (or more) agent

controllers. This configuration is shown in Figure 7. Here the calls enter from the PSTN on the

trunk gateway(s), are routed to the IVR system, and are queued to paths on those gateways

which in turn queue to groups on the agent controllers. When callers are on hold, RADs are

played to them using the distribution resources in the trunking gateways. The agent gateways

control the routing of calls to the agents, but there is no streaming through them since the IP

streams go directly to the IP phones, except when the agents are using TDM phones or

conference resources are used.

Figure 7: Example of a Networked ACD Installation

ACD limits

The following tables show the maximum number of IP agents and TDM or SIP trunks that can

be installed on the various controllers when used in either standalone or networked

configurations. The figures shown are a theoretical maximum based on the conditions shown.

A specific installation may be able to support more or less agents and traffic depending on

whether conditions are more or less stressful than these assumptions. For ACD installations

on Virtual MiVoice Business or installations outside the parameters specified below, contact

Mitel Professional Services.

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Mitel 5560 IPT none Specifications Page 37

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