Mitel 5560 IPT none Specifications download pdf (Page 39)

Typical Configurations

Advanced Call Center

• Trunk to agent ratio is 1.5 (lower trunk ratios will allow increased system capacity, at the

expense of more rejected (busy tone) calls).

• Traffic per agent is at 27 CCS and 120 sec call handling time, i.e. 30 CPH per agent.

• Mitel Contact Center Solutions 6.0 is used to provide call handling and reporting.

• There is an IVR system handling incoming calls. With no IVR, calls will ring directly to the

path(s) with less overhead, but there is less functionality in terms of call handling. The IVR

must be on the path controller (trunk gateway) for networked ACD.

• RADs are played to callers waiting in queue(s), either from internal resources or from an

external system.

• Active agents are in an average of five groups or less.

• There is one overflow or interflow on the paths.

• All agents are local to their controller except in the rows for EHD agents (EHDA is not sup-

ported prior to MCD 5.0 and CCS 6.0). If used, EHDA will affect the number of agents and

amount of traffic that can be supported on a controller. When the maximum EHDA are con-

nected, the total local agents must be reduced to zero (see chart of Local vs. EHD Agents)

Table 2: Maximum Number of ACD Agents and Trunks in an Advanced Call Center

ACD Agent and Trunk

Configuration

MiVoice Business for ISS

MXe Server

& MiVoice Business Multi-instance

MiVoice Business

VMware Virtual Appliance (150)

MiVoice Business

VMware Virtual Appliance (1500)

MiVoice Business

VMware Virtual Appliance (2500)

CX II / CXi II

MXe III base

MXe III

expanded

Standalone Total agents 350 200 30 100 175 40 40 50 90

EHD agents 100 100 10 50 100 10 10 10 40

TDM trunks00000606075135

SIP trunks 525 300 45 150 250 75 75 90 150

User

Gateway

(group

controller)

Total agents 700 350 30 200 350 50 50 80 150

EHD agents 200 100 10 100 200 10 10 10 40

TDM trunks00000000 0

SIP trunks 0 0 0 0 0 0 0 0 0

Trunk

Gateway

Total agents00000000 0

TDM trunks 0 0 0 0 0 60 60 60 120

SIP trunks

525 300 60 250 350 75 75 90 150

Note: Mitel proprietary voice encryption is supported in ACD deployments. However, due to the increased load

SRTP places on the solution SRTP voice encryption is not supported in ACD configurations and must be

disabled via ESM.

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