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Engineering Guidelines
28
Local agents vs. EHD agents
As stated previously, when EHDA is used for some or all of the agents, the total number of
agents that can be supported on a controller is reduced. Table 7 is a summary of the maximum
number of agents and EHD agents on the various platforms for an agent controller in an
advanced call center configuration. Figure 8 shows how the number of local and external hot
desk agents must be balanced on an agent controller (example shown is for MiVoice Business
for ISS. The same principle must be used for any other controller configuration.
100 120 3000 30
150 180 3000 20
200 240 3000 15
250 300 3000 12
300 360 3000 10
Table 7: Active Agents on Agent Controller in Advanced Call Center
Platform Maximum Agents Maximum EHD Agents
MiVoice Business for ISS 700 200
MXe Server (& MiVoice Business
Multi-instance)
350 100
Virtual MiVoice Business (150) 30 10
Virtual MiVoice Business (2500) 350 200
AX 50 10
CX II / CXi II 50 10
MXe III (base) 80 10
MXe III (expanded) 150 40
Table 6: Active Agents on MXe-III Agent Controller
Agents CHT (sec) CPH CPH/agent
- MIVOICE BUSINESS 1
- Release 7.0 2
- All rights reserved 2
- Chapter 2: System Overview 3
- Chapter 5: Power 5
- Chapter 6: Performance 6
- Chapter 7: Applications 6
- Chapter 8: Emergency Services 7
- Chapter 9: IP Networking 7
- Chapter 10: Licensing 8
- Appendix A: CAT 3 Wiring 12
- Appendix D: VoIP and VLANs 13
- Appendix E: VoIP Security 13
- CHAPTER 1 15
- Overview 17
- About This Document 19
- System Management Tools 20
- Engineering Tool 20
- CHAPTER 2 21
- System Architecture 23
- MiVoice Business Controller 24
- Supported Countries 25
- CHAPTER 3 27
- System Configurations 29
- Multiple Units System 30
- Distributed System 30
- Hybrid System 32
- Standalone ACD Controller 36
- Network ACD Controllers 37
- ACD limits 37
- Basic Call Center 38
- Advanced Call Center 39
- Active agents vs. traffic 41
- Local agents vs. EHD agents 42
- Configuration Tables 44
- AX Controller 47
- CX/CXi Controller 49
- CX II/CXi II Controller 51
- MXe Controller 52
- Typical Configurations 53
- LX Controller 55
- Other Maximum Limits 57
- Use of SRTP 59
- HTML Applications on Sets 62
- Upgrading the System 63
- Provisioning System Resources 64
- CX Hardware Configurations 65
- Programmable Keys 68
- Provisioning for Traffic 70
- CHAPTER 4 73
- MiVoice IP Phones 75
- 5560 IPT Limits 76
- Phones Supported on the AX 77
- Micro Firewall 77
- NuPoint Unified Messaging 78
- SpectraLink Phones 79
- Phone Stands 79
- Gigabit Ethernet Phone Stand 81
- System Requirements 82
- Installation Recommendations 82
- Coverage and Capacity 82
- Typical operating range 84
- Range example 84
- RF Site Survey 85
- Other Considerations 85
- Access Connections 86
- MiVoice Business Console 87
- IP Sockets and Monitors 88
- Worked Example 95
- Phones and Voice Applications 97
- CHAPTER 5 99
- Introduction 101
- Installation Practices 101
- Controller Power Input 101
- MiVoice IP Phone Power 102
- Recommended Phone Powering 103
- Options for IP Phone Powering 104
- AC Power adapters 106
- 802.3af powering 106
- Third party 802.3af powering 108
- Powering the 5560 IPT 109
- Cable Power Loss 110
- Phone Power Consumption 110
- Engineering Guidelines 112
- Remote power 113
- LLDP-MED power advertisements 118
- System Power Requirements 122
- CHAPTER 6 125
- System Performance Index 127
- Performance with Ring Groups 130
- Performance with Hunt Groups 130
- CHAPTER 7 133
- 3300 ICP Applications 135
- Voice Mail 136
- Networked Voice Mail 136
- Embedded Music On Hold 137
- Application Processor Card 138
- CHAPTER 8 141
- Emergency Services 143
- Teleworker devices 145
- Other considerations 147
- CHAPTER 9 149
- IP Networking Considerations 151
- Clustering 152
- IP trunking models 154
- Variable RTP Packet Rates 157
- Route Optimization 158
- Automatic Route Selection 159
- SIP Trunking 160
- Applications compatibility 161
- Support for FAX over IP 161
- SIP aware firewall 162
- TCP/IP port usage 163
- Resiliency 164
- 911 emergency services 164
- CHAPTER 10 165
- System Licenses 167
- Device Licensing 172
- Licensing 173
- Licensing Limits 175
- Licensing Example 176
- CHAPTER 11 179
- Compression 181
- Bandwidth availability 185
- WAN bandwidth 186
- Bandwidth Management 187
- Zone Parent 189
- 1Root (WAN) 189
- 2 Root (WAN) 189
- 3Root (WAN) 189
- 1 Root (1) 191
- 2 Root (1) 191
- 3 Root (1) 191
- Deployment boundaries 192
- Additional information 193
- Codec – Introduction 194
- Codec selection 195
- Compression – Introduction 199
- IP Phones and compression 200
- Compression zones 202
- Compression and licenses 204
- CHAPTER 12 205
- Basic Concepts 213
- Packet loss 214
- Available bandwidth 214
- Packet priority mechanisms 214
- WAN connections 214
- Transcoding and compression 215
- Wideband voice 215
- LAN architecture 216
- VoIP Readiness Assessment 219
- Network Measurement Criteria 220
- Bandwidth Requirements 220
- Serialization Delay 221
- Codec Packet Rate 222
- 10 ms 20 ms 30 ms 40 ms 222
- G.729 102 122 142 162 222
- G.722.1 N/A 162 N.A 242 222
- Network Priority Mechanisms 223
- WAN layer 3 priority 227
- LAN QoS policies 231
- Full duplex network basics 232
- Half duplex network basics 233
- System Capabilities 234
- WAN traffic working example 235
- Firewalls and NAT 239
- CHAPTER 13 241
- Start-Up Sequence and DHCP 244
- Notes Regarding LLDP-MED 250
- Page 1 of 2 251
- 5302 Startup and DHCP 254
- DHCP Option Reclassification 255
- IP Phone behavior 256
- DHCP Lease Time 259
- 3300 TFTP Server 259
- CDP and VMPS 261
- Port Settings 263
- Release MCD 4.0 and 264
- Yes Basic STP 264
- MiVoice IP Phone 265
- Location change indication 265
- Use of VMPS with 3300 ICP 269
- Network Considerations 271
- SpectraLink wireless phones 272
- Mitel WLAN phones 272
- Wireless LAN considerations 273
- Coverage and capacity 274
- Connectivity to the wired LAN 274
- G.711 modem pass through 276
- T.38 FoIP Guidelines 277
- Signalling 278
- Operation 278
- Line Circuits and COS Options 279
- Resources required 280
- DSP provisioning 280
- Inter-zone default profile 281
- Intra-zone default profile 281
- Other intra-zone profiles 281
- Recommended settings 281
- T.38 Alarms 284
- 3300 IP Ports 285
- TCP / 443 (HTTPS) 289
- Enterprise 291
- IP Phone 294
- IP Console 295
- 5550-TKB 295
- IP Address Restrictions 299
- Cables and Connections 300
- Ethernet cable distances 301
- Straight and crossover cables 302
- Interconnection Summary 304
- APPENDIX A 305
- CAT 3 Wiring Practices 307
- CAT 3 Wiring 311
- APPENDIX B 313
- Basic Rules 315
- Define the IP Addressing 316
- Define the VLAN 316
- Example Network Topology 317
- Switch# configure terminal 318
- Switch1(config-vlan)# exit 318
- Router 1 configuration 322
- Programming the IP addresses 323
- Programming static routes 323
- Create Class Maps 324
- Create the Policy Maps 324
- Router 2 configuration 325
- Miscellaneous 328
- APPENDIX C 331
- LLDP, LLDP-MED Overview 333
- Defining voice VLAN and ports 336
- Ensure that LLDP is enabled 340
- Additional Useful Commands 341
- APPENDIX D 345
- When to use VLANs? 347
- Network Configurations 347
- Standalone CXi, voice only 348
- APPENDIX E 351
- Data Encryption 353
- Signalling and media paths 354
- Signalling security 355
- Data encryption support 357
- VoIP Security 359
- Dual Port Phones 360
- IEEE 802.1X 360
- Devices that support 802.1X 362
- Worm and virus protection 363
- Prevention of toll abuse 363
- SIP Security 364
- Glossary 365
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