ACD contact center features
120 Communication Manager Guide to ACD Call Centers
Each extension-split assignment requires additional storage in CMS. Therefore, assigning
extensions to multiple splits can quickly consume agent storage capacity on CMS. For
example, if you assign 50 agent extensions to six splits, the communication server sends
300 extension-split assignments to the CMS. In this case, CMS creates space in real-time
data storage for 300 agent splits, even if the number of agents logged in is less than 100.
When assignments exceed capacity
The maximum number of agent-split configurations CMS can measure is specified in the
Data Storage Allocation window. If the allocated number is less than the split-extension
assignments that CMS receives from the communication server, the link between the
communication server and CMS fails to come up. For example, if 400 measured agent-
split configurations are allocated in CMS, but the communication server has 450 split-
extension assignments, the link fails to come up.
Assignments are not logins
In a non-EAS environment, a distinction is drawn between the number of agent extensions
assigned to multiple splits and the number of agents logged into multiple splits. Even if an
agent extension is assigned to six splits, the agent can be logged into only three splits
simultaneously. CMS always creates space in real-time data storage for six agent-split
pairs (one for each split), even though the agent is not simultaneously logged into all six
splits.
In a standard EAS environment, the agent can log in to a maximum of four skills. In an
EAS-PHD environment, the agent can log in to a maximum of 20 skills. However, the agent
can be assigned to many more skills.
Measured trunks versus unmeasured facilities
CMS requires data allocation for unmeasured facilities trunk data. Unmeasured facilities
are not actual trunks, but are tracking records on the CMS.
Unmeasured facilities on CMS are required for:
●
Internal calls (intracommunication server) to a measured split or agent
●
Internal calls to VDNs
●
Calls made by agents to internal destinations or on an unmeasured facility group
●
Transfers and conferences until the transfer/conference is complete.
