Mitel MiVOICE BUSINESS, Engineering Manualline

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Typical Configurations
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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 MiVoice Business Virtual or installations outside the parameters specified below, contact
Mitel Professional Services.
Basic 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.