Typical Configurations
27
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)
Summary of Contents for MiVOICE BUSINESS
Page 1: ...Mitel MiVoice Business RELEASE 7 2 ENGINEERING GUIDELINES ...
Page 15: ...Chapter 1 ABOUT THIS DOCUMENT ...
Page 16: ......
Page 22: ...Engineering Guidelines 8 ...
Page 23: ...Chapter 2 SYSTEM OVERVIEW ...
Page 24: ......
Page 28: ...Engineering Guidelines 14 ...
Page 29: ...Chapter 3 TYPICAL CONFIGURATIONS ...
Page 30: ......
Page 73: ...Chapter 4 PHONES AND VOICE APPLICATIONS ...
Page 74: ......
Page 95: ...Phones and Voice Applications 81 Figure 9 ICP Connection Paths and Limitations ...
Page 100: ...Engineering Guidelines 86 ...
Page 101: ...Chapter 5 POWER ...
Page 102: ......
Page 128: ...Engineering Guidelines 114 ...
Page 129: ...Chapter 6 PERFORMANCE ...
Page 130: ......
Page 135: ...Chapter 7 APPLICATIONS ...
Page 136: ......
Page 142: ...Engineering Guidelines 128 ...
Page 143: ...Chapter 8 EMERGENCY SERVICES ...
Page 144: ......
Page 151: ...Chapter 9 IP NETWORKING ...
Page 152: ......
Page 167: ...Chapter 10 LICENSING ...
Page 168: ......
Page 183: ...Chapter 11 BANDWIDTH CODECS AND COMPRESSION ...
Page 184: ......
Page 209: ...Chapter 12 NETWORK CONFIGURATION CONCEPTS ...
Page 210: ......
Page 244: ...Engineering Guidelines 230 ...
Page 245: ...Chapter 13 NETWORK CONFIGURATION SPECIFICS ...
Page 246: ......
Page 309: ...Appendix A CAT 3 WIRING ...
Page 310: ......
Page 315: ...CAT 3 Wiring 301 Figure 55 CX MX MXe AX and LX Minimum Cable Standard ...
Page 316: ...Engineering Guidelines 302 ...
Page 317: ...Appendix B INSTALLATION EXAMPLES ...
Page 318: ......
Page 335: ...Appendix C LLDP AND LLDP MED CONFIGURATION EXAMPLES ...
Page 336: ......
Page 347: ...Appendix D VOIP AND VLANS ...
Page 348: ......
Page 353: ...Appendix E VOIP SECURITY ...
Page 354: ......
Page 381: ... ...