Mitel MiVOICE BUSINESS, Engineering Manualline

Page: 43 / 381

Typical Configurations
29
• more agent groups
• greater path overflow and interflow
• additional or alternate applications attached.
• any requirement for call centers with MiVoice Business Multi-instance or MiVoice Business
Virtual.
Active agents vs. traffic
The maximum number of agents shown in the above tables is based on each agent handling
an average of 30 CPH, corresponding to an average total call handling time (CHT) of 120
seconds, including work timer. If the call traffic is a different rate, the number of active agents
that can be supported on a controller will change. The following tables show typical numbers
for several representative configurations. In each case we are still assuming agents in an
average of 5 groups, and one overflow per path
Table 3: Active Agents on ISS Standalone Controller
AGENTS CHT (SEC) CPH CPH/AGENT
100 34 10500 105
350 120 10500 40
700 240 10500 15
1050 360 10500 10
Table 4: Active Agents on ISS Agent Controller
AGENTS CHT (SEC) CPH CPH/AGENT
100 30 21000 210
350 90 21000 60
700 120 21000 30
1050 180 21000 20
1400 240 21000 15
Table 5: Active Agents on MXe-III Standalone Controller (with PRI)
AGENTS CHT (SEC) CPH CPH/AGENT
10 30 1200 120
20 60 1200 60
30 120 1200 30
40 180 1200 20
60 240 1200 15
80 300 1200 12
100 360 1200 10