Mitel MiVOICE BUSINESS, Engineering Manualline

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Engineering Guidelines
30
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.
Table 6: Active Agents on MXe-III Agent Controller
AGENTS CHT (SEC) CPH CPH/AGENT
25 30 3000 120
50 60 3000 60
75 90 3000 40
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
MiVoice Business Virtual (150) 30 10
MiVoice Business Virtual (2500) 350 200
AX 50 10
CX II / CXi II 50 10
MXe III (base) 80 10
MXe III (expanded) 150 40