Specifications

Performance
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Figure 12: Performance Limitations for Mixed Office Traffic (MXe Server)
Performance in an ACD Environment
There are many features of an office telephone system which are always present and which
individually use a large amount of CPU performance, but since they are rarely used in an office
or hospitality environment, they are insignificant to the overall performance numbers of the
system. These same features, when used in the high traffic ACD (contact center) environment,
can rapidly drive the system to (or beyond) its maximum CPU capacity.
When a call comes into the contact center on a trunk, it will often be queued to be answered
by the IVR system. This system will then transfer the call to a path (another queue), where it
waits, listening to MOH or a message until an agent is available. The call might go back to a
the IVR for an update message (i.e. “All of our agents are still busy… your call is important to
us … please stay on the line …”), be transferred back into the agent queue, and then finally be
transferred to a free agent. This means that each call into the system is a minimum of two