Specifications

Typical Configurations
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RAD sources may be embedded (using the voice mail and/or music ports) or off-board (for
example, Mitel Contact Center Intelligent Queue). In the networked configurations, the RAD
playback and distribution should be located on the trunk gateway.
• Embedded RAD in 3300 ICP (TDM source)
- RAD plays directly into the TDM switch fabric (no E2T channels used).
- RAD stream is connected directly to n output channels for TDM trunks (no E2T).
- RAD stream uses n E2T channels to connect to SIP trunks (total = n E2T channels).
• External IP RAD in 3300 ICP (TDM source)
- RAD plays through one E2T channel into the TDM switch fabric.
- RAD stream is connected directly to n output channels for TDM trunks (only 1 E2T
channel used).
- RAD stream uses n E2T channels to connect to SIP trunks (total = n+1 channels).
• Embedded RAD in MiVoice Business for ISS
- RAD plays within Media Server portion of the controller (1 channel used)
- RAD stream is multi-cast to n channels to connect to SIP trunks (total = n+1 channels).
• External IP RAD in MiVoice Business for ISS
- RAD plays into Media Server portion of the controller (1 channel used).
- RAD stream is multi-cast to n channels to connect to SIP trunks (total = n+1 channels).
Conference resources are needed in the ACD environment for Silent Monitor and Whisper
Coach (availabe on x86 platforms only) and consultation calls by the agents. In the network
installations these resources are provided on the agent controller(s).
IP (MiNet) phones, SIP phones (including MiCollab Client softphones and SIP clients on mobile
smart phones), digital phones (DNIC) and analogue phones may be used for ACD agents under
various conditions. The following is a summary of how ACD agents may be connected to
MiVoice Business systems.
Traditional agents or Hot Desk ACD agents are supported on:
• MiVoice IP Phones directly connected to the system, or via a MiVoice Border Gateway
Traditional agents only are supported on:
• TDM digital phones as extensions to the MiVoice Business systems, e.g. DNIC or ISDN
External Hot Desking Agents are supported on:
• Mobile phones that connect as EHDA to the system via BRI or PRI TDM trunks
• Analogue phones that connect as EHDA to the system via BRI, PRI TDM, or IP Trunks*
• SIP phones that connect as EHDA to the system via SIP or IP Trunks*
• Third Party PBX phones that connect as EHDA to the system via PRI, SIP, QSIG Trunks*
* Refer to CCS Deployment Guide for further detailed restrictions.