Specifications

Engineering Guidelines
22
The MiVoice Business systems do NOT support:
• Traditional agents and Hot Desk agents active on the same system
• Traditional agents and Hot Desk agents directly or natively logged into SIP or Analog
endpoints (directly connected to the system, or via a MiVoice Border Gateway)
Standalone ACD Controller
Smaller ACD installations will use a single controller with all trunks, agents, groups and paths
on it. The IVR and Call Centre Manager are both connected to this controller (through the local
network), as are the agents. The calls will come into the call centre from the PSTN through
either TDM or SIP trunks, will be routed through the IVR system and queued to a path. RADs
may be played either from the embedded resources on the controller, or from the IVR system.
This configuration is shown in Figure 6.
Figure 6: Example of a Standalone ACD installation