Specifications

Engineering Guidelines
24
Basic Call Center
• Trunk to agent ratio is 1.5 (lower trunk ratios will allow increased system capacity, at the
expense of more rejected (busy tone) calls).
• Traffic per agent is at 27 CCS and 120 sec call handling time, i.e. 30 CPH per agent.
• No Mitel Contact Center Solutions used to provide call handling and reporting.
• There is no IVR system handling incoming calls, thus calls will ring directly to the path(s).
• RADs are played to callers waiting in queue(s), either from internal resources or from an
external system.
• All active agents are members of only one group.
• There is no overflow or interflow on the paths.
• All agents are local to their controller except in the rows for EHD agents (EHDA is not sup-
ported prior to MCD 5.0 and CCS 6.0). If used, EHDA will affect the number of agents and
amount of traffic that can be supported on a controller. When the maximum EHDA are con-
nected, the total local agents must be reduced to zero (see chart of Local vs. EHD Agents.
Table 1: Maximum Number of ACD Agents and Trunks in a Basic Call Center
ACD Agent and Trunk
Configuration
MiVoice Business for ISS
MXe Server
& MiVoice Business Multi-instance
MiVoice Business
VMware Virtual Appliance (150)
MiVoice Business
VMware Virtual Appliance (1500)
MiVoice Business
VMware Virtual Appliance (2500)
AX
CX II / CXi II
MXe III base
MXe III
expanded
Standalone Total agents 500 300 30 150 250 50 50 60 90
EHD agents 100 100 10 50 100 10 10 10 40
TDM trunks 0 0 0 0 0 60 60 90 180
SIP trunks 750 450 45 150 375 75 75 90 300
User
Gateway
(group
controller)
Total agents 700 350 30 200 350 50 50 100 150
EHD agents 200 100 10 100 200 10 10 10 40
TDM trunks 0 0 0 0 0 0 0 0 0
SIP trunks 0 0 0 0 0 0 0 0 0
Trunk
Gateway
Total agents 0 0 0 0 0 0 0 0 0
TDM trunks 0 0 0 0 0 60 60 60 120
SIP trunks
525 300 60 300 450 75 75 90 150
Note: Because the AX is primarily an ONS and LS gateway, it would not normally be used in an ACD application.
The MXe Server is limited by E2T and conference resources compared to MiVoice Business for ISS with its
attached Media Server. The AX, CX II, and MXe base are also limited by E2T and other DSP resources.Mitel
proprietary voice encryption is supported in ACD deployments. However, due to the increased load SRTP places
on the solution SRTP voice encryption is not supported in ACD configurations and must be disabled via ESM.