Specifications

Engineering Guidelines

In the standalone configuration, adding more groups for the agents or allowing overflow on the

paths will both add a processing load for each call, and will therefore reduce the capacity of

the system. In the networked configuration, the agent controller has been relieved of the

processing load for the IVR, so the nominal call capacity increases significantly from that of a

standalone system. Multiple agent groups and path overflows still affect this node and reduce

its capacity. The path controller (PSTN gateway) is still carrying the IVR load, but it is not dealing

with the agent groups. However, the path overflows are more restrictive than on the single node,

and will reduce the capacity of the node significantly.

The System Engineering Tool deals with all of these conditions, and must be used when

analyzing any ACD configuration, including older controllers which do not fit within the limits

shown in the above table. Contact Professional Services for assistance for any configuration with:

• more agents and/or trunks

• different traffic pattern

• more agent groups

• greater path overflow and interflow

• additional or alternate applications attached.

• any requirement for call centers with MiVoice Business Multi-instance or Virtual

MiVoice Business.