User guide

Automatic Call Distribution
25
ACD Support
Table 1 details ACD support in the SX-200.
Table 2 details the ACD capacities for using MCD 5.0 across platforms.
Table 1 ACD Support in SX-200
SX-200
Agent support Supports up to:
• 999 agent IDs
• 100 agents logged in at one time
• 99 paths
• one primary agent group per path
• three overflow
• agent groups per path
• 50 agent groups
• 100 agent IDs per group
Telephone support • Superset 4015 (by agents only)
• Superset 4025
Table 2 ACD Dimensions by Platform
MCD Release 5.0 and Contact Center Release 6.0
3300 CX/CXi MX/MXe MXe Server MCD on ISS
Max Agents -
Single Node
50 100 200 500
Max Agents -
Agents/Queues
on separate
controllers
50 250 350 800
Total
Programmed
Agent DNs
2100 2100 2100 2100
Max
Programmed
Queues (Paths)
999 999 999 999
Max Skill Group 999 999 999 999
Max Skill Levels
within a Group
500 500 500 500
Max Agents
Programmed
per Group
750 750 750 750
Max Skills
Active per
Group
30 30 30 30