User guide

General Information Guide
26
Active agent numbers are baselined on
• 27 ccs (each agent handling roughly 30 cph)
• 2 min handling time
• Each agent in 5 skills
• 1 overflow group
• Full MiTAI monitoring of paths, agents, and IVR ports
• All calls routed through front end IVR
If these attributes change, so to can the supported number of active agents. Please refer to
the Mitel 3300 ICP Engineering Guidelines and Engineering tool when modeling ACD for
specific call center opportunities.
Table 3 details ACD support in the SX-200 ICP.
The following telephone sets support ACD:
• 5340 IP Phone
• 5330 IP Phone
• 5312 IP Phone
Max Work
Timer Length
4 hours 4 hours 4 hours 4 hours
Max 3 Party
Conferences
64 64 64 64
Max Visual
Workflow
Manager Ports
120 total, 60 per
controller
120 total, 60 per
controller
120 total, 60 per
controller
120 total, 60 per
controller
Table 3 ACD Support in SX-200 ICP
SX-200 ICP
Agent support Supports up to:
• 999 agent IDs
• 100 agents logged in at one time
• 99 paths
• One primary agent group per path
• 100 agent IDs per group
Telephone support • 5212 IP Phone
• 5224 IP Phone
• Superset 4015
• Superset 4025
Table 2 ACD Dimensions by Platform
MCD Release 5.0 and Contact Center Release 6.0