User guide

Contact Center Management Enterprise Node
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ACD and SMDR data collection
In multi-site enterprises, ACD and SMDR data is stored on the Enterprise Server.
When the Enterprise Server is a 3300 ICP or SX-200 ICP, it is recommended that you install a
server at the remote site to ensure data integrity. If there is no server at the remote site and the
WAN goes down, data is lost because of limited telephone system buffering. Data cannot be
sent to the Enterprise Server for storage. If the WAN goes down when there is a server at the
remote site, no data is lost. The remote server will buffer data until the WAN is restored and
then send the data to the Enterprise Server.
When the Enterprise Server is an SX-200, it requires a server at the remote site.
If the WAN goes down, no data is lost. Redundant data collection provides increased reliability.
Data synchronization and storage
All contact center statistics are automatically synchronized and stored on the Enterprise Server.
This ensures accurate, multi-site historical reporting.
Telephone system-neutral data collection process
The data collection process is compatible with Mitel’s SX-200, 3300 ICP, and SX-200 ICP
platforms. This compatibility enables the manager to collect data and run reports on contact
centers with different Mitel telephone systems.
Requirements
If you are running additional applications on the same server, the hardware requirements will
change.
Configuration
Figure 9 illustrates a possible multi-site Contact Center Management configuration.