User guide

Resiliency and ACD Resiliency

Introduction

This section provides an overview of Resiliency and ACD Resiliency and how they work. For

more information, refer to the following topics:

• Overview

• Benefits

• Resiliency Support for Contact Center Applications

•Features

• Configuration

Overview

Resiliency is a network configuration, available with the Contact Center Advanced Starter Pack

or greater and Call Accounting, that ensures high reliability or availability of a communications

system. The network configuration provides ACD agent resiliency and an immediate response

to outages, and allows IP phones to remain in service in the event that their 3300 ICP controller

fails.

In the event of a controller or network failure, IP phones automatically switch over to re-register

with a secondary 3300 ICP controller, so agents continue to receive calls. Resiliency also

means in-progress voice communications are not disrupted during network or component

failure.

A resilient ACD configuration typically consists of a queueing gateway or gateways, a primary

controller, and a secondary controller programmed within a cluster. The ACD paths are

configured on the queueing gateways to direct calls to the resilient ACD agent groups that are

configured on both the primary and secondary controllers. During normal operation, the

queueing gateways direct the ACD calls to the primary agent controller. If the primary agent

controller fails, calls are redirected to the secondary agent controller. The resilient agents and

resilient agent groups fail over to the secondary agent controller and can process the incoming

ACD calls.

ACD paths are not resilient. However, you can achieve a level of ACD path resiliency by

programming two paths with the same configuration information on separate controllers. You

configure each path with a unique directory number within the cluster.

ACD Release 7+ (Release 9 is recommended) features support for virtual resilient ACD,

including distribution of functions into agent controllers and queue controllers, either or both of

which can be resilient.

ACD Resiliency supports the resiliency, scalability, and virtual contact center models of the

Mitel telephone platforms. It is an add-on option to Contact Center Enterprise Edition or Mitel

Call Accounting. ACD Resiliency provides seamless reporting in the event of a network or

controller outage.