User guide

General Information Guide
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Benefits
Contact centers often provide the primary customer-to-company interface. From a customer
satisfaction and revenue perspective, downtime costs money. In other words, lost calls mean
lost customers. Resiliency ensures that the contact center is always available.
Contact centers that operate 24/7 cannot be taken offline. Resiliency enables sites to upgrade
or service their phone systems while agents continue to take calls.
ACD Resiliency enables seamless reporting and uninterrupted real-time monitoring during
outages, so call data is not lost and supervisors can continue to monitor agent activity.
Resiliency Support for Contact Center Applications
The following Contact Center Solutions applications support ACD Resiliency:
• Contact Center Management
• Interactive Contact Center
• IVR Routing
• Mitel Border Gateway Connector
Features
Resiliency includes the following features:
• Calls in queue are not lost.
• Calls in progress are maintained.
• Callers are unaware of the outage or system event.
• Agent states are retained.
• Single points of failure are minimized.
ACD Resiliency includes the following features:
• Interactive Contact Center support is maintained on resilient telephone systems.
• Real-time monitors notify you of agents who are in failover mode.
• Reports convey agent performance without breaking up the shift.
Calls in queue are not lost
In the event of an outage impacting a primary agent controller, the calls in queue are not affected.
Such calls are immediately directed to the failover controller.