User guide

Resiliency and ACD Resiliency
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Calls in progress are maintained
Agents on calls are not interrupted if there is a network or controller outage. In the event of an
outage, agents and customers remain on the line until they conclude their conversations. Only
after a call ends does an agent’s phone automatically re-register with the failover controller.
Callers are unaware of the outage or system event
Failover occurs seamlessly. Customers do not experience any delay in service or interruptions
while on calls with agents. Only after an agent hangs up does the agent’s phone re-register
with the failover controller.
Agent states are retained
Agents do not have to log back in. Upon failover and failback, controllers maintain the agent
states. Their states are retained, which means idle agents are ready to handle calls.
Single points of failure are minimized
The Mitel 3300 ICP resiliency solution is highly distributed, spreading trunk density and agents
across several nodes. It provides a high level of agent resiliency and ensures that there is no
single point of failure.
Interactive Contact Center support is maintained on resilient telephone
systems
Real-time monitoring and Interactive Contact Center agent and queue control are not affected.
Real-time monitors notify you of agents who are in failover mode
Supervisors can quickly identify agents as soon as their phones re-register with the failover
controller. Real-time monitors indicate which agents have re-registered.
Reports convey agent performance without breaking up the shift
Contact Center Solutions applications provide seamless historical reporting and real-time
monitoring through a network or controller outage. The date and time of the primary controller
is maintained to ensure reports are accurate.
Configuration
ACD resiliency configurations are classed based on the level of resiliency achieved:
• Basic ACD Resiliency
• Advanced ACD Resiliency
• Full ACD Resiliency