User guide

General Information Guide
60
Basic ACD Resiliency
This section provides two basic ACD Resiliency configurations.
Basic configuration 1: Two controllers with up to 120 agents
As shown in Figure 10, the ACD agents and paths are programmed on both 3300 agent
controllers, so that the public exchange calls (PSTN) are split evenly between the controllers.
Each controller is both a primary and secondary agent controller in the event of a failure on
either controller. This configuration enables automatic failover to the secondary agent controller,
upon outage, and automatic failback to the primary agent controller, upon return to service.
This configuration
• Supports agent device resiliency
• Does not support ACD group resiliency
The E2T boundary limits the agent total to 120 or 192, depending on the controller variant.
Figure 10 Basic ACD Resiliency - Configuration 1