User guide

Resiliency and ACD Resiliency
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Basic configuration 2: Two controllers with up to 120 agents
In Figure 11, calls land on the queueing gateway and queue to ACD paths. The gateway also
acts as a secondary agent controller in the event of a failure. This configuration provides
automatic failover to the secondary agent controller, upon outage, and failback to the primary
agent controller, upon return to service.
This configuration supports
• Agent device resiliency
• ACD group resiliency
The E2T boundary limits the agent total to 120 or 192, depending on the controller variant.
Figure 11 Basic ACD Resiliency - Configuration 2