User guide

General Information Guide
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Advanced ACD Resiliency
This section provides two advanced ACD Resiliency configurations.
Advanced configuration 1: Three controllers with up to 120 agents
In the advanced configuration shown in Figure 12, calls are evenly split between the two 3300
Queueing Gateways where the paths are programmed. In this configuration, if one gateway
fails, all incoming traffic can be diverted to the other gateway. If the Agent Controller fails, calls
and agents are diverted to the secondary controller, which also serves as a queueing gateway.
The ACD path calls queue on the gateways and are routed to the agent controller when agents
become available. In the following configuration the second gateway is used for trunking (and
path) resiliency rather than for incremental E2T.
This configuration supports
• Path resiliency
• Group resiliency
• Agent device resiliency
• 120 or 192 agents, depending on the controller variant. Additional gateways can be added
to scale to a maximum of 350 agents.