User guide

Resiliency and ACD Resiliency
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Figure 12 Advanced ACD Resiliency - Configuration 1
Advanced configuration 2: Three controllers scaling to greater than 120 agents
In the advanced configuration shown in Figure 13, the ACD paths and PSTN calls are split
evenly between two queueing gateways, and all 250 agents are hosted on the agent controller.
In this configuration, if one gateway fails, all incoming traffic can be diverted to the other gateway.
ACD path calls queue on the gateways and are routed to the agent controller when agents
become available. The E2T boundary is doubled and therefore supports 250 agents. Additional
gateways can be added to scale to a maximum of 350 agents.