User guide

General Information Guide
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This configuration provides automatic agent failover to the secondary agent controllers (the
queueing gateways) upon outage, and failback to the primary agent controller upon return to
service.
This configuration supports
• Path resiliency
• Group resiliency, depending on how the resiliency groups are configured
• Agent device resiliency
• 250 agents, but additional gateways can be added to scale to a maximum of 350 agents
.
Figure 13 Advanced ACD Resiliency - Configuration 2