User guide

Resiliency and ACD Resiliency

Full ACD Resiliency

This section provides two full ACD Resiliency configurations.

Full configuration 1: Four controllers scaling to greater than 120 agents

In the configuration shown in Figure 14, the ACD paths are programmed on multiple queueing

gateways, and the PSTN calls are split evenly between the gateways. If one gateway fails, all

incoming traffic can be diverted to another gateway. The ACD path calls queue on the gateways

and are routed to the agent controller when agents become available. This configuration

provides automatic agent failover to the secondary agent controller, upon outage, and failback

to the primary agent controller upon return to service.

This configuration supports

• Path resiliency

• Group resiliency

• Agent device resiliency

• 250 agents, but additional gateways can be added to scale to a maximum of 350 agents