User guide

General Information Guide
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Figure 14 Full ACD Resiliency - Configuration 1
Full configuration 2: Four controllers with up to 250 agents
In the configuration shown in Figure 15, the ACD paths are programmed on multiple queueing
gateways, and the PSTN calls are split evenly between the gateways. If one gateway fails,
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