User guide

Resiliency and ACD Resiliency
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provides automatic agent failover to either 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
For silent monitoring, supervisors must reside on the same controller as the agents they wish
to monitor.
Longest idle agent call distribution across all agents can only be achieved by putting all agents
on a single controller.