User guide

General Information Guide
72
Configuration
Networked ACD is used to enable virtual ACD deployments. All paths are programmed on the
3300 Queueing Gateways and all agents are programmed on the 3300 Agent Controller(s).
This section describes two configurations for resilient, virtual ACD contact centers.
• Configuration 1: Failover to local secondary
• Configuration 2: Failover to central secondary, then local tertiary
Configuration 1: Failover to local secondary
Figure 16 shows a resilient virtual ACD call center distributed across Dallas, New York, and
Los Angeles. The primary controller is in Dallas, and queueing gateways in all three locations
act as secondary agent controllers.
Figure 16 Resilient Virtual Contact Center - Configuration 1
Note: In this configuration, ACD group resiliency support will depend on how the ACD
groups are configured. There are scenarios where group resiliency will not be supported
when groups fail over to local secondary nodes.