An ACD 2000 solution supports:
Longest Idle Agent call distribution
Up to 999 paths on the trunking gateways
Up to 1181 agent IDs on the agent controller
A maximum of 350 IP agents on one controller (assuming that MiTAI is not being used on the agent controller. Consult the 3300 ICP Engineering Guidelines on the Mitel Customer Documentation web site)
Resiliency for ACD agent IP phones (refer to the 3300 ICP Resiliency Guidelines on the Mitel Customer Documentation web site for configuration details).
The following general configuration details apply:
3300 ICP Release 7.0 software or later is required on the controllers to support ACD agent hot desking and ACD agent resiliency.
Program the ACD paths on the digital trunking gateway controllers. The Paths are mirror images of one another and take calls for the same 800 number (Path DN must be unique).
Number of gateways is determined by the required trunk to agent ratio.
Split Central Office (CO) calls evenly between trunking gateways 1, 2, 3, and so forth.
Configure IP Networking between 3300 ICPs.
Program each path's primary ACD group and Overflow Groups as Remote Directory Numbers (RDNs).
Point RDNs to Agent Skill Groups that reside on the ACD Agent Controller.
Configure the system such that queued callers listen to RADS at the digital trunking gateway and are distributed to agents via Networked ACD as the agents become available.
Configure RADs on the digital trunking gateway using the "embedded RAD" functionality that is available through the 3300 ICP embedded voice mail or use a third-party RAD unit (for example, Mitel Intelligent Queue, Interalia, or similar unit). Note that the embedded RADs do not use E2T channels; however, the Intelligent Queue is an IP integration and uses E2T channels when RAD recordings are played.
For call center reporting, set up Customer Interaction Solutions collection points for all nodes.
Refer to ACD 2000 Programming for ACD 2000 programming instructions. Refer to the 3300 ICP Resiliency Guidelines on the Mitel Customer Documentation web site for instructions on how to configure agent resiliency.
