The solution is to configure the site with 3300 digital trunking gateway controllers, an ACD agent controller, and the Networked ACD option. In this configuration, you program the trunks and paths on the 3300 digital trunking gateway controllers and program all agents on the agent controller. This approach ensures that E2T blocking will not occur on the agent controller because all calls received by the agents will be IP calls. Any incoming TDM calls will have already been converted to IP by one or more digital trunking gateway controllers. By placing all agents on the same 3300 ICP controller, you can also ensure that Longest Idle Agent call distribution feature is supported. Other features that work when all agents and supervisors are on the same node include silent monitoring, call recording, and call transfer to another agent (by dialing agent's ID).
All calls are queued to the paths configured on the digital trunking gateway controller. You can use the maximum number of trunks that are supported by the MX, MXe, or LX gateway controllers. The number of trunks that you require is determined by the number of agents and call traffic. If the site requires more trunks, you can add more digital trunking gateway controllers.
