Mitel mivoice business Engineering Manualline page 40

Engineering Guidelines
• No Mitel Contact Center Solutions used to provide call handling and reporting.
• There is no IVR system handling incoming calls, thus calls will ring directly to the path(s).
• RADs are played to callers waiting in queue(s), either from internal resources or from an
external system.
• All active agents are members of only one group.
• There is no overflow or interflow on the paths.
• All agents are local to their controller except in the rows for EHD agents (EHDA is not sup-
ported prior to MCD 5.0 and CCS 6.0). If used, EHDA will affect the number of agents and
amount of traffic that can be supported on a controller. When the maximum EHDA are con-
nected, the total local agents must be reduced to zero (see chart of Local vs. EHD Agents.
Table 1: Maximum Number of ACD Agents and Trunks in a Basic Call Center
ACD AGENT AND TRUNK
CONFIGURATION
Standalone Total agents
EHD agents
TDM trunks
SIP trunks
User Total agents
Gateway
EHD agents
(group
controller)
TDM trunks
SIP trunks
Trunk Total agents
Gateway
TDM trunks
SIP trunks
Note: Because the AX is primarily an ONS and LS gateway, it would not normally be used in an ACD application.
The MXe Server is limited by E2T and conference resources compared to MiVoice Business for ISS with its
attached Media Server. The AX, CX II, and MXe base are also limited by E2T and other DSP resources.Mitel
proprietary voice encryption is supported in ACD deployments. However, due to the increased load SRTP places
on the solution SRTP voice encryption is not supported in ACD configurations and must be disabled via ESM.
26
500 300 30
100 100 10
0 0 0
750 450 45
700 350 30
200 100 10
0 0 0
0 0 0
0 0 0
0 0 0
525 300 60
150 250 50
50 100 10
0 0 60
150 375 75
200 350 50
100 200 10
0 0 0
0 0 0
0 0 0
0 0 60
300 450 75
50 60 90
10 10 40
60 90 180
75 90 300
50 100 150
10 10 40
0 0 0
0 0 0
0 0 0
60 60 120
75 90 150