3300 ACD Resiliency Rel 4.1

[kwbMitel]

Trying out ACD resiliency for the first time.

I'm stuck on the path. It appears that I need to use a different DN than the one on the primary. Have I missed something or is this the way to go?

Sets Are Resilient
Agent ID's Are resilient
Agent Groups are resilient

Paths on the other hand seem to require manual duplication with alternate DN's.

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What's most important is that you realise ... There is no spoon.

 

[kwbMitel]

BobCheese - Probably yes, but I'd still be concerned with the customer messing with it. System speed dials is something they have access to, ARS is not.

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What's most important is that you realise ... There is no spoon.

 

[boycey9]

Kwb - I have set this up both the way I suggested and also the way you are suggesting, Your way will work however there is some issues with it. Not knowing your setup completely I can not say if they will affect you but they are as follows.
A Call comes in to a controller and hits a path, the acd group primary controller is the other one so the call goes across the ip trunks to find an agent, the agent who is free is on the other controller so the call comes back, this agent then transfers the call to another path on the other controller..etc.etc, I know this is worse case scenario but you can get to the instance where you use many IP trunks, with a max of 200 you soon run out and in a busy call centre you can cause issues, I have seen this.
Also I know you mentioned PF was not an issue but if you are reporting on this there are so many smdr records to collate there is a good chance your reports will be inaccurate.

 

[kwbMitel]

Boycee9 - I only have agents on 1 controller and paths on 1 controller. The 2nd controller is strictly for resiliency and trunking redundancy. The scenario you describe could not occur. The call will either proceed to the primary under normal conditions or loopback to the secondary in failover. No other scenario is possible IMO.

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What's most important is that you realise ... There is no spoon.