Changes to Resiliency

[mitelmitel]

I have a customer abroad that needs an update.

They have a user gateway and 2 x mxe2 trunk gateways.

The admin has told me that she has 60 ip phones and 50 ACD agents with NO ACD HOTDESKING.

They are on MCD 4.0 and need to go to 4.2, but they want resiliency so have bought another MXe server.

The licensing has changed, so how many device, user, and ACD licenses are needed on the new server? Do they need to go to Hot Desking? If so that will double on licenses needed?


Mit.

 

[Supernova99]

You will need to go hotdesking if you want resiliency
4.2 ACD uses concurrent logged in users
With hotdesking you can now log in to any phone without having to set it up as a ACD enabled extn

So no new licences just remove the ACD from the sets and then add ACD to the hotdesk user.
You will need to first delete aal traditional ACD users
So be create a dummy Hotdesk ACD user and put that in all the Skill groups then delete all the Agent ID's
Then create all yor new Hotdesk ACD ID's and put them back in to the shill grups they were in.
You may have to copy keys from your ACD to the hotdesk ACD login ID as well as these now become personal keys.

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[mitelmitel]

So no additional resilient licenses need to be purchased for the secondary mxe server [device/user/etc]. Remember they have no resiliency.

They have CCM and rely heavily on MI - historical data for their agents. Wont changing their agent IDs and deleting their existing ones cause a big issue?

I thinnk there is a process where you can use ops manager to migrate standard existing agents to hotdesking agents?

Also, i think when you migrate to hotdesking you double the amount of user licenses needed [one for device and one for hotdesk user].

 

[LoopyLou]

I believe if you want ACD agent resiliency you need a equivalent number of ACD licenses on the secondary controler.

For complete ACD resiliency you need to covert the ACD ID's to hotdesk ACD ID's, you need to create paths on both controllers and have the paths contain the same agents. The issue with using an MXe Server as another controller is that it has not internal VM. This makes providing RAD messages for the paths more difficult.

The single biggest problem with communications is the illusion that it has taken place.

 

[mitelmitel]

They have 2 x trunk gateways to act as queue gateways so not a problem. ACD Hotdesking can convert traditional ACD agents in ESM User Config form.

They will need additional ACD agent licenses on the 2ndry MXe Server, however will it also need device and user licenses for the phones?

Maybe they should wait until MCD 5.0 so that all this comes free!

 

[kwbMitel]

I recently went thru this exercise with Rel 4.1.

No Resilient Licenses for users required.
ACD Licenses must exist on both Controllers.
A Hot Desk User license required for each ACD Agent
A Standard User License required for each desktop device (for hotdesk login)

When you create the Hotdesk user, you assign the Agent ID as the Hot Desk DN. The system will prompt you about converting standard ACD Agent ID to Hotdesk. Answer is Yes.

The Path number on the 2nd machine must be different than on the primary. This creates some interesting challenges with respect to routing the call in the failover state. There are some very good suggestions in this thread.
thread1329-1628196



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[Supernova99]

Using CCM you may have to upgrade licences for resiliency if you want to report on agent activity if and when the system is in failover. You will also need more ICC/PBX endpoints to cope with both queing gateways and agent gateways.
You can simply convert agent from traditional to hotdesk on CMM but you cannot have a mix of both.
If you keep the same login ID's then you should not have to do anything on the CCM all your history should still be reportable.
You should upgrade the CCM to min 5.7 sp1 or 5.8 and use the YSE sync tool once you have converted the agents to hotdesking.
Yes you will also need resilient ACD licences on the resilient controller but no other licences as both user and device licences now include a resilent licence as standard on enterprise systems.

As KWB has already stated you will need to setup path's on both trunk gateways with different numbers however as you will be using remote agent groups it might be easier to setup than with a pair of controllers where a lot of failover programming is required.

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