# ACD Scalability: General Configuration Details

An ACD solution supports:

- Longest Idle Agent call distribution

- Up to 999 paths on the trunking gateways

- A maximum of 2100 agent IDs programmed per controller or server-based MiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business platform. For all other controllers the maximum is 1181.

- A maximum active agents: refer to MiVoice Business Engineering Guidelines for configuration details.

- ACD agent hot desking

- Resiliency for ACD agent IP phones (refer to the Resiliency Guidelines 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 MiVoice Business switches.

- 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 MiVoice Business 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 Programming for ACD programming instructions. Refer to the Resiliency Guidelines for instructions on how to configure agent resiliency.

Related Topics

- What is Current Limitation?

- Why is it a Problem?

- What is the Solution?

- What are the Advantages?

- Sample Configurations