A fully resilient ACD configuration typically consists of one or more Queuing Gateways, a Primary ACD Agent Controller and a Secondary ACD Agent Controller. The ACD Paths are configured on the Queuing Gateways to direct calls to the resilient ACD Agent Skill Groups that have been configured on both the Primary and Secondary ACD Agent Controllers. Although ACD Paths are not resilient, a level of ACD Path resiliency can be achieved by programming two ACD Paths with the same configuration information on separate Queuing Gateway Controllers. The two identical ACD Paths would have unique DNs within the cluster. ACD Agents and ACD Agent Skill Groups are both resilient. During normal operation, the Queuing Gateways direct the ACD calls to the Primary ACD Agent Controller. If the Primary ACD Agent Controller fails, the calls are redirected to the Secondary ACD Agent Controller. The resilient ACD Agents and the resilient ACD Agent Skill Groups fail over to the Secondary ACD Agent Controller and are able to process the incoming calls.
NOTES
In addition to making the ACD Agent Skill Group resilient, both the IP device and the Hot Desk ACD agent must be configured as resilient.
In addition to making the ACD Agent Skill Group resilient, both the IP device and the Hot Desk ACD agent must be configured as resilient.
In the following ACD resiliency example, a call enters the ACD network in North America.
All agents in the Primary Group are busy, so the call overflows to the first Overflow Group.
If all agents in the first Overflow Group are busy, the call will overflow to the second Overflow Group, or even the third, if all agents are busy in the second.