ACD Resiliency Benefits
Read on to find out about the benefits of ACD Resiliency: ¨        Calls in queue are not lost ¨        Maintain calls in progress ¨        Callers are unaware of the outage/system event ¨        Handle new incoming and outgoing calls ¨        Minimize single points of failure ¨        Agent and queue control ¨        Monitors notify which agents in failover mode ¨        Seamless historical reporting
FEATURE	DESCRIPTION	BENEFIT
Calls in queue are not lost	In the event of an outage impacting a primary agent controller calls in queue are immediately directed to the failover controller.	Calls in queue are not affected by an outage of a primary agent controller.
Maintain calls in progress	In the event of an outage, agents and customers remain on the line until they conclude their conversations. Only after a call ends does an agent’s phone automatically re-register with the failover controller.	Agents on calls are not interrupted if there is a network or controller outage.
Callers are unaware of the outage/system event	Only after an agent hangs up does the agent’s phone re-register with the failover controller.	Failover occurs seamlessly. Customers do not experience any delay in service or interruption while on calls with agents.
Handle new incoming and outgoing calls	Agents do not have to log back in. Upon failover and fail-back, controllers maintain the agent states.	Agent states are retained through failover and fail-back; this means idle agents are ready to handle calls.
Minimize single points of failure	The Mitel 3300 ICP resiliency solution is highly distributed, spreading trunk density and agents across several nodes.	A high level of agent resiliency ensures there is no single point of failure — reliability down to the desktop.
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FEATURE	DESCRIPTION	BENEFIT
Agent and queue control	Interactive Contact Center support maintained on resilient telephone systems	Real-time monitoring and Interactive Contact Center agent and queue control are not affected by an agent controller outage.
Monitors notify which agents in failover mode	Real-time monitors indicate which agents have re-registered. Failover alarms are customizable.	Supervisors can quickly identify agents as soon as their phones re-register with the failover controller.
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FEATURE	DESCRIPTION	BENEFIT
Seamless historical reporting	Customer Interaction Solutions applications provide seamless historical reporting and real-time monitoring through a network or controller outage. The date and time of the primary controller is maintained to ensure reports are accurate.	Reports convey agent performance without breaking up the shift.
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