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Contact centers often provide the primary customer-to-company interface. From a customer satisfaction and revenue perspective, downtime costs money. In other words, lost calls mean lost customers. Resiliency ensures your contact center is always available.
Contact centers that operate 24/7 cannot be taken offline. Resiliency enables sites to upgrade or service their phone systems while agents continue to take calls.
The Solution
ACD Resiliency provides contact centers with an immediate response to outages and allows IP phones to remain in service in the event their Mitel 3300 ICP controller fails.
In the event of a controller/network failure IP phones automatically re-register with a secondary Mitel 3300 ICP controller, which then continues to receive calls. Resiliency also means voice communications in progress are not disrupted during network/component failure.
Resiliency gives your network the ability to maintain calls in progress, handle new incoming and outgoing calls, and continue to provide voice mail service in the event of Mitel 3300 ICP failure or a network-level failure. Resiliency is achieved through setting up a network of Mitel 3300 ICPs in a resilient cluster, which is a specially configured network of Mitel 3300 ICPs that can direct IP phones and route and maintain calls. The transfer of phone service between primary and secondary ICPs as well as the maintenance of calls in progress ensures that most system failures are not noticed by desktop users.
Resiliency is a network configuration that ensures high reliability or availability of a communications system. The network configuration provides ACD agent resiliency: an immediate response to outages and allows IP phones to remain in service in the event their 3300 ICP controller fails.
Contact center benefits
Mitel ACD Resiliency supports the resiliency, scalability, and virtual contact center models of the Mitel telephone platforms. It is an add-on option to Contact Center Enterprise Edition or Mitel Call Accounting. ACD Resiliency provides seamless reporting and failover functionality in the event of a network/controller outage.
In the event of a controller/network failure IP phones automatically switch over to/re-register with a secondary 3300 ICP controller so agents continue to receive calls. Resiliency also means in-progress voice communications are not disrupted during network/component failure.
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