ACD Resiliency Workshop (MEAS-MCP)

MITEL
ACD Resiliency
MEAS-MCP Workshop

Issue 2 31
st
January 2012

NOTICE
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MEAS-MCP Workshop

i
Student Code of Conduct
Mitel makes every effort possible to provide a safe, clean and professional environment for
students attending training classes. It has become necessary, for the benefit of all students, to
define what is expected from those attending classes at Mitel. Please observe the following
guidelines.
Punctuality
Unless otherwise specified, all classes begin at 9:00 a.m. Students are required to return from
breaks and lunch promptly, as the instructor specifies. Instructors will begin lectures promptly at
the scheduled times.
Appropriate Behaviour
Students are expected to participate in class as professionals. Disruptive behaviour will not be
tolerated.
Disruptive behavior is any action interfering with the instructors presentation or action
distracting from another students ability to participate in the class. If, at the instructors
discretion, a student is being disruptive, the following steps will be taken:
1st Occurrence: Verbal warning. The student will be advised that his or her behavior is
disruptive.
2nd Occurrence: Verbal warning. The student and the students manager or supervisor will
be informed that this is the final warning.
3rd and Final Occurrence: The student will be dismissed from the remainder of class and
the students manager or supervisor will be informed that the student has been released
from class. The only option available to the student is to take the course exam at a
proctored testing centre, at the students expense, or retake the course, in its entirety, at full
tuition. No refund will be issued.
Training Equipment
Mitel has made every effort to provide a state-of-the-art training facility and training
equipment. Every effort has been made to provide the technology and equipment necessary to
provide students with a real-world environment. All training systems and equipment (including
PCs and the PC Network) are provided as tools to enhance the training experience. Equipment
is only to be accessed and utilized for the completion of class lab exercises as the instructor
indicates. Unauthorized exploring of, or experimenting with the training equipment will be
considered disruptive behaviour and will not be tolerated.
Leaving Class Prior to the Final Certification Exam
Occasionally, a student may have a bona fide reason to leave class early due to a family
emergency, death in the family, etc. If a student must leave class prior to the administration of a
final written exam for any reason, the only option available to the student is to complete the final
written exam at a proctored testing centre. Testing fees from the testing centre are the
responsibility of the student and/or company requesting the test.
ACD Resiliency

ii

ACD Resiliency
Objectives
When you finish this module, you will be able to:
Explain what ACD resiliency is and state the levels of resiliency
Prepare MCD systems in to a cluster in preparation for ACD Resiliency
Program ACD resiliency (MCD 5 systems
Test ACD resiliency
01
ACD Resiliency Workshop
01 - 4 ACD Resiliency Workshop (MEAS-MCP).doc
ACD Resiliency
01 - 5
Introduction
What is ACD Resiliency?
ACD Resiliency provides contact centres with an immediate response to outages and allows IP
phones to remain in service in the event their 3300 ICP controller fails.
In the event of a controller/network failure IP phones automatically re-register with a secondary
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 3300 ICP failure or a
network-level failure. Resiliency is achieved through setting up a network of 3300 ICPs in a
resilient cluster, which is a specially configured network of 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.
Levels of resiliency
Configurations are classed based on the level of resiliency achieved:
Basic ACD Resiliency
Advanced ACD Resiliency
Full ACD ResiliencyReference Material
Refer to the ACD Resiliency Manual for a detailed description of each level.

Reference
The following documents are available from Mitel On Line (MOL)
3300icp_mcd5.0_res.pdf
3300ICP_Resiliency_MCD4.1.pdf
ACD_Resiliency_StartHereGuide.pdf
3300 ICP Engineering Guidelines
Voice Clustering (Portable Directory Number)
Workshop Layout
Diagram showing classroom layout to be programmed by students
slide 4 Mitel | Confidential

Room Layout
User Gateway
Phones, Agents &
Agent Groups
User Gateway
Phones, Agents &
Agent Groups
Trunking Gateway
Incoming Lines
Path/Queue
Trunking Gateway
Incoming Lines
Path/Queue
System 3 System 4
System 2 System 1
PRI
50%
PRI
50%
IP Trunks
PSTN

System 1 & 2 will be user gateways, system 1 will act as the Home system with 2 as the
Resilient controller. System 3 & 4 will be trunking gateways.
ACD Resiliency
01 - 7
Create a Cluster (4 systems) using Direct IP Routes
The first thing that must be done to enable resilient ACD is to create a cluster.

Note
This procedure is for clustering on MCD 5.0 and above, for MCD 4.2 and
below refer to the MCD online help
Clustering must be on a new install (no database)
Program Direct IP Routes (Direct IP Trunks)
Step Actions
1
Rebuild MCD Systems with latest MCD software (minimum MCD 5.0) keep licenses
but no database. (This may have already been prepared for this workshop).
2 On each system - configure DHCP Server.
3
Follow the MCD online help to program Direct IP Trunks.
Search for: IP Networking Programming.
When programming ARS and Cluster suggest using the following;
PBX No/CEID Element ID x
ARS/CEID Digits - 888x + 4 digits
Remember that you do not to add the local system to ARS Digits Dialled.
4
Configure Cluster Elements.
Create Cluster Name: Cluster
Add ALL Systems complete with CEID (PBX No), CEID digits.
5
Network Elements
On one system only - Start Sharing
On all other systems - Do nothing
Create Cluster
Step Actions
1
Configure Cluster Elements.
Create Cluster Name: Cluster
Add ALL Systems complete with CEID (PBX No), CEID digits (888x).
Start Sharing
Step Actions
1
Network Elements
On one system only - Start Sharing
On all other systems - Do nothing

Basic MCD Programming
Set up Class of Service
Step Task Expected Result/Observation
1 Ensure Class of Service form is shared across the
cluster.

2 Program Classes of Service as follows
COS 1 ....... Default
COS 2 ....... Phones
COS 8 ....... Agents
COS 9 ....... Supervisors
COS 96 ..... PRI Trunks

Set up PRI on the Trunking Gateways (Systems 3 & 4)
1 Set up PRI lines on System 3 & 4.
Use Class of Service 96 for PRI
lines.

System Options and SMDR Options
1 Ensure System Options and SMDR Options forms
are shared across the network.

2 Set up System Options and SMDR Options as
required.
e.g. set registration codes and SMDR to ensure
call logging takes place.

Set up Feature Access Codes
1 Ensure the Feature Access Codes form is shared
across the network.

2 Upload the .CSV file that has been provided by the
instructor to one of the controllers and ensure it is
shared to the other controllers.
.CSV provided on USB

ACD Resiliency
01 - 9
Program resilient phones/devices

1 Program 4 phones/devices on System 1 and make
them resilient to System 2 (2401-2404).
o IP Device Only
o No Voicemail
o Ensure you give then names

2 Program 4 phones/devices on System 2 and make
them resilient to System 1 (2405-2408).
o IP Device Only
o No Voicemail
o Ensure you give then names

3 Program 1 phone/device on System 3 (2409).
o User & Device
To be used for testing.

4 Program 1 phone/device on System 4 (2410).
o User & Device
To be used for testing.

Program resilient Agents & Agent Groups
Program Resilient Agents
1 Program 2 Traditional ACD Agents on System 1
(2100, 2101). No Voicemail.
Normally you would create Hot
Desk Agents but in the workshop
we want to ensure you understand
how to convert from Traditional to
Hot Desk Agents.

Refer to the table below for Agent
IDs/HotDesk Numbers and names.

2 Convert these 2 Traditional Agents to Hot Desk
Agents and make them resilient to System 2
If you dont know how to do this
refer to the ACD Training manual
on the USB or the online help.

3 Program 2 Hot Desk Agents on System 2 (2102,
2103) and make them resilient to System 1 No
Voicemail.

Agent ID/Hotdesk Number Home Element Resilient Element Name
2100 System 1 System 2 Carol Smith
2101 System 1 System 2 Sherry Jones
2102 System 2 System 1 Jeff Lewis
2103 System 2 System 1 Brian Moore

ACD Resiliency
01 - 11
Program Resilient Agent Skill Groups
1 On System 1 program an Agent Group and make
it resilient to System 2 and add local agents to the
Agent Skill Group.
o 1101 - English Group1
(add Agents 2100 & 2101)
Add names for the Agent Skill Group in the
Telephone Directory.
Ensure you enable Real Time
Events in ACD Agent Skill Group
form.

Skill Group members and names.

2 On System 2 program an Agent Group and make
it resilient to System 1 and add local agents to the
Agent Skill Groups.
o 1201 - English Group1
(add Agents 2102 & 2103)
Add names for the Agent Skill Group in the
Telephone Directory.
Events in ACD Agent Skill Group
form.

Skill Group members and names.

ACD Agent Skill Group English Group1 English Group2
ACD Agent Skill Group Number 1101 1201
ACD Agent Skill Group Reporting Number 111 121
Home Element System 1 System 2
Resilient Element System 2 System 1
Group Members 2100
2101
2102
2103

Check
1 Check Remote Directory to ensure all phones,
agents and agent groups appear correctly with
resilient controller.

Program ACD Paths
Programming for System 4
1 Program Path/Queue on System 4 as shown in
the table below.
Add names in Telephone Directory.
Assign Agent Skill Groups to Paths as shown in
the table above.
Refer to the table below for Path
configuration and names.

Events in ACD Path form.

ACD Path English Path
Path Directory Number 5000
Path Reporting Number 500
Primary Agent Skill Group 1101
Overflow Agent Skill Group 1201

Programming for System 3
Program Path/Queue on system 3, numbers must be unique so could use 5001 for
example but have the same Reporting Number (for CIS) and same Agent Skill Groups,
add names in Telephone Directory.
1 Program Path/Queue on System 3 as shown in
the table below.
Add names in Telephone Directory.
Assign Agent Skill Groups to Paths as shown in
the table below.
Refer to the table below for Path
configuration and names.

Events in ACD Path form.

ACD Path English Path
Path Directory Number 5001
Path Reporting Number
(same as other system reporting numbers)
500
Primary Agent Skill Group 1101
Overflow Agent Skill Group 1201
ACD Resiliency
01 - 13
Discussion - Issue:
Internal Voicemail RADs are not resilient.
Resolution:
Need to duplicate RADs on resilient system and ensure that the messages are
consistent across the Paths.
Testing
Test and verify that resiliency works for various MCD system failures.
Resiliency: MCD 5
Paths/Queues can now be resilient on MCD 5 and above so there is no need for Trunking
Gateways any more.
If time permits create a resilient queue on System 1 & 2.

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