ACD Resiliency Workshop (MEAS-MCP)

MITEL

ACD Resiliency

MEAS-MCP Workshop

Issue 2 – 31st January 2012

NOTICE

The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Corporation (MITEL). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes

Inter-Tel® is a registered trademark of Inter-Tel (Delaware), Incorporated. Mitel® is a registered trademark of Mitel Networks Corporation.

All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved.

© 2008 Mitel Networks Corporation

Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copy righted component of this work in other works must be obtained from Mitel Networks Corporation.

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 instructor‟s presentation or action distracting from another student‟s ability to participate in the class. If, at the instructor‟s 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 student‟s 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 student‟s 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 student‟s 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 slide 4 Mitel | Confidential

slide 4Mitel | 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 don‟t 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. Refer to the table below for Agent 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.

Ensure you enable Real Time Events in ACD Agent Skill Group form. Refer to the table below for Agent 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. Ensure you enable Real Time 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. Ensure you enable Real Time 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.

ACD Resiliency Workshop (MEAS-MCP)

Documents

Transcript of ACD Resiliency Workshop (MEAS-MCP)