Configure ACD Path resiliency

The configuration tasks discussed in this topic are performed in the Customer Administrator Portal. To configure resilient ACD paths or RADs for a customer, log in to the Customer Administrator Portal using the Customer Admin account for that customer.

ACD Path resiliency

The fields specific to making an ACD Path resilient are available to you if you are either:

  • Logged in to the Service Provider Portal and you have performed a "login as" the Customer Admin.

  • A Customer Admin who has the Advanced ACD Paths feature in their Admin Bundle.

Create Trunks

You can program the SIP trunks on the Trunk controller using the normal procedure in the MiVoice Business System Administration Tool.

When that is complete:

  1. Create a Trunk Route Directory Number (also sometimes called a Phantom DN) that will be the Route point for a particular ACD Path. The Direct Inward Dial Service form is programmed, routing the the DID to this number.

  2. Use this Route Point DN when creating the resilient Paths.

Create ACD Paths

Follow the instructions (in the Customer Administrator Portal help) to program ACD Paths for a Customer using the Trunk Route Directory number generated when creating the ACD Path.

Specify either two different ACD Path DNs for the primary and secondary controllers (must not be local-only), or the same DN for both ACD Paths. They are then created as local only.

Management Portal creates the resilient path and sets up the programming to route the calls from the Trunk Route Point to the ACD Paths.

You can change the ACD Path, however, you cannot change the local-only field.

Changing the secondary controller

The Hunt Group Number should be set as 6000 in the secondary MiVoice Business to handle the change of non-resilient ACD path with VM to resilient ACD path.

  1. Complete the configuration of the Customer with only primary MiVoice Business controllers for the site. Before creating resilient ACD Paths, you first specify a resilient MiVoice Business.

  2. When the Path programming is complete:

    1. Edit the Site in the Edit Platform Group (in the Service Provider Portal) to add the resilient MiVoice Business.

    2. Edit the ACD Path and select Enable ACD Path Resiliency.

    3. Add the DN for the resilient Path and the optional Trunk Route Directory Number.

  3. Change the secondary controller for the site.

Management Portal removes all of the resilient ACD Paths from the old controller and programs all resilient ACD Paths for that site on the new secondary controller.