Resilient ACD

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(optional) Program a secondary trunk controller.
Route the trunk to the Trunk Route Directory Number on the path controllers. Note: You must first determine this number from the customer.
Program the following on the primary path controller manually:
- Set the general mailbox if voicemail is used in the path. See more information and an example here: General mailbox
- Configure the necessary zones for the needed time zones for the customer.

In the ACD Path page, program the following settings:

Directory number of the ACD queue.
Zone ID for the time zone needed for the path.
Voicemail mailbox number that represents the general mailbox if voicemail is used in the path.

Note: The voicemail mailbox is automatically managed by Management Portal in the non-resilient case.

General mailbox

The MiVoice Business platform does not natively support resilient ACD paths. The calling number which lands on a path is not consistent when the call lands on the Secondary compared with the Primary Path Controller.
To work around the issue, a named tag hunt group is used to provide a consistent calling number to land on a single mailbox independent if the call came through the Primary or Secondary Path Controller.

Example programming:

Create a mailbox in EMEM with mailbox number 4000 on both the Primary and Secondary Path Controller
Create a resilient Name Tag Hunt Group = 3000
Set the Name Tag= 4000
Create a member 3001 (MWI for the mailbox will be assigned to the first member of the group)
Use hunt group 3000 as the answer point in the ACD path for mailbox 4000.
Set MWI keys to monitor extension 3001 for the MWI for mailbox 4000.