Article ID: 52141 - Last Review: July 11, 2014
NOTE: We will provide best effort support to troubleshoot issues which arise for users who are homed to an SBA or SBS, however Mitel reserves the right to request these users be moved to the home server or pool as a course of troubleshooting to eliminate the SBA or SBS as the specific cause of an issue. It may be required that these users remain homed to the home server or pool until a time in which a software fix can be provided in the event that one is required. For all SBA and SBS issues, please refer to your specific vendor or appropriate Microsoft Lync documentation.
APPLIES TO
CC4Lync 5.10.4.0 and newer.
STATEMENT OF SUPPORT FOR SURVIVABLE BRANCH APPLIANCES AND SURVIVABLE BRANCH SERVERS
In an effort to provide solutions that not only meet but exceed our customer expectation we have added support for specific models of Survivable Branch Appliances (SBA) and for the Microsoft Lync Survivable Branch Server role. This allows customers who have deployed Microsoft Lync with a branch site topology to allow users to be homed to an SBA or SBS and leveraging ACD functionality on a home server or pool. In a typical branch site topology the majority of users are configured to home to a Standard Edition server or Enterprise Edition pool located at a central site, with a small subset of users at a remote location configured to home to the SBA or SBS. For additional details on SBA and SBS deployment models, please refer to the following Microsoft Technet article http://technet.microsoft.com/en-us/library/gg398234.aspxSUPPORTED FUNCTIONALITY
MiContact Center for Microsoft Lync as of 5.10.4 supports Microsoft Lync users, who are ACD agents, to be configured to home to the SBA or SBS. All conferencing and ACD functionality continues to operate against the home server or pool. The branch site must operate as an extension of the existing corporate network and provide full access between ACD agent desktops and the MiContact Center Enterprise Server. ACD agents in the branch site must be a member of the same domain forest as the MiContact Center Enterprise Server.
UNSUPPORTED FUNCTIONALITY
MiContact Center for Micorosft Lync version 5.10.4 does not support the following
- Addition of an SBA or SBS as a media server in YourSite Explorer for the purposes of provisioning ACD queues and ACD agents, and monitoring calls received on the gateway portion of the SBA or by a gateway paired to the SBS.
- Any ACD routing performed using the SBA or SBS including, but not limited to, ACD call queuing, music on hold, in queue announcements, and interflow and overflow.
- Call Admission Control, or other bandwidth limiting software, features, or functionality between the branch site and the home server or pool.
IMPORTANT APPLICATION NOTES
- If the branch site SBA or SBS with a paired gateway receives calls destined for ACD queues from the PSTN (by any means including SIP and PRI), these calls must be forwarded over the WAN to the home server or pool for queuing. This presents a hairpin of media streaming when these calls are handled by agents at the branch site and could cause adverse affects on the WAN connection. For this reason it is highly recommended that calls destined for ACD queues are not processed by gateways located in the branch site.
- Due to the limitation of Microsoft Lync in that all conferencing functionality is not available on the SBA or SBS in the event of a WAN failure, or failure in which the home server or pool is unavailable, all ACD functionality for users homed to the SBA or SBS is lost. This functionality remains unavailable until the connection to the home server or pool is re-established.
- Your Microsoft Lync global conferencing policy must allow the invitation of users to conferences that are homed to other pools. This ensures ACD agents who have users homed to the SBA or SBS can handle ACD calls appropriately from the home server or pool.
SUPPORTED SURVIVABLE BRANCH APPLIANCES
Currently MiContact Center for Microsoft Lync supports only the Audiocodes Mediant 1000B with the HDMX for ONS3 module.
APPLIES TO
CC4Lync 5.10.4.0 and newer.