Simple Contact Center System

In simple contact center implementations 1 – 200 agents receive calls, e-mails, and other messages in 1–10 queues.

System requirements are slightly different if the contact center works 24/7, or only in certain shifts.

A redundant setup requires two application servers on which the virtual units are distributed so that primary units are on one, and backup units are on the other one, and a database server that is a redundant cluster. An example of virtual unit plan is shown in the figure below.