Agent sizing adds an overriding capacity limit to the number of logged-in ACD agents. You can use agent sizing to limit the number of logged-in ACD agents to a number less than or equal to the maximum supported by the system configuration.

The logged-in ACD agent limit applies to ACD agents in non Expert Agent Selection (EAS) ACD splits or in EAS skills. Auto-Available Split/Skill (AAS) agent ports are counted when first assigned, while the non-AAS agents are counted when the agents actually log in. Each logged-in agent is counted as a single agent independent of the number of splits or skills logged in to for the logged-in ACD agents limit. AAS and non-AAS agents are counted towards the limit whether the agents are Basic Call Management System (BCMS)/Call Management System measured or not.

Administrators must consider EC500–mapped mobile agents while deciding about agent sizing. Mobile agents might take calls beyond specific work hours since they are mobile and off-premise. In this case, the on-premise users cannot login to the station extension being used by mobile agents. Sharing of station extensions between multiple agents would lead to situations where the same ACD call simultaneously rings the cellular phones of multiple agents. Therefore, a station extension cannot be shared between multiple agents and additional station extension licenses are required.

Avaya personnel administer the agent sizing license limit. The Logged-In ACD Agents and the Logged-In Advocate Agents fields on the System-Parameters Customer-Options screen are set by the loaded license file. The maximum number of logged-in ACD and Business Advocate agents is set to match the configuration that you purchase.

For more information, see the Using Avaya Business Advocate document.