ACD, two systems one group?

[MagicDaveUK]

We have a two systems cluster that is using ACD, the customer wants an ACD Skill group that has members from both systems in the same group.

Can this be done?

If not is there a work around that would alternate calls to an agent on one system then an agent on the other and so on?

Many Thanks

 

[kwbMitel]

ACD Hotdesking would probably be the easiest solution

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What's most important is that you realise ... There is no spoon.

 

[MagicDaveUK]

But i can't put an ACD hot desk agent into a skill group on a different system.

 

[kwbMitel]

ACD on System A
ACD Hotdesk Agent on System A
ACD Agent logs in from anywhere in Cluster

**********************************************
What's most important is that you realise ... There is no spoon.

 

[619Tech]

Go a step further and make the skill group and the agents resilient, then they will be in both controllers.

 

[MagicDaveUK]

To bring this back up, what licenses would be used to create these people over on the other system.

Both of the systems have just enough licenses for both ADC users on each system. So if i create my super group by shifting users from one to the other i'll need to shift some back the other way so I don't go over any limits.

So with an ACD hot desk, the license is on the system that the user was created on and not the one it's logging into.

 

[Billz66]

They are saying this

Site A has ACD
Create a hotdeks agent at site A

Loge them in to a phone at SIte B

Agent is programmed in site A so can be in the skill group


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