Adding an ACD phone to a ring group? 1

[MillTechNet]

Hi all,

Mitel 3300MXe, Mitel 5215 IP Phones

I've got some users who have their phones set as ACD devices since they log into them to join certain ACD queues.

I need to make four of them in a ring group as well on a different number, so if that number is dialled then all the phones in the ring group will ring. Now I discovered that you can't add the number of an ACD device to a ring group so I have created 4 new numbers 1108, 1121, 1122 and 1123 and attached them to one of the keys on each of these ACD phones. These are then in the ring group.

However, unless a user is logged into the phone this second line doesn't ring. I need it to ring at all times.

Any ideas?

 

[LoopyLou]

Put it on the base phone they log in on.


The beatings will continue until morale improves.

 

[MillTechNet]

Sorry, I don't know what you mean. These additional numbers are setup as single line keys on the phones they would normally log in on. The problem is, they aren't always logged in as they have reasons to only log in at certain times but I need this additional number on the ring group to ring at all times whether they are logged in or not.

 

[AlphaMann]

Sounds like you are using hotdesk logins. When the user logs in it changes the keys on the set. So add the new lines to the extension of the set before they login as well or just add the original DN of the sets to the ring group.

 

[MillTechNet]

No, they are simply ACD2 sets. You can't add the extension number of an ACD2 set to a ring group.

 

[Waldosworld]

you state you programmed 4 new numbers (1108,1121,1122 and 1123) and attached them to one of the keys on each set?
with 4 acd enabled sets you want to have one of the numbers assigned on each set
ie set 1 with key 2 x1108, set 2 with key 2 x1121, set 3 with key 2 x1122 and set 4 with key 2 x1123
Then those numbers in the ring group set to ring all.
Callers that dial the ring group pilot will ring all idle members of the ring group.
If all members are busy the call is queued unless an overflow is programmed.

 

[MillTechNet]

Yes, that is exactly how it is setup, however, this second line doesn't ring unless the user is logged into the ACD system. I was expecting it to ring whether they are logged in or not.

 

[LoopyLou]

Does the key disappear when they are not logged in because otherwise I don't know why it would stop ringing. A 5215 is a paper label therefore it would be easy not to be able to tell if the line disappears. If they were hotdesk ACD agents that woud explain the problem because as alphamann points out when those agents log in the keys on the phone change to match the ACD agent profile. When they log out the keys go to the basic phone the agent logs into.

The beatings will continue until morale improves.

 

[MillTechNet]

The key is attached to the phone itself as far as I can see. I have no idea how you would attach the keys to an ACD agent's login. I have never seen that in the software.

Now you see why I am mystified!

 

[LoopyLou]

You would need to use hotdesk ACD agents rather then traditional. Hotdesk ACD agent ID's work the same as hotdesk profiles do on normal deskphones. The advantage is that with the hotdesk ACD agents when they log in they bring all the keys setup in their profile ( typically Login/out, headset, makebusy stuff like that ). When they logout then the phone goes back to a default configuration and key appearances. The benefit of this method is that you don't have to define particular sets as ACD sets. An hotdesk ACD agent can login on any hotdesk capable phone.

So to your problem if the button is still there after logout i.e you push it and get dial tone, then I don't know why it would suddenly stop rining.

The beatings will continue until morale improves.

 

[MillTechNet]

Oh, I didn't know that was how the hotdesk ACD agent worked. I need to look into that as it may solve another question I am being asked about here. Thanks for that insight!