Adding softphone to existing deskphone agent.

[uvcav1]

Hi all, I have a template created in Micollab for hot desking deskphone agents for one of our call centers. The agents were created without "Enable SIP Softphone for MiCollab for PC client" checked. Well, now they want to use the softphones. I was hoping to merely click the enable softphone box on the agent set in Micollab, however, it is grayed out. Is there a way to add a softphone to an existing cc agent in this posture without deleting and rebuilding with the softphone enabled? I appreciate any help, thanks

 

[Hemonious]

Can it be done, yes. Can it be done easily, no.

You have to run a script at /usr/mas/bin/migrateusers.py after you've built a csv file defining the users that need to switch to ACD SIP Softphone. There is a guide you should be able to get from your vendor, "MiCollab ACD SIP Softphone Agent Integration Guide". I did this back in 2020 and it was a pita.

 

[Valamagules]

Create a new template/Role with ACD PC softphone enabled (new Role)
FTP to MiCollab
Locate the user template from Dir: /usr/mas/bin
Fill in Agent Name, and Agent ID, new Role
Load template to Dir: /tmp
SSH to MiCollab (Putty)
CD to /tmp
Run the Script " /usr/mas/bin/migrateusers.py "
It will say Success or Failure
If Fail, check the reason in the file as per output logs

good luck

 

[uvcav1]

Great info! Thank you both.