Agent as EHDU

[danramirez]

Hi Guys, will it be possible to have an ACD agent that answers calls on his cell phone?

I am thinking that an External Hotdesk User could login as an agent from his cell phone/home telephone. Please confirm.

Thanks a lot, regards,

Daniel

http://www.hatkana.com

http://www.wtelecom.com

 

[DoubleUT]

Deending on the SW version. EHDA is part of the functions/features.

 

[danramirez]

Mcd 6.0 Sp2

http://www.hatkana.com

http://www.wtelecom.com

 

[Waldosworld]

yes, external hotdesk agent using an ehdu license.

 

[kwbMitel]

As of release 5.0

A new type of ACD Agent, External Hot Desk Agent, allows external devices to receive ACD
calls.
An External Hot Desk Agent (EHDA) is an External Hot Desk User (EHDU) that is also a
member of an ACD group. In a typical work-at-home scenario, the user answers the ACD calls
on a single-line residential phone and has a MiTAI-based call center application that provides
“screen pops” containing caller information and client account data. Other supported devices
and configurations include:
• IP or digital phone behind a 3rd-party PBX
• SIP phone connected through a service provider to the MCD via SIP trunk
• SIP phone behind an MCD networked to another MCD that is hosting the EHDA directory
number. (If the EHDA directory number and SIP phone are on same switch, you must use
loopback trunk routing (IP or PRI) to reach the agent.)
• analog phones behind a 3300 networked as described above for SIP phones
o Also requires loopback trunk routing for co-location scenario
• cell phone
o provides limited capability since a cell phone cannot be accompanied by a call
center application
To log into the MCD, the EHDA will usually use the MiTAI-based application and its agent
number and PIN. The EHDA can also log in using the Hot Desking Access Number and get
authenticated by the Call Recognition Service feature. Other ACD-related functions, such as
Make Busy and Group Presence status changes, would be invoked from the MiTAI application,
although any ACD function that has a FAC—for example, Make Busy Setup and Cancel—can
be dialed from the phone.
As with any ACD agent, once logged in and available, the EHDA can begin to receive ACD
calls. When the call is over, the EHDA can get a work timer to make them temporarily
unavailable for further ACD calls. During an ACD call, the EHDA can also invoke features by
dialing DTMF-based mid-call feature access codes.
While logged in, the EHDA can make or receive personal calls (i.e., calls that do not involve the
MCD). For the duration of the call, the 3300 continues to offer ACD calls at intervals determined
by External Hot Desk - Reseize Timer in the EHDA's Class of Service. (You must enable COS
option "Public Network via DPNSS" for the COS of the ACD Path).
With the exceptions noted in below, an EHDA behaves the same as a Hot Desk ACD Agent with
respect to ACD calls and the same as an EHDU with respect to non-ACD calls.

Conditions and Feature Interactions
• An EHDA cannot be a member of a Ring Group, Personal Ring Group or Hunt Group.
• An EHDA must be a single-line device.
EHDAs support resiliency when both the primary and secondary controllers are running
MCD Release 5.0 or later.
• Feature use from an EHDA device is by feature access code only since there is no support
for programmable feature keys on external devices. For a list of supported features, see
Feature Access Code Support and Using Mid-Call Features. ACD agent features without an
associated feature access code, such as Work Timer, can be accessed through a MiTAIbased
ACD application co-located with the EHDA.
• An EHDA is allowed in an ACD 2000 Agent Skill group and an ACD Express group (but not
both).
• ACD Supervisor functionality is not supported on external devices.
• Each EHDA consumes a User License and an EHDU license plus an ACD license when it is
logged in as an ACD Agent.
• The “Hot Desk External User: Permanent Login” Class of Service setting is ignored for
EHDAs.

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