Call Center agents/Hotdesk

[fishhead64]

Looking for suggestions on how to set up phones for employees who log into a queue infrequently.
They've been set up as hotdesk phones/users, but in order to get calls to their DID, they have to log into their hotdesk, which logs them into the queue. This takes up a license for a bunch of employees that rarely if ever take a queue call.

Wondering what others do for these agents that "help out in the queue" once in a while.

Thanks!
Al Feinberg
MiCollab 9.6.0.105-01
Mitel Standard Linux 11.0.99
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01

 

[Billz66]

if they have to stay as ACD give them presence control for the skill group (buttons for group presence)

Regarding licensing - if they are ACD then they will consume an active agent license in MIVB when logged in

only way to avoid ACD/reporting license use is to give them a NON acd hotdesk extension for general use
- normal days - login to NON ACD - have DID directed to that
- when required they login as ACD hotdesk extension

if they are using physical devices they could have a multicall key of their NON ACD extension to handle their direct calls
(they should go on make busy if they answer a personal call to stop Queue calls delivering)




If I never did anything I'd never done before , I'd never do anything.....

 

[kwbMitel]

100% agree with Billz66 including his caveat