Configure Micollab client to be ACD agent

[ppaacciiffiicchhyyddrroo]

Hi all

Just wonder if you can help, I have been assigned task to configure our Micollab client to become ACD agent

1. first about license, with the extension (UC endpoint device type) that is using Micollab, the ACD Enabled option is grey out. This option is only available if I set device type to use IP Devices license. How can I enable this option with UC endpoint type or I need a special license for this

2. Any steps of how to configure the extension to become ACD agent, mainly the ability from Micollab client to log in/log off from the agent group/queue, button to make it busy

3. Have you used the Ignite software and if it is benefit to use this in parallel with Micollab client?

thanks for reading and hope someone can shed the light

 

[jpruder]

Traditional or hot desk agent? I have setup minet softphone for hot desk login, haven't done the sip endpoint. Think Micollab and ignite will work well. Ignite for the acd functions and Micollab for login control

 

[ppaacciiffiicchhyyddrroo]

Thanks for your respond

I believe for now is traditional only but can I check with you that the hot desk agent is different setup?

Can you please let me know a bit more detail of what steps you use to configure?

My vendor recommend to use 5020 5220 device type?

 

[jpruder]

Current and future would be hot desk. Mitel is working toward all users being hot desk and it is best to make them such IMHO

 

[ppaacciiffiicchhyyddrroo]

Thanks Jpruder

In this instance I would like to trial that as well

Do you mind sharing steps that you configure the hotdesk agent?

sorry not an expertise from mitel

 

[jpruder]

You cannot have both traditional and hotdesk running at the same time from what I recall

 

[Billz66]

You can have traditional and Hotdesk running at the same time .
The problem is if you are using MiCC with clients that have phone control.

The clients will only work with one type at a time.
so if the MiCC is flagged for hot-desk , then a Micc client can only login out make busy ..... on a hot-desk user.

if there is no Micc then everything works

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

 

[ppaacciiffiicchhyyddrroo]

Thanks all for your respond. Below are the steps I believe I will try to configure hotdesk soft phone:

1. Configure extension with Device Type of IP 5020 or 5220 (will use Minet protocol which is required for ACD). Currently it have been setup as UC Endpoint for normal soft phone only

2. tick with ACD agent option in this extension

3. Configure class of service, class of restriction

4. Configure Keys if need

5. Now the Mitel Micollab will have a button call ACD agent where you can set status and log in/log out of queue

6. Have not seen Ignite so cannot comment the function of the software

If anyone can verify the settings that would be perfect

thanks

hung nguyen