Confirmation about Mitel 3300 Resiliency workings

[Alchamist]

Hi guys,

We've had a single 3300ICP for some time now, and it has been working exactly as I wanted. Phones in the call centre are set up as ACD, and the extension and agent ID co-exist quite happily (i.e. you can call an agent either by extension number they are logged into or their ACD Agent id). All phones have their main line on, as well as a second line for internal work (so as not to interrupt ACD calls incoming).

This was all fine until the company decided to put a resilient controller in. Now I am being told that agents have to become ACD Hotdesk agents (in effect, if not name), and that logging into a phone will override the extension, effectively setting the extension number out of service (so to call an agent, you would have to use their agent ID). This also means that they will lose their second line, as well as removing the facility we have set up where a DDI maps directly to the Team Leader phone (24/7/365 operation, so could be one of about 10 logins), as there won't be a static extension to map the DDI to.

This all seems a little strange to me - can someone confirm that this is the case, and the only way that resiliency will work please?

 

[bobcheese]

Yes, for ACD resiliency agents must be ACD hotdesk users. Could you not just program up the old station number as a single line key appearance on a key on the hotdesk set? Same with the Team Leader's?

 

[Alchamist]

Thanks for the confirmation Bob - it just seemed a bit strange to me.

As for the line appearance - apparently not, no (or so I'm told). Best we could do is put a line key on the ACD profile for the Team Leaders, and put the DDI to that. The main problem is that the call centre staff are not assigned desks, so could be on any of them.

Seems that the more resilient you make a system, the more features you lose. Should have put an asterisk system in!

 

[bobcheese]

Yes but the keys stay with the user so it doesn't matter which set they log in from. If you assigned a DDI to a multicall and that multicall was present on all 10 supervisiors phones then whichever supervisor was logged in at the time would get the call.

 

[LoopyLou]

If you don't want to have agent resiliency you can continue as you currently are. If you want agents to be able to fail over, then you need the phone they are using to be resilient and you need to convert your agent ID's from normal to Hot Desk Agent ID's. The big issue when the agents don't always sit in the same spot is once the agent logs out they are unreachable either via the ID or any single line key appearances you choose to give them.

There may be no i in team but there are three f's in fudge off.

 

[Alchamist]

Thanks guys - I appreciate your help.

Not much point in making the system resilient if the agents aren't going to be .. Just seems a crazy system is all.

There are 10 kinds of people in the world - those that understand binary and those that don't

 

[bobcheese]

It makes sense when you think about it. It only becomes a problem when you are used to working one way and then that has to be changed. When I do new installs now with ACD I make them hotdesk agent from the start then if they ever want to go resilient then there is no change.

There is always a way.......