Creating ACD Queues in Multiple Locations

[ESIINC]

We are an organization that has two office locations, one based in the US and one in Asia. Presently we two Mitel 300 Controllers both that use different extension numbers for end users.

We have an ACD Group that is built in our Asia Mitel 3300 Controller, but the need has now come up to also add few of our US users as part of the ACD Group. Again, because both locations use different extension numbers, what would be the easiest was to accomplish this project?

Is there a way to build an ACD Group in the US and tie it with the ACD Group already built in our Asia Mitel 3300 Controller?

Thanks.

 

[LoopyLou]

With Network ACD you can have agents on one 3300 and add them as a remote agent group in a path on another 3300.

 

[Mitelmatt]

You can achieve what you want if the two systems are Clustered together?

Have you networking between the two systems and are they clustered?

If so you can create a "virtual Contact centre" where the agent ID's for all agents, regardless of location, are prgrammed on the Asia controller as ACD Hot Desk Agents.

Then the phones contected to the America controller need to have ACD enabled in Multiline IP set assignment. You log in with an ACD Hot Desk agent ID from Asia controller and the phone in effect "re-homes" to the asia controller. This way all agents can be in the same group

Like i said the systems need to be clustered first

Hope that gives you some idea