Desk Sharing

[Stewaro1]

My compnay has a large Call Center (approx 3000 agents). Space is limited and there are numerous programmers, contractors, and other depts. About to start desk sharing. TOse who desk share want to have their own extension. Logging in and out of the phone is not acceptabel becuase of liimited DID's and we clean up PBX quaterly to recyle numebr with not active err codes. Also, employee movement is so static that logging in and out of a phone is not acceptable.

Working on setting up exetnsions as ACD ID's so that sure desk sharing woudl have to log-in and out with ACD. Assigned a dummy skill with AAS/n. HOwever, I do I get the call to the ACD to roll into VM if the agent does not answer or is on a call?

This may not be the optimal solution to having folks desk share with different extensions. Anyone have another or best solution other than ACD ID's to allow folks to desk share same phone not in a Call Center role?

Stewaro1

 

[kyle555]

TDM or IP? Personal Station Access is the feature to log in your extension - maybe you could elaborate on why dialing a feature code+your extn+your station's password is unacceptable - it isn't the worst thing in the world!

Or, depending on sw release, you could give them softphones and they could enter whatever base extension is at the desk they're sitting at. If they're remote working a lot, they may already have softphones they use as pure voip from home.

 

[sekitori]

Also, there are phones with an USB connector through which you can upload your personal number and settings using USB key.
Not sure what model, though...

sekitori

 

[montyzummer]

So you can have the login id have VM just configure a VM box for the login id , assign a cover path for the agent to VM and in change sys features page 11 change the MWI indicator to LOGIN Id , this is a global setting so Be very careful with this.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Stewaro1]

Thanks All.
The phones are IP. The reason for NOT using exetnsion log in and out is that we quarterly clean up stations not active in PBX. Large banking enterprise with multiple sites. Need the DID's to recycle and people moving in and out is not well documented back to telephony. So with the desk sharing we need to know which are true desk sharing as we might remove their stations if they have not been at the desk for some time. No X-One solution on large scale right now.

So with ACD ID set-up of a DID we can quickly distinquish/segregate which #'s are for desk sharing. With that said the coverage path in ACD ID is set. It only rolls to VM if the agent is NOT logged in. When logged in it is queing to a skill/hunt I set as dummy with the AAS flag set to 'No'. But the call will not roll even if agent is in 'aux-work' mode.

Any suggestions appreciated.

 

[kyle555]

What's wrong with PSA? If all your users have mailboxes and you can report on how many messages they receive and how often they login, it might be a perfectly viable solution for people to use the phone and for you to find out when they haven't for a long period.

 

[Stewaro1]

I am not using PSA, but took a look and it would require my system to change dial plan since most feature codes #'s are being used with 1 digit input. Currently do not have on eset for PSA activate nad deactivate. The easiest way forward would be to get ACD ID with DID to roll to VM when the agetn is logged in. Been trying to tweek coverage path set on ACD with no luck.

The task is adding voicemail boxes to desk sharing agents/employees DID's. When I tried doing this through their ACD ID form and added a coverage path, they are able to get voicemail only when not logged in or all the coverage path flags are set to ALL. Is there a way to do this using just their login extension and a coverage path? Please let me know if any of you have been able to do this using the agent Login-ID and a voicemail box attached to that. BTW: We use a CM 5.2 and MM.

Thanks in advance for your help,

 

[kyle555]

As far as licensing is concerned, I don't think it is effective to use agent IDs for this purpose. Do a "disp sys cus" and see how many agent login IDs you have under Call Center.

I'm not certain, but I'm guessing you have to pick "all" in the coverage path because agent IDs don't work quite the same as normal stations.

Also, I don't think call forwarding works with agentIDs, and you might be putting yourself into a corner by not supporting it. I still think PSA is what you should be doing.