EC500 and ACD Agent Issues

[Blight]

Ok, so I have setup EC500 in co-operation with off-pbx-telephone feature-name-extension.

I have it working to the point where the agent can call in and login to their desk phone... However the calls aren't being routed to the cell phone they logged in from. Any ideas why?

So Far maped the cell phone # to their Desk phone
set the idle-line apperance to the DID # they call into

what do I need to do so that the calls are routed the the cell phones of the logged in agents instead of the desk phone?

 

[offdahook]

does it have anything to do with the fact that the set in question is assuming the identity of the login id when logged in?...

 

[Blight]

yes, the process is being setup so that 2 cell phones can be shared between agents for after hours call center... The goal is to have them login to their ACD Agent ID via the cell phone and it queue's them to skill 340. The idea is that when they login they can take the calls from their cell phone after hours.

 

[Blight]

basically this is what I need to happen... There are 12 Agents 2 of which will be tasked to take home a cell phone each night to handle calls after 11pm.

-after 11pm all calls are queued to skill 340.

-if no one is staffed to skill 340 there are 3 cell phone #'s that I need to do a circular hunt on.

-If they are staffed I need skill 340 to be sending calls to 2 specific cell phones..

What is working:
-Agent can login into their Agent ID Via the cell phones.
-Agent can auto-in via their cell phones.

What isn't working:
call's are still ringing on the desk phones they login to and not the cell phones. How do I make Hunt 340(Skill 340) send all calls to the cell phones without forwarding their desk phone to the cell phone itself... HOWEVER if this is the path that I must take then is their an easier way to have them login?

RIght now they have a long login/logout process via the cell phones.

Call the xxx-xx2-5555 - *xx to login to agent id - *xx to auto-in - and then would I have to setup another *xx FAC for them to Send All Calls to the cell phone itself?

 

[offdahook]

are there any vectors involved?....

 

[Blight]

lots yes...

 

[Blight]

i guess i could just have the two phones remote cover to the cell phones via change coverage path command.

 

[avayastrongman79]

What about routing the afterhours calls off-net to the cellphones using time-of-day steps in the vectoring?

I understand though the need to use the ACD/agent set up.