Mitel Phones ACD and Hotdesk on same device

[nblount]

We have a Mitel ICP3300 with 5330 handsets, some of these are configured as ACD handsets and others as Hotdesk.

Is it possible to have a handset operate in both modes so that the hotdesk users can use the ACD handsets? The other way around is not as necessary but may be useful in future.

Thanks

 

[Bigsin]

Change the usertype from hotdesk into ACD and you will get a ACD HOTDESK AGENT.



ACD Agent Hot Desking - Description
When a standard ACD agent logs into an ACD set, only the Class of Service (COS) and Class of Restriction (COR) that are associated with the agent’s directory number are applied to the ACD set. In order to provide agents with access to user features, such as personal speed calls, some call centers provide agents with a separate non-ACD phone that the agent can then program with personal features and with different Classes of Service for Day, Night 1, and Night 2.

The ACD agent hot desking feature allows an agent to log into any ACD set and have the system apply the agent’s personal phone profile to that ACD set. After the agent logs into the ACD set, the agent has access to his or her own personal speed calls, features, and phone settings. If you use ACD agent hot desking in a call center, you do not have to provide agents with separate phones for their personal use. Instead, you can make a pool of shared phones available to many agents and any ACD set that an agent logs into will also function as the agent’s personal phone.

After an ACD hot desk agent logs into an ACD set, the system associates the user's personal phone settings, such as directory number, COS/COR settings, language display, and button programming with the set.

The system also continues to use the CESID (Customer Emergency Services ID) programmed for the set. For example, if someone makes an emergency call from an ACD hot desk set, the system sends the CESID associated with the ACD set regardless of which profile (ACD hot desk agent or set user) is active on the phone. For local notification (SMDR log and attendant console) the system displays the DN and name of the active profile (if available).

After logging in, ACD hot desk agents can use the following personal phone features and change the following settings:

Call forwarding (all types)

Callback messages (message waiting indicator)

Auto Answer

Do Not Disturb (DND)

Last Number Redial

Timed Reminder

Triple Ring Callbacks

Advisory Status Message.

For example, an agent could log into an ACD set, dial a number, and the system stores that number against the Redial key for the agent's set profile. After logging out, if the agent logs into another ACD set, he or she can press the Redial key to dial the last number that had been dialed previously from the other set.

When an agent is logged in, the hot desk agent’s DN is in service and the DN for the ACD set follows out of service handling. After an agent logs out, the agent’s DN follows out of service handling. The ACD set's DN comes back into service and the set's profile, including feature settings, is reapplied.

ACD hot desk agents can also receive direct (personal) calls on their ACD sets. See Taking_Personal_Calls for several options

 

[Mitel100]

I think this feature may be included in release 9.1

__________________________

There is no 'I' in 'Team'
__________________________

 

[kwbMitel]

From the Help Files - As of Release 9.0

Note: Hot Desking is NOT supported on ACD sets, attendant consoles, Your Assistant and Your Assistant Pro, digital sets, Symbol wireless sets, ONS sets, single line IP sets (such as 5001 and 5201), 5700, OpenPhones, or CITELlink-supported sets.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Bigsin]

ACD hotdesking is introduced in 7.0

 

[nblount]

Maybe I didn't explain well enough. We have a call center which uses ACD Hotdesking but everyone else in the company uses normal Hotdesking on the phones. Someone who has ACD Hotdesking extension can not use a normal Hotdesk phone and visa versa. If this is possible in 9.1 that is great but is does not seem to be possible at the moment and means that people who may work in the Call center for periods of time do not have phones.

 

[Mitelpassion]

nope you can't do this at this point. either ACD hotdesk or normal hotdesk. not sure if they are looking at changing this in the near future.

 

[Mitel100]

Guy's,

Go to Mitel online and have a look at the new features in 9.1. I am sure this feature is in there.

__________________________

There is no 'I' in 'Team'
__________________________

 

[Mitel100]

Here is the extract from MOL:

3300 ICP Release 9.1 Features (subject to change)

Embedded twinning
Personal ring groups
External hotdesking
Group presence (login/logout)

Call center enhancements:

ACD hot desk and normal hot desk login with password
Global call ID enhancements
Agent skill groups increased form 8 -16

Management enhancements:

Opsless resiliency
SDS admin groups
Distribution of Teldir and RDN data
Embedded multimode managament
Embedded multimode managament
Network time protocol client and daylight savings support
SIP resiliency
SIP DPNSS
Chinese language support for 5312/5324


__________________________

There is no 'I' in 'Team'
__________________________

 

[kwbMitel]

I don't want to sound repetitive but as of rel 9 you cannot do this. My earlier post confirmed this with the note from the help files.

From the Help Files - As of Release 9.0

Note: Hot Desking is NOT supported on ACD sets, attendant consoles, Your Assistant and Your Assistant Pro, digital sets, Symbol wireless sets, ONS sets, single line IP sets (such as 5001 and 5201), 5700, OpenPhones, or CITELlink-supported sets.

ACD Hotdesking is not the same as what you are asking for which is Normal hotdesking via an ACD set. (Not currently supported)

As for when this might be added, Mitel100 has provided some good info. However, what Mitel says it will deliver and what actually arrives are not necessarily the same thing. Be cautious on how you present future deliveries.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[SXWizard]

Mitel will reveal release 10 (Series X) features tomorrow in a Webinar.

 

[kenny5445]

They are going to do concurrent ACD licensing in version 10 (was 9.10 but then slipped). This will mean that a phone doesnt have to be declared acd or non acd but if a acd user logs in a acd licenses will be consumed for the duration of the time the agent is logged in.... sounds good I hope that prariefyre do the same with ccm licensing

Cheers

Kenny

 

[Mitelmatt]

I can confirm that release 10 (or MCD 4 as it's known) DOES work in the way you want. Have had a play with R10 (sneaky me!) and i tried that exact feature. You can use Hotdesk and ACD Hot Desk from same phone

The licencing will indeed change to concurrent logins as oppossed to ACD handsets as per today.

Apparently GA is end July. But like i said have played with it and all features look good.

 

[kenny5445]

MitelMatt did you have a look at the free mobile twinning type feature and the remote acd login?

 

[Mitelmatt]

i, yes i had a look at the external hot desking. Easy to set up and works fine. Even better as part of the new personal ring groups.

Remote ACD log in?? you can't use the External Hotdesking to with ACD at this time. On roadmap though. next release after 10 you can have ACD as an external hotdesk. But not with 10