remote acd users

[james1982]

Can anyone please advise:-

Site A 3300 Mxe rel 8 ur 5. this is configured with acd path and agents.

Site B 3300 mxe rel 8 ur 5, I need a remote acd user at this site, need her to be able to take calls / act as though she was at site a.

There are 4 3300s in the network clustered, with opsman.

Ive currently just created an extn at site b, set to acd enabled but i cant login as the agent id set at site A. All entries are in my remote directories etc.

Can anyone advise???

cheers

 

[Mitel100]

Have you implemented IP Trunking?

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[james1982]

yes all sites use IP trunking, hotdesk users can login across sites and take calls etc. Just sturggling with this ACD user.
Found a doc stating I need to configure:-
Networked ACD Programming Example
Programming the Distributor Programming the Answer Point
ARS Dialed Digits Assignment Form:
Agent Group Assignment Form
Node Identity Assignment Form: (if applicable)
Remote Agent Subgroup Assignment Form:
Agent Group Assignment Form:
ARS Dialed Digits Assignment Form
Path Assignment Form:

Going to give this ago, has anyone has ever had this working. Do the above forms appear to follow the correct procedure to get this working?

Cheers

 

[Mitel100]

I have got this working on this release of softeware, so it is not a problem.

So you have the following set up:

1. ACD Hotdesk user
2. Telephone directory updated and located in all 3300 RDN assignment.
3. programmed the ACD Hotdesk number in the ACD Group, which is then located in the ACD Queue.

Basic set up above should work.

Networked ACD has changed in Release 8 as you no longer need to use RASG.

You say that the problem is that the user cannot login, so there must be a problem with the set up of this ACD Hotdesk login and not the fact that is should taking calls in a networked ACD.



__________________________

There is no 'I' in 'Team'
__________________________

 

[james1982]

still havent got this working, when you say "acd hotdesk" ccan you confirm exactly what you mean.
I have configured the remote user as acd, but not hot desk.

 

[james1982]

still struggling please help!!!!
I found this on online help

Distributor System and Answering Point System in the Same Cluster
Use the following procedures to program Networked ACD if the Distributor System and the Answering Point system are both have Release 7.0 or later software and are in the same cluster.

To program Networked ACD on the Answering Point system:

Create the ACD Agent Skill Group on the Answering Point system. OPS Manager updates the Remote Directory Number form of the Distributor system with the Agent Skill Group ID.

To program Networked ACD on the Distributor system:

Verify that the Agent Skill Group ID that was created on the Answering Point system is present in the Remote Directory Number Assignment form on the Distributor system.

Create the ACD Path and assign the Remote Agent Skill Group ID as the Primary Agent Skill Group in the ACD Path.

Ensure that the ACD Path DN is also a Portable Directory Number (that is, the ACD Path DN is in the Remote Directory Number Assignment Form on the Answering Point system).


Can anyone confirm which system is the distrubutor and which system is the answering system#???

 

[james1982]

right got to the stage where the agent is logged in and I can pass calls.
Next question!!!

Is it possible for this remote agent to be the same skill group as the users at the main site. I can set the user in an overflow group, but cant put her in the main group - states directory number elsewhere (because shes in the remote directory).
I basically need her to ring at the same time as all the users at the main site.
still would appreciate any help

 

[Mitel100]

OK let me see if I have got your set-up right.

Site A -
1 ACD Queue
1 ACD agent Group with x number of Agents
1 Remote sub agent group to site B

Site B
x number of agents

If this is so, then no you cannot add this agent into the main group.

The best way forward is to create the ACD login on site A, as a Hotdesk ACD user. To do this create a browse to the ACd forms and select 'User Configeration'. Select 'Add' fill in all the details and then scroll down to 'User Type' and select ACD agent.

Once created they will apear in the ACD ID form, add them into the relevent group.

Once in all the Remote Directories they will be able to login from site B even though the ID exist's on site A.

If you are using Opsman, then use that.

__________________________

There is no 'I' in 'Team'
__________________________

 

[james1982]

the setup above is correct.
Ive followed the instructions for acd hotdesking but am unable to login.
How doI configure the set at site b, simply as an acd user or does this set also need to be an acd hotdesk??

Thanks for your help mtiel100