UCA 4 softphone - ACD operation

[Jakt99]

Have a client asking whether or not UCA 4 softphone (no desktop phone involved) can be used as an ACD agent.

From my research there is an ACD component for UCA desktop client to view / edit ACD groups, no talk of implementing softphone. That didn't help.....

When I go thru admin guide it mentions that ACD agent login by feature accode code is not supported by softphone.......Sorta says no but...

Can't find any other material on MOL


Site
UCA 4 standalone
CXi II MCD 4.2
users: majority are UCA softphone

 

[Supernova99]

UCA should support ACD it always did when it was formally YA
Once the ACD option is ticked the next time the softphone loads up there should be an icon on the RH side with ACD options these should allow login/logout make busy etc.

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[Jakt99]

Thanks Supernova99

I thought it did under YA. Just that doco wasn't clear for UCA 4 and my inquiries with mitel sales didn't bare fruit until late yesterday, which confirm what you said.

There is a licence for adding ACD capability to UCA which actvates all the bells and whistles for softphone ACD as well desktop device control.

 

[Supernova99]

Ahh!
Licencing there is always a catch

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