Adding extensions

When you perform Synchronization, YourSite Explorer is configured to mirror the phone set extension numbers/base directory numbers (DNs) on the telephone system.

If you have traditional agents that can sit at multiple locations within your organization, Hot Desking Agents, or general business hot desking extensions, we recommend you give these base extensions generic names based on the position of the physical DNs (for example, Base DN: Floor 2, Desk 1). We recommend only general business hot desking extensions assigned to specific hot desking users be given user-based names (for example, Hot desking extension: John, Smith). If you have traditional ACD agents who sit at the same desk every day, or traditional extension phone sets that belong to single users, we recommend that the base DNs be configured with the user's names.

Note:
  • If you have enabled agent greeting functionality for a site, you must create one or more agent greeting ports on the same media server that your agents belong to. The Record Agent Greeting workflow (configured on the media server) uses this port to call the agent for message recording. There is no license required for agent greeting ports, but there is a limit of 120 simultaneously open agent greetings and UPiQ ports for every MiVoice Business controller.
  • Agents are programmed in YourSite Explorer. If agents are in a clustered environment but not hot desking and not resilient, the agent names will not display on the telephone switch.

In order to provide Contact Center Work Timer functionality in Contact Center Client, every traditional agent’s extension or every Hot Desking Agent ID must be enabled with a MiTAI monitor.

When read/write is enabled on a media server, changes made to extensions may be written back to the media server depending on the type of extension being changed. Changes made by adding or deleting the following extension types are written back to the media server:
  • Agent greeting
  • App server port
  • Hot desk user
  • Outbound port 5020 IP
  • Messaging port 5020 IP
  • RAD port 5020 IP
  • UPiQ port 5020 IP
  • Voice softphone
Changes made by adding or deleting the following extension types are not written back to the media server:
  • Attendant console
  • Auto-attendant
  • Voice
  • Voice mail

For extensions that already exist on the media server, edits to any extension type in YourSite Explorer will update the Name and Class of Service of that extension on the media server.

For information about enabling read/write on the media server, see "Enabling write-back functionality".

Note:
  • ACD Enabled extensions can be added as members of Ring Groups, but they cannot be made present in the Ring Group. This is a restriction imposed by MiVoice Business. Ring Group Member extensions with ACD Enabled will not receive calls sent to the Ring Group. If a Hot Desking Agent logs into an ACD Enabled extension, they will go out of service and not be updated in the real-time monitors. To remove ‘ACD Enabled’ from extensions in YourSite Explorer, see the following procedures.
  • You can run extension reports to cost attendant call activity (SMDR Attendant Extension reports). When you create the attendant extension in the YourSite database, you must use the attendant reporting number found on the switch (for example, ATT1) as the extension reporting number. The numbers must be identical. If the switch uses a capital letter, you must use a capital letter in the YourSite database. These SMDR attendant extension reports use data collected from the SMDR stream. If you want to report on traffic attendant activity, you must have the Traffic Analysis application. Traffic attendant reports use data collected from the traffic stream. See "Mitel CX Reporting Guide" for more information.
  • For information on configuring extensions for IVR Routing, see "Configuring extensions".
  • Workgroup does not support Contact Center resiliency. You cannot program failover media servers for ACD agents or extensions.
The following procedures explain how to:
  • Add an extension
  • Configure 3300 ICP extension options
    Note:

    Failover media servers for extensions must be configured on your telephone system and synchronized into YourSite Explorer.

  • Enable a Hot Desk User for external hot desking

    See "Enabling external hot desk agents".

Note:

Some fields and tabs are only available to certain extension types.

To add an extension
  1. Click YourSite > Extensions.
  2. Click Add.
  3. After Name, enter a name for the extension.
  4. After Reporting/Dialable number, enter the extension’s dialable number.
  5. After Extension type, select an extension type from the drop-down list.
  6. After Media server, click the Browse button.
  7. Select a media server and click OK.
  8. Select the Disable real-time monitoring and data collection on this device check box if you do not want to enable the extension to be set with a MiTAI monitor, viewed in Contact Center Client, and use Contact Center Softphone.

    By default, this check box is not selected.

  9. To license this extension, select License this Extension.

    Unlicensed extensions will not be updated in Contact Center Client real-time monitors and cannot be reported on or costed with MiVoice Analytics.

  10. After Notes, enter any other information for administrators about the extension.
  11. Click Save.
To configure 3300 ICP extension options
  1. Select an extension and click the 3300 ICP tab.
  2. Select the Class of Service for the extension from the drop-down list.
  3. If you want this extension enabled for ACD, select ACD enabled.
  4. Click Save.
To enable a Hot Desk User for external hot desking
  1. Click YourSite > Extension.
  2. Select a Hot Desk User extension and click the 3300 ICP tab.
  3. Select External hot desk user enabled.

    Extensions that are enabled as external hot desk users can handle Non ACD calls while logged in externally.

  4. After External dialing prefix, type the dialing prefix for the external device to which calls will be routed.
  5. After External dialing number, type the dialing number for the external device to which calls will be routed.
  6. Click Save.
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