# Hot Desk ACD Agents - Conditions

- To support hot desk ACD agents, systems require 3300 ICP Release 7.0 software or later.

- You must use either hot desk ACD agents or traditional ACD agents. The use of hot desk ACD agents and traditional ACD agents in the same ACD system is not supported.

- Hot desk ACD agents are only supported on the following devices:

- MiCollab ACD SIP Softphone (For setup instructions, see MiCC-MiCollab ACD SIP Softphone Agents Integration Guide on Document Center)

- 5000 series Multiline IP Phones

- 5000 series Dual Mode IP Phones

- 52xx series Multiline IP Phones

- 53xx series IP Phones

- 69xx IP Phones

- Navigator

- SpectraLink wireless phones

- The following devices do not support hot desk ACD agents:

- attendant consoles

- Symbol wireless sets

- ONS sets

- single line IP sets (such as 5001 and 5201)

- 5700

- OpenPhones

- CITELlink-supported sets

- PKMs (A hot desk ACD agent cannot be provisioned with a PKM. If an agent logs in to a hot desk set with a PKM, the PKM will be disabled.)

- 5560 IPT

- 5604, 5607, and 5614 Wireless Phones

- A hot desk ACD agent CANNOT be programmed as

- A Flexible Answer Point for a trunk

- A Trunk Answer Point

- A RAD

- A Hotel or Suite extension

- An Emergency Hunt Group member

- A RAD Hunt Group member

- A Record-a-call Hunt Group member

- A tenant member

- In the Group Administration Tool, hot desk ACD agents are identified as hot desk users.

- In ACD real time events, the directory number and agent number for a hot desk ACD agent is recorded as the agent's ID.

- If a hot desk ACD agent logs out during a call, the system does not generate the report until the call ends.

- After a system reset, hot desk ACD agents are automatically logged back in to the ACD system once the set re-establishes contact with the agent's controller. Hot desk ACD agents are not logged out unless the set loses power, reboots, or the agent explicitly logs out.

- When a hot desk ACD agent is logged in to a set, the agent or user must log out before another can log in. A log over is not permitted.

- Hot Desk ACD agents that are not programmed in any groups do not consume an ACD license when they log in.

- Hot Desk ACD agents can have Call Coverage Services assigned to them, including the Announcements service.

Related Topics

- Hot Desk ACD Agents - Description

- Hot Desk ACD Agents - Programming

- Hot Desk ACD - Agents - Operation