# ACD Agent Hot Desking - Programming

You can configure hot desk ACD agents

- on a single standalone controller, or

- on several controllers in a cluster

To program hot desk ACD agents:

- Review planning rules (below)

- Obtain the required licenses

- Assign a PBX number (required for clustered controllers and standalone controllers)

- Configure the hot desk ACD agents

- Convert a single traditional ACD agent to a hot desk ACD agent

- Convert multiple traditional ACD agents to hot desk agents

- Add a new hot desk ACD agent

- Add multiple new hot desk agents

- Distribute the hot desk ACD agent information to the cluster elements

## Planning Rules

You assign feature keys to hot desk ACD agents in the Multiline Set Keys form. When you program feature keys for hot desk ACD agents, remember that the user profile for a hot desk ACD agent supports up to 47 programmable keys. If an agent is assigned 47 feature keys and then logs into a set that has fewer than 47 programmable keys on it, the extra keys are not accessible.

If one of these "inaccessible" keys is programmed as a line appearance, calls for the line appearance will still ring at the phone. To avoid "phantom" ringing on hidden line appearances, do one of the following:

- Ensure that each hot desk ACD agent is assigned the same number of feature keys in the Multiline Set Keys form. Ensure that all sets that are used by hot desk ACD agents have the minimum required number of programmable keys.

- Restrict line appearances to Personal Keys 2 to 7. These keys are displayed on all supported phones.

- Enable "ringing line select" in the COS for the hot desk ACD agent. This feature allows the user to answer any ringing non-prime line appearance (including those hidden) by simply going off-hook. However, if the user is already on a call, hidden line appearances are not accessible.

NOTE: To avoid confusion, it is recommended that you choose one device type that supports 13 programmable keys, program a consistent layout for the buttons, and provide printed button templates for each set used by Hot Desk agents.

A controller supports a maximum of 1181 (2100 on server-based MiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business platforms) ACD agent IDs, whether you use traditional ACD agents or hot desk ACD agents. Note that 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. The maximum number of hot desk ACD agents that you can configure on the controllers with 3300 ICP Release 7.0 or later software are listed below. The system maximums for other MiVoice Business/3300 ICP controllers are unchanged.

Maximum Number of Agent IDs
Platform | Maximum User Profiles (includes hot desk users and hot desk ACD agents) | Maximum Active Users (includes hot desk users and hot desk ACD agents)
Server-based MiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business Platforms | 5600 | 1400
MXe III/MXe III Expanded | 700/5600 | 300/1400
AX | 700 | 100
CX II/CXi II | 700 | 100

## Licensing Requirements

The following licensing requirements apply to hot desk ACD agents:

NOTE: For traditional ACD agent licensing requirements see ACD Planning.

- Hot desk ACD agents must log into sets that have been programmed as hot desk sets or into ACD enabled sets.

- Hot desk ACD agents can only log into IP phones and the maximum number of active hot desk ACD agents is limited to the maximum number of ACD licenses available on the controller. Refer to ACD Planning to determine the maximum number of ACD agents that can be configured on a single controller.

- Two licenses are required for each hot desk ACD agent:

- ACD Active Agent License: An ACD license is dynamically allocated to each hot desk ACD agent. When an agent logs in, the system gives the agent a license from the available pool of licenses. After the agent logs out, the license is returned to the pool. A license is only required by the agent for the duration of the login session. If an agent attempts to log in when there no ACD licenses available in the license pool on the agent's host controller, the login attempt will fail. If the agent is resilient, and the agent's primary controller has no available ACD licenses, the agent will be unable to log in even if licenses are available on the agent's secondary controller.

- IP User License: Effective as of MCD Release 4.1, an IP user license is allocated to each new hot desk ACD agent added on the User and Services Configuration form. Agents created prior to MCD Release 4.1 did not require an IP user license, but will receive one when they log in for the first time or when the administrator opens and saves their record on the User and Services Configuration form. If insufficient user licenses are available, login will fail. To correct this problem, the administrator must enable additional licenses on the License and Option Selection form.

NOTE: Use the Locate IP License maintenance command to obtain the directory numbers (DNs) of all unlicensed hot desk ACD agents on the system.

For a non-resilient hot desk ACD agent the licensing and PLID requirements are summarized in the following table:

Agent License and PLID Requirements
IP User License | 1
ACD Active Agent License | 1
PLID | 1

A resilient Hot Desk ACD Agent requires:

- An ACD Active Agent license on the Primary ACD Agent Controller

- A User License on the Primary ACD Agent Controller.

Hot Desk ACD agents can only log into IP phones, so the maximum number of active Hot Desk ACD Agents is limited to the maximum number of IP phones that can be configured as ACD Agents on each type of controller.

IP Device Only sets do support Hot Desk ACD Agent login but can still be configured for resiliency. If these devices are used in the current ACD environment, they can be used instead of an IP set programmed as a User and Device. IP Device Only sets do not require an IP User license.

Resilient Hot Desk ACD Agent Licensing
Licenses | Primary ACD Agent Controller | Secondary ACD Agent Controller
ACD Active Agent | Yes | No
IP User | Yes | No

Resilient IP Device
Licenses | Primary ACD Agent Controller | Secondary ACD Agent Controller
IP Device | Yes | No

## Assign a PBX Number

IMPORTANT: If the host ICP is not part of a cluster (that is, it is a standalone system), you must assign it a PBX Number with the local IP address of the controller in the ICP/PBX Networking form. Then, assign this PBX Number as the CEID in the Cluster Elements form. If the host ICP is within a cluster, this programming will have been done already.

1. ICP/PBX Networking form

2. Click Add and enter a unique cluster element ID number (valid numbers are from 1 to 999) in the PBX Number field.

3. Set "Local PBX" to "Yes".

4. Select the new PBX Number and click Change Member for this ICP/PBX.

5. Enter the ICP IP address of the local controller in the "Network IP Address" field.

2. Cluster Elements form

3. Select an unused entry and click Change Member.

4. Enter the CEID number programmed in step 1 in the "Cluster Element ID" field.

5. Set "Local" to "Yes".

6. Enter a directory number in the "Feature DN" field to establish a feature directory number on the local element.

## Configuring Hot Desk ACD Agents

If you have an existing ACD site, you should convert the existing traditional ACD agents to hot desk ACD agents. If you are installing a new site, you add the new agent IDs as hot desk ACD agents. This section provides instructions for the following procedures:

- converting a single existing traditional ACD agent into a hot desk ACD agent

- converting multiple existing traditional ACD agents into hot desk ACD agents

- adding a new agent ID as a hot desk ACD agent from the System Administration Tool

- adding multiple agent IDs as hot desk ACD agents from the System Administration Tool

NOTE: You cannot configure hot desk ACD agents from the Multiline IP Sets form. You should only configure hot desk ACD agents from the User and Services Configuration form. In the Multiline IP Sets form, the "Hot Desk User" field and "ACD Enabled" field are set to "Yes" for hot desk ACD agents.

### Converting a Single Existing Traditional ACD Agent into a Hot Desk ACD Agent

When you convert a traditional ACD agent, you must enter the ACD Agent ID of the existing agent in the Number field of the User and Services Configuration form.

1. Ensure that the traditional ACD agent is logged out. You cannot convert an agent while that agent is logged into the system.

2. Go to the User and Services Configuration form.

3. Click Add > Default User and Device.

1. Select Hot Desking User.

2. Set Service Level to Full Service.

3. Either leave the Name fields blank or complete the Name fields for the agent:

4. If you leave the Name fields blank, the system does NOT create a new entry in Telephone Directory, a new user profile, or a new voice mailbox for the agent.

5. If you complete the Name fields, the system creates a new entry in the Telephone Directory form, a new user profile, and a new voice mailbox for the agent.

5. Enter the Agent ID of the existing traditional ACD agent in the Number field.

   NOTE: An Agent ID could be assigned to more than one name in the Telephone Directory form. The entries in the Telephone Directory form are not changed by the conversion.

6. Leave the Device Type set to No Device.

7. Select ACD Agent.

8. Configure the hot desk ACD agent's User PIN, Embedded Voice Mail, Desktop Tool Access, and User profile as required.

   NOTE: If you have upgraded from a pre- 300 ICP Release 7.0 software load, the existing traditional ACD agents will not have user profiles and voice mail properties assigned to them. You can copy the user profile and voice mail properties from the ACD enabled set to the new hot desk ACD agent. To copy the properties, select the ACD enabled set in the User and Services Configuration form, click Copy, and then in the Copy window, enter the agent ID of the traditional ACD agent into the Number field. Leave the device type set to No Device, select Hot Desking User, set the Service Level to Full Service, select ACD Agent, and then click Save.

9. Click Save. The system prompts you to confirm the conversion of the ACD agent.

10. Click Yes to proceed with the conversion. The system generates a maintenance log for the agent conversion.

### Converting Multiple Existing Traditional ACD Agents into Hot Desk ACD Agents

1. Ensure that all agents are logged out. You cannot convert agents while they are logged into the system.

2. ACD Agent IDs form

Export the information for the existing ACD agents to a .csv file.

NOTE: For detailed instructions on how to export data, click Export, and then click the Help button located in the bottom left corner of the Export Dialog box.

- Click Export

- Under Export Range, click All

- Under File Type, click Comma Delimited (Spreadsheet)

- Click Export. The File Download window opens

- Click Save and save the .csv file to a folder on your client station

- When the download is complete, click Close.

3. User and Services Configuration form

Import the exported agent information:

3. Click Import

4. Click Download a copy of the Import Spreadsheet.xls. You must use a 3300 ICP Release 7.0 version of the spreadsheet

5. Click Open. Click Yes

6. Extract the file to a folder on your client station

7. Open the spreadsheet and enable the macros when prompted

8. Click the User and Services Configuration tab at the bottom of the spreadsheet

4. Next, open the .csv file that you exported from the ACD Agent IDs form. Copy the Agent IDs, COS, and COR settings into the columns in the Import Spreadsheet.xls file. If desired, configure the voice mail, user profile and Desktop Tool access for the users.

5. Select the rows in the column of data (for example Agent ID) from the .csv file

6. Right-click and select Copy

7. Select the first row of the column in the import spreadsheet

8. Right-click and select Paste.

5. In the spreadsheet, for each agent select Hot Desking User, set the Service Level to Full Service, select ACD Agent, and configure the User PINs.

6. Click the Save for Import button.

7. User and Services Configuration form

Import the data from the spreadsheet.

5. Click Import

6. Click Browse and navigate to the worksheet (.csv) file in the spreadsheet's folder on your client station

7. Select the UserConfiguration_xxxxx.csv file and then click Open

8. Click Next. The data is uploaded

NOTE: There is no warning confirmation prompt when using the Import feature to convert the traditional ACD agents. In addition, if one agent conversion fails, the import operation will continue with the next. If there are any failures, the user will be presented with this information after the import operation completes.

8. After the import operation is complete, check the ACD Agent IDs form, Telephone Directory Form, Multiline IP Sets form, and User and Services Configuration form to ensure that the data was imported correctly.

9. In the Multiline IP Sets form, all hot desk ACD agents should have the "Hot Desk User" field and the "ACD Enabled" field set to "Yes". In the User and Services Configuration form, select "Hot Desking User", set the Service Level to "Full Service", and enable "ACD Agent" for each agent.

10. Check the system maintenance logs. The system will have generated a maintenance log for each agent that was successfully converted.

### Adding a New Hot Desk ACD Agent

1. User and Services Configuration form

2. Click Add > Default User and Device.

3. Select Hot Desking User.

4. Set Service Level to Full Service.

5. Enter the name of the ACD agent in the Last Name and First Name fields.

6. Enter a directory number in the Number field. The number cannot be used anywhere else in the system.

7. Select ACD Agent.

8. Enter a passcode for the hot desk ACD agent in the User PIN field.

9. Leave the Device Type field set to No Device.

10. Configure the hot desk ACD agent's Embedded Voice Mail, Desktop Tool Access, and User profile as required.

11. Click Save. The system adds a record to the Multiline IP Sets for the hot desk DN with the "ACD Enabled" field set to Yes; adds an Agent ID into the ACD Agent IDs form (the Agent ID will be the directory number that you entered in the Number field); and adds an entry for the hot desk ACD agent to the Telephone Directory form.

2. Multiline Set Keys form

3. Program the key assignment. ACD agents must have prime lines of "single line" type.

4. Program Specific Group Threshold Alert keys for Supervisors' telephones. Program the directory number for the Specific Group Threshold Alert key at the set, and assign it in the ACD Agent Skill Groups form as the Alert Device.

5. Program Generic Group Threshold Alert keys for Agents' telephones. Do not specify directory numbers for Generic Group Threshold Alert keys.

3. ACD Agent Skill Groups form

4. Add the agent ID as a member of an ACD agent skill group (or ACD Express Group) if the agent is required to answer path calls.

5. If required, set the "Group uses Skill Level" field to "Yes".

6. Set the Skill field for the agent to a value between 1 (highest skill level) and 255 (lowest skill level). An agent can appear only once in a single agent skill group. To disable Skill-Based Routing for an agent skill group, clear the Skill field of all agents, save the form, set the "Group uses Skills" field to "No", and save the form again.

4. Call Coverage Services form

- Select the index assigned to the agent in the User and Services Configuration form and configure the required Call Coverage Services.

### Adding Multiple New Hot Desk ACD Agents

1. User and Services Configuration form

Download the import spreadsheet to your PC.

NOTE: For detailed instructions on how to use the import spreadsheet, access the User and Services Configuration form, click Import and then click the Help button located in the bottom left corner of the Import Dialog box.

- Click Import.

- Click download a copy of the Import Spreadsheet.xls. You must use a 3300 ICP Release 7.0 version of the spreadsheet.

- Click Open.

- Click Yes.

- Extract the Spreadsheet.xls file to a folder on your client station.

- Navigate to the spreadsheet's folder on your client station and open the spreadsheet.

- Enable the macros when prompted.

- Click the User Configuration tab at the bottom of the spreadsheet.

2. Add records for each hot desk ACD agent.

3. Enter the Last Name and First Name of the agent.

4. Enter a Department and Location (optional).

5. Enter a Directory Number for the agent.

6. Select "Hot Desking User".

7. Set the Service Level to "Full Service".

8. Select "ACD Agent".

9. Enter a login PIN for the agent in the User PIN field.

10. Leave the Cab, Shelf, Slot, Circ fields blank.

11. Complete the COS and COR fields as required.

12. Specify the Personal Speed Calls, Embedded Voice Mail, and Desktop Tool Access as required.

13. Click the Save for Import button.

3. User and Services Configuration form

Import the data from the spreadsheet.

3. Click Import.

4. Click Browse and navigate to the worksheet (.csv) file in the spreadsheet folder on your client station.

5. Select the UserConfiguration_xxxxxxx.csv file and click Open.

6. Click Next. The data is uploaded.

4. After the import operation is complete, check the ACD Agent IDs form, Telephone Directory Form, Multiline Set Keys, and User and Services Configuration form to ensure that the data was imported correctly. In the User and Services Configuration form, confirm that the Service Level is set to Full Service, ACD Agent is enabled for all hot desk ACD agents, and that Hot Desking User is selected.

## Distributing the Hot Desk ACD Agents to the Cluster Elements

If the hot desk ACD agents reside in a cluster, complete the following:

- System Options form

- Set the "Site Preference for Hot Desk Device" to the default IP device for hot desking. Hot desk users are assigned a prime DN and 13 programmable buttons. To ensure that all of these buttons are available to the user, the hot desk device should also have 13 programmable buttons (5005IP, 5020IP, 5205IP, 5207IP, 5220IP, 5220 dual mode, 5224IP, Navigator).

With Remote Directory Number (RDN) Synchronization, the hot desk ACD agent information is automatically distributed to the other cluster elements via System Data Synchronization (SDS).

## Managing Hot Desk ACD Agents

You manage hot desk ACD agents through the following System Administration Tool forms

- User and Services Configuration

- Station Attributes

- User and Device Attributes

## Deleting Hot Desk ACD Agents

Delete hot desk ACD agents through the User and Device Configuration form.

NOTE: You cannot change hot desk ACD agents back to traditional ACD agents. You must delete the hot desk ACD agent first. Then, add the agent back into the system as a traditional ACD agent. To add a traditional ACD agent, add the agent ID to the ACD Agent IDs form, then add the agent's ID and name to the Telephone Directory form.

Related Topics

- Hot Desk ACD Agent - Description

- Hot Desk ACD Agent - Conditions

- Hot Desk ACD Agent - Operation