# Programming Clustered or Resilient Clustered Hot Desking

## Before You Begin

Ensure:

- IP User Licenses are entered in the License and Option Selection form on the host MiVoice Business system (i.e., the system where the hot desking devices are registered.)

- Class of Service, Interconnect Restriction, and Intercept Handling are programmed on the host MiVoice Business system.

- The DHCP Server for each MiVoice Business system has been programmed. For more information, see Programming the DHCP server.

NOTE: When programming the DHCP server, ensure that resilient hot desk sets boot from either an MiVoice Business system running Release 5.0 or later or a TFTP server that has firmware that supports resilient Hot Desking.

See also Hot Desking - Conditions for requirements on provisioning 5604, 5607, and 5614 Wireless Phones for hot desking.

To enable clustered and resilient clustered Hot Desking, program

- Hot desk sets and users.

- The same feature access codes on all MiVoice Business systems in the cluster.

- A default device for the Desktop Tool on the host MiVoice Business system.

For resilient Hot Desking, both the hot desk set and user must be programmed with secondary elements in the User and Services Configuration form (RDN Synchronization must be enabled in the cluster).

If you have upgraded to Release 5.0 or later, blank PINs have been assigned to all existing hot desk users. To require users to enter a PIN during login, set new PINs using the procedure "Reset a Hot Desk PIN" in this topic.

## Program Hot Desk Sets

Check whether the hot desk user is logged in: Issue a LOCATE REMOTE DN maintenance command from the System Administration Tool. The output tells you whether the user is logged in and where. (For information on how to read the output of this maintenance command for resilient users, see the Troubleshooting section of Resiliency Guidelines.)

If the user is logged in, go to a hot desk phone, then dial the feature access code for hot desk remote logout followed by the user's extension (for example, *335123—where *33 is the FAC, and 5123 is the extension). This logs the user out.

To do the Remote Logout, the remote feature logout must be enabled on the extension the administrator is using. Also, a feature access code for Hot Desk remote logout has to be programmed on the controller. The COS for Hot Desking Remote Logout Accept must be set to YES on the hot desk user's extension.

1. Class of Service Options form

2. Set the Hot Desk Login Accept field to Yes.

2. User and Services Configuration form

3. Click Add > Default User and Device.

4. Clear Hot Desking User.

5. Set Service Level to IP Device Only
   This Service Level indicates that the directory number (DN) is assigned to an unlicensed device that has only basic telephony functionality (emergency or attendant calls). The device becomes functional when a hot desk user or hot desk ACD agent logs into it..

6. Assign the COS that you configured in step 1.

7. Select the name of the Secondary Element from the drop-down list of cluster members.
   The secondary element must be running 3300 ICP Release 5.0 or later software.

3. Perform a Telephone Directory synchronization.

NOTE: If you only wish to install basic Userless Device
An IP device configured with service level "IP Device Only"; provides basic functionality (emergency/attendant calls and hot desk login) and does not require a license.(s) hosted by the same (primary) node and allowing hot desk login, but not requiring a license, you can use the Automatic DN Selection registration and auto-provisioning method introduced by the MiVoice Business 7.0 release. With this method, a device can be registered and brought to service without being pre-configured first and the installer does not need to specify the device's Directory Number (DN) - only the Set Registration Access Code - to initiate the registration. See Registering and Auto-provisioning Multiline IP telephones without a DN for details.

## Program Hot Desk Users

Ensure that Interconnect Restriction and Intercept Handling are programmed on the host MiVoice Business system for each hot desk user.

To program clustered or resilient clustered hot desk user from the System Administration Tool (RDN Synchronization must be enabled for the cluster):

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
   This Service Level indicates that the directory number (DN) is assigned to a standard user and device with full telephony functionality. or Multi-Device
   This Service Level indicates that the directory number (DN) is assigned to a user that has only basic telephony functionality (e.g., emergency or attendant calls) until programmed as a member of a Multi-Device user group or suite. The DN does not use an IP User License. However, the group or suite has a Multi-device Users or Multi-device Suites license which one person can use at a time in order to receive full telephony service..

5. Assign a user name, department and location.

6. Under Service Profile, select the name of the Secondary Element from the drop-down list of cluster members.

7. Click the Access and Authentication tab.

8. Enter a User PIN.
   PINs must be from 0 to 8 characters in length. Only digits (0 to 9) are permitted.

9. Reenter the PIN in the Confirm User PIN field.

2. Multiline Set Keys form

3. Assign a directory number (line appearance) or feature to each key.

4. Assign each line appearance a ring type.

5. For 5604, 5607, and 5614 Wireless Phones, provision a Multicall Line Appearance of the user's DN on the phone to allow use of device-based features (Hold, Transfer, Conference, etc.). Set the Ring Type to RING.

3. Class of Service Options form

4. Set HCI/CTI/TAPI Call Control Allowed to Yes.

5. Set HCI/CTI/TAPI Monitor Allowed to Yes.

6. Set Hot Desk Auto Logout Timer (optional).

4. Station Attributes form

- Assign a Class of Service, Class of Restriction, and Intercept Number.

5. Call Coverage Services form

- If more secure PINs are required for hot desk users, enable Hot Desk PIN Security. With this feature, a hot desk user who logs in with a weak PIN is automatically routed to the IVR
  Interactive Voice Response is an automated call handling system in which the caller interacts with a computer device which can interpret and react to voice or touch tone commands. The interaction can be through the use of a touch tone telephone or through speech recognition. This telephone-based application prompts the inbound caller for information using a recorded or synthesised human voice. Most IVR systems do not allow the caller to respond by voice, but require user input through touch-tone response. system in MiCollab Nupoint UM for a PIN change.

NOTE: For Hot Desk PIN Security to work, each hot desk user must have a voice mailbox on the MiVoice Business system.

6. Scheduler form. (Optional)

7. The Scheduler can log out Hot Desk users at regular times, such as the end of every day—a convenient and reliable way to protect against unauthorized use of unattended devices. You can schedule the logouts to apply to all Hot Desk users, internal Hot Desk users only, or External Hot Desk users only. See Scheduling Hot Desk User Logouts.

## Program Devices for Hot Desk Remote Logout

1. Class of Service Options form (System Administration tool on host MiVoice Business system)

2. Set Hot Desk Remote Logout Enabled to Yes.

2. Program the device (if required) and apply the COS programmed in step 1.

## Program Hot Desk System Settings

1. Feature Access Codes form

- Assign feature access codes (FACs) for Hot Desk Login, Hot Desk Logout, and Hot Desk Remote Logout.

NOTE: Hot Desk Login and Logout FACs apply to MiNET
Mitel's proprietary signaling protocol used to control Mitel IP and TDM telephones. hot desk devices only.

2. (Optional) System Options form

3. Select a supported device from the Site Preference for Hot Desk Device field.
   The selected device is used as the default in the Desktop Tool.

## Program BLF Indicator to Monitor an Agent's Status

You can program a Busy Lamp Field (BLF) indicator on an IP Phone, PKM, or IP Console application(MiVoice Business Console) to monitor a Hot Desk user's logged-in/logged-out status. Program the BLF indicator on the monitoring device against the Hot Desk user's directory number. When the Hot Desk user is logged out, the BLF indicator lamp on a IP Phone or PKM blinks at a rate of 438 mS OFF; 62 mS ON. On a MiVoice Business Console, logout status is indicated by the appearance of a grey status icon in the BLF panel.

See Direct Station Selection/Busy Lamp Field (DSS/BLF) for instructions on how to program the BLF key.

## Reset a Hot Desk PIN

- User and Services Configuration form

- Select a hot desk user by clicking the appropriate row in the User and Services Configuration list.

- Click Change.

- Click the Access and Authentication tab.

- Enter the new User PIN.

- Reenter the PIN in the Confirm User PIN field.

- Click Save.

Related Topics

- Hot Desking Description

- Hot Desking Conditions

- Hot Desking Programming

- Program Nodal Hot Desking

- Hot Desking Login

- Hot Desking Logout

- Hot Desking PIN Change

- Hot Desking Troubleshooting

- Hot Desk PIN Security