How can I get an acd agent login on an Xmobile EC500 setup?

[FoneFun]

I'm using Multivantage 11 or CM 1.3
I've got an xmobile EC 500 station setup and I can receive station calls fine on my cellular.

Does anyone know how I can use my cell phone to login an agent login on my station?

 

[tbg247]

You should be able to assign a DID to the EC500 feature code for a line appearance. From their cell phone, the agent can call the DID for a line appearance, once in, manually log in to the proper hunt group. Not in front of a switch, there might be a feature code for ACD login that you can assign a DID to.

 

[FoneFun]

Thanks for your response.
If you mean assigning a DID to the Telecommuting Access Extension, that gives users the ability to turn on/off the EC500 forwarding.
However I'm not sure how to get dial from a cellular phone, as if I'm an internal station. Once I have dial tone as my station, they I could dial the FAC to have my acd agent login.

But I'm not sure how to do this, or if there is another way that I am missing.

 

[tbg247]

Here's what you do:

From CM command prompt, 'change off-pbx-telephone feature-name-extensions'

Idle Appearance Select: DID EXTENSION NUMBER

When you dial that DID from an administered EC500 cell phone, you will invoke the idle line appearance of the station associated with that cell phone. At that point, you can manually dial the FAC for ACD login.

Try it and let us know.

 

[FoneFun]

Ah I think thats what I'm missing. I don't seem to have 'change off-pbx-telephone feature-name-extensions'

It must be a feature on newer versions.
I don't suppose you know of something equivalent in CM 1.3?

 

[FoneFun]

ok I figured out a way to make this work, but it's a bit convoluted.

I also have a better understanding of what the Xmobile feature means for outgoing calls. It was not very clear in the documents!

I can now use an xmobile station to remotely log an agent onto my phone. The real reason for this was to use it as a trigger for an emergency close routing.

So for example, if skill 99 is the emergency close skill, and I create an agent with this skill. My ACD vectors will check if skill 99 is staffed and if so, route callers to a voicemail or other prompt to say that "due to xyz reason, we can not take your call at this time".

For this to happen its fine to say someone has to log it in, but to do it remotely was more of a challenge.

So since I spent a day looking for this, maybe it will be usefull to someone else.

In this scenario:
Physical station: 2000
Xmobile Extension: 1000 and 1001
Cellular Extension: 5551234567
Remote Access: 9000

1. Setup 2 Xmobile EC500 stations.
The first station 1000:

Extension: 1000 Lock Messages? n BCC: 0
Type: XMOBILE Security Code: * TN: 1
Coverage Path 1: COR: 4
Name: RC Test Cell Coverage Path 2: COS: 1
Hunt-to Station:

STATION OPTIONS

XMOBILE Type: EC500 Message Lamp Ext: 1000
Display Module? y Message Waiting Type: ICON
Display Language: english Length of Display: 12x3
Mobility Trunk Group: ars Calls Allowed: all
Configuration Set: 1

CELL PHONE NUMBER MAPPING
Dial Prefix:
Cell Phone Number: 5551234567
Mapping Mode: termination

FEATURE OPTIONS
LWC Reception: spe
LWC Activation? y
LWC Log External Calls? n
CDR Privacy? n Data Restriction? n
Call Waiting Indication? n
Att. Call Waiting Indication? n
Bridged Call Alerting? y Distinctive Audible Alert? n
Switchhook Flash? n

Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: basic Audible Message Waiting? n
MWI Served User Type:

Coverage After Forwarding? s
Multimedia Early Answer? n

Emergency Location Ext: 1000

ABBREVIATED DIALING
List1: List2: List3:

HOT LINE DESTINATION
Abbreviated Dialing List Number (From above 1, 2 or 3):
Dial Code:

Line Appearance: brdg-appr Btn:1 Ext:2000
Block Alerting if IP principal logged off? n


The second Xmobile station is the same as the first except for 2 items:

Mapping Mode: Both
Line Appearance: brdg-appr Btn:2 Ext:2000


With this set up, on station 2000, I can enable the EC500 feature by dialing the FAC or if you set up a button on station 2000 for ec500, you can press that.

Now anytime someone calls me on extension 2000, it will ring on my call appearance 1, and simultaniously on my cell phone 555-123-4567. I can answer on either phones and if I answer on my cell, I can pick it up on my desk phone (Ext 2000) when I get back to my desk.
So far this is cool.

Now with the 2nd xmobile station, it's mapping mode is set to both. This was hard to understand as it's not clear in the docs but it's pretty simple. Anytime you call into the PBX, it will pretend like its a call from your extension. So for example, if I call a collegue from my cell phone at extension 1005, on his PBX phone, it will show my internal extension 1000 and my PBX name. It won't show my cellular caller ID. It will be just like if I were calling from my desk. In fact it behaves as such too and my call appearance line 2 lights up. If I get back to my desk, I can pick up line 2 and hang up my cell phone and continue the call seamlessly.

Ok so far thats cool too. Now how do I log an agent in?

Remote access + Extend to cellular = Remote agent login!

Setup a remote access extension. I suggest making it a non DID number for security reasons. Maybe have a VDN prompting for an additional password first before letting it through, or making something that you can reach through your company autoattendant. This will help prevent bruce force attempts to break into your pbx.

So assuming you set it up via voice mail:
1. from your cell phone, you dial your company autoattendant
You will note that your extension 1000 appearance 1 lights up automatically, as if you are dialing from this line.

2. Now dial the extension to reach the Remote Access, then dial your Remote Access password.

3. You now have dial tone on your pbx. Dial your FAC to login.

4. You now have an agent logged into your station 1000.

In reality, step 3 could be used to do other things such as makeing out calls, etc.

Hope this is usefull to someone!