ACD and Hot Desking
Group Presence for Hot Desk users and ACD agents (Standard ACD Agent, Hot Desking and ACD Express) can be changed whether or not the user or agent is logged in. (Note: Standard ACD Agents are limited to using feature access codes to operate Group Presence; other agent types can use either FACs or feature keys.)
Group Presence for ACD applies to Agent ID members only. Subgroup ID members must be assigned the default value, 'Present'.
[highlight #FCE94F] Group Presence keys are not supported on ACD-enabled (Standard ACD Agent) sets.[/highlight]
Personal Ring Group Presence keys are not supported on ACD-enabled (Standard ACD Agent) sets nor in Hot Desk ACD Agent profiles.
The 'Group Presence 3rd Party Control' Class of Service option of the invoking party takes precedence over the 'Group Presence Control' option of the party whose Group Presence is being changed.
For ACD agents, the Leave Group, Leave Group 3rd Party and Leave All ACD Groups FACs will disallow leaving (or not completely leave in the case of All ACD Groups) if the agent is the last logged in and 'Present' agent in an agent group that has calls queued.
Attempts to change the Group Present status of a Hot Desk ACD agent in a particular ACD group to 'Absent' is disallowed if the agent is the last logged in and 'Present' ACD agent in that group.
Line appearances of a Hot Desk DN continue to receive group calls when the Hot Desk user is 'Present' in the group but logged out.
The "ACD Agent Behavior on No Answer" Class of Service option, when set to "Absent", automatically makes agents absent from all their groups on no answer.
