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Mitel ACD Setup

Mitel ACD Setup

Mitel ACD Setup

(OP)
Site A
MiCollab 7.3.0.204
MiContact Center 8.1.3.0
MiVoice Business 8.0 SP1

Site B
MiVoice Business 8.0 SP3 PR2


Is there a way to get an Agent at Site B in a ACD Skill Group at Site A?

In my testing, I could make Site B Agent's Secondary Element Site A which then allowed me to add Site B Agent to Site A Skill Group. But then I would get Out of Service when calling the associated ACD Path.


Or is there a better way to go about this? Currently, MiContact Center is only connected to Site A MiVoice. Thank you.

RE: Mitel ACD Setup


From the system admin help:

Networked ACD - Conditions

The Networked ACD feature requires the following features to be operational:

ACD

Uniform Call Distribution (UCD)

MSDN/DPNSS Voice VI

The Uniform Call Distribution and Networked ACD features cannot both be selected on the same software load.

An agent skill group that contains a remote agent subgroup cannot contain any local agents.

A remote agent cannot be added to a local skill group.

A remote agent who does not answer a call is automatically logged out or made absent (from all groups) and no further calls are offered to it, unless it is the last logged in agent in the group and the "ACD Make Last Agent Unavailable on No Answer" is set to "No". If a call interflow timer expires as a call is ringing a remote agent, the call is not interflowed unless it is not answered and the remote agent is automatically logged out or made absent.

The "First Threshold Time", "Second Threshold Time", and "Alert Device" fields cannot be programmed for an agent skill group that is programmed with a remote agent subgroup. Similarly, a remote agent subgroup cannot be programmed in an agent skill group if threshold times and/or an alert device is programmed for that agent skill group.

The maximum number of remote agent subgroups that can be programmed on a system is one-half the number of programmed agent skill groups for that system selected from its dimension and feature programming. With the introduction of ACD Resiliency, there is no longer a need to make use of these subgroups, but they are still available. Regardless of whether or not you have the Extended Agent Groups option enabled, you are limited to 64/2 = 32 subgroups.

Networked ACD is not supported for Hot Desk users.

RE: Mitel ACD Setup

(OP)
Thank you for your response. It confirms what I was seeing in testing.


I currently have it "working" as outlined below.

TFN -> Site A MiCollab -> Site A Sys Speed -> Site B ACD Path -> Site B ACD Agent

The issue is that none of the information shows in Site A MiContact Center. How hard would to be to add Site B's MiVoice? Licensing?

I could just put everything at Site A except that there is a time zone difference so their phones would not be correct. Open to any other suggestions to make this work... Thanks!

RE: Mitel ACD Setup


You could add site B MiVB as an additional media server on MiCC. Don't know about licensing for that.

Or create a network zone on site A MiVB with a timezone that matches your remote site. Edit user and devices for the hotdesk extensions and ACD hotdesk logins to use that zone and they will display the different timezone.

RE: Mitel ACD Setup

(OP)
Thank you, that was just what I needed. It looks like the Zone ID will be the way to go.

The only downside is - NOTE: A hot-desk user who is logged into a set uses the zone settings that are assigned to the physical set DN, not the zone settings that are assigned to the hot desk DN.

RE: Mitel ACD Setup


You can assign the same zone id to the desktop sets the users log into. (hotdesk extension)

You can do that automatically using the 'location specification' form. For a range of ip addresses, you can assign a certain zone.

So for whatever subnet the phones use in your remote location, assign the zone with the desired timezone.

RE: Mitel ACD Setup

(OP)
Yes, I had looked at doing that, but as it is only a few users, I am going to go the manual route. Thank you again.

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