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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: pradeepgali on October 09, 2014, 08:15:39 PM
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Hi,
I am trying to configure ACD group with a simple requirement.
Requirement: When call made from PSTN to ACD group DID number, the phones in that group should ring sequentially(or longest idle). I don't need any skill based or any other feature in ACD.
I have enabled users as ACD Agents. Created ACD Agent ID and trying to login from phone using ACD Agent ID and PIN given. The phone is taking the credentials and trying to login and fails.
Question: Is above procedure i am following is correct?
What could be the reason for my login failure?
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Have you set the phone to be "ACD enabled"?
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Yes that is correct. I have checked "Enable ACD" in User Configuration and in programmable keys, i have assigned "Superkey" to the phones and tried to login. When i gave ID and Password, the phone is trying to register and after it restarts, the display says Loggedout.
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Are you trying to do traditional ACD (ACD2000)? If so, the phone shouldn't reboot. Should just change from saying "Logged Out" to showing the time and date.
What are the FAC for ACD login and logout?
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I am not using any Feature Access Code(FAC).
1. I have configured ACD Agent ID.
2. In users and Configuration, I have assigned DID number the extension related to ACD Agent ID.
2. Checked "Enable ACD" in user configuration.
3. Assigned superkey on phone programmable keys.
4. By clicking on superkey button, tried to login using ACD ID and Password.
I have followed the above procedure to activate ACD. I have followed the contect in help botton to enable COS required.
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2. In users and Configuration, I have assigned DID number the extension related to ACD Agent ID.
Sorry, I don't follow this part. Are you saying you've filled in the DID number with the Agent ID?
Otherwise, can you please break it all down with an example, i.e. on extension 403 i press SuperKey, say "Yes" to ACD Login?, enter ACD Agent ID 4031 and press the "Enter" soft-key.
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As per the example you mentioned, on extension 403, i press superkey, say yes to login, enter ACD Agent ID 404(Let's say i gave ADC agent ID as 404), the display asks for password and gave password. Now the display say's connecting and after 5-6 seconds, the display say's logged out.
Some more background:
I am using Mivoice Business 7.0 PR1 version
Please find the attached document
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Figures 1 & 3 are the telling sign. You've created a Hot Desk ACD agent, not an ACD2000 agent. Which is fine if that's what you're going for.
What's the Class of Service for 1495?
Also, what are the options set in COS 2 and 1495's COS?
A screen shot of your "queue" would be helpful as well.
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I really don't whats the difference between ACD2000 and the way i am configuring. My only requirement is to make a call from PSTN to ACD agent in Mitel 3300 and all the users logged in should ring longest idle first.
For 1495 also i am using COS 2.
Attached document contains the screenshots of COS 2.
You are asking for screenshot of Queue. I don't understand this. Can you send me the navigation in 3300 where i can see this?
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For your purposes, it doesn't. But for me to help and understand your setup it was needed information.
What model phone are you doing your testing on?
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I am using different models
1. 5360 IP Phone
2. 5320 IP Phone
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Any Suggestions on setting up ACD setup issue?
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If you are doing hotdesk ACD then you will need a cluster. Even if you have one contrller.
Search "Nodal" from the help top right of every Mitel page.
Hope this helps
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I really don't want to use cluster. If there is any other way to configure ADC (with or without using ADC, doesn't matter to me), please navigate me.
As i said earlier, My basic requirement is, to make call from PSTN to number assigned to ACD group and the extensions added in this group should ring(sequentially or longest ldle).
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Do you need users to login and logout of group?
If not then you can use ring groups to ring phones sequentially. (not longest idle)
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I tried Ring Group. It works for simultaneous ring(all phones in the group are ringing in the same time). Not for sequential ring. Is there any specific change that i am missing?
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I really don't want to use cluster. If there is any other way to configure ADC (with or without using ADC, doesn't matter to me), please navigate me.
As i said earlier, My basic requirement is, to make call from PSTN to number assigned to ACD group and the extensions added in this group should ring(sequentially or longest ldle).
Nodal clustering if for hot desking so as long as you have traditional ACD and not hotdesk ACD i think your fine
What does it say in the agents page under users? Should be a column that says type traditional or hotdesk
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pmhaynes,
I really did not understand where you want me to see. Can you please navigate me?
I am using 7.0 PR1 Version
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I tried Ring Group. It works for simultaneous ring(all phones in the group are ringing in the same time). Not for sequential ring. Is there any specific change that i am missing?
Sorry I know you are going back and forth all over the place at the moment but you will need to look at making the ring group 'cascade ring' to have it ring phones sequentially in the order they are programmed. There is also a cascade timer that allows it to step to the next phone in the group after it is reached.
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How can i configure DID number to the Ring Group? To Make a call from PSTN to Ring Group, we need to assign a DID number to ring group.
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How are you doing at the moment with ACD Path?
There are a few different ways with your version of software but by far the easiest is to use a Speed Call to point to the ring group.
How are your DID treated at the moment?
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I am giving DID for each user in User configuration. Please find the attached image for referance.
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I don't use the DID form much but you could try the Direct Inward Dialing Service Form.
This is only new to MiVoice 7
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Thanks. Right now i am out office. I will let you know as soon i am back to work tomorrow.
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pmhaynes,
I really did not understand where you want me to see. Can you please navigate me?
I am using 7.0 PR1 Version
This was taken from a MCD 6 SP3.
See it says traditional. If yours say hotdesk then you will need to change them to traditional or setup a nodal cluster
If you continue with ACD
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I am using Agent Type = Hotdesk. i have created a ACD Agent ID with Traditional now. I am able to login from one phone, but i cannot login using the same Agent ID from another phone.
Do i need to add Agent ID for each phone? If that is the case how can i group them to make call from PSTN?
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I am actually waiting for the reply from you. Please let me know.
Thanks
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Only with the traditional Agent i am able to login from phone as an agent. But not with Hotdesk. If the traditional agent works, that is fine for me.
The issue is, if try to login from another phone using the same traditional agent, i am nor successful. It say's" Another user is already logged in".
But my expectation is, we should be able to login from all the phones, using the same login credentials and When call made from PSTN to Traditional agent the phones in that should ring in Sequential or longest idle(Based on setup).
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The issue is, if try to login from another phone using the same traditional agent, i am nor successful. It say's" Another user is already logged in".
Maybe I don't understand what you're looking for, but neither ACD2000 or Hotdesk ACD will allow for this. Only one person can login with a specific agent-id at a time, they can not be shared. In other words, each agent will need their own login.
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Please find the attached document. I have explained what i have configured till now with screenshots.
Thanks
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You need to create an ACD Path and enter the Agent Group into the Path.
The Path is what determines the way the call is handled through the queue.
The ACD Path is the dialable number not the Agent Group, it will make more sense when you look at ACD Path.
You would then direct the DID to the ACD Path.
If you only want a simple setup I would also look at ACD Express. (Check the help files for more detail)
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Thanks. By adding ACD Path and assigning the DID number to ACD patch, i can make the calls from PSTN to ACD Agents.
When i make a call from PSTN to ACD path number, i can here ring back from PSTN whole the agents are busy. Is there any way we can enable announcement when all agents are busy?
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Yes you can have 4 announcements set at specified intervals. Customers will get the greeting and then hear MOH while they wait to be answered.
Look at the help on the path.
You have recording start time (How long before greeting is played) and then recording DN (This is normally a RAD Greeting) that will be enough to get you started.
You will have to look at how to program and record RAD Greetings and add these to the path.
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The attached document shows the procedure i followed to make the announcement work when call made to ACD group.
Still when calls made from PSTN to ACD Group and if ACD Agents are busy, I can hear ringback instead of playing the audio files uploaded.
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I would recommend you read the help on acd. Your greetings need to be uploaded to the rad set 10. If you leave the music source to none it will use the system default if programmed
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You need to associate 2005 to the RAD set 10 in the VM Greetings Form.
You also need to set the COS of port 2005 to ensure it is set as a recorded announcement device (there will be an option in the COS)
You have also uploaded the greeting in to the MOH not the RAD, check the button next to RAD Greeting when you upload and set it as 1.
In your ACD Path the embedded music source is what MOH will play after the greeting. It is not an actual greeting.
If you want another greeting you will need to use another VM Port. The 3300 is very inefficient in this way.
The help files really have a lot of info so I would start there.