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Setting up ACD Agent in MiCollab Client

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sarond:
Credentials for Ignite are the Employee credentials in YSE, it is not the MiCollab user credentials.

You can reset/set the password and username in YSE, assuming you're not using external authentication methods.

Skill level should work in YSE and write back to MiVB. (Assuming it is set for read/write mode)

YSE can be set for read only mode, it should come up with a yellow notification in the form telling you.

BillyB2:
Thanks, yeah it seems to be Ok now with the Skill Levels. I remade the Extensions. I'll do some further testing and report back if i got any questions or issues

BillyB2:
Hello

We have pre-provisioned the VM's and setup the MiCollab. Agents logged in with Ignite to test, seems OK.

The manager wanted to know if there is a way to actively listen to the calls live with MiCollab Client/Ignite? It appears there is a way through the hard phone to do it?

Thanks

JosIPVG:
Depending on the software version of the servers you should be able to use listen in on softphone acd calls.

If you are on an older version there is a pipeline adaptation script available from mitel that makes softphones able to use this the same as physical phones.

You will also have to set the propper CoS settings to use this on the ACD agent that you want to listen in on and a CoS for the manager that will be doing the listening.

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