Setting up ACD Agent in MiCollab Client

[BillyB2]

Hello

We have some ACD Agents starting overseas for our Customer Care Team. I want to know what the best approach is for setting them up. For the team we have here (based out of Australia). We have a Mitel 5330 Desk Phone that the team will login to with there Hot Desk Agent and they can make and receive calls and its integrated with the Ignite platform.

For the ACD Agents overseas, we are looking at the possibility of getting them to login to a VM to access what they need to access. In terms of the phone, can an ACD Agent be setup in the MiCollab Desktop Client. How can I go about doing this and enabling the Softphone.

I have two servers I use for setting up users. MiVoice Business and the MiCollab Client Server. There is another which is the Mitel Standard Linux server, but I'm not 100% sure about that as I don't have enough experience in there. I have set up a user and pushed out the MiCollab Client before, but that was just for a regular extension. I haven't done this for an ACD Agent before.

Do we send over a Desk Phone? Or we can get it working with MiCollab Client and just want to know if that works OK with the Mitel CCMWeb/YourSite Explorer reports we have setup that captures data on the number of calls answered/abandoned for an ACD Agent. Does it seem to work OK with the MiCollab Client?


Any help would be great

Thank you.

[sarond]

Hi BillyB2,

Yes, an ACD Agent can use MiCollab Softphone.

If you are already familiar with deploying new MiCollab users then there is hopefully a template/role for ACD SIP Softphone.

This means they can still login to a normal desk phone but be provisioned with a MiCollab Softphone that can be used for ACD.

Depending on the VDI environment the MiCollab Client Softphone may or may not be supported.

[BillyB2]

Hi sarond

I appreciate the response. Yes I managed to get this one working and setup. Calls are coming through on the MiCollab Desktop App. I can ring through to it and call out.

A couple of things

- Is there anyway to identify if a call comes through which ACD Skill Group/ACD Queue it belongs to? I think this is managed in Ignite but I want to know how I can set the extension up in Ignite?

- Also how can we Log the extension On and Off?

On MiCollab App I have the Softphone option, I think it seems if I turn that off/on that toggles the login or is that managed through Ignite? I just wanted to be sure

Thanks

[sarond]

All contact centre functionality is done via Ignite, MiCollab is really just the softphone component.

Queue presence and busy status etc... needs to be done in Ignite.

You will need to sync the agent into YSE so that the Employee can be created and associated to the Agent.

When logged into Ignite you can then log out the agent (which disables softphone in MiCollab Client). You can then enable softphone and login again.

[BillyB2]

Ok cool.

Yes I see the user in YourSiteExplorer is showing under Employees and also under Agents. I think that looks to be OK there? It's synced over from the MiCollab Server to YourSiteExplorer.

One thing I have noticed. In my MiVoice Business Server under ACD Agent Skill Groups I have added the member there and I can set the Skill Level. For instance I have set the Skill Level to 1.

In YourSiteExplorer under Agent Groups. If I add the user there it doesn't let me adjust the skill level? I set the user to present and the skill level to 1 and save but it keeps reverting it to 0. I am not sure why that is. I have even disabled the Softphone.

And just with logging into Ignite. It keeps telling me to check my Credentials cause the login is wrong. In the users extension/profile in the MiCollab Server under Authentication Section. I have the Login as 9599 and I set the Password/TUI Passcode there. I reset the password but still cant get into Ignite.

I can try again if you have any ideas and confirming that is the right place for the Ignite Credentials or do I change this elsewhere?

Thanks

[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.