Hot Desk ACD

[Mattmayn]

I am tryinh yo set up Hot Desk ACD for a few users and when I try to log in I get Error: Feature Failed. The Agent ID is on a different controller than the user. Controllers are clustered running MCD 4.2. There are traditional ACD agents on these systems, I assume this could be the cause? I did see something in the help saying the system could not have mixed types.

[bobcheese]

I have had sites where they have had both running side by side (only for short periods) without issue but single controller

[Mattmayn]

It looks like the Hotdesk ACD will work on the local controller, just not across controllers. Has anyone tried this? I have a feeling that it when I get in touch with support it will be another one of those features that isn't supported across a cluster.

[ralph]

I'm pretty sure that ACD hotdesking works across a cluster.  That's how ACD resiliency is done.
MOL training has a seminar recorded for ACD resiliency.   It runs about 1.75 hours.   I'm about a 3rd through it.

Ralph

[bobcheese]

do you have the feature DN's set in the cluster element assignment?

[Mattmayn]

Turns out that the CEID was shorter than their Agent IDs so it was cutting off part of it as they tried to register. Added a couple of ARS routes and all works wonderfully now.

[v2win]

I usually set the digit length to unknown to fix that

[bobcheese]

I thought you weren't suppose to set digit legnth to unknown for ip networking

[Mattmayn]

You can but I wanted to avoid any delays. They make a very high volume of calls and complain about any lag.

[ralph]

I don't think I've ever seen a delay when clustering with "unknown".

Ralph

[v2win]

I have never noticed a delay before

[Mattmayn]

I thought it would wait for the interdigit timer to expire before matching? Support said it would, so I took their word for it.