Author Topic: Hot Desk ACD  (Read 7222 times)

Offline Mattmayn

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Hot Desk ACD
« on: June 01, 2011, 03:32:26 PM »
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.


Offline bobcheese

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Re: Hot Desk ACD
« Reply #1 on: June 01, 2011, 06:11:51 PM »
I have had sites where they have had both running side by side (only for short periods) without issue but single controller

Offline Mattmayn

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Re: Hot Desk ACD
« Reply #2 on: June 02, 2011, 07:19:42 AM »
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.

Offline ralph

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Re: Hot Desk ACD
« Reply #3 on: June 02, 2011, 09:20:39 AM »
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
« Last Edit: April 23, 2014, 01:42:00 PM by ralph »

Offline bobcheese

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Re: Hot Desk ACD
« Reply #4 on: June 02, 2011, 04:05:50 PM »
do you have the feature DN's set in the cluster element assignment?

Offline Mattmayn

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Re: Hot Desk ACD
« Reply #5 on: June 03, 2011, 07:32:25 AM »
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.

Offline v2win

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Re: Hot Desk ACD
« Reply #6 on: June 06, 2011, 09:14:38 AM »
I usually set the digit length to unknown to fix that

Offline bobcheese

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Re: Hot Desk ACD
« Reply #7 on: June 06, 2011, 12:34:17 PM »
I thought you weren't suppose to set digit legnth to unknown for ip networking

Offline Mattmayn

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Re: Hot Desk ACD
« Reply #8 on: June 07, 2011, 07:21:45 AM »
You can but I wanted to avoid any delays. They make a very high volume of calls and complain about any lag.

Offline ralph

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Re: Hot Desk ACD
« Reply #9 on: June 07, 2011, 08:19:01 AM »
I don't think I've ever seen a delay when clustering with "unknown".

Ralph
« Last Edit: April 23, 2014, 01:42:18 PM by ralph »

Offline v2win

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Re: Hot Desk ACD
« Reply #10 on: June 07, 2011, 10:35:31 AM »
I have never noticed a delay before

Offline Mattmayn

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Re: Hot Desk ACD
« Reply #11 on: June 08, 2011, 07:10:31 AM »
I thought it would wait for the interdigit timer to expire before matching? Support said it would, so I took their word for it.


 

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